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COMPETITIVE PROCUREMENT FOR:

RFP C000475- INTEGRATED REMOTE FIELD SUPPORT

PROCUREMENT WEBSITE: HTTPS://ITS.NY.GOV/COMPETITIVE-PROCUREMENT-

OPPORTUNITIES

DESIGNATED CONTACT FOR INQUIRIES AND SUBMISSIONS

Alisa Fortune,

Contract Management Specialist 1

RFP related questions must be submitted via electronic mail using the Bidder Questions and Extraneous Terms Form (Attachment 5) to the designated contact for this RFP at its.sm.bestvalue@its.ny.gov

No other method of inquiries will be accepted. Administrative issues pertaining to sending/receiving email through the designated mailbox may be reported at (518) 402-2725.

ITS ADDRESS FOR PROPOSAL DELIVERIES

Address to:

NYS OFFICE OF INFORMATION TECHNOLOGY SERVICES

PROCUREMENT AND CONTRACT SUPPORT UNIT

If US Post Office standard and US Post Office overnight mail, use:

ATTENTION: Alisa Fortune, PO BOX 2062, ALBANY, NY 12220

If UPS and FedEx express delivery overnight and ground service, use:

ATTENTION: Alisa Fortune, EMPIRE STATE PLAZA, SWAN STREET BUILDING, CORE 4, ALBANY, NY 12223

If Hand Delivery to front desk:

ATTENTION: Alisa Fortune, EMPIRE STATE PLAZA, SWAN STREET BUILDING, CORE 4, 1ST FLOOR LOBBY, ALBANY, NY 12223

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Calendar of Events

Event Date

1. RFP Release Date October 27, 2017

2. Deadline for Submission of Bidder Questions November 10, 2017

3. Issuance of Response to Submitted Questions On or about November 17, 2017

4. PROPOSAL DUE DATE December 1, 2017 at 4:00 PM ET

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TABLE OF CONTENTS

ATTACHMENTS (MUST BE COMPLETED BY BIDDER’S AND SUBMITTED WITH

PROPOSALS) (ATTACHMENTS NOT INCLUDED) ................................................................... IV

EXHIBITS (PROJECT SPECIFIC INFORMATION) (ONLY EXHIBIT D INCLUDED IN RFC) .... V

SECTION 1 - OVERVIEW ......................................................................................................................6

1.1 PURPOSE OF REQUEST FOR PROPOSALS ...................................................................................... 6 1.2 DEFINITIONS .................................................................................................................................. 6 1.3 THE OFFICE OF INFORMATION TECHNOLOGY SERVICES .............................................................. 6

1.3.1 Mission, Vision, and Values Statement ................................................................................... 6 1.3.2 Formation of ITS ....................................................................................................................... 6

SECTION 2 - PROJECT SUMMARY ........................................................................................................7

2.1 MINIMUM BIDDER QUALIFICATIONS ............................................................................................ 7 2.2 PROJECT BACKGROUND (CURRENT STATE) .................................................................................. 7 2.3 BUSINESS GOALS (FUTURE STATE) ................................................................................................ 7

SECTION 3 - SOLUTION REQUIREMENTS ..............................................................................................8

3.1 SERVICES AND DESCRIPTIONS ....................................................................................................... 8

3.1.1 Equipment Maintenance Services ........................................................................................... 8

3.1.1.1 Technical Support (excluding Cisco equipment) ................................................................. 8 3.1.1.2 Break-Fix Support (all manufacturers) ................................................................................ 8 3.1.1.3 System Upgrade Support .................................................................................................... 9 3.1.1.4 Removal of Equipment ....................................................................................................... 9

3.1.2 Equipment Installation, Configuration (non-maintenance) services ....................................... 9

3.1.2.1 Equipment Installation (non-maintenance) ........................................................................ 9 3.1.2.2 Equipment Configuration (non-maintenance).................................................................. 10

3.1.3 Runbook Overview ................................................................................................................. 10

3.2 KEY PERSONNEL .......................................................................................................................... 10

3.2.1 Project Manager .................................................................................................................... 10 3.2.2 Dispatch Coordinator ............................................................................................................. 11 3.2.3 Field Engineer ........................................................................................................................ 11

