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Home My WebLink AboutRESPONSE - RFP - 7285 IT SUPPORT SERVICES FOR MPOPLEASE GO TO www.fcgov.com/eprocurement TO REGISTER IN OUR E-PROCUREMENT SYSTEM FOR FUTURE BID OPPORTUNITIES! BE SURE TO SELECT ALL APPROPRIATE COMMODITY CODES. COMMODITY CODES USED FOR THIS RFP: 920-31 Installation of Computers, Peripherals, and Related Equipment (Including Software) 920-35 Modification of Existing Equipment (Including Cost of Parts) 920-37 Networking Services (Including Installation, Security, and Maintenance ) 920-39 Processing System Services, Data (Not Otherwise Classified) 920-40 Programming Services, Computer 920-64 System Implementation and Engineering Services Section 6.0: Proposal Acceptance All proposals shall remain subject to initial acceptance 90 days after the day of submittal. Vendor Statement: I have read and understand the specifications and requirements for this bid and I agree to comply with such specifications and requirements. I further agree that the method of award is acceptable to my company. I also agree to complete AGREEMENT with the NORTH FRONT RANGE TRANSPORTATION AND AIR QUALITY PLANNING COUNCIL (the "MPO") within 30 days of notice of award. If contract is not completed and signed within 30 days, MPO reserves the right to cancel and award to the next highest rated firm. NOTE: VENDOR STATEMENT IS TO BE SIGNED & RETURNED WITH YOUR PROPOSAL. FIRM NAME: ��k Inf��1g7� �cv�AoC c El �C2�S ADDRESS: '-1 ZD S EMAIL ADDRESS: (£Ja,Isa.I /Tyklc.u,—PHONE: BIDDER'S NAME: �.�a✓a rs PRIMARY SERVICES ISSUES CONTACT: 'Tof%/ A1J'7r? AnD TELEPHONE: 970-a -S aO caLL FAX: EMAIL:_ 'TAj3JPrW a fTy,A CELL: 97o-3ii ,S o EMERGENCY: !<R,s 60 BACKUP: 004-JG lR/}iJ 6,Ai-Q,1416.174,4 e Irx&-csh 197a-4Y3.7ryS (c) RFP 7285 IT Support Services for MPO Page 10 of 25 Information Technology Experts, Inc. (ITX) NFRMPO IT Support Services October 12. 2011 I /� IXIGRYAAlI4M RCXXLLCLY f11ni3 be Appendices B - Annual Server & Infrastructure Review (items list) Workstations User Computer Name Workgroup: Max. Possible Downtime Days: IIrs: Min: Brand Model: Operating System CPU RAM Hard Drive Total: Available: Network Interface Card Network Protocol(s) Default: Others: N/A Local Printer Port: N/A Shared as Local Data ❑Yes / 0 No Location: Applications ` All additional Applications are on the applications sheet SIP: SP: Sp: Notes Daily Backup Backup Schedule ❑M/LIT /nW/OTh/OF/OS/OSu/ONo Schedule Backup Operation ❑Full / ❑Incremental / ❑Other. Number of Generations ❑ I / 02 / n0[her: Monitored ❑Yes / O No Responsible: Restore Test ❑Weekly/nMonthly/nNever/nOther: Notes Weekly Backup Backup Schedule ❑M/OT/OW/Olh/nP/OS/OSu/ONo Schedule Backup Operation ❑Full / ❑Incremental / ❑Other: Number of Generations ❑ 1 / O2 / ❑Other: Monitored ❑Yes / 0 No Responsible: Restore Test ❑ Weekly / nMonthly / nNever / 00ther: Notes Page 9 Infonnation Technology Experts, Inc. (ITX) NFRMPO IT Support Services October 12, 2011 I It urornnox ttcxxmocr uxmc xc Appendices B - Annual Server & Infrastructure Review (items list) Software Product Version: Vendor Mission Critical Days: lirs: Min: Installation Path Amount of Licenses Notes Product Version: Vendor Mission Critical Days: Hrs: Min: Installation Path Amount of Licenses Notes Product Version: Vendor Mission Critical Days: Hrs: Min: Installation Path Amount of Licenses Notes Product Version: Vendor Mission Critical Da}'s: Flrs: Min: Installation Path Amount of Licenses Notes Product Version: Vendor Mission Critical Days: Hrs: Min: Installation Path Amount of Licenses Notes Page 10 Information Technology Experts, Inc. (ITX) NFRMPO IT Support Services October 12, 2011 I A00'1 ummm� ncxvneor urun r PROPOSAL TO NFRMPO NORTH FRONT RANGE METROPOLITAN PLANNING ORGANIZATION for 7285 IT Support Services Submitted by Information Technology Experts, Inc. (ITX) 2120 S. College Avenue Fort Collins, CO 80525 970.282.7333 www.itxfc.com Information Technology Experts, Inc. (ITX) T NFRMPO 1 /1 IT Support Services October 12, 2011 �cromrmx recxxaccr nrmvr 7285 IT Support Services Proposal 1.0 Overview ITX is proud of the support our technicians have provided NFRMPO over the past 2-years and hope to continue and build our relationship. We appreciate your giving us this opportunity and see it as a means to improve our services and delivery to you. If awarded your support contract, ITX will meet with NFRMPO to identify those areas you would like more communication and support. We will develop an action plan and timeline to address each item and provide monthly updates on progress. The request included in your RFP for "Scheduled Communications with NFRMPO and the City of Fort Collins" is a welcome idea that ITX embraces. This will give us the means to help you plan and budget for the coming year in an effort to provide you with greater value from your IT infrastructure. Planning for expenditures is much more cost effective than reacting to emergency situations which are always frustrating and expensive. 