Basic Information

Reference Number

0000184682

Issuing Organization

York University

Solicitation Type

RFP - Request for Proposal (Formal)

Solicitation Number

P21-059

Title

Service Desk Ticketing System

Source ID

PU.AC.ON.322261.C75367

Agreement Types

Broader Public Sector (BPS)

Canada-European Union Comprehensive Economic and Trade Agreement(CETA)

Canadian Free Trade Agreement (CFTA)

Details

Location

Canada, Ontario, Toronto

Description

Address:
York University
Procurement Services
4700 Keele Street
Toronto, Ontario
Canada, M3J 1P3

Description:
York is soliciting Proposals from experienced and qualified Proponents for the supply, delivery, implementation, support and maintenance of a ticketing system.
The system must provide a platform that is:

Flexible enough to enable different departments to self-manage and configure their unique service desk including their service catalogue;
Built following Information Technology Infrastructure Learning (“ITIL”) standards and guidelines; and
Extensible using APIs and connectors, thus allowing it to: o Integrate with existing systems within York’s environment:
- Connect to external applications and data sources
- Connect to external cloud services using Representational State Transfer (REST) protocol

See Mandatory and Desirable System Requirements (Section 6.4 and 6.5 respectively) for a more compressive list of requirements.

York University is open to open to both cloud-based and hybrid solutions; however, a strong preference will be given to cloud-based solutions.

York’s preference is to award one (1) qualified and experienced Proponent for the Work outlined in this RFP.

York will only consider Proposal submissions received from Proponents who have registered with MERX (www.MERX.com) for this competitive bid. Proposal submissions from Proponents who have not registered and obtained this Bid Document directly from MERX will be disqualified.

Tendering Website:
Proponents will find the complete RFP Documents at: https://www.merx.com/

Pricing and Payment Terms are available on the MERX website, respectively.

Procurement Method:
Open tender whereby all interested Proponents may submit a Proposal.

Estimated Quantities:
Available within the RFP Documents.

Submission Details:
Proponents shall submit their Proposal response at: https://yorku.bonfirehub.ca

Submission Deadline:
November 2, 2020 at 3:00:00pm EST.

Public Opening:
Not Applicable.

Conditions for Participation:
Available within the RFP document.
Mandatory Submission Requirements:

Executive Summary and Qualifications (Sections 4.1 and 4.2)(File type: .pdf) – Required
Methodology & Timetable/Work Plan (Sections 4.3.1 and 4.3.2)(File type: .pdf) – Required
System Mandatory Requirements (Section 4.3.3 and 10.0 Schedule B)(File type: Excel) – Required
System Desirable Requirements (Section 4.3.4 and 11.0 Schedule C)(File type: Excel) – Required
Proposed System License Agreement (Section 4.3.5) (File type: .pdf) – Required
Financial Considerations (Sections 4.4)(File type: .pdf) – Required
Price Schedule (Section 9.0 Schedule A)(File type: Excel (unlocked)) – Required
Acknowledgement (Section 4.7 and Section 13.0) (File type: .pdf) - Required
Alternative Proposals and Joint Proposals (Section 4.8 and 4.9)(File type: .pdf) – Optional

Complete submission requirements are provided within the RFP documents.

Scored Submission Requirements:

Qualifications, Experience and References;
Methodology;
Timetable/Workplan;
Mandatory System Requirements;
Desirable System Requirements; and
Financial Evaluation.

Complete submission requirements are provided within the RFP documents.

This procurement is covered by Chapter 5 of the Canadian Free Trade Agreement.

Delivery Date:
The Selected Proponent should have a fully implemented System by January to February, 2021 and a go live date of April 1, 2021.

Duration of Agreement:
The initial term of the Agreement shall be for forty-eight (48) months from the date of an award, with two (2) optional twenty-four (24) month extensions, at York’s sole discretion. All prices shall be net, firm and not negotiable for the initial forty-eight (48) months. Should York choose to exercise its option to extend subsequent to the initial term, any extension to the Agreement shall be upon the same terms and conditions, except for price, which shall be agreed in writing by the parties and shall not exceed the Consumer Price Index – Canada, All-items.

Negotiation:
Following evaluation of all Proposals, it is York’s intention to enter into negotiations with the leading Proponents who offers the best overall value to York. York’s intention is to establish a roster of Proponent’s based respectively on the highest to lowest best overall value scores. York reserves the full and sole right to determine how many Proponent’s are included in the roster list.
York reserves the right in its sole discretion to negotiate modifications to any Proposal received without becoming obligated to offer to negotiate with any other Proponent(s).

Supplier Prequalification (if applicable):

Not Applicable.

Responses must be submitted in English.

Proponents should note that information contained within this notice is subject to change. Proponents are encouraged to download the tender document which contain the most current information.

If there is a conflict between the RFP documents and this RFP Notice, the RFP documents will take precedence.

Dates

Publication

2020/10/07 04:58:13 PM EDT

Questions are submitted online

Closing Date

2020/11/02 03:00:00 PM EST

Contact Information

Jason Chernecky

416-736-2100 ext. 22516

jchernec@yorku.ca

Bid Submission Process

Bid Submission Type

Physical Bid Submission

Additional Bidding Instructions

York will accept Proposals uploaded and finalized on or before the closing date and time of: November 2, 2020, 3:00:00 pm local time. York accepts no responsibility or liability for misdirected, unreadable or incomplete Proposals.

All Proposals and accompanying documents must be uploaded electronically at:

https://yorku.bonfirehub.ca

York will NOT accept hard copy Proposals.

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