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HomeMy WebLinkAboutRESPONSE - RFP - 7380 NETWORK EQUIPMENT & SMARTNET SERVICESCity of Fort Collins 7380 Cisco Equipment Purchase and SMARTnet Maintenance Contract Services Request For Proposal Response Original Copy Valid for 90 days from Date Submitted May 2, 2012 Prepared by: Matt Lederle Senior Account Executive Global Technology Resources, Inc. 990 S. Broadway Suite 400 Denver CO., 80209 o: 303-468-3618 c: 303-884-3237 f: 303-455-8808 e: MLederle@GTRI.com City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 1 May 2, 2012 TITLE PAGE This offer includes data not to be disclosed outside The City of Fort Collins and shall not be used or disclosed in whole or in part for any purpose other than to evaluate this offer. If, however, a contract is awarded to the offeror as a result of or in connection with the submission of this data, The City of Fort Collins shall have the right to duplicate, use or disclose the data to the extent provided in the resulting contract. This restriction does not limit The City of Fort Collins right to use information contained in this data if obtained from another source without restriction. The data subject to this restriction are contained in Sheets marked with references back to this Title Page. GLOBAL TECHNOLOGY RESOURCES, INC. (GTRI) RESPONSE TO RFP 7380 1. State your understanding of the City of Fort Collins hardware, software and SMARTnet needs. Summarize your firm’s qualifications for providing these services in a timely manner. Include and material assumptions that either enhance of limit service performance. GTRI understands the City’s hardware, software and SMARTnet needs, maintaining the qualifications to provide the products and services as outlined in RFP No. 7380. Over the last five years GTRI has supplied The City of Fort Collins’ Netcomm and network administration teams with a multitude of products and services involving unified communications/VoIP, indoor wireless, route/switch, security and maintenance contract management and renewal (e.g. Cisco SMARTnet). GTRI assumes similar requirements in future years along with the potential for new requirements spanning these same technologies and not necessarily limited to those listed within RFP No. 7380. GTRI employs customer-dedicated inside, outside, and pre-sales engineering teams who own and manage the relationships between GTRI and its customers. GTRI also employs a distinct and dedicated Service Contract Management Team (SMARnet management). All of these positions exist in order to augment GTRI’s ability to provide timely and accurate response to hardware, software and SMARTnet requirements. GTRI maintains consistency in these human resources in order to foster the highest level of communication and maintain solid relationships. GTRI has modeled its organizational chart to mirror those of our manufacturer partners (such as Cisco) as an extension of those manufacturers’ support mechanisms in order to promote collaboration, timeliness, and accurately specified/well integrated solutions. The following document describes GTRI’s Service Support Contract group (i.e., Cisco SMARTnet Maintenance management group). This group is exclusively tasked with managing customer service contracts. Service contracts are complex and involve numerous details because most enterprise- sized networks contain many network components, each being paired with appropriate, yet differing, service level agreements. And, it is common for Cisco’s database to be inaccurate and incomplete and is by no means a flawless record of existing coverage. For these reasons, GTRI created its SSC group to ease the burden of managing Cisco SMARTnet both for Cisco and our mutual customers in order to reduce (or eliminate) errors. This service is given to all of our customers at no additional charge. A notable feature to this service is a relatively new portal ( ONEPortal) that GTRI created so that its customers have expanded ability to view and manage their contracts for themselves if they so choose. A screen shot and description of this portal is highlighted in the response to Section 7 and was recently proposed to Bob Singleton. City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 2 May 2, 2012 City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 3 May 2, 2012 To further substantiate GTRI’s qualifications to exceed the product/maintenance fulfillment requirements listed within RFP No. 7380, a list of our specializations are included below. There are less than 15 Cisco partners in the country that have their Master UC, Master Security, Master Managed Services, and Gold Status. There are less than seven who have all of the below: Specializations  Master UC Specialization  Master Security Specialization  Advanced Data Center Networking Infrastructure  Advanced Data Center Storage Networking  Advanced Routing & Switching  Advanced Security  Advanced Unified Communications  Advanced Wireless LAN  Cisco Gold Partner Managed Services  Master Managed Services Specialization  Cisco Powered Managed Unified Communications  Cisco Powered Managed Security Other Authorizations  Cisco Smart Care Service Provider  Authorized WebEx Reseller  Authorized Unified Meetingplace Partner  TANDBERG Migration Advanced/ TANDBERG Partner  Advanced Technology Partner - Data Center Unified Computing  Advanced Technology Partner - Outdoor Wireless Mesh  Advanced Technology Partner - Cisco TelePresence Video  Healthcare Industry Solutions Partner 2. Provide