2.0 ITX History Information Technology Experts, a Cherokee Nation Company, is northern Colorado's leading full - service business IT support provider. Founded in 1996, ITX has 130 employees nationwide and posts a 31 % average annual growth rate. ITX serves more than 200 commercial and government clients from headquarters in Fort Collins, CO, and project offices nationwide. ITX is owned and managed by IT professionals. Mr. Steven Bilby, President & CEO, possesses significant experience managing and establishing long-term IT strategy, vision, and goals; managing technical teams; and implementing and supporting enterprise -wide IT systems. Mr. Mai Tran, President & COO, has 20 years experience in database management, data migration & conversion, telecommunications, system administration, network maintenance, and network management. Think of us as your IT department. ITX employs more than 15 highly -skilled and certified technicians located in northern Colorado, is a Microsoft Gold Certified partner, Sonic Wall Silver Certified Partner and our extensive services include: Network Site Assessment: it's like a "home inspection" on your network. ITX will diagram the network, analyze every workstation/server, document our findings, and, if necessary, make recommendations for improvement. Network Design: ITX will plan the most efficient way to build a scalable computer network to meet your specific needs. We utilize wired, wireless, and other network infrastructures. The total solution that we develop is the most cost-effective approach to meet your long-term strategy. ITX also plans and executes upgrades for existing networks. Our networks are fully scalable and designed for today and tomorrow. Technology Integration: get the most from the introduction of new technology. ITX will make sure you have the proper infrastructure in place to support the technology including the cables, connectors, routers, hubs, switches, and racks. Firewalls and Intrusion Detection: In our interconnected world, few networks are totally safe. ITX's network security engineers will install frrewall appliances and software, and proactively, routinely, and remotely monitor your network to protect from virus attacks and attempted intrusion. Information Technology Experts, Inc. (ITX) NFRMPO IT Support Services October 12, 2011 I'N /1 ivwvvwx rzoxxa[n nrunv< • Wireless: our wireless experts combine the best elements of wireless and wired networking to deliver secure. scalable wireless networks with a low total cost of ownership. • Cabling: no network operates at its full potential unless it is wired correctly. Our engineers will plan and install your cable down to the last connector. • Network Hardware Management: we will analyze your current network infrastructure and develop a reliable solution that will meet both current and future needs. • Workstation Maintenance: don't be slowed down by viruses or software programs that aren't functioning properly. • Server Maintenance: your server is your lifeline and routine maintenance will increase its speed, performance, and lifespan. • Internet Connection: make sure everyone can access the Internet through shared Internet connectivity. We support various media and connection types, e-mail, firewall configuration, and other Internet protocols. • Desktop Application Support: we can support your critical business applications such as Microsoft Office — offering a locally -staffed Help Desk plus on -site support. • Colocation: your server at an ITX facility. ITX offers flexible rack space options, scalable bandwidth, 24/7 remote monitoring, backup on -site generator, climate control, and more. ITX is a full -service business IT provider offering: • Managed services • Network design & systems admin • Server & PC maintenance • Managed security solutions • E-mail security • Managed backup services Award -winning management team & staff: • 2009: February 2009 Business of the Month, Fort Collins Chamber of Commerce (charo al • 2008: Winner, Best in Business, Small/Family Business of the Year, Port Collins Coloradorrn • 2007: Inc. 5000 list of America's fastest