137-25 Exhibits to the Resolution for Extension of Contracts for IT Network Management Services - 2025 (002).pdf

TABLE OF CONTENTS Pages Advertisement ………………………………………………………………………………………………………………………3 Overview ……………………………………………………………………………………………………………………………….4 Section I – Technical ………………………………………………………………………………………………………………8 Section II – Management ……………………………………………………………………………………………………..20 Section III – Cost …………………………………………………………………………………………………………………..28 Section IV – Proposal ……………………………………………………………………………………………………………32 Section V – General Instructions & Mandatory Forms ………………………………………………………….41 Section VI- Bidders Check list ……………………………………………………………………………………………….56 2

ADVERTISEMENT Request for Proposal The Township of West Orange is soliciting proposals through the competitive contracting process in accordance with N.J.S.A. 40A:11-4.1(a), et seq. for Network Managed Services- RE-BID. The proposal package can be obtained in person at the Township of West Orange, 66 Main Street, Purchasing Room 111, West Orange, NJ 07052, during regular business hours, 8:30 a.m. to 4:30 p.m. or by emailing a request to preynolds@westorange.org. Any vendor wishing to submit a proposal must provide a letter of intent prior to submission which is due Thursday, May 19, 2022 @ 11:00 A.M. Intention letters can be emailed to: John O. Gross, CFO jgross@westorange.org and a copy sent to Panayiota Reynolds, Purchasing Agent preynolds@westorange.org. Any vendor who does not submit a letter of intention will not be considered qualified for an award. Proposals, clearly marked with the title and name and address of party making same, addressed to the Township Council of the Township of West Orange can be mailed, or hand delivered to the Municipal Building, Room 111, 66 Main Street, West Orange, NJ 07052. Proposal due date is Wednesday, June 8, 2022 @ 10:00 A.M. and will be publicly opened and read in the Council Chambers located at 66 Main Street on the same day. No proposals received after that time will be considered. Bidders are required to comply with the Contract Compliance and Equal Employment Opportunities in Public Contracts N.J.S.A. 10:5-31 et seq. and N.J.A.C. 17:27 and have a current New Jersey Business Registration Certificate P.L. 2004, N.J.S.A. 52:25-24.2. Panayiota Reynolds, RPPS, QPA Purchasing Agent 3

TOWNSHIP OF WEST OARNGE 66 MAIN STREET WEST ORANGE, NEW JERSEY 07052 COMPETITIVE CONTRACTING REQUEST FOR PROPOSAL FOR NETWORK MANAGED SERVICES-REBID SCOPE: The Township of West Orange (“TOWO” or “Township”) is soliciting proposals to obtain network monitoring and management services support for our enterprise and global networks in both the uniformed network (Police & Fire) and non-uniformed network. The Network Managed Services Provider (“NMSP”, ”Vendor”, or “Contractor”) will bid on one or both networks and be able to deliver services consisting of but not limited to: • Management of Local Area Networks (LAN) • Management of Wide Area Networks (WAN) • Performance Testing • Upgrades for network hardware and software • New project development and installation • Day to Day Network/Systems Consulting TOWO issues this request for a Network Managed Services Provider with the intent of having a third party manage TOWO’s networks. All of the above will hereafter collectively be referred to as the “Proposed Solution.” It is anticipated that an award will be made for the year 2022 on or about July 19, 2022 for services to be implemented on or about August 1, 2022 through December 31, 2022. This contract can be awarded anywhere from 1 to 5 years subject to availability of funds. 4

The goals of the Township are as follows: 1) Increase effectiveness and efficiency of the Information Technology Systems. 2) Reduce the operating costs of the Township required to manage its Information Technology Systems. 3) Improve Service strategy, service operation and continual service improvement. INFORMATION ABOUT THE TOWNSHIP’S ORGANIZATION AND OPERATIONS: The Township of West Orange in a full service municipality serving 48,843 residents in the County of Essex in the State of New Jersey, providing a wide array of services, from public safety (police, fire, health, etc.) to land use control, design, construction and maintenance, are provide by its staff, 300+ full-time and up to 200 part-time employees, assigned to the following departments: Department: (location) Non-Uniform Executive & Legislative Department: (Town Hall) Mayor’s Office ABC Board Town Council Township Clerk Legal Services Planning Board Board of Adjustments Waste Management Municipal Court Public Defender Administration & Finance: (Town Hall) Business Administrator’s Office Purchasing Tax Collection Comptroller 5

Planning & Development: (Town Hall) Planning & Development Construction Housing Assessing: (Town Hall) Senior Citizen Health Center Child Health Clinic Recreation: (2 locations) Parks and Playgrounds Pool Assessor’s Office Public Works: (Engineering Building) Uniformed: Engineering Police: (Police Building) Public Works Police Health: (Town Hall) Fire: (5 locations) General Health Services Fire Senior Citizen Transportation Uniform Safety Welfare Emergency Management Animal Control TOWO’s Office of Information Technology (OIT), is responsible for providing all aspects of information technology and network communications for TOWO. This includes deploying, maintaining, and administering all computer, network, and communication functions. OIT is also responsible for establishing connectivity to several network and security devices throughout our area. All connectivity is handled via the commodity Internet, TLS, T1, Dark Fiber circuits or secure VPN tunnels. AWARD CRITERIA AND FACTORS: Award(s) for Network Managed services to the Township of West Orange for both uniformed and nonuniformed networks will be based on the following criteria: • Responsiveness of the proposal related to the scope of the work. • Ability, capacity and skill the vendor to perform the services effectively and on a timely basis. 6

