Request for Proposal

Service Desk Software and Services

(RFP #338D)

South Orange County Community District

28000 Marguerite Parkway
Saddleback College Health Sciences Building, 3rd Floor
Mission Viejo, CA 92692

Responses Due: 2:00 PM, August 23, 2016

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South Orange County Community College District
Service Desk Software and Services RFP #338D

Request for Proposal

Service Desk Software and Services

RFP #338D

Table of Contents

Introduction ............................................................................................................................ 3

Profile of the South Orange County Community District ................................................................ 3

The Intent of the District ........................................................................................................... 3

Procurement Process ................................................................................................................ 4

RFP Instructions and Requirements ............................................................................................ 4

Existing Applications and Information Technology at SOCCCD ....................................................... 8

Important Facts ....................................................................................................................... 8

Dates and Timeframes* ............................................................................................................ 9

Important Criteria for Proposed Software ................................................................................... 10

Appendix A: Required Format for RFP Response ......................................................................... 13

Affidavit of Non-Collusion ......................................................................................................... 16

Proposal Form ........................................................................................................................ 17

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South Orange County Community College District
Service Desk Software and Services RFP #338D

Request for Proposal

Service Desk Software and Services

RFP #338D

Introduction

The South Orange County Community College District is considering purchase and implementation of a
comprehensive service desk system to serve various functions at Saddleback College, Irvine Valley
College and District Services.

Profile of the South Orange County Community District

South Orange County Community District encompasses 382 square miles in South Orange County
serving over 909,000 residents in 26 communities. We know that higher education is directly linked to
quality of life and economic vitality. We have helped generations of families achieve their educational
and career goals since 1967.

This multi-campus district is comprised of Saddleback College in the City of Mission Viejo (1967), Irvine
Valley College in the city of Irvine (1985) and Advanced Technology Education Park (2007) in the city
of Tustin.

The District is governed by a seven-member elected Board of Trustees and the district's chief executive
officer is the Chancellor.

District Services provides centralized administrative services to our three campuses including:
Chancellor and Trustee Services, Business Services, Technology and Learning Services, and Human
Resources. These departments provide accounting, benefits, facilities planning, fiscal services, human
resources, information technology, institutional research and planning, payroll, public affairs,
purchasing, risk management, and warehouse/mailroom services to our district.

The district continually assesses the effectiveness of its services through district-wide surveys, shared
governance committees and task forces that are established to accomplish specific projects. Strategic
planning is an essential tool for guiding our direction and assuring compliance with accreditation
standards.

The Intent of the District

South Orange County Community College District (SOCCCD) is inviting submittals from qualified firms,
partnerships, corporations, associations, or professional organizations to provide service desk software
and services. Selection will result in an Agreement expected to provide comprehensive professional services
to SOCCCD with target date for Agreement execution as identified in the schedule included later in this
document.

The District is requesting proposals from firms with a proven track record. It is the intent of this
Request for Proposals (RFP) to select the best firm to provide the specified services.

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South Orange County Community College District
Service Desk Software and Services RFP #338D

Procurement Process

The District’s procurement process will entail four major steps:

Step One:
Vendors will be invited to submit proposals in response to this RFP. Proposals should, at a minimum,
meet the District’s requirements as listed in the “Important Criteria for Selection” section of this
RFP and should focus on products and services that best satisfy the District’s needs, as presented in this
RFP. No cost information is desired from vendors in Step One of the procurement process.

Step Two:
The District evaluation committee will evaluate vendors’ written responses with respect to the District’s
needs and critical criteria, as presented in this RFP. Qualified vendors will be invited to continue in the
procurement process.

Step Three:
Qualified vendors may be asked to make presentations and perform product demonstrations. Such
demonstrations will be based upon the District’s specific functional needs and requirements.

Step Four:
After a thorough evaluation of vendors’ proposals and onsite demonstrations, the District will solicit
proposed pricing from qualified vendors. Furthermore, the District may ask qualified vendors to refine
their proposals for various products and services. At the conclusion of such a process, the District
anticipates they will make a final recommendation to the District’s Governing Board to authorize a
contract.

