1. Healthcare

PARTNERSHIP TO ADVANCE
COLLBORATION AND EFFICIENCY
(PACE)
MA STATE COUNCILS OF PRESIDENTS
Request for Proposal
Information Technology Collaborative Service (Help) Desk
RFP: IT003PACE
RFP RELEASE DATE: January 29, 2015
RFP DUE DATE: February 20, 2015
Submitted by: PACE on behalf of the MA State Councils of Presidents
Return all responses in a sealed box or envelope with reference number and opening date and
time marked on the outside of the envelope. RETURN TO:
Charlie O’Donnell
Director of IT Sourcing and Procurement
Partnership to Advance Collaboration and Efficiency (PACE)
Massachusetts Community Colleges and State Universities Executive Officies
85 Devonshire Street, 7th Floor
Boston, MA 02109
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Informational Internet Sites:
http://www.masscc.org/
http://www.mass.gov
http://www.mass.edu/
http://www.masscc.org/partnerships-initiatives/pace-partnership-collaboration-efficiencies
http://www.comm-pass.com/
BIDDER’S RFP CHECKLIST
10 Most Critical Things to Keep in Mind When Responding to an RFP for PACE
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SIGN all required contract forms found in APPENDIX A and B.
Read the entire document. Note critical items such as: mandatory requirements;
supplies/services required; submittal dates; number of six (6) paper copies and one
electronic copy (USB Stick or CD/DVD) required for submittal; contract
requirements
Note the procedures for communication with any of the involved parties
during the RFP process. All communication during the RFP process must be in
writing to Charlie O’Donnell via e-mail at [email protected].
Take advantage of the “question and answer” period. Submit your questions
to PACE by the due date listed in the “Applicable Dates” sections and view the
answers given in the formal “addenda” issued for the RFP. All addenda issued for
an RFP are posted on the PACE and Massachusetts Com-PASS websites and will
include all questions asked and answered concerning the RFP.
Follow the format required in the RFP when preparing your response. Provide
point-by-point responses to all sections in a clear and concise manner.
Provide complete answers/descriptions. Read and answer all questions and
requirements. Don’t assume PACE or the evaluation committee will know what
your company capabilities are or what items/services you can provide. The
proposals are evaluated based solely on the information and materials provided in
your response.
Use the forms provided in Appendix A (Standard Contract Form Terms and
Conditions and W-9) and B (Forms for References and Bidder Information
and Signature)
Before submitting your response, check the PACE and MA Commbuys
websites at:
http://www.masscc.org/partnerships-initiatives/pace-partnership-collaborationefficiencies and http://www.commbuys.com/
to see whether any addenda were issued for the RFP: IT003PACE
Review and read the RFP document again to make sure that you have
addressed all requirements. Your original response and the requested copies must
be identical and be complete. The copies are provided to the evaluation
committee members and will be used to score your response.
Submit your response on time. Note all the dates and times listed in the
applicable date’s section and be sure to submit all required items on time. Late
proposal responses are never accepted.
This checklist is provided for assistance only and should not be submitted with Bidder’s Response.
