Bids & RFP's
Information Technology Support Services
***Please click here to download the entire package for this request for proposals. A portion of the information is found below. Please know that submissions are due at the address shown below no later than March 10, 2017.
Greene County Board of Commissioners
Attention: Chris Edwards
1034 Silver Drive, Suite 201
Greensboro, GA 30642
***Questions continue to be asked of the County. All questions and the County's responses to said questions will be placed on this page, in addition to being emailed out to interested vendors. See below for those questions/answers provided thusfar:
QUESTION: What is your biggest pain point related to IT?
ANSWER: The County’s biggest pain with IT is that there’s no County CTO or equivalent staff person. While that is also a choice the County has made, it creates further urgency that the IT vendor the County contracts with will have to be more than a support vendor. We will need the IT vendor to demonstrate that the County’s decision to forego any County personnel dedicated to IT support is not a liability or deficiency that the County just has to live with. The IT vendor will need to fill that void while consistently following through on all matters. While general IT support issues need to be followed through to a successful resolution, the IT vendor will also be expected to keep an eye toward the County’s overall IT needs and strategic business decisions.
QUESTION: In the RFP under Server and workstation administration there is reference to managing databases. Is this managing the access to the databases or managing the data inside the databases?
ANSWER: It’s generally going to be access and the overall system health of the SQL server—one of the County’s virtualized servers that the IT vendor will be expected maintain and be called upon to re-establish in the event of a Disaster Recovery event. Regarding the data in the databases, the SQL server instances existing are related to programs with active support contracts. If the problem is specific to a programming issue with the database itself, we will still expect the IT vendor to at least take the lead in reaching out to the respective program’s vendor when necessary to drive all problems to a successful resolution.
QUESTION: Under Planning “ Contractor shall install new equipment, software, and transfer existing data when acquired, as needed.” We would consider this project work to be billable above and beyond a support contract given the unknowns around quantifying such work. Can you add some commentary to this statement?
ANSWER: Regarding the installation of new PCs, the County would generally like to see proposals that include that as part of the support services scope—not separately billable. We understand that configuring and setting up a new machine can take up considerable hours onsite. To facilitate that, the County is open to having computers shipped directly to the respective IT vendor’s office to facilitate setup of said PCs before deployment.
QUESTION: Under services not included, the county is not obligated to purchase from the successful vendor. Is the vendor still eligible to bid on the equipment defined in the RFP?
ANSWER: The vendor is still eligible to bid, but the County is not obligated to seek out the vendor every time pricing is sought. In many cases regarding network equipment, the IT vendor has specified the networking equipment to be bought and the County simply purchases the equipment from CDWG, Dell, or other vendors directly.
QUESTION: We just became aware of the RFP and realize that we missed the Pre-bid Conference. The RFP website doesn’t indicate mandatory attendance but I just want to confirm that we are still eligible to submit…If allowed to submit, can you please provide the network diagrams? Also, are there any minutes or list of bidders available from the Pre-bid Conference?
ANSWER: The pre-bid was not mandatory, but we did go over a number of items and toured the server room and switch room. There are no minutes, but the vendors present included:
Infinity Network Solutions
Sharp Business Solutions
QUESTION: You mentioned that you wanted a backup and disaster recovery solution proposed with pricing in vendor responses. I know from the tour yesterday that the Datto Backup is 3TB with a nightly backup to the cloud. Can you tell me how much data is being backed up to the cloud?
ANSWER: I’m told that we are using about 60% of the 3 TB Datto device, or roughly 1.8 TB of data.
QUESTION continued: We have several options for DR plans, but understanding how quickly you would want the county to get back to work and from what place in the backup history, in the event of catastrophic failure, is important to know. Two points to consider:
Recovery Point Objective (RPO)-What point in past would you want the DR solution to recover from-minutes, hours, weeks, years back in time?
