TECHNOLOGY SOURCING PROJECT - Shelby Township

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Oct 26, 2013 (3 years and 9 months ago)

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Charter Township of Shelby, Michigan











Technology Support Services

Request for Proposal



September 24, 2012




Issued by:

Charter Township of Shelby

Attention:
Mr.
Stanley
Grot

52700 Van Dyke

Shelby Township, MI 48316

Charter Township of Shelby



Technology Sourcing RFP


Page
2










Charter Township of Shelby

Technology Sourcing

Request for Proposal


TABLE OF CONTENTS




Page

1.

INTRODUCTION

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5

1.1

Intent
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5

1.2

Deadline for Proposals

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5

1.
3

Requirements for Signing Proposal

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5

1.4

Preparation of Proposals

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6

1.5

Proposal Format Bidder Response Forms
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6

1.6

Consideration of Proposals
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6

1.7

Basis for Award

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6

1.8

Award of Contract
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6

1.9

Inte
nt to Propose
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7

1.10

Pre
-
Bid Meeting

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7

1.11

RFP Clarifications
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7

1.12

RFP Addendum

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7

1.13

Advice
of Omission or Misstatement

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8

1.14

Bonding Requirements

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8

1.15

Individual Sections
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8

1.16

Confidential Information

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8

1.17

Confidentiality Statement

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8

1.18

Tax Exempt State

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.

9

1.19

Reserved Rights
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9

1.20

Advertising

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9

1.21

Trademarks
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9

1.22

Right to Request Additional Informat ion
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9

1.23

Right of Refusal
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9

1.24

Proposal Preparation Costs
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9

1.25

Pricing Eligibility Period

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9

1.26

Additional Charges

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10

1.27

Purchase Quantities
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10

1.28

Rights to Pertinent Materials
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10

1.29

Insurance Requirements

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10

2.

STATEMENT OF WORK
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11

2.1

Township Background

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11

2.2

Current IT Support Structure
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11

2.3

Current Technical Environment

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12

2.4

Qualifications
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16

2.5

Staffing Expectations
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16

2.6

Transition Plan
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17

2.7

Term
ination Assistance Plan

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17

2.8

Scope of Services

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17

2.8.1

Technology Administration

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18

2.8.1.1

Overall Administration

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18

2.8.1.2

Technology Advancement

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.

20

2.8.1.3

Budgeting
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21

2.8.1.4

Documentation

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22

2.8.1.
5

Reporting
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23

2.8.1.6

Systems Management

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24

2.8.1.7

Security Procedures
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25

Charter Township of Shelby



Technology Sourcing RFP


Page
3










2.8.1.8

System Recovery

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26

2.8.
2

Data Center

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27

2.8.2.1

Data Center Management
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...

27

2.8.2.2

Data Backup

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28

2.8.3

Ne
twork Services
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29

2.8.3.1

LAN
-
WAN Administration and Support

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29

2.8.3.2

Network Security

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31

2.8.4

Business Application Software

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...

32

2.8.5

Web Services
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34

2.8.6

Help Desk

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35

2.8.7

User Support Services
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37

2.8.8

Telecommunications

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38

2.8.9

Cabling

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40

2.9

Scope of Services Compliance Checklist
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41

2.10

Service Level Requirements
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43

3.

MINIMAL CONTRACT TERMS & CONDITIONS
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46

3.1

General Condit ions

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46

3.2

Insurance
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48

3.3

Entire Agr
eement Clause

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49

3.4

Identificat ion of Part ies to the Agreement Clause
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49

3.5

Agreement Extension and Modification Clause

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50

3.6

Term and Termination Clause
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50

3.7

Applicable and Governing Law Clause
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50

3.8

Freedom of Informat ion Act

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51

3.9

Confidentiality

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51

3.10

Notices Clause

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51

3.11

Survival Clause
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52

3.12

Force Majeure Clause
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52

3.
12.1

Force Majeure Requisites
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52

3.12.2

120 Day Maximum
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52

3.12.3

Right of Cancellat ion

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53

3.13

Incorporation by Reference

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53

3.14

Patents, Copyrights, and Proprietary Rights Indemnification

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53

3.15

Nondiscrimination by Vendors or Agents of Vendor

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54

3.16

Subcontractors

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54

3.17

Effect of Regulat ion
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54

3.18

Control of Sub
-
Contractor, Project Team and Project Manager Designation

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55

3.19

Assignments

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55

3.20

Vendor as Independent Contractor
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55

3.21

Standard Forms and Contracts

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55

3.22

Advertisement
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56

3.23

Non
-
Performance Escalation Procedures
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56

3.24

Legal Jurisdiction

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56

3.25

Non
-
Collusion
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56

3.26

Payment Terms

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57

3.27

Billi
ng Disputes

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57

3.28

Incidental Expenses

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57

3.29

Fee Increases

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57

3.30

Termination of Services

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58

3.31

Asset Transfer

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58

3.32

Equal Opportunity Employment / Nondiscrimination Policy

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58

3.33

Minimal Contract Terms & Conditions Compliance Checklist

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60

4.

VENDOR RESPONSE FORMS
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63

4.1

Vendor Profile

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63

4.2

Staffing Qualifications

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64

4.3

Vendor Questionnaire
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66

Charter Township of Shelby



Technology Sourcing RFP


Page
4










4.3.1

Narrat ive
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66

4.3.2

Prior Experience

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66

4.3.3

Organization Staffing
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67

4.3.4

Transition Plan

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67

4.3.5

Equipment
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68

4.3.6

Operating Procedures
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68

4.
3.7

Workflows

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69

4.3.8

Additional Informat ion

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70

4.4

Pricing

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71

4.5

Subcontractors & References

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72

4.5.1

Subcontractors
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72

4.5.2

References
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73




Charter Township of Shelby



Technology Sourcing RFP


Page
5










1.

