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REQUEST FOR PROPOSAL (RFP) RFP No. 10015345-11-Z
Information Technology Services RFP Release Date: Friday, April
15, 2011 Date Written Questions/Comments Due: #1 – Initial Set:
Tuesday, April 26, 2011 10:00 a.m. Pacific Time #2 – Final Set:
Friday, May 13, 2011 10:00 a.m. Pacific Time
Mandatory Pre-Proposal Conference: Thursday, May 5, 2011
Community Concourse, Silver Room 10:00 a.m. Pacific Time 202 C
Street San Diego, CA 92101 Proposal Closing: Thursday, June 2, 2011
On or before 11:00 a.m. Pacific Time to:
The City of San Diego Purchasing and Contracting Department 1200
Third Avenue, Suite 200 San Diego, CA 92101
Term of Contract: Five years with two (2) one (1) year options
License(s) Required: N/A Contact Name and Information: Michael
Winterberg (619) 533-6441 [Office] (619) 236-5904 [Fax]
[email protected]
Purchasing and Contracting Department 1200 Third Avenue, Suite
200
San Diego, CA 92101
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REQUEST FOR PROPOSAL INSTRUCTIONS
FOR
CITY OF SAN DIEGO for
INFORMATION TECHNOLOGY SERVICES April 14, 2011
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April 14, 2011⎯Page i
Table of Contents 1.0 Introduction
........................................................................................
1
1.1 City Overview
.....................................................................................................
2 1.1.1 Department of Information Technology Overview
.................................................. 3 1.1.2 City
Information Technology Staff
........................................................................
5 1.1.3 City ERP Support Department
..............................................................................
5 1.2 Current IT Services Environment
..........................................................................
5 1.2.1 Current SDDPC IT Services Contract
....................................................................
7 1.2.2 Centralized SDDPC Data Center
...........................................................................
7 1.2.3 Decentralized City Data Centers & Server Rooms
................................................... 8 1.2.4 City
WAN Environment
.......................................................................................
8 1.2.5 Voice Environment
..............................................................................................
9 1.2.6 Applications Environment
..................................................................................
10 1.2.7 Service Desk and Desktop Support Environment
.................................................. 10 1.2.8 Current
IT Services Environment Challenges and Opportunities
............................. 11 1.3 Future IT Environment
Direction
........................................................................
11 1.3.1 Data Center Environment
...................................................................................
11 1.3.2 Converged Data/Voice Network & VOIP Environment
......................................... 11 1.3.3 City &
Department of IT Future Initiatives
........................................................... 12 1.4
IT Services Goals and Objectives
........................................................................
12 1.5 Scope and Term of Services
................................................................................
13 1.5.1 IT Services
.......................................................................................................
13 1.5.2 Changes in Scope of Services
.............................................................................
16 1.5.3 Term
................................................................................................................
16 1.5.4 Location of Delivered Services
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17 1.5.5 Assets
..............................................................................................................
17 1.5.6 Existing Support Personnel
.................................................................................
17 1.6 Minimum Requirements to Qualify
.....................................................................
18 1.7 EOCP Requirements
..........................................................................................
18 1.7.1 Demonstrated Commitment to Equal Opportunity
................................................. 18 1.7.2 Use of
Small Local Sub-Contractors
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19 1.8 Use by Other Public Agencies
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19 1.9 Corporate Partnership Program
...........................................................................
19
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April 14, 2011⎯Page ii
2.0 RFP Response Process and Instructions
............................................. 21 2.1 Point of
Contact
................................................................................................
21 2.2 RFP Process Timetable
......................................................................................
21 2.3 Mandatory RFP Vendor Conference
....................................................................
23 2.4 RFP Package Clarification or Additional Information
............................................ 23 2.4.1 Vendor
Questions
..............................................................................................
23 2.4.2 Ambiguity, Discrepancies, Omissions
..................................................................
23 2.4.3 RFP Addenda
....................................................................................................
24 2.5 Development of RFP Response: Vendor Response Format
Requirements ................ 24 2.6 Submission of Proposals
....................................................................................
28
3.0 Proposal Evaluation and Selection Process
......................................... 32 3.1 Initial
Administrative and Minimum Requirements Evaluation
............................... 32 3.2 First Round Evaluation
......................................................................................
32 3.3 Vendor Presentations
.........................................................................................
32 3.4 Response Evaluation Guiding Principles
.............................................................. 33
3.5 Finalist Phase
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35
4.0 Protests
.............................................................................................
39 5.0 RFP Enclosures
.................................................................................
40 6.0 Disclaimer
.........................................................................................
41 List of Tables Table 1. RFP Process Timetable
..................................................................................
22
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April 14, 2011⎯Page 1
1.0 Introduction The City is conducting this Request for
Proposal (RFP) process to select a qualified Information Technology
(IT) services Vendor(s) that meets the City’s IT services
requirements. The Vendor(s) must have a proven record of
accomplishment in delivering high quality IT services while
maintaining high levels of customer satisfaction at market-based
pricing levels. The scope of services (Service Areas) for this RFP
is generally:
• Data Center Services • Data Network Services • Voice Network
Services • Application Development & Maintenance Services •
Service Desk (City option, starting in July 2013) • Desktop Support
(City option, starting in July 2013)
Vendors may provide pricing for all Service Areas or individual
pricing for the following Service Area groupings:
(1) Data Center Services (2) Voice Network Services & Data
Network Services (3) Application Development & Maintenance
Services (4) Service Desk Services (5) Desktop Support Services
Vendors’ individual Service Area grouping(s) pricing must be
able to stand on its own, in the event that the City elects to
choose multiple vendors for the different Service Areas grouping.
The City may elect to choose one Vendor to provide all
above-referenced services, or multiple Vendors. The RFP process
shall be fair and comprehensive. The City has designed the proposal
evaluation and selection process to ensure all proposers are
evaluated thoroughly and fairly. This RFP package provides an
overview of the City, the City’s IT services objectives, the scope
of IT services sought, and provides instructions for the RFP
response process. This document refers to documents contained in
the RFP, including the Master Agreement for IT Services (also
referred to as “MSA”), Statements of Work (SOWs) and other
attachments that will form the final agreement between the City and
the selected Vendor. The additional documents in the RFP package
are available at: >
ftp://ftp.sannet.gov/OUT/Purchasing-Contracting/10015345-11-Z
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April 14, 2011⎯Page 2
1.1 City Overview California's second largest city and the
United States' eighth largest, the City of San Diego boasts a
citywide population of just over 1.3 million city residents and
more than 2.8 million residents countywide. Within its borders of
4,200 sq. miles, San Diego County encompasses eighteen (18)
incorporated cities and numerous other charming neighborhoods and
unincorporated communities, including downtown's historic Gaslamp
Quarter, Little Italy, Coronado, La Jolla, Del Mar, Carlsbad,
Escondido, La Mesa, Hillcrest, Barrio Logan, Chula Vista just to
name a few. San Diego is renowned for its idyllic climate, seventy
(70) miles of pristine beaches and a dazzling array of world-class
family attractions. Popular attractions include the world-famous
San Diego Zoo and San Diego Zoo Safari Park, Sea World San Diego
and LEGOLAND California. San Diego offers an expansive variety of
things to see and do, appealing to guests of all ages from around
the world. In San Diego's East County, the terrain varies from
gentle foothills to mile-high mountains and the historic mining
town, Julian, down to the 600,000-acre Anza Borrego Desert State
Park, offering nature-conscious visitors endless opportunities to
hike, camp, fish, observe wildlife and much more. In San Diego's
North County, the agricultural community produces quantities of
flowers and magnificent produce. Wine growers are also making a
mark by growing and harvesting quality grapes that become excellent
wines, which are served at some of the most elegant restaurants and
resorts in the region. Along the west, 70 miles of Pacific Ocean
coastline not only supports year-round outdoor recreation, such as
surfing, boating, sailing and swimming, but also important
scientific research at the Scripps Institution of Oceanography. To
the south, it's a whole different country, Mexico, featuring its
own cultural offerings in various towns along the border and
coastline, including Tijuana, Rosarito and Ensenada. San Diego's
arts and culture and culinary arts are booming. The hottest, new
culinary arts talents prepare award-winning meals throughout the
regions 6,400 eating establishments. Balboa Park, the largest urban
cultural park in the U.S., is home to fifteen (15) museums,
numerous art galleries, beautiful gardens, the Tony Award-winning
The Globe Theatres and the world-famous San Diego Zoo. San Diego
County also features ninety-two (92) golf courses and a variety of
exciting participatory and spectator sports, beachfront resorts and
luxury spas, gaming, a dynamic downtown City of San Diego, annual
special events and unique holiday offerings, multicultural
festivals and celebrations, colorful neighborhoods and communities,
a rich military history and much more.
