UDT
City of South Miami
RFP # IT-2014-01
Due: November 25th, 2013 10:00AM
United Data Technologies
8825 NW 21 Terrace
Doral, FL 33172
Phone: 800-882-9919
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Table of Contents
Title Page
Letter of Interest
Qualifications and Experience
Approach
Scope of Services/Deliverables
Service Delivery/Organization Chart
Incident Management
Event Management
Change Management
Escalation Process
Resume - Richard Reynoso
Restriction on Representation
Required Documentation
References
Florida State Certificate of Good Standing
State of Florida Contractor's License
State of Florida Spec Electrical License
Public Entity Crimes and Conflicts of Interest
Drug Free Workplace
No Conflict of Interest/NonCollusion Affidavit
Acknowledgement of Conformance with OSHA Standards
Related Parties Transaction Verification Form
Pricing Proposal Sheet
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Qualifications and Experience
1. Provide a brief discussion of the firm's understanding and approach to the work described
herein.
UDT Response:
United Data Technologies (UDT) proposal provides key service solutions and carries with it our total
commitment to the success of The City of South Miami.
UDT understands The City of South Miami's primary objectives for this outsourcing initiative as
outlined in the RFP. We believe by outsourcing these services to UDT, The City of South Miami will
be able to:
Reduce Cost
Improve focus to the core business
Gain access to world-class capabilities
Free internal resources to work on more strategic initiatives
Shared risk
The experience and knowledge of Many for less than the cost of ONE
Focus internal talent on strategic projects
Gain visibility into system performance
Improve system uptime
Access hard to find IT skills
Transform 8X5 support to 24x7 support
Extend supported system types
Gain control of your predictable costs
Reduction of IT cost per employee
Corporate and government compliance
In addition, moving from the proposal, due diligence and transition stages to steady-state operations
quickly and effectively is key to a successful implementation.
UDT is positioned to develop and execute best-in-class practices and to deliver a strong value
proposition to The City of South Miami. In bringing both a clear vision and practical solutions to the
successful outsourcing of The City of South Miami NOC, our overriding goal is to deliver a flexible
solution that maximizes the quality of services desired at an affordable cost.
The City of South Miami Objectives
Based on our careful review of the RFP, UDT understands that your overriding objectives are to
partner with a provider that has the flexibility and skills to proactively meet the growth and challenges
of the environment. Specifically, The City of South Miami desires to partner with a provider that will
achieve its business objectives to:
• Partner with The City of South Miami in meeting commitments to end-users/customer of IT
• Flexibility in making changes to the environment
• Provide high availability service levels
• Creativity in developing solutions based on changes and growth
• Provide a cost effective approach to the solutions
• Bring to the table best in class solutions from a stable and secure provider
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UDT’s Managed Services Solution proposed for the City of South Miami
UDT’s Managed Services Solution provides the deliverables and is a direct match for the requirements
of The City of South Miami.
Manage Care
UDT’s Managed Plus Service Level takes advantage of all features and capabilities in all the
Service Level’s. In this service level the engineer will not only take ownership of incident but will
also deploy on-site resources if needed. Depending on the offering for Manage Plus, it will also
extend pro-active responsibilities such as patch management, IOS updates, back-up and MAC’s.
Manage Plus can also provide organizations on-site resources (UDT’s Co-IT offering) and staff
augmentation.
Solution Components
Network Operation Center (NOC)
UDT’s NOC is located in Doral, Florida. This NOC is classified as a Tier 3 hardened facility with
backup in Nashville, Tennessee.
Management is provided 24x7x365 by UDT employees. Monitoring and management are provided
through UDT NOC and Service Desk, utilizing the ITSM (ITIL based) service management processes.
How This Will Occur—to deliver and manage these services seamlessly and efficiently, it is
necessary to define a transition period where activities required for delivery are planned, designed,
and implemented. To meet The City of South Miami’s schedule for implementation, these activities will
occur in the following phases:
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Partnership Benefits
The benefits of a THE CITY OF SOUTH MIAMI - UDT partnership for this initiative include:
• Ease of Transition—UDT's approach to this outsourcing is to transition from existing
internal delivery organizations to UDT, without disruption to THE CITY OF SOUTH MIAMI's
business, while managing to improved levels of service.
• Competitive Pricing—UDT will not only provide a high level of service to THE CITY OF
SOUTH MIAMI but also match it with a competitive price that we believe will deliver true
value unmatched in the industry.