INTRODUCTION


The Charter Township of Shelby, MI, with the assistance of
Plante Moran
, PLLC,
has issued this Request for
Proposal to acquire the services of a Technology Support Services company to provide a variety of
technology support services to the Township. The award from this solicitation wil
l be a three
-
year base
contract with an optional

fourth year.


The remainder of this document provides supporting detail outlining the current computing and IT staff
support structure at the Township in addition to the services required by an outside provider.


1.1

Intent


It is the intent of the Charter Township of Shelby (“the Township”), through this Request For Proposal and
contract conditions contained herein, to establish to the greatest possible extent complete clarity regarding
the requirements of both parties to the

Agreement resulting from the Request For Proposal.


Before submitting a proposal, the vendor shall be thoroughly familiarized with all contract conditions
referred to in this document and any addenda issued before the proposal submission date. Such adden
da
shall form a part of the RFP and shall be made a part of the contract. It shall be the vendor's responsibility
to ascertain that the proposal includes all addenda issued prior to the proposal submission date.

The vendor shall determine by personal
examination and by such other means as may be preferred the
actual conditions and requirements under which the Agreement must be performed.


1.2

Deadline for Proposals


One (1) original and five (5) copies of the vendor's proposal must be submitted by 2:00 p.m
.
, E.S.T.,
Friday,
October
5
, 2012

to Charter Township of Shelby, Attention: M
r
.
Stanley Grot
, 52700 Van Dyke, Shelby
Township, MI 48316. All proposals must contain the wording:
Proposal Response


Technology Sourcing
RFP

on the package.


Proposals received after the deadline will not be accepted. Proposals may
not

be delivered via facsimile or
e
-
mail.


Additionally, vendors must send one electronic copy of the complete vendor proposal response

on a USB
flash drive
.

1.3

Requirements for Signin
g Proposal


Each proposer, by making a proposal, represents that this document has been read and is fully understood.
The proposal must be signed in ink by an individual authorized to legally bind the person, partnership,
company, or corporation submittin
g the proposal. All manual signatures must have the name typed directly
under the line of the signature.

Charter Township of Shelby



Technology Sourcing RFP


Page
6










1.4

Preparation of Proposals


Proposals shall be prepared in accordance with the Proposal Response Format, Section 3. Proposals not
complying with this format may be considered non
-
responsive and may be removed from consideration on
this basis.

1.5

Proposal Format Bidder Response Forms


Supplied with the RFP are Bidder Response Forms. These forms provide the format for the response and
must be completed and submitted for your base bid proposal to be considered. Exceptions to specifications
shall be noted here. Add/Alternate designs ma
y be quote
d separately as an attachment.


1.6

Consideration of Proposals


In cases where an item requested is identified by a manufacturer's name, trade name, catalog number, or
reference, it is understood that Vendor proposes to furnish the item so identified

and does not propose to
furnish an "equal" unless the proposed "equal" is pre
-
approved by Shelby Township.

References to any of
the above are intended to be descriptive but not restrictive and only indicate articles that will be
satisfactory. Proposals
on "equal" will be considered, provided that the Vendor states in his proposal exactly
what he proposes to furnish, including sample, illustration, or other descriptive matter which will clearly
indicate that character of the article covered by such propos
al. The designated Township Representative
hereby reserves the right to approve as an “equal”, or to reject as not being an “equal”, any article proposed
which contains major or minor variations from specifications requirements but which may comply
substa
ntially therewith.


1.7

Basis for Award


The qualification of proposal responders on this project will be considered in making the award. The Township
is not obligated to accept any proposal if deemed not in the best interest of the Township to do so. The
To
wnship shall make award to the qualified proposal responder based on fees submitted and response to this
RFP.

Failure to include in the proposal all information outlined herein may be cause for rejection of the
proposal.

The Township reserves the right t
o accept or reject any and all proposals, in whole or in part, that is
deemed to be in the best interest of the Township at its sole discretion.

The Township reserves the right to
waive any informalities or irregularities in proposals.

The Township reser
ves the right to negotiate separately
the terms and conditions or all or any part of the proposals as deemed to be in the Township’s best interest at
its sole discretion.

Information and/or factors gathered during interviews, negotiations and any referenc
e
checks, and any other information or factors deemed relevant by the Township, shall be utilized in the final
award. The final award of a contract is subject to approval by the
Township Board

of Trustees
.

1.8

Award of Contract


Award of contract for the overall solution is intended to be made to a single vendor whose proposal
provides the most favorable alternative to the Township.
The Vendor shall be deemed as having been
awarded a contract when the formal notice of acceptance
of his proposal has been duly served upon the
intended awardee by an authorized agent of the Township.

Charter Township of Shelby



Technology Sourcing RFP


Page
7










1.9

Intent to Propose


There is no requirement to submit
intent

to propose.


1.10

Pre
-
Bid Meeting


Prospective Vendors are to
attend a

mandatory

pre
-
bid meeting at the Township
, which is
52700 Van Dyke

Shelby Township, MI 48316
,

that is scheduled for
Thursday
,
September 27
, 2012

from
1
:00
pm



3
:00
pm
.
Please direct any questions about
the
meeting
to

Dale Vanderford
at

Plante Moran.




