11/14/2018
Request for Proposal IT Infrastructure & Helpdesk Services
ISSUED DATE: Nov 14, 2018
SUBMISSION DATE: Dec 18, 2018 AT 4:00 PM ATL
RFP COORDINATOR:
Mr. Dwight Furbert, VP of Finance and Operations
Bermuda College - 441-239-4004, 21 Stonington Avenue, Paget
11/14/2018 BERMUDA COLLEGE
2
11/14/2018 BERMUDA COLLEGE
3
Table of Contents
1 Request for Proposal (RFP) ............................................................................................... 4
2 Introduction to Bermuda College ................................................................................... 4
3 Overview of Current Bermuda College IT Environment ................................................ 5
4 Value Added Service Requirements .............................................................................. 6
5 Selection Criteria .............................................................................................................. 7
6 Response Contents and Format ...................................................................................... 7
7 Information Requirements ............................................................................................... 7
7.1 Corporate Information .................................................................................................. 7
7.2 Proposed Approach and Solution ............................................................................... 8
7.3 Support ........................................................................................................................... 9
7.4 Financials ....................................................................................................................... 9
8 Communications and Response .................................................................................. 10
9 Notification of Intent to Respond and Clarification Questions ................................... 10
10 Response Delivery Instructions ................................................................................... 10
11 Vendor Presentations .................................................................................................. 10
12 Key Dates ..................................................................................................................... 10
13 No Obligation .............................................................................................................. 10
14 Agreement of Non-Disclosure .................................................................................... 11
Appendix A – Vendor Response Check List ................................................................ 11
Appendix B – Hardware ................................................................................................ 12
Appendix C – Systems and Auxiliary Software ............................................................ 13
Appendix D – Application Software ............................................................................. 14
11/14/2018 BERMUDA COLLEGE
4
1 Request for Proposal (RFP)
The Bermuda College invites you to respond to this Request for Proposal (RFP). The focus of the
RFP is to select a single organization to provide IT managed services to Bermuda College over a
three year period, beginning on June 2019 and ending no later than May 31, 2021. Following
the initial term, there is a possibility to renew this contract for multiple two year terms.
2 Introduction to Bermuda College
The Bermuda College (BC) was created by the Parliament of Bermuda via the passage of the
BC Act in 19741. The College is Bermuda’s only post-secondary institution and has a total
enrollment of approximately 1,000 students covering both the traditional and non-traditional.
Bermuda College offers a range of programmes at Associate Degree, Certificate and Diploma
levels, as well as professional and vocational courses. The full listing of its programmes and
professional courses are on the College website, www.college.bm. Bermuda College is
accredited by the New England Association of Schools and Colleges (NEASC), Inc.
Bermuda College is dedicated to maximizing opportunities for students and staff to flourish
academically and professionally, and views Technology as a key element in achieving this goal.
This RFP is being put forth as a result of a contractual expiration. Its goal is to build on current
successes, remove any access barriers while leveraging emerging technologies such as cloud-
based services, an active learning environment and a seamless access to personal devices. The
end-user experience is a top priority for Bermuda College users and forms the basis for measuring
the success or failure of any service provisioning.
11/14/2018 BERMUDA COLLEGE
5
3 Overview of Current Bermuda College IT Environment
Currently, the Bermuda College’s IT services is built around the Virtual Desktop Infrastructure (VDI)
which was implemented in 2011. The VDI allow students, faculty and staff to access IT resources
(desktop, printers, files, software applications) irrespective of their geographic location and time
(‘anytime, anyplace access’) using a variety of College owned and end-user devices. The VDI
configuration is non-persistent, meaning that users get a fresh virtual desktop image when they
log on.
Supporting our VDI implementation are various systems software comprising Citrix’s Xendesktop
and NetScaler, VMWare VSphere and Nimble all-flash SAN. The server infrastructure are mostly
HP ProLiant blade servers distributed between two enclosures which are located in each data
center. The Bermuda College owned end-user devices consist of a mixed-platform of
approximately 300 ThinkPad/Lenovo laptops and 200 HP/Apple/Lenovo PCs. All wireless
connections are provided via approximately 80 Fort iGATE’s 221C, 222C and 321C access points.
Most employees’ PCs, printers, Mitel VoIP telephone sets, and a number of computer lab PCs
and printers are hardwired to Cisco switches via Ethernet ports. However, the BC issued laptops
and the newly acquired all-in-one PCs can connect either wirelessly or via the Ethernet
connections. Cisco Nexus 9300, 4500, 3750 and 3560 together comprise the core system and
distribution points for end devices. Bermuda College plans to replace all 4500, 3750 and 3560
cisco switches with stackable nexus 9300 switches in the coming months.