3.3 SERVICE LEVEL REQUIREMENTS .................................................................................................. 12

3.3.1 Service Level Objectives ......................................................................................................... 12 3.3.2 Support for Standard Sites ..................................................................................................... 13 3.3.3 Support of Priority Sites ......................................................................................................... 13 3.3.4 Emergency Support................................................................................................................ 13 3.3.5 Installation and Configuration ............................................................................................... 14

SECTION 4 - PROCUREMENT PROCESS .............................................................................................. 14

4.1 METHOD OF AWARD ................................................................................................................... 14 4.2 ADMINISTRATIVE REQUIREMENTS AND INFORMATION ............................................................ 14

4.2.1 Inquiries from Bidders ........................................................................................................... 14

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4.2.2 Communications from NYS to Bidders ................................................................................... 14 4.2.3 Procurement Record .............................................................................................................. 14 4.2.4 Building Access Procedures for Visitors and Hand Deliveries ............................................... 14

4.3 NO LATE SUBMISSIONS ............................................................................................................... 15

SECTION 5 - PROPOSAL REQUIREMENTS ........................................................................................... 15

5.1 PACKAGE LABEL .......................................................................................................................... 15 5.2 MULTIPLE SUBMISSIONS ............................................................................................................. 15 5.3 GENERAL REQUIREMENTS FOR PROPOSALS ............................................................................... 15 5.4 EVALUATION METHODOLOGY .................................................................................................... 15

5.4.1 Proposal Completeness Review ............................................................................................. 15 5.4.2 Minimum Qualifications Evaluation ...................................................................................... 16 5.4.3 Technical Proposal Evaluation ............................................................................................... 16 5.4.4 Financial Proposal Evaluation ................................................................................................ 16 5.4.5 Final Composite Score ........................................................................................................... 16

APPENDICES (REQUIRE NO ACTION FROM BIDDERS) (Appendices Not Included in RFC)

Appendix A – Standard Clauses for New York State Contracts

Appendix B – Reserved

Appendix C – ITS Standard Contract Clauses

Appendix C-1 - Contractor's Insurance Requirements

Appendix D – MWBE 102, Quarterly MWBE Compliance Report

Appendix E – EEO 101, Workforce Employment Utilization/Diversity Compliance Report

Appendix F – Glossary of Terms

Appendix G - Products Acceptance Form

Appendix H - Emergency Task Order

ATTACHMENTS (MUST BE COMPLETED BY BIDDER’S AND SUBMITTED WITH PROPOSALS) (Attachments Not Included in RFC)

Attachment 1 – Proposal Submission Checklist

Attachment 2 – Bidder Information Form

Attachment 3 - Firm Offer Letter and Conflict of Interest Disclosure

Attachment 4 - Financial Proposal Workbook

Attachment 5 – Bidder Questions and Extraneous Terms Form

Attachment 6 – Minimum Bidder Qualifications

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Attachment 7 – Consultant Confidentiality and Non-Disclosure Agreement

Attachment 8 – NYS Required Certifications

Attachment 9 – Lobbying Forms All-in-One

Attachment 10 – Equal Employment Opportunity Staffing Plan – EEO 100

Attachment 11 – Minority/Women Owned Business Utilization Plan – MWBE-100

Attachment 12 – MWBE and EEO Policy Statement (Form 4)

Attachment 13 – Consultant Disclosure Form A & B

Attachment 14 – Encouraging Use of NYS Business in Contract Performance

Attachment 15 – Contractor Certification to Covered Agency, ST-220-CA

Attachment 16 – Requirements Verification and Traceability Matrix

Attachment 17 – Vendor Responsibility Questionnaire

Attachment 18 - Technical Proposal Form

EXHIBITS (Project Specific Information) (Only Exhibit D included in RFC)

Exhibit A – Location and Device List

Exhibit B – Priority Sites List

Exhibit C - NYS ITS Standard Sanitization-Secure Disposal

Exhibit D - Device Manufacturer List

>

NYS Office of Information Technology Services Request for Proposals

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SECTION 1 - OVERVIEW

1.1 PURPOSE OF REQUEST FOR PROPOSALS

The New York State Office of Information Technology Services (ITS) is issuing this Request for Proposals (RFP) to seek proposals from responsive and responsible Contractors for Remote Field Support & Network Equipment Maintenance including:

a. Equipment, installation, configuration, maintenance, and/or disposal services.

b. Network technologies including but not limited to routers, switches, firewalls, load balancers, diagnostic equipment.

c. Asset management for all covered equipment.