Phone Number:
248
-
223
-
3475


Email:
dale.vanderford@plantemoran.com

1.11

RFP

Clarifications


If any person contemplating submitting a proposal is in doubt as to the true meaning of any part of this RFP,
he/she may submit to
Plante Moran
, PLLC a written request

for an interpretation thereof. The person
submitting the request will be responsible for its prompt delivery. Any interpretation will be made only by
an addendum. Failure on the part of the prospective proposal responder to receive a written interpreta
tion
before the submission deadline will not be grounds for withdrawal of proposal. Vendor will acknowledge
receipt of each addendum issued by stating so in his/her proposal. No oral explanation or instruction of any
kind or nature whatsoever given befor
e the award of a contract to a vendor shall be binding.


All inquiries regarding this proposal must be written and should be faxed or emailed to:


Plante Moran
, PLLC

Attn:
Dale Vanderford

27400 Northwestern Hwy.

P.O. Box 307

Southfield, MI 48037
-
0307

Fax
: (248)
603
-
5618
; Voice: (248) 223
-
34
75

E
mail:
dale.vanderford
@plantemoran.com


Response to inquiries regarding the proposal will be accepted up to and including Friday,
September 28
,
20
12

at 4:00 PM E.S.T. Responses to questions will be
e
mailed to vendors who
attended the mandatory pre
-
bid on September 27
th
.

Additionally, responses to questions will also be
posted on the Township web site
(
www.shelbytwp.org
).

1.12

RFP

Addendum

I
n the event that it becomes necessary to provide additional clarifying data or information, or to revise any
part of this RFP, revisions, amendments and/or addendum will be
distributed to registered vendors who
have attended the pre
-
bid meeting.


Bidders

are advised that the posted RFP may be su
b
ject to addendum

at the regularly scheduled boar
d
meeting on Tuesday
,

October 2, 2012
at the Township H
all.

The meeting time is 7:00 pm.

Charter Township of Shelby



Technology Sourcing RFP


Page
8










All perspective bidders are encouraged to attend as any changes will be req
uired to be incorporated in your
response by the October 5th due date.

A
dditionally
, any RFP changes that are made at that meeting will be
distributed to all registered attendees of the pre
-
bid meeting the following day

as a formal addendum
.

1.13

Advice of
Omission or Misstatement


In the event it is evident to a vendor responding to this RFP that the Township has omitted or misstated a
material requirement to this RFP and/or the services required by this RFP, the responding vendor shall
advise the Contact i
dentified in the “Proposal Clarifications” section above of such omission or
misstatement.


1.14

Bonding Requirements


Bids must contain the names of every person interested therein and be accompanied by either:


1.

A Bid Guaranty and Performance Bond in the full
amount of the bid tendered as a guarantee that
the Bidder will, if the award is made to the Bidder, enter into a proper contract with the Owner for
the project.

2.

A certified check, cashiers

check or bank check in the amount of Two Hundred Fifty and 00/100
D
ollars ($250.00) as a guarantee that the Bidder will, if the award is made to the Bidder, enter into a
proper contract with the Owner and thereafter furnish a Performance Bond for the amount of the
contract at the time that the Bidder executes the contract
. All bid guarantee checks will be returned
to the Bidders when the contract is executed.


All such bonds, certified checks,
cashier’s

checks, and bank checks shall be payable to the Charter Township
of Shelby.

1.15

Individual Sections


It is the intent of the

Township to obtain proposals from as many qualified vendors as possible. It is,
however, a requirement for the Vendor to propose on
complete

sections. It is the desire of the Township to
obtain a "turnkey solution" from a single vendor to take responsibility for the completion of all the
requirements detailed in this RFP.

1.16

Confidential Information


Information contained in the vendor’s proposa
l that is company confidential must be clearly identified in the
proposal itself. The Township will be free to use all information in the vendor's proposal for the Township’s
purposes. The vendor understands that any material supplied to the Township may

be subject to public
disclosure under the Freedom of Information Act.

1.17

Confidentiality Statement


Any information, including materials, drawings, designs, documentation, and other property or data,
disclosed to the proposal responder shall not be used, rep
roduced, appropriated, or otherwise disseminated
to anyone other than the Township.

Charter Township of Shelby



Technology Sourcing RFP


Page
9










1.18

Tax Exempt State


Owner is exempt from Michigan State sales and use taxes on materials and equipment to be incorporated in
the work. Exemption No.
38
-
6025448
. Said taxes s
hall not be included in the RFP.

1.19

Reserved Rights


The Township
reserves the right to waive any irregularities; accept the whole, part of, or reject any or all
quotations; and to select the firm which, in the sole opinion of
the Township
, best meets the Township’s
needs.
The Township
also reserves the right to negotiate with potential Vendors so that its best interests are
served.

1.20

Advertising


Vendor shall not advertise or publish the fact that the Township has placed this order without
prior written
consent from the Township, except as may be necessary to comply with a proper request for information
from an authorized representative of a governmental unit or agency.

1.21

Trademarks


The Township warrants that all trademarks the Township
requests the Vendor to affix to articles purchased
are those owned by the Township and it is understood that the Vendor shall not acquire or claim any rights,
title, or interest therein, or use any of such trademarks on any articles produced for itself or
anyone other
than the Township

1.22

Right to Request Additional Information


The Township reserves the right to request any additional information that might be deemed necessary
after the completion of this document.

1.23

Right of Refusal


The Township reserves the
right to refuse any or all proposals in their entirety, or to select certain
equipment or software products from various vendor proposals, based on the best interests of the
Township.

1.24

Proposal Preparation Costs


The Vendor is responsible for any and all co
sts incurred by the Vendor or his/her subcontractors in
responding to this request for proposal.

