News Flash

Township of Shaler
Request for Proposals
Information Technology Support Services 

Proposals will be accepted by the Township of Shaler for Information Technology Support Services for all Township operations.  Interested vendors should submit one original and one copy of their proposal response documentation in an enveloped marked as follows:

IT SUPPORT SERVICES PROPOSAL
PROPOSALS ARE DUE NO LATER THAN THURSDAY, MARCH 28, 2024, AT 2:00 P.M.

Please submit bids to:    
Judith L. Kording
Assistant Manager
Shaler Township
300 Wetzel Road
Glenshaw, PA 15116

Vendors are encouraged to provide as much detail as possible in this proposal, regarding scope of service, approach to protecting and securing the technology used by Township users, and their capability and experience.   The Township will utilize evaluation and selection criteria to determine an acceptable vendor. The Township reserves the right to reject any or all proposals or to accept any proposal considered most advantageous, regardless of price.

A copy of the request for proposals will be available on the Township website at www.shaler.org.  All vendors assume the sole responsibility for monitoring the website for any updates on the status of the proposal on the Township’s website.  Any changes or clarifications to the Request for Proposals will be posted exclusively on the Township’s website.  

1. INTRODUCTION
The Township of Shaler is requesting proposals from qualified, professional technology vendors for Information Technology Support Services.   The qualified vendor would provide necessary technical services, which would enable the Township to:      

• Protect and secure its technology facilities.
• Ensure the efficient operation of its data processing networks and related computer system in its defined user community.
• Enhance the quality of service for departments defined in the enclosed schedules.
• Minimize the spending and maximize the return on investment in technology.

The ideal vendor will resolve computer systems and network issues in accordance with standard and acceptable maintenance and support benchmarks.   The successful vendor will be expected to respond to requests for service calls efficiently and to ensure that there is NO significant computer downtime during operations for Public Safety.  Please note that the Shaler Township Police Department is a full time 24/7/365 days per year operation and support services MUST be available at any time. It is essential that support be provided during nontraditional business hours to this department to ensure uninterrupted public safety services.  The vendor is expected to report on the status of technology issues and communicate effectively with all Township departments.

2. BACKGROUND INFORMATION
The Township of Shaler does NOT have an IT Department and is currently using an outside vendor service to provide maintenance and support on an as needed basis for employees.

Utilized throughout the Township’s departmental infrastructure, the Township maintains 6 Microsoft Windows Virtual Servers, of which 2 are running 2012 R2, and the other 2 running Windows Server 2016, hosted on a single VMWare ESXi v6 server.  These virtual servers run a variety of software and have variously sized memory and virtual hard drives. Other detailed information about the specifications is available for review, as necessary.

There are approximately 45 PCs in the department areas to be covered under the service and support agreement.  In addition, there are 10 laptops and 18 Surface Pros that are connected to the network and other devices that are either standalone or on the network as needed.  These computers are located throughout three buildings (300 Wetzel Road, 799 Little Pine Creek Road and 1 Meyer Road) all within 1 mile of each other. These PCs vary by manufacturer, age, specifications, software, and service pack versions. Windows 10 Professional is the prevalent operations systems used on the workstations. The Township deploys Trend Micro as its prevalent anti-virus software and uses a variety of SonicWALL firewalls and VPNs to control outside access to the network.

Detail describing the inventory more specifically is available as part of this RFP.

Experience in Public Safety Systems and Criminal Justice Information System (CJIS) Security Policy is preferred.  This experience can be noted in the response. Additionally, all IT vendors having access to the Township of Shaler Public Safety Servers must submit a fingerprint and criminal history check conducted by the party designated by the Township of Shaler.

3. SERVICES REQUIRED
This section summarizes the services to be provided to the Township of Shaler in this RFP.  The Township is looking for a maintenance and support program to be designed under two major categories. These categories are PREVENTIVE MAINTENANCE and AS NEEDED MAINTENANCE, to accommodate department computer system activities and user equipment performance. The Township expects the vendor proposal to define, in detail, the approach to be used in the above. The distinction of time and material costs for these efforts are important to billing the Township and for consideration in annual budget consideration.  