1.2 DEFINITIONS

Definitions for certain terms in this document, its appendices and attachments, can be found in Appendix F – Glossary of Terms.

1.3 THE OFFICE OF INFORMATION TECHNOLOGY SERVICES

1.3.1 Mission, Vision, and Values Statement

MISSION To create and deliver innovative solutions that foster a technology-enabled government to best serve New Yorkers

VISION To lead the nation in serving citizens, businesses, and visitors through world-class technology

VALUES Accountability, Citizens, Innovation, Integrity, People, Transformation

1.3.2 Formation of ITS

In 2012, New York consolidated information technology (IT) functions and service delivery from over 52 State agencies into a single agency in the largest IT consolidation in State government history. The ITS workforce of approximately 4,000 professionals serves over 120,000 end users. Historically, IT systems and applications were primarily decentralized within individual State agencies supported by internal agency teams working with disparate IT tools, methods, and varied technical platforms. Now, ITS is transforming IT across the State to offer world-class service that provides a consistent and high-quality experience for end users and citizens using an IT environment that:

• Maximizes existing resources

• Meets agency business needs with world-class customer service

• Creates a talented, innovative IT workforce

• Increases accountability

• Provides cost savings

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SECTION 2 - PROJECT SUMMARY

2.1 MINIMUM BIDDER QUALIFICATIONS

Bidders must meet the minimum qualifications set forth in Attachment 20. Failure to meet all of the requirements in this attachment will result in the Proposal being deemed non-responsive and eliminated from consideration.

The following minimum requirements must be met by each Proposer:

• Have a minimum of three (3) years’ combined experience providing equipment installation,

maintenance, and repair services to IT equipment at ten (10) geographic locations

simultaneously (same day).

• Have a minimum of three (3) years’ combined experience maintaining IT equipment inventory

(warehousing and staging), and distributing to multiple geographic locations.

2.2 PROJECT BACKGROUND (CURRENT STATE)

ITS currently provides maintenance and support services for data communications equipment at numerous locations throughout New York State (See Exhibit A for site locations). Each of these sites has differing needs based on the technologies in use and/or security protocols at that location (See Exhibit A for a list of manufacturers/devices). These variations pose many difficulties to ITS as it continues to grow through the consolidation process.

Presently, ITS is able to facilitate remediation on approximately twenty (20) tickets per week. Tickets can reflect testing of equipment, servicing of current equipment, or support and/or installation of new equipment throughout NYS. The estimated potential growth in tickets for these services is up to ten (10) daily.

In order to resolve each ticket, ITS has multiple vendors that supply Field Engineers (FE) specialized in manufacturer-specific data communications equipment. When a ticket is received, ITS dispatches a vendor’s manufacturer-specific FE to go to the location to service the equipment. Each vendor has its own process that ITS navigates to get the vendor’s FE dispatched. For example, ITS uses different vendors for the break/fix of Juniper and Cisco equipment that comprises a majority of the infrastructure. Equipment must be replaced by ITS with assistance from Cisco’s Technical Assistance Center (TAC), while Juniper equipment is handled by a different vendor and kept in stock by that vendor. Therefore, it is possible that FEs from different vendors have to be dispatched to a location simultaneously to provide maintenance and/or support for the data communications equipment. In addition, ITS also has to coordinate with the equipment’s manufacturer for any hardware, software or proprietary tech support that may be needed for the repair as well as coordinate with the location for any security and/or shipping protocols. This creates a situation where potentially three or more different groups need to be coordinated to resolve one issue.

