UPDATE RFP: Managed IT Services Q & A

Q: Please provide more detail of your on-site support requirement? Please describe your Laptop/Desktop support requirement? Is it your expectation for the provider to fix laptops / desktops at your National offices as part of your onsite requirement?

A: Current support in place includes:

  • Proactive Maintenance of Servers
    • Microsoft Windows Servers
      • Weekly analysis of
        1. Errors, warning, and informational alerts concerning:
          • Applications and database(s) running on the server(s)
          • Operating system, services and servers(s) hardware
          • System and Network Security and intrusion detection
        2. Server disk space, utilization and health of server(s)
        3. Print queues, terminal server sessions, mail queues, bad mail, etc.
        4. Memory usage and Virtual memory utilization
        5. Processor utilization and performance
        6. Server Health Monitor Alerts (Microsoft Windows Servers only)
      • Daily review of backup log (assumes server has email capability)
      • Weekly confirmation that antivirus programs are updating on server(s)
      • Weekly running of Windows Updates on server(s), including installation of any pertinent service packs, security updates, ad patches
      • Reporting (monthly) of any problem resolution, status of hot fixes or patches applied
    • Deliverables expected
      • Monthly reporting (or more frequent if needed) on any issues, including:
        1. Internet line monitoring
        2. Support Tickets
        3. Visio WAN Drawing
        4. Network Documentation
  • Business Disruption Avoidance and Disaster Planning and Preparation
    • Microsoft Windows Servers
      • Create a Disaster Recovery Plan
      • Review of Backup Calendar
      • Semi-Annual restore of randomly selected tape media of
        1. Exchange Mailbox (assumes Microsoft Exchange Server)
        2. Selected files and folders
        3. Mission Critical application’s database (if applicable)
      • Semi-Annual analysis of integrity of all tape media
      • Monthly (of as necessary) cleaning of tape drives(s)
      • Quarterly test of UPS (battery backup) shut down procedures and battery life time
      • Semi-Annual test of RAID functionality and rebuild procedures
    • Deliverables expected
      • Reporting as needed on the following information:
        1. Backup log errors and warnings and why- as they demand attention
        2. Files that are skipped during backup operation – as they demand attention
        3. Files and/or folders that are excluded from the backup operation and why
        4. Results from testing of UPS, RAID, and restore tests
        5. Age and replacement dates of all media
        6. Any corrective actions taken
        7. Any future concerns regarding the issues (if any)
        8. Plans or recommendations to resolve any issues
  • Helpdesk and Technical Liaison
    • On call support services (standard: desktop/user outage)
      • Standard Business hours M-F 800am-500pm
    • On call support services (emergency: server/network outage)
      • 24 hours a day, & days a week, 365 days a year
    • Phone support
    • Email support services
    • Remote support of servers and desktops
    • Documentation file (Creation and upkeep of all records) including:
      • Network Map
      • Server configuration, installation, and patches applied
      • Vendor contact information
      • Software licenses and Hardware purchases (invoices, media, packing slips, etc)
      • Warranty and service plan information
      • Policies and Procedures (changing passwords, adjusting folder permissions, etc)
    • Vendor Liaison
      • Interact with all hardware and software vendors on behalf of the organization to ensure proposals, pricing, and work performed are accurate and satisfactory
    • Budgetary process
      • Work closely with technology related expenditures portion of annual budget
      • Anticipate future need for planning purposes
  • Service Level
    • Entire Organization
      • Guaranteed response time (call back of email)
        1. Non-Urgent (desktop or single user) issues – 24 hours M-F 8-5
        2. Emergency (server or network) issues – 8 hours 24x7x365
      • Guaranteed on site response time (if on site visit required for resolution)
        1. Non-Urgent (desktop or single user) issues – 48 hours M-F 8-5
        2. Emergency (server or network) issues – 24 hours 24x7x365
      • 24x7x365 Emergency paging service
      • All on call technicians have cell phones that will respond to an emergency service request 24 hour a day.

