Vancouver



ANNEX 1 –DETAILED REQUIREMENTS

NOTE: In this Annex 1 only, the term “City” is used to refer to the City Group consisting of the City of Vancouver (including the Vancouver Board of Parks and Recreation), the Vancouver Police Board and the Vancouver Public Library Board.

The Proponent shall address each requirement listed in this Annex 1 – Detailed Requirements in such detail, and with relevant and specific examples (if applicable), to demonstrate the Proponent’s understanding of, and the extent of the Proponent’s ability to meet each requirement. If the Proponent cannot meet a specific requirement at all, then the Proponent’s response should clearly state so. A missing response will be interpreted by the City as the Proponent’s not being able to meet the requirement at all. All numbered responses to Annex 1 should correspond to the numbering in Annex 1.

This Annex 1 consists of four (4) sections:

A. General Requirements

B. Client Hardware Specifications

C. Data Centre Equipment Specifications

D. Client Hardware Service Reports and Notifications

A. General Requirements

This section describes the City’s business and technical requirements for VAR Services. Proponents responding to this RFP are expected to have significant expertise, knowledge and experience in establishing, providing, and managing these services. Proponents are asked to respond to each requirement with full and complete information even if a similar response has been provided when responding to another requirement.

1.0 Areas of Expertise

Please indicate all applicable category(ies) that the Proponent is responding to, by checking (() the appropriate box in the table below.

|Category |Apply |

|Data Centre Equipment, Maintenance, and Professional Services |☐ |

|Client Hardware, Software, Maintenance, and Professional Services |☐ |

1. VAR Service Requirements

The successful proponent should have the capability to provide VAR services to the City, including the ability to source and sell a broad range of hardware, maintenance service, and professional services from a wide range of manufacturers to the City at competitive prices and in accordance with City directions. In a Proposal, a Proponent is to address the following:

1. Provide a description of your company, including legal name, jurisdiction of incorporation, and number of years in business and company owners.

2. Describe your firm’s experience in the supply and deployment of equipment or services over the past three years. Provide client names and letters of recommendation where applicable.

3. Provide a minimum of three written references from clients for similar goods and services as those required by this RFP. Include contact information and a brief description of the goods or services. By submitting a Proposal, the Proponent is providing consent to the City to contact these references and the organizations.

4. Describe the type of data centre and/or client hardware the Proponent is authorized to resell, including supporting documentation.

5. Describe the Proponent’s organization structure responsible for delivering the VAR services to the City.

6. Describe the operations of the Proponent’s sales department including the hours of business, the level of familiarity of products, and experience of personnel.

7. Describe the warehousing capability and logistics approach with respect to the ability to handle outgoing deliveries to the City and accept surplus equipment for decommissioning and disposal.

8. The City expects that the successful Proponent will possess the technical capabilities which would facilitate an efficient acquisition of products. Proponents should respond to each of the items listed below.

1. Describe if you offer an on-line product catalogue (preferably web-based) and explain the process for its use.

2. Explain if the City would have access to an on-line (preferably web-based) ordering and order status enquiry screens/reports which would enable it to track the progress of individual orders from inception through fulfilment and delivery.

3. Provide details of your ability to provide asset management/order status reports that can be customized to include:

1. equipment brand, model, hardware configuration and serial number(s);

2. installation or delivery location;

3. software loaded (including software license number);

4. purchase order number and order date;

5. invoice number and invoice amount.

9. Provide details on how the Proponent will work with the City to create a process for bringing your price list into the City’s SAP ordering system automatically; ensuring the City’s web site is supplied with current specifications and prices.

10. State if Mastercard is accepted, and state if familiar with Mastercard level III Reporting, or an equivalent mechanism that can integrate with the City’s inventory system.

11. The City expects that any successful Proponent will be able to provide installation, configuration and decommissioning services as required by the City. Each Proponent should provide:

1. a detailed description on the process and methodology for installation, configuration, and decommissioning;

2. knowledgeable technical personnel with experience in comparable deployments of any purchased equipment; OEM and vendor certifications are preferred. Please provide a list of current certifications held by support staff and the number of staff with those certifications.(examples include (but are not limited to) Lenovo, HP, Lexmark, and Microsoft) and

3. a project manager who will meet with City staff on a regular basis during initial deployment to review progress and resolve any issues.