2.3 BUSINESS GOALS (FUTURE STATE)

As ITS continues to grow and mature into a centralized organization that provides world-class service, we are continually re-evaluating our methods to improve the end-user experience. As such, having this many different groups to coordinate for maintenance and support for data communications equipment has proven to be taxing and inefficient and creates potential for delays in resolution to data communication equipment issues. Therefore, the goal of this RFP is to procure data communications equipment maintenance and support service from a single vendor that can perform all the involved services and streamline the process for ITS. The new service that ITS is looking to procure will be able to provide services as outlined in Section 3 - Solution Requirements to all locations under the ITS umbrella, and maintain relationships with all manufacturers that ITS uses during the term of the contract.

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The services included in the scope of this RFP include:

• Equipment Maintenance Services

• Equipment Installation and Configuration (non-maintenance)

SECTION 3 - SOLUTION REQUIREMENTS

3.1 SERVICES AND DESCRIPTIONS

3.1.1 Equipment Maintenance Services

The Contractor must provide equipment and adequate staff levels of FEs to fully support all Equipment Maintenance needs in the following categories (more fully described below): Technical Support, Break-Fix Support, System Upgrade Support, and Removal Services for all data communications equipment identified under the contract. Additionally, the Contractor must provide incident reports, status updates, and resolution services for NYS ITS equipment through ITS tools such as ITSM.

3.1.1.1 Technical Support (excluding Cisco equipment)

The Contractor must facilitate access to all manufacturer technical support necessary to maintain manufacturer standard warranties for the lifespan of equipment covered under the contract. In addition, the Contractor must provide ITS with direct access to all manufacturer customer technical assistance, including hardware and software support, for all equipment covered under the contract. NYS reserves the right to require written assurance and verification that all equipment is covered by the manufacturer warranty at any time during the term of the contract.

3.1.1.2 Break-Fix Support (all manufacturers)

The Contractor must provide for Complete Restoration of data communications equipment

and peripherals. The Contractor can accomplish Complete Restoration through any means

necessary including providing a spare or replacement device. In addition, the Contractor

must provide any replacement equipment and/or any special configurations of

firmware/hardware that may be needed for Complete Restoration of data communications

equipment. The Contractor will be responsible for supplying all manufacturer equipment,

excluding Cisco equipment. Cisco equipment and configurations will be provided by NYS

ITS. For informational purposes, a listing of current equipment is identified in Exhibit A. This

listing includes multi-manufacturer data communications equipment (different makes and

models) installed at various locations across NYS.

The Contractor must securely dispose of all failed equipment and packing materials according to NYS policies (See Exhibit C). Additionally, the Contractor must process Return Material Authorization (RMA) as required by the manufacturer for certain equipment to facilitate replacement or replenishment of ITS equipment.

The Contractor must arrive at a location with common parts to complete repairs within the service level requirements (SLR’s).

The Contractor must provide cabling services related to the repair and installation of

equipment. For example, the Contractor would be expected to connect copper and fiber

patch cables into network patch panels and Data Communications Equipment. Additionally,

the Contractor would be required to troubleshoot and repair network cable connections

between the patch panel and the desktop location, fiber connection between network closets

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including fiber tip replacements as needed. Upon request, Contractor must move

connections on fiber LIU’s to available spare fiber pairs to quickly restore customer service.

Contractor would not be expected to replace interior or exterior fiber cables that are

determined to be cut or otherwise completely broken. Upon request, the Contractor must

facilitate the installation of fiber jumpers and/or CAT 6 jumpers between floors to remedy

repairs and support network equipment installations.

3.1.1.3 System Upgrade Support

The Contractor must warranty all equipment that is supplied to ITS for the term of the Contract resulting from this RFP. This includes access to software/firmware updates/upgrades as part of the Standard and Parts Replacement Service on a 24 x 7 x 365 basis, as well as, support escalations with the manufacturers.

3.1.1.4 Removal of Equipment

Upon request, the Contractor must remove obsolete equipment. ITS will identify the equipment and the Contractor will return it to a location designated by ITS. The Contractor must be responsible for all extraneous costs related to removal of the equipment. The Contractor bears full risk of loss until the equipment is delivered to and accepted by ITS.

3.1.2 Equipment Installation, Configuration (non-maintenance) services

The Contractor must provide installation, and configuration (non-maintenance) for data communications equipment upon the request of NYS ITS.