growing private companies — ranked 42511 • 2007: ITX ranked #13 in Coloradolliz magazine Top 50 Minority -owned Businesses , • 2007 NCBR ,Mercury /00 Fastest Growing Companies, • 2006: USDA's SDB Contractor of the }ear award, • 2006: SBA -Colorado named Mr. Tran and Mr. Hottman Small Business Persons of the Year • Server virtualization • Staff augmentation • Software, DB, web development • Hosting • Moves and relocations • Business intelligence products For over 13 years, ITX has provided similar IT support to a variety of customers along the Front Range, including: • The Group Inc. Real Estate . First Presbyterian Church • Celestica • Microsoft • Golden Aluminum • Constant Contact • Family Health Care of the Rockies • Community Foundation • Fort Collins Area Chamber of Commerce • Big 0 Tires • Everitt Companies • Porter Industries • WyHy Federal Credit Union • Flood & Peterson Insurance • Fort Collins Chamber of Commerce • Little Thompson Water District • Salud Family Health Centers 0 United Way of Larimer County Information Technology Experts, Inc. (ITX) NFRMPO IT Support Services October 12. 2011 2.1 ITX Representatives Evaluation Process: Account Manager: Todd Evans, Business Technology Consultant 970-488-1026 direct 970-443-2147 cell tevans [ itxfc.corn Kevin Richards, Network Security Engineer 970-488-1022 direct 970-227-9889 cell kevin. richardsni txfe.com Kris Jackson, Account Manager 970-488-1052 direct 720-226-6558 cell kiackson@..itxfc,com NFRMPO Technical Staff: John Hubbard, primary technician 970-215-5520 cell Ihubbard(a7itxfc.com Quang Tran, secondary technician 970-443-2145 cell Mai-quana.tran a itxfc.com 3.0 Support —Scope of Work ITX has the expertise and the capacity to support all of the requirements expressed in the NFRMPO RFP. 3.1 Local PC Support On -call PC support will be provided as needed. The assigned primary and secondary technicians will be available by cell phone and/or email during and after normal business hours. Additionally, our Account Manager is also available to receive emergency calls and is capable of dispatching a technician if for some reason the assigned technicians are unavailable. ITX has the capacity to handle all ofNRFMPO's PC needs including: build/rebuild computer hardware, installation of software, patches and drivers, license inventories, virus removal/repair, and backup. We have worked with NFRMPO and implemented email policies for storage and removal of out -dated entails. If the current solution is not sufficient we will work with NFRMPO to build a more robust policy. Additionally, the currently the NFRMPO backup is conducted on the servers solely. Employees are instructed to keep files on the network (servers) since there is no guarantee about files stored on the local desktop computers. If the NFRMPO would like a PC backup solution, ITX can provide options and cost information. Use or disclosure ofdata contained on this sheet is subject to the restriction on the title page of this proposal or quotation Page 4 Information Technology Experts, Inc. (ITX) T Support 1 /1 NFRMPO IT Support Services October 12. 2011 i[rmv.[rwx rzcxxaccr nr[mr 3.2 Purchase of Hardware, Software and Online Services Currently, ITX has an inventory of the software installed on each PC. NFRMPO has purchased the software tracks the licenses. ITX can implement a tracking solution with input from NFRMPO to manage and track the licenses if the current system is inadequate. As in the past, ITX will work with NFRMPO to make the wisest purchases possible of hardware, software and online services. Our technicians will present options based on your current infrastructure and your desired outcome to provide you with the best value available at the time. We will work with you to plan yearly upgrades and replacement of outdated equipment and software. This includes acting as the point -of -contact with all hardware, software vendors and Internet services, as well as assisting your accounting staff setup automated payment processing. ITX is happy to serve as the administrative contact for Sitefinity as this project is currently in progress. 