12. Describe the Proponent’s ability and capacity to provide an EOL disposition program that meets the City’s sustainability objectives as outlined in Annex 6, including offering a hardware reuse that maximizes the benefit of retired hardware to the local community.

13. Describe the Proponent’s ability and capacity to offer better equipment acquisition, maintenance, and professional service pricing by leveraging and promoting competition between OEMs. Provide verifiable examples to support the claim.

14. Describe sourcing strategy for:

1. Alternate sources of supply, should the products designated by the City not be available in the Proponent’s supply chain.

2. Manufacturers that no longer exist or whose products have been discontinued.

15. Describe the process for managing manufacturer service levels including but not limited to response time, resolution time, scheduled deliveries, product availability, supply on short notice, and maintaining minimum stock levels.

16. Describe the process for handling hardware standard lifecycle, particularly the process to transition between hardware standards.

17. Indicate if the Proponent is a registered Microsoft Larger Account Reseller for the Provincial Government of British Columbia.

18. Describe the capacity and process the Proponent uses to assist its customers to evaluate and select upcoming standards and associated models that meet its client’s specifications.

19. Provide a detailed description of all value-add services that complement the scope of this RFP.

20. Describe the ability to affix a City of Vancouver decal to all client hardware and related equipment prior to delivery.

21. Describe the ability to use electronic packing slips in lieu of physical ones.

2. Requirements Specific to the Supply of Client Hardware

1. Confirm that the Proponent can service City equipment located at over 100 sites as set out in Annex 9 – List of Sites.

2. Describe any value-add or pay-for client hardware support services that the Proponent can provide. Provide detailed cost structure if applicable. Potential examples include regular preventative maintenance for specific equipment, large scale hardware upgrades in mid-life, project support, architecture support, advanced technical support, etc.)

3. Provide details of the equipment you propose to supply to the City which meets the specifications set out in Section B – Client Hardware Specifications, and Section C – Server and Storage Equipment Specifications below by completing Annex 3 – Pricing Tables. With the exception of tough book laptops, Proponents may propose more than one brand for each of the items of equipment specified in Section B – Client Hardware Specifications, and Section C – Server and Storage Equipment Specifications. In the Technical Proposal, a Proponent may describe the Proponent’s approach to responding to the foregoing.

4. Provide details of the warranties provided for the equipment you propose to supply to the City by responding to the items below:

1. For desktops, laptops, monitors and all third-party components, the City’s current practice is to utilize a hardware maintenance service provider to perform all warranty service. All warranty service is expected to be performed by a VAR under an Agreement.

2. The City expects a 3-year, on-site warranty for both desktop and laptop systems. For monitors the City will accept the standard manufacturer’s warranty.

3. For desktops, laptops, and tablets, the City expects the warranty to provide for a one business hour acknowledgement and next business day (between 8:30am – 5:00pm, Monday to Friday, excluding Statutory Holidays) resolution 95% of the time.

4. Proponents should also indicate the costs and general processes for providing support outside of these hours (typically as early as 7:00 am to 8:30 am and 5:00 pm to 10:30 pm on weekdays and 7:00 am to 10:30 am on weekends and holidays), if required by the City.

5. Proponents should submit a package that supplements the manufacturer’s base warranty with an uplift (either from the manufacturer or otherwise) to provide this level of warranty support.

6. Proponents should confirm that the warranty will not be affected by the City’s need to move equipment, perform hardware upgrades (including adding industry standard boards for specialized peripheral devices) and perform software upgrades on desktop and laptop units.

7. Proponents should also describe any additional or alternative programs that they can provide, either as an alternative to the manufacturer’s’ warranties or to complement them to provide the response and resolution times identified for desktop, laptop, and tablet devices.

8. The start date for warranty should not commence prior to the receipt of goods by the City. In the event that equipment is purchased but not delivered (stored on vendor site) the warranty should not start until equipment is delivered.