The perimeter defense is currently being handled by Check Point firewall appliances, but a plan
is underway to decommission Checkpoint and elevate Fort iGATE 600D appliances to perimeter
defenses. This is necessary as Check Point is no longer under the manufacturer’s support
contract.
To ensure a high availability of IT systems and services, BC operates and maintains two active
data centers on campus connected by a 20-Gigabit fiber link. The two data centers provide
mutual replications of data and VMs between them. Although each data center is equipped
with servers, SAN, firewall, etc., services are distributed between the two and none can
independently service the entire College during a planned or unplanned unavailability without
a manual relocation of services. Mutual replications are achieved via the VMware’s replication
service, and are done on an hourly basis. Currently, daily snaps are kept for one week.
Bermuda College has acquired a data domain appliance as part of its overall backup and
archiving strategy but it has yet to be fully implemented.
Bermuda College IT services include both generic and specialized software applications in order
to meet both the academic and administrative needs of the institution. As a Microsoft Campus
Agreement subscriber, the College has access to most of the vendor’s productivity software
including development tools and operating systems. These software are installed locally and
published to end users via the VDI or on College owed computers. In addition, there are also
other generic non-Microsoft applications that are used for instructional purposes. Specialized
applications include the online subscription-based Learning Management System (Moodle),
Student Information System (CampusNexus Student), and Business Accounting Software
11/14/2018 BERMUDA COLLEGE
6
(Microsoft Dynamics GP). With the exception of Moodle, both CampusNexus Student and
Dynamics GP are provisioned on-premises. Appendices B, C, and D include tabulated lists of
the current BC IT infrastructure depicting the hardware, software and other ancillary
applications.
Bermuda College is currently under contract with a local vendor to support the College’s
network infrastructure and helpdesk services. This contract will expire on May 31st, 2019 and the
new contract, whether with the incumbent or with a new provider, is expected to start June 1,
2019. This RFP is being issued at this time to allow for sufficient time for a smooth transition if
required.
4 Value Added Service Requirements As part of this RFP, the following services are the current priority items for Bermuda College:
Examples are listed below
• End-User Experience – This is a top priority for the Bermuda College community. This
includes, but not is limited to service availability, accessibility and reliability.
• Remote backup – Executing a nightly backup plan for the critical servers, including a
regularly-tested recovery process.
• Technology strategy planning – Working with current IT staff and user group to develop a
long term strategic technology plan. The plan will take advantage of new and existing
technologies to produce a pragmatic and effective future roadmap that enables the
institution to fulfill its mission.
• Solution design – Solution packages (e.g., hardware, software, licensing) and associated
consolidation of data
• Network and email system monitoring – 24/7 monitoring of Bermuda College’s network
and email services with proactive communication and escalation procedures based on
the severity of any unscheduled outages.
• Procurement management – Selection of commercially rated equipment, order
placement, order tracking, shipping, equipment returns, and sourcing and ordering of
replacement parts.
• Warranty, break fixes and installation – Planned and on-call services, including
emergency response to server issues.
• Technical support – Ability to support Bermuda College’s inquiries as required, via help
desk, including support for remote users.
• Reporting and communication – Ensuring monthly reporting on all purchases, assets,
current activities and issues, and project status reports.
• IT policy review and development – Development of customized policies related to the
use of technology.
• Implementation planning and guidance – Assistance in deployment planning and
execution.
• Image development and management services – Assistance in planning and designing
standard images.
• Image loading – Prior to delivery and installation.
11/14/2018 BERMUDA COLLEGE
7
• PC deployment – Delivery and setup of machines on-site.
• Documentation – Documentation of all software and hardware configurations, and
processes.
• Life cycle management of hardware units – Process for end-of-life notification,
replacement, and asset decommissioning/disposal.
• Software licensing control – Oversight of automatic renewal of software applications and
maintenance of appropriate documentation
• Warehousing – Maintain an inventory of standard stock units on behalf of Bermuda
College
5 Selection Criteria Bermuda College will use multiple criteria to select the most appropriate partner. The following
list summarizes the major qualitative areas that will be evaluated, along with their overall
weighting.
• Industry expertise and experience
• Demonstrated customer service quality and support
• Previous relevant experience
• Vendor strength and stability
• Account management
• Reporting capabilities
• Financial considerations
6 Response Contents and Format Please complete all sections of the RFP. If additional material is required for one or more
questions, please label attachments clearly and reference them in your response. Your
response to this RFP will serve as the basis for the consideration of your potential as a partner.