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TABLE OF CONTENTS
Bidder's RFP Checklist (not to be submitted with the RFP) ________________________________ 2
GENERAL INFORMATION _________________________________________________________ 4
1.1 Purpose and Overview ____________________________________________________________ 4
1.2 Background _____________________________________________________________________ 4
1.3 Scope of Services _________________________________________________________________ 5
1.3.1 Key Deliverables ________________________________________________________________ 5
1.4 Evaluation Process _______________________________________________________________ 6
1.5 Contract Form ___________________________________________________________________ 6
GENERAL INSTRUCTIONS _________________________________________________________ 7
2.1 Applicable Dates _________________________________________________________________ 7
2.2 Preparation of Responses __________________________________________________________ 7
2.3 Cost of Preparation _______________________________________________________________ 7
2.4 Number of Copies ________________________________________________________________ 7
2.5 Proprietary Information ___________________________________________________________ 7
2.6 Submitting Responses _____________________________________________________________ 7
2.7 Late Responses __________________________________________________________________ 8
2.8 Questions and Communication via Designated Contact _________________________________ 8
2.9 Clarification of Responses _________________________________________________________ 8
2.10 Request for Additional Information ________________________________________________ 8
REQUIRED RESPONSES ____________________________________________________________ 8
3.1 Executive Summary ______________________________________________________________ 9
3.2 Vendor Profile ___________________________________________________________________ 9
3.3 Service Description _______________________________________________________________ 9
3.4 Project Schedule and Sample Summary Documents ____________________________________ 9
3.5 Proposal Costs ___________________________________________________________________ 9
3.6 Vendor Presentations _____________________________________________________________ 9
3.7 Pre-Award Negotiations ___________________________________________________________ 9
AWARD/EVALUATION CRITERIA _________________________________________________ 10
4.1 Evaluation Criteria ______________________________________________________________ 10
4.2 Scoring Responses _______________________________________________________________ 10
4.3 Award _________________________________________________________________________ 10
4.4 Notification to Proposers _________________________________________________________ 10
4.5 Contract Modification ___________________________________________________________ 10
4.6 Contractor Assignment of Sub-Contract ____________________________________________ 10
ADDENDUM ______________________________________________________________________ 11
APPENDIX A: State Contract Forms and Contract Language ________________________________ 12
APPENDIX B: Forms for References and Bidder Information and Signature ____________________ 13
APPENDIX C: ____________________________________________________________________ 16
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GENERAL INFORMATION
Note: This RFP document and subsequent associated information will be posted on the following
Internet Sites: http://www.masscc.org/partnerships-initiatives/pace-partnership-collaborationefficiencies and http://www.commbuys.com/
1.1 Purpose and Overview:
Participating PACE member institutions intend to execute agreements to provide faculty, staff and student
Tier-1 technology support services. The Partnership to Advance Collaboration and Efficiency (PACE) is
requesting proposals from information technology firms that provide telephone, e-mail and online
technology support services for multiple hardware devices and software applications popular throughout
Higher Education.
1.2 Background:
The 24 Massachusetts PACE member colleges and universities have a shared belief that a systematic mode
of cooperation among the 9 state universities and the 15 community colleges carries with it tremendous
benefits for each institution, its students, and the public at large. By working together, the campuses can
bolster levels of efficiency, increase productivity, and improve the delivery of services to constituents. A
collective commitment to collaboration and efficiency generates savings for every campus – savings that
can be strategically redeployed as each institution deems appropriate in bolstering student success,
improving the quality of academic programs, and making a college education both affordable and
accessible.
While the policies, strategies and infrastructure necessary to realize these benefits are varied, it is both
understood and respected by the 24 PACE campus presidents, that each institution has a unique history,
overarching set of needs, and slate of existing and evolving relationships. As such, the Charter affirms that
institutional participation in PACE and its initiatives is entirely voluntary and further recognizes that
institutions need not participate in every collaborative effort to be a full partner in the greater effort.
The list of the 15 PACE member community colleges, whose mission is to offer open access to high
quality, affordable academic programs with a commitment to excellence in teaching and learning and
provide academic preparation to approximately 138,000 students for transfer to four-year institutions,
career preparation for entry into high demand occupational fields, developmental coursework, and lifelong
learning opportunities, includes: Berkshire, Bristol, Bunker Hill, Cape Cod, Greenfield, Holyoke,
Massasoit, Mass Bay, Middlesex, Mount Wachusett, Northern Essex, North Shore, Quinsigamond,
Roxbury, and Springfield Technical. These campuses recently received an approximate aggregate annual
state appropriation of $233 million which amounts to less than 40 percent of campus operating budgets.
The list of the 9 PACE member state universities, whose mission is to integrate liberal arts and sciences
programs with professional education with three specialty colleges also focusing on academic areas
identified in their names, seek to develop critical thinking, quantitative, technological, oral, and written
communication skills and practical appreciation of the arts, sciences, and humanities as they affect good
citizenship and an improved quality of life for approximately 74,000 students, includes: Bridgewater,
Fitchburg, Framingham, Massachusetts College of Art and Design, Massachusetts Maritime Academy,
Massachusetts College of Liberal Arts, Salem, Westfield, and Worcester.