RFP Instructions and Requirements

Below are instructions and requirements for all vendors. The District will not consider a vendor’s proposal
unless it is consistent with all material instructions and requirements.
 The District has engaged the services of Strata Information Group (SIG) to assist in this procurement
process. All vendors shall consider Henry Eimstad of SIG or Brandye D’Lena as sole points of contact
for all communication throughout the entire evaluation process. Vendors are not to contact SOCCCD,
Saddleback College or Irvine Valley College staff. Henry or Brandye D’Lena can be reached at:

Henry Eimstad Brandye D’Lena

Partner Executive Director of Facilities Planning and
Strata Information Group Purchasing
3935 Harney St, Suite 203 28000 Marguerite Parkway
San Diego, CA 92110 Mission Viejo, CA 92692-3635
619-719-2483 – Cell (949)582-4678
[email protected] [email protected]

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South Orange County Community College District
Financial Aid Disbursement Services RFP #338D

PROPOSAL INFORMATION:

Submittal Deadline: 2:00 PM, August 23, 2016

Place of Bid Receipt: SOCCCD – Facilities Planning and Purchasing Department

Saddleback College
Third Floor, Heath Sciences Building
28000 Marguerite Parkway
Mission Viejo, CA 92692-3635

Mailing Address: South Orange County Community College District

Attn: Brandye D’Lena
Executive Director of Facilities Planning and Purchasing
28000 Marguerite Parkway
Mission Viejo, CA 92692-3635

Proposals will be received up to the above-indicated time and date. Late proposals will not be accepted
and will be returned unopened. Proposals may be delivered in person, by U.S. mail, or courier services.
Fax proposals are not acceptable. Proposals must be submitted in an envelope plainly marked with the
following information: Financial Aid Disbursement Services (SOCCCD RFP #338D)

Proposals shall be binding upon the provider for 180 calendar days following the award recommendation
date. All terms and specifications included in or appended to this solicitation apply to any subsequent
award.

Number of Copies: Submit five (5) copies of the proposal. An electronic copy in MS-Word and PDF
formats on a flash drive must also be provided. Brochures and other promotional materials are not
necessary unless you consider them to be the only way to convey your services.

 Each proposal shall conform to the format presented in Appendix A. Proposals shall include tabs at
each identified section and all information shall be presented in the order that is identified in
Appendix A.

 Each proposal shall include a Non-Collusion Declaration signed by the vendor with his/her usual
longhand signature. Proposals by partnerships must include the names of all partners and be signed
in the partnership name by a general partner with the authority to bind the partnership in all relevant
matters. Proposals by corporations must include the legal name of the corporation followed by the
signature of a person who is authorized to bind the corporation. The name of each signatory shall
be typed or printed below the signature. When requested by the District, satisfactory evidence of
the authority of all those who signed the proposal shall be furnished.

 Proposals may be withdrawn by a vendor prior to TBD, by submitting a written request to the
District. Thereafter, a vendor shall not be relieved of the proposal submitted without the District’s
consent or vendor’s recourse to Public Contract Code 5100 et seq.

 All addenda issued prior to TBD, shall form a part of the specifications issued to vendors for the
preparation of their proposals and will be made available on the district’s bid website.

 The District reserves the right to reject any or all proposals, or any portion or combination thereof.
In addition, the District reserves the right to waive any irregularity or informality within the proposal
or procurement process.

 Section 508 Compliance statement: Vendors bidding on this proposal must be willing to accept the
following statement as part of any agreements that may be entered into with the District’s: “Vendor
hereby warrants that the products or services to be provided under this agreement comply with the
accessibility requirements of section 508 of the Rehabilitation Act of 1973, as amended (29 U.S.C.
§ 794d), and its implementing regulations set forth at Tile 36, Code of Federal Regulations, part
1194. Vendor agrees to promptly respond to and resolve any complaint regarding accessibility of its
products or services, which is brought to its attention. Vendor further agrees to indemnify and hold

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South Orange County Community College District
Service Desk Software and Services RFP #338D

harmless the South Orange County Community College District, the Chancellor’s Office of the
California Community Districts, and any California community District using the vendor’s products
or services from any claim rising out of its failure to comply with the aforesaid requirements. Failure
to comply with these requirements shall constitute a breach and be grounds for termination of this
agreement.”