ANSWER: The County is backed up daily on site, with daily backups of the last week and then a weekly backup for the past month. We’d like to keep the same backups in the cloud, synced daily, with the backups including the same as onsite backups, plus monthly backups for the two months beyond what backups are in place for the first month as described. I’ve included a screenshot of the current BDR device’s settings (Datto).
QUESTION: Recovery Time Objective (RTO)-How quickly do you desire to be back up and running from the moment you are down?
ANSWER: The County would expect email to be back up as soon as possible, but we will accept email becoming available up to 12 hours from the notification that email is down. The County would expect access to user documents, the SQL server, the Active Directory environment, and other data to be back up within 24-48 hours.
QUESTION: With regard to support, both remote and onsite, can you provide any average monthly or yearly ticket metrics? How many tickets are handled remotely vs onsite? What is the average time it takes the incumbent vendor to close tickets out? ... Any information you can provide on current remediation times would be most helpful.
ANSWER: We are averaging 31 tickets a month. I don’t have a breakdown of remote vs onsite, but I would estimate that about three tickets a month require an onsite presence to resolve. I don’t have a breakdown of remediation times.
QUESTION: Can you provide any numbers around how much the county spends monthly for current IT services?
ANSWER: The County spends $9,800 per month for managed IT services, as well as $1,523.37 monthly for its BDR (Datto) service.
QUESTION: IT Asset Management is not currently being provided, correct?
ANSWER: The County does not perform any meaningful asset management of its IT hardware. Infinity Network Solutions does monitor all PCs and servers via Labtech (or similar agent) to ascertain system and network health.
QUESTION: What pains points are considerations when reviewing responses?
ANSWER: The County will consider a multitude of factors when evaluations proposals, namely cost, staff resources available within two hours’ travel time, proficiency/certifications of said resources, services offered, responsiveness, references, and other factors.
QUESTION: Will the incumbent vendor be responding to the RFP?
QUESTION: How many number of Network devices like Routers, Switches, Firewalls etc and End Point Devices like Printers, Scanners etc which are also in scope city has?
ANSWER: The County has the following:
Three Cisco 3925 routers
One Cisco 2921 router
One Sonicwall TZ500 firewall
Two Sonicwall TZ300 firewalls
Four C2960X 24-port switches
Two C2960X 48-port switches
Three C2960S switches (24, 48, 48POE)
Two C2960-24TC switches
Two Cisco ASA5505 firewalls
One C3560X switch
Two Juniper switches (unknown model numbers)
One Cisco small business switch
Various County-owned fiber and transceivers for direct links to Public Works, Senior Center, Animal Control (not managed by ISP and we would look to IT vendor to facilitate troubleshooting)
Roughly 30 laserjet printers of varying makes and models
SCOPE OF SERVICES
Greene County Board of Commissioners (“the County”) is soliciting sealed proposals from qualified, professional technology vendors to provide information technology support services. The following sections specify the technical and functional requirements and provide vendors with the information necessary to complete a proposal.
The Greene County Board of Commissioners is a local government entity in Greene County, Georgia. County offices are centrally located in Greensboro, Georgia. The County operates with the vision that the Board of Commissioners is pledged to provide its citizens responsible government with the highest standard of ethics and professional conduct that is mindful of the needs of all citizens to live in a safe and prosperous environment. The County’s mission is to maintain rigorous financial discipline and efficiency while providing those essential and fundamental public safety services, necessary and appropriate governmental services, and pursuing economic growth that is meaningful for the future of Greene County and all of its residents.
The County does NOT have an IT department and is currently using an outside vendor to provide maintenance and support on an as-needed basis for employees.
The County currently is served by a 50-megabit Charter fiber internet connection at its main government office building. The Senior Center and Public Works buildings are directly connected to the main building via county-owned, “dark” fiber. The Courthouse and Annex buildings contain multiple offices and buildings that are connected to the main building via 100-megabit WAN connections managed by Charter. There are also three EMS stations connected by VPN connections of varying speed and from different ISPs. All buildings are ultimately behind firewalls and on different VLANs. The various network closets at these buildings consist largely of Cisco routers and switches. Some buildings are served by Cisco Meraki wireless and others use Sonicwall wireless.