9. The VAR must register the change of equipment ownership with the OEM within two (2) weeks from receipt of goods date to initiate warranty coverage.

5. Describe the Proponent’s capacity and ability to source and supply data centre devices, client hardware, related software, and related services listed in Part A Section 1.3.

1. The Proponent should describe its ability to supply a broad range of other equipment, including their sources (distributors, manufacturers).

2. Similarly, as requested in Section (j) above, the Proponent should outline what business technologies are available to the City when ordering other computer equipment.

6. The City requires timely installation and expects deployment of equipment to approximately 100 locations within Vancouver. Proponents should provide a detailed approach and methodology which explains how they propose to provide the configuration and deployment services to meet the forecasted equipment volumes specified in Section B – Client Hardware Specifications.

7. The configuration and deployment services only apply to desktops, laptops and monitors which the VAR supplies during the term of the Agreement. Other equipment supplied to the City during the term will be delivered to the designated City site (which could be any site listed in Annex 9 – List of Sites) at no cost to the City (other than the cost of the equipment).

8. The initial replacement program is targeted for completion within four (4) months from the time the Agreement is executed.

1. Proponents should state whether or not they will be able to meet the deployment schedule as outlined within Section B – Client Hardware Specifications, of this Annex 1 and explain what measures they propose to take to ensure the City’s deployment schedule is met.

2. If Proponents do not believe they can deploy the volumes of equipment required by the City by during the first four (4) months of the Agreement, then Proponents should provide an alternate schedule.

3. The Proponent should comment on the City’s proposed deployment methodology as described in this RFP and in Section B – Client hardware Specifications, of this Annex 1 and propose any alternative procedures which they believe will enhance, simplify and/or improve the process.

9. To avoid the delivery of dead-on-arrival (“DOA”) equipment to the City, the City requires that all equipment be tested to ensure that it is free from defect before deployment. The VAR will be responsible for dealing directly with the manufacturer(s) on any DOA equipment. Proponents should confirm whether they have a facility to test the equipment prior to deployment and describe their proposed methodology for testing the equipment. Should equipment be found to have hardware failure within 30 days, the device would be included as a DOA device and replaced by the vendor.

10. Proponents should state how they will perform the configuration and deployment services or propose an alternative deployment approach that addresses at a minimum the following items:

1. Pre-configuration of all new computers with a standard image provided by the City;

2. BIOS upgrade and asset tagging;

3. Installation of MSI-installable applications using Active Directory Group Policies, where applications may vary from one desktop to the next;

4. Migration of any locally stored data files (including Windows user settings) from the old computer to the new, and an approach for subsequently retrieving any files that were missed; and

5. Installation of other applications for which MSI files cannot be created, as an alternative to City staff installing them manually.

11. Please provide responses to the following scenarios:

1. A specific make and model of a laptop computer that has been in the City’s written hardware standard for the past ten months is being declared as coming end-of-sale by the OEM in two months’ time. The City’s Client Hardware Advisory Panel (CHAP) has some ideas of what kind of requirements must be met by this unit’s replacement model. The person who leads CHAP wants to work with the VAR to identify a replacement model. Please describe how you would work with the City to help identify a suitable replacement model.

2. The City’s CHAP has defined basic requirements for a new type of computing device that does not yet exist in the City’s written hardware standard, and would like to see what kind of options there are are on the market. The person who leads CHAP wants to work with the VAR to identify a device that best meets this new need. Please describe how you would work with the City to identify a new computing device.

3. Requirements Specific to the Maintenance of Client Hardware

1. Describe your firm’s experience in hardware maintenance services similar to that required in this RFP during the last three years. Specify client names where applicable.

2. Provide a minimum of three written references from clients for hardware maintenance service as those required by this RFP. By providing this information, the Proponent consents to the City contacting these references, and consents to the City also contacting any other organization for the purposes of evaluating the Proponent’s company and Proposal

3. Provide names, experience, training, responsibilities and certifications for technicians (including subcontractors) to be assigned to the City as either the dedicated technician and/or backup technician. Explain your escalation procedures for dealing with workloads that would prevent a dedicated technician from achieving the City’s stated service levels.

