Request For Proposal (RFP)

Social Enterprise and Training Center, inc. (SEAT) seeks an IT Managed Service Provider with expertise to provide IT services in accordance with the Project Scope section.

Proposal Submission

Please contact CIO John Lawrence at [email protected] for the full RFP. Proposals should be provided by 4:00 pm February 28, 2025 to be considered.

SEAT Background and IT Infrastructure

SEAT is a 501c 3 tax-exempt corporation that provides training and career services to youth. SEAT connects young people to meaningful work through an array of programs and services. Our mission is to provide transformative educational and workforce experiences that create a sense of purpose and hope in our communities and connect business to real time solutions. SEAT exists to work alongside underrepresented young people to create a “Seat” at the table in their community. SEAT 2025 budget is $4.2 Million with a staff of 40 employees and 300+ youth clients. Refer to the website www.seatcenter.org.

Prerequisite Requirements for Submission of a Proposal

  • Core IT Network, systems/products and firewalls must be retained
  • Help Desk support to users mut occur on site weekly
  • Audio/Visual support of monitors, smart boards, and projectors
  • Refer to Help Desk and Support Services Section

IT Firm Qualifications

  • SEAT is seeking a reputable and experienced IT Firm that can successfully address the Project Scope. The IT Firm statement of qualifications should clearly and accurately demonstrate the specific knowledge and experience required for services under consideration.
  • Provide background on your firm including year formulated, number of clients, staff size and experience, market service area, and percentage of business devoted to not for profit organizations
  • Provide an organization chart showing the proposed staff for this engagement and length of employment; include resumes of key professional staff
  • Describe the essential duties and responsibilities for all key staff
  • Provide overview of your approach to clients and business model

Project Scope:

The overarching objectives of the RFP process are to:

  • To ensure the stability and optimal performance of SEAT’s IT Network/Systems
  • To provide prompt and effective support for IT Users regarding their issues
  • To enhance the security and compliance requirements of the IT infrastructure
  • To keep pace with technological advancements to remain competitive

Network Management

  • Monitoring and maintenance of network infrastructure (routers, switches, firewalls, wireless access points)
  • Firewall and Network performance optimization and trouble shooting
  • Group Policy and Active Directory expertise
  • File Organization and tagging

Server Management

  • Monitoring and maintenance of physical and/or virtual servers
  • Operating system updates and patch management
  • Server performance optimization and trouble shooting

Workstation Management

  • Monitoring and maintenance of laptops, printer/copiers, video/audio, security cameras in coordination with vendors of such equipment
  • Operating systems and software updates
  • Antivirus and endpoint management
  • User support and troubleshooting

Security Management

  • Implementation and management of security policies and devices
  • Regular security assessments and vulnerability scans
  • Intrusion detection and prevention systems
  • Incident response and remediation

Cloud Services Management

  • Monitoring and optimization of cloud-based services through system providers

Help Desk and Support Services

  • Help desk support for end-users done remotely and on-site as required
  • Ticketing system utilized for tracking and resolving issues with reporting metrics and performance
  • On-site support two or three days a week with designated time periods especially classroom support for instructors which includes audio/visual support of monitors, smart boards, and projectors
  • Provide your Service Level Agreement related to level 1, 2, and 3 support, standard service hours, and do you offer 24/7 support

Data Backup and Disaster Recovery

  • Implementation and management of data backup solutions
  • Periodic testing of backup and recovery processes
  • Disaster recovering planning and implementation

Change Management and Training

  • Change management to help users adapt to new policies and processes
  • Ongoing Cybersecurity and Privacy training
  • Training to support upgrades and/or new system rollouts

IT Strategy and Consulting

  • Regular IT strategy meetings and consultations
  • Technology roadmap and development
  • Monthly/Quarterly performance and status reports
  • Budget planning and cost optimization
  • Assigned IT Manager that will serve as liaison between MSP and Senior Director of the organization

Client Responsibilities

  • Providing access to necessary IT facilities and systems
  • Promptly reporting issues along with detailed information
  • Maintaining current software licenses and warranties
  • Appointing a primary point of contact for communication

Reporting and Communication

  • Monthly performance and status reports
  • Quarterly review meetings to discuss performance and areas of improvement
  • Immediate notification of critical issues and security incidents

Transition and Onboarding

  • Explain transition and onboarding process from current support system to your services, if selected, and approximate length of time
  • Provide how many hours typically require each month of existing CIO/IT Leader

Cost Proposal/Price and References

  • Provide Cost Proposal: Detail prices for all services proposed with identification of fixed versus variable pricing; the cost of software, licenses, equipment, etc. is not included as part of the scope of work
  • Provide your contract terms for an initial period of three (3) years addressing compliance, renewal option, indemnity, insurance, termination/opt out, confidentiality, etc. Prices for which fixed prices are charged must be clearly identified. For services charged on an hourly or other per unit basis, the cost proposal must explain how such charges will be billed and provide additional cost for after-hours support
  • Include references for the three most similar clients to whom you have provided managed IT services indicating contact name, organization, email address, and phone number

Evaluation Factors for Award

In considering proposals, SEAT management will make a best value determination. The award will be made to the applicant that conforms to the RFP’s requirements and is determined to represent the best partner for managed IT services to SEAT. Such an offer may not necessarily be the proposal offering the lowest cost or receiving the highest technical rating.

SEAT will evaluate proposals based on the following criteria:

  • Quality of services and the IT firm’s understanding of SEAT’s needs and demonstrated ability to meet those needs
  • Client support/service level agreement with respect to technical support provided to management and IT users to effectively utilize technology
  • Experience with similar sized organization including not for profits
  • Cost Proposal/Price and verification of references
  • Demonstrated support of community-based organizations serving the Capital Region