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1.3 Scope of Services:
Participating PACE member institutions have varied requirements and are seeking proposals from
qualified firms with proven experience in higher education to provide off-site call center to supplement
campus technology teams. The selected firm(s) would provide tier-1 helpdesk services in compliance with
the mutually agreed service level agreement. Individual institutions may desire the opportunity to contract
for the following service options:
1) 365x24x7 Tier-1 technology assistance support
2) Faculty, staff and student 365x24x7 Tier 1 technology assistance support with LMS support automatically
directed to LMS Provider
3) Students Only – 365x24x7 Tier-1 technology assistance support
4) Students Only - 365x24x7 Tier 1 technology assistance support with LMS support automatically directed to
LMS Provider
5) LMS (Learning Management System) 365x24x7 Tier-1 technology assistance support
6) After hours support (5PM Eastern to 8AM Eastern)
7) Weekends/Holidays only – faculty, staff and students
8) Weekends/Holidays only – students
9) Weekend/Holidays only – LMS Student Support
10) Other
Individual member institutions may request other variations of the proposed models where appropriate.
For example, Institutions may desire 24x7 coverage during the F all and Spring Semester time frames
while reduced coverage would be utilized during not peak periods. In addition, potential vendors should
be prepared to provide peak demand coverage during the first two weeks of the fall and spring semesters.
1.3.1 Key Deliverables:
Tier 1A phone, chat, e-mail, and web-form support for:
a. Students
b. Faculty
c. Staff
d. All
e. Group selected by individual institutions
2. Generate an incident report (ticket) at the institutions option:
a. In the institutions Service Desk Call Reporting System
b. In the vendor provided Service Desk Call Reporting System
3. Gather, maintain and update information on a publicly accessible and searchable website which provides
subscribers with self-help tools and procedures specific to the particular institution and general technology
issues.
4. Actively assist institutional subject matter experts to update and gather knowledge base cases to support the
engagement
5. Basic troubleshooting and ability to answer basic how-to questions for supported applications
6. Provide Tier 2 service technicians with sufficient documentation included in the ticket escalation if unable to
resolve the issue.
7. Meet all key performance indicators and service level agreements, including during peak demand periods,
on a monthly reporting basis
8. Utilizing an institution provided communications plan, keep the College/University on-site support
personnel advised of problem trends and systems which appear to be unavailable.
9. Vendors shall provide a single Account/Project Manager “Point of Contact” for all vendor based activities.
At the option of the individual institution, the Account/Project Manager will have weekly status calls during
the first 120 days of the contract. After the initial 120 day period the individual institutions may opt for biweekly or monthly status updates.
10. If the vendor supplies the ticketing system then at the end of the contract term the vendor must provide an
electronically readable and transferable call history and statistical analysis. In addition, any vendor provided
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toll free number must be transferred to the institution. In addition, at the termination of the agreement the
vendor must supply any and all knowledgebase materials created for the benefit of the institution.
Knowledgebase materials shall be provided in a transferable electronic format.
The vendor shall provider a customizable telephone calling tree.
Vendors are responsible for providing technicians who are familiar with the individual institutions
operations and it is highly recommended that a dedicated team be assigned to individual institutions.
The vendor is expected to have experience in supporting common ERP systems, Learning Management,
various end user operating system issues, mobile technologies, Microsoft Office, Google Docs and other
commonly used end user computing products. Support skill should include but should not limited to
Blackboard, Ellucian Banner, Ellucian Colleague, Moodle, Jenzabar, and PeopleSoft.
Vendor must deliver and maintain a rigorous data security profile and routinely comply with all applicable
laws, rules and regulations.
Specific Requirements for Fitchburg State University:
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The Vendor is required to have a minimum three years’ experience serving institutions of higher education,
as well as experience supporting Ellucian Banner and Blackboard Learn. In most instances Blackboard
Learn assistance will be automatically rerouted to Blackboard for Tier 1 support.