• Focus on Core Competencies—UDT frees your IT managers from day-to-day operational
management, without losing control, to focus on more strategic business issues like
improving shareholder value.
• Capture Specialized Expertise—UDT will apply its years of expertise in delivering
Managed Service solutions to clients with similar environments.
• Disciplined Management Process—UDT is able to deliver consistent service worldwide.
UDT implements uniform delivery methodologies, standard operating procedures, and tools
across its NOCs and throughout the delivery infrastructure.
• Increased Flexibility—the UDT Services Organization’s core competency is delivering all
aspects of IT Operations support. UDT has the ability to co-ordinate its ongoing activities
with THE CITY OF SOUTH MIAMI’s current growth path, not only in the Managed Hosting
but also in the areas of Desktop, Printing, Messaging and others, if required.
• Risk Avoidance—by selecting UDT, THE CITY OF SOUTH MIAMI minimizes risks
associated with outsourcing to a less experienced, less financially stable service provider.
• A Proven Management Framework—UDT has created a management framework that
combines proven methodologies, dedicated infrastructure, and customized processes to
give you a high quality, value-based, Managed Hosting offering that integrates discrete
services into a single solution to deliver:
o A “single point of accountability” for all IT services.
o Common management reporting and controls.
o Consistent quality worldwide.
—
• Best Practices: Powerful Processes, Practices, and Tools—the power of our Managed
Services offering comes from more than the utilization of world-class tools. The foundation
of our framework is the methodologies, processes, and infrastructure that benefit your IT
environment by utilizing industry best practices.
The UDT Difference: A Trusted Partner with Depth and Breadth
UDT’s reputation as a world-class IT service provider is based on many factors. Three of the most
significant factors include our long-term alliances/partnerships, our proven processes/methodologies,
and most importantly, the sheer will and determination to succeed. It is upon this foundation of
confidence that we position both THE CITY OF SOUTH MIAMI and UDT for continuing success.
UDT maintains strategic alliances with world-class technology providers (such as, Microsoft, Cisco,
HP, Barracuda, NetApp, and Citrix). These ongoing, multi-level affiliations enrich our outsourcing
solutions immeasurably.
Our dedicated delivery resources include: state-of-the-art client support facilities, network expertise,
advanced telecommunications systems, vendor-certified product experts, and integrated support
systems.
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Summary
UDT is ready to meet THE CITY OF SOUTH MIAMI’s technology needs. Managed Hosting provides
you with the infrastructure, financing, and services to help you keep pace with ever-changing
technology requirements.
A quick summary of the costs provided include a total monthly price of $14,583.00.
The pages that follow give you a detailed view of the services we are proposing and the pricing to
implement this managed solution in your environment. We look forward to providing these services to
THE CITY OF SOUTH MIAMI
2.1 Scope of Services / Deliverables
The following table provides a detailed plan to address each item related to the requested scope of
Services as defined with the RFP. For each item in the table, please note our response to whether we
are proposing to provide the following requested scope with one of the following indicators (Yes =
supported in the proposal, No = not supported in the proposal, Partial = partially supported by the
proposal). Each described piece of scope represents the minimum expectation of capabilities and is
not all inclusive. Additional explanations/clarifications are provided to fully explain capabilities where
needed.
Scope of Services Service is Delivery Description Supported
by UDT
IT Project Management All Managed Service customers are
assigned a dedicated MSP Account
Manager
YES
Annual Assessment MSP Account Manager delivers IT
System Assessment Annually
YES
Desktop Applications Support
and Maintenance
Desktop applications and maintenance
are supported in both UDT Managed
and Managed Plus service offerings
YES
Server Administration Services Server Administration Services is offered
with both UDT Managed and Managed
Plus service offerings
YES
Network Administration Services LAN/WAN Network Administration
Services is offered with both UDT
Managed and Managed Plus service
offerings
YES
Security Security Services such as
Antivirus/Malware/Anti-spamming are
offered with both UDT Managed and
Managed Plus service offerings
YES
Strategic Planning MSP Account Manager delivers
Quarterly Business Reviews where
strategic IT Planning can occur
YES
Website Support Website Support Services is offered with
both UDT Managed and Managed Plus
service offerings. Note – Web site
support is limited to the underlying web
servers. Web development is not
supported.