 The award of a contract to a qualified vendor, if made by the District, will be based upon a
comprehensive review and analysis of each proposal. The District shall be the sole judge of the
merits of proposed products and services. The District, alone, shall determine its best interests and
act accordingly. All vendors shall abide by the decisions of the District.

 Upon the District’s request, a vendor shall submit satisfactory documentation of its financial
resources, experience in providing relevant products/services, personnel who are available to
perform with respect to the proposed contract and any other desired evidence of the vendor’s
qualifications.

 Vendors are entirely responsible for any expenses that are associated with their participation in the
procurement process. The District shall have no responsibility.

 The District reserves the right to perform whatever research it deems appropriate in order to assess
the merits of any vendor’s proposal. Such research may include, but not necessarily be limited to,
discussions with outside consultants, interviews with the vendor’s existing clients and analysis of
industry reports.

 The District reserves the right to seek clarifications and follow up information from vendors.

 Vendors are hereby advised that the District is bound by open records laws and policies when it
receives vendor-submitted materials. Any information that constitutes a trade secret and that a
vendor wishes to declare confidential should be expressly noted as such at the top of each relevant
page and be in compliance with all public agency contract code requirements for permitting
exclusion.

 In the event of litigation, the related matters shall be governed by and construed in accordance with
the law of the State of California. The venue shall be with the appropriate state or federal court
located in Orange County, California.

 The vendor selected by the District will be required to execute a formal contractual agreement based
upon the terms and conditions included in this RFP. A draft contract may be provided as
consideration in the development of the Agreement. All contract documents are subject to the
approval of the District and its legal counsel. Electronic approval of terms and conditions upon sign-
in will not be binding. All contract amendments must be fully executed between those identified as
signatory by each party.

 Each vendor and subcontractor, if any, must possess all appropriate and required licenses or other
permits to perform the work as identified in the contract documents. Upon request, each vendor
shall furnish the District with evidence demonstrating possession of required licenses and/or
permits.

 The vendor shall not discriminate against any prospective or active employee engaged to perform
any work because of race, color, ancestry, national origin, religious creed, sex, age, disability or
marital status. The vendor agrees to comply with applicable federal and State laws including, but
not limited to, the California Fair Employment and Housing Act, beginning with Government Code
Section 12900, and Labor Code Section 1735. In addition, the vendor agrees to require compliance
with this provision by any subcontractor.

 No interest in the contract shall be transferred to any other party without the permission of the
District’s Governing Board.

 Any award that arises out of the procurement process shall be governed by the laws of the State of
California.

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South Orange County Community College District
Service Desk Software and Services RFP #338D

 The vendor agrees to indemnify and hold harmless the District from any claim that arises out of its
failure to comply with the Rehabilitation Act of 1973, as amended.

 In accordance with the provisions of Section 3700 of the Labor Code, the successful vendor shall
secure the payment of compensation to its employees. The vendor hereby acknowledges, and by
submitting a proposal agrees, to the following statement:

"I am aware of the provisions of Section 3700 of the Labor Code which require every employer
to be insured against liability for worker's compensation or to undertake self-insurance in
accordance with the provisions of that code, and I will comply with such provisions before
commencing the performance of the work of this contract documents.”

 Insurance: Vendor shall not commence work until it has obtained the insurance required herein and
has submitted proof of such coverage to the District. Vendor shall not allow any subcontractor,
agent, or employee to commence work on the contract without proof of same. Coverage must be
secured and maintained for the duration of the contract.

