Franklin County Sealed Solicitation
Title: IT Support Services
Deadline: 11/28/2023 2:00 PM (UTC-06:00) Central Time (US & Canada)
Status: Awarded
Solicitation Number: 202325
Description: Franklin County is soliciting a Request for Proposals from qualified Firms to provide Information Technology managed services.
Documents:
| Documents as of 10/26/2023 |
|---|
| RFP 202325 IT Support Services.pdf |
Addition 1
Posted: 11/8/2023
Type of Addition: Addendum
Overview: Questions and answers for RFP 202325
Deadline: 11/28/2023 2:00 PM
Solicitation #: 202325
Documents:
Addition 2
Posted: 12/18/2023
Type of Addition: In Review
Question 1
Posted: 10/27/2023
Question: How large is the IT staff employed by the county and what are the positions?
Response: 1, IT Director
Question 2
Posted: 10/27/2023
Question: Does the county currently have security software (i.e., EDR, active threat protection) that it intends to continue to use or are you open to using the MSP's managed security stack?
Response: We are planning on insourcing that as we do not like our security software being tied to a managed service provider.
Question 3
Posted: 10/27/2023
Question: Is the county looking to replace the aged network equipment currently in us? Will this be something that the selected vendor will assist with?
Response: Yes hardware is being purchased to replace the ageing network equipment.
Question 4
Posted: 11/3/2023
Question: Expected Staffing page # 3 What are the roles and responsibilities expected out of Tier 3 technicians and what are support services they should provide sitting at onsite location?
Response: Deskside and remote support Server support Network support or smart hands for a network specialist.
Question 5
Posted: 11/3/2023
Question: Expected Staffing, Page # 3 What is the IT Helpdesk tool currently deployed by Franklin County?
Response: We currently do not have one, we plan to purchase one.
Question 6
Posted: 11/3/2023
Question: Expected Staffing Page # 3 What is the average number of tickets/incidents received by Helpdesk on a monthly basis? Are there any clearly defined SLA's for resolving the tickets? Please share the ticket data dump?
Response: We can't share a ticket dump. I do not have one to share. About 340 tickets per month. SLA's for resolution are not yet defined.
Question 7
Posted: 11/3/2023
Question: Hardware and Software page # 4 Is there any patch management software currently utilized for Workstations and Servers (Ex. SCCM)
Response: Not one that the County owns.
Question 8
Posted: 11/3/2023
Question: Hardware and Software Page # 4 Is there any roadmap to upgrade the remaining 15% of Windows servers to the latest version?
Response: not yet
Question 9
Posted: 11/3/2023
Question: Hardware and Software Page # 4 Please list the monitoring tools currently deployed by Franklin County to monitor the Server, Network and Workstations.
Response: None that the County owns.
Question 10
Posted: 11/3/2023
Question: Hardware and Software page # 4 What is the Mobile Device Management (MDM) tool currently deployed by Franklin County?
Response: County does not own one.
Question 11
Posted: 11/3/2023
Question: Hardware and Software page # 4 Does all the hardware enlisted in the RFP reside on-premises or on cloud? If it is on cloud, please provide us the CSP name (Ex. AWS, Azure, GCP)
Response: On premises.
Question 12
Posted: 11/3/2023
Question: Inventory Management page # 5 What is the ITAM (IT Asset Management Tool) currently deployed in the environment? Is the inventory list up-to-date?
Response: County doesn't own one. That report is from the current MSP and is up to date as of the issuing of the RFP.
Question 13
Posted: 11/3/2023
Question: Cyber security Monitoring page # 5 What is the Current EPS?
Response: County doesn't own one. We are looking to purchase one.
Question 14
Posted: 11/3/2023
Question: Cyber security Monitoring page # 5 What are the Security tools and technologies used by Franklin county?
Response: County doesn't own any. We are looking into purchasing them.
Question 15
Posted: 11/3/2023
Question: Cybersecurity Monitoring page # 5 What is the End point protection and intrusion software currently deployed in the environment?
Response: County doesn't own any. We are looking into purchasing them.