a history of your firm as relevant to the purpose and scope of this RFP. Describe the longevity of senior staff and management as it relates to your ability to maintain a potential 5- year contractual agreement. The longevity of GTRI’s senior staff is referenced in these teams’ bios, as follows: Greg C. Byles Chief Executive Officer is responsible for overseeing GTRI’s entire sales organizations (commercial & federal) and proposals strategies. Greg has a 20-year career in the Denver IT industry having served as an enterprise client executive at the manufacturer, distributor, and reseller levels. He brings to GTRI an extensive solutions-based background with expertise in business capture, project development and delivery, goal development and executing winning proposals. He is an intuitive leader who practices sound program planning, strategic execution, and customer-focused initiatives. Greg graduated with a bachelor's degree from the University of Northern Arizona. Glenn B. Smith Chief Operating Officer and co-founder has over 19 years experience leading several business facets including finance, marketing, professional services, quality control and human resources. His background includes cross-functional expertise in areas including business development, management leadership, corporate governance and strategy. Glenn is committed to building cultural strength and execution through team and individual accountability, alignment of inter-departmental operations, process improvement, employee morale, and clear, consistent communication City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 4 May 2, 2012 throughout the organization. Glenn graduated with a Bachelor of Science from the University of Colorado with an emphasis on Finance and Information Systems. He also serves on the board for Colorado Youth for a Change, a Denver non-profit promoting dropout prevention and recovery services for several area school districts. Monte J. Sjobakken Vice President of Sales is responsible for commercial & federal sales at GTRI. Monte has over 20 years of Sales, finance and sales management experience in high-end computer service and solution companies. His past experience covers multiple business verticals, such as manufacturing, distribution and service organizations. He has an extensive background managing large sales organizations in fast-paced environments. Monte also brings to GTRI a vast background in strategic planning and business development. Monte graduated from Iowa State University with a bachelor’s degree in Business Administration with a minor in Economics. Barbara Beckner Director of Program Management has a proven record of winning and managing large federal and commercial programs. With nearly 25 years of experience supporting lifecycle programmatic federal government customers and contracts. Prior to joining GTRI, Barb spent 18 years with Qwest’s Government Services Division where she held numerous executive positions in program and operations management as well as capture management. Barb holds Master's certificate in Telecommunications and Center for Program Management from University of Denver a B.S. degree from Towson State University is a Graduate of the Women's Leadership Institute in Denver, CO. Barb is also actively involved in the Denver based Women’s Vision Foundation and several other Denver based non-profit organizations. Jeeva Ratnathicam Vice President of Finance is responsible for all financial and Administrative aspect of the business. Jeeva brings over 17 years of financial management experience with various small and fortune 500 businesses. Some specific accomplishments include: Business consolidation and efficiency initiatives resulting in multi-million dollar savings, management of a 20+ accounting staff resulting in $5 Million cash flow improvement year over year, and growth of a business from 0-35 employees improving federal government contracting requirements. With his specific expertise in managing turnarounds and high growth businesses Jeeva is focused on creating a scalable cost efficient support infrastructure for GTRI. Jeeva is a graduate of Pepperdine University with a Bachelors of Science in Accounting. Scott Hogg Director of Advanced Technology is responsible for GTRI’s technology vision and strategy, including solutions engineering, research and development, client and internal technical education, and technical consulting. Scott was formerly one of 30 principal consultants at the now Lucent-owned International Network Services. He has participated in major projects at Microsoft, Orbital Sciences, and the Department of Interior. Scott is a frequent presenter as a subject-matter expert in advanced network concepts such as Ipv6, cyber-security, and core enterprise architecture. Scott has his Cisco CCIE and numerous other technical certifications, and holds a B.S. in Computer Science from Colorado State University and a M.S. in Telecommunications from the University of Colorado. Scott, along with Eric Vyncke, Cisco Distinguished System Engineer, collaborated to write the book IPv6 Security, which became available in December, 2008. City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 5 May 2, 2012 Tim Rod Vice President of IT and Operations brings 19 years of hands-on experience to GTRI in Information Technology, Security, Compliance, Database Marketing, and CRM. The combination of Tim’s skill in process re-engineering and project management allows him to evaluate a client’s process, determine