1.25

Pricing Eligibility Period


All Vendor proposals are required to be offered for a term not less
than

120

calendar days in duration. A
proposal may not be modi
fied, withdrawn or cancelled by vendor during the 120 day time period following
the time and date designated for the receipt of proposals.

Charter Township of Shelby



Technology Sourcing RFP


Page
10










1.26

Additional Charges


No additional charges, other than those listed on the price breakdown sheets, shall be made.
Prices quoted
will include verification/coordination of order, all costs for shipping, delivery to all sites, unpacking, setup,
installation, operation, testing, cleanup and training.

1.27

Purchase Quantities


The Township reserves the right to purchase any
quantities of items bid without altering the unit purchase
price upon award and throughout the contract period.

1.28

Rights to Pertinent Materials


All responses, inquires, and correspondence relating to this RFP and all reports, charts, displays, schedules,
ex
hibits and other documentation produced by the vendors that are submitted as part of the proposal shall
become the property of the Township upon receipt, a part of a public record upon opening, and will not be
returned.



The Township reserves the right to

accept any bid, to reject any or all bids, to waive any irregularities in the
bidding and to accept any bid in the best interest of the Township.

1.29

Insurance Requirements


The Township will require the finalist vendor to retain insurance coverage in amounts

and kinds to be
negotiated with the finalist. Please refer to the sample minimal contract terms and conditions in Section 5.




Charter Township of Shelby



Technology Sourcing RFP


Page
11










2.

STATEMENT OF WORK


The following subsections detail the current situation at the Township with respect to its computing
environment and detail on the services being requested as part of this RFP.


2.1

Township Background

The Charter Township of Shelby is located in Macomb County Michigan with
a current population of about
74
,000 residents making it one of the largest townships

within the State. Over the last several years, the
Township has experienced significant population growth and continues that growth with a projected
population of approximately 95,000 residents by 2020. The Township currently employs about 290 full
-
time

employees.

2.2

Current IT Support Structure

Technology support within the Township is provided by a number of organizations and staff within the
Township as follows:



Logicalis
:

Primary support for the Township technology infrastructure including servers, net
work
and desktop environment for
all

of the Township
departments.



Aperion:

Provides a limited amount of technology support to the Fire department.



Clerk’s Office:

Provides support for the phone system used within the Township with the
exception of a separate phone system used in the Department of Public Works.

All phone
systems are being replaced by a Mitel VoIP solution that has already been purchased, but not
y
et installed.
It is the intent that the Clerk will continue to administer the system after
installation.



Clerk’s Office Staff:

Responsible for maintaining the
LaserFiche, the
Township
-
wide imaging
system that is used by a large number of departments for
imaging and indexing of critical
documents.



Fazal Khan & Associates, Inc.
:

Outside engineering firm that also maintains the GIS base map for
the Township.



Fire Department:

Maintains
a
separate web site

that is hosted internally on a Joomla! Server that
is running on a Linux box.



Finance Department Staff:

Finance provides f
irst line
user
support for
New World LOGOS
financial system
. The servers are to be maintained by the winner of this contract.



New World Systems
: Provider of the Financial system softw
are provides advanced support for the
purchased modules.



Suburban Library Cooperative:

Provider of desktop computers
, PC
support
, and network
connectivity

for the Library

computers that the patrons utilize
.

There are 3 library staff that have
township co
mputers that are covered by this bid.



External Vendors:

The Township relies on various external software vendors for support of their
business application software needs including the following major applications:

o

BS&A:
Provider of software for assessing
, building, permit, inspections, code
enforcement, tax billing and collections software vendor.

Charter Township of Shelby



Technology Sourcing RFP


Page
12










o

CLEMIS:

Provider of Police Department CAD and Records software.

o

DSS:

Provider of support for the LaserFiche System

o

Revize:

Website hosting for the township

o

Firetools:

Provider of software for the Fire department.

o

Macomb County
:

Court video conferencing system support. Some network support
is needed by the township while troubleshooting

o

JIS:

Provided by SCAO at the State of Michigan, it is the
District Cou
rt software
provider.

o

BSB Communications:

Primary phone system provider and selected vendor for Mitel
VoIP solution.

o

ESRI:

GIS software provider.

o

IQMZ:
Minute Track and media encoder for online broadcast of Township board
meetings.

o

Arbitrator Support
:
Support for the Panasonic, in car video systems for the Police
Department.

2.3

Current
Technical
Environment


The current application environment at the Township consists of the following primary software
applications:



ASI:
AS/400 software that had

been used at the Township for over 20 years that supports the
former
financial management functions
and is used read only historical information
within the
Township.
It is not required that this box be supported, but there may be an occasion to give “be
st
effort” support to keep it running as it is today.



New World Systems:

The Township utilizes the New World Logos Financial System for G/L,
Purchasing, HR/Payroll, and Utility Billing.



BS&A:

Software used by multiple departments related to land development and land management
processes including Planning, Building, Assessing, Treasurer’s Office and others.

This is the
Pervasive product, not the newer .NET platform.



CLEMIS:


Software provided

through the CLEMIS consortium that supports Computer Aided Dispatch
(CAD) and Records Management functions for the Police Department.



ESRI:

Primary GIS platform for the Township.



FireTools:

Software used to support Fire management functions.



JIS:

Softw
are for management of the 41A District court functions.

This is supported by the State of
Michigan Courts.



LaserFiche
:


Document imaging software that is used to scan documents for multiple departments.