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April 14, 2011⎯Page 3
1.1.1 Department of Information Technology Overview The
Department of Information Technology is responsible for providing
the City of San Diego's Information Technology strategic direction,
policies, procedures, and standards. The Department coordinates or
manages Citywide IT services and initiatives as outlined under
Services. The mission is to "provide responsive and dependable
delivery of Information Technology services to the City
organization to support fiscally sound and effective government."
The Department's goals are to (1) effectively manage the delivery
of Citywide technology services; (2) guide technology
decision-making to ensure consistency with the Citywide business
direction; (3) ensure a skilled, responsive, and innovative
workforce that keeps current with evolving business-critical
technologies; and (4) provide high quality customer service.
Figure 1. Department of Information Technology Organization
Chart
1.1.1.1 IT Operations & Security
This section of the department manages and oversees Citywide IT
infrastructure and services, including the current Service Desk and
Desktop Support Services contract with En Pointe Technologies, and
also enterprise messaging services (Microsoft Exchange/Outlook),
file/print services, network directory administration services
(Microsoft Active Directory), and IT asset management. In addition,
this
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April 14, 2011⎯Page 4
section manages and ensures the security and safety of the
City's computing resources by creating, implementing, and enforcing
IT security policies, procedures, and standards; performs random
and planned system audits; educates City employees about cyber
security (internal and external threats); and performs electronic
discovery (eDiscovery) for California Public Records Act (CPRA)
requests and in response to subpoenas, litigation or internal
investigations. The department also provides general public
information regarding Cyber Security Awareness and also sponsors
the City's involvement in the annual National Cyber Security
Awareness Month.
1.1.1.2 Governance & Strategic Planning This section of the
department creates and implements Citywide IT policies, procedures,
and standards; develops the Citywide IT Strategic Plan under the
direction of City's IT Business Leadership Group and ensures IT
strategies align with and support the City's business strategies
and goals; creates and implements the department's annual Tactical
Plan and ensures alignment with Citywide business goals; develops
and manages agreements for IT services with SDDPC and other IT
vendors; and manages internal controls for IT in the areas of
system access and procurement of IT goods and services.
1.1.1.3 Citywide Technologies & Applications
This section of the department is responsible for managing and
coordinating citywide business applications, such as Geographic
Information Systems (GIS), Collaboration tools (Microsoft
SharePoint), and enterprise document management systems, but
excluding the City’s ERP system (see Section 1.1.3 below).
1.1.1.4 Web Services
This section of the department provides oversight and direction
for the applications and tools used throughout the City to deliver
Internet/Intranet services to City employees and the public;
ensures vendor support and maintenance of the City's web server
infrastructure; develops and implements Citywide policies and
processes related to development and maintenance of the City's
websites and web applications; ensures the City's websites meet
requirements of Title II of the Americans with Disabilities Act
(ADA) and federal guidelines related to section 508 of the
Rehabilitation Act of 1973, as amended, and other best practices
for usability and easy access to City government information and
services; and provides citizen support and responds to citizen
requests for information as it pertains to the City's public
website.
1.1.1.5 Financial & Support Services This section of the
department is responsible for coordinating and managing the
development of the annual Citywide IT budget, jointly with the
Financial
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April 14, 2011⎯Page 5
Management Department and the Office of the City Comptroller;
negotiating service rates with SDDPC and other vendors; monitoring
and managing ongoing Citywide IT service costs (actual expenses
versus budget). In addition, this section provides the internal
administrative support for the department, including payroll and
clerical support.
1.1.1.6 Program / Project / Vendor / Contracts Management
This section of the department works in conjunction with the IT
Business Leadership Group to manage the process for departments to
submit requests for IT projects, including screening of business
case justifications and cost/ROI data; managing the internal
Department of IT review for Citywide IT infrastructure and
standards, and project compliance with applicable IT policies and
procedures. In addition, this section will have the responsibility
for overseeing the new IT Managed Services contract(s).
1.1.2 City Information Technology Staff In addition to the
Department of IT, the City also has IT staff physically located
throughout several departments who support business applications
and other IT processes. These distributed IT staff are responsible
for developing technical requirements based on departmental
business needs; developing and managing departmental IT budgets;
creating and submitting requests for IT services through the
Department of IT; defining and managing departmental IT projects;
and also providing some Tier 2 technical support of their business
applications. In some cases, where unique or proprietary business
systems are used within a particular department, these IT staff may
perform some system administration functions.
1.1.3 City ERP Support Department In addition to the Department
of IT, there is a separate ERP Support Department which is
responsible for managing and maintaining the operation of the
City’s SAP system. This department includes both City and contract
staff, with both a technical support team and functional/business
support team, and the underlying systems infrastructure is part of
SDDPC’s data center environment.
1.2 Current IT Services Environment Over the period from October
2010 through March 2011, the City created an “IT Services Sourcing
Strategy” that covers the business and technical drivers and
strategies for obtaining its IT services. The final sourcing
strategy report was presented to and approved by the City Council
on March 14, 2011. A copy of the report is available in PDF format
at:
http://www.sandiego.gov/it/pdf/110314sourcingstratreport.pdf.
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April 14, 2011⎯Page 6
The City has standardized on Hewlett-Packard (HP) brand
business-class office computers and laptops, and currently operates
these computer systems running Microsoft Windows XP Professional,
Service Pack 3, and the Microsoft Office Suite 2007 for office
productivity. This also includes Microsoft Project 2007 and Visio
2007. The City’s standard web browser is Microsoft Internet
Explorer. Applications which support interaction with desktop
productivity tools should support interoperability with the
Microsoft Office Suite. The desktop/laptop software standards
require that support be maintained for the current production
release and the major release immediately prior to the current
production release. The City’s standard network servers include HP
systems running Microsoft Windows Server (v.2003 or v.2008), and
Sun (Oracle) systems using Solaris (v.10) by Oracle. The standard
network storage devices are from Network Appliance (NetApp). The
standard web servers are Microsoft IIS (v.6) and Apache (v.2.2.3).
For the virtual server hosting environment, the City standard is
VMware ESX (v.3). The Network Operating System (NOS) standard
requires that the NOS support cluster configurations with multiple
physical servers with automatic failover should one server fail.
Either active-active or active-passive configurations are
acceptable. The NOS standard requires that support be maintained
for the current production release of the NOS and the major release
immediately prior to the current production release. The City
standard for Relational Database Management Systems (RDBMS)
includes Microsoft SQL Server and Oracle; with the preferred
database being Microsoft SQL Server. The database standard requires
that the RDBMS support cluster configurations with multiple
physical servers with automatic failover should one server fail.
Either active-active or active-passive configurations are
acceptable. The DB standard requires support be maintained for the
current production release of the RDBMS and the major release
immediately prior to the current production release. Any proposed
system solution must be “ADA compliant” by following the U.S.
federal standards set forth in the “Electronic and Information
Technology Accessibility Standards” (Section 508), found at:
http://www.access-board.gov/sec508/standards.htm, and with the
international standards set by the World Wide Web Consortium (W3C),
found at: http://www.w3.org/WAI/guid-tech.html. It is highly
desirable that proposing vendors provide a Voluntary Product
Accessibility Template (VPAT) with their response, to assist the
City in making preliminary assessments regarding Section 508
accessibility of their products and services. The VPAT template is
provided by the Information Technology Industry Council at
http://www.itic.org/index.php?submenu=Resources&src=gendocs&ref=vpat&category=resources#1194.22.
The City will also require the selected Vendor to execute a
management agreement with the California Law Enforcement
Telecommunications System
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April 14, 2011⎯Page 7
(CLETS) and adhere to their policies and procedures throughout
the term of the Agreement. CLETS provides law enforcement and
criminal justice agencies access to various data bases and the
ability to transmit and receive point-to-point administrative
messages to other agencies within California or via the National
Law Enforcement Telecommunications System (NLETS) to other states
and Canada. Attached to this RFP, as Attachments M and N, are the
CLETS Management Agreement and the CLETS Policies, Practices and
Procedures. The follow sections provide information concerning the
IT services that are in the scope of this RFP.
1.2.1 Current SDDPC IT Services Contract The City is currently
receiving a number of IT services from the San Diego Data
Processing Corporation (“SDDPC”), including data center, data
network, applications maintenance & development, voice,
security and business continuity services. The SDDPC is a public
benefit, non-profit corporation which provides government
information technology solutions. Originally established in 1979 by
the City of San Diego and with the City as its sole Member, it has
been the outsourced information technology arm of the City of San
Diego, operating under an annual Service Level Agreement (SLA). The
City and SDDPC executed a new Master Services Agreement (MSA) which
was approved by the City Council and the Mayor on April 13, 2010,
and is available on the City’s website at:
http://www.sandiego.gov/it/pdf/100323msa.pdf. SDDPC now provides
information systems and telecommunication services not only for
numerous City departments, but also for the County & other
local governmental agencies. Today, SDDPC has more than 200
employees and actively manages 150+ projects. Their systems
include: Geographical Information Systems (GIS);
Internet/Intranet/Extranet applications; multimedia law enforcement
systems; water and wastewater systems; and Wide and Local Area
Networking. The City desires to enter into a managed services
contract(s) for the scope of services referenced in section 1.0
above, a significant portion of which the SDDPC currently provides
to the City, as well as seeking a future environment of converged
voice and data networks and VOIP solution.