4. Provide details of how you will be able to begin provision of hardware maintenance services for the City post execution of the Agreement. Provide details of any other large maintenance contracts to which you are committed and indicate how you will resource those contracts and the Agreement with the City if selected as the successful Proponent.

5. A single point of contact is an important aspect of the City when evaluating the Proponent’s response. Please indicate how the Proponent can provide a single point of contact for all calls for service.

6. Explain your procedures for handling calls for service, and provide details on how you will provide the Services:

1. Confirm that you can provide maintenance services for the City’s prime shift of Monday to Friday from 8:30 a.m. to 5:00 p.m.

2. Explain your procedures for handling calls for service, and how you accommodate the requirements for:

1. A single phone number that the City will call and or the online process used to initiate service calls. Where possible, preference will be given to automated interface between the city and the vendor.

2. Your method of identifying services calls i.e. call reference number

3. How you will track the City’s own tracking reference number

3. Confirm that you can meet the City’s requirement for acknowledgement of a call for service within one business hour after receiving the initial call

4. Confirm that you can meet the City’s requirement for prime shift response by having a technician on site within four (4) shift hours of receiving the initial call

5. Confirm that you will provide replacement loaner equipment of an equivalent make/model if any repair cannot be completed within eight (8) shift hours, and a permanent replacement if the repair cannot be completed within two (2) weeks.

6. Describe your ability to provide services outside of the City’s prime shift hours (Monday to Friday from 8:30 a.m. to 5:00 p.m.), the process and procedures of requesting this service, and their cost, should the City opt for such services.

6. Provide details on your reporting capabilities and how you will meet the City’s requirements for individual service calls and detailed reporting.

7. Explain how you propose to meet the requirement to provide replacement parts equivalent to those being replaced.

8. Explain your procedures when replacing equipment (e.g. hard drive) that contain data that needs to be restored/replicated on any replacement equipment. Confirm that your technicians will contact the appropriate City IT staff or Help Centre once the new equipment is installed to arrange for support staff to complete any data restore and installation of software.

9. Please describe the general method that the provisioning of technical services will fulfilled. If City resources are required, describe the resources and how they would be used to assist the support. Examples could include parking, workspace, phone, etc.

10. Provide details on how you provide maintenance service in the event that a warranty uplift is required for desktops or laptops to achieve the requirement for an 8-hour response and next business day resolution 95% of the time.

11. Provide details on your service management operations and how you track service levels and service call status, and confirm that you will meet on a regular basis with the City’s IT staff to review these items.

0. REPORTING

5.1 Describe your organization’s ability to provide the City with the following reports:

5.1.1 Global purchase history;

5.1.2 Total hardware purchased; and

5.1.3 Maintenance agreement terms such as expiries and renewals.

5.1.4 EOL disposition report including percentage of devices reused in the community.

5.2 Outline and provide examples of any other reportable details your clients typically value, and any other reports you feel would be of value to the City.

5.3 Describe your ability to provide reports listed in Annex 1 – Section D – Client Hardware Service Reports.

B. Client hardware Specifications

1.0 General

1.1 To enable the City to determine which unit of equipment represents best value, the Proponent should provide pricing based on the detailed specifications provided, based on its knowledge of, and experience with the respective manufacturer's specifications and commitments. Features the City considers significant contributors to the total cost of ownership include (and the Proponent should comment upon):

1. Availability - quality/reliability of the system and its components, warranty terms, local availability of parts and service;

2. Support -quality of technical support available through the manufacturer's website, directly through the manufacturer, and through the VAR. The City needs to be assured that any significant technical issue arising during deployment, or at any time during the equipment lifecycle, will be resolved promptly;

3. Systems Management Features and Tools - hardware features and software tools included at no charge that can facilitate asset, configuration, security and other systems management tasks;

4. Non-Proprietary Construction - the City expects that its technical staff will be able to add industry-standard boards, memory and other hardware without any special training or tools.