(a) Workers’ Compensation Insurance not less than the statutory limits and including employer’s
liability coverage limits not less than $1,000,000.
(b) Comprehensive Commercial General Liability Insurance with limits not less than $1,000,000 per
occurrence.
(c) Comprehensive Automobile Liability Insurance with limits not less than $1,000,000 per
occurrence for all owned, non-owned and hired vehicles.

The insurance certificates for (b) and (c) must list the District as additional insured, as follows:
South Orange County Community College District, its Board of Trustees, officers, agents,
representatives, employees, and volunteers are added as additional insured. The certificate
must include a copy of the additional insured endorsement that amends the insurance policy.

 The District does not discriminate with regard to race, color, gender, national origin, or disability
in the awarding of contracts.

 The District encourages the submission of proposals from all vendors who can meet the
mandatory requirements set forth in this RFP.

Left Intentionally Blank

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South Orange County Community College District
Service Desk Software and Services RFP #338D

Existing Applications and Information Technology at SOCCCD

General Background

SOCCCD supports a portfolio of administrative applications that provide services district-wide to

students, faculty, and staff. This portfolio includes a complete Student Information System, Human
Resources system, Financial system, Financial Aid system, Library Automation system, Learning
Management System, and Enterprise Content Management System. In order to simplify management
of the systems and minimize expense, SOCCCD IT has standardized on a Windows Server and SQL
Server environment with web client access whenever possible.

Web Systems Information

Many systems at SOCCCD provide services through a web browser. Most SIS functionality is delivered
through MySite, a web-based portal for students, faculty, and staff. Workday HCM is completely web-
based. The PowerFaids financial aid system has a student-facing web portal. The OCLC WorldShare
library system has a web portal for patrons. Perceptive Capture ECM provides web clients in addition to
full Windows clients. The Blackboard LMS is completely web-based.

Current Application Software Supported

Systems Name Source Areas Directly Supported Functional Description

KACE Dell IT departments Service desk tickets, processes

and reports
AMMS MicroWest Software Saddleback College facilities Maintenance for equipment,
Systems department preventive maintenance, work
orders
Student Information Locally developed Students, faculty, staff Comprehensive software
System (SIS) application which automates
many functions in Student
Services and Instruction at the
colleges. Services are provided to
students, faculty, and staff
through a common portal.
Finance (FDM) Workday Purchasing (central Purchasing Software in support of purchasing
and all offices/departments), and accounting
Business Services
HR/Payroll (HCM) Workday HR, Payroll Business Services, Software in support of HR
College fiscal offices functions, budget development,
and local payroll processes
PowerFaids College Board Financial Aid offices Financial Aid software used to
automate all aspects of the
college financial aid offices
WorldShare OCLC Library staff and students Library automation system
supporting all library functions
Perceptive Capture Lexmark Enterprise Financial Aid offices, Enterprise-wide document
Software Admissions and Records offices, management and workflow
student services, instruction system
Blackboard LMS Blackboard Students, faculty Learning management system for
students
Sharepoint Microsoft Faculty, staff Intranets
Call Manager Cisco Students, faculty, staff District-wide voice system
Email Microsoft Students, faculty, staff District-wide email system
Desktop Microsoft/HP Students/faculty,staff District-wide desktops

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South Orange County Community College District
Service Desk Software and Services RFP #338D

Dates and Timeframes*

*All Dates are subject to change at the discretion of the District

Event Date/Timeframe

Release of RFP July 26, 2016

Deadline for vendors’ questions to District August 2, 2016
Deadline for District to respond to vendor questions August 9, 2016
Deadline for vendors’ submission of proposals August 23, 2016
Selection of vendors who will be invited to give onsite presentations TBD
On-site vendor demonstrations and presentations TBD
Request for Pricing Proposals issued TBD
Pricing Proposals Due TBD
Finalization of contract terms and pricing TBD
Approval of contract award by the District’s Board TBD
Contract signed TBD
Services begin TBD

All questions should be submitted to Henry Eimstad of SIG, [email protected] by email before the
deadline indicated above. Written answers to questions will be distributed to all vendors on or before
TBD.

Vendors are strongly encouraged to schedule their resources according to the above dates and
timeframes.

