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TECHNOLOGY SOLUTIONS
Deployment Services
Statement of Work
By and Between
GTS Technology Solutions
9211 Waterford Centre Blvd. Ste. 125
Austin,TX, 78758
And
City of Fort Worth
275 W. 13t'St.
Fort Worth,TX 76102
Phone: (817) 392-8955
Submission Date: 04/22/2019
i
OFFICIAL RECORD
FT. WORTH, TX
YABLE OF CONTENTS
Executivesummary...........................................................................................................................................3
Statementof Work............................................................................................................................................4
Rolesand Responsibilities.................................................................................................................................7
Pricing................................................................................................................................................... ...10
ProjectAcceptance.........................................................................................................................................10
Hardware Lifecycle Management/Asset Recovery.......................................................................................13
Termsand Conditions.....................................................................................................................................14
Authorizationand Acceptance........................................................................................................................14
Page 2
PURPOSE
This Statement of Work(SOW) is an extension of the proposed managed audio-visual services&support
contract proposed to the city of Fort Worth by GTS.The additional scope requested by the city is to include
onsite deployment services for their annual pc refresh. Services within this extended sow include
procurement support,warehousing,imaging,asset tagging,delivery,installation and EOL/asset-recovery.
City of Fort Worth("Customer")hereby engages GTS Technology Solutions("GTS")to perform the services
specified herein(the"Services"). This agreement defines the End-user Managed Services provided by GTS.
DEFINITIONS
Audio-visual: Audio-Visual (AV) equipment; for example: projectors, monitors, video conferencing,
conference audio,presentation devices,and digital signage.
Change Order: A written and signed request by either party requesting change to the set of services or
deadlines provided under this SOW.All Change Orders must be executed by both parties in accordance with
the Change Management Process described in this SOW.
Client System:An end user workstation or laptop. Effective Date:The date upon which the Customer signs
and accepts all GTS contract documentation.
EOL: End-of-life. Term used to describe equipment that is to be removed and/or replaced from service.
Incident: An unplanned interruption to an IT service or endpoint, or a reduction in the quality of an IT
service or device. Example: Monitor will not turn on;Projector will not display my laptop.
Knowledgebase: A self-service library for information about a product, process, or service. Used to
document resolutions to common IT issues,or procedures for accomplishing frequent ITtasks.
Milestone:A calculation based on the number of units deployed in a given calendar month.
Problem: The cause of one or more end-users reporting incidents with similar symptoms. Example:
Projector frequently loosing HDMI connection.
Request: A formal request from a user for something to be provided. Example: "I need PowerPoint
assistance for a meeting;I need a new projector."
Services: The complete set of services to be performed by GTS described in this Statement of Work"SOW".
Unlicensed Software: Any software which the Customer does not have rights to download, install or
redistribute.
Page 3
This section articulates the Deployment-based activities and services that will be considered in scope for
GTS during this engagement.
WAREHOUSE AND DELIVERY
Warehouse and Redelivery of New Equipment
• Provide warehouse local facility for receiving and storing systems in same State as Customer
• Pricing will be based on a 30-day billing cycle on a per system basis
• Confirm delivery locations,contacts,and schedule with customer
• Sign out of equipment to be delivered
• Deliver equipment to correct location—deliver inside to storage location,or desk side as
applicable
• GTS will provide truck with lift gate for delivery of equipment to the Customer
• Secure mutually agreed upon acceptance documentation and Customer signatures for
delivery
• Accept/cover risk of loss for systems while in Service Provider's possession
• Equipment will be delivered to a mutually agreed upon location for each building
deployment
• Install services will be performed in conjunction with delivery services
• GTS Technicians will be required to pass and maintain GIS background clearance
Service Specific Assumptions
• Logistics reporting will be on a piece count basis
• Boxes will be clearly labeled with appropriate customer delivery address
• Order consolidation is part of this service
ASSET TAGGING
Service Scope
GTS will provide two(2)asset tags per client system and attach at GTS facility prior to delivery to
customer location
Service Specific Assumptions
• Asset tagging occurs in conjunction with warehouse service
• Asset tagging of legacy equipment not deployed under this SOW is considered out of scope
• Price includes procurement of two(2)asset tags for Customer deployments
• Additional tags beyond two(2)for each client system will be bill separately
Page 4
IMAGING
Off-Site Imaging via Network in GTS Integration Facility
• Work with Customer to set up a secure VPN Tunnel between Customer and GTS
• Image of equipment will utilize Customer-provided image at GTS facility
• Conduct basic functionality test to ensure image load success
• If applicable,bind the imaged device to active directory,and name device according to
customer-provided naming scheme.