3.3 Ongoing Maintenance of Servers ITX currently has and maintains relationships with the City of Fort Collins IT Department. We understand their protocols for entry to the server room and follow them rigorously. Our technicians have a complete understanding of your servers' hardware, software and licenses, and the function each provides. This is also the case with your backup systems. We currently maintain the remote access configurations. We address the addition/subtraction of user accounts in a coordinated effort with NRFMPO to happen on the day and time needed. Our technicians have asked the NFRMPO Human Resources department, in the past few weeks, to include them on communication about staff terminations so that these user accounts are deactivated more quickly. The managed services we maintain on your PCs allows us to monitor your hardware for potential failure, and provide an inventory of software licenses and hardware. ITX recommends installing the server version of the managed services on all of your servers. We believe it would basically pay for itself because AVG antivirus is included within this package so you would not have to incur this cost twice. The managed services would also proactively alert ITX to most hardware issues before a failure occurs. While it is no guaranty that a failure wouldn't occur, this service is seen in the industry as a cost saving devise because of the large expense hardware failures cause. Cost information for the managed services has been included in the pricing section along with the services features in Appendices A. Currently ITX maintains the SQL server hosting the Great Plains software and would continue to work with your third party consultant to conduct installations and upgrades. 3.4 Scheduled Communications with NFRMPO and the City of Fort Collins Annually—ITX will provide an annual evaluation for each server and your network by January 15 of each year (NFRMPO calendar year). This review will be sent to both NFRMPO and the City of Fort Collins IT Department for review and a meeting with all parties scheduled. The evaluations will contain a health systems report of all hardware and software, options for how best to precede, preventative maintenance needs, cost savings opportunities, bill rate updates and opportunities to improve communication between the NFRMPO, the City of Fort Collins, and ITX. The breakdown of the information contained in the evaluation is provided in Appendices B. Page 5 Information Technology Experts, Inc. (ITX) NFRMPO IT Support Services October 12, 2011 IV uI.. rzcMM Ie .. Monthly—ITX will email status reports to designated NFRMPO staff covering PC software updates, viruses blocked, spyware management, and temporary file deletion. 3.5 Invoicing ITX provide monthly invoicing with a complete breakdown of tasks completed and the associated time for each. 4.0 Pricing ITX has responded to the pricing request in the RFP in the following subsections. We also offer the opportunity to continue with the same pricing in the coming year that we have provided to NFRMPO over the past two years of $1 15.00 per hour for the first hour and $95.00 for each additional hour. 4.1 Monthly Price per unit to maintain local PCs Currently, ITX PC maintenance in conducted "as needed" with maintenance performed if the monitoring report or a user indicates there is an issue. This accounts for approximately 2-to-3 hours per month in support and is done in this manner as a cost savings measure. It would take an estimated I -hour per PC to conduct a standard maintenance of disc check, defragmentation, hardware diagnostics, software updates, and virus scan. ITX suggests keeping costs down by using a rotating maintenance schedule if this maintenance is desired. In this way, 4 or 5 PC would be serviced each month, and all PC would have three complete cycles each year. Cost $100.00 per PC 4.2 Monthly Price per unit to maintain remotely -hosted (off site) servers Currently, ITX conducts monthly maintenance on servers and rotates the maintenance duties as a way to keep costs to a minimum. Typically, 6-to-8 hours per month is spent on maintaining NFRMPO's servers at the City of Fort Collins. In similar fashion to the PCs, it takes approximately 2-hours per server to conduct maintenance. Cost $200.00 per Server 4.3 Hourly fee for monthly on -call PC user and number of hours needed ITX charges NFRMPO $1 15.00 for the first hour and $95.00 per hour for each additional hour. 4.3.a Overage No Additional Charge Emergency Depends on time of day or weekend (see other pricing) Day $1 15.00 first hour/$95.00 each additional hour Night/weekend charges $142.50 per hour 4.4 Managed Services Currently, NFRMPO has ITX's monitoring service running on 15 PCs at $15.00 each, per month. ITX suggest that it would be beneficial to run this service on your servers as well. To help offset the additional cost we have dropped the price for each service from the price of $125.00 per server and $15.00 per PC. The proposed pricing for bundling the monitoring is: 4.4.a Servers $49.00 per month 4.4.b. PC $ 7.00 per month Page 6 Information Technology Experts, Inc. (ITX) T NFRMPO 1 /1 IT Support Services October 12. 