REQUEST FOR PROPOSAL (RFP) RFP No. 10015345-11-Z ...bids.centerdigitalgov.com/docs/2011/05/Bid_Document__566400864.pdf · REQUEST FOR PROPOSAL (RFP) RFP No. 10015345-11-Z Information

REQUEST FOR PROPOSAL (RFP) RFP No. 10015345-11-Z

Information Technology Services RFP Release Date: Friday, April 15, 2011 Date Written Questions/Comments Due: #1 – Initial Set: Tuesday, April 26, 2011 10:00 a.m. Pacific Time #2 – Final Set: Friday, May 13, 2011 10:00 a.m. Pacific Time

Mandatory Pre-Proposal Conference: Thursday, May 5, 2011 Community Concourse, Silver Room 10:00 a.m. Pacific Time 202 C Street San Diego, CA 92101 Proposal Closing: Thursday, June 2, 2011 On or before 11:00 a.m. Pacific Time to:

The City of San Diego Purchasing and Contracting Department 1200 Third Avenue, Suite 200 San Diego, CA 92101

Term of Contract: Five years with two (2) one (1) year options License(s) Required: N/A Contact Name and Information: Michael Winterberg (619) 533-6441 [Office] (619) 236-5904 [Fax] [email protected]

Purchasing and Contracting Department 1200 Third Avenue, Suite 200

San Diego, CA 92101

REQUEST FOR PROPOSAL INSTRUCTIONS

FOR

CITY OF SAN DIEGO for

INFORMATION TECHNOLOGY SERVICES April 14, 2011

April 14, 2011⎯Page i

Table of Contents 1.0 Introduction ........................................................................................ 1

1.1 City Overview ..................................................................................................... 2 1.1.1 Department of Information Technology Overview .................................................. 3 1.1.2 City Information Technology Staff ........................................................................ 5 1.1.3 City ERP Support Department .............................................................................. 5 1.2 Current IT Services Environment .......................................................................... 5 1.2.1 Current SDDPC IT Services Contract .................................................................... 7 1.2.2 Centralized SDDPC Data Center ........................................................................... 7 1.2.3 Decentralized City Data Centers & Server Rooms ................................................... 8 1.2.4 City WAN Environment ....................................................................................... 8 1.2.5 Voice Environment .............................................................................................. 9 1.2.6 Applications Environment .................................................................................. 10 1.2.7 Service Desk and Desktop Support Environment .................................................. 10 1.2.8 Current IT Services Environment Challenges and Opportunities ............................. 11 1.3 Future IT Environment Direction ........................................................................ 11 1.3.1 Data Center Environment ................................................................................... 11 1.3.2 Converged Data/Voice Network & VOIP Environment ......................................... 11 1.3.3 City & Department of IT Future Initiatives ........................................................... 12 1.4 IT Services Goals and Objectives ........................................................................ 12 1.5 Scope and Term of Services ................................................................................ 13 1.5.1 IT Services ....................................................................................................... 13 1.5.2 Changes in Scope of Services ............................................................................. 16 1.5.3 Term ................................................................................................................ 16 1.5.4 Location of Delivered Services ........................................................................... 17 1.5.5 Assets .............................................................................................................. 17 1.5.6 Existing Support Personnel ................................................................................. 17 1.6 Minimum Requirements to Qualify ..................................................................... 18 1.7 EOCP Requirements .......................................................................................... 18 1.7.1 Demonstrated Commitment to Equal Opportunity ................................................. 18 1.7.2 Use of Small Local Sub-Contractors .................................................................... 19 1.8 Use by Other Public Agencies ............................................................................. 19 1.9 Corporate Partnership Program ........................................................................... 19

April 14, 2011⎯Page ii

2.0 RFP Response Process and Instructions ............................................. 21 2.1 Point of Contact ................................................................................................ 21 2.2 RFP Process Timetable ...................................................................................... 21 2.3 Mandatory RFP Vendor Conference .................................................................... 23 2.4 RFP Package Clarification or Additional Information ............................................ 23 2.4.1 Vendor Questions .............................................................................................. 23 2.4.2 Ambiguity, Discrepancies, Omissions .................................................................. 23 2.4.3 RFP Addenda .................................................................................................... 24 2.5 Development of RFP Response: Vendor Response Format Requirements ................ 24 2.6 Submission of Proposals .................................................................................... 28

3.0 Proposal Evaluation and Selection Process ......................................... 32 3.1 Initial Administrative and Minimum Requirements Evaluation ............................... 32 3.2 First Round Evaluation ...................................................................................... 32 3.3 Vendor Presentations ......................................................................................... 32 3.4 Response Evaluation Guiding Principles .............................................................. 33 3.5 Finalist Phase .................................................................................................... 35

4.0 Protests ............................................................................................. 39 5.0 RFP Enclosures ................................................................................. 40 6.0 Disclaimer ......................................................................................... 41 List of Tables Table 1. RFP Process Timetable .................................................................................. 22

April 14, 2011⎯Page 1

1.0 Introduction The City is conducting this Request for Proposal (RFP) process to select a qualified Information Technology (IT) services Vendor(s) that meets the City’s IT services requirements. The Vendor(s) must have a proven record of accomplishment in delivering high quality IT services while maintaining high levels of customer satisfaction at market-based pricing levels. The scope of services (Service Areas) for this RFP is generally:

• Data Center Services • Data Network Services • Voice Network Services • Application Development & Maintenance Services • Service Desk (City option, starting in July 2013) • Desktop Support (City option, starting in July 2013)

Vendors may provide pricing for all Service Areas or individual pricing for the following Service Area groupings:

(1) Data Center Services (2) Voice Network Services & Data Network Services (3) Application Development & Maintenance Services (4) Service Desk Services (5) Desktop Support Services

Vendors’ individual Service Area grouping(s) pricing must be able to stand on its own, in the event that the City elects to choose multiple vendors for the different Service Areas grouping. The City may elect to choose one Vendor to provide all above-referenced services, or multiple Vendors. The RFP process shall be fair and comprehensive. The City has designed the proposal evaluation and selection process to ensure all proposers are evaluated thoroughly and fairly. This RFP package provides an overview of the City, the City’s IT services objectives, the scope of IT services sought, and provides instructions for the RFP response process. This document refers to documents contained in the RFP, including the Master Agreement for IT Services (also referred to as “MSA”), Statements of Work (SOWs) and other attachments that will form the final agreement between the City and the selected Vendor. The additional documents in the RFP package are available at: > ftp://ftp.sannet.gov/OUT/Purchasing-Contracting/10015345-11-Z


1.1 City Overview California's second largest city and the United States' eighth largest, the City of San Diego boasts a citywide population of just over 1.3 million city residents and more than 2.8 million residents countywide. Within its borders of 4,200 sq. miles, San Diego County encompasses eighteen (18) incorporated cities and numerous other charming neighborhoods and unincorporated communities, including downtown's historic Gaslamp Quarter, Little Italy, Coronado, La Jolla, Del Mar, Carlsbad, Escondido, La Mesa, Hillcrest, Barrio Logan, Chula Vista just to name a few. San Diego is renowned for its idyllic climate, seventy (70) miles of pristine beaches and a dazzling array of world-class family attractions. Popular attractions include the world-famous San Diego Zoo and San Diego Zoo Safari Park, Sea World San Diego and LEGOLAND California. San Diego offers an expansive variety of things to see and do, appealing to guests of all ages from around the world. In San Diego's East County, the terrain varies from gentle foothills to mile-high mountains and the historic mining town, Julian, down to the 600,000-acre Anza Borrego Desert State Park, offering nature-conscious visitors endless opportunities to hike, camp, fish, observe wildlife and much more. In San Diego's North County, the agricultural community produces quantities of flowers and magnificent produce. Wine growers are also making a mark by growing and harvesting quality grapes that become excellent wines, which are served at some of the most elegant restaurants and resorts in the region. Along the west, 70 miles of Pacific Ocean coastline not only supports year-round outdoor recreation, such as surfing, boating, sailing and swimming, but also important scientific research at the Scripps Institution of Oceanography. To the south, it's a whole different country, Mexico, featuring its own cultural offerings in various towns along the border and coastline, including Tijuana, Rosarito and Ensenada. San Diego's arts and culture and culinary arts are booming. The hottest, new culinary arts talents prepare award-winning meals throughout the regions 6,400 eating establishments. Balboa Park, the largest urban cultural park in the U.S., is home to fifteen (15) museums, numerous art galleries, beautiful gardens, the Tony Award-winning The Globe Theatres and the world-famous San Diego Zoo. San Diego County also features ninety-two (92) golf courses and a variety of exciting participatory and spectator sports, beachfront resorts and luxury spas, gaming, a dynamic downtown City of San Diego, annual special events and unique holiday offerings, multicultural festivals and celebrations, colorful neighborhoods and communities, a rich military history and much more.