Vendor is required to have expertise in Microsoft Office, Microsoft operating systems, Outlook/Exchange,
Apple operating systems, Internet browsers and web-based email.
The call center must be located in the United States or Canada and remain within these countries throughout
the duration of the contract.
Vendor is required to have a demonstrated commitment to and processes for protecting data security
including compliance with federal and state statutes and regulations as well as client policies. This includes
but is not limited to FERPA, HIPPA, and MGL Ch 93H.
Specific Requirements for Mount Wachusett Community College:
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The Vendor is required to have a minimum three years’ experience serving institutions of higher education,
as well as experience supporting Ellucian Banner and Blackboard Learn. The vendor will act as the support
entity for Blackboard Learn
Vendor is required to have expertise in Microsoft Office, Microsoft operating systems, Outlook/Exchange,
Apple operating systems, Internet browsers and web-based email.
The call center must be located in the United States or Canada and remain within these countries throughout
the duration of the contract.
Vendor is required to have a demonstrated commitment to and processes for protecting data security
including compliance with federal and state statutes and regulations as well as client policies. This includes
but is not limited to FERPA, HIPPA, and MGL Ch 93H.
1.4 Evaluation Process:
The following criteria will be utilized to select potential vendors for final contract negotiations:
Each item will be assigned a point value and the vendors achieving the highest values will be invited for
further discussions. All responses will be reviewed and the vendors who appear to most closely meet the
needs of the member institutions will be requested to provide additional information which may include a
visual inspection of the vendor facility by members of the evaluation team. Detailed vendor staff
interviews, telephone meetings or face to face reviews of vendor operations and procedures may be
required. Transportation expenses to inspect the vendor facilities will be the responsibility of the
participating PACE member institutions. The evaluation team may require additional documentation,
information or reviews in order to fairly and thoroughly evaluate and validate vendor operations.
1.
Physical location of the support facility, preference will be awarded to call centers located in English as the
primary language locations, additional preference will be awarded for call centers located in the continental
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US and the highest preference will be awarded to call centers located within the Commonwealth of
Massachusetts. Vendors who have been established in other locations who are open to a contractual
commitment to open a call center within the Commonwealth of Massachusetts within 180 days of
acceptance by the member institutions shall also receive the highest preference.
2.
Vendors who have embraced ITIL philosophy and actively embed documented ITIL best practices into the
day to day operations will be awarded preference. Vendors should submit documentation of their training
program, operational philosophy and sample staff qualification profiles.
3.
Proposals will be evaluated for accuracy, completeness and quality of presentation. Proposals considered to
be most accurate and complete will receive preference.
4.
The financial health of the vendor and the perceived ability to remain a going concern
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References.
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Depth and variety, of performance measurement and reporting tools provided by the vendor.
7.
Pricing information, which should indicate a per incident charge, annual minimum charges and an annual
maximum charge for the service levels specified. Vendors shall also provide pricing imposed in the event
that the institution exceeds service level demands specified in the proposal.
8.
Volume, level and quantity of service offered by the Vendor.
9.
Term of service and flexibility of the vendor to offer a variety of service duration terms
10. Discounting offered to all member institutions as participation and service volume increases.
1.5 Contract Form: Any award made as a result of this RFP process will be subject to the contract terms
and conditions provided by the State of Massachusetts found in Appendix A. Questions related to the
contract terms should be directed to specific clauses or lack thereof. The term of this contract shall be for
a period ending June 30, 2017. The period of performance under this contract will be from date of
execution by the parties, or notification of earliest start date and the contract end date.
GENERAL INSTRUCTIONS
2.1 Applicable Dates:
RFP Release Date
Bidder Questions Due
Response to Bidders Questions
RFP Due Date
Vendor Presentations (semi-finalists)
Bid Award
Anticipated Contract Start Date
January 29, 2015
February 6, 2015, 2 pm EST
February 13, 2015, 2 pm EST
February 20, 2015, 1 pm EST
Week of March 2, 2015
Week of March 16, 2015
July 1, 2015
PACE in consultation with the participating member institutions; reserve the right to revise this schedule at
its sole discretion.