1.2.2 Centralized SDDPC Data Center The City receives the
majority of its data center services from the SDDPC’s centralized
data center, which is located in the west central part of San
Diego, CA. The facility has approximately 6,600 square feet of
raised flooring, of which approximately 1,000 square feet is
available. The facility has dual electrical circuits, 300KVA UPS
and battery backup system, 500KW diesel emergency generator, along
with fire suppression/smoke detection, and four 30 ton specialized
A/C units and chillers. The facility has security access controls
and CCTV monitoring.
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April 14, 2011⎯Page 8
In lieu of a physical walk-through of the SDDPC data center
facility, the City has created a video walk-through (Windows Media
Player format), available for viewing at:
http://granicus.sandiego.gov/ASX.php?publish_id=1123&sn=granicus.sandiego.gov
Vendors should take note that some City departments (e.g.,
Police) will require that the selected vendor submit to and pass a
California Department of Justice (DOJ) check involving the
processes, procedures and security of their data center(s) that are
providing services to the City, which can take up to one year.
Vendors will only be able to provide data center services from
their own data center(s) once the DOJ has completed their process
and certified vendor’s data center facilities. Further details will
be provided to the selected vendor.
1.2.3 Decentralized City Data Centers & Server Rooms The
City also has 5 other smaller facilities located throughout the
City, which house data center equipment and provide related
services. Most of these decentralized data centers are located at
City department locations, including Police, Fire/Rescue,
Metropolitan Wastewater, Water, and Environmental Services. The
size of these facilities varies, but is typically 1,200 – 1,700
square feet of raised flooring, with limited available capacity and
some free rack space. Some locations have dual electric circuits
and some have emergency power generators. All locations have UPS
and battery backup of varying capacity, as well as fire suppression
and smoke detection systems. Some facilities have security access
controls and CCTV monitoring in place.
In addition, the City has a number of locations that each house
a small number of servers on site (typically fewer than five
servers per site). Some of these servers (e.g., mass
spectrometer-related server at Utilities) must remain at their
current locations, while others will be centralized moving
forward.
1.2.4 City WAN Environment The City’s Wide Area Network (WAN),
called “SANNET,” consists of a dual, redundant Gigabit Ethernet
(GigE) backbone with three major hubs in west-central San Diego,
downtown, and Kearny Mesa, and there are two primary internet
access connections, one at 200Mbps and one at 100Mbps. SANNET
utilizes both internal, private network segments and leased,
commercial segments which are dedicated (not shared). The backbone
network branches out to City facilities across six Opt-e-Man links
ranging from 100Mbps to 500Mbps which connect to over 200 City
sites located throughout the city and surrounding county areas.
There are some primary network segments branching off the backbone
that continue the GigE bandwidth. The WAN (and Local Area Networks)
utilize Cisco routers and switches. In addition, there are some
remote City sites that use leased DSL lines for network connections
which feed back into SANNET. Network infrastructure within City
facilities generally includes fiber
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April 14, 2011⎯Page 9
optic cable from the main distribution frame (MDF) room through
the floor risers to the intermediate distribution frame (IDF) rooms
on each floor. The City owns and uses several fiber optic cabling
segments, either independently or in partnership with another
organization (such as MTS – Metropolitan Transit System),
throughout the metropolitan San Diego area, including major
segments in the following locations (some of which may be under
renovation or repair): 1. City Operations Building (COB), 1200 1st
Avenue, to City Operations
facility at 20th Street & B Street 2. Park Avenue & C
Street to Police Headquarters, 1400 Broadway 3. COB, 1200 1st
Avenue, to SD County Central Jail, 1100 Front Street 4. COB, 1200
1st Avenue, to Barnett Avenue & Midway Drive 5. COB, 1200 1st
Avenue, to Qualcomm Stadium (Mission Valley) 6. City Operations
facility, 20th Street & B Street, to 54th Street &
College
Grove Way The selected vendor will be required to submit to and
pass a California Department of Justice (DOJ) check involving the
processes, procedures and security of their network(s) that are
providing services to the City Police Department. This portion of
the network may be partitioned from the general, citywide network
and dedicated solely to law enforcement use. In addition, the
network architecture and security must comply with the requirements
for approval by CLETS (refer to Attachments M and N). Further
details will be provided to the selected vendor.
1.2.5 Voice Environment The City’s current internal voice
network infrastructure is primarily a copper-based, analog network
which includes approximately 37 PBX systems and switches (primarily
NEC devices) at locations throughout the city, of which 24 are 3
years or more beyond ‘end of life’ based on manufacturer standards.
Replacement parts are no longer available for at least 7 of those
systems, and also for older desktop handsets (NEC Dterm II) for
more than 20 sites (refer to Appendix 2D.1). The phone system
utilizes PSTN technology and has internal 5-digit dialing
capability across multiple area codes within San Diego. There are
approximately 10,500 handsets related to the PBX systems, plus an
additional 1,100 handsets related to approximately 100 key systems.
The City has approximately 9,000 voicemail boxes using an Octel
system, which also provides employees with the ability to check
their voicemail messages over the internal intranet site with a web
browser. Additional details about the voice network and systems
will be made available to the finalist vendors. Due to the age of
the existing voice network equipment, the City recognizes and
hereby notifies the responding vendors that there is a strong
potential for one or
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April 14, 2011⎯Page 10
more of these voice systems to fail prior to completion of the
Transformation into the future, converged voice and data network.
As such, vendors are required to provide details for their
contingency plans to maintain operations of the Voice
Communications Services (Schedule 2D) within the proposal response
(Enclosure A – RFP Response Template, Section 4.4.1).
1.2.6 Applications Environment The City’s application
environment is reflected in the description of the overall IT
environment in section 1.2 above and as provided in Schedule 2E.
More specific details will be provided to finalist vendors.
1.2.7 Service Desk and Desktop Support Environment En Pointe
Technologies currently provides the City’s Service Desk and Desktop
Support services. The City runs a standard Microsoft environment
utilizing Windows XP SP3 as its standard desktop operating system.
The City is currently using Microsoft Office and Outlook 2007 for
its office productivity suite and email client. The City has
recently migrated all of its users to Active Directory 2003 and its
entire File and Print services are in a Clustered Microsoft Windows
Server 2003 environment. The City’s Exchange backend infrastructure
is Microsoft Exchange 2007. The current City standard software for
the base image is as follows: 1. Microsoft Office 2007 2. Adobe
9.1.3 Reader 3. Symantec Corp Endpoint Protection Version 11.0.4000
4. Sun Java 1.4.1_01 5. Roxio Basic 7.1.0.183 6. Altiris Client 6.9
7. Vista Netview ( Mainframe Access) 8. SAP GUI 7.10 Some of the
other products utilized throughout the City are:
1. Adobe Acrobat Standard & Professional v9.x for PDF
creation 2. Microsoft Visio 2007 for charts and diagrams 3.
Microsoft Project 2007 for non-engineering project tracking
The current service provider provides ITIL compliant Single
Point of Contact Tier 1 Service Desk services for all Voice
communication and IT related incident requests. Basic Service Desk
services are currently provided twenty-four (24) hours per day,
seven (7) days per week, including City holidays. For Desktop
Support services, the current service provider utilizes a
combination of onsite and remote desktop support solutions.
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April 14, 2011⎯Page 11
The current Desktop Support provider is currently providing
Desktop Support services to all City departments, with the
exception of Police and the City Attorney, which is currently
serviced by City IT staff.
It is anticipated that the chosen Vendor will have Desktop
Support responsibility for these departments as well as those for
which En Pointe is currently providing such services.
1.2.8 Current IT Services Environment Challenges and
Opportunities A primary concern is the age of the current PBX
equipment, eliminating
obsolete and unsupported technologies, and the opportunity to
create a new, converged voice/data network.
The City’s reliance on critical information systems has outpaced
the performance of disaster recovery systems, and there is an
opportunity to implement better system redundancy with faster
fail-over and recovery.
The current data center location is not optimal and the City is
seeking to ensure the safety and performance of its systems in one
or more locations that provide high performance levels, as well as
redundancy for business continuity and high availability.
While the Department of IT has been working to update the
application portfolio, there is appears to be unnecessary
duplication of certain classes of applications (e.g., billing
systems) that can be consolidated, optimized, and integrated.