1.1.1 Department of Information Technology Overview The Department of Information Technology is responsible for providing the City of San Diego's Information Technology strategic direction, policies, procedures, and standards. The Department coordinates or manages Citywide IT services and initiatives as outlined under Services. The mission is to "provide responsive and dependable delivery of Information Technology services to the City organization to support fiscally sound and effective government." The Department's goals are to (1) effectively manage the delivery of Citywide technology services; (2) guide technology decision-making to ensure consistency with the Citywide business direction; (3) ensure a skilled, responsive, and innovative workforce that keeps current with evolving business-critical technologies; and (4) provide high quality customer service.

Figure 1. Department of Information Technology Organization Chart

1.1.1.1 IT Operations & Security

This section of the department manages and oversees Citywide IT infrastructure and services, including the current Service Desk and Desktop Support Services contract with En Pointe Technologies, and also enterprise messaging services (Microsoft Exchange/Outlook), file/print services, network directory administration services (Microsoft Active Directory), and IT asset management. In addition, this


section manages and ensures the security and safety of the City's computing resources by creating, implementing, and enforcing IT security policies, procedures, and standards; performs random and planned system audits; educates City employees about cyber security (internal and external threats); and performs electronic discovery (eDiscovery) for California Public Records Act (CPRA) requests and in response to subpoenas, litigation or internal investigations. The department also provides general public information regarding Cyber Security Awareness and also sponsors the City's involvement in the annual National Cyber Security Awareness Month.

1.1.1.2 Governance & Strategic Planning This section of the department creates and implements Citywide IT policies, procedures, and standards; develops the Citywide IT Strategic Plan under the direction of City's IT Business Leadership Group and ensures IT strategies align with and support the City's business strategies and goals; creates and implements the department's annual Tactical Plan and ensures alignment with Citywide business goals; develops and manages agreements for IT services with SDDPC and other IT vendors; and manages internal controls for IT in the areas of system access and procurement of IT goods and services.

1.1.1.3 Citywide Technologies & Applications

This section of the department is responsible for managing and coordinating citywide business applications, such as Geographic Information Systems (GIS), Collaboration tools (Microsoft SharePoint), and enterprise document management systems, but excluding the City’s ERP system (see Section 1.1.3 below).

1.1.1.4 Web Services

This section of the department provides oversight and direction for the applications and tools used throughout the City to deliver Internet/Intranet services to City employees and the public; ensures vendor support and maintenance of the City's web server infrastructure; develops and implements Citywide policies and processes related to development and maintenance of the City's websites and web applications; ensures the City's websites meet requirements of Title II of the Americans with Disabilities Act (ADA) and federal guidelines related to section 508 of the Rehabilitation Act of 1973, as amended, and other best practices for usability and easy access to City government information and services; and provides citizen support and responds to citizen requests for information as it pertains to the City's public website.

1.1.1.5 Financial & Support Services This section of the department is responsible for coordinating and managing the development of the annual Citywide IT budget, jointly with the Financial


Management Department and the Office of the City Comptroller; negotiating service rates with SDDPC and other vendors; monitoring and managing ongoing Citywide IT service costs (actual expenses versus budget). In addition, this section provides the internal administrative support for the department, including payroll and clerical support.

1.1.1.6 Program / Project / Vendor / Contracts Management

This section of the department works in conjunction with the IT Business Leadership Group to manage the process for departments to submit requests for IT projects, including screening of business case justifications and cost/ROI data; managing the internal Department of IT review for Citywide IT infrastructure and standards, and project compliance with applicable IT policies and procedures. In addition, this section will have the responsibility for overseeing the new IT Managed Services contract(s).

1.1.2 City Information Technology Staff In addition to the Department of IT, the City also has IT staff physically located throughout several departments who support business applications and other IT processes. These distributed IT staff are responsible for developing technical requirements based on departmental business needs; developing and managing departmental IT budgets; creating and submitting requests for IT services through the Department of IT; defining and managing departmental IT projects; and also providing some Tier 2 technical support of their business applications. In some cases, where unique or proprietary business systems are used within a particular department, these IT staff may perform some system administration functions.

1.1.3 City ERP Support Department In addition to the Department of IT, there is a separate ERP Support Department which is responsible for managing and maintaining the operation of the City’s SAP system. This department includes both City and contract staff, with both a technical support team and functional/business support team, and the underlying systems infrastructure is part of SDDPC’s data center environment.

1.2 Current IT Services Environment Over the period from October 2010 through March 2011, the City created an “IT Services Sourcing Strategy” that covers the business and technical drivers and strategies for obtaining its IT services. The final sourcing strategy report was presented to and approved by the City Council on March 14, 2011. A copy of the report is available in PDF format at: http://www.sandiego.gov/it/pdf/110314sourcingstratreport.pdf.


The City has standardized on Hewlett-Packard (HP) brand business-class office computers and laptops, and currently operates these computer systems running Microsoft Windows XP Professional, Service Pack 3, and the Microsoft Office Suite 2007 for office productivity. This also includes Microsoft Project 2007 and Visio 2007. The City’s standard web browser is Microsoft Internet Explorer. Applications which support interaction with desktop productivity tools should support interoperability with the Microsoft Office Suite. The desktop/laptop software standards require that support be maintained for the current production release and the major release immediately prior to the current production release. The City’s standard network servers include HP systems running Microsoft Windows Server (v.2003 or v.2008), and Sun (Oracle) systems using Solaris (v.10) by Oracle. The standard network storage devices are from Network Appliance (NetApp). The standard web servers are Microsoft IIS (v.6) and Apache (v.2.2.3). For the virtual server hosting environment, the City standard is VMware ESX (v.3). The Network Operating System (NOS) standard requires that the NOS support cluster configurations with multiple physical servers with automatic failover should one server fail. Either active-active or active-passive configurations are acceptable. The NOS standard requires that support be maintained for the current production release of the NOS and the major release immediately prior to the current production release. The City standard for Relational Database Management Systems (RDBMS) includes Microsoft SQL Server and Oracle; with the preferred database being Microsoft SQL Server. The database standard requires that the RDBMS support cluster configurations with multiple physical servers with automatic failover should one server fail. Either active-active or active-passive configurations are acceptable. The DB standard requires support be maintained for the current production release of the RDBMS and the major release immediately prior to the current production release. Any proposed system solution must be “ADA compliant” by following the U.S. federal standards set forth in the “Electronic and Information Technology Accessibility Standards” (Section 508), found at: http://www.access-board.gov/sec508/standards.htm, and with the international standards set by the World Wide Web Consortium (W3C), found at: http://www.w3.org/WAI/guid-tech.html. It is highly desirable that proposing vendors provide a Voluntary Product Accessibility Template (VPAT) with their response, to assist the City in making preliminary assessments regarding Section 508 accessibility of their products and services. The VPAT template is provided by the Information Technology Industry Council at http://www.itic.org/index.php?submenu=Resources&src=gendocs&ref=vpat&category=resources#1194.22. The City will also require the selected Vendor to execute a management agreement with the California Law Enforcement Telecommunications System


(CLETS) and adhere to their policies and procedures throughout the term of the Agreement. CLETS provides law enforcement and criminal justice agencies access to various data bases and the ability to transmit and receive point-to-point administrative messages to other agencies within California or via the National Law Enforcement Telecommunications System (NLETS) to other states and Canada. Attached to this RFP, as Attachments M and N, are the CLETS Management Agreement and the CLETS Policies, Practices and Procedures. The follow sections provide information concerning the IT services that are in the scope of this RFP.

