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Request for ProposalCity of MinneapolisInformation Technology DepartmentServiceNow EnhancementsRFP 2015-82 Issue Date: Tuesday, November 24, 2015Proposals Due:Monday, December 28, 2015 1:00 pm CT
Information Technology310 S. Fourth St. Room 400Minneapolis, MN 55415612.673-3190November 24, 2015To Whom It May Concern:The City of Minneapolis (“City”) is soliciting proposals from qualified Consultants toestablish the skill sets identified in Exhibit B – Scope of Services for the ServiceNowSoftware Application. This system is used for the Information Technology ServiceManagement System to increase efficiencies and improve worker productivity whiledelivering a better level of service to their constituents.Submit an electronic copy of the business proposal with attachments and a price proposal to:RFP.Responses@MinneapolisMN.gov. Mail six (6) hard copies of the business proposalwith attachments and one price proposal to the address in Section III – Proposal Due Dateand Location.Thank you for your consideration,Otto DollChief Information OfficerInformation Technology Department2
Table of ContentsRFP General InformationPageI.Invitation . 4II.Pre-Proposal Conference. 5III.Proposal Due Date and Location . 5IV.Proposal Format . 5V.Evaluation of Proposals – Selection of Vendor . 6VI.Schedule . 6VII.Contract . 7VIII.Equity and Inclusion . 7IX.Department Contact/Requests for Clarification . 7X.Rejection of Proposals . 8XI.Addendum to the RFP . 8Exhibit A - RFP Terms & Conditions . 9Exhibit B - Scope of Services .18Exhibit C - Criteria Experience .203
Request for ProposalsForServiceNow EnhancementsI.InvitationThe City of Minneapolis (“City”) is soliciting proposals from qualifiedConsultants to establish the skill sets identified in Exhibit B – Scope of Services forthe ServiceNow Software Application. This system is currently being used by theCity’s Information Technology Department (“IT”) for the Information TechnologyService Management System to increase efficiencies and improve workerproductivity while delivering a better level of service to their constituents. Thisapplication is the primary tool for IT to provide incident, problem, change andconfiguration management and allows IT’s constituents to make service requests ofIT.IT purchased the ServiceNow application earlier this year. IT’s initialrequirements of the application are in the final stages of being implemented.After the application is implemented, IT anticipates the need to makeenhancements to ServiceNow to implement more functionality of the system.Additionally, ServiceNow has developed service management applicationsbeyond IT such as facilities, human resources, project management, etc. thatmay be reviewed in the future to serve as an enterprise service management tool.The City of Minneapolis is seeking professional and implementation services forit’s expanding ServiceNow environment. Consultant must be able to provide allaspects of the ServiceNow implementation, including project management,consultation services, requirements gathering, design, development/configurations, implementation, documentation and training. Consultant mustalso be a resource to the City’s ServiceNow team and perform knowledgesharing and transfer.Consultant(s) who fulfill the Request for Proposal (RFP) requirements maysecure a contract for the opportunity to provide the services. The contract shallnot be construed as a guarantee of work or of any total dollar amount ofcompensation. Issuance of this RFP does not preclude the City from issuingadditional RFPs.The City reserves the right to negotiate pertinent contract terms simultaneously withany number of firms or individuals as the City deems to be in the best interests. Inresponding to this RFP it is understood by all consultants that the City reserves theright to select none, any or all consultants, which the City deems to be in the bestinterest.A contract(s) will be executed with the awarded Consultant(s) for a period of threeyears provided services are satisfactory. It is the sole option of the City to extend the4
