Request for Proposal (RFP) for Managed IT Services - Cooperation Canada

Company Name: COOPERATION CANADA

RFP Title: Managed IT Services

RFP Issue Date: May 13, 2024

RFP Due Date: May 24, 2024

Contact Information:

Name: Emre Eksi

Title: Director of Finance and Operations Email: eeksi@cooperation.ca

Phone: 613-241 7007

Background

Since 1968, Cooperation Canada, has brought together civil society organizations working in the international development and humanitarian sector. We advocate for these groups by convening sector leaders, influencing policy, and building capacity. Together, we work with partners both inside and outside Canada to build a world that's fair, safe, and sustainable for all.

Cooperation Canada is a registered charity with 25 employees based in Ottawa. Cooperation Canada uses Microsoft Office Suite (MS Teams, SharePoint, and Office products). Cooperation Canada has an internet infrastructure with two access points and cloud-based servers.

Objectives

We are seeking a qualified Managed IT Services provider to deliver comprehensive IT support and management to ensure the smooth and efficient operation of our IT infrastructure. Our goal is to enhance productivity, security, and reliability.

Scope of Work

1. IT Support and Helpdesk Services

24/7 Helpdesk support for all employees

On-site support as needed

Remote support capabilities

Response and resolution time SLAs (Service Level Agreements)

2. Network Management

Monitoring and maintenance of network infrastructure

Network security management (firewalls, VPNs, )

Regular network performance assessments

3. Server and Workstation Management

Monitoring and maintenance of servers and workstations

Patch management and updates

Backup and disaster recovery solutions

4. Cybersecurity Services

Proactive security monitoring

Regular security assessments and vulnerability testing

Implementation of security policies and procedures

Security awareness trainings

5. Cloud Services

Management and support of cloud-based solutions (e.g., Office 365, cloud storage)

Assistance with cloud migration if necessary

6. IT Consulting and Strategy

IT infrastructure assessments and recommendations

Technology roadmap development

Budgeting and planning for IT expenses (Optional)

7. Other Services

Software licensing management

Employee training and support

Requirements for Proposal

1. Company Information

Company overview and history

Relevant experience and expertise

References from similar clients

2. Service Delivery Approach

Description of your service delivery model

Details on how you will meet our specific needs

Explanation of your helpdesk and support procedures

3. Staffing and Resources

Information about your support team (qualifications, experience)

Details on staff training and development

4. Pricing

Detailed pricing structure (e.g., fixed monthly fee, per-user pricing, additional charges)

Clear breakdown of what is included in the pricing

5. Service Level Agreements (SLAs)

Proposed SLAs for response times, resolution times, uptime guarantees,

Penalties for not meeting SLAs

6. Security Measures

Overview of your cybersecurity practices and protocols

Compliance with relevant regulations and standards

7. Inclusion, Fair Labour and Environmental Considerations (Max 1 page)

8. Additional Information

Any additional services or benefits you can offer

Case studies or success stories from other clients

Evaluation Criteria

Proposals will be evaluated based on the following criteria:

Technical expertise and experience (15%)

Quality and comprehensiveness of the service delivery approach (25%)

Cost-effectiveness (25%)

References and past performance (15%)

Alignment with our company's needs and values (20%)

Cooperation Canada is committed to diversity, equity, inclusion and anti-racism. Our procurement processes include providing equitable opportunities for vendors of all sizes and backgrounds, including Black, Indigenous, and people of colour (BIPOC)-owned vendors, to be successful in a procurement process. We recognize that including inclusive procurement considerations can help reduce unnecessary barriers for diverse vendors when bidding on opportunities.

Inclusion, environmental considerations and fair labour practices will inform the selection process. All proposals should provide a short indication of how these elements are addressed.

Proposal Submission

Proposals must be submitted by May 26, 2024 to: EEKSI@COOPERATION.CA

Please format your proposal as follows:

Executive Summary

Detailed Response to Scope of Work

Company Information and References

Pricing

SLAs

Additional Information

Questions and Clarifications

Any questions regarding this RFP should be directed to:

Name: EMRE EKSI

Email: EEKSI@COOPERATION.CA

Conclusion

We look forward to receiving your proposal and exploring a potential partnership to enhance our IT services.

EMRE EKSI

DIRECTOR OF FINANCE AND OPERATIONS

COOPERATION CANADA

WWW.COOPERATION.CA

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