1.2.1 Current SDDPC IT Services Contract The City is currently receiving a number of IT services from the San Diego Data Processing Corporation (“SDDPC”), including data center, data network, applications maintenance & development, voice, security and business continuity services. The SDDPC is a public benefit, non-profit corporation which provides government information technology solutions. Originally established in 1979 by the City of San Diego and with the City as its sole Member, it has been the outsourced information technology arm of the City of San Diego, operating under an annual Service Level Agreement (SLA). The City and SDDPC executed a new Master Services Agreement (MSA) which was approved by the City Council and the Mayor on April 13, 2010, and is available on the City’s website at: http://www.sandiego.gov/it/pdf/100323msa.pdf. SDDPC now provides information systems and telecommunication services not only for numerous City departments, but also for the County & other local governmental agencies. Today, SDDPC has more than 200 employees and actively manages 150+ projects. Their systems include: Geographical Information Systems (GIS); Internet/Intranet/Extranet applications; multimedia law enforcement systems; water and wastewater systems; and Wide and Local Area Networking. The City desires to enter into a managed services contract(s) for the scope of services referenced in section 1.0 above, a significant portion of which the SDDPC currently provides to the City, as well as seeking a future environment of converged voice and data networks and VOIP solution.

1.2.2 Centralized SDDPC Data Center The City receives the majority of its data center services from the SDDPC’s centralized data center, which is located in the west central part of San Diego, CA. The facility has approximately 6,600 square feet of raised flooring, of which approximately 1,000 square feet is available. The facility has dual electrical circuits, 300KVA UPS and battery backup system, 500KW diesel emergency generator, along with fire suppression/smoke detection, and four 30 ton specialized A/C units and chillers. The facility has security access controls and CCTV monitoring.


In lieu of a physical walk-through of the SDDPC data center facility, the City has created a video walk-through (Windows Media Player format), available for viewing at: http://granicus.sandiego.gov/ASX.php?publish_id=1123&sn=granicus.sandiego.gov

Vendors should take note that some City departments (e.g., Police) will require that the selected vendor submit to and pass a California Department of Justice (DOJ) check involving the processes, procedures and security of their data center(s) that are providing services to the City, which can take up to one year. Vendors will only be able to provide data center services from their own data center(s) once the DOJ has completed their process and certified vendor’s data center facilities. Further details will be provided to the selected vendor.

1.2.3 Decentralized City Data Centers & Server Rooms The City also has 5 other smaller facilities located throughout the City, which house data center equipment and provide related services. Most of these decentralized data centers are located at City department locations, including Police, Fire/Rescue, Metropolitan Wastewater, Water, and Environmental Services. The size of these facilities varies, but is typically 1,200 – 1,700 square feet of raised flooring, with limited available capacity and some free rack space. Some locations have dual electric circuits and some have emergency power generators. All locations have UPS and battery backup of varying capacity, as well as fire suppression and smoke detection systems. Some facilities have security access controls and CCTV monitoring in place.

In addition, the City has a number of locations that each house a small number of servers on site (typically fewer than five servers per site). Some of these servers (e.g., mass spectrometer-related server at Utilities) must remain at their current locations, while others will be centralized moving forward.

1.2.4 City WAN Environment The City’s Wide Area Network (WAN), called “SANNET,” consists of a dual, redundant Gigabit Ethernet (GigE) backbone with three major hubs in west-central San Diego, downtown, and Kearny Mesa, and there are two primary internet access connections, one at 200Mbps and one at 100Mbps. SANNET utilizes both internal, private network segments and leased, commercial segments which are dedicated (not shared). The backbone network branches out to City facilities across six Opt-e-Man links ranging from 100Mbps to 500Mbps which connect to over 200 City sites located throughout the city and surrounding county areas. There are some primary network segments branching off the backbone that continue the GigE bandwidth. The WAN (and Local Area Networks) utilize Cisco routers and switches. In addition, there are some remote City sites that use leased DSL lines for network connections which feed back into SANNET. Network infrastructure within City facilities generally includes fiber


optic cable from the main distribution frame (MDF) room through the floor risers to the intermediate distribution frame (IDF) rooms on each floor. The City owns and uses several fiber optic cabling segments, either independently or in partnership with another organization (such as MTS – Metropolitan Transit System), throughout the metropolitan San Diego area, including major segments in the following locations (some of which may be under renovation or repair): 1. City Operations Building (COB), 1200 1st Avenue, to City Operations

facility at 20th Street & B Street 2. Park Avenue & C Street to Police Headquarters, 1400 Broadway 3. COB, 1200 1st Avenue, to SD County Central Jail, 1100 Front Street 4. COB, 1200 1st Avenue, to Barnett Avenue & Midway Drive 5. COB, 1200 1st Avenue, to Qualcomm Stadium (Mission Valley) 6. City Operations facility, 20th Street & B Street, to 54th Street & College

Grove Way The selected vendor will be required to submit to and pass a California Department of Justice (DOJ) check involving the processes, procedures and security of their network(s) that are providing services to the City Police Department. This portion of the network may be partitioned from the general, citywide network and dedicated solely to law enforcement use. In addition, the network architecture and security must comply with the requirements for approval by CLETS (refer to Attachments M and N). Further details will be provided to the selected vendor.

1.2.5 Voice Environment The City’s current internal voice network infrastructure is primarily a copper-based, analog network which includes approximately 37 PBX systems and switches (primarily NEC devices) at locations throughout the city, of which 24 are 3 years or more beyond ‘end of life’ based on manufacturer standards. Replacement parts are no longer available for at least 7 of those systems, and also for older desktop handsets (NEC Dterm II) for more than 20 sites (refer to Appendix 2D.1). The phone system utilizes PSTN technology and has internal 5-digit dialing capability across multiple area codes within San Diego. There are approximately 10,500 handsets related to the PBX systems, plus an additional 1,100 handsets related to approximately 100 key systems. The City has approximately 9,000 voicemail boxes using an Octel system, which also provides employees with the ability to check their voicemail messages over the internal intranet site with a web browser. Additional details about the voice network and systems will be made available to the finalist vendors. Due to the age of the existing voice network equipment, the City recognizes and hereby notifies the responding vendors that there is a strong potential for one or


more of these voice systems to fail prior to completion of the Transformation into the future, converged voice and data network. As such, vendors are required to provide details for their contingency plans to maintain operations of the Voice Communications Services (Schedule 2D) within the proposal response (Enclosure A – RFP Response Template, Section 4.4.1).

1.2.6 Applications Environment The City’s application environment is reflected in the description of the overall IT environment in section 1.2 above and as provided in Schedule 2E. More specific details will be provided to finalist vendors.

1.2.7 Service Desk and Desktop Support Environment En Pointe Technologies currently provides the City’s Service Desk and Desktop Support services. The City runs a standard Microsoft environment utilizing Windows XP SP3 as its standard desktop operating system. The City is currently using Microsoft Office and Outlook 2007 for its office productivity suite and email client. The City has recently migrated all of its users to Active Directory 2003 and its entire File and Print services are in a Clustered Microsoft Windows Server 2003 environment. The City’s Exchange backend infrastructure is Microsoft Exchange 2007. The current City standard software for the base image is as follows: 1. Microsoft Office 2007 2. Adobe 9.1.3 Reader 3. Symantec Corp Endpoint Protection Version 11.0.4000 4. Sun Java 1.4.1_01 5. Roxio Basic 7.1.0.183 6. Altiris Client 6.9 7. Vista Netview ( Mainframe Access) 8. SAP GUI 7.10 Some of the other products utilized throughout the City are:

1. Adobe Acrobat Standard & Professional v9.x for PDF creation 2. Microsoft Visio 2007 for charts and diagrams 3. Microsoft Project 2007 for non-engineering project tracking

The current service provider provides ITIL compliant Single Point of Contact Tier 1 Service Desk services for all Voice communication and IT related incident requests. Basic Service Desk services are currently provided twenty-four (24) hours per day, seven (7) days per week, including City holidays. For Desktop Support services, the current service provider utilizes a combination of onsite and remote desktop support solutions.


The current Desktop Support provider is currently providing Desktop Support services to all City departments, with the exception of Police and the City Attorney, which is currently serviced by City IT staff.

It is anticipated that the chosen Vendor will have Desktop Support responsibility for these departments as well as those for which En Pointe is currently providing such services.

1.2.8 Current IT Services Environment Challenges and Opportunities A primary concern is the age of the current PBX equipment, eliminating

obsolete and unsupported technologies, and the opportunity to create a new, converged voice/data network.

The City’s reliance on critical information systems has outpaced the performance of disaster recovery systems, and there is an opportunity to implement better system redundancy with faster fail-over and recovery.