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South Orange County Community College District
Service Desk Software and Services RFP #338D

Important Criteria for Selection

1. How long has your firm been performing the services required by this RFP?

2. How many years has the firm been in business?

3. How many clients do you currently support for the proposed services?

4. Include a minimum of three (3) clients (preferably in higher education) that the District
may contact for reference purposes. Provide the client entity name, years serviced,
primary contact name and title, phone number, e-mail and mailing address.

5. List any material claims or litigation against the vendor that will impact the vendor’s ability
to provide the services requested in this document.

6. The District prefers not to deal with multiple vendors during either the deployment or
operation of the system. If other vendors are required, identify them and provide a
description of their services. Explain the interaction with them, your firm and SOCCCD.

7. Does the proposed solution meet Section 508 accessibility requirements?

8. Describe the options for hosting the software:
a. SaaS
b. Local hosting
9. Indicate if you provide the following high level functional requirements as described by
Gartner.
a. Incident/problem process
b. Templates for incident submission
c. Service level management- agreements and reporting
d. Self-service portal
e. Service request management
f. Change process Configuration Management and repository (CMDB)
g. Knowledgebase and FAQs
10. Please indicate if you can support the following
a. Interface with TFS
b. Ticket submission modes
i. Email
ii. Mobile
iii. Portal
c. Account creation
11. How can you accommodate multiple units (District, Saddleback College, Irvine Valley
College, etc.) and simultaneously allowing sharing between the units? Can each unit have
separate branding?
12. How does the solution provide ease of transferring incidents from one unit to another?
13. Does your solution include remote assistance software to help end-users?
14. Does your solution have a mobile interface for end-users and technical staff?
15. Does your solution provide a live chat feature?
16. Is your solution designed with HTML 5 technology?
17. Does your solution provide the ability for the end-user to rate the service received?

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South Orange County Community College District
Service Desk Software and Services RFP #338D

18. How many updates to the product does your company deploy during a year?
19. How often do you have major releases? Please provide versions and dates.
20. What is the R&D investment as a percentage of total revenue from your company towards
the service desk product?
21. Does your product have an integrated client-management module?
22. Does your product have an inventory system and client that runs on both Macs and PCs?
23. Does your product allow users to use an “app store” to install approved programs without
the need for technician assistance?
24. Does your product allow the creation and deployment of software/configurations to Macs
and PCs?
25. Does your product have a hardware request solution?
26. Does your product have a recommendation engine that can make suggestions to the end
user and/or the technician?
27. Does your product have an integrated password reset automation? Does your project
monitor application licensing?
28. Does your system integrate into Cisco Call Manager and proactively open tickets for the
answering agent? If so, please demonstrate how this works.
29. Does your product have pre-existing reports that can be automated and sent based on a
custom schedule? If so, please demonstrate how this works.
30. Does your product allow the creation of custom reports?
31. Does your product have a workflow engine? Does the workflow engine allow for
approvals?
32. Does your product have a problem management solution? If so, please demonstrate how
a ticket is promoted to a problem and new requests can be easily assigned to a known
problem.
33. Does your product have management and technician dashboards?
34. Have you ever converted a client from the AMMS system to your proposed system?
a. If yes, identify the client.
b. Did you convert their data?
c. If no, identify clients you have converted from other systems.
d. Did you convert their data?

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South Orange County Community College District
Service Desk Software and Services RFP #338D

Scope of Services

Implementation Services

Describe the proposed implementation process including schedule, tasks and responsibilities.
1. Submit a detailed timeline for implementation of your services including a project plan
illustrating major milestones and deliverables. The District prefers an implementation of
ninety days or less.

2. Describe the nature of the support team that will assist the Institution in implementing the
program.

3. What roles and responsibilities are to be provided by the District during the implementation?

4. Provide a timeline for a past, successful implementation which would be similar to the
District’s.

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South Orange County Community College District
Service Desk Software and Services RFP #338D

Appendix A: Required Format for RFP Response

Section 1: Executive Summary

Provide an executive summary that summarizes the proposal.