Charter Township of Shelby



Technology Sourcing RFP


Page
13











Technology Type

Technology Description

Desktop
H
ardware

Dell

and Hewlett Packard

Desktop O
perating
S
ystem

Microsoft
Windows XP and Windows 7

Desktop Office Automation
Suite

Microsoft Office
Prof
essional 2003

through 2010

Professional

Server H
ardware

Dell Poweredge

and HP Proliant

Server O
perating
S
ystem

Windows
Server 2003,
Windows 2008, R2

Virtualization

VMware

Sphere

5

Email System

Microsoft Exchange Server

2003*

and Outlook

Virus Scanning Software

Trend Micro

Internet Browser

Internet Explorer
8
.0

Patch

and update

Management

Microsoft SUS
for Updates, no software distribution software

Asset Management

Spiceworks

Smartphones

Android, iOS, and Blackberry (No BES Server in the
Environment
)

Web Filtering

Barracuda
410
Web Filter

Spam Filtering

Barracuda
300
Spam Filter

Firewall

Cisco ASA

5510

Backup Solution

Data Protection Manager and Backup Exec 12.5

SAN

EMC VNX, iSCSI Connectivity through 2 Juniper 2500 Switches

Network Switching

Cisco 4506 Core, various closet switching vendors

*Exchange 2010 has been purchased, but it is not installed at this time. It would need to be part of the
winning bidder’s responsibilities.



The following quantities are in place:


Item

Estimated
Quantity

Physical
Servers

19

Virtual Hosts (incl. in
number above)

2

“Guest” Servers



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Police Department: 33 desktop computers



District Court: 30 desktop computers
connected to the AS/400 for JIS operations



Fire Department: 25 desktop computers; 1 server

The data network at the Township
is 5 locations connected by fiber, running at 1 GB. It is a hybrid network
with some ring capability, but has a few locations that

spoke off of the ring. There are 3 locations that are
served by VPN on cable modems. These locations aggregate at a satellite fiber location, using WatchGuard
Fireboxes, and then connect to the data center via fiber.

Charter Township of Shelby



Technology Sourcing RFP


Page
14










The Township uses three telephone sy
stem types with the InterTel system serving as the primary system
throughout the Township
, but as mentioned earlier, these are all being replaced by a Mitel system that is
scheduled to be installed imminently. This project will replace much, but not all o
f the
non
-
Cisco

network
closet equipment with Cisco POE
Switches
.

The Township has
60

cellular phones
through Verizon
. These are managed
by the individual departments,
but the contractor would be responsible for integration into Township email and calendar systems.

Charter Township of Shelby



Technology Sourcing RFP








Page
15










Network Diagram (After Mitel Phone system project)


Charter Township of Shelby



Technology Sourcing RFP


Page
16



2.4

Qualifications

The critical nature of the
Township

applications and systems requires an Information
Technology Service Provider with demonstrative experience. The
Township

is looking for
5

years’ experience

in the following categories. Vendors are required to respond to these
requirements in the bidder response area

in Section 4 of this document.




Government




Information Technology



IT Administration



Data Center Services



Network Services



Application Software Services for:

o

Governmental Municipal Software

o

Crystal Reports

o

Database Support for SQL Server

o

Imaging Technologies

o

Microsoft Office Software Applications

o

Microsoft Network Operating Systems

o

Microsoft Desktop Operating
System and Related Utilities



Web Applications



H
elp Desk Services



User

Support s
ervices



T
elecommunications



Cabling


2.5

Staffing Expectations


All personnel provided by the
Selected Vendor

shall:




Adhere to a
Township

defined work schedule



Adhere to the
Township’s

time
-
off schedule



Be subject to standard
Township

employment screening procedures: background
employment check, legal verification, and others.



Be directly supervised by

Selected Vendor
Manager

and subject to review by
the Township

Contract Ad
ministrator
. The Township Supervisor and Township Clerk are designated as the
Contract Administrators for this Agreement.



New staff provided by the selected vendor must be interviewed and approved by
Township

Staff
:

o

For non
-
managerial staff positions,
the

Township

will have the option to
interview 2


3 candidates for each position and determine the most
appropriate candidate.

o

A communication to
the Township

must be made
when personnel changes are
effected.



Those employees determined unsuitable must be i
mmediately recalled and replaced by the
Selected Vendor

Charter Township of Shelby



Technology Sourcing RFP


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17





The Selected Vendor must backfill employees that are not available for their normal shift
(vacation, sick,
etc.
)



Staff must work closely with
the Township

to support their goals.



Staff must work close
ly with the

Township

managers/supervisors, particularly to address
issues and communicate with users.

2.6

Transition Plan


Selected vendor will be responsible for developing and documenting a transition plan, to
transition into the position within 30 days of
contract signing.


2.7

Termination Assistance Plan


Selected vendor will be responsible for developing and documenting a transition plan, to
transition to a different vendor 90 days prior to when the contract ends.


2.8

Scope of Services

The
service areas being
considered as part of this RFP are as follows:



Technology
A
dministration
,



Data Center



N
etwork Services



Business
Application Software



Web Services



Help Desk



U
ser Support

Services



Telecommunications



Cabling

Within each of the service areas,
specific

services are identified

and the selected vendor will be
held accountable to perform the duties listed.



Charter Township of Shelby



Technology Sourcing RFP


Page
18



2.8.1

Technology
Administration


Hours of Operation



On
-
site hours are from 8:
30

a.m. to 5:00 p.m. local time, Monday through Friday (typical)



24 x 7 On
-
call support


2.8.1.1

Overall Administration

Objective

Selected Vendor will provide oversight
of the IT function at the Township
.

Services



Selected Vendor shall meet with Contract Administrator on a monthly basis to review
Selected Vendor’s performance
under the terms of the contract
.



Selected Vendor shall meet with Contract Administrator on a
bi
-
weekly (or as needed) basis
to discuss progress with plans, issues, and recommendations for action and to verify service
levels and discuss issues and concerns.



