CITY OF CLEVELAND DEPARTMENT OF PUBLIC UTILITIES … · CITY OF CLEVELAND – DEPARTMENT OF PUBLIC UTILITIES REQUEST FOR PROPOSAL - IT GENERAL SERVICES ADDENDUM No. 5 SEPTEMBER 12,

CITY OF CLEVELAND – DEPARTMENT OF PUBLIC UTILITIES

REQUEST FOR PROPOSAL - IT GENERAL SERVICES

ADDENDUM No. 5

SEPTEMBER 12, 2017

Page 1 of 11

The proposal due date is September 29th, 2017 by 12:00 p.m.

Implementing Cloud Hosting and Service solutions has been removed from the scope of services of this RFP. Use the Addendum No. 5 – Group 1 Fee Template, which is attached. Any performance/work warranty will be part of the contract negotiation upon acceptance of a firm’s proposal.

Answers to questions received by the last day for questions: Q 1. What is the contract value for this three years’ project? A: TBD upon negotiation and when contracts are awarded. Q 2. Who is incumbent (Current vendor)? A: See Addendum No. 3 question # 7. There is no incumbent, these are new contracts. Q 3. Is it mandatory to provide all the Group services along with sub tasks for each group? A: Yes as per Addendum No. 3 question # 4. Q 4. As per our understanding DPU need 24*7*365 offshore/onsite support whenever required A: Yes as per Addendum No. 3 question # 2. Q 5. As per our understanding this is managed services project for 3 years with 24*7 support A: The RFP states: DPU intends to award one or more contracts with one or more consultants, with a contract term of three years with two one-year options to renew. Q 6. Kindly share the volumetric of applications and IT infrastructure environment like servers, network components, storage capacity (TB) to be managed. A: Information will be provided upon contract award. Q 7. Is there any SLAs designated for all the services if yes kindly share the response and resolution time? A: See answer to question 6 of Addendum No. 5



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Q 8. Section 1. Proposal Contents, Section 4. List of Representative Projects, “Each project description shall be presented in the format consistent with the table in Appendix E.”. Are vendors permitted to recreate the List of Representative Projects form for inclusion in our proposal, or are we required to provide the information directly on the form? Our concern is with the amount of space available on the form. A: Yes, as presented the same format with no deviation. Q 9. Section Appendix A: Proposal Checklist, will the City accept a flash drive/USB instead of a CD-ROM/DVD? A: No, only CD-ROM/ DVD. Q 10. Section Appendix B: Fee Proposal Template, are vendors permitted to recreate the fee table pages for inclusion in our proposal, or are we required to provide the information directly on the forms? Permitting the vendors to recreate the pages will allow for easier completion of the forms. A: See answer to question 8 of Addendum No. 5 Q 11. Can we bid on just parts of each section? A: No, as per Addendum No. 3 question # 4. Q 12. What type of support is the City looking for with regard to Linux, Unix, iOS and OSX? A: Per RFP Provide support, administration, management and development services Q 13. In section 3.3, Network (Storage Area Network) UCCE is called out. Is this Contact Center Enterprise or some other system? A: Yes, this is Contact Center Enterprise. Q 14. How long will the EMC environment be in production? A: We are in the process of phasing it out. Q 15. Can we get the projects planned and resourcing needs for 2018? A: TBD Q 16. Number of hours listed in Fee Proposal template, are they not to exceed hours?



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A: The projected hours are based on a contract period of three (3) years. Q 17. Can we get the current staffing details that the City has for the functions listed in Group 1 – 6? A: Per Addendum No. 3 question #77. Q 18. Can the City share skill details for the discretionary roles listed? A: Per RFP; Consultants may assign additional discretionary roles and rates with estimated hours to fee tables when deemed appropriate for bid purposes. Q 19. Can the project resources work from remote locations? A: Yes as per Addendum No. 3 question # 2. Q 20. Our understanding is that the Cleveland Water is looking for the required resources to be based at Onsite i.e. Cleveland Water locations. If yes, Please share details on the locations. A: TBD per Addendum No. 3 question #2. Q 21. Is Cleland Water open to services being delivered remotely from India? The required scope of services can be delivered via IP Sec VPN WAN over Internet. A: Per Addendum No. 3 question #2. Q 22. Are field services part of the scope of services? If yes, provide us with the location details - how many and where are these locations? Please share details on devices to be supported, User types, Service hour requirements etc. A: TBD Q 23. Our understanding is that Cleveland Water expects the consultants to provide BCP/DR consulting. Please confirm if this includes implementation of BCP/DR solutions. A: Yes, as an on needed basis. Q 24. The Cloud hosting and Cloud services related scope and volume is not mentioned. Need clarity on the scope and volume of the Cloud Hosting/ Services requirements A: *** Implementing Cloud Hosting and service solutions has been removed from the scope of