2.2 Preparation of Responses: Responses must be prepared on standard 8.5" x 11" paper. The vendor's
name must appear on each page. Responses to the ‘Required Responses’ section must be formatted to
correspond numerically to the requirements listed.
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2.3 Cost of Preparation: Vendor costs, associated with preparing or presenting any response to this
request, will be borne by the bidder.
2.4 Number of Copies: To ensure all relevant material is received Six (6), complete hard copy responses
and one electronic copy (USB Stick or CD/DVD) must be submitted by the due date stated under
‘Applicable Dates’. All materials become the property of PACE upon receipt in the Office. In addition, all
documents, attachments, product brochures, financial statements and other materials should be provided
electronically on a USB Flash Drive or CD/DVD.
2.5 Proprietary Information: Information contained in the vendor's response that is proprietary must be
clearly designated. Marking the entire response as proprietary will neither be accepted nor honored.
PACE cannot guarantee that all such material noted remains proprietary, particularly if it becomes a
significant consideration in contract award. Information will only be kept confidential to the extent
allowed by Public Disclosure Law.
2.6 Submitting Responses: Responses must be sealed in a box or envelope with the name and address of
the vendor appearing on the outside of the box or envelope. The outside lower left-hand corner must state
the title, reference number, and the opening date and time.
Vendors must submit Six (6) hard copies and One electronic (USB Stick or CD/DVD) of their response to
the PACE Office, c/o MA State Council of Presidents, 85 Devonshire Street, 7th Floor, Boston, MA,
02109. Whether mailed or hand delivered, the response must arrive at the Council of Presidents, PACE
Office no later than the date and local time identified in Section 2.1 of these instructions. The method of
delivery will be at the discretion of the vendor and will be at the vendor's sole risk to assure delivery to the
Council of Presidents, PACE office at the mandatory date and time. PACE and participating member
institutions does not take responsibility for any problems in the mail or delivery services. Receipt by any
other office or mailroom is not equivalent to receipt by the MA State Council of Presidents/PACE Office.
If delivery is by mail or hand delivered, the address/physical location is:
MA State Councils of Presidents
PACE Office
85 Devonshire Street, 7th Floor
Boston, MA 02109
Attention: Charles M. O’Donnell
NOTE: Bidders are advised to send their responses prior to the proposal deadline to compensate for
potential delays in mail transmission.
2.7 Late Responses: Any response received after the hour specified will not be reviewed.
2.8 Questions and Communication-Deadline via Designated Contact: All communications and/or
questions in regard to this request must be submitted via e-mail. All questions shall be answered and made
available to all bidders on the PACE website and on the Comm-Buys website. Questions shall be e-mailed
to [email protected] and must contain QUESTION - PACE RFP IT003 in the subject line. In
either case, please reference the RFP number on the cover sheet before February 6, 2015, 2:00p.m.
Inquires received after the specified date will not be accepted.
PACE will compile all the questions and will respond to such questions via addendum which will be
posted on the PACE website (http://www.masscc.org/partnerships-initiatives/pace-partnership-collaborationefficiencies) and Commbuys website (http://www.commbuys.com/) under solicitation RFP: IT003PACE
under the specification tab, by February 13, 2015, 2:00 pm. Telephone calls will not be accepted.
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Prospective bidders are prohibited from obtaining information about the proposal from PACE and/or
campus personnel.
2.9 Clarification of Responses: As part of the evaluation process, vendors may be asked to clarify
specific points in their response. However, under no circumstances will vendors be allowed to make any
changes to their responses after the RFP deadline date.
2.10 Request for Additional Information: Vendors under consideration are asked to provide current,
audited financial statements or the equivalent to include at a minimum: an income statement; statement of
cash flows; and a balance sheet. Closely held firms may provide alternative financial information such as
loan guarantee agreements or other information which would provide the selection committee in their sole
judgment the ability to evaluate the financial health and viability of the vendor. This information is subject
to disclosure if it is deemed to be a determining factor in an award decision.
