1001 - Managed IT Service

REQUEST FOR PROPOSALS
DUE BY: May 24, 2024

The Gratiot County Board of Commissioners (“the County”) invites qualified firms to provide information technology managed services to the County at various sites of service.

To be considered for this engagement, your business must meet the qualifications and satisfy the requirements set forth in this Request for Proposals. Proposals must be received at address listed below by 4:30PM on May 24, 2024.                           

Gratiot County
Matt Hewitt, IT Director
214 E. Center St.
Ithaca, MI  48847
Phone: 989-875-5267
E-mail: mhewitt@gratiotmi.com

 

1. INTRODUCTION

1. 1. Bid Submission and Project Representative.

1. 2. Right of Refusal

1. 3. Project Description.

• Full documentation and inventory of the network
• Best-practice configuration of the network for monitoring and management
• Orientation and training for IT staff on RMM system, ticketing system, helpdesk workflow
• Performance monitoring of network prior to and after implementation

• 24/7 incident response services for all server and network devices.
• Phone, remote, and on-site support to authorized users for all included server and network devices
• Track all incidents through an ITIL-based service desk system.
• 24/7 collection of performance data for our included server and network devices
• Utilize industry-best practices for remote access, control, and management of all devices
• Patching: Deploy, manage, monitor the installation of firmware updates, operating system updates, security updates, reliability updates, software updates as deemed necessary on all applicable devices with additional emphasis on devices connected to the network
• Resolution of monitoring alerts
• Resolution of performance issues
• Resolution of availability issues

• Deploy Endpoint Detection and Response (EDR) to all workstations and servers with MSP-supplied RMM
• Monitor workstations and servers with EDR installed via 24/7/365 partner SOC.
• Respond to incidents and service requests. All requests will be prioritized and processed per a structured priority-based system.
• Remote Backup with at least annual recovery testing

• Provide the client with a named strategic resource to assist the client with the following:

• Work with client to develop an annual technology budget for recurring expense items and new capital requirements in alignment with organizational goals

• Recommend technology solutions as well as provide roadmaps that support key business processes in order to help the client leverage technology appropriately.
• Analyzing IT Health Data
• Perform a periodic analysis of the data collected by MSP’s monitoring systems to proactively resolve issues and assess potential risks within the environment. MSP will make this analysis available to IT Director.

• Hardware and software asset and warranty expiration tracking
• Domain name expiration tracking
• Hardware and software purchase specification
• Web portal access for ticket creation and management
• Maintaining network documentation and secure password storage
• Interfacing with vendors such as internet service providers (ISPs)

• Repair and maintenance of computer equipment and computer network, including:
  • Existing computers (approximately 240 workstations and 15 servers)
  • One Local AS/400 system used for archival lookups
  • One Cloud AS/400 system (managed service provider’s responsibility would be limited to account creation and printer troubleshooting, with State of Michigan State Court Administrative Offices helpdesk providing advanced support)
• Includes support coverage on new equipment or software obtained for use by the county over the course of the contract
• Includes but not limited to setup of computers, creation of images, repair of hardware if applicable and correction of software and Windows operating systems errors and problems.
• Ticketing system that can be monitored by Gratiot County IT staff
• Technical support provided by phone, remote access or by onsite support technician.
• Afterhours callback/ remote support required
• Technical support covers all hardware components including but not limited to computers, iPads, smartphones, scanners, printing devices, courtroom audio recording equipment, Mobile Data Computers used by Sheriff’s Office and other computer peripherals and office equipment
• Initial point of contact for most technology related issues, working on behalf of the user when issues must be resolved with other vendors (building security vendor, software vendors, PC hardware vendors, etc.)

• Documentation of processes, systems, workflows, software installers, etc.

• Managed service provider will break out costs associated with assigning and stationing a Level 1 technician onsite at the Gratiot County Courthouse, Monday, Wednesday, and Friday each week during normal business hours of 8 a.m. to 4:30 p.m.
  
  At minimum, the Level 1 technician shall have an associate degree or higher, or industry certifications such as CompTIA A+ or Microsoft Certified Professional, or 2+ years’ experience in the industry. Appropriate duties at this level include PC installation and maintenance including:
  
  1) Operating system installation and configuration
  2) Line of business software installation, configuration and troubleshooting
  3) Security best practices and implementation
  4) Hardware repair / parts replacement
  5) Printer installation and configuration
  7) Network connectivity configuration and troubleshooting including wireless and mobile devices
  8) Basic server administration (file permissions and user administration)
  9) IP phone setup / configuration, and troubleshooting
  10) Documentation of IT processes, software, equipment
   

• Gratiot County Courthouse
  214 E Center St.
  Ithaca MI 48847
• Gratiot County Sheriff's Office and County Jail
  226 E Center St.
  Ithaca MI 48847
• Gratiot County Animal Control Office
  2675 W Washington Rd.
  Ithaca MI 48847
• Gratiot County Community Airport
  3999 W Seaman Rd.
  Ithaca MI 48847
• Gratiot County MSU Extension Office
  219 N State St.
  Alma, MI 48801
• Gratiot County Parks & Recreation Office
  3181 E Johnson Rd.
  North Star MI 48847
• Gratiot County North Annex Building
  114 S Main St.
  Ithaca MI 48847
• Gratiot County South Annex Building
  118 S Main St.
  Ithaca MI 48847
• Gratiot County Drain Commission
  Office 904 E Center St.
  Ithaca MI 48847
• Gratiot County Central Dispatch / Emergency Operations Center
  1375 County Farm Dr.
  Ithaca MI 48847

• Gratiot County is responsible for purchase of any hardware or line-of-business software items. Software associated with providing MSP services (ticketing system, remote monitoring, patch management, etc.) should be included in the proposal.