The current data center location is not optimal and the City is seeking to ensure the safety and performance of its systems in one or more locations that provide high performance levels, as well as redundancy for business continuity and high availability.

While the Department of IT has been working to update the application portfolio, there is appears to be unnecessary duplication of certain classes of applications (e.g., billing systems) that can be consolidated, optimized, and integrated.

1.3 Future IT Environment Direction

1.3.1 Data Center Environment Due to limitations posed by the SDDPC data center facility, by July 1, 2013, the City’s data center operations shall be moved into a minimum Tier 3 (in accordance with the Uptime Institute’s definition) data center facility. However, the City would prefer to have its data center operations moved before such date. The City will arrange a walkthrough of the SDDPC data center in order for Vendors who are selected for the BAFO round to see the facility for proposal purposes (See Section 2.2 for the scheduled walkthrough date).

1.3.2 Converged Data/Voice Network & VOIP Environment The City expects vendors to propose the actual network architecture and infrastructure components that will comprise the future, converged voice and data network. At a minimum, the City anticipates this new network infrastructure will take advantage of current technologies to replace the outdated analog voice equipment with new digital systems that are fully integrated between different types of network traffic, including voice, data, video, and audio transmissions. The City also expects that the new converged network environment will be


engineered, built, and configured in such a way that the separate network service levels (e.g., voice and data) are not degraded from any existing levels, and that current technologies, when implemented, will actually improve overall network performance.

1.3.3 City & Department of IT Future Initiatives The following are future City and Department of IT initiatives, which may have an impact on the scope of services contemplated in this RFP: The City is continuing its implementation of additional SAP modules across

various business functions. In fiscal year 2013 (starting in July 2012), the City plans to consolidate various, disparate billing systems into the SAP environment, as well as enterprise asset management (EAM) work order systems, and also additional functions related to procurement and contracts management.

In the enterprise messaging and desktop environments, the City is planning to upgrade its Microsoft product line during the first quarter of calendar year 2012, to include SharePoint 2010, Windows 7 Professional, and Office 2010.

For its geographic information systems (GIS) platform, the City plans to upgrade its ESRI-based environment to ArcGIS 10.

The City’s police and fire computer-aided dispatch (CAD) systems are planned for upgrades over the next 18 to 24 months and will require new hardware and software that are compatible with the future, converged voice and data network services. The City will be looking to implement equipment and network redundancies for these two systems to provide fail-over capabilities.

The City will be opening a new Main Public Library in downtown San Diego in the second quarter of calendar year 2013, which has been designed with an internal passive optical network (fiber cabling) infrastructure to provide the public and City staff with high-speed, low cost network capabilities.

Various City departments conduct application and system upgrades and new implementations on a periodic basis; therefore, the vendor should anticipate other additional requirements to be identified on a fiscal year basis.

1.4 IT Services Goals and Objectives The City is seeking an IT services contractual relationship(s) with a qualified IT services Vendor(s) that will assist the City in achieving its business goals and objectives, as indicated below: The City wishes to address the following business drivers and achieve the following business goals and objectives related to the scope of this RFP:

Achieving cost reductions in IT services


Lowering the City’s security risks and ensuring compliance with City, State and federal regulations

Moving to industry standards where cost neutral (or where costs savings can be achieved)

Providing flexibility and scalable IT services to meet changing City IT demands, and IT, key function and business knowledge retention

Providing maximum staffing flexibility with qualified IT resources, a flexible fee structure, and a rate card the City can utilize to meet changing City demands

Provide IT resources with a high level of technical expertise for the in scope services

In order to achieve these primary business goals and objectives, the City’s IT services Vendor(s) must deliver services that support the following goals: Provide a base for City streamlined operations Implement industry standard practices, processes, tools, and approaches

that meet City requirements and lead to continual Vendor innovation and productivity improvements that are passed on through reduced fees over time

Provide key enhancement type services to augment the development and implementation of City technology and service strategies

Provide network transformation activities that will result in increased cost savings

Provide timely technology refresh and legacy system renewal where appropriate

Provide a structured governance model that will work in conjunction with the City’s established governance model (see Schedule 1 – Relationship Management)

Provide measurable value for the IT services being delivered, based on market pricing and industry standard service levels throughout the life of the relationship

Coordinate and interact with third parties as required to support City programs and to support end-to-end service delivery

1.5 Scope and Term of Services

1.5.1 IT Services The City is seeking the following set of mature IT services, which the Vendor(s) shall deliver based on industry standards (e.g., ISO 20000, ITIL/ITSM). The following sections provide an overview of the services sought. Note that certain exclusions will apply to services that are generally within the scope of this RFP


(e.g., City Attorney’s servers, the City’s Police and Fire dispatch systems, regional 3Cs (Communications, Command, and Control) network, and the City’s 911 phone system).

1.5.1.1 Data Center Services Data Center Services (see Schedule 2B), including:

o Server operations and administration o Storage and data management o Applications support o Database administration o Middleware administration o Storage administration o Remote access o Messaging o Disaster Recovery and Business Continuity o Security administration and management

1.5.1.2 Data Network Services Data Network Services (see Schedule 2C), including:

o Data network operations and administration o Network monitoring and reporting o Perimeter network security services including IPS/IDS o Firewall management, DMZ and Internet support

1.5.1.3 Voice Network Services Voice Network Services(see Schedule 2D), including:

o Premise phone services o Voice messaging services o Contact center services

1.5.1.4 Application Development and Maintenance Services Application Development and Maintenance Services (see Schedule 2E),

including: o Application strategy, planning and analysis o Application architecture and design o Application development, maintenance and enhancement services


o Programming, development and application configuration

1.5.1.5 Converged Data Network and Voice Communications Services Converged Data Network and Voice Communications Services (see

Schedule 2F), including: o Data network operations and administration o Network monitoring and reporting o Perimeter network security services including IPS/IDS

Firewall management, DMZ and Internet support o Premise phone services o Voice messaging services o Contact center services

1.5.1.6 Service Desk Services (Optional – July 2013) Service Desk Services (see Schedule 2G), including:

o Single point of contact for Incident and Problem Management tracking and escalation

o Service request and trouble ticket management o End User self help services o End user account administration support

1.5.1.7 Desktop Support Services (Optional – July 2013) Desktop Support Services (see Schedule 2H), including:

o Core Software Image Build and Deployment o Application Software Image Build and Deployment o Install, Moves, Adds, Changes and Disposals (IMACDs) o On-Site Technical Support o Warranty and Non-warranty Hardware Repair

1.5.1.8 IT Service Management and Lifecycle Services IT Service Management and Lifecycle Services are considered within the scope of each Service Area and consist of the following three categories of services: IT Life Cycle Service Delivery Service Support

These “cross functional” Services will ensure the Vendor supports all of the City IT environments and Service Areas with a common and consistent set of life


cycle Services and Services and processes based on the Information Technology Infrastructure Library (ITIL)/ IT Service Management (ITSM). All proposing Vendors, whether proposing on one or both of the Service Area scopes, must provide the services enumerated in Schedule 2A - IT Service Management and Lifecycle Services Statement of Work.

1.5.1.9 Relationship Management Services Relationship Management Services (see Schedule 1) establish key Vendor roles and the City/Vendor Governance committees to support a number of formal processes and procedures. Relationship Management Services will be a critical component of effectively and efficiently managing the City/Vendor relationship and agreement.

1.5.1.10 Transition (Transition of Services, Migration and Transformation) As described in Enclosure A, the Vendor shall submit a Transition of services, Migration and Transformation Plan outlining activities, project schedule, and the acceptance plan associated with migrating Services from the current state to the selected Vendor Services, and transforming the current voice and data network environment to a converged VOIP environment. This Transition of services, Migration and Transformation Plan shall include Vendor and City tasks, timelines, responsibilities, dependencies, major milestones, transition completion dates and deliverables, and acceptance procedures. The Vendor-developed proposed transition, migration and transformation plan will be further refined during contract negotiations and finalized before contract signing. Transition of Services, Migration and Transformation Services required to meet objectives and requirements of the RFP shall NOT DISRUPT the City’s business processes (e.g., be invisible to City end users and customers). The selected Vendor shall accomplish transition of all Services included in this RFP within the transition period identified herein. The converged network and VOIP transformation must begin no later than two (2) months after execution of the Agreement with the selected Vendor.