REQUIRED RESPONSES:
Vendors are required to respond to each of the items detailed in this section. Responses should be
formatted to correspond numerically to the items listed. Vendors should have their company name on each
page. Please also include any information that has not been addressed in the questions that may be
pertinent to this project. A number of Commonwealth standard forms are required in conjunction with
each RFP response. Please confirm that all listed documents are incorporated in your response package.
FAILURE TO RESPOND TO THESE REQUIREMENTS MAY BE DEEMED A MATERIAL
IRREGULARITY AND MAY BE REASON FOR REJECTION OF PROPOSAL.
RFP REQUIREMENTS
3.1 Executive Summary: In the executive summary, vendors should provide general information
regarding the company. The summary should include information regarding the financial status and current
economic conditions of the company, general staffing and organizational structure, and experience
providing information technology system / services assessment in higher education. Indicate the length of
time your company has been in the business of providing this and/or related services.
3.2 Vendor Profile:
A. Approximately how many higher education clients have purchased your service?
B. Provide a list of at least three (3) higher education customers to whom you have provided Tier 1
help desk services. For each customer institution, provide the name, address, telephone number,
fax number and email address of a contact person(s) who was/is directly involved in the purchase,
implementation and ongoing use of the service (see Appendix B for form).
C. Attestation that the vendor/company will keep data used in the assessment private and secure.
D. Financial Condition as reflected in audited financial statements or alternative financial
information.
3.3 Service Description: Describe in detail how your service operates and how it will meet the needs of
PACE member institutions (see Section 1.1, 1.2, 1.3). Include information on all features of the service.
Provide a list of Account Managers with qualification summary that would be assigned to oversee service
quality.
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3.4 Project Schedule and Sample Summary Documents: From the date of a fully executed contract,
what is the estimated lead time to start of service? This should include time estimates for both the vendor
and PACE participants. Additionally, please provide a sample of a standard relationship management
documentation including issue analysis and resolution documents. Please indicate your standard customer
relationship policies and procedures and summarize key points of client contact.
3.5 Proposal Costs: Vendors must submit a complete cost proposal for the scope of work outlined and
should include related assumptions and explanatory comments, summarize the costs, and attach all details
necessary to support the summarized costs. Note: Costs proposals must be all-inclusive.
A suggested but not required pricing matrix is included in Appendix C
3.6 Vendor Presentations:
After an evaluation of the proposals, finalists may be asked to give an oral presentation which would
include a detailed analysis of how each of the bid requirements would be addressed should bidder receive
the award. If required, these presentations will take place during the week of February 23, 2015
(approximate) at a central location to be determined.
If special accommodations are required in order to attend a site visit, please contact Charlie O’Donnell
[email protected] , no later than five (5) days prior to the scheduled presentation.
3.7 Pre-Award Negotiations:
After the bids are reviewed, but prior to any award, the participating PACE institutions may elect to
conduct negotiations for purposes of:
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Resolving minor differences and information;
Clarifying necessary details and responsibilities;
Emphasizing important issues and points; and/or
Receiving assurances from respondents.
Selection may be made without further discussion, negotiations, or bidder’s presentations; therefore,
bidder should offer the most favorable terms in response to this RFP. Bidder must demonstrate an
understanding of the scope of service to be provided and the ability to accomplish the tasks set forth.
Bidder must include information that will enable PACE to determine the bidder’s overall qualifications.
PACE reserves the right to request additional information or clarification on any matter included in the bid
response to enable the PACE to arrive at the final award decision.
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AWARD/EVALUATION CRITERIA for Help Desk Services (points = 100)
4.1 Evaluation Criteria:
The following criteria will be used to evaluate bid responses and pre-approve the vendor:
25 - Qualifications and experience, financial strength – Documented prior experience in higher
education;
10 - Approach/Timeline; Ability to deliver the services by the deadline.
20 - Cost/price schedule
10 - Business reference(s) (see form in Appendix B)
 Relevant higher education systems
 Relevant private industry comparisons (highlighting rationale as to how and why
you consider them comparable; and
20 - Thoroughness of proposal including but not limited to:
 Data gathering approach
 Strength and applicability of examples of engagement outcomes/recommendations
from similar engagements
 Demonstration of a high success rate of implementation for the recommendations
provided to the customer (making the assumption that there is a correlation to the
‘pragmatic and applicability’ nature of the recommendations provided and the
success rate the customer had with implementation of the recommendations.