Evaluate proposed IT projects to assess adequacy of existing hardware and recommend
purchase of new equipment and software as required
.



Prepare IT related Requests for Proposals (RFP's) and Requests for Quotation (RFQ’s) and a
variety of written
materials, including records, reports and accurate program
documentation; oversee vendor activities, services, and contracts regarding projects of a
complex nature.



Plan and develop day
-
to
-
day
policies

and procedures to enhance successful performance of
co
mputer operations
.



Leverage additional techn
ical resources within Selected V
endor

s comp
any for projects as
appropriate
.



Act as the Township’s liaison with various telecommunication, cable, and Internet service

providers in coordinating system connectivity issues.



Act as administrative contact between the Township

and the Township’s Internet Service
Provider (ISP) to ensure accurate definition and maintenance of the Township’s domain
names, servers and services
on the Internet. Monitor ISP performance.



Assist the
Township

in establishing (as necessary) and utilizing information technology
policies to promote the acquisition, use and cost
-
effective application of technology, and
information security
.



Maintain a te
chnology organizational structure that is responsive to
Township

needs
.



Address relevant industry issues and make recommendations to implement technology
changes when appropriate
.



Provide realistic expectations and outcomes on the costs, schedules and
impact on
technology projects
.



Schedule
and conduct
periodic preventative maintenance on Township equipment
.



Perform personnel management duties including interviewing, hiring, and training
employees; planning, assigning, and directing work; appraising per
formance; rewarding and
Charter Township of Shelby



Technology Sourcing RFP


Page
19



disciplining employees; addressing complaints and resolving problems. Additionally:



Provide cross
-
training for all
IT

functions.



Ensure that when
IT

staff leaves employment all knowledge is transferred.



Manage external IT vendors.



Provide technology guidance, direction and liaison.



Act as the Township’s liaison with the various providers of business application software
provided to the Township to coordinate resolution with any software related issues and
software updates.



As a lia
ison with external providers, work with the Township in negotiating any related
contracts.



Provide consultation to departments on technical requirements, resource requirements
(including staff, funding, equipment and software), training requirements, recom
mended
spending and work priorities and scheduling considerations for technology initiatives.



Assess policies and procedures for purchasing information technology resources and
recommend new practices based upon this assessment on an annual basis.



Propose
solutions where technology can contribute to the realization of Township’s goals
and initiatives.



Provide lead direction and training to assigned staff; oversee and coordinate the work of
other consultants for assigned projects.


Overall Administration
Del
iverables



Personnel Report
-

monthly



Produ
ce a high level report listing
the Selected Vendor personnel who provided services,
including a description of the nature of work assigned.



Additional technology specific plans as requested



Summary of Activities



monthly



Update to plans as needed based on
Township direction



quarterly



Recommendations Report


annual


Charter Township of Shelby



Technology Sourcing RFP


Page
20



2.8.1.2

Technology Advancement

Objective

Increase use of best practices, where appropriate.
Use

technology to enhance service delivery,
create new services and increase access to data.

Services



Throughout the term of the Agreement, seek ways to increase the use of best practices to
increase efficiencies, enhance the learning experience and expand se
rvices.



In conjunction with Township leadership, create a

Strategic Information Technology Plan
and work with Township management to implement
the

recomme
ndations
that are
identified in the
plan.



Conduct periodic reviews and updates to the Plan to ensure
that it remains consistent with
Township priorities.



Advise appropriate Township management staff when called upon to report on the
condition and adequacy of the Township’s IT systems and software and to make
recommendations for improvement to meet the Tow
nship’s future needs.



Evaluate current Township operations and recommend technology
-
based solutions to
improve services in Township functions and operations.



Analyze data processing application needs and requests, evaluate alternative solutions and
recomme
nd appropriate software or hardware modifications and/or additions.



Stay current on data processing trends, applications, technologies and best practices that
may be applicable to improving the overall technology environment at the Township.



Evaluate syste
m and user equipment needs and estimate costs versus utility among
alternative solutions including lease versus purchase options on all Township hardware and
peripheral equipment. Be proactive in communicating the timing of hardware and software
upgrades
that need to be performed.



Assist in the long
-
range strategic planning of infrastructure (i.e., LAN, WAN) and other
technology needs for the Township. Be proactive in identifying the need and timing for
required infrastructure upgrades.



Plan for and
manage the deployment of major upgrades to the Township infrastructure
including Microsoft Office upgrades, Windows operating system upgrades, database system
upgrades, email system upgrades and others.


Technology Advancement
Deliverables



Summary of
Activities


monthly



Strategic Technology Plan updates


annual



Recommendations Report


annual


Charter Township of Shelby



Technology Sourcing RFP


Page
21



2.8.1.3

Budgeting

Objective

Selected Vendor will provide the budgeting services in relation to
Township

activities. These
services will include (but are not limited to): budget development, updating, and revision;
budget needs identification; monthly financial reporting, budget analysis; purchasing activities
(requisitions, approval process, invoice proces
sing); miscellaneous special projects.

Services



Selected Vendor will provide the following budgeting services in relation to
Township

Technology

activities:



Meet with departmental staff as part of the annual budgeting process to determine
technology needs

and address issues that are not being met



Budget Development, in the format defined by
Township



Prepare and revise Selected Vendor/

Township
consolidated
Technology

operating

and capital
budgets



Participate in
Township
operating
and capital
budget
ing

for non
-
Selected Vendor
budget items



Participate in capital budget needs identification



Monthly Financial Reporting



Analyze actual operating performance to budget identifying major variances



Apprise
Township
Management of significant budget performance
issues

Budget Deliverables



Budget Development

Assistance



annual, or as needed



U
pdates after establishment of Selected Vendor budget
(s)



Monthly



Financial Reporting



annual, or as needed



Budget Performance information


monthly



Selected Vendor managed project budget information


monthly




Provide
Township
with a description of all cost increases, to be documented and submitted
to
Township
no later than
August

31st

of each year to allow for
Township
budget cycle.