any opportunities, and document/manage a project plan to get the process to where it meets the client’s expectations. As both a member of senior management within companies, and as the president of Rod Consulting Group, Tim is recognized in the industry for his knowledge, skill, and experience. He is widely respected for his breadth of knowledge in all aspects of IT, as well as other aspects of operations. Tim has a B.A. degree in International Relations and his M.B.A. in Information Technology and Finance from Tulane University. As referenced earlier in our response, GTRI is uniquely positioned to continue to serve The City of Fort Collins in the years to come with a long-term staffing commitment. With over 60 full-time, post-sales engineering consultants in the Denver area alone combined with substantial ongoing growth, GTRI can accommodate increasing demands in step with The City of Fort Collins’ requirements. Perhaps equally important, GTRI has maintained notable consistency in the people that have been provided to assist The City of Fort Collins with its requirements and has also accommodated most every request by The City of Fort Collins to make whatever personnel changes/additions deemed necessary. Our engineering ‘depth-of-bench’ contributes substantially to that ability. 3. Identify Staff proposed to provide services to the City of Fort Collins. Include resumes and any recommendations/commendation letters received from recipients of your services in the past 5 years. List any Cisco professional certifications, specific and relevant to hardware, software and SMARTnet administration and management. Please see Attachment 1 for resumes of proposed staff and their professional certifications. 4. Provide a list of at least three municipal account customers, comparable in size to the City of Fort Collins, currently utilizing your services. Include references and/or testimonials. Please see Attachment 2 for recommendation and commendation letters for past projects. Nearly all of GTRI’s public sector customers exist in Education and the Federal Government. The bulk of these customer IT infrastructures are larger than that of the City of Fort Collins. The rest of GTRI’s business occurs in the Commercial Sector, and most of these customers have IT infrastructures as big as or bigger than the City of Fort Collins. In addition to the City of Fort Collins, GTRI also works with the City of Wheat Ridge and the City of Westminster however both of the latter are relatively new customers to GTRI. GTRI doesn’t have numerous municipal account customers because focus is placed on the breadth of the known vertical markets within and including State/Local, Education, Healthcare, Commercial, and Federal in order to bring comprehensive experience from multiple markets to each of our individual customer environments. 5. Complete Exhibit “A”, the Pricing Matrix. The information displayed is a fairly complete representation of the City of Fort Collins’ network and telecommunications inventory. It has been City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 6 May 2, 2012 developed for the purpose of evaluation service price only. It should not be interpreted as a forecast or commitment for future Purchases. Enter in the Notes section of the Pricing Matrix the discount from Cisco List price that was applied to Unit Costs. This rate of discount will be set by Service Agreement as the minimum rate of discount for all Cisco purchases by the City of Fort Collins. Note in this same space any additional volume purchase discount incentives that will be available. Please see Attachment 3 – Exhibit “A,” the Pricing Matrix. 6. Describe your approach to customer service. Include qualitative aspects differentiating your firm from others. GTRI recognizes SMARTnet Contract Management as a complex undertaking. GTRI built a team of seven individuals (over 30 years combined experience) dedicated to the management of SMARTnet contracts to ensure customer service and satisfaction. This team works directly with our customers on a daily basis. GTRI understands the challenges of SMARTnet contract management with relevance to: CCO ID association, TAC Escalation, RMA transactions, Location Changes, Decommissioned devices and ultimately inventory management. GTRI’s Support Contract Management Team works as a liaison between the customer and Cisco and is focused solely on its customers’ maintenance contracts, with the goal of bringing the entire network/all of its elements onto the various support contracts so if at any time a device should fail, not only is it on contract but the customer has access to a team that ensures proper escalation within Cisco Technical Assistance Center. Our approach to customer service includes bridging the gap between the customer and Cisco TAC both from a transactional/contract management perspective and from an escalation/problem resolution perspective. For a detailed, qualitative description of these services, please refer back to Attachment 1 referenced in Section 1, and entitled “Service Support Contracts.” GTRI Quality Program GTRI is an ISO 9001:2008 certified company. The International Standards Organization (ISO) describes standards in the ISO 9001:2008 series for a Quality Management System (QMS) addressing the principles and processes surrounding the design, development and delivery of a general product or service. GTRI participates in a continuing certification process to demonstrate our compliance with the standard, which includes a