1. The City will require sample equipment (desktops, laptops, tablets, and monitors) to be provided to the City prior to deployment so that City personnel can:

1. Create PC images to be pre-loaded by the Proponent prior to deployment;

2. Confirm that the PC hardware, Windows 7 and/or 8 and a sample of City applications (e.g. SAP, Hansen) operate correctly;

2. All desktops, laptops and monitors supplied under the Agreement are required to have achieved Gold registration or higher qualification through the Electronics Products Environmental Assessment Tool (EPEAT) or its successor. EPEAT is the procurement tool designed to help large volume purchasers evaluate, compare, and select desktop computers, laptops, and monitors based upon their environmental attributes as specified in IEEE Standard 1680 for the Environmental Assessment of Personal Computer Products.

3. All desktops, laptops and monitors are required to have qualified for Energy Star version 5.1 (or most recent update).

4. Windows 7 may not be part of the City’s initial deployment (currently the City is engaged in performing a Windows 7 upgrade, but some City departments may not be ready for Windows 7 client devices by the time of their scheduled deployment). In such cases, the City will deploy the devices loaded with Windows XP SP3. Compute devices such as tablets that cannot or should not run XP will have their deployment delayed until such a time when they can be delivered to the department loaded with Windows 7 or 8. It is expected, however, that all client hardware purchased be able to run Windows 7, and in the case of tablets and touch-enabled laptops, Windows 8.

1. Other Requirements for client compute devices (i.e. desktops, laptops, and tablets)

1. The City will require the Proponent to provide sample devices (of different make and model) to the City for hardware evaluation. Proponents should include a detailed description of such a process.

2. The VAR must have the ability to work with different OEMs to provide the City with device drivers based on current and future client operating systems. The Proponent should include a detailed description of such a process. The City in turn will create a set of images to be pre-loaded by the VAR onto the devices prior to delivery and deployment.

2. Hardware Currency

The City is interested in deploying client hardware models that are near the beginning of their lifecycle, to this end:

1. For desktop-class hardware, the City expects a minimum model lifecycle of twelve (12) months with a preference for recently-released models, and expects at least forty-five (45) days’ advance notice of any given model’s end-of-sale date.

2. For laptop- and tablet-class hardware, the City expects a minimum model lifecycle of nine (9) months with a preference for recently-released models, and expects at least forty-five (45) days’ advance notice of any given model’s end-of-sale date.

3. Current Client Hardware Specifications

This section includes the technical specifications of the current standard desktop and laptop. Each Proponent should comment on this as appropriate.

Table 1 Column Definitions:

Device Type: Compute and display devices are divided up, typically different use cases call for different types of devices.

Current Make & Model: The current make and model of hardware device within the City’s written client hardware standard.

Next Generation’s Requirements: The makes and models that currently comprise the City’s standard are coming end-of-life soon, and this column lists the technical requirements for the next generation of hardware units that will be needed within the standard. The requirements listed here will be used to determine the new makes and models for each device type. Specific requirements, in many cases, should be treated as minimums (e.g. Intel 3rd Gen i5 or better).

Four-Year Projected Purchase Quantities: This column simply lists the quantity of units for each of the next generation units that are forecasted to be purchased over the next four years.

Table 1

|Device Type |Current Make & Model |Next Generation’s Requirements |Four Year Projected |