1.3 Future IT Environment Direction
1.3.1 Data Center Environment Due to limitations posed by the
SDDPC data center facility, by July 1, 2013, the City’s data center
operations shall be moved into a minimum Tier 3 (in accordance with
the Uptime Institute’s definition) data center facility. However,
the City would prefer to have its data center operations moved
before such date. The City will arrange a walkthrough of the SDDPC
data center in order for Vendors who are selected for the BAFO
round to see the facility for proposal purposes (See Section 2.2
for the scheduled walkthrough date).
1.3.2 Converged Data/Voice Network & VOIP Environment The
City expects vendors to propose the actual network architecture and
infrastructure components that will comprise the future, converged
voice and data network. At a minimum, the City anticipates this new
network infrastructure will take advantage of current technologies
to replace the outdated analog voice equipment with new digital
systems that are fully integrated between different types of
network traffic, including voice, data, video, and audio
transmissions. The City also expects that the new converged network
environment will be
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April 14, 2011⎯Page 12
engineered, built, and configured in such a way that the
separate network service levels (e.g., voice and data) are not
degraded from any existing levels, and that current technologies,
when implemented, will actually improve overall network
performance.
1.3.3 City & Department of IT Future Initiatives The
following are future City and Department of IT initiatives, which
may have an impact on the scope of services contemplated in this
RFP: The City is continuing its implementation of additional SAP
modules across
various business functions. In fiscal year 2013 (starting in
July 2012), the City plans to consolidate various, disparate
billing systems into the SAP environment, as well as enterprise
asset management (EAM) work order systems, and also additional
functions related to procurement and contracts management.
In the enterprise messaging and desktop environments, the City
is planning to upgrade its Microsoft product line during the first
quarter of calendar year 2012, to include SharePoint 2010, Windows
7 Professional, and Office 2010.
For its geographic information systems (GIS) platform, the City
plans to upgrade its ESRI-based environment to ArcGIS 10.
The City’s police and fire computer-aided dispatch (CAD) systems
are planned for upgrades over the next 18 to 24 months and will
require new hardware and software that are compatible with the
future, converged voice and data network services. The City will be
looking to implement equipment and network redundancies for these
two systems to provide fail-over capabilities.
The City will be opening a new Main Public Library in downtown
San Diego in the second quarter of calendar year 2013, which has
been designed with an internal passive optical network (fiber
cabling) infrastructure to provide the public and City staff with
high-speed, low cost network capabilities.
Various City departments conduct application and system upgrades
and new implementations on a periodic basis; therefore, the vendor
should anticipate other additional requirements to be identified on
a fiscal year basis.
1.4 IT Services Goals and Objectives The City is seeking an IT
services contractual relationship(s) with a qualified IT services
Vendor(s) that will assist the City in achieving its business goals
and objectives, as indicated below: The City wishes to address the
following business drivers and achieve the following business goals
and objectives related to the scope of this RFP:
Achieving cost reductions in IT services
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Lowering the City’s security risks and ensuring compliance with
City, State and federal regulations
Moving to industry standards where cost neutral (or where costs
savings can be achieved)
Providing flexibility and scalable IT services to meet changing
City IT demands, and IT, key function and business knowledge
retention
Providing maximum staffing flexibility with qualified IT
resources, a flexible fee structure, and a rate card the City can
utilize to meet changing City demands
Provide IT resources with a high level of technical expertise
for the in scope services
In order to achieve these primary business goals and objectives,
the City’s IT services Vendor(s) must deliver services that support
the following goals: Provide a base for City streamlined operations
Implement industry standard practices, processes, tools, and
approaches
that meet City requirements and lead to continual Vendor
innovation and productivity improvements that are passed on through
reduced fees over time
Provide key enhancement type services to augment the development
and implementation of City technology and service strategies
Provide network transformation activities that will result in
increased cost savings
Provide timely technology refresh and legacy system renewal
where appropriate
Provide a structured governance model that will work in
conjunction with the City’s established governance model (see
Schedule 1 – Relationship Management)
Provide measurable value for the IT services being delivered,
based on market pricing and industry standard service levels
throughout the life of the relationship
Coordinate and interact with third parties as required to
support City programs and to support end-to-end service
delivery
1.5 Scope and Term of Services
1.5.1 IT Services The City is seeking the following set of
mature IT services, which the Vendor(s) shall deliver based on
industry standards (e.g., ISO 20000, ITIL/ITSM). The following
sections provide an overview of the services sought. Note that
certain exclusions will apply to services that are generally within
the scope of this RFP
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April 14, 2011⎯Page 14
(e.g., City Attorney’s servers, the City’s Police and Fire
dispatch systems, regional 3Cs (Communications, Command, and
Control) network, and the City’s 911 phone system).
1.5.1.1 Data Center Services Data Center Services (see Schedule
2B), including:
o Server operations and administration o Storage and data
management o Applications support o Database administration o
Middleware administration o Storage administration o Remote access
o Messaging o Disaster Recovery and Business Continuity o Security
administration and management
1.5.1.2 Data Network Services Data Network Services (see
Schedule 2C), including:
o Data network operations and administration o Network
monitoring and reporting o Perimeter network security services
including IPS/IDS o Firewall management, DMZ and Internet
support
1.5.1.3 Voice Network Services Voice Network Services(see
Schedule 2D), including:
o Premise phone services o Voice messaging services o Contact
center services
1.5.1.4 Application Development and Maintenance Services
Application Development and Maintenance Services (see Schedule
2E),
including: o Application strategy, planning and analysis o
Application architecture and design o Application development,
maintenance and enhancement services
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April 14, 2011⎯Page 15
o Programming, development and application configuration
1.5.1.5 Converged Data Network and Voice Communications Services
Converged Data Network and Voice Communications Services (see
Schedule 2F), including: o Data network operations and
administration o Network monitoring and reporting o Perimeter
network security services including IPS/IDS
Firewall management, DMZ and Internet support o Premise phone
services o Voice messaging services o Contact center services
1.5.1.6 Service Desk Services (Optional – July 2013) Service
Desk Services (see Schedule 2G), including:
o Single point of contact for Incident and Problem Management
tracking and escalation
o Service request and trouble ticket management o End User self
help services o End user account administration support
1.5.1.7 Desktop Support Services (Optional – July 2013) Desktop
Support Services (see Schedule 2H), including:
o Core Software Image Build and Deployment o Application
Software Image Build and Deployment o Install, Moves, Adds, Changes
and Disposals (IMACDs) o On-Site Technical Support o Warranty and
Non-warranty Hardware Repair
1.5.1.8 IT Service Management and Lifecycle Services IT Service
Management and Lifecycle Services are considered within the scope
of each Service Area and consist of the following three categories
of services: IT Life Cycle Service Delivery Service Support
These “cross functional” Services will ensure the Vendor
supports all of the City IT environments and Service Areas with a
common and consistent set of life
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April 14, 2011⎯Page 16
cycle Services and Services and processes based on the
Information Technology Infrastructure Library (ITIL)/ IT Service
Management (ITSM). All proposing Vendors, whether proposing on one
or both of the Service Area scopes, must provide the services
enumerated in Schedule 2A - IT Service Management and Lifecycle
Services Statement of Work.
1.5.1.9 Relationship Management Services Relationship Management
Services (see Schedule 1) establish key Vendor roles and the
City/Vendor Governance committees to support a number of formal
processes and procedures. Relationship Management Services will be
a critical component of effectively and efficiently managing the
City/Vendor relationship and agreement.
1.5.1.10 Transition (Transition of Services, Migration and
Transformation) As described in Enclosure A, the Vendor shall
submit a Transition of services, Migration and Transformation Plan
outlining activities, project schedule, and the acceptance plan
associated with migrating Services from the current state to the
selected Vendor Services, and transforming the current voice and
data network environment to a converged VOIP environment. This
Transition of services, Migration and Transformation Plan shall
include Vendor and City tasks, timelines, responsibilities,
dependencies, major milestones, transition completion dates and
deliverables, and acceptance procedures. The Vendor-developed
proposed transition, migration and transformation plan will be
further refined during contract negotiations and finalized before
contract signing. Transition of Services, Migration and
Transformation Services required to meet objectives and
requirements of the RFP shall NOT DISRUPT the City’s business
processes (e.g., be invisible to City end users and customers). The
selected Vendor shall accomplish transition of all Services
included in this RFP within the transition period identified
herein. The converged network and VOIP transformation must begin no
later than two (2) months after execution of the Agreement with the
selected Vendor.
1.5.2 Changes in Scope of Services During the RFP response
period, the City reserves the right to change, add to, or delete,
any part of this RFP. Additions, deletions, or modifications to the
original RFP could result in RFP addenda, which will become an
integral part of the RFP and Vendor response.