• Financial strength and stability of the Vendor. • The quality, availability and adaptability of the services to the particular need required. • Net cost, including the Township’s cost of implementation & ongoing training, for a 1 to 5 year relationship • Experience and expertise level of key personnel providing such services • Experience and expertise of providing such services to the public sector. Factors that will be considered when evaluating these criteria will include, but not limited to: • Functionality of Proposed Solutions • Support Services Offered to Township Employees • Vendor History • Product Suitability • Use of Technology • Required Infrastructure • Implementation Schedule • Vendor’s ability to provide the general and technical requirements below 7

Section I - Technical 1.1 General Requirements: TOWO is seeking a vendor to provide high-quality technical solutions, support and expertise to all Township sites by means of managing Local Area Networks (LAN) and Wide Area Networks (WAN), performing testing, installations, upgrades for network hardware and software. The Contractor shall provide service strategy, service operation and continual service improvements. The Contractor will be assigned to projects of varying size and scope by Network Operations management, with the expectation of performing all required tasks, not limited to implementation. TOWO is requesting a contractor that can fulfill the following: • Monitoring Services • On-Site Support If/When Needed • Remote Managed Services Support If/When Needed • New project development and installation 1.2 The contactor roles and responsibilities will include but not be limited to: • Mitigation and resolution of detected issues • Diagnose problems before and after occurrence • Troubleshooting and maintenance of network systems • Network system support (install, test, maintain, monitor and tune) • Respond to Tickets forwarded from other responsibility areas • Tracking “chronic” or recurring problems and escalate within the IT Management Chain • Network Performance Monitoring in a Control Central Environment 8

• Network Performance Analysis (trend, analysis, performance monitoring and capacity planning) Network Configuration Control and Management • Network Management (Utilization and Capacity) • Network Utilization and Availability Report • Management and Administration of Network Monitoring Tools • Accurately document IP Configurations Installation of network hardware and associated cabling Provide quality assurance on all network installed equipment • Support LAN based wireless technology in the enterprise 1.3 Network Problem Identification, Troubleshooting and Maintenance • The Contractor shall continuously monitor a trouble ticketing system for new or escalated tickets, provided by the Contractor, and update at a minimum every hour when appropriate. All information entered into the ticket shall be clear, concise and accurate. Upon receipt of the trouble ticket, the Contractor shall initiate immediate action to clearly define the problem and effect immediate resolution, or document the problem in the trouble ticketing system to effectively track it to satisfactory resolution, or redistribute it to the appropriate IT group responsible for action towards satisfactory resolution. • The Contractor shall document each step in the troubleshooting process as it occurs and update the trouble ticket. Due to the complex nature of networks, it is possible for the source of network problems to reside in one or more devices concurrently. As such, the Contractor shall perform troubleshooting techniques to isolate the source of, diagnose and resolve or assist in the resolution of network problems. • The Contractor shall use existing diagnostic tools or tools that are appropriate for use in diagnosing problems. • The Contractor shall, when required, participate and/or lead in conference calls during mitigation actions or network anomalies. • The Contractor when directed shall provide the Network Operations group with after action reports regarding troubleshooting efforts and/or resolution actions taken during and/or after network event troubleshooting. 9

1.4 Network Problem Resolution and Referral • The Contractor shall refer network problems to various sources when resolution cannot be achieved by Contractor personnel. If diagnosis or resolution has not been completed in accordance with SLA’s as defined below, the Contractor shall escalate the problem to Network Operations Engineers for further action. • When problems are detected in hardware or circuits, the Contractor must report and resolve the issue, including parts and labor to correct the problem as necessary. See SLA’s as defined below. 1.5 Network Installation Support • The Contractor shall install or modify network components and other systems as required. This includes physical and logical connections with switches, routers, firewalls and related hardware. No modifications or changes shall be made without an approved change request provided by Network Operations. The Contractor shall support implementation of configuration processes based on change review approval by Network Operations. The Contractor shall assist Network Operations in adhering to the approved process for introducing a scheduled maintenance or network configuration change. • The Contractor shall provide support in troubleshooting network problems associated with new or revised hardware or software installations. The Contractor shall provide support in coordinating new off-network connections including direct site-to-site links with other agencies. The Contractor shall update baseline artifacts to include logical design, as-is drawings and other baseline documents. Occasional staff travel requirements may occur as a result of requirements, but is addressed on a case-by-case basis. 1.6 Network Management and Monitoring • The Contractor shall be responsible for using Contractor’s management tools to monitor our stateside and LAN and WAN networks. • The Contractor shall have access to the use of a wide assortment of management tools to assist in identifying, analyzing and diagnosing network system problems. 10

1.7 Network Utilization • The Contractor shall be responsible for monitoring network utilization to ensure the network infrastructure accommodates customer traffic to all of the customers to help reduce operational costs and establish a foundation for future services. • The Contractor shall coordinate with outside entities as needed for establishment and baseline verification of baseline and operational network utilization. The utilization statistics shall be captured primarily using various tools to monitor device interfaces in relation to transmission media capabilities. 1.8 Network Availability • The Contractor shall monitor network availability and compare sample data with the information in the commercial service provider circuit availability reports for verification and validation of outage statistics. 1.9 Network Trend Analysis • The Contractor shall perform network trend analysis to compile daily and/or longer-term reports for various network traffic areas of interest. These reports shall supply both generalized and specific information about targeted areas and shall provide useful snapshots of information. These reports shall include but are not limited to daily and weekly reports covering various error conditions, workload (i.e. CPU) and memory and network utilization. Customized trend analysis shall be provided based on current monitoring capabilities on an as-needed basis. 1.10 Network Capacity Planning • The Contractor shall perform data collection to assist in network capacity planning. Network usage and configuration information shall be used with performance statistics to reflect current and long-term bandwidth utilization. This information shall be used to better estimate future requirements based on application, organizational or technological changes as well as adjustments to provide improved cost/benefit of current resources. 11