| | | |Purchase Quantities |

|Standard Desktop |Lenovo ThinkCentre M92p |CPU: Intel 3rd Gen i5 |5220 |

| |3212-E4U |RAM: 8GB (expandable to at least 16GB, preferably w/o need to | |

| |Intel Core i5-3470, 4GB RAM, |replace stock modules) DDR3 | |

| |500GB HDD |Hard Drive: 160GB or larger, SATA , min 7200RPM | |

| | |Video: dual monitor support, capable of 1920/1080 on both | |

| | |displays, integrated video, 256MB | |

| | |Optical Drive: Preferred, but not required | |

| | |Audio: required | |

| | |Network: Gigabit NIC | |

| | |Ports: | |

| | |Minimum of 2 USB 2.0 ports (USB 3.0 preferred) | |

| | |Stereo (.35mm) x4 (Mic, Spkr, Headset & Line-in) | |

| | |2 or more native display ports: | |

| | |VGA (req’d) | |

| | |DVI (preferred) | |

| | |DisplayPort (preferred) | |

| | |MiniDisplayPort (preferred) | |

| | |HDMI (preferred) | |

| | |Mini HDMI (preferred) | |

| | |Ethernet (RJ45) | |

| | |Sustainability: Energy Star 5.1, EPEAT Gold | |

| | |Mouse: Optical mouse, USB, 6’ cable, universal mouse design | |

| | |(equally usable in both hands) | |

| | |Keyboard: USB, adjustable angle, 6’ cable | |

| | |Warranty: Min. 3 years onsite parts and labour, next day response | |

| | |time | |

| | |Other: | |

| | |Windows 7 Pro COA | |

| | |vPro chipset preferred | |

| | |Windows 7 certified | |

| | |Security: | |

| | |TPM 1.2 | |

| | |Locking security tab | |

| | |Physical Dimensions: Due to space constraints, the City prefers | |

| | |units that offer as minimal a physical footprint as possible, | |

| | |while also being able to be physically secured to a surface of | |

| | |VESA monitor base (via proprietary or industry standard mounting | |

| | |brackets). | |

|High-Performance |Lenovo ThinkStation S30 |Same as for Standard Desktop except: |85 |

|Desktop |0569-CY5 |CPU: Intel Xeon E5 | |

| |Intel Xeon E5-1620, 8GB RAM, |RAM: 16GB (expandable to 32GB preferred) | |

| |NVIDIA Quadro 2000, 500GB |Hard Drive: | |

| |SATA & 128GB SSD |Primary drive: SSD (min 100GB) | |

| | |Secondary drive: SATA 7200rp (300GB min) | |

| | |Optical Drive: Internal DVD/RW required | |

| | |Video: Autodesk certified video card with dual monitor support, | |

| | |digital out, 1GB. NVidia preferred. | |

| | |Physical Dimensions: conventional tower chassis is acceptable | |

|Standard Laptop |Lenovo Thinkpad T530 |CPU: Intel i5 |90 |

| |2394-63U |RAM: 8GB | |

| |Intel Core i5-3320M, 4GB RAM,|Optical Drive: DVD-RW | |

| |500GB HDD, Intel HD Graphics |Hard Drive: 160GB or larger, SATA , min 7200RPM | |

| |4000, DVD RW, Webcam, |Video: 256MB memory, can drive external monitor at 1920x1080 | |

| |Bluetooth, Intel 6205 AGN |Network: Gigabit NIC, and WiFi N class network | |

| |Wi-Fi |Ports: (min. 2) USB 2.0 (USB 3.0 preferred), external display | |

| | |support (VGA required, also HDMI or Display Port preferred). | |

| | |Available docking station or port replicator required (at a | |

| | |minimum the ability to fully support an industry-standard USB port| |

| | |replicator). | |

| | |Sustainability: Energy Star, EPEAT Gold | |

| | |Display: 15” viewable, widescreen | |

| | |Warranty: Min. 3 years onsite parts and labour, next day response | |

| | |time | |

| | |Other: | |

| | |vPro chipset preferred | |

| | |Windows 7 Pro COA | |

| | |Windows 7 certified | |

| | |Preferred: Windows 8 certified | |

| | |Built in sound & speakers | |

| | |Bluetooth | |

| | |Native webcam req’d, preferably 720p | |

| | |Available options: | |

| | |Docking station offering: full size monitor, keyboard, mouse, | |

| | |Gigabit NIC, add’l USB ports | |

| | |Cable Lock | |

| | |4G/LTE or 3G integrated cellular data modem | |

|Ultrabook |Lenovo X1 Carbon |Same as Standard Laptop, except… |150 |

| |3448-3AU |Conform to “Shark Bay” Ultrabook industry specifications. | |

| |Intel i5 427U, 4GB RAM, 128GB|(no DVD-RW needed, smaller display okay, Solid State HDD req’d, | |

| |SSD, 14” LCD display | ................
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