1.5.2 Changes in Scope of Services During the RFP response period, the City reserves the right to change, add to, or delete, any part of this RFP. Additions, deletions, or modifications to the original RFP could result in RFP addenda, which will become an integral part of the RFP and Vendor response.

1.5.3 Term The City is seeking a term and Vendor pricing response for a term of five (5) years with two (2) one- (1) year options for a potential total of seven (7) years. The City is assuming a transition start date in the fourth quarter of calendar year 2011.


1.5.4 Location of Delivered Services The primary proposal must include all services being performed and all physical assets (e.g., data center equipment) located in the United States. If the Vendor believes that significant additional value and savings can be achieved by locating limited personnel outside the United States, the Vendor shall submit separate pricing (see Enclosure B – Pricing Workbook) with an indication of the savings achieved, provided such staff have no access to City data or end user data, and that no City physical assets are located outside the United States.

1.5.5 Assets The City will provide and retain ownership of data center assets (e.g., servers and software) during the term of the Agreement. The City may also provide and maintain ownership of existing data network assets (e.g., routers, switches, and related software) and voice network assets (e.g., PBXs and associated software); however, the City may seek to transfer ownership of such assets to the Vendor prior to the transformation into the future converged data and voice network. For the future state converged data network and voice environment, the Vendor will own all hardware and software assets, including end user devices (e.g., handsets), except where desktop or laptop computers are used as the telecommunications device (e.g., PC-phone). The City will be responsible for procurement of any future data center assets needed for service delivery (including refreshed assets), with asset ownership as stated above. The City shall retain the option of purchasing Vendor assets at the expiration or termination of the Agreement.

1.5.6 Existing Support Personnel Approximately 25-35 resources from the current service provider (SDDPC) have been identified as Key/Critical Personnel, with lengthy and deep knowledge of the City department business processes and systems. To ensure continuity of service, the City will require the selected Vendor(s) to offer employment to the Key/Critical Personnel that are identified in Schedule 1 - Relationship Management. The specific personnel will be subject to due diligence by the Vendor and as confirmed by the City.

1.5.6.1 Existing IT Services Staffing

The majority of the in scope services under this RFP are provided by the SDDPC and En Pointe Technologies (Service Desk and Desktop Support). The SDDPC has approximately 244 staff members, of which approximately 80%-90% supports the City.


En Pointe has approximately 13 people supporting the Service Desk and 5 people providing Desktop Support.

1.6 Minimum Requirements to Qualify The Vendor must meet the following minimum qualifications before the City can evaluate the Vendor’s proposal:

1. Proposed Vendor facilities providing services to the City are all located

within the United States or its territories and shall be staffed by U.S.-located resources for the primary proposal. If Vendor provides an alternate proposal, the same requirement applies, with the exception of remote monitoring activities, which may be provided outside of the United States, provided that such staff have no access to City data or end user data.

2. The Vendor must have entered into at least three (3) IT Outsourcing

Services contracts within the last five (5) years, at least two of which was a U.S. public sector contract, where each of the following is true: • The average annual contract value of at least one of the three contracts

was at least $10,000,000 • Each contract included the provision of at least one of the applicable

Service Area services that the Vendor is proposing on • Each contract must be listed as a reference account, and included as

references in the Response Template, Section 2.3.2

3. Vendor’s average gross annual revenue in IT Outsourcing Services over the last three fiscal years is in excess of $40 million per year.

4. The Vendor must be willing to act as the prime contractor, if subcontractors

are required to provide in scope services.

1.7 EOCP Requirements

1.7.1 Demonstrated Commitment to Equal Opportunity The City seeks to foster a business climate of inclusion and to eliminate barriers to inclusion. The level of compliance with this subsection is worth a maximum of 13 points in the proposal evaluation process. In accordance with the City’s Equal Opportunity Commitment Program (EOCP), the City will consider the four factors described in Section V of Enclosure E.2– City Equal Opportunity Contracting Program (EOCP) Requirements as part of the evaluation process. Points awarded based on Vendors’ demonstrated commitment to equal opportunity will be in addition to any points awarded for Small Local Business Enterprise (SLBE) or Emerging Local Business


Enterprise (ELBE) participation as described in Section IV of Enclosure E.2– City Equal Opportunity Contracting Program (EOCP) Requirements See Section VI of Enclosure E.2– City Equal Opportunity Contracting Program (EOCP) Requirements for descriptions and definitions related to the acronyms used to designate the various enterprises related to equal opportunity and small business enterprises. See Section VIII of Enclosure E.2– City Equal Opportunity Contracting Program (EOCP) Requirements for EOC – accepted certification agencies along with certifiable groups.

1.7.2 Use of Small Local Sub-Contractors The City has adopted a Small Local Business Enterprise (SLBE) program (including ELBE) for consultant contracts. SLBE program requirements for consultant contracts are set forth in City Council Policy 100-10. For proposals ranking as qualified or acceptable, or any higher ranking, the City shall apply a maximum of 12 additional points for SLBE or ELBE participation. Points will be awarded as follows:

a. 20% participation – 5 points b. 25% participation – 10 points c. SLBE or ELBE as prime contractor – 12 points

1.8 Use by Other Public Agencies The City declares that other public agencies as defined by California Government Code §6500 are considered to be Eligible Customers and may choose to use this contract and associated pricing (see Enclosure C - Master Agreement for IT Services, section 11.1.2).

1.9 Corporate Partnership Program Vendors should be aware that the City has a Corporate Partnership Program (CPP). The CPP seeks opportunities for the City to generate revenue from marketing partnerships with the corporate community. Vendors responding to this RFP are encouraged to refer to the City’s website for details about the CPP (at http://www.sandiego.gov/corporatepartnership/).

EVALUATION CONSIDERATIONS Each proposal in response to this RFP will be evaluated based on its individual merits only based on the evaluation criteria for this RFP. The CPP process has no bearing on the evaluation for selection under this RFP. After the completion of the RFP process and selection of an IT services provider(s), then the CPP may commence the process for its Marketing Partnership Agreement.


STATEMENT OF INTEREST If you are interested in discussing the potential for a Marketing Partnership with the City, you should so indicate as part of your proposal to this RFP (see Enclosure A - RFP Response Template, section 2.7.10). Your Statement of Interest is an indication that you are interested in meeting with representatives of the City to discuss the potential for a Marketing Partnership with the City and does not bind or obligate you nor the City to enter into a partnership.

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2.0 RFP Response Process and Instructions Vendors may provide pricing for all Service Areas or individual pricing for the following Service Area groupings:

(1) Data Center Services (2) Voice Network Services & Data Network Services (3) Application Development & Maintenance Services (4) Service Desk Services (5) Desktop Support Services

Vendors’ individual Service Area grouping(s) pricing must be able to stand on its own, in the event that the City elects to choose multiple vendors for the different Service Area grouping. The following describes the process and requirements that the Vendor shall follow throughout the RFP response process.

2.1 Point of Contact All substantive communications with the City must be in writing and must be directed to the City single Point of Contact (POC) for this RFP at the following email address: Michael Winterberg [email protected] All Vendors who are considering submitting a proposal are prohibited from having any communication concerning the RFP with any City employee (other than the designated POC), any City of San Diego Council Member, the Mayor, or any Evaluation Committee Member, after issuance of the RFP, and prior to the Contract being awarded, with the exception of communications with the contact person listed on the cover page of this RFP, or designee, in the Purchasing & Contracting Department. A proposal from any Vendor will be disqualified when the Vendor violates this condition of the RFP. The City will inform all Vendors of its intent to award a contract in writing.

2.2 RFP Process Timetable The RFP response process and estimated timetable is as follows:


Table 1. RFP Process Timetable

City IT Services RFP Events Target Dates And Times

City release of RFP to Vendors April 15, 2011 Initial written questions for RFP Vendor conference due from Vendors to POC

April 26, 2011

RFP mandatory Vendor conference: The City of San Diego Community Concourse, Silver Room 202 C Street San Diego, CA 92101

May 5, 2011 10:00 a.m. Pacific Time

City release of answers to initial Vendor questions May 10, 2011 Final written Vendor questions due to POC Note: This is the due date for questions City can ensure a response before the due date.