1. Initial Assessment
   Review of inventory, updated network diagram, assessment of the system architecture and equipment for efficiency, life expectancy, capacity, speed, and current processes, and make recommendation for improving routine support criteria and eliminating emergency maintenance situation. A review of this initial assessment shall be submitted to the Township no later than August 1^st of the initial year and August 15^th of subsequent years as this contract is in force.  This will allow for necessary budget planning for the following budget year.
2. Desktop Application Support
   Performance of basic support functions, including the installation of PC’s, laptops, mobile devices, printers, peripherals, and all desktop software, diagnosis and correction of desktop application problems, configuring of PC’s, laptops and mobile devices for standard applications, identification and correction of user hardware problems with advanced troubleshooting, as needed; maintenance of an updated inventory of all computer related hardware, to make available to Township personnel upon request; and implementation of a “help” desk procedures as defined in the policy constraints of the successful vendor.
3. Server and Workstation Administrative Services
   Management of networks and computer systems, including complex applications, databases, messaging, servers and associated hardware, software, communications, and operating systems, necessary for performance, security, reliability, and recoverability of the systems.
   
   Scheduling of preventative maintenance for equipment in the areas of coverage is properly and promptly performed; maintenance of records for all “help” desk tickets for on-site visits, remote support and telephone support is available, development of operations and quality assurance for backup plans and procedures are being followed.
   
   Configuration management, including changes, upgrades, patches, etc. is maintained; management of user logins and password security is documented; and support of software products relating to servers and workstations, timely response to repair and maintenance work for the user.
4. Network Administration Services
   Maintenance and support of network equipment, including switches, firewalls, routers, and other security devices is included.  Installation and maintenance of printers, scanners, network devices et al: analysis, routine configuration changes, and installation of patches and upgrades; minor cabling, if needed; alert notifications in case of failure of equipment.  Proactive monitoring of network equipment, including performance indicators to report on threshold limitations; network performance and capacity management services; continuous troubleshooting is also required.
   
   Maintenance of network documentation for daily, weekly, monthly, and annual services is required.
5. Email, Security and Backup Efforts
   Maintenance of Township email accounts using the Township domain (shaler.org), adding, changing, and/or deleting Township employee accounts as requested; maintenance of virus detection programs on the Township servers and user computers and laptops; performance of periodic security audits, including notification of suspected breaches of security to the Township’s designated person, as required.
   
   Configuration of the Township systems to enable remote access in a secure environment, with provisions for remote access administration, as requested by the Township designee or designee(s) is required.
   
   Requirements for a data backup policy, with procedures in place to handle daily, weekly, and monthly backup of the computer, data and information, email, and the like: program to restore systems and data if servers and/or computers go down, are required.
6. Planning
   Engineering, planning and design services for major system enhancements and/or upgrades to existing systems; recommendations for future purchasing and technology needs, when requested or necessary.
   
   Installation of new equipment, software, and transfer of existing data when acquired, will be needed.
7. Phishing Training/Testing – On a periodic basis (at least once per year), the contract shall include training for all users for potential exposure of phishing schemes for all Township users.   Reporting of this training shall be submitted to the Township within 30 days of completion of such training, along with notations of any failures by users of the testing.  In addition, there shall be ongoing testing of all users on a regular basis for potential exposures of vulnerability. A report shall be submitted to the Township on a quarterly basis of all testing results.  
8. Not Included in the Contract
   The contract to be awarded does not obligate the Township to purchase computer equipment, hardware devices, cabling, licenses, software et al from the successful vendor.

4.  SUBMISSION REQUIREMENTS
The Township is requesting that the proposal submitted addresses the subject outlined in Section herein with specificity.  The Township is looking for content, organized effort, and solution-oriented procedures. The goal is a secure, smooth operating, efficient process, and effective information technology system.

Due to the nature of this RFP, it is requested that each proposal be brief and to the point and consist of no more than ten pages. Each proposal shall provide the following information:

Letter of Transmittal
The letter of transmittal must contain the following statements and information:

• Company name, address, telephone number(s), fax, and website address.
• Name, title, email address, and telephone number of the person(s) to contact and who is authorized to represent the firm and to whom correspondence should be directed.
• Federal and State taxpayer identification numbers of the firm.
• A brief statement of your understanding of the services to be performed and make a positive commitment to provide services as specified.
• The letter must be signed by a corporate officer or person authorized to bind the vendor to the proposal and cost schedule.
• A statement indicating that the proposal and cost schedule will be valid and binding for ninety (90) days following the proposal due date and will become part of the contract negotiated with the Township.

Profile
Provide a short profile of the firm including at a minimum:

1. Length of time in business.
2. Length of time in providing proposed services.
3. Number of clients.
4. Number of clients in public sector.
5. Number of full-time employees and area of involvement: Technical Support, Programming, Consulting, Sales Support, Administrative Support.
6. Location of office to service the account.
7. Small, Minority-owned, and Woman-owned business, if applicable.