requirement for continual improvement of our QMS. GTRI is committed to maintaining and improving the QMS in order to continually satisfy customers by providing them with products and services that meet their requirements. GTRI ensures that customer requirements are met with the intention of enhancing customer satisfaction. City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 7 May 2, 2012 7. On a single page at the end of the RFP, provide a summary of your firm’s unique skills and abilities to provide hardware, software and SMARTnet services to the City of Fort Collins. GTRI provides the ONEPortal as a value add at no extra cost to the customer. The GTRI ONEPortal provides the customer with vision into their own contracts. This enhances our customers’ ability to manage their SMARTnet contracts. Information on the GTRI ONEPortal includes: Serial Number, Product Number, Coverage Begin and End Dates, Site Location, etc. ONEPortal also provides Cisco End of Support dates to allow our customers to budget for any replacement devices for inventory that is nearing Cisco End of Support. At the request of the customer, GTRI can manage your SMARTnet contracts as changes are made. Changes can include: coverage nullification, location change, RMA serial number transfers, Service Level changes etc. Ultimately, the GTRI ONEPortal simplifies Contract/Inventory Management and reduces the amount of time and administrative costs associated with SMARTnet management and renewals. About GTRI, and Why Choose GTRI GTRI is a Consulting Solutions Integrator with a broad range of information technology expertise serving enterprise, federal and state government, healthcare, educational, and other markets worldwide. You are making significant investments to plan and adopt new technology solutions that MUST be aligned with your business strategy, and it only follows that your partners should drive real value into your organization through successful execution of critical initiatives such as productivity gains, cost reductions, customer satisfaction, and employee retention. At GTRI, we do not view your projects as information technology changes, but as business improvement outcomes. Our Difference • A culture of continuous improvement & relentless commitment to customer satisfaction & success • Dedicated attention to quality management • Holistic, solutions-oriented view of IT as a strategic competitive advantage • Processes designed for client risk mitigation • Stable, reliable, financially secure business partner • A passionate commitment to our employees and our community City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 8 May 2, 2012 City of Fort Collins 7380 Cisco Equipment Purchase and SMARTnet Maintenance Contract Services Attachment 1 – Resumes City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 9 May 2, 2012 ATTACHMENT 1 – RESUMES City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 10 May 2, 2012 City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 11 May 2, 2012 City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 12 May 2, 2012 City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 13 May 2, 2012 City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 14 May 2, 2012 City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 15 May 2, 2012 City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 16 May 2, 2012 City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 17 May 2, 2012 City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 18 May 2, 2012 City of Fort Collins 7380 Cisco Equipment Purchase and SMARTnet Maintenance Contract Services Attachment 2 – Recommendations and Commendations City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 19 May 2, 2012 ATTACHMENT 1 – RECOMMENDATION AND COMMENDATIONS City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 20 May 2, 2012 City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 21 May 2, 2012 City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 22 May 2, 2012 City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 23 May 2, 2012 City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 24 May 2, 2012 City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 25 May 2, 2012 City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 26 May 2, 2012 City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 27 May 2, 2012 City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 28 May 2, 2012 City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 29 May 2, 2012 City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 30 May 2, 2012 City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 31 May 2, 2012 City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 32 May 2, 2012 City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 33 May 2, 2012 City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 34 May 2, 2012 City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 35 May 2, 2012 City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 36 May 2, 2012 City of Fort Collins 7380 Cisco Equipment Purchase and SMARTnet Maintenance Contract Services Attachment 3 – Exhibit “A,” Pricing Matrix City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 37 May 2, 2012 ATTACHMENT 3 – EXHIBIT A, PRICING MATRIX City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 38 May 2, 2012 City Of Fort Collins, Purchasing Proposal No. 7380 Use or disclosure of data contained on this page is subject to the restriction on the title page of this offer. Page 39 May 2, 2012