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services of this RFP. *** Use the Addendum No. 5 – Group 1 Fee Template, which is attached. Q 25. Please elaborate the requirement - Is this referring to the certification requirements of the resources being deployed by the Service Provider (SP) or is the expectation that SP provides training to Cleveland Water's resources? A: The Service Provider provides training to Cleveland DPU personnel. Q 26. Please share details on Training requirements - Scope, Volume, Number of people to be trained, A: TBD Q 27. Please clarify on scope of Training on "academic degrees with coursework". A: Per RFP : The selected Consultant(s) will be responsible for having the ability to provide business development that will earn, maintain or enhance professional certifications and credentials, such as, academic degrees with coursework, conferences, online learning opportunities, testing, professional development, consultations, coaching, and technical assistance to the following services related to Training and Certification under this Contract(s). Or Coursework that would enhance ones academic degrees. Q 28. IT infrastructure support: The scope of services spans across networks, servers, storage Active Directory (AD), Exchange & Sharepoint. However in Appendix B, Section 3.2, the pricing reflects only the scope of services for Networks. What about servers, storage, AD, exchange & sharepoint? Under which category should they be priced and what is the no. of working hours for each component? A: See answer to Addendum No. 3 question 55 and the attached form at the end of this addendum No. 5 Q 29. IT infrastructure support: The AD infrastructure scope of services can be supported by MCSE Cloud Platform & Infrastructure, MCSE Server Infrastructure and MCSE Windows Server 2012. However the no. of working hours for AD scope of services is not specified. Please specify A: See answer to Addendum No. 3 question 55 and the attached form at the end of this addendum No. 5 Q 30. IT infrastructure support: An MCSE Messaging will cover the Exchange scope of Services and an MCSE Sharepoint will cover the Sharepoint scope of Services. Please provide the number of working hours for both.



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A: See answer to Addendum No. 3 question 55 and the attached form at the end of this addendum No. 5 Q 31. Your cloud platform & Infra certification would have a person who has knowledge on Server 2016, Hyper-V and also an MCSA Linux on Azure? Yes/No A: Yes Q 32. Many of the services can be merged into a single cumulative service. For ex. MCSA Windows server 2012 @1200 hours, MCSE Server Infrastructure@ 750 Hours. MCSA Windows server 2016@ 600 hours can be merged into one Wintel service. Similar case with Cloud Services, Network, Security, Database admin services. Would this be acceptable to Cleveland Water? A: Complete the fee tables as instructed. Q 33. What is the primary objective of this RFP initiative? - Cost reduction or Staff augmentation to support additional work? A: Per Addendum No. 2 question #4. Q 34. Please clarify your conditions on "Northern Ireland Fair Employment Practices Disclosure"? Is this a mandatory requirement? Can you please provide pointers to how to achieve the disclosure? A: This is a mandatory requirement; please follow the instructions on the form. Q 35. The Role of Helpdesk specialist for 24x7x365 is a service and not an Individual Role? This is in addition to the Services hours? Mentioned "Table 1 – Fee Proposal Template for 3 Years of Services ". Please confirm if our understanding is correct? A: Fee Table 1 lists hours for the individual Helpdesk Specialist. It is the option of the proposer to use the discretionary role line to list additional persons or services. Q 36. Please clarify that the estimated hours of services - is it cumulative for 3 Years? A: Per Addendum No. 5 question #16. Q 37. Infrastructure Services: For the various roles mentioned - Please clarify what is the support level required? Level-1 (Entry Level) and Level-2 (Intermediate level) or Level-3 support level (Advanced level) A: All levels may be required.