15 – Support Center location
 English as primary language country
 Within the United States
 Within the Commonwealth of Massachusetts
4.2 Scoring Responses:
Committee.
Responses will be evaluated by the PACE Help Desk Services Selection
4.3 Award in Best Interest of the Commonwealth: PACE and the individual member institutions
reserve the right to award the contract in whole or in part in a manner that most effectively serves the RFP
intent, to reject any or all bids, and to otherwise proceed with the award as necessary to protect the best
interests of the Commonwealth.
4.4 Notification to Proposers: PACE will notify the apparently successful contractor of their selection, in
writing, upon completion of the evaluation process. Individuals or firms whose proposals were not
selected for further negotiation or award will be notified separately by e-mail or facsimile.
4.5 Contract Modification:
Any changes to the contract must be agreed to, in writing, by both parties prior to their execution.
4.6 Contractor Assignment of Sub-Contract:
The resulting contract shall not be assigned, transferred, or sublet, in whole or in part, without the prior
written approval of PACE and the individual member institutions.
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THIRD PARTY ACCESS TO PERSONAL, STUDENT, OR FINANCIAL INFORMATION
If the terms of a contract or statement of work call for third party access to the College’s information
systems, including networked computing systems, application or file servers, and/or software applications
or systems, that store or provide access to potentially sensitive or Confidential Information, the following
provision should be included with the contract as an addendum:
RESTRICTION OF USE OF CONFIDENTIAL INFORMATION
For purposes of this addendum, “Confidential Information” is defined as any and all information whose
collection, disclosure, protection, and disposition is governed by state or federal law or regulation,
including, but not limited to, information subject to the Family Educational Rights and Privacy Act
(“FERPA”), the Gramm-Leach-Bliley Act (“GLBA”), or Massachusetts General Laws c. 93H. This
information includes, but is not limited to, Social Security Numbers, student education records, financial
records regarding students (or their parents or sponsors), financial and personal information regarding
College employees, and other personally identifiable information identified by law.
(Contractor Name) agrees to hold any and all Confidential Information obtained from the College, its
students, faculty, staff, or other agents in the performance of this Agreement in strictest confidence, and
shall not use or disclose such Confidential Information except as permitted or required by this Agreement
or by law or as otherwise agreed to in writing by the College.
The Contractor warrants and represents that it shall, at all times, comply with FERPA, GLBA and other
applicable federal and state statutes. The contractor also warrants that, in the event of a security breach
(within its control) covered by Massachusetts General Laws c. 93H, the Contractor shall bear all
responsibility and expense for complying with the disclosure and notification requirements of the statute.
The Contractor agrees that it will protect the Confidential Information it receives according to
commercially acceptable standards and no less rigorously than it protects its own Confidential Information.
Specifically, the Contractor shall implement, maintain, and use appropriate administrative, technical, and
physical security measures to preserve the confidentially, integrity, and availability of all electronically
managed Confidential Information.
The Contractor agrees, upon termination, cancellation, expiration, or other conclusion of this Agreement,
within thirty (30) days to return to the College or if return is not feasible, destroy and not retain any copies
(and furnish the College with an appropriate Certificate of Destruction) of any and all Confidential
Information that is in its possession.
The obligations of this Agreement shall not apply to any information which is/was: (a) already in the
public domain through no breach of this Agreement, including but not limited to information available
through College’s web site(s); (b) lawfully in the Contractor’s possession prior to receipt from the College,
its faculty, staff or students; or (c) received by the Contractor independently from a person or entity free to
lawfully disclose such information other than the College, its faculty, staff, or students.