The County currently has eight servers at its main building, with five of those eight servers contained within one physical server via virtualized Hyper-V technology. All five virtualized servers run on Windows Server 2012 R2 and include an Exchange 2013 Server and SQL server, among others. The remaining three physical servers consist of: one 5 TB Dell Powervault NX300 running on Windows Storage Server 2008; a Dell Poweredge R720 Server running Windows Server 2012 and serving as a backup domain controller; and a Dell Server PER510 running Windows Server 2008. Users are managed by the outside vendor using group policies in an Active Directory, domain-controlled environment. There are other servers within the 9-1-1 office that are the joint responsibility of the County and other contracted vendors.
There are approximately 75 desktop computers, 12 laptop computers, three tablets, seven smartphones and one Verizon hotspot in the departmental areas to be covered under the service and support agreement with the successful vendor. These PCs are located in multiple buildings throughout the County. These PCs vary by manufacturer, aging, specifications, software, and service pack versions. Windows 7 is the prevalent operating system used on the workstations. All computers utilize either Office 2010 or 2013. Anti-virus software is provided by current vendor.
Various specialized computer software systems are used by each department. Attached please find Exhibit A, depicting some of the unique equipment and software in summary form. During the course of this contract, these items are subject to change. The selected contractor will be required under this contract to assist with the implementation of any additional software and/or equipment that the County selects. The detail describing the inventory is available to all bidding parties per request. Network diagrams are available and can be obtained by requesting said diagrams directly from Chris Edwards at email@example.com.
RFP Issuance - Wednesday, February 8, 2017
Pre-bid Conference - Thursday, February 23, 2017 @ 10:00 a.m.
Request for Information Deadline - Wednesday, March 1, 2017
RFP Deadline - Friday, March 10 2017 @ 3:00 p.m.
Tentative Award Date - Friday, March 31, 2017
One (1) original and two (2) copies of the proposal must be completed, signed and received by March 10, 2017. Bids must be submitted in a sealed envelope with the following statement “RFP IT SUPPORT SERVICES” marked in the lower left hand corner. The bidder’s business name must be clearly visible on the outside of the envelopes. The County is not responsible for the early opening of bids if the envelopes are not properly marked. Bids must be sent to:
Greene County Board of Commissioners
Attention: Chris Edwards
1034 Silver Drive, Suite 201
Greensboro, GA 30642
Please note that mail delivered through the United States Postal Service (USPS) and express mail/parcels delivered through FedEx and UPS are typically received prior to 3:00 p.m. on any given day. However, please allow ample time for delivery as this time cannot be guaranteed.
Hand delivered copies may be delivered to the above physical address only between the hours of 8:00 a.m. and 5:00 p.m. (EST), Monday through Friday, excluding holidays observed by the County.
All vendors are required to comply with the Georgia Security and Immigration Compliance Act. Vendors submitting a bid package in response to this RFP must provide the Contractor Affidavit and Agreement included in Exhibit B. Failure to provide the completed and notarized affidavit with the contractor’s proposal shall result in immediate disqualification as required by the Georgia Security and Immigration Compliance Act. This affidavit should be included as the first page (top page) of any response received.
Vendors are instructed to contact Chris Edwards, Special Assistant to County Manager, at (706) 453-7716 or firstname.lastname@example.org to clarify any part of the RFP requirements. All questions that arise prior to the DEADLINE FOR QUESTIONS due date shall be directed to the contact person in writing via fax or e-mail. The County will issue a response to any questions via e-mail or fax (vendor choice) to all parties and will place a copy on the county website. The County will also post any addenda on the county website, www.greenecountyga.gov.