May 13, 2011 10:00 a.m. Pacific Time

City release of answers to final Vendor questions May 19, 2011 Proposal due to the City – 10 hard copies (including 1 signed original “wet” signature) and 10 CDs or thumb drives:

The City of San Diego Purchasing and Contracting Department 1200 Third Avenue, Suite 200 San Diego, CA 92101 Attention: Michael Winterberg

June 2, 2011 11:00 a.m. Pacific Time

City initial check of Vendor qualifications and administrative requirements

June 3 – June 8, 2011

City down selection of Vendors for Vendor presentations June 27, 2011 Vendor presentations July 12 – July 14, 2011 City down selection to finalist Vendors (for BAFO) July 19, 2011 City due diligence (e.g., site visits, reference checks) July 19 – July 29, 2011 Proposal clarification sessions with Vendors July 19 – July 29, 2011 SDDPC Data Center Walkthrough July 26 – July 28, 2011 City release of best and final offer (BAFO) instructions along with Vendor Finalist NDAs to sign

August 1, 2011

BAFO proposal due to the City – Same submittal quantities and location per initial proposal instructions above

August 15, 2011

City down selection to preferred Vendor(s) August 24, 2011 Vendor due diligence August 24 – September 29, 2011 Begin contract negotiations August 31, 2011 Issue Notice of Apparent Successful Vendor(s) September / October 2011 Sign contract(s) and begin transition November / December 2011


2.3 Mandatory RFP Vendor Conference The mandatory RFP Vendor conference will give the Vendors the opportunity to gain further understanding of the RFP requirements prior to response submission. Proposals will not be accepted from firms who do not attend this mandatory conference. The Conference agenda will include the following: Review of the RFP Provide answers to written Vendor questions previously submitted Address new Vendor questions

The RFP Vendor conference will be held on the date and time shown in Section 2.2. Any questions regarding this conference must be directed to the City POC designated in section 2.1.

2.4 RFP Package Clarification or Additional Information

2.4.1 Vendor Questions Vendor questions regarding this RFP or process shall be documented and sent to the POC identified in Section 2.1. Answers to initial written inquiries will be reviewed at the RFP Vendor conference, distributed in writing, and shall not identify the Vendor who made the inquiry. Initial and final written questions are due to the POC by the dates and times specified in Section 2.2. Any written or verbal statements regarding this RFP by any person other than the POC prior to the award will be deemed unauthorized and may not be relied upon, except for such statements made in the authorized RFP Vendor conference, which shall be followed up by the City with an official RFP addendum. Following the RFP Vendor conference, the Vendor will have the opportunity to submit additional questions, as expeditiously as possible. Vendor may NOT submit any question that it identifies as "confidential" or “proprietary”. The City will not respond to any such questions. All requests for additional information or clarification of information in this RFP shall be submitted via e-mail to the POC using the form provided in Enclosure E.1.

2.4.2 Ambiguity, Discrepancies, Omissions If a Vendor submitting a proposal discovers any ambiguity, conflict, discrepancy, omission, or other error in this RFP package, the Vendor shall immediately provide the City with written notice of the problem to the POC and request that the RFP be clarified or modified. Without disclosing the source of the request, the City may modify the RFP package prior to the proposal due date by posting the addendum to the public City website. If, prior to the date fixed for submission of proposals a Vendor submitting a proposal knows of or should have known of an error in the RFP package but fails


to notify the City of the error, the Vendor shall propose at its own risk. If the Vendor is awarded the contract, the Vendor shall not be entitled to additional compensation or time because of the error or its later correction.

2.4.3 RFP Addenda The City may modify the RFP documents prior to the proposal due date through RFP addenda. If any Vendor determines that an addendum unnecessarily restricts its ability to provide a proposal, it must notify the POC no later than one day following the receipt of the addendum. The City will post RFP addenda to the City’s public Website. It is the Vendor’s responsibility to check the City’s public Website for RFP addenda or other communications. Failure to respond to any addenda issued may render a proposal invalid and result in its rejection. The City recommends Vendors check the City’s public Website on a daily basis at a minimum.

2.5 Development of RFP Response: Vendor Response Format Requirements

2.5.1 Mandatory Use of the RFP Response Template To facilitate a timely and comprehensive evaluation of all submitted materials, Vendor shall submit its RFP response using the format defined in Enclosure A (Microsoft Word file) for the technical and business response and Enclosure B (Microsoft Excel file) for the pricing response. Vendor response must be prepared simply and economically in strict accordance with the format and instructional requirements of this RFP. Vendor response should include a concise description of the company’s background with a concise delineation of the company’s capabilities to satisfy Service Area solution and service requirements, with emphasis on completeness and clarity of content. Elaborate bindings, displays, and promotional material are neither required nor desired unless they add substance to the company’s response. The response must be complete, and where information is omitted, the City reserves the right to treat that response as non-responsive. Any deviation from this format may lead to the rejection of the response. Alternative responses, if offered, are to be prepared using the same format and will be considered as part of the evaluation process. Any deviation from requirements, or requirements that cannot be satisfied by the Vendor, must be clearly identified in the appropriate tables in Enclosure A. Responses shall include a statement from the Vendor indicating that the Vendor understands the requirements of the RFP, RFP enclosures, and accepts the terms and conditions under which this RFP was issued to Vendor. All pages and sections in the response must be clearly numbered or referenced.


2.5.2 Response to the City Contract Documents The Master Agreement for IT Services, Statements of Work (SOWs) and other key contract documents are provided in Adobe PDF format as part of the RFP (see Enclosures C and D with related schedules and appendices). Vendor must respond to these documents, including the Master Agreement for IT Services and SOWs in Enclosure A, in accordance with the procedures and format set forth below. The City will only review issues raised on the "Issues Lists". Response to the contract documents must be consistent with the following example provided for the Master Agreement for IT Services response:

1. Issues List – A detailed paragraph-by-paragraph, contract clause-by-

contract clause description of any issues or concerns that Vendor may have with the Master Agreement for IT Services (“Issues List”). If Vendor objects to a particular paragraph or clause, then Vendor will need to further describe, in business terms and not in proposed language, the nature of its concern and what terms Vendor is willing to accept. The Issues List shall provide the reason or rationale supporting the item of concern and/or counter response. Simply stating that a paragraph is "Not Acceptable" or proposing alternative contract terms without describing in business language the reason or rationale may be considered non-responsive. If Vendor does not identify specific concerns with a particular paragraph or contract clause, the City will consider the paragraph and/or clause acceptable. Vendor shall also provide a description of the business benefit to the City for the proposed language changes. The samples below illustrate both acceptable and non-acceptable forms of responses. The format labeled "Acceptable" should be followed in Vendor’s response. Responses that reflect or contain content that mirror the non-acceptable samples may be considered non-responsive be reviewed by the City. The Issues List is to be provided to the City in Enclosure A, in Microsoft Word format.

2. Redlined Documents Will Not Be Accepted – Do not provide a

redlined Agreement, paragraph or clauses back to the City. Redlined text would only require the City to make potentially inaccurate assumptions about what Vendor’s specific issues or concerns might be. Redlined text will not be reviewed by the City.

3. No Standard Vendor Form Contracts – Do not provide a copy of the

Vendor’s standard contract or SOWs to the City. The City will be using the enclosed Master Agreement for IT Services and SOWs in negotiations with the Vendor, and the City's legal counsel will be making all agreed upon revisions to these documents.


ISSUES LIST – SAMPLE FORM OF ACCEPTABLE VENDOR RESPONSE ITEM #

REFERENCE #

ISSUE VENDOR PROPOSED SOLUTION/RATIONALE AND BENEFITS OF PROPOSED SOLUTION TO THE CITY

1 Section 20.11 Governing law – California

Vendor proposes using New York law as the applicable State law.

Rationale: New York is the location of company's headquarters.

Benefit to the City: Reduced overhead costs passed on to the City

UNACCEPTABLE FORM OF VENDOR RESPONSE ITEM #

REFERENCE #

ISSUE VENDOR PROPOSED SOLUTION/RATIONALE AND BENEFITS OF PROPOSED SOLUTION TO THE CITY

1 Section 20.11 Governing Law - California

14.13 Governing Law; Exclusive Jurisdiction. This Agreement shall in all respects be interpreted under, and governed by, the internal laws of the State of California New York including, without limitation, as to validity, interpretation and effect, without giving effect to California’s New York’s conflicts of laws principles.

