Tender Notice
RFP 2018-019-OP
I.T. Service Management Solution
Procuring Entity: Ryerson University
Address:
Ryerson University
Purchasing Services
350 Victoria Street
Toronto, Ontario
Canada, M5B 2K3
Description:
This Request for Proposal is an invitation to prospective Proponents for submissions for a work-order intake and ticket production software system for the Help Desk unit within the Computing and Communications Services (“CCS”) department.
The solution is to include the capability to be extended to additional areas within Ryerson, either through subscription or licenses.
Background
Computing and Communications Services (CCS) of Ryerson, currently uses an Information Technology Service Management (ITSM) solution called Service Desk Express from BMC Software. This solution is used to record information on incidents/requests reported to the Help Desk.
CCS has 5 agents in Help Desk (tier 1) and 100 technicians (tiers 2, 3) working in 12 internal support groups with varying service level commitments and notification escalations.
CCS responds to approximately 47,000 incidents/requests per year and generates approximately 16,000 work orders for tier 2, 3 support.
The incidents may be reported by email, phone or by an online form(s). These online forms submit an email or web service request to Service Desk Express to create incident/request tickets. The client is automatically provided an incident/request ticket number via email for reference.
CCS has implemented serial and parallel workflows for automated work order assignment purposes.
Time and Material charges are captured on the work order for chargeback billing to departments. Work order captures customized fields for company code(n), fund code(nn), cost centre(nnnnn), account(nnnn), activity code(aaaa), time and material costs. CCS currently queries and exports from the database, time and material charges on closed work orders at the end of each month.
CCS desires to implement a new solution that includes the above processes as well as new functionality, such as integration with our existing Single Sign-on, knowledge bases, self-service portal, customizable workflows, and dynamic forms.
Proponents may respond to the RFP for a total Information Technology Service Management (“ITSM”) Solution. The system may be either in the Cloud or locally hosted in Ryerson.
Ryerson will use a cybersecurity rating service Bitsight to evaluate the cybersecurity posture of online services. Proponents shortlisted for the security assessment shall provide Ryerson with access to their hosted product. Proposals achieving a low cybersecurity rating will be eliminated from further evaluation in the RFP Process.
Timing of Subsequent Notices:
Not applicable.
Tendering Website:
Suppliers will find the tender documents at: https://www.merx.com/
Pricing and Payment Terms are available on the MERX website.
Procurement Method:
Open tender whereby all interested suppliers may submit a response.
Estimated Quantities:
Available within the tender document.
Submission Details:
Suppliers shall submit their response using Bonfire at: http://ryerson.bonfirehub.ca
Submission Deadline:
Closing Date is May 14, 2018.
Public Opening:
Not Applicable.
Conditions for Participation:
Insurance Requirements
The Supplier shall carry at all times during the performance of the Services, including any warranty period at its own cost and expense, the following minimum insurance:
- Commercial General Liability Insurance against third party bodily injury (including death), personal injury and broad form property damage (including loss of use) and including products and completed operations liability and blanket contractual liability for an amount of not less than five million dollars ($5,000,000.00) per occurrence. Such insurance shall include a cross liability and severability of interests clause and an endorsement naming Ryerson University, its governors, trustees, officers and employees as an Additional Insured;
- Standard automobile insurance for all vehicles owned, licensed or leased by the Supplier and non-owned automobile insurance, where required, for an amount of not less than two million dollars ($2,000,000.00), per occurrence for each type of coverage. Where the non-owned automobile insurance coverage is provided within a general liability policy, a separate policy is not required;
- Professional liability insurance for an amount of not less than five million dollars ($5,000,000.00) per occurrence, if applicable to the type of Services offered under this Agreement. This insurance policy is required to be maintained throughout the Term of the Agreement and for a period of twenty-four (24) months after the completion of the Services;
- Cyber and Privacy Liability covering actual or alleged acts, errors or omissions committed by the Supplier, its agents or employees. The policy shall also extend to include the intentional, fraudulent or criminal acts of the Supplier, its agents or employees.
The policy shall expressly provide, but not be limited to, coverage for the following perils:
- unauthorized use/access of a computer system
- defense of any regulatory action involving a breach of privacy
- failure to protect confidential information (personal and commercial information) from disclosure
- notification costs, whether or not required by statute; and
- Such other types of insurance as would be carried by a prudent person or as Ryerson may from time to time require, having regard for the nature of the Services and its location.
All policies of insurance are to provide for thirty (30) days’ written notice to Ryerson prior to any cancellation, material changes or amendments restricting coverage of any policy or policies.
The Supplier shall provide a Certificate of Insurance to Ryerson as set out and required above.
Workplace Safety And Insurance Board
The Supplier and its Workers shall at all times during performance of the Services:
- comply with all requirements of the Workplace Safety and Insurance Act and regulations;
- maintain their accounts with the Workplace Safety and Insurance Board (WSIB) in good standing; and
- verify that such accounts are in good standing forthwith upon the request of Ryerson.
Alternatively, the Supplier must provide proof of continuous Employer Liability Insurance coverage, equivalent to WSIB coverage, in the amount of not less than three million dollars ($3,000,000.00) for the same term and as described in the foregoing Insurance clause.
Mandatory Submission Requirements:
- RFP Appendix C - Proposal Acknowledgement Form
2. RFP Appendix D – Mandatory Functional and Technical Requirements
Complete submission requirements are provided within the tender document.
Scored Submission Requirements:
- Company Information
- RFP Appendix E – Functional Requirements
- RFP Appendix F – Application Administration Requirements
- RFP Appendix G – Technical Requirements
- RFP Appendix H – Scalability and Performance Requirements
- RFP Appendix I – Implementation Strategy & Support and Services Requirements
- RFP Appendix J – Data Security and Privacy Requirements
- RFP Appendix K – Accessibility Compliance Requirements
- Cybersecurity Assessment
- Presentation – Demonstration
- RFP Appendix L – Price Form
Complete submission requirements are provided within the tender document.
This procurement is covered by:
- Chapter 9 of the Ontario-Quebec Trade and Cooperation Agreement
- BPS Procurement Directive
Time-Frame for Delivery/Duration of Agreement:
The term of the Final Agreement is three (3) years, plus 2 optional renewal periods of one (1) year each, in the discretion of Ryerson.
Additional Options:
Available within the tender document.
Negotiation:
At the end of the evaluation process, Ryerson University may identify one or more suppliers with whom it wishes to enter into negotiations, by written notification.
Electronic Auction:
The process does not involve an electronic auction.
Supplier Prequalification (if applicable):
Not Applicable.
Responses must be submitted in English.
Suppliers should note that information contained within this notice is subject to change. Suppliers are encouraged to download the tender document, which contains the most current information.
If there is a conflict between the tender document and this Tender Notice, the tender document will take precedence.