Question 16
Posted: 11/3/2023
Question: Hardware, Software and Network Monitoring Page # 6 Does the county expects the responding entity to propose and install a new tool for monitoring hardware, software and network monitoring? If so, please let us know if County has any tool preference on the same.
Response: If we have not selected a tool by the time of the contract execution, we would like for the MSP to participate in the selection.
Question 17
Posted: 11/3/2023
Question: Custom Application Support page # 6 Please list the all the custom applications, their tech stack and what kind of support expected out of responding entity.
Response: VB8, MS Access, and MS SQL. Collector of Revenue Permit Tracking Highways Management Public Data (Effectively it is an ETL) MSAG (Master Addressing Application) Multiple scripts that haven’t been fully identified yet. We plan on replacing the applications during 2024. Support for current applications is best effort. We do not expect anyone to be able to rewrite the applications. We would like to see if the MSP can provide some business analysis and assistance in converting what can be low-code into a low-code platform. Most of these applications have simple enough processes that I believe a low-code platform would be a viable replacement.
Question 18
Posted: 11/3/2023
Question: Customer Application Development page # 6 What kind of application County envisages to be developed in the near future?
Response: Permit tracking Highways Management Public Data(Effectively it is an ETL) MSAG (Master Addressing Application) Multiple scripts that haven't been fully identified yet IT plans on replacing the applications during 2024. Support for current applications is best effort. We do not expect anyone to be able to re-write the applications. We would like to see if the MSP can provide some business analysis and assistance in converting what can be low-code into a low-code platform. Most of these applications have simple enough processes that we believe a low-code platform would be a viable replacement.
Question 19
Posted: 11/3/2023
Question: Database Management page # 6 How many SSRS reports are currently running and does the proposing entity expected to make any changes to those reports during support?
Response: There are not any SSRS reports. We would like to change that, most reports are either custom or written in Crystal reports.
Question 20
Posted: 11/3/2023
Question: Reporting page # 6 Is there any ITSM tool currently deployed by County and if so please name them?
Response: No
Question 21
Posted: 11/3/2023
Question: Office365 Management page # 6 How many users are on Office 365? What license do they have? Provide a license count.
Response: 400 300 on G3 100 on G1
Question 22
Posted: 11/3/2023
Question: Pricing Form page # 8 "Pricing form, completed and signed. Requesting you to please provide a template for pricing. Please confirm"
Response: We did not provide a template for pricing, vendors submitting responses are required to submit their own pricing within their proposal.
Question 23
Posted: 11/3/2023
Question: Forms & Tasks page # 9 Solicitation Cover Page is not required for online submission
Response: Required.
Question 24
Posted: 11/3/2023
Question: Affidavit of Work Authorization page # 13 Enrolment to e-Verify Federal Work Authorization program is mandatory for proposal submission or bidders can enroll during contract phase. Please Confirm? Do we need to enroll if we are already everified?
Response: E-Verify is required.
Question 25
Posted: 11/3/2023
Question: Contractual Terms and Conditions page # 15 "Please confirm, if bidders needs to review and acknowledge the following document: https://www.franklinmo.org/vertical/sites/%7B5730E807-248F-430C-88E4-9222B8E63B07%7D/uploads/Franklin_County_Terms_and_Conditions.pdf"
Response: yes
Question 26
Posted: 11/3/2023
Question: Attachment 1 page # 17 Attachment 1 is not required for online submission. Please confirm
Response: yes, required.
Question 27
Posted: 11/3/2023
Question: Who is the incumbent vendor currently supporting this engagement?
Response: Our current MSP is NOC Technology.
Question 28
Posted: 11/3/2023
Question: Is there any pain points faced during the previous contract with the existing vendor? Also confirm if existing vendor is allowed to participate in this bid
Response: We will not be commenting on the performance of the current MSP
Question 29
Posted: 11/3/2023
Question: What is the total number of resources currently supporting this engagement?
Response: 500 hardware devices, 500 users
Question 30
Posted: 11/3/2023
Question: Kindly provide the budget allocated for this engagement?
Response: We do not have an exact amount at this time.
Question 31
Posted: 11/3/2023
Question: What is the current spending on the Managed Services?