contract two additional one-year term(s) or one additional two-year term. The totalawarded contract(s) may not exceed 950,000 for the life of the contract(s).The awarded Consultant will be required to obtain a certificate of compliance fromthe Minneapolis Civil Rights Department. The appropriate insurance coverage andcertificates will need to be submitted during processing and prior to approval of acontract.II.Pre-Proposal ConferencePrior to submitting proposals, all interested Consultants are strongly encouragedto have a representative attend the optional pre-proposal conference to answerany questions related to Exhibit B – Scope of Services and the intent of theRequest. The pre-proposal conference will be held at the dates specified inSection VI – Schedule.Answers to all questions will be posted to the City’s web nt/rfp, as stated in SectionVI – Schedule.III.Proposal Due Date and LocationConsultant shall submit an electronic copy of the business proposal with attachmentsand a price proposal in two separate electronic files to:RFP.Responses@MinneapolisMN.gov. Deliver six (6) hard copies of the businessproposal with attachments and one price proposal to:City of Minneapolis - ProcurementRequest for Proposals for: Information Technology ServiceNow330 2nd Avenue South, Suite 552Minneapolis, MN 55401The submittal shall be made per Section VI – Schedule. Note: Late proposalsmay not be accepted.IV.Proposal FormatThe proposal will set forth full and accurate information as required by this RFP.Proposals must be prepared on 8 ½” x 11” letter size paper (preferably recycled),printed double-sided, and bound on the long side. The City encourages usingreusable and recyclable printed materials for proposals prepared in connection withthis solicitation.To allow for easier comparison of proposals during evaluation, proposals shouldcontain the following information in the order listed below.Contact Information:5
Name of company and website addressCompany’s point of contact including contact informationCompany Profile: General overview of the company’s history Management and structure of the company Percentage of dedicated full-time employees vs. independent contractorsExecutive Summary: A clear statement of the Consultant’s understanding of the RFP including abrief summary of the Scope of ServicesCompany References: Provide three (3) current referencesBusiness Proposal: Submit your Business ProposalPricing Proposal: Submit your Pricing ProposalV.Evaluation of Proposals – Selection of VendorProposals will be reviewed by an evaluation team made up of representatives of theCity of Minneapolis. The team will select a “short list” of consultants for finalconsideration who will be formally interviewed, as deemed necessary by the City.Proposals will be evaluated on: VI.Company ProfileExecutive SummaryCompany ReferencesBusiness ProposalPricing ProposalAcceptance of City’s RFP Terms and Conditions (Exhibit A)ScheduleThe following is a listing of key Proposal and Project milestones:Issue RFPTuesday, November 24, 2015Thursday, December 3, 20151pm CT310 4th Avenue South, Suite 400AMinneapolis, MNPre-Proposal Conference6
Questions DueNotice of Interest DueAnswers PostedNotice of Interest PostedFriday, December 11, 2015 NoonFriday, December 11, 2015 NoonFriday, December 18, 2015Friday, December 18, 2015Monday, December 28, 2015 1 pmCTWeek of January 4, 2016Week of January 18, 2016Proposal DueProposal ReviewInterviewsVII.ContractThe contracting parties will be the City of Minneapolis and the Consultant(s) selectedto provide the professional services as described herein. The selected proposals andexhibits, along with the RFP, will be incorporated into a formal agreement afternegotiations. It is the intent of the City to award one or more contracts for a term ofthree (3) years, with the sole option of the City to extend the contract two (2)additional one-year terms or one additional two-year extension.VIII.Equity and InclusionThe City is committed to minority and women owned business inclusion on Cityprojects. In addition to the Small and Underutilized Business Program (Section 27of the General Terms and Conditions of this RFP), minority and women ownedbusinesses that cannot satisfy all of the requirements of the RFP may submit aNotice of Interest to partner with a Consultant. The Notice of Interest shall be ashort description (1 page or less) of how the business can provide a portion of theservices in partnership with a Consultant.The Notice of Interest must be submitted to the Contract Administrator, as specifiedin Section IX - Department Contact/Requests for Clarification by the deadline setforth in Section VI – Schedule of this RFP. The City will issue an addendum to theRFP per Section XI – Addendum to the RFP. This addendum will include allNotice of Interest(s) received. Consultants shall take action to subcontract a portionof services to interested minority and women owned businesses. Efforts to use oruse of minority or women owned businesses will be part of the evaluation criteria.IX.Department Contact/Requests for ClarificationThe Consultant’s primary interface with the City will be with the ContractAdministrator who will act as the City’s designated representative. Prospectiveconsultants shall direct inquiries/questions in writing only to:ITContractAdministrator@MinneapolisMN.gov7