Q: Is there an Incumbent? What Company has been supporting your organization and how long have they been supporting SER National?

A: Current provider is Sagitta Systems, LLC.

Q: What has been the annual spend for this support over the last 2 years? On Pricing – are we to provide a Monthly Service cost to accomplish the tasks in the RFP? What is your pricing expectation for ad hoc onsite support?

A: Up to $100,000/Year.

Q: Training – is it your expectation that MAI provides IT training to your National office staff or Personal Development training to your clientele?

A: User training may be required for new applications, updates to current applications, and new user orientation. Web-based delivery would be preferred due to the distribution of staff.

Q: How many Users?

A: Approximately 100.

Q: System admins?

A: 2

Q: Hardware (devices)? Leased vs owned equipment?

A: Both

Q: Software (antivirus, Vbs script, Enterprise help desk solution)

A: Windows Server, Antivirus – Symantec, Enterprise Help Desk Solution – Vendor provided, Acronis backup solutions

Q: Software configuration manager? Current Ticketing system?

A: Vender designed

Q: Avg daily/monthly tickets?

A:  7/150

Q: What applications are currently being utilized?

A: MIP Accounting, ChildPlus and CORAdvantage to support Early Head Start programs,



Will the proposal also include telephony support? What type of system is in place?

Yes. Headquarters phone system is currently set to be replaced. Current system is a Samsung 7200 phone system.

Future planned tasks? Refreshes, deployments, upgrades, and the additional budget for items?

Disaster Recovery Test. Replacement of current Fiber internet at headquarters office. Replacement of phone system. New Managed Print Services agreement.



RFP: Managed Information Technology Services

SER-Jobs for Progress National, Inc.®

Cultivating America’s Greatest Resource: People

100 East Royal Lane Suite 130 • Irving, Texas 75039

Request for Quote: Managed Information Technology Services

Released: May 26, 2017

Deadline for Responses: June 26, 2017 @ 12pm CST

Services for the Period of: July 16, 2017 – June 30, 202o

Inquiries and proposals should be directed to:

Keith A. Overton, CPA, CF
p: 469-549-3657 | f: 469-549-3687



Section 1 – General Information

A. Purpose of this Request for Quote (RFQ)

SER-Jobs for Progress National, Inc. (SER) is presently seeking competitive bids from vendors able to provide MANAGED INFORMATION TECHNOLOGY SERVICES. The winning vendor will provide hardware, network, and software support, helpdesk, backup and recovery, remote access and on-site support, email maintenance and support, data security, and disaster recovery.

The winning vendor is also expected to assist SER-National IT Management with long-term planning to keep systems current and functional in the most cost-effective manner possible. The vendor will also work to manage and prioritize work requests from various departments.

The overall goal of this RFP is to procure long-term, comprehensive, reliable, timely, and proactive IT management and support that will promote the mission of SER-Jobs for Progress National, Inc. in serving its constituents.


B. Who May Respond

Vendors providing Information Technology Consulting, Hosting, and Support services may apply.

C. Services Solicited in this RFP

Comprehensive managed infrastructure and network services to include, but are not exclusive:

  • On-Site Support
  • Help Desk Support
  • After Hours Support
  • Response Time/Problem Resolution Time
  • Travel Time
  • Training
  • Regular In-Person Business Review
  • Regular reporting on system health in business terms
  • Response to major system problems or outages

Office Locations (for On-Site and Offsite Support):

  • Texas – Irving (Home Office), Fort Worth, Beaumont, Houston
  • Colorado – Fort Collins, Lakewood, Durango, Grand Junction, Trinidad
  • Wisconsin – Milwaukee, Fond du Lac, Monona, Rheinlander, Spooner, Waukesha
  • Kansas – Chanute, Hays, Dodge City, Topeka, Wichita, Kansas City
  • Missouri – St. Joseph, Columbia
  • DC – Washington, DC

Maintenance and Service Requirements

Please provide details in your proposal on how your proposal meets or does not meet each item in the above sections; and answer to any questions included above. Please organize your response by section and answer every point in each section.


