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City of ClevelandFrank G. Jackson, MayorDepartment of FinanceDivision of Information Technology and Services205 St. Clair Avenue, 4th FloorCleveland, Ohio 44113-1503216/664-2330November 30, 2020Dear Prospective Vendor,The City of Cleveland Department of Finance, through its Division of InformationTechnology & Services, is soliciting proposals from qualified information technologystaffing/consultancy firms to provide IT candidates on a contract basis.The specific requirements are fully explained in the attached Request for Proposaldocument. The City invites you to consider submitting a proposal.An optional WebEx pre-proposal conference has been scheduled for 4:00 PM onFriday, December 11, 2020. Those planning to attend the pre-proposal conferencemust register by email to its-pmo@clevelandohio.gov. to receive a Webex invite.The last day for submission of questions is Friday, December 18, 2020. A finaladdendum to the RFP will be published on the city's website by Thursday, December24 2020The deadline for receipt of all proposals is Friday, January 8, 2021, by 5:00 p.m. EST.No proposals will be accepted after that date and time unless the city extends thedeadline by a written addendum.All submissions should be made by email to its-pmo@clevelandohio.gov.
Should you have any questions regarding this solicitation, please contactRegina Bob-Iwe, by email at its-pmo@clevelandohio.gov.The City of Cleveland invites responses to the Request for Proposal (RFP) for GeneralIT Consulting Services.We ask that you strictly adhere to the following critical guidelines outlined in this document.Schedule of Critical Dates:1. November 30, 2020RFP Published on City website2. December 11, 2020Pre-Proposal Conference3. December 18, 2020Last Day to Submit Provider Questions4. December 24, 2020Publish Final RFP Addendum5. January 8, 2021Proposal Submission DeadlineLATE PROPOSALS WILL NOT BE ACCEPTEDPre-proposal ConferenceA pre-proposal conference will be held on Friday December 11, 2020 at 4:00PM EST.Interested parties may ask questions or seek clarification pertaining to this Request forProposals (RFP) and the services desired. For security reasons, those planning to attend thepre-proposal conference must register by email to its-pmo@clevelandohio.gov. Whenregistering, it will be necessary to provide the names of all attendees.Sincerely,Regina Bob-IweProject Manager.The city of Cleveland reserves the right to reject any or all proposals or portions of them, to waive irregularities,informalities, and technicalities, to re-issue or to proceed to obtain the service(s) desired otherwise, at any timeor in any manner considered in City of Cleveland’s best interests. At his/her sole discretion, the Director maymodify or amend any provision of this notice or the RFP.
1.INTRODUCTION AND RFP OVERVIEWThe City of Cleveland (City), Division of Information Technology & Services (ITS), through itsDirector of Finance, is soliciting proposals from qualified information technologystaffing/consultancy firms to provide IT candidates on a contract basis. Firms will be selectedbased on their demonstrated capabilities of providing a wide range of IT candidates toinclude Database Administrators (DBAs), Network Engineers, Application Developers,Webmasters, Web Designers, IT Project Managers, Business Analysts, ERP ApplicationDevelopers, Network Hardware and IT Auditors, and a wide variety of others, with theexperience and depth of resources in the services listed in Section 3, Scope of Services.The consultants will supplement the Information Technology & Services Division's regularlyemployed staff to provide various information technology services on an as-needed andongoing basis.The services may also include systems, networks, security monitoring, maintenance, andsupport 24/7/365 for on-premises, managed, and cloud services. Consultants should providedocumentation to support certification to support any software/system identified in Section 2,Current Technical Environment. The Information Technology & Services (ITS) divisionconsists of approximately 20 staff members responsible for all aspects of the City ofCleveland IT architecture and applications.The result of this procurement process will be one or more contract(s) for the servicesdescribed herein; governmental cooperative purchasing pricing/agreements will be acceptedpending validation of a competitive bidding process verified by the City. The contract term forthis service is anticipated to be one (1) year with two (2) one-year options to renew at thediscretion of the Director of Finance.