3.1.2.1 Equipment Installation (non-maintenance)

To fulfill the requirements of this section of the RFP and the Contract resulting from this RFP,

the Contractor must:

1) Provide installation services for data communications equipment upon the request of NYS

ITS. NYS ITS will supply the equipment to the Contractor in advance of installation.

2) Safeguard each item, at the Contractors expense upon receipt, and bear the risk of loss

thereof until the item has been completely installed, tested, and verified by both the

Contractor and ITS and/or transferred to ITS staff members per ITS staff assessment. At that

time, the risk of loss shall pass to NYS.

3) Install the data communications equipment according to the network design diagrams,

instructions, and templates provided by ITS. Equipment for each site will have its own unique

configuration parameters and labeling.

4) Maintain staff and resources capable of performing multiple installations, in the same day,

across the NYS.

5) Prior to installation, determine if sufficient infrastructure is in place to successfully install

associated equipment (e.g. network switches, cable runs, open ports). In the event that

insufficient patch panel ports are available, the Contractor must provide the appropriate patch

panel information (copper or fiber) to NYS ITS and it must be available when the NYS ITS

infrastructure installation team is deployed.

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3.1.2.2 Equipment Configuration (non-maintenance)

To fulfill the requirements of this section of the RFP and the Contract resulting from this RFP,

the Contractor must:

1. Provide configuration services for new data communications equipment upon the request of NYS ITS. ITS will supply the equipment to the Contractor (i.e. staging center or other location) in advance of these requests.

2. Safeguard each item of equipment delivered to the Contractor and bear the risk of loss thereof until the item has been completely configured, tested and verified by the Contractor and made operational and/or transferred to ITS staff members consistent with ITS procedures. At that time, the risk of loss shall pass to NYS.

3. Configure the equipment according to the network design diagrams and instructions provided by ITS. Equipment for each site will have its own unique configuration parameters. The configuration work on a particular item of equipment must begin upon written notification or other mutually acceptable method of notification by ITS.

4. Provide adequate staff levels of FEs to fully support all installation, and configuration (non-maintenance) needs throughout the State.

5. Provide incident reports, status updates, and resolution services for NYS ITS equipment covered under the contract in the format prescribed by ITS.

3.1.3 Runbook Overview

The Contractor must use the ITS ticketing system (ITSM) to receive work request and incident (break fix) tickets as the primary method of fulfilling services under the contract. In addition, the Contractor must be able to update all ticket statuses in ITSM. When appropriate, the Contractor must place asset tags and labels on the equipment, and include the asset tag number on the inventory record. ITS will provide the asset tags and labeling instructions for their use to the Contractor upon contract approval. The Contractor must record the serial numbers of all data communications equipment deployed or removed under the contract resulting from this RFP and maintain such record through the term of the Contract.

There will be occasions where voice communications are required. The Contractor must provide ITS,

at no additional charge, with no less than one toll-free number for use 24x7x365 to access the

Contractor’s maintenance organization for dispatch of, clarifications of, escalations of, and status

updates for break fix requests. The Contractor must provide a designated Dispatch Coordinator and

Project Manager for the contract that will be expected to interact directly with the ITS Service Desk or

ITS designees to provide problem updates, status of restoration timeframe or other requested

documentation. Additionally, the Contractor must update all status and resolution information in

ITSM.

The Contractor must follow all ITS Dispatch procedures for each location.

3.2 KEY PERSONNEL

3.2.1 Project Manager

The Project Manager (PM) must fulfill all PM duties including, but not limited to, the following:

• Serve as the liaison for the Contractor

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• Coordinate with ITS to establish processes and procedures for services as they relate to dispatch and administrative matters.

• Keep track of processes and document them as they are developed

• Maintain records of each service request and address any issues that ITS may have in their weekly meetings

• Create a runbook documenting in detail the processes each support routine is to take including providing the escalation procedure for FE dispatches.

• The assigned Project Manager must have at least Five (5) years as a project manager.

3.2.2 Dispatch Coordinator

The Dispatch Coordinator (DC) must fulfill all DC duties including, but not limited to, the following:

• Receive work orders from ITS, through the ITSM tool.

• Responsible for following the escalation procedures.

• Receive tickets or tasks in a timely manner based the defined severity levels

• Coordinate with ITS to provide the name and time of arrival of the FE as well as communicating the dispatch procedure to the FE for various sites.