UPDATE: SER National Managed Print Services RFP Q&A

For the Ricoh Aficio MP 301SPF models, do you have them on desktops or with stands or a combination?

Our current MP 301SPF units in our remote offices are primarily on desktops.


Can you please elaborate on the monitoring of the units for repairs?

SER desires to be able to centrally manage the administration of the units for repairs, manage usage, and ordering supplies.


What is the monthly volume on each of the units?

  1. Ricoh MP C4503 / B&W, Color
  2. Ricoh MP C2551 / B&W, Color
  3. Ricoh  MP 301SPF / B&W


SER’s two current C4503 models average 30,000 B&W pages and 3,000 Color pages per month

SER’s current C2551 models at the Headquarters office average 800 B&W pages and 800 Color pages per month.

SER’s 301SPF models that are used and HQ and in remote offices range from 98 to 2500 pages per month.


On the high volume multifunction devices, can you please elaborate on the monitoring you need with Job Accounting?

We would like to track the specific usage amongst the separate departments.


The 19 desktop units, Ricoh MP301SPF replacements typically do not have internal finishers and you are requesting all units have finishers.  Can you please elaborate?

Finishers would be required for the high volume devices as we have certain printing requirements for booklets and pamphlets.


For the 19 desktop units, how many paper trays are you requesting?

The desktop units will only require one tray.


The bid is requesting all units must be from the same manufacturer and operate in a similar manner. If a company carries different manufacturers, can we offer an equal?



In the bid you are requesting all devices at 30 ppm and high be able to print up to 110 lb index in 8.5 x 11, 8.5 x 14 and 11 x 17 stock.  Typically, desktop units print up to 8.5 x 14 and 24 lb bond.  What documents are you currently printing on your desktop units?

Desktop units will not require higher bond paper. The high volume units are requested to be able to print up to 110 lb bond.


Are the number of printers requested in the RFP 21 or 22?



Are there any badging in any of your office locations?

There is badging for staff at the Headquarters office. It is managed by the leasing management of the office building where SER resides.


Are you requesting automatic shipping of ink/toner?



Please explain the reason for the MPS RFP. Ricoh has been the previous vendor for your managed print services.

As an agency that receives Federal funds, SER is required to periodically procure services via a competitive bidding process.

RFQ: Soft Skills Training

SER-Jobs for Progress National, Inc.®

Cultivating America’s Greatest Resource: People

100 East Royal Lane Suite 130 • Irving, Texas 75039

Request for Quote: Soft Skills Training

Released: May 9, 2017

Deadline for Responses: May 19, 2017 @ 4pm CST

Services for the Period of: June 5 – June 30

Inquiries and proposals should be directed to:

Keith A. Overton, CPA, CF
p: 469-549-3657 | f: 469-549-3687



Section 1 – General Information

A. Purpose of this Request for Quote (RFQ)

SER Jobs for Progress National, Inc. (SER) is contracted by the Department of Labor to operate a portion of the Senior Community Service Employment Program (SCSEP).

The purpose of this RFQ is to select approved vendors to provide quality one-day soft skills training to SCSEP participants in California, Colorado, Kansas, Missouri, Texas and Wisconsin.

Goods and Services solicited in this RFQ

Refer to Section I. B. Quote Specifications for a detailed listing of the requirements of the soft skills training.

B. Quote Specifications

Please address the following:

Ability to provide quality Soft Skills training to SCSEP participants with the following curriculum to include, but not limited to:

  • Business Etiquette and Workplace Attire
  • Time Management
  • Conflict Management and Resolution
  • Diversity
  • Problem Solving
  • Job Preparation

Services will be conducted in the location below and for the number of participants indicated in each location. The selected provider will need to coordinate with SER staff to ensure proper delivery of services. Providers may submit for all or one location and may combine locations within the state, if feasible and preapproved by SER National. SER National will cover transportation cost, where needed, for participants to attend trainings.