IT CONSULTING SERVICES2.CURRENT TECHNICAL ENVIRONMENTNetwork and TelecommunicationsITS has a multilevel network environment. The network includes multiple virtual local areanetworks (VLANs), physically separated networks, and Windows Domains. The network is builtupon Cisco switching and routing equipment and the Microsoft Network Operating Systemsand Exchange 2013 (On-prem) e-mail services. Within the Microsoft network operatingsystems, there are multiple domains and workgroups.The MAN (Municipal Area Network) physical network design is built on different levels ofnetwork connectivity. They include Opt-E-man fiber and/or ATT Switched Ethernet (ASE) withdifferent high-speed connectivity levels with physical fiber optic for backup in some locations.Network, Telecommunication & Wireless Infrastructure Environment Cisco ASA 55xx-X Firewalls Firepower AMP, IPS, and Web Cisco 9300, 6800, 4500, 3560, and 2960 switches Cisco CUCM 10.5, CUC 10.5, UCCX 10.6 and CER 10.5 (v14 cloud 2021) Cisco ISR 4330 with SIP and SRST at 7 locations Cisco 5500 series WLC Cisco Small Business 300 series managed switches Cisco 1700/1832 series Aironet AP Overlay Transport Virtualization (OVT) Cisco Nexus 77xx series switches Cisco AMP, Umbrella, Email (CES) and ISE Akamai WAF and DNSCompute and Datacenter EnvironmentThe Compute and Datacenter environment within ITS consists of both physical and virtualservers. The virtual servers are run on top of VMWare software and utilize NetApp (SAN)Page 4 of 88
IT CONSULTING SERVICEStechnology.There are two (2) Data Centers that house the environments for the Department of ITS. Theserver environment within the department consists of both physical and virtual servers. Thevirtual environment consists of VMware vSphere version 5.5 (upgrade pending to 6.5)Compute Infrastructure Flex Pod Datacentero Cisco UCS Chassiso 12 Cisco UCS B-200-M4 Blade Servers (ESXi) or highero 4 Cisco UCS C220 Rack Servers or highero NetApp Storage FAS8040/AFF8040 flash storage cluster or highera. Storage Protocol - NFS, CIFS, iSCSIo Cisco Nexus Switching – Fiber-Interconnect Compute Serviceso Active Directory-integrated Domain Name Systemo Microsoft Exchange 2013 or Microsoft 365 GCC G3o DHCP, DNSo Distributed File Serviceso Microsoft Internet Information Services Servero Microsoft Print Serviceso Windows Server Update Serviceso Cisco Email & Umbrella Web Securityo Veeam Backup & Replication Serviceo Microsoft Azure Cloud Serviceso Microsoft Windows Remote Desktop ServicesEnterprise Systems and Mobility Environment VMware Air Watch (vs. 9.5.0.6) Office 365 Interneto Drupal (vs 20.8.0.1 (2008)).Page 5 of 88
IT CONSULTING SERVICES Intranet –o SharePoint Services 3.0o SharePoint Server 2016 Advantage Financial Management System - (v3.10.01).o IBM WebSphere v6.1 webservero The database is Microsoft SQL Server 2012o SAP Business Objects XI 3.1 SP3 and utilizing info Advantage for reporting.o Third-party applications, including PCI Point of Sales, Sympro DebtManagement, Sympro Investment, Pervasive Data Integrator (PDI), BERTengine, Versata application development tool, as well as an Eclipse.o SQL server 2008 – 2016 (clustered and none-clustered) Cityworks Work Order and Assets Management Systemo Database Server AMS connects to the City GIS SDE geodatabase (supportingboth editors and viewers).o Windows 10, using an Internet browser and Mozilla Firefox (preferredBrowse is Firefox)o Version is 15.1.2, and it is a geocentric application with Arc GIS Server10.3and runs on an SQL Server database.o Cityworks licenses and APIs Cityworks Server AMS Citizen Engagement Web App Service Request API Storeroom Micro paver Interface CCTV Interface Cityworks Analytics API’s for 3rd party Cityworks-centric applications AMS MobileProject Management Office (PMO)Page 6 of 88
IT CONSULTING SERVICESThe PMO ensures that Project management standards and quality are maintained across theCity. The PMO is currently at a “developing” maturity level. The adopted PM methodologiesare Waterfall and Agile, based on the PMI PMBOK standards.Tools3. MS Projects SharePoint MS. Excel SmartsheetSCOPE OF SERVICESThis list of potential services is intended to provide an overview of the work anticipated to beperformed under this contract. The scope may include all IT disciplines and the work productsdeveloped by these disciplines, whether identified or not. The consultant may be asked toprovide any variety of services that span the complete ITS environment. ITS will releaseindividual tasks to the Consultant, as described in Section V under Task Release.The following are examples of the types of activities that may be requested and are organizedinto categories based on the type of service:Management Services/Technical Support System/server/network administration Cloud system planning, evaluation, and migration Disaster recovery/business continuity planning, testing, and site build Security/audit compliance Infrastructure Support Network assessments, design, engineering, and tuning Voice System (VoIP) assessments, design, engineering, and tuning System architecture, design, and solutionPage 7 of 88