1.5.3 Term The City is seeking a term and Vendor pricing
response for a term of five (5) years with two (2) one- (1) year
options for a potential total of seven (7) years. The City is
assuming a transition start date in the fourth quarter of calendar
year 2011.
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1.5.4 Location of Delivered Services The primary proposal must
include all services being performed and all physical assets (e.g.,
data center equipment) located in the United States. If the Vendor
believes that significant additional value and savings can be
achieved by locating limited personnel outside the United States,
the Vendor shall submit separate pricing (see Enclosure B – Pricing
Workbook) with an indication of the savings achieved, provided such
staff have no access to City data or end user data, and that no
City physical assets are located outside the United States.
1.5.5 Assets The City will provide and retain ownership of data
center assets (e.g., servers and software) during the term of the
Agreement. The City may also provide and maintain ownership of
existing data network assets (e.g., routers, switches, and related
software) and voice network assets (e.g., PBXs and associated
software); however, the City may seek to transfer ownership of such
assets to the Vendor prior to the transformation into the future
converged data and voice network. For the future state converged
data network and voice environment, the Vendor will own all
hardware and software assets, including end user devices (e.g.,
handsets), except where desktop or laptop computers are used as the
telecommunications device (e.g., PC-phone). The City will be
responsible for procurement of any future data center assets needed
for service delivery (including refreshed assets), with asset
ownership as stated above. The City shall retain the option of
purchasing Vendor assets at the expiration or termination of the
Agreement.
1.5.6 Existing Support Personnel Approximately 25-35 resources
from the current service provider (SDDPC) have been identified as
Key/Critical Personnel, with lengthy and deep knowledge of the City
department business processes and systems. To ensure continuity of
service, the City will require the selected Vendor(s) to offer
employment to the Key/Critical Personnel that are identified in
Schedule 1 - Relationship Management. The specific personnel will
be subject to due diligence by the Vendor and as confirmed by the
City.
1.5.6.1 Existing IT Services Staffing
The majority of the in scope services under this RFP are
provided by the SDDPC and En Pointe Technologies (Service Desk and
Desktop Support). The SDDPC has approximately 244 staff members, of
which approximately 80%-90% supports the City.
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April 14, 2011⎯Page 18
En Pointe has approximately 13 people supporting the Service
Desk and 5 people providing Desktop Support.
1.6 Minimum Requirements to Qualify The Vendor must meet the
following minimum qualifications before the City can evaluate the
Vendor’s proposal:
1. Proposed Vendor facilities providing services to the City are
all located
within the United States or its territories and shall be staffed
by U.S.-located resources for the primary proposal. If Vendor
provides an alternate proposal, the same requirement applies, with
the exception of remote monitoring activities, which may be
provided outside of the United States, provided that such staff
have no access to City data or end user data.
2. The Vendor must have entered into at least three (3) IT
Outsourcing
Services contracts within the last five (5) years, at least two
of which was a U.S. public sector contract, where each of the
following is true: • The average annual contract value of at least
one of the three contracts
was at least $10,000,000 • Each contract included the provision
of at least one of the applicable
Service Area services that the Vendor is proposing on • Each
contract must be listed as a reference account, and included as
references in the Response Template, Section 2.3.2
3. Vendor’s average gross annual revenue in IT Outsourcing
Services over the last three fiscal years is in excess of $40
million per year.
4. The Vendor must be willing to act as the prime contractor, if
subcontractors
are required to provide in scope services.
1.7 EOCP Requirements
1.7.1 Demonstrated Commitment to Equal Opportunity The City
seeks to foster a business climate of inclusion and to eliminate
barriers to inclusion. The level of compliance with this subsection
is worth a maximum of 13 points in the proposal evaluation process.
In accordance with the City’s Equal Opportunity Commitment Program
(EOCP), the City will consider the four factors described in
Section V of Enclosure E.2– City Equal Opportunity Contracting
Program (EOCP) Requirements as part of the evaluation process.
Points awarded based on Vendors’ demonstrated commitment to equal
opportunity will be in addition to any points awarded for Small
Local Business Enterprise (SLBE) or Emerging Local Business
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April 14, 2011⎯Page 19
Enterprise (ELBE) participation as described in Section IV of
Enclosure E.2– City Equal Opportunity Contracting Program (EOCP)
Requirements See Section VI of Enclosure E.2– City Equal
Opportunity Contracting Program (EOCP) Requirements for
descriptions and definitions related to the acronyms used to
designate the various enterprises related to equal opportunity and
small business enterprises. See Section VIII of Enclosure E.2– City
Equal Opportunity Contracting Program (EOCP) Requirements for EOC –
accepted certification agencies along with certifiable groups.
1.7.2 Use of Small Local Sub-Contractors The City has adopted a
Small Local Business Enterprise (SLBE) program (including ELBE) for
consultant contracts. SLBE program requirements for consultant
contracts are set forth in City Council Policy 100-10. For
proposals ranking as qualified or acceptable, or any higher
ranking, the City shall apply a maximum of 12 additional points for
SLBE or ELBE participation. Points will be awarded as follows:
a. 20% participation – 5 points b. 25% participation – 10 points
c. SLBE or ELBE as prime contractor – 12 points
1.8 Use by Other Public Agencies The City declares that other
public agencies as defined by California Government Code §6500 are
considered to be Eligible Customers and may choose to use this
contract and associated pricing (see Enclosure C - Master Agreement
for IT Services, section 11.1.2).
1.9 Corporate Partnership Program Vendors should be aware that
the City has a Corporate Partnership Program (CPP). The CPP seeks
opportunities for the City to generate revenue from marketing
partnerships with the corporate community. Vendors responding to
this RFP are encouraged to refer to the City’s website for details
about the CPP (at
http://www.sandiego.gov/corporatepartnership/).
EVALUATION CONSIDERATIONS Each proposal in response to this RFP
will be evaluated based on its individual merits only based on the
evaluation criteria for this RFP. The CPP process has no bearing on
the evaluation for selection under this RFP. After the completion
of the RFP process and selection of an IT services provider(s),
then the CPP may commence the process for its Marketing Partnership
Agreement.
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April 14, 2011⎯Page 20
STATEMENT OF INTEREST If you are interested in discussing the
potential for a Marketing Partnership with the City, you should so
indicate as part of your proposal to this RFP (see Enclosure A -
RFP Response Template, section 2.7.10). Your Statement of Interest
is an indication that you are interested in meeting with
representatives of the City to discuss the potential for a
Marketing Partnership with the City and does not bind or obligate
you nor the City to enter into a partnership.
[Remainder of Page Intentionally Left Blank]
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2.0 RFP Response Process and Instructions Vendors may provide
pricing for all Service Areas or individual pricing for the
following Service Area groupings:
(1) Data Center Services (2) Voice Network Services & Data
Network Services (3) Application Development & Maintenance
Services (4) Service Desk Services (5) Desktop Support Services
Vendors’ individual Service Area grouping(s) pricing must be
able to stand on its own, in the event that the City elects to
choose multiple vendors for the different Service Area grouping.
The following describes the process and requirements that the
Vendor shall follow throughout the RFP response process.
2.1 Point of Contact All substantive communications with the
City must be in writing and must be directed to the City single
Point of Contact (POC) for this RFP at the following email address:
Michael Winterberg [email protected] All Vendors who are
considering submitting a proposal are prohibited from having any
communication concerning the RFP with any City employee (other than
the designated POC), any City of San Diego Council Member, the
Mayor, or any Evaluation Committee Member, after issuance of the
RFP, and prior to the Contract being awarded, with the exception of
communications with the contact person listed on the cover page of
this RFP, or designee, in the Purchasing & Contracting
Department. A proposal from any Vendor will be disqualified when
the Vendor violates this condition of the RFP. The City will inform
all Vendors of its intent to award a contract in writing.
2.2 RFP Process Timetable The RFP response process and estimated
timetable is as follows:
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April 14, 2011⎯Page 22
Table 1. RFP Process Timetable
City IT Services RFP Events Target Dates And Times
City release of RFP to Vendors April 15, 2011 Initial written
questions for RFP Vendor conference due from Vendors to POC
April 26, 2011
RFP mandatory Vendor conference: The City of San Diego Community
Concourse, Silver Room 202 C Street San Diego, CA 92101
May 5, 2011 10:00 a.m. Pacific Time
City release of answers to initial Vendor questions May 10, 2011
Final written Vendor questions due to POC Note: This is the due
date for questions City can ensure a response before the due
date.