Proposal

1. Description of the approach the firm will use to provide the services requested. Description of how the firm is positioned to provide the services requested, with a history of experience of providing similar services.
2. Name, title, address, telephone number and email address of three references for clients, to whom similar services have been provided, including information referencing the actual services performed, number of users, and length of tenure.   References of other Public Sector Clients would be beneficial.
3. Naming of staff resources, with identification of principals and key personnel,
   - Who are available to provide the services (the Township prefers one primary point of contact or project manager).
   - Experience and expertise of staff.
   - Local availability of staff is an important consideration.
   - Role and responsibilities that each staff member will have.
4. Support services questions to be addressed:
   - Help desk description.
   - Support availability (days of week and time, including how you will deal with after hours and weekend calls).
   - Structure of charges for support.
   - Steps for resolving problem escalation.
   - Final authority regarding conflicts.
   - Response time and goal for resolving problems.
5. Explanation of any contract termination for default or other incident in the past five years.  Termination for default is defined as notice to stop services for non-performance or poor performance, and issue with either litigated or not litigated. If default occurred, list name, address, telephone number and email address of the party. If NO such termination occurred for default, declare same. The Township will evaluate the facts, and may, at its sole discretion, reject the vendor’s proposal.
6. Scope of services beyond the RFP that the firm provides which may be of interest to the Township.
7. Proposal summary, including why the firm is pursuing the work and how it is uniquely qualified to perform the services.

Draft Contract Language
The vendor shall submit a draft contract.

Reports
The vendor shall submit service reports on a monthly basis, summarizing service and IT policy issues. The Vendor must be available to meet with the Township Assistant Manager or designated staff member to review periodically scheduled reports and discuss issues.

Cost of Services
The Township is requesting that the vendor submit a FIXED FEE service contract for ongoing maintenance items along with an hourly rate for troubleshooting, desktop maintenance and other projects for a twelve-month period, with an option to renew for four successive twelve months period.  Each twelve-month period must be shown separately.  The payment schedule will be on a monthly basis.

As a bid alternate, vendor should also submit a FIXED FEE service contract for all-inclusive service and maintenance, with the understanding that major projects (such as server replacement/upgrade) will be negotiated on an as needed basis.

Vendors may also submit other alternate packages that they feel would meet the needs of the Township as an included alternate bid.

Vendors must list, specifically, any services which would not be covered in the proposal price. The vendor shall indicate the impact, if any, of changes to the Township’s IT infrastructure (number of servers and PC’s on a fixed fee). Identify the following for those services not under the fixed fee structure:

1. A fee schedule containing the vendor hourly rate.
2. A description of how services will be billed.
3. A description of additional charges, as in out-of-pocket expenses for travel, subsistence, etc.

5. Evaluation Criteria 
A selection committee, appointed by the Township Manager, will review the vendors’ qualifications. From this review, an evaluation and selection process will be completed using the following criteria as a benchmark for making a recommendation. The Board of Commissioners will award the contract to the vendor who provides a proposal that determines the best value for the Township. The criteria are shown below and are listed in relative order of importance:

1. Approach and Methodology
2. Project Staffing and Experience
3. Pricing
4. Satisfaction of Clients/End Users
5. Experience with Public Safety Agencies

The Township reserves the right to weigh these factors as appropriate.

6. Miscellaneous
The Board of Commissioners reserves the right to reject any or all proposals for failure to meet the requirements contained herein, to waive any technicalities, and to select the proposal which, in the Boards’ sole judgement, best meets the requirements of the program.

The RFP created no obligation on the part of the Township to award a contract or to compensate the Bidder for any costs incurred during proposal presentation, response, submission, presentation, or oral interviews.   The Township reserves the right to award a contract based on proposals received without further discussion or negotiation.  Vendors should not rely upon the opportunity to alter their qualifications during any discussions.

The Township further reserves the right to make such investigation as it deems necessary, to determine the capability of vendors to furnish required services, and vendors shall furnish as much information for this purpose as the Township may request.

Vendors must specifically identify any portions of their submittals, deemed to contain confidential and proprietary information, or trade secrets.   However, the vendor should also understand that information submitted may be subject to Pennsylvania Right to Know Laws and may be disclosed if requested.

All requests from the vendor for additional information must be made in writing via email to: jkording@shaler.org. This request for information will be made available to all potential bidders at the discretion of the Township.