YES
Software/Third-Party
Applications Services Oversight, management and supervision
of all third party desktop, server, and
web-based applications is included with
UDT Managed and Managed Plus
YES
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service offerings
Communications (Phone,
Cellular Phones, Voicemail)
Support
Oversight, supervision, and
management of communication systems
is included with UDT Managed and
Managed Plus service offerings
YES
Emergency Services Emergency technical, communication,
and IT support services in the event of
emergency situation with both Managed
and Managed Plus service offerings
YES
City’s IT Liaison Assigned MSP Account Manager will be
available for any meetings as directed
by the City Manager
YES
City’s Channel 77 and the
recording of all Regular
Commission Meetings
Manage the cameras and other
recording production equipment.
YES
City’s ERP System ERP Systems will be supported with the
help of SunGard with either the
Managed or Managed Plus service
offerings
YES
Public Records Requests Public record requests made by the City
or by third-parties for records involving
email searches will be included within
both Managed and Managed Plus
Service offerings
YES
On-site Service Technician On-site Service Technician(s) will be
provided vie UDT’s Cooperative IT (Co-
IT) MSP Component
YES
Tier 1- 3 Support Tiered support is included as outlined in
the RFP
YES
Backup verification and rotation
of backup media UDT can and will monitor the backup
process for successful run. UDT will
maintain configuration backup for all
devices being managed by UDT in this
agreement.
YES
Desktop support Desktop support and maintenance are
supported in both UDT Managed and
Managed Plus service offerings
YES
Helpdesk complete with ticketing
system and metrics
UDT uses ConnectWise as our ticketing,
helpdesk and tracking system.
ConnectWise has several out of the box
API’s to integrate with other ticking and
incident management systems.
Additionally, UDT can provide The City
of South Miami with ConnectWise as-a-
services.
YES
Maintenance of all Operating
System updates and software
updates
Patch Management is included with both
UDT Managed and Managed Plus
service offerings
YES
Management of hand-held
devices Manual Mobile Device Management is
included with both UDT Managed and
Managed Plus service offerings
YES
Management of office phone Phone System Management is included YES
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system with both UDT Managed and Managed
Plus service offerings
Management of website,
including functionality as aided
by website creator when
applicable, (content maintained
by departments)
Website Support Services is offered with
both UDT Managed and Managed Plus
service offerings. Note – Web site
support is limited to the underlying web
servers. Web development is not
supported.
YES
Manage and maintain the video
security system Layer 1 network management of the
video security system is included with
both UDT Managed and Managed Plus
service offerings
YES
Additional related tasks as
required by the City Manager MSP Account Manager will coordinate
all requested task required by the City
Manager
YES
Perimeter Security
Management of perimeter security is
included with both UDT Managed and
Managed Plus service offerings
YES
Design/implementation of
network topology changes MSP Account Manager will coordinate
all requested designs changes and
implementations to the City of South
Miami network topology
YES
IT related purchasing activity
review and recommendations
MSP Account Manager will coordinate
all purchase requisition and
recommendations as needed
YES
Management of Senior
Engineers
Oversight of all senior engineers will
coordinated by the assigned MSP
Account Manager.
YES
Management of onsite System
Administrator
Oversight of all systems administrators
will coordinated by the assigned MSP
Account Manager.
YES
Liaison with City Manager and
Finance Director
MSP Account Manager will act as the
liaison between UDT and the City
Manager/Finance Director
YES
Review of monthly helpdesk
metric
MSP Account Manager will provide and
review month service desk metrics
YES
Overall design and planning for
IT
MSP Account Manager will coordinate
all requested IT designs and planning
for City of South Miami network topology
YES
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3.1 Service Delivery
United Data Technologies (UDT) service delivery organizational support structure consists of the
following:
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The following is an explanation of each of UDT’s Service Delivery Organization support structure roles:
1. VP of Sales and Professional Services – Responsible for the operation support structure
of corporate commercial sales and professional services.
2. Director of Service and Business Development – Responsible for the continual
development and improvement of Services and Business offerings.
3. Manager of Managed Services – Accountable for the successful execution of UDT’s
managed Services which included, but not limited to, Service Delivery and Remote
Managed Monitoring.
4. Process Engineers – Dedicated process resources with the skill sets to design and
improve processes.
5. CMS and Business Analysts – Dedicated case management system resources and
Business analysts dedicated to the integration and automation of business processes and
tools.