7 Information Requirements For the purposes of understanding more about your company and your ability to successfully
fulfill this important Bermuda College requirement, please provide the information below as part
of your response, clearly referencing each specific question.
7.1 Corporate Information
1. Give a brief overview of your organization’s involvement in providing IT value added
services in the marketplace.
2. How long has the organization been in this business and what is your current market
share?
3. Indicate the number of employees in your organization. How many of those are
dedicated to account management and/or technical support?
4. How many are full-time vs. contract?
5. What differentiates your organization from your competitors in the marketplace and how
will this be relevant to us?
6. Will you subcontract any components of the proposed solution to third party
organizations? If so, please describe the components to be subcontracted and provide
11/14/2018 BERMUDA COLLEGE
8
details of any agreement in place with the subcontracted firm/individuals as well as a
summary of past work that you have successfully completed together.
7. Please describe your organization’s experience in transitioning clients to public or private
cloud technology from more traditional IT service models.
8. Please provide details of three current customer accounts that are similar in scope and
requirements to those of Bermuda College.
7.2 Proposed Approach and Solution
1. Please provide a proposed work plan for a transition to your organization as a Bermuda
College preferred vendor. Specifically, provide the following information:
i. Key activities
ii. Timing
iii. Information/resource requirements from Bermuda College
iv. Deliverables
v. Key milestones, checkpoints, and other decision points
2. If we elect to move forward with your organization, what Bermuda College resources
would you require (e.g., information, data, staff resources, communication) during the
course of migration and on an ongoing basis?
3. Please identify the team that will be assigned to the account and describe how you plan
to interact with us and any third party providers that may provide services to Bermuda
College.
4. Please describe your experience in providing the following value-added services:
a. Remote backup
b. Cloud based provisioning of services, e.g., O365
c. Technology strategy planning
d. Solution design
e. Network and email system monitoring
f. Procurement management
g. Warranty, break fixes and installation
h. Technical support, including remote user support
i. Reporting and communication
j. IT policy review and development
k. Implementation planning and guidance
l. Image development and management services
m. Image loading
n. PC deployment
o. Life cycle management of hardware units
p. Software licensing control
q. Warehousing
5. Can you provide specific examples of how you have worked with customers that began
with significant technology limitations and helped to successfully transform them into
organizations with well planned and executed technology strategies? What were the
critical success factors in this transformation?
11/14/2018 BERMUDA COLLEGE
9
7.3 Support
1. Describe fully your technical support options including the assistance request process,
escalation process, support hours, response times, staffing levels, staff expertise, and
physical location of the help desk.
2. Please provide details on your standard reporting capabilities.
3. Describe any documentation and support (e.g. user manuals, online help, interactive
demos, web-based seminars, and online knowledge base) that will be available, both
from the technical perspective and the end user perspective.
4. What options are available for user training and technical training that may be required
by our staff?
5. How do you monitor customer satisfaction and quality assurance on an ongoing basis
and how might we benefit from this process?
7.4 Financials
1. Describe the pricing model(s) that you typically employ for your standard services.
2. What is the standard markup that you charge on the following types of technology units:
a. Desktops
b. Laptops
c. Servers
d. Other hardware (switches, Access Points, etc.)
e. Software
3. Please indicate the charges associated with each of the following services, including the
key driver of each cost and whether it is included in a standard per unit cost vs. charged
on an ad hoc basis.
a. Remote backup
b. Technology strategy planning
c. Solution design
d. Network and email system monitoring
e. Procurement management
f. Warranty, break fixes and installation
g. Technical support
h. Reporting and communication
i. IT policy review and development
j. Implementation planning and guidance
k. Image development and management services
l. Image loading
m. PC deployment
n. Life cycle management of hardware units
o. Software licensing control
p. Warehousing
11/14/2018 BERMUDA COLLEGE
10
8 Communications and Response Mr. Dwight Furbert is the designated Bermuda College representative for this initiative. For any
information relative to this RFP, please direct all inquiries to his contact information as follows:
Mr. Dwight Furbert, VP of Finance and Operation
Bermuda College
(441)239-4004
9 Notification of Intent to Respond and Clarification Questions Please indicate your intention to respond, by email, to the above email address by the Intent to
respond and Questions Due date outlined in the Key Dates table below. In addition, please
provide the contact details of the individual responsible for coordinating your RFP response. At
the same time, we ask that you submit any clarification questions regarding the RFP. Answers
will be provided to all respondents by the Answers Provided date.