2011 umrmwn rzcxxmacr nrm:r Appendices A - Managed Services Features Anti -virus (AVG)—Any workstation or server that has managed services agent installed automatically has AVG's Business Edition anti -virus with automatic updates. This application can be turned -off if desired. If running on servers and work stations, the installation can be pushed from the server via a management console to the workstations. It can also be installed on each machine individually. In most cases, the savings incurred through anti -virus licensing and updates justifies the cost of the managed services. If you add the benefits of 24/7 monitoring as well as the following features, the managed services cost often pays for itself. Anti-spyware (SpyBot)—prevents unauthorized applications from data mining your servers and workstations to gather email addresses, personal and corporate information. While the term spjnvare suggests that software that secretly monitors the user's computing, the functions of spyware extend well beyond simple monitoring. Spyware programs can collect various types of personal information, such as Internet surfing habits and sites that have been visited, but can also interfere with user control of the computer in other ways, such as installing additional software and redirecting Web browser activity. Spyware is known to change computer settings, resulting in slow connection speeds, different home pages, and/or loss of Internet or functionality of other programs. Auto -delete Temporary Files --Some programs and web browsing create temporary files and then leave them behind - they do not delete them. This can happen because the program crashed or the developer of the program simply forgot to add the code needed to delete the temporary files after the program is done with them. In Microsoft Windows the temporary files left behind by the programs accumulate over time and can take up a lot of disk space. To remove these temporary files ITX's Managed Services employs a system utility, called a temporary file cleaner or disk cleaner to delete the offending files. Remote Computer Control (Logmein Pro) —provides the ability to log into your office workstation from a remote location to work, transfer files and print locally. It also gives our technicians the ability to take corrective action from a remote site which greatly increases the response time for any issues that arise. Microsoft Patch Management —is an application that identifies the configuration of the machine it's installed on and then checks each Microsoft patch against a table of known conflicts to prevent any bad patches from being installed. (This works for standard configurations and is not a guaranty that a bad patch will not be installed. It does work to prevent the vast majority of conflicting patches from being installed.) 27x7 Monitoring —continuously checks hardware, Microsoft event logs, Microsoft patch status, anti -virus status (AVG and all major brands), disk space, Disk Smart drive monitoring for critical disk errors, processor memory status, application status, and Microsoft Service monitoring and notifies ITX if any critical errors are occurring. Asset Inventory Reports —provides a detailed list of hardware and software on a workstation or server. This eases the burden of conducting an inventory of software licenses and hardware assets for depreciation. Monthly Executive Report —provides summary status report of all the preceding functions. This helps you plan and acts as an early warning when your systems and capacity (storage, memory, etc.) are running low. Page 7 Information Technology Experts, Inc. (ITX) NFRMPO IT Support Services October 12, 2011 I'N vrwwrm[ ncx[nen rerun r Appendices B - Annual Server & Infrastructure Review (items list) Servers Computer Name Workgroup: Mission Critical Days: lirs: Min: Brand Model: Operating System SP: CPU RAINI Network Interface Card Network Protoccl(s) Default Others: Network Interface Card 42 Network Protocol(s) Default: Others: (lard Drive(s) Controller: Raid: Disks: Controller: Raid: Disks: Logical Drive(s) C:\ Total: Available: HP Recovery Total: . Available: Total: Available: Total: Available: Backup Controller. Type: Capacity: Backup Software: UPS Capacity: Local Printer Port: Shared as Local Printer #2 Port: Shared as Local Printer #3 Port: Shared as Server Applications Notes Page 8