• Direct FE’s to have the correct parts and carries all required equipment necessary to perform the task.

• Be reachable by telephone hotline 24/7/365 and must be able to coordinate and escalate either with the hardware manufacturer or internally at the request of ITS.

• Report all activity to the PM and must be available for any reason relative to FE dispatch. This means that there should always be a contingency in this role: if one DC is not available, another must be able to answer the same hotline number.

• Upon receipt of a ticket, dispatch the FE, coordinate manufacturer support, and update the status of the ticket in ITSM.

3.2.3 Field Engineer

The Contractor must provide adequate staff levels of Field Engineers (FEs) to fully support project services throughout the State to meet its contractual obligations.

FEs must be able to troubleshoot and replace/install any equipment listed and be available to be onsite for sites identified in Exhibit A to meet the below outlined SLRs.

They must follow dispatch procedures.

They must have the ability to troubleshoot and replace/install all equipment to industry standards.

The FE must perform basic troubleshooting upon arrival at a site.

They must be able to console into any ITS equipment and be familiar with wiring, and common network protocol and services.

They must be able to deploy packet capture tools, create a wireless hotspot, join phone bridges, reach out to the TAC for the hardware manufacturer, configure network devices, save and restore configurations, and test connectivity on copper and fiber as well as wireless infrastructure.

The Contractor must make sure the FE has the correct parts and carries all required equipment necessary to perform the task.

All FE actions must be reported in ITSM. FEs must, through the DC, or directly, acknowledge the ticket. They must record ETA and provide contact information in ITSM. Once they have identified a problem it needs to be recorded in ITSM and all interaction relative to restoration must be recorded in ITSM. Once an incident is resolved they are to work with their DC to give a detailed account of the work and close the incident per the runbook that the PM will provide.

The FE must have at least three (3) years of experience in data communications equipment configuration, installation, and troubleshooting.

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It is desirable that the FE possess industry certifications pertaining to data communications equipment configuration, installation, and troubleshooting. However, FE must be provided by the Contractor with the latest knowledge and training.

Should the Contractor employ any new FEs for work on the contract, the Contractor must submit a resume, and NYS ITS must approve the new FE prior to their working on the contract.

The Contractor must submit resumes for all FEs that will be working in ITS facilities.

If the FE is acceptable to ITS for work on ITS systems, ITS may require that the FE go through security clearance, a background check, and/or compliance training.

3.3 SERVICE LEVEL REQUIREMENTS

3.3.1 Service Level Objectives

Support Priority Levels

Maximum Response Time

Minimum Service Level Met

Maximum Resolution Time

Chargeback/ Service Credit

Resources Applied

Standard Sites 4 hours 80% 24 hours 2% for maximum response time, 2% for maximum resolution time

Contractor will provide resources to fix until completed.

Priority Sites 15 minutes 95% 4 hours 2.5% for maximum response time, 2.5% for maximum resolution time

Contractor will provide resources to fix until completed.

Emergency Response

15 minutes 95% 4 hours 3% for maximum response time, 3% for maximum resolution time

Contractor will provide resources to fix until completed.

Installation and Configuration

4 hours 80% 24 hours or to be mutually agreed upon between ITS and the Contractor

2% for maximum response time, 2% for maximum resolution time

Contractor will provide resources to fix until completed.

Contractor’s failure to satisfy performance standards or requirements set forth herein may result in a

credit or chargeback in an amount pre- determined by the parties. The Chargeback shall be paid to

ITS in the form of a credit to ITS against the Contractor’s invoice submitted to ITS immediately

following the month in which the Contractor failed to satisfy the standard or requirement.

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The Contractor will not be penalized for failure to meet service level agreements at Secure Sites

during occurrence of a force majeure event, or if ITS agrees, for delay due to adverse events beyond

the control of the Contractor, or if work ceases at the direction of civil authorities present at the site.

In the event a force majeure or other event as described in this section interrupts work or prevents

work from being performed, the Contractor shall be responsible for the meeting Service Levels

beginning from the time such event ceases.

For Support Priority Levels, the Contractor must accept sole and complete responsibility for the

timely accomplishment of all activities as set forth in the RFP/Contract, including but not limited to

adherence to all of the requirements as described.