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Q 38. Would you explain on the kind of support on Remote Sensing? What product is currently in use? A: No support required for remote sensing products. The city currently utilizes imagery obtained through county and state contracts. Q 39. GIS: Pl provide details on the products currently in use for GPS and others; and kind of compilation being carried out A: We have several Trimble handheld units, all sub meter. We do not currently have an active GPS project. Q 40. GIS: Would you provide further details on the data conversion - current data format, desired format? What kind of support is desired in field data collection? A: Conversion generally refers to the conversion of source records (e.g. as-build drawings) Q 41. GIS: Would you share a background on the current GIS-IT landscape and desired (To be) IT landscape A: We have a full enterprise system in place and will be migrating from oracle to sql server geodatabases in 2018. Q 42. GIS: Does AVL stand for Automated Vehicle Locating? Pl confirm. Would you provide details on the overall technical solution in place? A: Yes. It’s a hosted solution. Q 43. Which version of CC&B is being used?

A: 2.4.3 Q 44. CC&B: How many customers are being served?

A: Approx. 450,000 – CWD, 120,000 – WPC, and 280,000 – NEORSD. Q 45. CC&B: Please share the details of existing database version

A: Oracle 11g/12c



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Q 46. CC&B: With reference to the point mentioned in the RFP "Letter Bill design and development", Can you please share the details of current Reporting solution

A: The current reporting system is a combination of custom SQL and Crystal Reports Q 47. CC&B: Please share the list of existing interfaces that are being used.

A: Shell scripting / SOA / CC&B Q 48. CC&B: Can you please share the list processes and new services that needs to be implemented in the existing Billing system

A: TBD Q 49. CC&B: With reference to the point mentioned in the RFP "Interface design and development”, Can you please share the list of Interfaces that needs to be developed. A: Information will be provided upon contract award. Q 50. How many Applications are currently directly dependent on CC&B? A: Information will be provided upon contract award. Q 51. Banner: How many accounts are billed from Banner? What is the version of banner application currently used?

A: All CPP billing is done in Banner the current version is 2.2.3. About 95,000 customers per month. Q 52. Microsoft: What are the Microsoft Business Reporting products/tools used in CWD A: Microsoft SQL Server 2005 through 2016 Q 53. Microsoft: What are the Microsoft integration products/tools used in CWD. A: See answer to question 52 Q 54. Microsoft: What kind of affinity does CWD have with regarding to Cloud hosting, Azure or AWS?

A: See answer to question 24



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Q 55. Microsoft: Does CWD have any roadmap regarding cloudification of their own premise infrastructure or what part of the infrastructure needs to be cloudified

A: See answer to 54 Q 56. Business Intelligence Support and development: Can you provide us the current system architecture?

A: TBD Q 57. Business Intelligence Support and development: What are the sources of data?

A: TBD Q 58. Business Intelligence Support and development: What is the number of Reports and Dashboards that are to be developed and what is their complexity?

A: TBD Q 59. Business Intelligence Support and development: Which version of Excelsius is currently in use?

A: TBD Q 60. Business Intelligence Support and development: What is the support ticket count for the technologies is use? A: TBD Q 61. Database: What is the support ticket count for the technologies is use? A: This is not the scope of this RFP. Q 62. Can you give any indication of how much work (by group if possible) is expected to be for Water (CWD) and Sewer (WPC) vs. for CPP or in other areas of DPU? A: Fees Tables list projected hours for three years of service, the divisions’ are included in these tables. Q 63. Certifications- So many of the positions have Certification requirements. In our experience often for many of the positions, the people who have 7, 10, 20 years’ experience and great level of skills do not bother with Certifications. Can the certification be offset by real-life



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hands on experience and expertise? (We understand that for comparison purposes you want some type of standardization.) A: Per Addendum No. 3 question #13. Q 64. In the table for Group 4 under Banner Customer System Support - most of the positions listed are Oracle? Can you please clarify what you would like to see?

▪ Project Manager ▪ Oracle Utilities Customer Care Specialist ▪ Oracle Billing 2 Implementation Specialist ▪ Oracle Utilities SmartGrid Gateway 2 Specialist ▪ Oracle Advanced Metering Infrastructure Implementation Specialist ▪ Microsoft Dynamics Specialist

A: Complete Fee Table 4 Q 65. Is the use of the Banner ERP acceptable or must it be within Utilities? (For example some of our people who have Banner but it may be outside of Utilities)

Banner Customer System Support The selected Consultant(s) will be responsible for having the ability to provide any of the following services related to the Banner Customer system under this Contract(s): ▪ Data clean up and scrubbing. ▪ Business process, system reviews, system assessments and recommendations. ▪ Provide Banner Utility Customer system support. ▪ Provide Banner Utility Customer system upgrade support. ▪ MS Dynamics CRM to manage the sales effort of the CPP division.