REASONS WHY FORM IS NOT ACCEPTABLE: 1. Redlined response 2. Replacement paragraph response (belongs in redline) 3. No business discussion on why Section 20.11 is not acceptable 4. No reason or rationale of the concern is provided 5. No benefit to the City noted

2.5.3 Response to the SOWs and Other Contract Documents The Vendor shall respond to the SOWs and other contract documents provided in Enclosure D, according to the same procedures and format set forth in the Master Agreement for IT Services response example above. Redlined copies of other RFP documents are not required or requested.

2.5.4 Mandatory Use of the Pricing Format Template The Vendor shall provide complete pricing for the set of Services as described in the enclosures to this RFP. This pricing is all-inclusive for the specified Services to be provided under this RFP for the projected Baseline volumes as presented in Enclosure D and Enclosure B to this RFP. The pricing spreadsheet


methodology is based on the pricing and charges requirements contained in Schedule 3 – Fees. Fees for the Services described in Enclosure D, Schedule 2A – IT Service Management and Life Cycle Services shall be included as an inherent component to be provided in support of the sets of the Service Area Services described in this RFP and thus included in Service Area resource unit pricing. A detailed pricing response template is provided in Enclosure B in the form of a Microsoft Excel workbook. The template includes individual detailed fee worksheets that Vendor is required to complete, including ongoing resource consumption charges and other applicable fees. The pricing template includes a fee summary sheet that provides roll-up pricing for all contract years. Vendor pricing response shall include pricing for the Service Area scope(s) on which it is proposing. Vendor shall provide pricing consistent with the following: Apply the pricing and fee requirements as described in Schedule 3 – Fees,

in connection with the Service Area scope(s) that Vendor is proposing on Enclosure D requests Resource Unit pricing for services only. As applicable,

Vendor shall provide best pricing for hardware and will invoice the City hardware as monthly pass through charges

Clearly identify and explain all of the assumptions made, upon which pricing is predicated, including the cost/pricing impact if the assumption turns out not to be valid

State if any charge is subject to special conditions, and clearly specify those conditions and quantify their impact upon the charges

Identify any fixed or one-time charges that fall outside the service charges submitted in the pricing spreadsheet. For charges to be identified, the Vendor shall also identify when such charges will be due and any terms of payment

Express charges for later years of the contract in current dollars for evaluation purposes

As applicable, state what discount provisions will apply with respect to discounts for hardware purchases and/or leases procured through Vendor, prompt payment, or other discount mechanism(s) Vendor wishes to submit

Detail the costs for termination for convenience if applicable, and provide a Disentanglement Plan with associated costs

Provide a commitment to ongoing percentage cost reduction of service prices, reflecting annual improvement in cost and performance, based on factors such as projected workloads and productivity improvements

All prices shall remain valid for a period of 240 days from the date determined as the final acceptance date for responses


The City will furnish exemption certificates for Federal Excise Tax upon request. The City is liable for State, City, and County Sales Taxes. Do not include this tax in the proposed pricing; it will be added to the net amount invoiced.

2.5.5 Offshore Resource Option Vendor must submit a proposal where personnel are located completely within the United States. If the Vendor believes that the use of limited offshore personnel provides significant value and savings to the City, the Vendor must also submit a separate and distinct pricing option (using a fully completed second copy of Enclosure B) for such a solution, provided such staff have no access to City data or end user data, and that no City physical assets are located outside the United States.

2.5.6 Alternative Solutions In addition to submitting a fully responsive proposal, the Vendor is invited to propose alternative solutions it believes would better meet the City’s requirements. Alternative responses (such as additional services or enhanced level of services, beyond the scope of this RFP) may be submitted; however, each shall be separate and complete. Any alternatives shall be prepared using the same format specified in this RFP Enclosures A and B. The Vendor will assume full responsibility to demonstrate that the alternative will meet or exceed the City's requirements. Vendor will bear all costs required to obtain the City's acceptance of the alternative solutions(s). The City reserves all the same rights for alternatives as otherwise specified in this RFP. Any consideration given to such additional services will be entirely at the discretion of the City.

2.6 Submission of Proposals

2.6.1 Submission Requirements Vendor response to this RFP shall be delivered by the date specified in Section 2.2. All proposals must be signed with the firm name as indicated. A proposal by a corporation must be signed by a duly authorized officer, employee or agent, with his or her title. The representative signing on behalf of a corporation, partnership, sole proprietorship, joint venture or entity hereby declares that authority has been obtained to sign on behalf of the corporation, partnership, sole proprietorship, joint venture, or entity and agrees to hold the City harmless, if it is later determined that such authority does not exist. An original signature, in ink, is required. Copies and facsimiles are not acceptable. Vendor is required to submit original Vendor signed response. Response electronic copy, hard copies and CD copies are also to be submitted to the City in the quantities and at the locations and date shown in Section 2.2 above. The City prefers that hard copy responses be assembled in loose-leaf, three-whole punch binders with appropriate tabs for each section. The City prefers the


Vendors’ responses are not provided in glue-bound binders or in unusual binding methods making the binder difficult to remove, such as Kroy binding. Response shall be complete, in writing and with no pertinent information omitted. Response shall use and be organized according to the formats described in Enclosures A and B. Vendors must also complete and submit the required City forms, as indicated in section 2.7 of Enclosure A – Response Template. The Vendor's response to this RFP will constitute an offer to develop a contract based on the terms stated in this RFP. The City requests comprehensive, cost-effective, quality solutions that meet all of the requirements in this document. Response shall remain valid for a minimum of two hundred forty (240) days from the closing date and time for receipt of proposals. No proposal may be withdrawn after the submission date.

2.6.2 Acceptance and Rejection of Proposals

2.6.2.1 Acceptance All proposals properly completed and submitted shall be considered by The City of San Diego.

2.6.2.2 Rejection A proposal may be rejected if it does not conform to the rules or the requirements contained in this RFP. Examples for rejection include, but are not limited to the following:

The proposal is time-stamped at the Purchasing & Contracting Department after the deadline specified in the RFP

The proposal is time-stamped at the Purchasing and Contracting Department after the deadline specified in the RFP

Failure to execute and return the required forms

Failure to respond to all subsections within the RFP. All proposals that are materially unbalanced, (i.e., that contain unreasonably high unit prices for some items and/or unreasonably low unit prices for other items)

The Vendor warrants that: (1) this proposal is genuine and not a sham, collusive, or made in the interest of or on behalf of any person, firm or corporation not therein named; (2) the Vendor has not directly or indirectly induced or solicited any other Vendor to put in a sham proposal, or any other person, firm or corporation to refrain from submitting a proposal; and (3) the Vendor has not in any manner sought by collusion to secure any advantage over another Vendor. Proof of collusion among Vendors, shall result in all suspected proposals involved in the alleged collusive action being rejected, and any


participants to such collusion shall be barred from future procurement opportunities until reinstated

The proposal shows non-compliance with applicable laws or contains any unauthorized additions, deviations or deletions, is a conditional proposal, is an incomplete proposal, or contains irregularities of any kind which make the proposal incomplete, indefinite, or ambiguous as to its meaning

The Vendor adds provisions reserving the right to accept or reject an award or to enter into a contract pursuant to award or adds provisions contrary to those in the RFP

2.6.3 Ownership of Response Documentation Responses (and related materials), once submitted, become the property of the City. One copy of a submitted proposal will be retained for official files and become public record. Any information submitted in response this Request for Proposal is a public record subject to disclosure unless a specific exemption in the California Public Records Act applies. Vendor shall not submit a proposal that indicates that its entire proposal is confidential or proprietary. If a Vendor submits specific sections with information that is clearly marked confidential or proprietary, the City may protect such information and treat it with confidentiality only to the extent permitted by law. However, it will be the responsibility of the Vendor to provide to the City the specific legal grounds on which the City can rely in withholding information requested under the California Public Records Act, should the City choose to withhold such information. General references to sections of the California Public Records Act will not suffice. Rather, the Vendor must provide a specific and detailed legal basis, including applicable case law that clearly establishes the requested information is exempt from the disclosure requirements of the California Public Records Act. If the Vendor does not provide a specific and detailed legal basis for withholding the requested information within a time specified by the City, the City will release the information as required by the California Public Records Act and the Vendor will hold the City harmless for release of this information. It will be the Vendor’s obligation to defend, at Vendor’s expense, any legal actions or challenges seeking to obtain from the City any information requested under the California Public Records Act withheld by the City at the Vendor’s request. Furthermore, the Vendor shall indemnify the City and hold it harmless for any claim or liability, and defend any action brought against the City, resulting from the City’s refusal to release information requested under the Public Records Act withheld at Vendor’s request.