IT CONSULTING SERVICES Data Center Upgrade Design- NetApp SAN, Cisco Compute and Core Cisco Switches, Cisco WLC, Cisco 1700 series Aironet AP Firewall/ ASA Administration & Support Cisco Email Security, Barracuda Load Balancer, and Cisco Umbrella Web Filter Support Operational Support RFP Development & Evaluation Exchange Administration & Support Back-Up Administration & Support Voice System (VoIP) assessments, design, engineering, and tuning Mobile Data Management Administration & Support Wireless Network Administration & Support Microsoft SQL database Maintenance and administration SharePoint implementation, development, maintenance, and administration Application development (primarily Java and .NET/C#) and support Report development (Crystal, Info-Advantage, SQL Reporting Server) Cisco 8.x WLC, Prime 3.1, ISE, MSE, APIC-EM Advantage Financial System Support Drupal Maintenance and Support Project Management ServicesThe services below are potential services specific to applications or infrastructure that we mayrequest. This listing aims to define more clearly what services may be requested even thoughthey are included in the general services listed above.TelecommunicationsCisco VoIP and Call Center SupportThe selected Consultant may be asked to make changes to the existing Cisco Telephony andCall Center Systems, including: Assists in planning, engineering, architecture, and development of telephony and callcenter technologies based on Cisco Unified Communications Manager and CiscoPage 8 of 88
IT CONSULTING SERVICESIPCC Express. Provide Level 2 Fault Management and break-fix support on CUCM and Cisco IPCCExpress Design and implement modifications to call center applications (call flows)Network, Compute, and Datacenter Support Assess, design, and implement network and telecommunications systems. Troubleshoot network operational issues. Assess and recommend network design solutions for short-, medium-, and longrange network projects. Install, configure, and maintain network components. Determine the plan and layout for new hardware or modifications to the existing layout. Review, design, administer, and troubleshoot the SAN environment. Implement data center management best practices Support server consolidation and VMWARE virtualization projects. Provide ITIL-based operational support for data center management (includingbackups) Provide network security reviews. Assess, redesign to streamline, and fine-tune Active Directory infrastructure. Assess, design, implement, and fine-tune Exchange-based email infrastructure. Provide hands-on operational support for Exchange servers Assess, design, implement and fine-tune Microsoft SharePoint infrastructure Provide Microsoft Server 2012/2016/2019 management and administration support Development of a complete Disaster Recovery and Business Continuity (DR-BC)strategic plan and or maintenance/ updating of existing plans. Which includes cloudrecovery, systems/data recovery, colocation, data center recovery/support Provide plan test scripts and recovery procedures following NIST 800-34 Conduct BIA Document technology architecture. Conduct Disaster Recovery Testing and AuditsPage 9 of 88
IT CONSULTING SERVICESApplication Services SupportAdvantage Financial System and Third-Party application and Platform Support Provide support for Advantage Financial System and third-party applications andInterfaces (e.g., Info Advantage Reporting, Performance Budgeting, PCI, PervasiveData Integrator (PDI), Sympro, and ARCHIBUS) Supplement staff to support and Troubleshoot Advantage Financial System and ThirdParty applications, and Interfaces Supplement staff to support the future upgrade and implementation services forAdvantage Financial System 3.10 (or above), Third Party Applications, and Interfaces Supplement staff to monitor the performance of the application in different shifts Using PDI (or like) development tools to create or modify current inbound andoutbound interfaces Assist with patch deployment using Versata development environment Using the Eclipse development tool to create and modify BERT forms as neededInfo Advantage - SAP Business Object Support and Development Review Info Advantage reporting and business intelligence (SAP Business Object)environment. Develop reports using existing Department of Finance reporting tools, such as infoAdvantage Reports and SAP Business Objects. Provide data modeling and universe design Monitor and troubleshoot Advantage nightly and weekly batch processes, includingthe ETL ProcessCity of Cleveland website Assist with the upgrade and troubleshooting of Drupal Application Assist with web content editing and web page design Assist with data gathering, design, implementation, and migration to a new platformas is identifiedSharePoint Support and Development Assess, design, implement, migrate and fine-tune Microsoft SharePoint from service3.0 to server 2016 or Office 365 infrastructurePage 10 of 88