10 Response Delivery Instructions Please submit an electronic copy of your proposal to the email address indicated in the
Communications and Response section above. All responses must be received on or before
close of business (4:00 pm ATL) on the Proposals Due date indicated in the Key Dates table
below.
11 Vendor Presentations Our intention is to hold presentations/demonstrations with one or more firms on the Presentations
dates indicated in the Key Dates table below. The presentations will be held at Bermuda
College at College Center, Third Floor, 21 Stonington Avenue, Paget.
12 Key Dates
Event RFP Issued
Intent to Respond and
Questions Due
Answers
Provided Proposals Due Presentations
Date
Nov 14, 2018 Nov 16, 2018 Nov 23, 2018 Dec 18, 2018
Week of Jan 21,
2019
Time 12 Noon ATL 5:00 PM ATL 4:00 PM ATL 4:00 PM ATL
To Be
Determined
13 No Obligation The submission of a proposal shall not in any manner oblige Bermuda College to enter into a
contract or to be responsible for the costs incurred by your organization in responding to this
request.
11/14/2018 BERMUDA COLLEGE
11
14 Agreement of Non-Disclosure This document is considered to be proprietary and shall not be disclosed to any other party.
It is designed, developed and submitted to potential partners of Bermuda College solely for
the benefit of Bermuda College.
Appendix A – Vendor Response Check List
No. Item Supplied Comments
1 Corporate Information
2 Proposed Approach
3 Support and Services
4 Financials
5 References
11/14/2018 BERMUDA COLLEGE
12
Appendix B – Hardware
Resource Name Vendor/Model Count
Laptops Thinkpad / Lenovo 250
Desktops HP, Apple, Lenovo, IBM 200
PBX VoIp with Call Accounting
software Mitel SX3300 1
Telephone Sets Mitel 5240, 5220, 5340, etc. 120
Wireless Access Points Forti Gate 221C, 321C, 222C 80
Wireless LAN controller Forti Gate 600D 2
Switches (core, distributions)
Cisco NEXUS 9300 4
Cisco 4500s 8
Cisco 3560 4
Cisco 3750 3
Backup System EMC Data Domain 1
NAS/SAN system Nimble All-Flash AF3000 2
Network Printers Xerox, Kyocera, etc. 49
Blade Center HP ProLiant (2 enclosures) 24 blades
Virtual (VMware) servers VMware 72
Standalone HP(4), IBM(6) 10
11/14/2018 BERMUDA COLLEGE
13
Appendix C – Systems and Auxiliary Software
Software Function Vendor/Model
Network Authentication Method Active Directory
Anti-Viruses, Anti-Spyware Carbon Black
Anti-spam filters Exchange, Barracuda
Virtualization technology VMware (Linux) ESX 6.x
Server O/S’s Windows 2003, 2008R2, 2012, 2016, 2012R2 Linux
Workstation O/S’s Windows 7, Windows 10, Mac OS/10
Remote Access Citrix Receiver for VDI
Workstation/laptop Imaging
software WDS
Firewall Checkpoint Firewall (will be replaced with 600D)
DBMS SQL Server 2005, 2014, MySQL
Systems Management, Monitoring Logic Monitor
Active Directory Management Tool UMRA (Tools4Ever)
Helpdesk software Lansweeper
Application Provisioning Citrix, Liquid Ware
11/14/2018 BERMUDA COLLEGE
14
Appendix D – Application Software
Application Function Application Name Vendor
Student Information System (SIS) Campus Nexus Student Campus Management
Corp.
Financial and HR Application Microsoft Dynamics GP Microsoft
Portal Campus Nexus Student Portal Campus Management
Corp., Microsoft
Email Exchange 2013/2016 Microsoft
Learning Management System MoodleRooms Blackboard
Productivity Applications Microsoft Office 2013/2016 Microsoft
Library System Symphony (backend, front-end) SirsiDynix
Event Scheduling CalendarWiz CalendarWiz
Document Imaging (being
decommissioned) ImageNow LexMark
Bookstore Booklog, PC Charge Computer Works of
Chicago
Student Opinion Survey CoursEval Academic Management System
Reporting Software
SQL Server Reporting Services Microsoft
Other teaching Software Visual Studio, Adobe Suite, macromedia, Minitab, Maple 10, Merit
suite,
Typing Tutor, Science Software (Biology) , Hawkes learning, SNAP
Campus Security applications C-Cure, Net Link, DVR