• Describe your firm’s capabilities to conduct network and security assessments and ability to complete any necessary system enhancements.
• Describe your approach to provide installation, configuration management, patching, monitoring, and ongoing maintenance for network devices.
• Detail the process of providing services, as outlined above. Define standard service hours during regular business hours, weekends, and holidays. Any applicable Service Level Agreement (SLA) for response time options should be included.
• Detail your firm’s proposed approach to offering end users a consistent working experience, providing reliable and secure access to files, folders, email, and printers.
• Describe any software utilized for routine patching and updates, as well as software for communication and remote support, such as a helpdesk ticketing system.
• Describe any additional service items, and cost, which may be of interest to Gratiot County.
• Provide a clear fee schedule that outlines all monthly service delivery costs, as well as any proposed one-time software or start-up costs. The fee schedule should include a breakdown of pricing structure (per user, per hour, etc.) any additional billing rates, hourly costs, and additional expenses for each individual or service.
• Provide any other fee information applicable to the proposal that has not been covered.
• Outline all provisions, termination clauses, and/or penalties for closing or changing the number of services as needed.
• Describe any additional facets relevant to this RFP, which have not been previously mentioned that you feel warrant consideration or add to your firm’s value as a strategic partner to Gratiot County.
• Provide a brief description of your firm, including but not limited to an overview of your firm, including name of the principal(s) of the firm, address, total number of employees, overall industry experience, certifications, and any affiliations.
• Describe your firm and its capabilities. In particular, support your capacity to perform the services detailed in this RFP.
• Indicate which employees your firm would be involved in providing services to Gratiot County, including their designated roles, qualifications, and experience.
• Provide a list of references, with names and contact information, for organizations or businesses for whom you have performed similar work. A minimum of three references are required. References from local government organizations, especially Michigan counties, are preferred.
• Provide proof of insurance coverage as outlined in Appendix A.

1.  Worker’s Compensation Insurance, including Employers’ Liability Coverage, in accordance with all applicable statues of the State of Michigan.
2. Commercial General Liability Insurance on an “Occurrence Basis” with limits of lability not less than $1,000,000 per occurrence and aggregate. Coverage shall include the following extensions: (A)  Contractual Liability; (B) Products and Completed Operations; (C) Independent Contractors Coverage; (D) Broad Form General Liability Extensions or equivalent, if not already included; (E) Deletion of all Explosion, Collapse, and Underground (XCU) Exclusions, if applicable.
3. Automobile Liability, including Michigan No-Fault Coverages, with limits of liability not less than $500,000 per occurrence combined single limit for Bodily Injury and Property Damage. Coverage shall include all owned vehicles, all non-owned vehicles, and all hired vehicles.
4. Additional Insured:  Commercial General Liability and Automotive Liability, as described above shall include an endorsement stating the following shall be Additional Insureds: Gratiot County, all elected and appointed officials, all employees and volunteers, agents, all boards, commissioners, and/or authorities  and board members, including volunteers thereof. It is understood and agreed by naming the County as additional insured, coverage afforded is considered to be primary and other insurance the County may have in effect shall be considered secondary and/or excess.
5. Cancellation Notice:  Worker’s Compensation Insurance, Commercial General Liability Insurance, Automobile Insurance, as described above, shall be endorsed to state the following:  It is understood and agreed Thirty (30) days, Ten (10) days for non-payment of premium, Advance Written Notice of Cancellation, Non-Renewal, Reduction, and/or Material Change shall be sent to: Gratiot County, Attention: Kalin Lombard, 214 E. Center St., Ithaca, MI 48847.
6. Owners’ and Contractors’ Protective Liability:  The Contractor shall procure and maintain during the life of this contract, a separate Owners’ and Contractor’s Protective Liability Policy with limits of liability not less than $1,000,000 per occurrence and aggregate. The County shall be “Named Insured” on said coverage. A thirty (30) day, ten (10) day for non-payment of premium, Notice of Cancellation shall be endorsed onto this policy. In lieu of this requirement, per project aggregate on the Commercial General Liability policy may be acceptable for jobs requiring a $1,000,000 liability limit.
7. Proof of Insurance Coverage:  The Contractor shall provide the County at the time the contracts are returned by him/her for execution a Certificate of Insurance as well as the required endorsements. In lieu of required endorsements, if applicable, a copy of the policy sections where coverage is provided for additional insured and cancellation notice would be acceptable. Copies of all policies mentioned above shall be furnished, if so requested.