Summary of
Activities


monthly



Recommendations Report


annual

Charter Township of Shelby



Technology Sourcing RFP


Page
22



2.8.1.4

Documentation

Objective

Develop and
maintain

documentation for standards, procedures, and training material.

Services



Maintain

current documentation related to IT
-
related polic
i
es, procedures,
standards,
disaster recovery plan, network diagram, communication line inventories, budget status,
user lists and hardware and software inventories.



Recommend
, create and maintain policies and procedures including security policies.




Establish

Township
-
wid
e standards for desktop and server hardware that is periodically
evaluated as technology advances.



Develop
, as needed,

and maintain Documentation for standards and procedures
:



IT Standards and Procedures Manual shall be updated as needed and located in a
common area within the Data Center



Technical and product standards updated as needed



Create and m
aintain
a central repository of
common documents containing a copy(s) of
trainin
g course material provided by Selected Vendor or Third Party Vendors
, equipment
inventories, application inventories, etc. as required
.



Maintain all Documentation in accordance with Change Control procedures
.



Maintain a set of documents containing a copy(s
) of standard specifications
.



Maintain a set of documents containing a copy(s) of technical manuals delivered to
Township
or Selected Vendor:



Ensure any reproduction of Documentation is in compliance with all appropriate
copyright agreements. Obtain owner

permission to reproduce Documentation when
necessary.



All Documentation will be in printed form or, when available, in electronic format.



All Documentation
maintained in a central repository will be easily
accessible by the IT staff
.



Develop and maintain
an inventory of all Documentation.


Documentation Deliverables



Policy/procedure review/recommendation


annual



Updated documentation


as needed



Recommendations Report


annual



Charter Township of Shelby



Technology Sourcing RFP


Page
23



2.8.1.5

Reporting


Objective

Selected Vendor shall provide information and reports
as defined in the Scope, including (but
not limited to) project status reports, government agency fund reports, ad
-
hoc reports,
miscellaneous routine reports.


Services



Selected Vendor shall provide information
, assessments

and reports on the same time,
schedule and in the same for
mat in place

at the time of the transition
. Further, Selected
Vendor shall provide high
-
level executive summaries of such reports upon the request of
Township
.



Selected Vendor will continue to g
enerate scheduled, ad
-
hoc, and other special reports at
the same volume and frequency as performed
at the time of transition,
unless otherwise
agreed and/or modified by
Township
in writing.



Selected Vendor will modify and create reports and report formats
as directed by
Township
and within the service level agreements.

Report
ing

Deliverables



Project Status


monthly
:



Produce report reflecting status of each project managed by Selected Vendor. The
report contains overall status as related to deliverables,
budget, variance, major risks
and issues.



Overall Status

Meeting & Report



monthly, quarterly and annually
:



Monthly & quarterly: Produce report documenting past activities and outlines planned
activities for forthcoming month or quarterly.



Annually: Produce report
formally indicating Selected Vendor activities and
accomplishments for the preceding year.



D
etailed Status Report


monthly:



Produce a report detailing progress to plans, pending issues, and recommendations for
action.
This repo
rt should be communicated to
Contract Manager
.
The report should
include:



Downtime reporting:

Including network and application downtime,
identification of
what was down and why it was down, length of time down,
scheduled downtime,
analysis and
resolution of downtime, and financial analysis of downtime
.



Turnaround time for changes/software fixes:

Including cause / resolution, number of
changes/fixes per application, scheduled future changes (by quarter), nature of
change/fix (scheduled / emergenc
y)
.



Help Desk reporting:

Including number and type of request, time
-
to
-
resolve request
by priority, analysis of data and recommendations for countermeasures to avoid
future calls
.



Progress Reporting:

Including costs, resources, timelines, benchmarks
.



Asset

Management and Protection
:

Including all security standards, security
breaches, and thefts
.



Personnel Report


quarterly:



Produce a report within ten days after the end of each calendar quarter

that lists the
Charter Township of Shelby



Technology Sourcing RFP


Page
24



Selected Vendor personnel who provided servic
es during each quarter, including a log of
the hours worked by each and a description of the nature of work assigned.



Provide specific reports that account for the use of government agency funds for each
project managed by Selected Vendor.



Ad hoc reports


as needed
:



Delivery of ad hoc reports is dependent on the report requirements and resource
availability.



Delivery of other routine reports that Selected Vendor is asked to generate at the request of
Township



Additional reporting as i
ndicated in individual

sections


2.8.1.6

Systems Management

Objective

Selected Vendor shall be responsible for asset management, license management, and third
party vendor management.

Services



Township Asset Management


Ongoing:



Maintenance of hardware inventory to be performed by
Selected Vendor on an ongoing
basis throughout the contract.



Register, verify, and maintain an inventory of hardware warranties for Township.



Inventory, tag and record all equipment.



As needed, prepare reports and analyses of equipment, including performan
ce
concerns, cost savings suggestions, and new technology suggestions.



Identify all new computer equipment and record in inventory.



License Management


track all operating system
s

and
business system
s

on equipment
within
the Township



Ongoing
:



Maintain
an inventory of all software licenses, including warranty information and
maintenance status
.



Verify that all software is licensed and up
-
to
-
date and report discrepancies to
Township

management.