May 13, 2011 10:00 a.m. Pacific Time
City release of answers to final Vendor questions May 19, 2011
Proposal due to the City – 10 hard copies (including 1 signed
original “wet” signature) and 10 CDs or thumb drives:
The City of San Diego Purchasing and Contracting Department 1200
Third Avenue, Suite 200 San Diego, CA 92101 Attention: Michael
Winterberg
June 2, 2011 11:00 a.m. Pacific Time
City initial check of Vendor qualifications and administrative
requirements
June 3 – June 8, 2011
City down selection of Vendors for Vendor presentations June 27,
2011 Vendor presentations July 12 – July 14, 2011 City down
selection to finalist Vendors (for BAFO) July 19, 2011 City due
diligence (e.g., site visits, reference checks) July 19 – July 29,
2011 Proposal clarification sessions with Vendors July 19 – July
29, 2011 SDDPC Data Center Walkthrough July 26 – July 28, 2011 City
release of best and final offer (BAFO) instructions along with
Vendor Finalist NDAs to sign
August 1, 2011
BAFO proposal due to the City – Same submittal quantities and
location per initial proposal instructions above
August 15, 2011
City down selection to preferred Vendor(s) August 24, 2011
Vendor due diligence August 24 – September 29, 2011 Begin contract
negotiations August 31, 2011 Issue Notice of Apparent Successful
Vendor(s) September / October 2011 Sign contract(s) and begin
transition November / December 2011
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April 14, 2011⎯Page 23
2.3 Mandatory RFP Vendor Conference The mandatory RFP Vendor
conference will give the Vendors the opportunity to gain further
understanding of the RFP requirements prior to response submission.
Proposals will not be accepted from firms who do not attend this
mandatory conference. The Conference agenda will include the
following: Review of the RFP Provide answers to written Vendor
questions previously submitted Address new Vendor questions
The RFP Vendor conference will be held on the date and time
shown in Section 2.2. Any questions regarding this conference must
be directed to the City POC designated in section 2.1.
2.4 RFP Package Clarification or Additional Information
2.4.1 Vendor Questions Vendor questions regarding this RFP or
process shall be documented and sent to the POC identified in
Section 2.1. Answers to initial written inquiries will be reviewed
at the RFP Vendor conference, distributed in writing, and shall not
identify the Vendor who made the inquiry. Initial and final written
questions are due to the POC by the dates and times specified in
Section 2.2. Any written or verbal statements regarding this RFP by
any person other than the POC prior to the award will be deemed
unauthorized and may not be relied upon, except for such statements
made in the authorized RFP Vendor conference, which shall be
followed up by the City with an official RFP addendum. Following
the RFP Vendor conference, the Vendor will have the opportunity to
submit additional questions, as expeditiously as possible. Vendor
may NOT submit any question that it identifies as "confidential" or
“proprietary”. The City will not respond to any such questions. All
requests for additional information or clarification of information
in this RFP shall be submitted via e-mail to the POC using the form
provided in Enclosure E.1.
2.4.2 Ambiguity, Discrepancies, Omissions If a Vendor submitting
a proposal discovers any ambiguity, conflict, discrepancy,
omission, or other error in this RFP package, the Vendor shall
immediately provide the City with written notice of the problem to
the POC and request that the RFP be clarified or modified. Without
disclosing the source of the request, the City may modify the RFP
package prior to the proposal due date by posting the addendum to
the public City website. If, prior to the date fixed for submission
of proposals a Vendor submitting a proposal knows of or should have
known of an error in the RFP package but fails
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April 14, 2011⎯Page 24
to notify the City of the error, the Vendor shall propose at its
own risk. If the Vendor is awarded the contract, the Vendor shall
not be entitled to additional compensation or time because of the
error or its later correction.
2.4.3 RFP Addenda The City may modify the RFP documents prior to
the proposal due date through RFP addenda. If any Vendor determines
that an addendum unnecessarily restricts its ability to provide a
proposal, it must notify the POC no later than one day following
the receipt of the addendum. The City will post RFP addenda to the
City’s public Website. It is the Vendor’s responsibility to check
the City’s public Website for RFP addenda or other communications.
Failure to respond to any addenda issued may render a proposal
invalid and result in its rejection. The City recommends Vendors
check the City’s public Website on a daily basis at a minimum.
2.5 Development of RFP Response: Vendor Response Format
Requirements
2.5.1 Mandatory Use of the RFP Response Template To facilitate a
timely and comprehensive evaluation of all submitted materials,
Vendor shall submit its RFP response using the format defined in
Enclosure A (Microsoft Word file) for the technical and business
response and Enclosure B (Microsoft Excel file) for the pricing
response. Vendor response must be prepared simply and economically
in strict accordance with the format and instructional requirements
of this RFP. Vendor response should include a concise description
of the company’s background with a concise delineation of the
company’s capabilities to satisfy Service Area solution and service
requirements, with emphasis on completeness and clarity of content.
Elaborate bindings, displays, and promotional material are neither
required nor desired unless they add substance to the company’s
response. The response must be complete, and where information is
omitted, the City reserves the right to treat that response as
non-responsive. Any deviation from this format may lead to the
rejection of the response. Alternative responses, if offered, are
to be prepared using the same format and will be considered as part
of the evaluation process. Any deviation from requirements, or
requirements that cannot be satisfied by the Vendor, must be
clearly identified in the appropriate tables in Enclosure A.
Responses shall include a statement from the Vendor indicating that
the Vendor understands the requirements of the RFP, RFP enclosures,
and accepts the terms and conditions under which this RFP was
issued to Vendor. All pages and sections in the response must be
clearly numbered or referenced.
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2.5.2 Response to the City Contract Documents The Master
Agreement for IT Services, Statements of Work (SOWs) and other key
contract documents are provided in Adobe PDF format as part of the
RFP (see Enclosures C and D with related schedules and appendices).
Vendor must respond to these documents, including the Master
Agreement for IT Services and SOWs in Enclosure A, in accordance
with the procedures and format set forth below. The City will only
review issues raised on the "Issues Lists". Response to the
contract documents must be consistent with the following example
provided for the Master Agreement for IT Services response:
1. Issues List – A detailed paragraph-by-paragraph, contract
clause-by-
contract clause description of any issues or concerns that
Vendor may have with the Master Agreement for IT Services (“Issues
List”). If Vendor objects to a particular paragraph or clause, then
Vendor will need to further describe, in business terms and not in
proposed language, the nature of its concern and what terms Vendor
is willing to accept. The Issues List shall provide the reason or
rationale supporting the item of concern and/or counter response.
Simply stating that a paragraph is "Not Acceptable" or proposing
alternative contract terms without describing in business language
the reason or rationale may be considered non-responsive. If Vendor
does not identify specific concerns with a particular paragraph or
contract clause, the City will consider the paragraph and/or clause
acceptable. Vendor shall also provide a description of the business
benefit to the City for the proposed language changes. The samples
below illustrate both acceptable and non-acceptable forms of
responses. The format labeled "Acceptable" should be followed in
Vendor’s response. Responses that reflect or contain content that
mirror the non-acceptable samples may be considered non-responsive
be reviewed by the City. The Issues List is to be provided to the
City in Enclosure A, in Microsoft Word format.
2. Redlined Documents Will Not Be Accepted – Do not provide
a
redlined Agreement, paragraph or clauses back to the City.
Redlined text would only require the City to make potentially
inaccurate assumptions about what Vendor’s specific issues or
concerns might be. Redlined text will not be reviewed by the
City.
3. No Standard Vendor Form Contracts – Do not provide a copy of
the
Vendor’s standard contract or SOWs to the City. The City will be
using the enclosed Master Agreement for IT Services and SOWs in
negotiations with the Vendor, and the City's legal counsel will be
making all agreed upon revisions to these documents.
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April 14, 2011⎯Page 26
ISSUES LIST – SAMPLE FORM OF ACCEPTABLE VENDOR RESPONSE ITEM
#
REFERENCE #
ISSUE VENDOR PROPOSED SOLUTION/RATIONALE AND BENEFITS OF
PROPOSED SOLUTION TO THE CITY
1 Section 20.11 Governing law – California
Vendor proposes using New York law as the applicable State
law.
Rationale: New York is the location of company's
headquarters.
Benefit to the City: Reduced overhead costs passed on to the
City
UNACCEPTABLE FORM OF VENDOR RESPONSE ITEM #
REFERENCE #
ISSUE VENDOR PROPOSED SOLUTION/RATIONALE AND BENEFITS OF
PROPOSED SOLUTION TO THE CITY
1 Section 20.11 Governing Law - California
14.13 Governing Law; Exclusive Jurisdiction. This Agreement
shall in all respects be interpreted under, and governed by, the
internal laws of the State of California New York including,
without limitation, as to validity, interpretation and effect,
without giving effect to California’s New York’s conflicts of laws
principles.
REASONS WHY FORM IS NOT ACCEPTABLE: 1. Redlined response 2.