A: Per Addendum No. 3 question #13. Q 66. Can we present people who have the Skills that match the type of Services in the SOW on a more generic level (than may be in the Group Tables)? For example, we have a person who has led Data Quality, Cleansing, and Data Governance and been the Data Migration lead on numerous projects with a variety of tools (each customer has had their own combination of languages and tools. (For example, one had mainframe, spreadsheets, Oracle and SQL Server, another had Powerbuilder and used Oracle Warehouse Builder and custom PL/SQL, yet another used Oracle Forms. Our lead, having a strong technical background and an understanding of the role, was able to quickly step in to work with whatever tools/applications were applicable at each customer. A: Per Addendum No. 3 question #13. Q 67. May we add a subcontractor at a later time if we feel it will be helpful to the program?



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A: Yes subject to approval. Q 68. When an area seems to have more detail in the SOW than represented in the Tables are we permitted to provide additional lines in the Fee Proposal Templates – or should we just note that we can provide resourced at various levels. (A report writer could be different that someone who deals with system architecture) A: Per Addendum No. 3 question #13. Q 69. Accela & Cityworks Application and Platform Support Provide support for Accela and Cityworks platforms and modules (e.g. Automation, Citizen’s Access, Accela GIS, Accela Mobile, Document Review, and Document Storage). ▪ Supplement staff to provide Accela system technology and business services. ▪ System programming (GovXML, Java, .NET, C#, VB, HTML, REST, SOAP). ▪ Multi-tier architecture HA and DR design, configuration and support ▪ Accela Report Writer (ARW), Crystal Reports and SQL Reporting configuration and

migration. ▪ Accela and Cityworks; API and systems integrations and technical support. ▪ Accela and Cityworks; Training, documentation, system testing, data cleansing ▪ Accela and Cityworks: System Design; Implementation Services But the table only shows two lines? Cityworks Application Administrator Accela Application Administrator A: Use the discretionary role on the fee table. Q 70. It is our understanding that the rates we provide should be the maximum. We can note this and if we are willing to negotiate (down) at the task order. Correct? A: Per Addendum No. 3 question #66. Q 71. I am not sure whether you want just the names and contact information or whether you are asking us to ask our reference to provide full referrals? Is this info sufficient for the proposal? A: Yes, but include contact name and contact information as well for us to verify after submission of proposal. In response to question 50 of Addendum No. 3 50. Q: Is there a City of CLE/Dept. of Public Utilities-specific vendor used for background/drug testing, or can the vendor utilize its own identified processes? Is a background check required annually? If there is a specific vendor, what is the cost per test? Should funding for background



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checks be included in our overall cost or billed back separately? A: There are six separate fee tables which refer to the scope of services groups. The Consultant may propose on one or more fee tables. Within each fee table the consultant may propose on all roles or additional ones. The following should be used as the basis for developing the fee proposal:

The hourly rate will remain consistent for the duration of the contract. Actual roles and rates will be negotiated during the contract negotiation phase. Consultants may assign additional discretionary roles and rates with estimated hours to fee

tables when deemed appropriate for bid purposes.

DPU does not require a specific vendor but the Proposer must attach a separate breakdown of fees related to background checks to the Fee Tables

For each of the group fee proposals submitted, a separate set of OEO schedules will need to be filled out based on the subconsultants that would be used for the Scope of Services for that group. The goal would be 10% CSB for each fee table proposed. The intent is to award contracts for each group based on a budget for the three year term. The hours listed on the fee tables are for evaluation purposes. When the amount is determined for each group, a new set of OEO schedules will be required based on the amount to be awarded for each group. In response to question 55 of Addendum No. 3 55. Q: The description of roles in the “Role Descriptions” section do not seem to exactly correlate with the tasks within a group section. For instance, Group “3.2 IT Infrastructure Support” describes the need for assessment, redesign, implementation, etc. of SharePoint, Exchange, AD, and MS Server. But, the role descriptions for “Group 3 Infrastructure Services” are Cisco specific. How should rates, etc. for these types of roles be included? A: Group 3 Infrastructure Services - Role Descriptions Please add the following role descriptions and use the Addendum No. 5 – Table 3 – Fee Proposal Template that is attached. Microsoft Server Specialist: Support Server 2008R2, 2012R2 and 2016R2 for active directory,

exchange and sharepoint environments. Including configuration, updates, backups, redundancy and

networking.

