Introduction
This invitation to bid is for the full range of duties associated with Information Technology (IT) support services. The purpose of this invitation to bid is to gather information to determine which company is qualified and able to meet the needs and demands of the Town of Morrison (hereafter, the Town).
The Town is looking for an experienced company that is reliable and cost-efficient, with the resources available to provide quality IT support services. The qualified vendor will maintain and improve IT effectiveness, enhance its quality of services, minimize downtime and support costs, ensure data security, and maximize return on investment for IT. The vendor will work with the Town Administration for general Town infrastructure, equipment, and employee needs, and with each respective department for their related equipment and requirements.
Consultants interested in bidding are invited to submit (1) an electronic copy of the bid by
5 p.m. on Monday, September 16, 2024 to:
Mallory Nassau, Town Manager:
mnassau@morrisonco.us, with the subject line titled, “Information Technology Support Services Bid.”
Questions or requests for additional information should be directed to:
Mallory Nassau, Town Manager:
mnassau@morrisonco.us
Background
The Town is located in Jefferson County adjacent to the City of Lakewood, and the City of Golden. The Town currently has 25 full-time employees, and 12 part-time employees, who work from multiple (5) locations. Most facilities are open weekdays (excluding holidays) from 8 am to 4:30 pm with occasional evening meetings.
The Town uses a wide variety of systems, servers, and third-party software vendors, including, but not limited to:
- Caselle Connect
- Office365
- Xpress Bill Pay
- File Server
- Zoom
- GIS
- Radio Network
- Adobe
- Civic Plus
- Camera
- SCADA
- Mobile Data Terminal (MDT)
- Record Retention Platform
Scope of Work
The Town desires an outsourced IT management provider to provide proactive maintenance, support, and other IT-related functions to perform the following services:
Initial AssessmentWith the assistance of Town staff, compile an inventory of all information technology-related assets, assess system assets, and make recommendations for improved Town-wide IT system performance.
Desktop Applications Support
Perform basic support functions, including without limitation installing PCs, laptops, printers, and software; diagnosing and correcting desktop application problems; configuring laptops and desktops for standard applications; identifying and correcting hardware problems; performing advanced troubleshooting; and managing Cloud backup software for specific workstations. Assist designated Town personnel with hardware and software purchases as needed. Assist with ADA compliance as needed. Assist with warranty and other technical support.
Server Administration Services
Manage computer network and associated hardware, software, communications, and operation system necessary for the system's quality, security, performance, availability, recoverability, and reliability. Monitor server performance and capacity management services, and provide upgrade modifications as needed. Ensure scheduled preventative maintenance for equipment is promptly performed; develop backup plans and procedural documentation for active servers. Confidentiality of information is vital.
Network Administration Services
Scope of activity includes all Town network equipment, including without limitation switches, firewalls, routers, and other security devices. Manage backup and disaster recovery system. Monitor network performance and capacity management services. Create and maintain a town-wide network diagram.
Security
Maintenance of virus/malware detection and spam reduction programs on Town servers, email, other Town computers, and laptops. Perform security audits as requested and notify the Town Manager of suspected security breaches. Assist the Town in complying with best practices.
Strategic Planning
Provide technical leadership for all technology issues. Make recommendations for future purchasing and technology needs. Keep the Town up to date on new technology changes and uses that will enable the Town to increase efficiency and reduce costs. Install equipment, including, without limitation, new servers, software, and hardware, and transfer data when required. Assist with policy formulation and application. Make
Help Desk Support
End-user support must be timely, friendly, and professional. Urgent and emergent support must be available 24/7/365, with the routine backing available Monday – Friday from 8:00
a.m. to 5:00 p.m.
On-site Support
The proposal shall include on-site support costs, including after-hours and holidays.
Public Records
Assist in public records keyword searches through active and archived email and network files of current and former employees. Preserve original metadata of emails and network files while saving contents to electronic files. The vendor must be knowledgeable about Colorado Open Records Act requirements.
Computer Inventory and Disposal
The vendor must maintain an inventory of PCs and related hardware with recommended replacement dates to assist with the Town's asset management program. The vendor must provide monthly hardware inventory and proper and legal electronic disposal of surplus electronic equipment.
Submission Format and Specifications
The following information shall be required in the bid submittal:
- Introduction
- Length of time in business
- Total number of clients and the total number of public sector clients
- Identify the names and major certifications of key personnel who will provide the information technology services.
- Qualifications
- Summarize the experience and technical expertise of staff. The local availability of the team providing these services will be an important consideration
- Describe your approach to providing services and your methodology for providing ongoing support.
- Beyond the scope of the invitation to bid, what services (related or otherwise) does your organization provide that could benefit and/or may be of interest to the Town?
- Solution
- Support Services – Please answer the following:
- Is help desk support available?
- When is support available? (Indicate XX a.m. to XX p.m. and the days of the week)
- How are the charges for support structures documented and tracked?
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- Describe your problem escalation process, including:
- Initial problem identification
- Determination of priority and severity of the problem
- Steps for resolving problem escalation when a solution is not forthcoming, or an implemented solution is unsatisfactory.
- Indicate your response time goals and your statistics regarding meeting that goal.
- As a municipal government, Town departments include Administration, Public Works and Utilities, Facilities, Grounds, and Roads, Police Department, Museum, and Elected Officials.
- Explain your familiarity and experience in supporting the specialized technology requirements of these departments.
- With the understanding that these departments operate on a 24/7/365 day-per-year schedule, what your availability be in the event of any technical issues requiring immediate attention during non-routine business hours?
- Costs
- The proposal must include a fee schedule that indicates hourly rates and/or a flat monthly rate for the proposed services.
- Define any additional charges (e.g. travel expenses).
- References
- Provide the name, title, address, and contact information of three (3) references of clients for whom you have provided similar services.
- Please provide information referencing the actual services provided, customer size (number of users), and the length of time you have provided services to this client.
Submission Instructions
Consultants interested in bidding must submit a bid by Monday, September 16, 2024, at 5 pm. Bids should be sent electronically to mnassau@morrisonco.us, with the subject line: “Information Technology Support Services Bid.”
Evaluation Criteria
The Town intends to evaluate all bids received from interested consultants. Once this assessment is completed, the Town will contact all respondents with a decision.
Bids will be evaluated based on multiple criteria considerations, including but not limited to:
- Understanding of the Town’s needs and services to be provided
- Personnel Experience
- Availability
- Cost
- Satisfaction of clients/end users
Rejection of Bids
- The Town may reject a bid if the bid does not include all information and documentation required for submission.
- The Town may, at its sole and absolute discretion, postpone or cancel this solicitation process and/or determine the criteria and process whereby Proposals are evaluated.
