DISYS Proposal

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DISYS Proposal City of Charlotte – Charlotte Cooperative Purchasing Alliance RFP# 269-2011-065 for Technology Products and Associated Services Cover Letter January 30, 2012 City of Charlotte Procurement Services Division 600 East 4th Street, CMGC 9th Floor Charlotte, NC 28202 Attn: Sarah Poulton Re: RFP # 269-2011-065 for Technology Products and Associated Services Dear Ms. Poulton, DISYS Solutions, Inc. (DSI) is pleased to submit our proposal to provide Technology Products and Associated Services to the City of Charlotte and the Charlotte Cooperative Purchasing Alliance (CCPA). Our submission is in compliance with all the terms and conditions listed throughout the above referenced solicitation and its addenda. Please consider this transmittal letter, the completed bid documents, and the following proposal as our response. Headquarter Office: DISYS Solutions, Inc 4151 Lafayette Center Drive, Suite 600 Chantilly, VA 20151 Phone: (888) 286-3896 or (703) 802-0500 Fax: (800) 601-2944 or (703) 802-0798 Executive Officer Vinu Luthra, Chief Operating Officer Project Understanding The City of Charlotte has established the CCPA and would like to establish a comprehensive Master Agreement that will allow the City’s Procurement Services Division and CCPA members to purchase technology products and associated services. Summary of Approach DSI has the capability to provide a complete breath of products and services to meet the City of Charlotte and CCPA’s needs. We are able to provide a full range of technology hardware, software, and associate peripherals through our many distributor and manufacturer partnerships. In order to offer the City and CCPA contracts users with a full scope of services, DSI has established partnerships with industry leading companies in Cloud, Data Center, Unified Security, Unified Communications, Web Hosting, Disaster Recovery and Backup. DSI has the right people, processes, and tools to successfully provide technology products and associated services to the City of Charlotte and CCPA members. Request for Proposal (RFP): 269-2011-065 January 31, 2012 1 City of Charlotte – Charlotte Cooperative Purchasing Alliance RFP# 269-2011-065 for Technology Products and Associated Services Table of Contents Cover Letter ...................................................................................................................................1 1. Executive Summary ..................................................................................................................5 2. Service Provider Minimum Qualifications .............................................................................9 2.1 Local Presence .....................................................................................................................9 2.2 Dedicated Account Representative ......................................................................................9 2.3 Portfolio of Technology Products and Associated Services ................................................9 2.3.1 Technology Products – Hardware and Software .....................................................10 2.3.2 Services ...................................................................................................................15 2.3.3 Help Desk ................................................................................................................16 2.3.4 Training ...................................................................................................................22 2.3.5 Consulting ...............................................................................................................24 2.3.6 Value Added Services .............................................................................................25 2.3.7 Manufacturer’s Extended Warranty ........................................................................31 3. Background and Experience ..................................................................................................33 3.1 Official Name .....................................................................................................................33 3.2 Service Provider Background ............................................................................................35 3.2.1 Company Overview .................................................................................................35 3.2.2 Organization and Ownership ...................................................................................40 3.2.3 Experience with Similar Projects ............................................................................41 3.3 Proposing Organization’s Structure ...................................................................................42 3.4 Analytic Approach .............................................................................................................44 3.5 Guarantor ...........................................................................................................................44 3.6 Financial Information.........................................................................................................44 3.7 Proposed Project Team ......................................................................................................44 3.8 Past of Pending Judgments ................................................................................................45 3.9 Financial and Legal Considerations ...................................................................................45 3.10 Management Approach ......................................................................................................45 3.10.1 Customer Service Philosophy .................................................................................45 3.10.2 Total Quality Plan ...................................................................................................46 3.10.3 Continuous Improvement Program .........................................................................48 3.10.4 Adapting to Changing Technologies .......................................................................49 3.11 Personnel Management ......................................................................................................50 3.11.1 Dedicated Account Team ........................................................................................50 3.12 References ..........................................................................................................................54 4. Proposed Solution ....................................................................................................................55 4.1 Process ...............................................................................................................................55 4.2 Transition Plan ...................................................................................................................55 Request for Proposal (RFP): 269-2011-065 January 31, 2012 3 City of Charlotte – Charlotte Cooperative Purchasing Alliance RFP# 269-2011-065 for Technology Products and Associated Services 4.3 Service Transition ..............................................................................................................59 4.4 Project Plan ........................................................................................................................61 4.5 Client Relationship Management .......................................................................................66 4.6 Risk Management ..............................................................................................................67 4.7 Proposed Pricing ................................................................................................................75 5. Required Forms .......................................................................................................................84 Attachment 1 – Marketing and Reporting ................................................................................85 Attachment 1.A – Marketing .....................................................................................................85 Attachment 1.B – Reporting ......................................................................................................91 Appendix A – Infrastructure Capabilities .................................................................................98 Appendix B – Unified Security ...................................................................................................99 Appendix C – Unified Communications ..................................................................................100 Appendix D – Disaster Recovery and Backup ........................................................................101 Appendix E – Web Hosting .......................................................................................................102 Request for Proposal (RFP): 269-2011-065 January 31, 2012 4 City of Charlotte – Charlotte Cooperative Purchasing Alliance RFP# 269-2011-065 for Technology Products and Associated Services 1. Executive Summary DISYS Solutions, Inc., (DSI) together with its local, dedicated account, support, management and engineering teams have assembled an aggressive and technologically broad scope of IT products and services that exceed the requirement of this Request for Proposal. We have developed these solutions to benefit taxpayers, end users such as fire, police, city and state governments and with our team we will
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