Group 1 General Support Services

ADDENDUM NO. 5 - Table 1 – Fee Proposal Template

for 3 Years of Services

Role*

Hourly

Rate

(A)

**Estimated

Hours of

Services (B)

Total

(AxB=C)

System Support

MCSA Windows server 2012 1500

MCSE Cloud Platform and

Infrastructure

1500

MOS Expert 2016 1200

VM Cloud Management and

Animation Version 6 and 7

900

MCSE Server Infrastructure 750

MCSA Windows server 2016 600

Oracle Customer Experience Cloud

Implementation Specialist

300

MCSA Windows 10 300

VM Network Virtualization Version 6 300

VM Data Center Virtualization

Version 6

900

Oracle Cloud Certified


300

Microsoft Certified Business

Applications

300

MOS Master 2016 300

Web

VMware Desktop and Mobility

Version 6 and 7

1500

Microsoft Certified App Builder 1200

Oracle Linux Certified


900

MCSE Mobility 450

MCSA Solutions Developer 400

Oracle Certified Expert Java EE Web

Services Developer

400

Oracle Certified Expert Enterprise

Java Beans Developer

400

Oracle Certified Master Java EE

Enterprise Architect

400

MCSA Web Applications 400

Web Application Architect .NET 400

Oracle Certified Professional, Oracle

Linux System Administrator

300

Disaster Recovery and Business

Continuity Support

Certified Information Systems

Security Professional Architecture

900


Security Professional Management

300


Security Professional Engineering

300

Training/ Certification***

Other

Help Desk Specialist 300

Senior Software Engineer 300

Project Manager 600

discretionary role***

Total (sum C=D)

Reimbursable Allowance (E) $330,000.00

GRAND TOTAL (D+E)

Proposers

Signature:

Date

:

NOTE*: Role assignments are subject to change if deemed appropriate by DPU.

NOTE**: Estimated hours (B) per role are for bid purposes only.

NOTE***: Proposers submit rates (A) and estimated units (B) OR attach appropriate

role/service rates.

Group 3 Infrastructure Services

ADDENDUM NO. 5 - Table 3 – Fee Proposal Template

for 3 Years of Services

Role*

Hourly Rate

(A)

**Estimated

Hours of

Services (B)

Total

(AxB=C)

Cisco VoIP and Call Center Support

CCNP Collaboration 600

CCNA Data Center 600

CCNP Data Center 600

CCIE Data Center 600

CCNA Collaboration 300

CCIE Collaboration 200

IT Infrastructure Support

CCNP Network Security Engineer 1500

CCIE Senior Network Security Engineer 1500

CCNA Security Administrator 600

CCNA Network Security Support Engineer 600

CCNA Security 450

CCNA Wireless 450

CCNA Cybersecurity Operations 450

CCNA Cloud 450

CCNP Security 450

CCNP Routing & Switching 450

CCNP Wireless 450

CCNP Cybersecurity Operations 450

CCNP Cloud 450

CCNP Design 450

CCIE Security 450

CCIE Routing & Switching 450

CCIE Wireless 450

CCIE Cybersecurity Operations 450

CCIE Design 450

CCIE Cloud 450

CCNA Network Security Specialist 400

CCNA Routing & Switching 300

CCNA Industrial 300

CCNA Security Technician 300

MCSA Windows Server 450

MCSE Server Infrastructure 450

MCSE Messaging 450

MCSE Productivity Solutions Expert 450

MCSE SharePoint 450

Network (Storage Area Network)

Cisco and NetApp Implementation

Administration

600

Cisco and NetApp FlexPod Design 600


Proposers

Signature:

Date

:

NOTE*: Role assignments are subject to change if deemed appropriate by DPU.

NOTE**: Estimated hours per role are for bid purposes only.

NOTE***: Proposers submit rates (A) and estimated units (B) OR attach appropriate

role/service rates.

Other

Project Manager 1500


Total (sum C = D)

Reimbursable Allowance (E) $390,000.00

GRAND TOTAL (D + E)

Documents

CITY OF CLEVELAND DEPARTMENT OF PUBLIC UTILITIES … · CITY OF CLEVELAND – DEPARTMENT OF PUBLIC UTILITIES REQUEST FOR PROPOSAL - IT GENERAL SERVICES ADDENDUM No. 5 SEPTEMBER 12,