IT CONSULTING SERVICES Data warehouse Develop recommendations for enterprise business intelligence strategies. Data andrequirement gathering Develop an enterprise cross-departmental data warehouse , design, development, and implementation Maintenance and support Provide data modeling, universe design, and ETL development. Develop corporate dashboards and portals as needed.SQL Database Support and Monitoring Installation, configuration, upgrade, and migration Performance monitoring and tuning Backup and Recovery Database security Storage and capacity planning Troubleshooting Data Extraction, Transformation, and Loading High availability and Replication Very Large Databases (VLDBs)Application Development Mobile Application developmentProfessional Services Project Management Services Business Analysis Requirements Discovery, Gap Analysis, and Validation Workflow Configuration 3rd Party Applications Interface Integration (Accela Automation, Version 9.2) User Acceptance Testing (UAT) TrainingPage 11 of 88
IT CONSULTING SERVICES4.PROJECT STAFF AND ROLESITS has the right to approve all individuals working on the project, and it is expected that theselected individuals will remain on the project until the task is complete. Flexibility in staffinghours may be required to meet operational needs. Staffing can only be replaced with ITSwritten approval. Staffing each authorized task of the project is the Consultant's responsibilityand shall start immediately after receiving the task Notice to Proceed (NTP).ITS reserves the right to receive a resume for all proposed task resources and to interview theresources before accepting them to perform task work.Labor categories and skill levels for services being requested:A. Management Services/Technical Support Categorya. Consultant Level 1b. Consultant Level 2c. Consultant Level 3d. Subject Matter Expert Level 1e. Subject Matter Expert Level 2B. Network and IT Infrastructure Support Categorya. Consultant Level 1b. Consultant Level 2c. Consultant Level 3d. Subject Matter Expert Level 1e. Subject Matter Expert Level 2C. Application Services Support Categorya. Consultant Level 1b. Consultant Level 2c. Consultant Level 3d. Subject Matter Expert Level 1e. Subject Matter Expert Level 2Page 12 of 88
IT CONSULTING SERVICESD. Professional Services Support Category Consultant Level 1 Consultant Level 2 Consultant Level 3 Subject Matter Expert Level 1 Subject Matter Expert Level 2Role DescriptionsA. Consultant Level 1: Resource with at least seven years’ experience with appropriatetraining, certification, education, and experience for the category and task assigned tothat resource.B. Consultant Level 2: Resource with at least five years’ experience with appropriatetraining, certification, education, and experience for the category and task assigned tothat resource.C. Consultant Level 3: Resource with at least two years’ experience with appropriatetraining, certification, education, and experience for the task assigned to that resource.D. Level 1 Subject Matter Expert: Senior level expert in the proposed category and task.E. Level 2 Subject Matter Expert: Junior level expert in the proposed category and task.Special Certification Requirements,Consultants Level 1, in all support categories, MUST possess widely recognized andaccepted industry or proprietary OEM certifications for the services being offeredPage 13 of 88
IT CONSULTING SERVICESTaskResource RequiredProvides assistance in planning, Consultant Level 1engineering, architecture anddevelopment of telephony andcall center technologies based onCiscoUnifiedCommunications Manager andCisco IPCC ExpressDisaster recovery and businesscontinuity related tasksConsultant Level 1All Project ManagersConsultant Level 1Certification ified BusinessContinuityManager(CBCM) or equivalentPMI PMP certification orequivalent5. GENERAL GUIDELINESTask Release for Support ServicesTask Request for ProposalWhen a task is first initiated, ITS Commissioner or designee shall issue a Task Requestfor Proposal (TRFP) to the Consultant. The TRFP will include relevant information basedon the type of task, broken down into either Fixed Labor or Fixed Deliverables.Fixed Labor Tasks-These are tasks where ITS requires a skilled resource to fulfill anoperational need (e.g., DBA, CCNA, etc.). ITS will provide the Consultant with a TRFPthat includes the description of the need for that task.Fixed Deliverables - These are complex tasks that there are defined deliverables andoutcomes. ITS will provide the Consultant with a TRFP with goals and objectives andservices for the task.Task ProposalThe Consultant will review the TRFP and prepare a proposal based on the type of taskbeing requested:Fixed Labor Tasks-Consultant will provide: Resumes of proposed resources Labor category and skill level/rates based on the fee proposal.Page 14 of 88
IT CONSULTING SERVICES Completion of any required forms based on ITS task process.Fixed Deliverables – Consultant, will provide: Proposal including resources, schedule, and deliverables Resumes of proposed resources Labor category and skill level/rates, based on the fee proposal. Completion of any required forms based on ITS task process.The Consultant
Management, Sympro Investment, Pervasive Data Integrator (PDI), BERT engine, Versata application development tool, as well as an Eclipse. o SQL server 2008 – 2016 (clustered and none-clustered) Cityworks Work Order and Assets Management System o Database Server