Response: Current spending is at least $33,000 per month.
Question 32
Posted: 11/3/2023
Question: Does Franklin County has a repository for all IT assets, associated documentation, SOP's etc.?
Response: Not yet. Once we have SharePoint stood up, we plan to put most of it there.
Question 33
Posted: 11/3/2023
Question: Kindly confirm, if Digital signature is acceptable on proposal submission forms
Response: yes
Posted: 11/8/2023
Type of Addition: Addendum
Overview: Questions and answers for RFP 202325
Deadline: 11/28/2023 2:00 PM
Solicitation #: 202325
Documents:
Posted: 12/18/2023
Type of Addition: In Review
Posted: 10/27/2023
Question: How large is the IT staff employed by the county and what are the positions?
Response: 1, IT Director
Posted: 10/27/2023
Question: Does the county currently have security software (i.e., EDR, active threat protection) that it intends to continue to use or are you open to using the MSP's managed security stack?
Response: We are planning on insourcing that as we do not like our security software being tied to a managed service provider.
Posted: 10/27/2023
Question: Is the county looking to replace the aged network equipment currently in us? Will this be something that the selected vendor will assist with?
Response: Yes hardware is being purchased to replace the ageing network equipment.
Posted: 11/3/2023
Question: Expected Staffing page # 3 What are the roles and responsibilities expected out of Tier 3 technicians and what are support services they should provide sitting at onsite location?
Response: Deskside and remote support Server support Network support or smart hands for a network specialist.
Posted: 11/3/2023
Question: Expected Staffing, Page # 3 What is the IT Helpdesk tool currently deployed by Franklin County?
Response: We currently do not have one, we plan to purchase one.
Posted: 11/3/2023
Question: Expected Staffing Page # 3 What is the average number of tickets/incidents received by Helpdesk on a monthly basis? Are there any clearly defined SLA's for resolving the tickets? Please share the ticket data dump?
Response: We can't share a ticket dump. I do not have one to share. About 340 tickets per month. SLA's for resolution are not yet defined.
Posted: 11/3/2023
Question: Hardware and Software page # 4 Is there any patch management software currently utilized for Workstations and Servers (Ex. SCCM)
Response: Not one that the County owns.
Posted: 11/3/2023
Question: Hardware and Software Page # 4 Is there any roadmap to upgrade the remaining 15% of Windows servers to the latest version?
Response: not yet
Posted: 11/3/2023
Question: Hardware and Software Page # 4 Please list the monitoring tools currently deployed by Franklin County to monitor the Server, Network and Workstations.
Response: None that the County owns.
Posted: 11/3/2023
Question: Hardware and Software page # 4 What is the Mobile Device Management (MDM) tool currently deployed by Franklin County?
Response: County does not own one.
Posted: 11/3/2023
Question: Hardware and Software page # 4 Does all the hardware enlisted in the RFP reside on-premises or on cloud? If it is on cloud, please provide us the CSP name (Ex. AWS, Azure, GCP)
Response: On premises.
Posted: 11/3/2023
Question: Inventory Management page # 5 What is the ITAM (IT Asset Management Tool) currently deployed in the environment? Is the inventory list up-to-date?
Response: County doesn't own one. That report is from the current MSP and is up to date as of the issuing of the RFP.
Posted: 11/3/2023
Question: Cyber security Monitoring page # 5 What is the Current EPS?
Response: County doesn't own one. We are looking to purchase one.
Posted: 11/3/2023
Question: Cyber security Monitoring page # 5 What are the Security tools and technologies used by Franklin county?
Response: County doesn't own any. We are looking into purchasing them.
Posted: 11/3/2023
Question: Cybersecurity Monitoring page # 5 What is the End point protection and intrusion software currently deployed in the environment?
Response: County doesn't own any. We are looking into purchasing them.
Posted: 11/3/2023
Question: Hardware, Software and Network Monitoring Page # 6 Does the county expects the responding entity to propose and install a new tool for monitoring hardware, software and network monitoring? If so, please let us know if County has any tool preference on the same.
