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IT Technical Support Services – Request for Proposals
IT Technical Support Services
Request for Proposals
Issued by: Canadian Council for Aboriginal Business (CCAB)
Request for Proposals Issued on: May 23rd, 2018
Proposal Submission Deadline: 5:00 pm EST on May 29th, 2018
CCAB shall not be obligated in any manner to any Proponent whatsoever until a written agreement has been duly executed with a Supplier.
1. Statement of Purpose
The Canadian Council for Aboriginal Business (“CCAB”) is seeking bids from independent suppliers (“Bidders”) who have demonstrated professional competence and experience in providing IT Technical Support Services (“Services”) outlined in this Request for Proposal (“RFP”).
2. Background Information
2.1 Company Overview
Since 1984, CCAB has been bridging the gap between the mainstream corporate sector and the Aboriginal community. CCAB works to improve economic self-reliance of Aboriginal communities while assisting corporate businesses. It is a non-partisan/non-profit organization. It is largely supported through corporate funding, event sponsorship and membership dues with some support from Government for Research and Program development.
CCAB was founded in 1984 by a small group of visionary business and community leaders committed to the full participation of Aboriginal Peoples in Canada’s economy. CCAB offers knowledge, resources, and programs to both Aboriginal and non-Aboriginal member companies that fosters mutual economic opportunities with Aboriginal Peoples and business across Canada.
After 32 years working to improve economic self-reliance of Aboriginal communities and assisting corporate businesses, CCAB has grown to over 550 member companies across Canada and the majority are Aboriginal businesses. As we continue to grow our membership, programs, research, and event offerings, CCAB invites you to join us in bridging the gap between Canada’s Aboriginal and business communities.
3. Scope of Services Required
CCAB will select a single organization for an initial contract term of one year, effective May 30, 2018 and ending April 30, 2019 with the possibility of renewal for a longer term as of May 1, 2019.
CCAB will identify Assignments during the overall contract term and work with the successful Proponent to define a scope of work and set of deliverables.
The following areas are current priorities for CCAB and will require assistance through assignment of a separate statement of work during the contract term:
- Technical (Help Desk) Support – Respond to user incidents/requests via online ticketing Help Desk, including support for remote users. Ability to escalate technical support issues for additional expertise/consulting.
- Desktop Applications Management – Deployment of desktop application management tool that allows effective inventory, monitoring and resolution of user software issues with remote sessions.
- Business Applications Management and Support – Migration of on premise and cloud-managed business applications (ERP, CRM, case management, fax, data capture and document management systems) to cloud-based environment with ongoing monitoring and support.
- Network Monitoring – Monitoring of network with proactive communication tools and escalation protocols based on the severity of any unscheduled outages.
- IT Policy Review and Development – Providing assistance for updating of customized policies related to the use of technology, disaster recovery and business continuity.
4. Terms and Conditions
4.1 Commencement and Termination of Services
The project CCAB is seeking, commences on May 30th 2018 ending April 30, 2019 with the possibility of renewal for a longer term as of May 1, 2019.
4.2 Work Performance
Each Assignment will require a statement of work with a specific start and end date and payment terms and schedule for services provided
4.2 Intellectual Property
The Bidder shall not use any intellectual property of CCAB, including but not limited to, CCAB and CCAB partner and sponsor logos, registered trademarks, or trade names of CCAB, at any time without the prior written approval of CCAB.
4.3 Withdrawal or Amendment of Proposal
A bidder may withdraw or make amends to a proposal by providing written notice to the CCAB contact person before the proposal submission deadline. A proposal may not be withdrawn or amended after the proposal submission deadline. CCAB has no obligation to return withdrawn or amended proposals.
5. Submission Deadline
All proposals are due by 5:00 pm EST on May 29th, 2018. Any proposal received after the required time and date specified for receipt shall be considered late and non-responsive. Any late proposal will not be evaluated for reward.
5.1 Schedule of Deadlines
|1. RFP distribution to bidders||Wednesday May 23rd, 2018|
|2. Proposal submission due||Tuesday, May 29th, 2018|
|3. Target date for review of proposals by CCAB staff||Tuesday, May 29th, 2018|
|4. Final bidder selection||Wednesday, May 30th, 2018|
6. Guidelines for Proposal Preparation
6.1 Required Bid Submission Documents
The submitted proposals are to include each of the following sections:
- Appendix A – Submission Form;
- Appendix B – Value Added Bid Enhancements;
- Appendix C – CCAB Participation Points.
7. Evaluation and Award Process
The proposals will be evaluated by the Chief Operating Officer and those with a vested interest and involvement in the selection.
All proposals will be subject to a comprehensive analysis and evaluation, based upon the best overall value to CCAB.
CCAB intends to retain the successful Bidder pursuant to a “Best Value” basis, not a “Low Bid” basis. In order for the CCAB to properly evaluate the proposals received, all proposals submitted in response to this RFP must be formatted in accordance with the sequence noted above.
The successful bidder will be required to sign a service agreement with the CCAB for services provided.
7.1 Selection Criteria
All bids submitted will be graded based on the following criteria:
- Cost (40)
- Work Plan (25)
- Work Samples (10)
- Experience in Similar Projects (15)
- References (5)
- Value Added Bid Enhancements (5) – Appendix B
- TOTAL: 100 points (converted to a percent)
- CCAB Participation Points (6) – Appendix C
8. Contact Person
Please submit clearly marked proposals to:
Chief Operating Officer
Canadian Council for Aboriginal Business 2 Berkeley Street, Suite 202
Toronto, ON M5A 4J5 Phone: 416-961-8663 x223 Email: email@example.com
Soft copy proposals are to be submitted via e-mail, in PDF format to the e-mail address: firstname.lastname@example.org
Attention: David Abbott. Proposals will not be accepted after the deadline.
All materials submitted in response to the RFP become the property of the CCAB and will not be returned. Proposals will be submitted at the sole expense of the sender. It is the applicant’s responsibility to secure proof that his/her proposal has been received by the CCAB within the prescribed time limit.
Any questions concerning requirements, contractual terms and conditions or proposal format must be directed to the contact person listed above.
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