Nothing in this section creates any obligation for the City to notify the Vendor or obtain the Vendor’s approval or consent before releasing information subject to disclosure under the California Public Records Act. By submitting a proposal, Vendor acknowledges the terms and conditions set forth in this section regarding the submission of confidential or proprietary information. The City shall not be liable in any way for disclosure of any records related to this procurement, including proposals. By submitting a response, Vendor licenses the City to reproduce (within the City and to its advisers) the whole or any portion of Vendor’s response, notwithstanding any copyright or other intellectual property right.

2.6.4 Costs Incurred The City will not be responsible for any costs incurred by Vendor in the preparation of its response, due diligence or negotiation of an agreement whether or not finally awarded. Such response and business development costs shall not be included in the cost basis of services to be provided to the City.

2.6.5 Withdrawal and Resubmission/Modification of Proposals A Vendor may withdraw its proposal at any time prior to the deadline for submitting proposals by notifying the City in writing of its withdrawal. The notice must be signed by the Vendor. The Vendor may thereafter submit a new or modified proposal, provided that it is received at the City no later than the proposal due date and time listed in Section 2.2 of this RFP. Modifications offered in any other manner, oral or written, will not be considered. Proposals cannot be changed or withdrawn after the proposal due date and time listed in Section 2.2 of this RFP.

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3.0 Proposal Evaluation and Selection Process 3.1 Initial Administrative and Minimum Requirements Evaluation

The City proposal evaluation team, including the City Purchasing Director, will conduct an initial review of proposals for conformance to administrative requirements and the minimum qualification requirements described in Section 1.6. If a proposal fails to meet these requirements, the proposal may be rejected. Proposals that contain false or misleading statements may be rejected if in the City’s opinion the information was intended to mislead the City regarding a requirement of the RFP package.

3.2 First Round Evaluation The City proposal evaluation team will review in detail proposals that pass the initial administrative and minimum requirements evaluation. During this phase of the evaluation process, the City evaluation team will score each proposal using a hierarchical scoring model based on the evaluation guiding principles listed below. The City may require a Vendor's representative to answer questions with regard to the Vendor’s proposal. Failure of a Vendor to demonstrate that the claims made in its proposal are in fact true may be sufficient cause for deeming a proposal non-responsive. Proposals that contain false or misleading statements may be rejected if in the City’s opinion the information was intended to mislead the City regarding a requirement of the RFP package. Based on the first round proposal evaluation and scoring results, the City evaluation team shall down select the proposal pool for participation in Vendor presentations. The process will end here for Vendors not invited to participate in Vendor presentations. Vendors requesting a debriefing for the reason(s) for their non-selection will be required to wait until the issuance of the Notice of Apparent Successful Vendor.

3.3 Vendor Presentations Down selected Vendors will be required to present the RFP response to the City and other City representatives at the location, date and time specified in Section 2.2. The City strongly recommends that the presentation be limited to the proposed account team, as described in Schedule 1 – Relationship Management, including the Program Executive, Program Managers, Service Delivery Manager(s), Transition Manager, and other response participants such as the pricing response lead. Prior to the presentation, the City will provide an agenda to guide the presentation content.


Following Vendor presentations, the City evaluation team shall update its proposal evaluation and scoring and will select a group of finalists to continue in the selection process. The process will end here for Vendors not invited to participate as finalists.

3.4 Response Evaluation Guiding Principles Vendor responses will be evaluated based on criteria, including, but not limited to the following (note: order does not indicate relative importance):

3.4.1 The Vendor’s Ability to Deliver Services Qualifications and experience of the committed account team Ability and committed approach to meet City service and performance

requirements Vendor’s commitment and plan to deliver Services on time and on budget

(e.g., monitoring tools, reporting tools, development of supporting procedures)

The Vendor’s quality commitments, including service level requirements (SLRs) and remedies for failure to achieve SLRs

Vendor’s demonstrated capability and approach to support continuously changing environments

Vendor’s demonstrated ability to meet RFP requirements as described in the Vendor’s proposal responses (e.g., quality and relevance of references)

3.4.2 Content and Quality of Vendor’s Response Quality and background of committed account and delivery teams Responsiveness to the requirements and philosophy of this RFP, including

the degree to which the response completely provides the requested information in the specified format

Appropriateness and completeness of Vendor’s proposed Service Area solutions

The Vendor’s plan to provide continuous, measurable, and improving services

The Vendor’s Services transition plan, requirements, and related costs, with emphasis on avoiding any potential disruption or degradation of service during transition implementation

Vendor’s expectations and requirements of the City to successfully maintain a good relationship

3.4.3 Flexibility Offered by Vendor Level of Vendor acceptance of the City MSA terms and conditions, together

with the City Schedules and Appendices to the MSA


Alignment of Vendor’s methodologies and industry standard practices with City requirements

Flexibility of contractual arrangements from initiation and over the life of the contract

Future ability for the City to economically increase or decrease the volume of outsourced services

The Vendor’s commitment to extend cost saving benefits to the City that Vendor achieves from implementation of new technologies and/or business practices for delivery of the services described in this RFP

Renegotiation and termination rights

3.4.4 Solution Costs Commitment to maintain market pricing over the life of the contract through

benchmarking and other means The City total costs (Vendor fees plus costs to be retained by the City) for

the proposed solution in the short-term and over the contract period Commitment to support the City SLRs, as stated in this RFP, at costs

comparable to the marketplace Opportunity to reduce the City long-term costs as a result of leveraging

Vendor capabilities, thus reducing the City technology investment requirements without reducing service performance

In addition, and at its sole discretion, the City may determine and use any other relevant criteria.

3.4.5 RFP Scoring Criteria and Weighting The following are the categories and weightings that will be used to score qualified Vendor proposals in the preliminary and BAFO rounds of the procurement process: Round 1 Evaluation Scoring Criteria:

• Business (25%) o Vendor Compliance with RFP Process (2%) o Vendor Profile (8%) o Relationship Management & Vendor Staffing (7%) o EOCP (8%)

• Technical (29%) o ITSM & Lifecycle Services (7.5%) o Data Center Services (5.6%) o Voice, Data, and Converged Network (7.5%) o Service Desk and Desktop Support (1.9%) o Application Development and Maintenance Services (6.5%)

• Cost (29%)


o Data Center Services Price (5.8%) o Voice, Data, and Converged Network Price (7.7%) o Service Desk and Desktop Support Price (1.9%) o Application Development and Maintenance Services Price (6.8%) o Other Costs (e.g., Termination Fees, Transition Fees, Rate Card)

(6.8%) • Risk (17%)

o Contractual and Pricing Risk (9.4%) o Transition, Migration, and Transformation Risk (7.6%)

BAFO Round Scoring Criteria:

• Business (20%) o Vendor Compliance with RFP Process (1%) o Vendor Profile (5%) o Relationship Management & Vendor Staffing (5%) o EOCP (4%) o References – Business View (2%) o Site Visit - Business View (3%)

• Technical (25%) o ITSM & Lifecycle Services (5.1%) o Data Center Services (3.8%) o Voice, Data, and Converged Network (5.1%) o Service Desk and Desktop Support (1.3%) o Application Development and Maintenance Services (4.5%) o References – Technical View (2.6%) o Site Visit - Technical View (2.6%)

• Cost (35%) o Data Center Services Price (6.8%) o Voice, Data, and Converged Network Price (9.0%) o Service Desk and Desktop Support Price (2.3%) o Application Development and Maintenance Services Price (7.9%) o Other Costs (e.g., Termination Fees, Transition Fees, Rate Card)

(9.0%) • Risk (20%)

o Contractual and Pricing Risk (11.1%) o Transition, Migration, and Transformation Risk (8.9%)

3.5 Finalist Phase

3.5.1 Confidentiality Agreement All finalists will be required to execute a Confidentiality Agreement prior to receipt of the City’s Best and Final Offer (BAFO) package. Further, any third party who is given access to the confidential information must also have signed a Confidentiality Agreement with the City.


3.5.2 Vendor Reference Checks

For the finalists, the City’s evaluation team will contact Vendor customer references by telephone. In addition, the team may arrange to visit Vendor operating centers and/or customer sites to further confirm and evaluate the proposed solution.