3.3.2 Support for Standard Sites

Standard Sites need to be supported Monday through Friday from 8 AM to 5 PM, excluding NYS

holidays. The Contractor is required to follow the access procedures for Standard Sites.

3.3.3 Support of Priority Sites

Priority Sites must be supported 24 x 7 x 365 (see Exhibit B – Priority Sites List). ITS reserves the

right to add or remove sites to the priority off-hours list with 10 calendar days advanced notice to the

Contractor.

Some Priority Sites are Secure Sites which will require additional security clearance, background

checks, and/or compliance training for the FEs. The Contractor must be able to support Secure

Sites within the SLRs. Secure Sites include locations such as, but not limited to, Correctional

Facilities (CF), State Police locations, ITS Data Centers, and other health or mental health facilities

throughout the State. There are strict guidelines for anyone entering a Secure Site (e.g., gate

passes, security checks, equipment/vehicle inspections). Contractor staff are only allowed to bring

ITS-approved equipment. Additional information regarding the requirements of specific Secure Sites

will be provided by ITS at the time of Contract negotiations.

3.3.4 Emergency Support

At times, the Contractor may be notified by ITS of a need for Emergency Support. ITS will determine need and will notify the Contractor through an Emergency Task Order (“ETO”). ITS designees authorized to initiate ETOs will be defined and maintained by ITS in a designated document. The State reserves the right to issue ETOs by phone when necessary, with written follow-up when time allows. The rates billed for Emergency Site Support must be included in the Contractor's rates submitted in its Cost Proposal. The ETO will include, but not be limited to:

• Incident Number

• Description of the problem to be resolved

• The name, phone number, and email address of the NYS authorized designee making the request

• The date and time of the request

• The date and time that the Contractor staff is expected to arrive on site

• The full address of the Emergency Operations Site

• The name or title, phone number, and email address of the site contact person(s) who will direct the Contractor staff while on site and determine when Contractor services are no longer needed

• An estimate of the duration of the staffing need if available

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• The actual arrival and departure dates and times of the Contractor staff (when available)

The exact form and method of ETO issuance will be defined during the initial contract Start-Up phase.

3.3.5 Installation and Configuration

Installation and Configuration must be performed during ITS designated change windows generally

during non-NYS Business Hours (e.g., between 6 a.m. and 8 a.m.). The Contractor is required to

follow access procedures for the sites.

SECTION 4 - PROCUREMENT PROCESS

4.1 METHOD OF AWARD

ITS will make an award for the services described in this RFP to a responsive and responsible Bidder on a “Best Value” basis. Best Value means that the proposal that optimizes quality, cost, and efficiency among responsive and responsible Bidders shall be selected for award (State Finance Law, Article 11, Section 163).

4.2 ADMINISTRATIVE REQUIREMENTS AND INFORMATION

4.2.1 Inquiries from Bidders

New York State Finance Law §§139-j and 139-k imposes certain restrictions on communication between NYS and Bidders during a procurement. Bidders should submit all RFP inquiries, questions, or comments to its.sm.bestvalue@its.ny.gov using the Bidder Questions Form (Attachment 5) by the due date indicated on the Calendar of Events. No other method of inquires will be accepted.

Additional information is available at: http://ogs.ny.gov/Aboutogs/regulations/defaultAdvisoryCouncil.html

Administrative issues pertaining to sending/receiving email through the designated mailbox may be reported at (518) 402-2725.

4.2.2 Communications from NYS to Bidders

ITS has established a procurement website for the purpose of disseminating information relating to this procurement, and Bidders are encouraged to monitor the site. The website URL is provided on the cover page of this RFP.

4.2.3 Procurement Record

ITS shall maintain a Procurement Record that documents the procurement process.

4.2.4 Building Access Procedures for Visitors and Hand Deliveries

To access the ITS office building, all visitors must present photo identification at the Security Desk and comply with other requirements. Bidders who intend to hand-deliver Proposals or utilize independent courier services should allow extra time to comply with these procedures. Bidders hand-delivering their Proposals should ask the security personnel at the security desk to call the Designated Contact(s) indicated in this RFP or the Procurement and Contracts Support Unit. Building Access procedures may change or be modified at any time. Bidders assume all risks for timely, properly submitted hand deliveries.