Section 2: Vendor Profile

Provide the following information:

(a) Name of vendor
(b) Vendor’s mailing address, telephone number, FAX number, and web site address
(c) Vendor’s primary contact person
(d) Primary contact person’s title, mailing address, telephone number(s), FAX number, and email
address
(e) Brief overview of the vendor’s company, products and services
(f) Identify proposed staff and provide resume’s

Section 3: Vendor’s Understanding of the RFP

(a) Provide a statement that acknowledges the vendor’s understanding of the “Procurement Process” as
presented in the RFP.
(b) Provide a statement that acknowledges the vendor’s understanding of the “RFP Instructions and
Requirements” as presented in the RFP.

Section 4: Important Criteria for Proposed Software

Provide responses to each of the items within the “Important Criteria for Selection” section of the RFP.

Section 5: Proposed Scope of Services

Provide a responses to each of the items within the “Scope of Services” section of the RFP.

Section 6: Vendor’s Corporate Strength

Describe the vendor’s corporate history, market segment(s), client base, employee base, research and
development programs and financial well-being.

Section 7: Optional Products and Services

Describe, in detail, all optional products and services. Vendors are hereby advised that the District’s may want to
procure an optional item, but might not be able to do so if it is not formally declared in this section.

Section 8: Additional Information

Provide any additional information that the District should consider in its evaluation of proposals. Do not provide
marketing brochures or generic information that does not meet your specific solution to this Request for Proposal.

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South Orange County Community College District
Service Desk Software and Services RFP #338D

Section 9: Acknowledgement of Addenda

Provide attached proposal form that acknowledges understanding and compliance with RFP conditions and
acknowledges the issuance and receipt of any RFP addenda, if applicable.

Section 10: Client References

Please provide detailed information about your reference institutions. We are specifically interested
in your most recent implementations in higher education. Please include the following:
a. Names of institutions
b. Contact names, titles, telephone numbers, and email addresses for both business office
and financial aid office units.
c. List of installed software products and the production status of each, when they were
implemented and which release.

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South Orange County Community College District
Service Desk Software and Services RFP #338D

Section 11: Contact Information Page

Company Name:
Mailing Address:
City, State, and Zip Code:
Telephone Number:
FAX Number:
Name of Signatory):
Title of Signatory:

Individual Name:

Title:

Partnership Name:

Name of Signatory: ___________________________________

Title:

Corporation Name:

(a Corporation)

President: __________________________________________

Secretary:__________________________________________

[Seal]

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South Orange County Community College District
Service Desk Software and Services RFP #338D

Request for Proposal

SOCCCD No. 338D

NON-COLLUSION DECLARATION

The prospective Vendor must sign the Affidavit and provide the information required of Vendor as
outlined.

NON-COLLUSION DECLARATION

I hereby swear (or affirm) under the penalty of perjury:

1. That I am the Vendor; a partner, an officer or an employee of the responding

company/corporation having authority to sign on its behalf;

2. That the attached proposal or proposals have been arrived at by the Vendor independently,
and have been submitted without collusion and without any agreement, understanding, or
planned common course of action with any other Vendor or materials, supplies, equipment
or services described in the Request for Proposal designed to limit independent offers or
competition;

3. That I have fully informed myself regarding the accuracy of the statements made in the
affidavit.

Declared this

of ,
Signature

Firm Name

Date

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South Orange County Community College District
Service Desk Software and Services RFP #338D

Request for Proposal

SOCCCD No. 338D

PROPOSAL FORM

Director of Facilities Planning and Purchasing

South Orange County Community College District
28000 Marguerite Parkway
Mission Viejo, CA 92629-3635

In compliance with this Request for Proposal, the undersigned acknowledges that I have read and
understand all the conditions imposed herein and have received Addenda numbers
and agree to furnish the services in accordance with the attached proposal or as mutually agreed upon
by subsequent negotiation.

Name of Firm:

Address:

City:

State & Zip:

Telephone:

Name:

Signature:

Title:

Date:

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