6. RMM and Business Analysts – Dedicated Remote Managed Monitoring resources and
business analysts dedicated to the integration and automation of monitoring technologies,
processes and tools.
7. Level 1 Team – Dedicated onsite engineer responsible for all of level one call handling and
resolution. Incident management work flows initiate at Level 1 with the goal of providing a
high first call resolution rate.
8. Level 2 Team - Dedicated team responsible for all of level two escalations and resolution.
Level 2 escalations occur either when Level 1 Service Level Agreements (SLA) is breached
or when incidents are manually escalated.
9. Level 1 and Level 2 dispatch – Dedicated resources for physically onsite visits or “boots
on the ground”.
Level 3 Team - Dedicated team responsible for all level three escalations and resolution. Level 3
escalations occur either when Level 2 Service Level Agreements (SLA) is breached or when incidents
are manually escalated. Level 3 consist of resources with the high level technological knowledge and
industry certifications.
With our on staff ITIL certified professionals, UDT work with customers at various Service Delivery
maturity levels in ensuring that ITIL best practices either implemented or improved upon. The
following illustrates at a high level, the five phase methodology followed at UDT:
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1. Service Strategy – Design, develop and implement IT organizations capabilities.
2. Service Design – Designs the Infrastructure, processes and support mechanisms needed to
meet the availability requirements to the customer
3. Service Transition – Validated that the service meets the functional and technical fitness
criteria to release to the customer
4. Service Operations – Monitors the ongoing availability being provided. During this phase UDT
also manage and resolve incidents that affect service availability.
5. Continuous Service Improvement – Ensures improvements to the IT Management
Processes and IT Services.
Processes within the service delivery phases apply to customers differently and UDT will work with
the customer to identify which processes would benefit the organization and prioritize them
accordingly. However, the following processes (Incident Management, Event Management, Change
Management and Escalations) are common across most IT organization and are typical executed as
part of the onboarding process:
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Incident Management
The following flowchart illustrates UDT’s Incident Management Process.
Event Management
The following flowchart illustrates UDT’s Event Management Process.
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Event Management
The following flowchart illustrates UDT’s Event Management Process.
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Change Management - Change management process varies with an organization.
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Escalation Process - Escalation process varies by service type and/or technologies with an
organization.
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2. A resume of the Respondent’s designated contact person, and resumes of the individuals who
will attend meetings and have primary responsibilit y for work performed for the CSM as it pertains
to this contract.
UDT Response:
Please see below resume for Richard Reynoso. Richard will be the technical point of contract and will
have primary responsibility for the work performed for CSM.
3. A disclosure of the following: (a) any relationships between the firm and any Commission
member, his/her spouse, or family: (b) any relationship between the firm and any business or
entity owned by a Commission member or their family or in which a Commission member or their
family has or had an interest; (c) any other inform ation concerning any relationships between the
firm and any Commission member which the Applicant deems might be relevant to the Commission’s
consideration; and (e) a “conflict list” if same is maintained by the firm.
UDT Response:
UDT hereby certifies that to our knowledge UDT does not a.) Knowingly employ a City of South Miami
employee or family member b) knowingly allows a City of South Miami’s employee or family member
to own or have material personal financial interest directly or indirectly c.) Knowingly engage in
material personal business transaction with City of South Miami employee or family member.
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Restriction on Representation
Neither the individual(s)/firm, nor any of his/her/its employees shall be permitted to represent any
client before the Commission or any Committee, department or agency of the CSM, and shall
agree not to undertake any other private representation which might create a conflict of interest
with the CSM. The individual(s)/firm may not represent any Commission member, individually, or,
any member of their family or any business in which the Commission member of their family has
an interest.
UDT Response:
UDT has read and acknowledged.
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Required Documentation
i. Proof of authorization to transact in the state of Florida from the Florida Secretary of State, for
Prime as well as supporting firms.
UDT Response:
UDT has read and acknowledged. Please find attached Certificate of Good Standing for the State of
Florida.
ii. Current and valid State of Florida Contractors License.
UDT Response:
UDT has read and acknowledged. Please find attached State of Florida Contractors License.
iii. Proposed organization chart identifying key professionals and their area of responsibilities.
UDT Response:
Please section 3.1 for Organization chart included in service delivery.
iv. List of recent clients and references with contact names and telephone numbers.