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4.3 NO LATE SUBMISSIONS

All Proposals must be submitted and received by the Proposal submission dates and times specified in this RFP. Proposals received after the Proposal Submission Deadline shall be rejected.

Faxed proposals and electronic submission will not be accepted. If proposal packaging labels are not sufficient to identify the contents, ITS reserves the right to open packages for the purpose of identifying the source and contents of the package. All materials submitted by the Bidder become the property of the State of New York Office of Information Technology Services and may be returned only at the sole discretion of ITS.

SECTION 5 - PROPOSAL REQUIREMENTS

5.1 PACKAGE LABEL

All Proposals must have a label on the outside of the package or shipping container with the following information:

RFP C000### <Title> - PROPOSAL ENCLOSED

NOT TO BE OPENED EXCEPT BY AUTHORIZED PERSONNEL

5.2 MULTIPLE SUBMISSIONS

Bidders may submit more than one proposal for the purpose of offering alternative solutions but each proposal must meet all of the mandatory requirements of the RFP, be complete in itself, and must not reference or incorporate portions of another proposal submitted by Bidder. Multiple proposals received from the same Bidder will be separately evaluated by ITS as if each proposal were the sole submission of the Bidder.

5.3 GENERAL REQUIREMENTS FOR PROPOSALS

Bidders must submit a complete response to this RFP that satisfies the requirements set forth below. Failure to do so may render the Bidder’s proposal non-responsive. A proposal check list is included in this RFP as Attachment 1.

Proposals that make extensive use of color photographs or illustrations, or that include separate brochures or marketing materials and overly elaborate embellishments, are discouraged.

All proposals submitted in response to this RFP, must be written in the English language with quantities expressed using Arabic numerals and United States Dollars ($ USD), as applicable.

5.4 EVALUATION METHODOLOGY

The evaluation process will be conducted in a comprehensive and impartial manner. The Technical Proposal will be weighted at XX%, and the Financial Proposal will be weighted at XX%. There will be no points awarded to the Administrative Proposal.

5.4.1 Proposal Completeness Review

After the Proposal opening, each proposal will be screened for completeness and conformance with the RFP requirements. Proposals that do not meet the RFP requirements may be deemed non-responsive, removed from further consideration, and the Bidder notified accordingly. Proposals that pass will proceed to the Technical Evaluation.

NYS Office of Information Technology Services Request for Proposals

RFP # C000475-Remote Field Support Page 16

16.

5.4.2 Minimum Qualifications Evaluation

Proposals submitted by Bidders will be evaluated on a Pass/Fail basis to determine whether they satisfy the RFP’s minimum qualifications. Proposals that fail to meet the minimum qualifications will be deemed non-responsive, will not be further evaluated, and the Bidder will be notified accordingly. Passing proposals next proceed to the Technical and Financial Evaluations. Bidders may still be disqualified if it is later determined that the Bidder did not meet all of the RFP minimum qualifications and should not have qualified to move on to the Technical and Financial Evaluations stage.

5.4.3 Technical Proposal Evaluation

The Technical Evaluators will independently score each Technical Proposal using a weighted average to calculate the Technical Score for each responsive Bidder.

5.4.4 Financial Proposal Evaluation

The Financial Proposal evaluation will be based on a maximum score of XX points which will be allocated to the proposal with the lowest price. All other responsive proposals will receive a proportionate score based on the relation of their Financial Proposal to the proposal with the lowest price, using this formula:

Financial Proposal points awarded = XX points x (Lowest Price Financial Proposal/Price of Proposal Being Evaluated)

5.4.5 Final Composite Score

A final composite score will be calculated by adding the Technical Proposal points to the Financial Proposal points. The Proposals will be ranked based on the combined scores. The Bidder with the highest score may receive a tentative award, subject to successful contract negotiations and approval by the Attorney General and Office of the State Comptroller.

Should more than one Bidder get the same total score, the tie will be broken using the Financial Proposal score. When price and other factors are found to be substantially equivalent, ITS wills select the winning Bidder at its sole discretion.