Perform detailed inventory of al
l software installed on
Township

equipment (desktops,
laptops, other mobile, servers)
annually
.



Vendor management


Coordinate and monitor vendor contracts
.

Systems Management
Deliverables



Hardware Inventory


ongoing, provide to Contract Administrator annually



Software License
Inventory


ongoing, provide to Contract Administrator annually



Hardware Analysis Report


Annual or as needed



Summary of Activities


monthly



Recommendations Report


annual



Charter Township of Shelby



Technology Sourcing RFP


Page
25



2.8.1.7

Security Procedures


Objective

To ensure security of the environment

such that

availability and performance are not
compromised.
A
ccess to the

network,
I
nternet, intranet, platforms, applications, etc.
will be
provided upon approval
from

Township

management.

Services



Perform security officer duties, including
maintaining user profiles and access levels for
network and database environments; evaluate, recommend and implement appropriate
disaster preparedness plans and procedures, perform back
-
up and off
-
site storage of data
and software to maintain and ensure da
ta integrity and retention including verification of
backups and performance of restore tests.



Monitor and install necessary patches, virus updates and fixes to desktop and server
software, especially those of an enterprise nature (i.e., desktop operating
system updates,
desktop office automation software updates, email system updates, etc.) on a timely basis
so as not to sacrifice the integrity of the Township computing environment.



Ensure p
asswords are up
-
to
-
date and properly assigned

per
Township

Security Procedures
.



Monitor

workstations, servers, email, etc.
for viruses using commercially available detection
and disabling devices

procured by
Township
.


Ensure that virus protection is properly
deployed and updates are implemented per
Township
Secu
rity Procedures.



R
ecord and investigate any security breach and provide additional security protection to
correct any security deficiencies identified by
Township
or Selected Vendor.

Immediately
notify
C
ontract
A
dministrator of security breaches.



Prohibit unauthorized access to confiden
tial or proprietary information.



Proactively recommend security procedures

and execute security procedures upon
Township
approval.



Create/Update Access
C
ontrol
L
ist defining which users have access to which resources

and
the nature of the authorized access.

Perform semi
-
annual access control reviews.



Use

sufficient access control to identify and authenticate users with access to
Township’s
data.



Assign users privilege classes based on but not limited to job function,

job level, organization
structure, and physical location.



Security system(s) to automatically enforce
Township
security policies by monitoring IT
environment to detect unauthorized access or attempts to access resources illegally.


Security Procedures
Del
iverables



As required: Notify Contract A
dministrator of security breaches



As required: Recommend changes to security procedures



Summary of Activities


monthly



Recommendations Report


annual




Charter Township of Shelby



Technology Sourcing RFP


Page
26



2.8.1.8

System Recovery


Objective

Selected
V
endor shall
manage
the execution of recovering

use of technology assets
in
the
event
of
system outages of a minor or major scale.

Services



Recommendation

of technology and process improvements by Selected Vendor, including
reviews of vendors providing communication, equipmen
t, a
nd uninterruptible power
supply.



Selected

Vendor shall maintain recovery procedures designed to safeguard
Township’s

data
and data processing capability a
nd availability of the Services.



Manage

the recovery proc
ess in the event of a system outage.



In
the

event of an operations interruption, Selected Vendor will manage the recovery
process as needed:



Selected Vendor will use its best efforts to restore service to
Township
as expeditiously
as possible. Priority of services to be restored will be directed by
Township
-
defined
priorities.



The time frame for restoration of services will vary according to the nature and
magnitude of the disaster event, the availability of equipme
nt for drop
-
shipment, the
speed with which alternative telecommunication circuits can be made available and the
location of alternative sites.



Selected Vendor will use all reasonable efforts to work with equipment, software,
telecommunications, other utili
ty providers, and other vendors to restore the service as
expeditiously as possible.



A current copy of
recovery plans

and related documentation will be maintained at an
off
-
site location approved by
Township
.


Disaster Recovery Plan
Deliverables



Update

Recovery Plan


annual



Summary of Activities


monthly



Recommendations Report


annual

Charter Township of Shelby



Technology Sourcing RFP


Page
27



2.8.2

Data Center

Hours of Operation/Schedule



On
-
site hours are from 8:00 a.m. to 5:00 p.m. local time, Monday through Friday (typical)



24 x 7 On
-
call support


2.8.2.1

Data Center

Management

Objective

Selected Vendor will provide qualified staff to operate, maintain, and support all
e
quipment
identified, documented, and operational
as documented at this point in
time in the
Township
Data Center.

The Data Center is located
in the
basement of the Township Hall
.

All changes to
the Data Center operations will be in compliance with Change Control Procedures.

Services



System Operations monitoring


Daily
:



Configure and monitor all Township servers; set up new servers; update system,
application and monitoring software; allocate disk resources; define and maintain user
and object security; configure print and other shared resources.



Monitor system operations and identify ope
rational problems as they occur.



Correct system related
problems and/or contact other resourc
es to assist in solving
problem.



Shutdown and/or restart syste
ms or applications as necessary.



Maintain Data Center environment


Daily
:



Monitor and assess system hardware performance and capacity and recommend
enhancem
ents to
Township
.



Schedule and perform pre
ventive maintenance as required.



The Facilities Department at
Township
currently m
onitor
s

and maintain
s

environmental
support systems (HVAC, UPS, Fire suppressant system)
. Selected Vendor to make
recommendations
for enhancements as appropriate.


Data Center Management
Deliverables



Summary of Activities


monthly



Recommendations Report


annual


Charter Township of Shelby



Technology Sourcing RFP


Page
28



2.8.2.2