Replacement paragraph response (belongs in redline) 3. No business
discussion on why Section 20.11 is not acceptable 4. No reason or
rationale of the concern is provided 5. No benefit to the City
noted
2.5.3 Response to the SOWs and Other Contract Documents The
Vendor shall respond to the SOWs and other contract documents
provided in Enclosure D, according to the same procedures and
format set forth in the Master Agreement for IT Services response
example above. Redlined copies of other RFP documents are not
required or requested.
2.5.4 Mandatory Use of the Pricing Format Template The Vendor
shall provide complete pricing for the set of Services as described
in the enclosures to this RFP. This pricing is all-inclusive for
the specified Services to be provided under this RFP for the
projected Baseline volumes as presented in Enclosure D and
Enclosure B to this RFP. The pricing spreadsheet
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methodology is based on the pricing and charges requirements
contained in Schedule 3 – Fees. Fees for the Services described in
Enclosure D, Schedule 2A – IT Service Management and Life Cycle
Services shall be included as an inherent component to be provided
in support of the sets of the Service Area Services described in
this RFP and thus included in Service Area resource unit pricing. A
detailed pricing response template is provided in Enclosure B in
the form of a Microsoft Excel workbook. The template includes
individual detailed fee worksheets that Vendor is required to
complete, including ongoing resource consumption charges and other
applicable fees. The pricing template includes a fee summary sheet
that provides roll-up pricing for all contract years. Vendor
pricing response shall include pricing for the Service Area
scope(s) on which it is proposing. Vendor shall provide pricing
consistent with the following: Apply the pricing and fee
requirements as described in Schedule 3 – Fees,
in connection with the Service Area scope(s) that Vendor is
proposing on Enclosure D requests Resource Unit pricing for
services only. As applicable,
Vendor shall provide best pricing for hardware and will invoice
the City hardware as monthly pass through charges
Clearly identify and explain all of the assumptions made, upon
which pricing is predicated, including the cost/pricing impact if
the assumption turns out not to be valid
State if any charge is subject to special conditions, and
clearly specify those conditions and quantify their impact upon the
charges
Identify any fixed or one-time charges that fall outside the
service charges submitted in the pricing spreadsheet. For charges
to be identified, the Vendor shall also identify when such charges
will be due and any terms of payment
Express charges for later years of the contract in current
dollars for evaluation purposes
As applicable, state what discount provisions will apply with
respect to discounts for hardware purchases and/or leases procured
through Vendor, prompt payment, or other discount mechanism(s)
Vendor wishes to submit
Detail the costs for termination for convenience if applicable,
and provide a Disentanglement Plan with associated costs
Provide a commitment to ongoing percentage cost reduction of
service prices, reflecting annual improvement in cost and
performance, based on factors such as projected workloads and
productivity improvements
All prices shall remain valid for a period of 240 days from the
date determined as the final acceptance date for responses
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The City will furnish exemption certificates for Federal Excise
Tax upon request. The City is liable for State, City, and County
Sales Taxes. Do not include this tax in the proposed pricing; it
will be added to the net amount invoiced.
2.5.5 Offshore Resource Option Vendor must submit a proposal
where personnel are located completely within the United States. If
the Vendor believes that the use of limited offshore personnel
provides significant value and savings to the City, the Vendor must
also submit a separate and distinct pricing option (using a fully
completed second copy of Enclosure B) for such a solution, provided
such staff have no access to City data or end user data, and that
no City physical assets are located outside the United States.
2.5.6 Alternative Solutions In addition to submitting a fully
responsive proposal, the Vendor is invited to propose alternative
solutions it believes would better meet the City’s requirements.
Alternative responses (such as additional services or enhanced
level of services, beyond the scope of this RFP) may be submitted;
however, each shall be separate and complete. Any alternatives
shall be prepared using the same format specified in this RFP
Enclosures A and B. The Vendor will assume full responsibility to
demonstrate that the alternative will meet or exceed the City's
requirements. Vendor will bear all costs required to obtain the
City's acceptance of the alternative solutions(s). The City
reserves all the same rights for alternatives as otherwise
specified in this RFP. Any consideration given to such additional
services will be entirely at the discretion of the City.
2.6 Submission of Proposals
2.6.1 Submission Requirements Vendor response to this RFP shall
be delivered by the date specified in Section 2.2. All proposals
must be signed with the firm name as indicated. A proposal by a
corporation must be signed by a duly authorized officer, employee
or agent, with his or her title. The representative signing on
behalf of a corporation, partnership, sole proprietorship, joint
venture or entity hereby declares that authority has been obtained
to sign on behalf of the corporation, partnership, sole
proprietorship, joint venture, or entity and agrees to hold the
City harmless, if it is later determined that such authority does
not exist. An original signature, in ink, is required. Copies and
facsimiles are not acceptable. Vendor is required to submit
original Vendor signed response. Response electronic copy, hard
copies and CD copies are also to be submitted to the City in the
quantities and at the locations and date shown in Section 2.2
above. The City prefers that hard copy responses be assembled in
loose-leaf, three-whole punch binders with appropriate tabs for
each section. The City prefers the
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Vendors’ responses are not provided in glue-bound binders or in
unusual binding methods making the binder difficult to remove, such
as Kroy binding. Response shall be complete, in writing and with no
pertinent information omitted. Response shall use and be organized
according to the formats described in Enclosures A and B. Vendors
must also complete and submit the required City forms, as indicated
in section 2.7 of Enclosure A – Response Template. The Vendor's
response to this RFP will constitute an offer to develop a contract
based on the terms stated in this RFP. The City requests
comprehensive, cost-effective, quality solutions that meet all of
the requirements in this document. Response shall remain valid for
a minimum of two hundred forty (240) days from the closing date and
time for receipt of proposals. No proposal may be withdrawn after
the submission date.
2.6.2 Acceptance and Rejection of Proposals
2.6.2.1 Acceptance All proposals properly completed and
submitted shall be considered by The City of San Diego.
2.6.2.2 Rejection A proposal may be rejected if it does not
conform to the rules or the requirements contained in this RFP.
Examples for rejection include, but are not limited to the
following:
The proposal is time-stamped at the Purchasing & Contracting
Department after the deadline specified in the RFP
The proposal is time-stamped at the Purchasing and Contracting
Department after the deadline specified in the RFP
Failure to execute and return the required forms
Failure to respond to all subsections within the RFP. All
proposals that are materially unbalanced, (i.e., that contain
unreasonably high unit prices for some items and/or unreasonably
low unit prices for other items)
The Vendor warrants that: (1) this proposal is genuine and not a
sham, collusive, or made in the interest of or on behalf of any
person, firm or corporation not therein named; (2) the Vendor has
not directly or indirectly induced or solicited any other Vendor to
put in a sham proposal, or any other person, firm or corporation to
refrain from submitting a proposal; and (3) the Vendor has not in
any manner sought by collusion to secure any advantage over another
Vendor. Proof of collusion among Vendors, shall result in all
suspected proposals involved in the alleged collusive action being
rejected, and any
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April 14, 2011⎯Page 30
participants to such collusion shall be barred from future
procurement opportunities until reinstated
The proposal shows non-compliance with applicable laws or
contains any unauthorized additions, deviations or deletions, is a
conditional proposal, is an incomplete proposal, or contains
irregularities of any kind which make the proposal incomplete,
indefinite, or ambiguous as to its meaning
The Vendor adds provisions reserving the right to accept or
reject an award or to enter into a contract pursuant to award or
adds provisions contrary to those in the RFP
2.6.3 Ownership of Response Documentation Responses (and related
materials), once submitted, become the property of the City. One
copy of a submitted proposal will be retained for official files
and become public record. Any information submitted in response
this Request for Proposal is a public record subject to disclosure
unless a specific exemption in the California Public Records Act
applies. Vendor shall not submit a proposal that indicates that its
entire proposal is confidential or proprietary. If a Vendor submits
specific sections with information that is clearly marked
confidential or proprietary, the City may protect such information
and treat it with confidentiality only to the extent permitted by
law. However, it will be the responsibility of the Vendor to
provide to the City the specific legal grounds on which the City
can rely in withholding information requested under the California
Public Records Act, should the City choose to withhold such
information. General references to sections of the California
Public Records Act will not suffice. Rather, the Vendor must
provide a specific and detailed legal basis, including applicable
case law that clearly establishes the requested information is
exempt from the disclosure requirements of the California Public
Records Act. If the Vendor does not provide a specific and detailed
legal basis for withholding the requested information within a time
specified by the City, the City will release the information as
required by the California Public Records Act and the Vendor will
hold the City harmless for release of this information. It will be
the Vendor’s obligation to defend, at Vendor’s expense, any legal
actions or challenges seeking to obtain from the City any
information requested under the California Public Records Act
withheld by the City at the Vendor’s request. Furthermore, the
Vendor shall indemnify the City and hold it harmless for any claim
or liability, and defend any action brought against the City,
resulting from the City’s refusal to release information requested
under the Public Records Act withheld at Vendor’s request.