UDT Response:
Reference #1:
Urban League of Broward
560 NW 27th Ave, Fort Lauderdale, FL 33311
Alwayne Burke
954-625-2508
aburke@ulbcfl.org
Reference #2:
Christopher Columbus High School
3000 SW 87 Avenue, Miami, FL 33165
Elena Alvarez
(305) 223-5650 x2257
ealvarez@columbushs.com
Reference #3:
St. Thomas Aquinas
2801 SW 12th St, Fort Lauderdale, FL 33312
Father Vincent Kelly
954-581-0700
Vincent.kelly@aquinas-sta.org
v. Respondents ”Public Entity Crimes and Conflicts of Interest,” shall be completed and
provided with the proposal submittal.
UDT Response:
UDT has read and acknowledged. Please find completed Public Entity Crimes and Conflict of Interest
Form.
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vi. Respondent's “Drug Free Workplace” form shall be completed and provided with the proposal
submittal. Drug Free Workplace: Failure to provide proof of compliance with Florida Statute
Section 287.087, as amended, when requested shall be cause for rejection of the response as
determined by the City.
UDT Response:
UDT has read and acknowledged. Please find completed Drug Free Workplace Form.
vii. Respondent's “No Conflict of Interest/Non Collusion Affidavit,” shall be completed and
provided with the proposal submittal.
UDT Response:
UDT has read and acknowledged. Please find completed the No Conflict of Interest/Non Collusion
Affidavit.
viii. Respondent's “Acknowledgement and Conformance with OSHA Standards,” shall be
completed and provided with the proposal submittal.
UDT Response:
UDT has read and acknowledged. Please find completed the Acknowledgement and Conformance
with OSHA Standards Form
ix. Respondents “Related Parties Transaction Verification Form,” shall be completed and
provided with the proposal submittal.
UDT Response:
UDT has read and acknowledged. Please find completed the Related Parties Transaction Verfication
Form
x. Price Proposal Sheet
UDT Response:
See attached completed Price Sheet
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State of Florida
Department of State
I certify from the records of this office that UNITED DATA TECHNOLOGIES,
INC.is a corporation organized under the laws of the State of Florida,filed on
March 23,1995.
The document number of this corporation is P95000023595.
I further certify that said corporation has paid all fees due this office through
December 31,2013,that its most recent annual report/uniform business report
was filed on November 20,2013,and its status is active.
I further certify that said corporation has not filed Articles of Dissolution.
Given under my hand and the
Great Seal of the State of Florida
at Tallahassee,the Capital,this
the Twentieth day of November,
2013
Authentication ID:CC9609575544
To authenticate this certificate,visit the following site,enter this
ID,and then follow the instructions displayed.
https://efile.sunbiz.org/certauthver.html
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The Proposed Base Fee Schedule is for each of the support services listed in the
PRICE PROPOSAL SHEET
Scope of Services of
this RFP. The Proposed Fee Schedule should include the base fee for all support and required services
up to forty (40) hours and five (5) service days per week. Any additional services provided beyond the
proposed base amount shall be provided and listed at the hourly rates over the base fee amount. Any
additional service over the base fee amounts, must be pre-approved by the Chief Financial Officer.
Additional service fees should not exceed the City’s budgeted amount in the City’s FY 13-14 budget for
IT support services. Notwithstanding anything to the contrary contained herein, the schedule for
services shall be determined by the Chief Financial Officer his or her sole discretion. Fee schedule shall
be inclusive of any travel expenses incurred. In other words, if the IT Consultant’s base price includes
any and all after hour emergencies, special projects, and/or the recording of after hour public meetings,
Favorable consideration will be provided to “flat-fees”, or “not-to-exceed”
proposals
All Inclusive Base Price:
.
Year 1 $_________________
Year 2 $_________________
Year 3 $_________________
Three-Year
Total $_________________
Option to Renew:
Year 1 $_________________
Year 2 $_________________
*Option #1
After Hour Meetings Requiring Recording
Estimated at 250 Hours Annually:
Per Hour Rate: $___________________
*Check if Included in the Base Price Amount ___________
Option #2
Hourly Rate over the Base Price for After Hour
Emergencies, Special Projects, etc.:
Per Hour Rate: $___________________
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175,000.00
175,000.00
175,000.00
525,000.00
165,000.00
165,000.00
95.00
NA
110.00