Request for Proposals for Outsourced Information Technology Support Services

Due by 12:00 noon on Friday, December 11, 2020 via electronic submission

Description

The purpose of this Request for Proposals (RFP) is to invite submissions from qualified and experienced companies (the “Administrator”) for ongoing information technology support services. The Community Foundation for Greater New Haven (The Community Foundation) is seeking a company to manage both day to day network, hardware and software needs as well as provide strategic consultation and advise on a myriad of related matters.

Organizational Mission and Structure
Established in 1928, The Community Foundation’s mission is to inspire, support, inform, listen to and collaborate with the people and organizations of Greater New Haven to build an ever more connected, inclusive, equitable and philanthropic community. The Community Foundation is one of the oldest in the country and holds approximately $600 million in donors’ and nonprofits’ charitable assets. The Community Foundation distributes the revenues generated from its 1,000 separate funds to support a wide range of programs, initiatives, strategies, nonprofits, and community priorities primarily within a 20-town area in south-central Connecticut.

The Community Foundation is governed by an eleven member Board of Directors and has a professional staff of forty one. The Community Foundation has an annual operating budget of approximately $32 million, receives approximately $25 million in gifts and transfers annually, and makes annual grants and distributions of approximately $30 million. The Community Foundation is a registered investment adviser and has recently also created a special purpose LLC to carry out its mission related investing. The Community Foundation’s primary office location is in downtown New Haven, though due to COVID, most employees are working remotely from their homes. It is anticipated that remote working will continue to a high degree going forward.

The Valley Community Foundation (VCF), has an affiliation agreement with The Community Foundation. The Community Foundation works with VCF to build impactful community philanthropy in 5 of its 20-town service area. The Community Foundation provides back office services and infrastructure support to VCF. VCF is located in Derby, CT, where 5 employees are based, and half are currently working from home. VCF shares our network and software and are supported in the same way TCF employees are relative to technology needs.

Current Landscape

The Community Foundation’s technology functions are currently overseen by its Vice President of Finance and Operations and its Director of Information Management and Analysis. The network administration, cybersecurity and strategy functions are primarily handled by the Vice President for Finance and Operations. Our primary database (Foundation Information Management System aka FIMS, an on premise relational database) and the systems connected to it (primarily, but not exclusively Blackbaud hosted products) are handled by the Director of Information Management and Analysis. Purchasing, hardware, and help desk management are shared between the two positions. The organization currently retains an outsourced network administration company who provides managed services and tech support, primarily remotely, but dedicates 4 hours of their VP of Operations to The Community Foundation per month, which was handled onsite pre-COVID.

In addition to the products listed above, The Community Foundation utilizes Outlook on the Microsoft 365 platform. Other Microsoft products are licensed software on our network. KnowBe4 has been deployed for the past year as a tool to manage phishing and social engineering risks. Our websites are handled separately and are not included in this RFP. All users have Dell Latitude laps, all running Windows 10, which are replaced on a three year rotation. We have a few users who have been issued Surface tablets.

The Community Foundation provides an IPad to Board members who access an online portal (Board Effect) for meeting and other materials. The Community Foundation provides IPhones to certain staff. Due to COVID most staff are additionally using their personal cell phones, though no formal BYOD policy is in place. Other than the intersectionality of devices and our networks, telecommunications is not included in this RFP.

The Community Foundation has a number of policies and procedures in place and has undergone a SOC-1 Type I and Type II audit over the past two years related to our investment management line of business. Technology internal controls were reviewed as part of these audits and resulted in no material findings. Several years ago The Community Foundation contracted with an accounting firm to conduct pentration tests. No additional security audits have been performed.

Three years ago The Community Foundation contracted with a consultant who assisted with the creation of a three to five year technology roadmap. Much of the plan has been implemented. This RFP is one pending roadmap item.

Scope of Work

The Community Foundation currently has no IT staff in house. We are seeking proposals for fully managed services and have no predefined expectations as to how those services are delivered. The services should include, but are not limited to:

  • Network Management, including patching
  • Security and Risk mitigation
  • Email Management, including spam protection
  • Application Management
  • Infrastructure Support
  • Backup Management & Disaster Recovery
  • On-site and remote support (Help Desk)
  • Additional remote management, access, reporting, and automation
  • Maintain network documentation

Consistent, reliable, and secure access for all staff at any location is critical to the scope of this work.

The Community Foundation is seeking a partner in developing long term strategic technology plans to support business needs both proactively and as they evolve. The selected vendor will be asked to provide technical leadership and will make recommendations for future purchasing and technology needs, recommend policy and practices for efficient and effective technology operations, assist in audit, business continuity, disaster recovery and risk management planning and testing.

Deliverables

  1. Describe your approach to provide installation, configuration management, patching, monitoring, and ongoing maintenance for network devices.
  2. Describe your firm's capabilities related to security including your ability to conduct network and security assessments and ability to complete any necessary system enhancements.
  3. Detail the process of providing services, including time spent on-site and remote support available. Define standard service hours during regular business hours, weekends, and holidays. Any applicable Service Level Agreement (SLA) for response time options should be included.
  4. Detail your firm’s proposed approach to offering end-users a uniform working experience at any location.
  5. Describe any software utilized for routine patching and updates, as well as software for communication and remote support, such as helpdesk ticketing system.
  6. Outline your firm’s procurement and purchase ordering process, if defined.
  7. Describe any additional service items, and cost, that may be of interest to The Community Foundation.
  8. Detailed pricing for the services proposed.
  9. Three references – current clients with comparable services including company name, contact name, phone number and e-mail.
  10. Acknowledgement of any potential conflicts with The Community Foundation and/or VCF.
  11. Describe your billing protocols and ability to accept payment via ACH.
  12. Priority will be given to minority, including women owned businesses and/or located in our 20 town region. If your firm has any of these characteristics, please describe.

Minimum Qualifications

  • be licensed to do business in Connecticut,
  • have the expertise, license, and resource to provide managed IT services and support for The Community Foundation’s current and future operations,
  • consistently maintain and allocate sufficient staff resources to provide timely service,
  • maintain staff that are qualified and available to provide necessary, specialized expertise in various technological areas,
  • maintain required business insurance coverage.

Timeline and Submission

Responses should be delivered via email no later than 12:00 noon on Friday, December 11, 2020 to: Wendy Gamba, Vice President for Finance and Operations.

All questions and requests for additional information regarding this RFP should be submitted to: Jolyn Walker, Administration Officer.

All questions received will be answered and shared with all vendors receiving this RFP. If this RFP has been received indirectly please notify Jolyn Walker, with contact information, to be notified of question and answer responses.

Thank you in advance for your interest in The Community Foundation for Greater New Haven and your anticipated response to this RFP.