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PARTNERSHIP TO ADVANCE
COLLBORATION AND EFFICIENCY
(PACE)
MA STATE COUNCILS OF PRESIDENTS
Request for Response
Information Technology
RFP: IT003PACE
RFP RELEASE DATE: January 29, 2015
RFP DUE DATE: February 20, 2015
Submitted by: PACE on behalf of the MA State Councils of Presidents
APPENDIX A
STATE CONTRACT FORMS AND CONTRACT LANGUAGE (required to be
submitted with the RFP):
1. Commonwealth of Massachusetts – Standard Contract Form Terms and Conditions
2. W-9 Request for Taxpayer Identification Number and Certification
Note: This section is also posted as a separate file on our Internet site:
http://www.masscc.org/partnerships-initiatives/pace-partnership-collaboration-efficiencies
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PARTNERSHIP TO ADVANCE
COLLBORATION AND EFFICIENCY
(PACE)
MA STATE COUNCILS OF PRESIDENTS
RFP: IT003PACE
RFP RELEASE DATE: January 29, 2015
RFP DUE DATE: February 20, 2015
Submitted by: PACE on behalf of the MA State Councils of Presidents
APPENDIX B
Forms for References and Bidder Information and Signature (required RFP
submission forms)
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Form for References and Bidder Information and Signature
REFERENCES: required to be submitted with the RFP
Please provide three client references below (please type or print
clearly):
Customer Name
and Address
Contact
Name and
Title
Telephone
and Fax
Numbers
1
2
3
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Email Address of
Contact Person(s)
BIDDER INFORMATION AND SIGNATURE: required to be submitted with the RFP
Please complete the information below, sign, and date the form and submit it with other
RFP forms. Bidder selection will be based upon overall IT Security Posture Assessment.
Costs, to include ALL expenses (e.g. travel, copying, printing, misc. expenses).
BIDDER (BUSINESS) NAME
BIDDER CONTACT PERSON
ADDRESS 1
ADDRESS 2
CITY
STATE
ZIP
TELEPHONE
FAX
EMAIL
Web Address
Overall RFP Cost:
$________________
Authorized Signature: ______________________ Date: ________________
Name of Signatory Printed: _______________________________________
NOTE: Final selection for one vendor will be made according to the submission considered
to be the best value for the total scope of work.
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PARTNERSHIP TO ADVANCE
COLLBORATION AND EFFICIENCY
(PACE)
MA STATE COUNCILS OF PRESIDENTS
Information Technology
RFP: IT003PACE
RFP RELEASE DATE: January 29, 2015
RFP DUE DATE: February 20, 2015
Submitted by: PACE on behalf of the MA State Councils of Presidents
APPENDIX C
Suggested Pricing Matrix
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17
Pricing Matrix:
Currently, two PACE member institutions are committed to engaging contracted Service Desk support. In
addition, several other institutions are interested but are concerned about the cost factors and would
prefer to see what the potential cost of Service desk support would be before committing. As such the
member institutions would request that vendors outline volume discounts base on call volume, faculty,
staff and student headcount, or estimated total call volume.
Per incident charge
Service Level
365x24x7
After hours 5PM to
8AM M-F
Weekends Friday @5PM
to Monday at 8AM
Minimum Annual
Charge
Maximum Annual
Charge at defined
service level volume
Excess volume overage
charge
All Tier1 – Faculty Staff
Students
Tier 1 –LMS Excluded
Faculty Staff & Students
Tier 1 – Students Only
Tier 1 – LMS Excluded
Students Only
LMS Support Faculty
Staff and Students
LMS Support Students
Only
Annual Charges
Service Level
All Tier1 – Faculty Staff
Students
Tier 1 –LMS Excluded
Faculty Staff & Students
Tier 1 – Students Only
Tier 1 – LMS Excluded
Students Only
LMS Support Faculty
Staff and Students
LMS Support Students
Only
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Other Fees and Charges if any
Service Level
Fee/Charge Description
All Tier1 – Faculty Staff
Students
Tier 1 –LMS Excluded
Faculty Staff & Students
Tier 1 – Students Only
Tier 1 – LMS Excluded
Students Only
LMS Support Faculty
Staff and Students
LMS Support Students
Only
Fee Charge Basis
Fee/Charge Detail
Potential Volume Discounts:
Please comment on what types and amount of discount you would provide for increase institutional
participation, increased student headcount, or increased base call volume.
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