All questions are due per Section VI - Schedule. Responses to the questions will beposted per Section XI – Addendum to the RFP.The Contract Administrator is the only individual who can be contacted regardingthe RFP before proposals are submitted and cannot vary the terms of the RFP.X.Rejection of ProposalsThe City of Minneapolis reserves the right to reject any or all proposals on the basisof the submittals, to waive technicalities or irregularities, and to accept any proposalit deems to be in the best interest of the City. This RFP doesn’t commit the City toaward any contract. The City of Minneapolis shall not be liable for any costsincurred by any firm responding to this RFP.XI.Addendum to the RFPIf any addendum is issued for this RFP, it will be posted on the City of Minneapolisweb site at: fp. The Cityreserves the right to cancel or amend the RFP at any time.8
Exhibit A - RFP Terms & ConditionsGeneral Conditions for Request For Proposals (RFP)(Revised: May, 2015)The General Conditions are terms and conditions that the City expects all of its Consultantsto meet. The Consultant agrees to be bound by these requirements unless otherwise noted inthe Proposal.1. City's RightsThe City reserves the right to reject any or all proposals or parts of proposals, toaccept part or all of proposals on the basis of considerations other than lowest cost,and to create a project of lesser or greater expense and reimbursement thandescribed in the Request for Proposal, or the respondent's reply based on thecomponent prices submitted.2. Equal Opportunity StatementThe Consultant agrees to comply with applicable provisions of applicable federal,state and city regulations, statutes and ordinances pertaining to the civil rights andnon-discrimination in the application for and employment of applicants, employees,subcontractors and suppliers of the Consultant. Among the federal, state and citystatutes and ordinances to which the Consultant shall be subject under the terms ofthis Contract include, without limitation, Minnesota Statutes, section 181.59 andChapter 363A, Minneapolis Code of Ordinances Chapter 139, 42 U.S.C Section2000e, et. seq. (Title VII of the Civil Rights Act of 1964), 29 U.S.C Sections 621-624(the Age Discrimination in Employment Act), 42 U.S.C Sections 12101-12213 (theAmericans with Disability Act or ADA), 29 U.S.C Section 206(d) (the Equal PayAct), 8 U.S.C Section 1324 (the Immigration Reform and Control Act of 1986) andall regulations and policies promulgated to enforce these laws. The Consultant shallhave submitted and had an “affirmative action plan” approved by the City prior toentering into a Contract.3. InsuranceInsurance secured by the Consultant shall be issued by insurance companiesacceptable to the City and admitted in Minnesota. The insurance specified may be ina policy or policies of insurance, primary or excess. Such insurance shall be in forceon the date of execution of the Contract and shall remain continuously in force forthe duration of the Contract.Acceptance of the insurance by the City shall not relieve, limit or decrease theliability of the Consultant. Any policy deductibles or retention shall be theresponsibility of the Consultant. The Consultant shall control any special or unusualhazards and be responsible for any damages that result from those hazards. The Citydoes not represent that the insurance requirements are sufficient to protect the9
Consultant's interest or provide adequate coverage. Evidence of coverage is to beprovided on a current ACORD Form. A thirty (30) day written notice is required ifthe policy is canceled, not renewed or materially changed. The Consultant shallrequire any of its subcontractors, if sub-contracting is allowable under this Contract,to comply with these provisions, or the Consultant will assume full liability of thesubcontractors.The Consultant and its subcontractors shall secure and maintain the followinginsurance:a) Workers Compensation insurance that meets the statutory obligations withCoverage B- Employers Liability limits of at least 100,000 each accident, 500,000 disease - policy limit and 100,000 disease each employee.b) Commercial General Liability insurance with limits of at least 2,000,000general aggregate, 2,000,000 products - completed operations 2,000,000personal and advertising injury, 100,000 each occurrence fire damage and 10,000 medical expense any one person. The policy shall be on an "occurrence"basis, shall include contractual liability coverage and the City shall be named anadditional insured. The amount