Response: If we have not selected a tool by the time of the contract execution, we would like for the MSP to participate in the selection.
Posted: 11/3/2023
Question: Custom Application Support page # 6 Please list the all the custom applications, their tech stack and what kind of support expected out of responding entity.
Response: VB8, MS Access, and MS SQL. Collector of Revenue Permit Tracking Highways Management Public Data (Effectively it is an ETL) MSAG (Master Addressing Application) Multiple scripts that haven’t been fully identified yet. We plan on replacing the applications during 2024. Support for current applications is best effort. We do not expect anyone to be able to rewrite the applications. We would like to see if the MSP can provide some business analysis and assistance in converting what can be low-code into a low-code platform. Most of these applications have simple enough processes that I believe a low-code platform would be a viable replacement.
Posted: 11/3/2023
Question: Customer Application Development page # 6 What kind of application County envisages to be developed in the near future?
Response: Permit tracking Highways Management Public Data(Effectively it is an ETL) MSAG (Master Addressing Application) Multiple scripts that haven't been fully identified yet IT plans on replacing the applications during 2024. Support for current applications is best effort. We do not expect anyone to be able to re-write the applications. We would like to see if the MSP can provide some business analysis and assistance in converting what can be low-code into a low-code platform. Most of these applications have simple enough processes that we believe a low-code platform would be a viable replacement.
Posted: 11/3/2023
Question: Database Management page # 6 How many SSRS reports are currently running and does the proposing entity expected to make any changes to those reports during support?
Response: There are not any SSRS reports. We would like to change that, most reports are either custom or written in Crystal reports.
Posted: 11/3/2023
Question: Reporting page # 6 Is there any ITSM tool currently deployed by County and if so please name them?
Response: No
Posted: 11/3/2023
Question: Office365 Management page # 6 How many users are on Office 365? What license do they have? Provide a license count.
Response: 400 300 on G3 100 on G1
Posted: 11/3/2023
Question: Pricing Form page # 8 "Pricing form, completed and signed. Requesting you to please provide a template for pricing. Please confirm"
Response: We did not provide a template for pricing, vendors submitting responses are required to submit their own pricing within their proposal.
Posted: 11/3/2023
Question: Forms & Tasks page # 9 Solicitation Cover Page is not required for online submission
Response: Required.
Posted: 11/3/2023
Question: Affidavit of Work Authorization page # 13 Enrolment to e-Verify Federal Work Authorization program is mandatory for proposal submission or bidders can enroll during contract phase. Please Confirm? Do we need to enroll if we are already everified?
Response: E-Verify is required.
Posted: 11/3/2023
Question: Contractual Terms and Conditions page # 15 "Please confirm, if bidders needs to review and acknowledge the following document: https://www.franklinmo.org/vertical/sites/%7B5730E807-248F-430C-88E4-9222B8E63B07%7D/uploads/Franklin_County_Terms_and_Conditions.pdf"
Response: yes
Posted: 11/3/2023
Question: Attachment 1 page # 17 Attachment 1 is not required for online submission. Please confirm
Response: yes, required.
Posted: 11/3/2023
Question: Who is the incumbent vendor currently supporting this engagement?
Response: Our current MSP is NOC Technology.
Posted: 11/3/2023
Question: Is there any pain points faced during the previous contract with the existing vendor? Also confirm if existing vendor is allowed to participate in this bid
Response: We will not be commenting on the performance of the current MSP
Posted: 11/3/2023
Question: What is the total number of resources currently supporting this engagement?
Response: 500 hardware devices, 500 users
Posted: 11/3/2023
Question: Kindly provide the budget allocated for this engagement?
Response: We do not have an exact amount at this time.
Posted: 11/3/2023
Question: What is the current spending on the Managed Services?
Response: Current spending is at least $33,000 per month.
Posted: 11/3/2023
Question: Does Franklin County has a repository for all IT assets, associated documentation, SOP's etc.?
Response: Not yet. Once we have SharePoint stood up, we plan to put most of it there.
Posted: 11/3/2023
Question: Kindly confirm, if Digital signature is acceptable on proposal submission forms
Response: yes