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Nothing in this section creates any obligation for the City to
notify the Vendor or obtain the Vendor’s approval or consent before
releasing information subject to disclosure under the California
Public Records Act. By submitting a proposal, Vendor acknowledges
the terms and conditions set forth in this section regarding the
submission of confidential or proprietary information. The City
shall not be liable in any way for disclosure of any records
related to this procurement, including proposals. By submitting a
response, Vendor licenses the City to reproduce (within the City
and to its advisers) the whole or any portion of Vendor’s response,
notwithstanding any copyright or other intellectual property
right.
2.6.4 Costs Incurred The City will not be responsible for any
costs incurred by Vendor in the preparation of its response, due
diligence or negotiation of an agreement whether or not finally
awarded. Such response and business development costs shall not be
included in the cost basis of services to be provided to the
City.
2.6.5 Withdrawal and Resubmission/Modification of Proposals A
Vendor may withdraw its proposal at any time prior to the deadline
for submitting proposals by notifying the City in writing of its
withdrawal. The notice must be signed by the Vendor. The Vendor may
thereafter submit a new or modified proposal, provided that it is
received at the City no later than the proposal due date and time
listed in Section 2.2 of this RFP. Modifications offered in any
other manner, oral or written, will not be considered. Proposals
cannot be changed or withdrawn after the proposal due date and time
listed in Section 2.2 of this RFP.
[Remainder of Page Intentionally Left Blank]
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April 14, 2011⎯Page 32
3.0 Proposal Evaluation and Selection Process 3.1 Initial
Administrative and Minimum Requirements Evaluation
The City proposal evaluation team, including the City Purchasing
Director, will conduct an initial review of proposals for
conformance to administrative requirements and the minimum
qualification requirements described in Section 1.6. If a proposal
fails to meet these requirements, the proposal may be rejected.
Proposals that contain false or misleading statements may be
rejected if in the City’s opinion the information was intended to
mislead the City regarding a requirement of the RFP package.
3.2 First Round Evaluation The City proposal evaluation team
will review in detail proposals that pass the initial
administrative and minimum requirements evaluation. During this
phase of the evaluation process, the City evaluation team will
score each proposal using a hierarchical scoring model based on the
evaluation guiding principles listed below. The City may require a
Vendor's representative to answer questions with regard to the
Vendor’s proposal. Failure of a Vendor to demonstrate that the
claims made in its proposal are in fact true may be sufficient
cause for deeming a proposal non-responsive. Proposals that contain
false or misleading statements may be rejected if in the City’s
opinion the information was intended to mislead the City regarding
a requirement of the RFP package. Based on the first round proposal
evaluation and scoring results, the City evaluation team shall down
select the proposal pool for participation in Vendor presentations.
The process will end here for Vendors not invited to participate in
Vendor presentations. Vendors requesting a debriefing for the
reason(s) for their non-selection will be required to wait until
the issuance of the Notice of Apparent Successful Vendor.
3.3 Vendor Presentations Down selected Vendors will be required
to present the RFP response to the City and other City
representatives at the location, date and time specified in Section
2.2. The City strongly recommends that the presentation be limited
to the proposed account team, as described in Schedule 1 –
Relationship Management, including the Program Executive, Program
Managers, Service Delivery Manager(s), Transition Manager, and
other response participants such as the pricing response lead.
Prior to the presentation, the City will provide an agenda to guide
the presentation content.
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Following Vendor presentations, the City evaluation team shall
update its proposal evaluation and scoring and will select a group
of finalists to continue in the selection process. The process will
end here for Vendors not invited to participate as finalists.
3.4 Response Evaluation Guiding Principles Vendor responses will
be evaluated based on criteria, including, but not limited to the
following (note: order does not indicate relative importance):
3.4.1 The Vendor’s Ability to Deliver Services Qualifications
and experience of the committed account team Ability and committed
approach to meet City service and performance
requirements Vendor’s commitment and plan to deliver Services on
time and on budget
(e.g., monitoring tools, reporting tools, development of
supporting procedures)
The Vendor’s quality commitments, including service level
requirements (SLRs) and remedies for failure to achieve SLRs
Vendor’s demonstrated capability and approach to support
continuously changing environments
Vendor’s demonstrated ability to meet RFP requirements as
described in the Vendor’s proposal responses (e.g., quality and
relevance of references)
3.4.2 Content and Quality of Vendor’s Response Quality and
background of committed account and delivery teams Responsiveness
to the requirements and philosophy of this RFP, including
the degree to which the response completely provides the
requested information in the specified format
Appropriateness and completeness of Vendor’s proposed Service
Area solutions
The Vendor’s plan to provide continuous, measurable, and
improving services
The Vendor’s Services transition plan, requirements, and related
costs, with emphasis on avoiding any potential disruption or
degradation of service during transition implementation
Vendor’s expectations and requirements of the City to
successfully maintain a good relationship
3.4.3 Flexibility Offered by Vendor Level of Vendor acceptance
of the City MSA terms and conditions, together
with the City Schedules and Appendices to the MSA
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Alignment of Vendor’s methodologies and industry standard
practices with City requirements
Flexibility of contractual arrangements from initiation and over
the life of the contract
Future ability for the City to economically increase or decrease
the volume of outsourced services
The Vendor’s commitment to extend cost saving benefits to the
City that Vendor achieves from implementation of new technologies
and/or business practices for delivery of the services described in
this RFP
Renegotiation and termination rights
3.4.4 Solution Costs Commitment to maintain market pricing over
the life of the contract through
benchmarking and other means The City total costs (Vendor fees
plus costs to be retained by the City) for
the proposed solution in the short-term and over the contract
period Commitment to support the City SLRs, as stated in this RFP,
at costs
comparable to the marketplace Opportunity to reduce the City
long-term costs as a result of leveraging
Vendor capabilities, thus reducing the City technology
investment requirements without reducing service performance
In addition, and at its sole discretion, the City may determine
and use any other relevant criteria.
3.4.5 RFP Scoring Criteria and Weighting The following are the
categories and weightings that will be used to score qualified
Vendor proposals in the preliminary and BAFO rounds of the
procurement process: Round 1 Evaluation Scoring Criteria:
• Business (25%) o Vendor Compliance with RFP Process (2%) o
Vendor Profile (8%) o Relationship Management & Vendor Staffing
(7%) o EOCP (8%)
• Technical (29%) o ITSM & Lifecycle Services (7.5%) o Data
Center Services (5.6%) o Voice, Data, and Converged Network (7.5%)
o Service Desk and Desktop Support (1.9%) o Application Development
and Maintenance Services (6.5%)
• Cost (29%)
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o Data Center Services Price (5.8%) o Voice, Data, and Converged
Network Price (7.7%) o Service Desk and Desktop Support Price
(1.9%) o Application Development and Maintenance Services Price
(6.8%) o Other Costs (e.g., Termination Fees, Transition Fees, Rate
Card)
(6.8%) • Risk (17%)
o Contractual and Pricing Risk (9.4%) o Transition, Migration,
and Transformation Risk (7.6%)
BAFO Round Scoring Criteria:
• Business (20%) o Vendor Compliance with RFP Process (1%) o
Vendor Profile (5%) o Relationship Management & Vendor Staffing
(5%) o EOCP (4%) o References – Business View (2%) o Site Visit -
Business View (3%)
• Technical (25%) o ITSM & Lifecycle Services (5.1%) o Data
Center Services (3.8%) o Voice, Data, and Converged Network (5.1%)
o Service Desk and Desktop Support (1.3%) o Application Development
and Maintenance Services (4.5%) o References – Technical View
(2.6%) o Site Visit - Technical View (2.6%)
• Cost (35%) o Data Center Services Price (6.8%) o Voice, Data,
and Converged Network Price (9.0%) o Service Desk and Desktop
Support Price (2.3%) o Application Development and Maintenance
Services Price (7.9%) o Other Costs (e.g., Termination Fees,
Transition Fees, Rate Card)
(9.0%) • Risk (20%)
o Contractual and Pricing Risk (11.1%) o Transition, Migration,
and Transformation Risk (8.9%)
3.5 Finalist Phase
3.5.1 Confidentiality Agreement All finalists will be required
to execute a Confidentiality Agreement prior to receipt of the
City’s Best and Final Offer (BAFO) package. Further, any third
party who is given access to the confidential information must also
have signed a Confidentiality Agreement with the City.
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3.5.2 Vendor Reference Checks
For the finalists, the City’s evaluation team will contact
Vendor customer references by telephone. In addition, the team may
arrange to visit Vendor operating centers and/or customer sites to
further confirm and evaluate the proposed solution.