of coverage will be automatically increased if theproject amount is expected to exceed 2,000,000 or involves potentially high riskactivity.c) Commercial Automobile Liability insurance covering all owned, non-ownedand hired automobiles with limits of at least 1,000,000 per accident.d) Professional Liability Insurance or Errors & Omissions Insurance providingcoverage for 1) the claims that arise from the errors or omissions of theConsultant or its subcontractors and 2) the negligence or failure to render aprofessional service by the Consultant or its subcontractors. The insurancepolicy should provide coverage in the amount of 2,000,000 each claim and 2,000,000 annual aggregate. The insurance policy must provide the protectionstated for two years after completion of the work.e) Network Security and Privacy Liability for the duration of this agreementproviding coverage for, but not limited to, Technology and Internet Errors &Omissions, Security and Privacy Liability, and Media Liability. Insurance willprovide coverage against claims that arise from the disclosure of privateinformation from files including but not limited to: 1) Intentional, fraudulent orcriminal acts of the Consultant, its agents or employees. 2) Breach of the City’sprivate data, whether electronic or otherwise. The insurance policy shouldprovide minimum coverage in the amount of 1,000,000 per occurrence and 2,000,000 annual aggregate. If written on a Claims-Made basis, the policy mustremain in continuous effect for at least 3 years after the service is provided orinclude a 3 year extended reporting period.4. Hold HarmlessThe Consultant will defend, indemnify and hold harmless the City and its officersand employees from all liabilities, claims, damages, costs, judgments, lawsuits andexpenses, including court costs and reasonable attorney’s fees regardless of theConsultant’s insurance coverage, arising directly from any negligent act or omission10
of the Consultant, its employees, agents, by any sub-contractor or sub-consultant,and by any employees of the sub-contractors and sub-consultants of the Consultant,in the performance of work and delivery of services provided by or through thisContract or by reason of the failure of the Consultant to perform, in any respect, anyof its obligations under this Contract.The City will defend, indemnify and hold harmless the Consultant and its employeesfrom all liabilities, claims, damages, costs, judgments, lawsuits and expenses includingcourt costs and reasonable attorney’s fees arising directly from the negligent acts andomissions of the City by reason of the failure of the City to perform its obligationsunder this Contract. The provisions of the Minnesota Statues, Chapter 466 shallapply to any tort claims brought against the City as a result of this Contract.Except as provided in section # 13, neither party will be responsible for or berequired to defend any consequential, indirect or punitive damage claims broughtagainst the other party.5. SubcontractingThe Consultant shall provide written notice to the City and obtain the City’sauthorization to sub-contract any work or services to be provided to the Citypursuant to this Contract. As required by Minnesota Statutes, Section 471.425, theConsultant shall pay all subcontractors for subcontractor’s undisputed, completedwork, within ten (10) days after the Consultant has received payment from the City.6. Assignment or Transfer of InterestThe Consultant shall not assign any interest in the Contract, and shall not transferany interest in the same either by assignment or novation without the prior writtenapproval of the City. The Consultant shall not subcontract any services under thisContract without prior written approval of the City Department Contract Managerdesignated herein.7. General ComplianceThe Consultant agrees to comply with all applicable Federal, State and local laws andregulations governing funds provided under the Contract.8. Performance MonitoringThe City will monitor the performance of the Consultant against goals andperformance standards required herein. Substandard performance as determined bythe City will constitute non-compliance with this Contract. If action to correct suchsubstandard performance is not taken by the Consultant within a reasonable periodof time to cure such substantial performance after being notified by the
Additionally, ServiceNow has developed service management applications beyond IT such as facilities, human resources, project management, etc. that . contract two additional one-year term(s) or one additional two-year term. The total awarded contract(s) may not exceed 950,000 for the life of the contract