• GTS is not responsible for any issues a rising from the functionality of the Customer's
software or network in the Customer's environment
Service Specific Assumptions
• Assumes System being imaged is a Client System being installed under this SOW
• Customer responsible for all software licensing
DATA MIGRATION
Service Scope
• GTS will provide engineering resource(s)to develop and automate data migration strategy
and associated scripts
• GTS and Customer program management team will identify and coordinate project schedule
for deployments
• GTS resource will coordinate and communicate upcoming deployments with CFW Project
Manager to ensure data migration is staged and completed prior to installation date
• Technician will launch scripts(developed in cooperation with Customer IT team)to back up
and restore end user data
• Technician will power on the new system and follow on-screen prompts to start the restore
of the backed-up data
• Confirm data migration completion via on-screen messaging;communicate errors to
Program Manager or designated lead
• Customer is responsible for ensuring end-user data to be migrated is stored in a designated
folder(e.g.,"My Documents");or that end-user data to be migrated has been documented
in a mutually agreed technical specification
• GTS will make a best effort attempt to recover lost or corrupt data
• Data migration involves migrating Customer data,applications&desktop icons from a
Wintel to a Wintel platform.Other platform formats,such as Linux or MAC,approved as
mutually agreed in Addendum or Change Request
Page 5
INSTALLATION SERVICE
Service Scope
• Unpacking new Client System from shipping boxes and inspecting components for any
damage
■ Verifying service tag for each new Client System against packing slip
• Move new equipment from central location to the end user desk side
• Organize Client System components and peripherals(e.g.,keyboards,power supplies,mice,
and software)for deployment
• Plugging Customer-provided,certified network patch cables into new Client System
• Plugging all power cords into electrical sources
• Plugging network patch cables into existing certified network jacks
• Cable management to leave cables neat and organized
• Booting the new Client System and verifying network connection for Customer's network
connected devices
• Customer will provide credentials required to logging on to the new Client System
• Configure IP Address
• Map network printers to each new Client System
• Connect Customer-provided peripherals to the new Client System
• Complete validation&function test as agreed to by both parties
INVENTORY
Physical inventory of Equipment
• Manual count of new hardware to be deployed and legacy assets removed
• Provide inventory for new and legacy devices to Customer IT for asset tracking
EOL EQUIPMENT PROCESS
Removal and Transportation of Legacy Hardware
• Disconnect the hardware components,network cable,and power cord for the Legacy System
• Staging the Legacy System to a Customer defined location for disposal and dispositioning
• Moving all boxes,packaging materials and debris to a disposal area within the building
where the deployment services are provided
• Properly cleaning the installation area so it is retumed to its original condition
• Transport Legacy Systems from installation site(s)to predefined location in accordance with
the Customer process for disposition prior to final disposition as defined under Hardware
Lifecycle management/Asset Recovery Service section of this document.
Page 6
OUT OF SCOPE
The following items are out of scope during this Contract:
• Installation of additional software once the devices have been deployed and accepted by the
Customer
• Providing anti-virus scans
• Any services not included in the In-Scope section of this document
GTS RESPONSIBILITIES
• Maintaining a mutually agreed upon deployment schedule for refresh efforts
• Facilitate meetings to communicate roles and responsibilities, review assumptions and
requirements,and schedule activities
• Monthly Reporting to Customer designated resource(s)
• Manage employees and subcontractors of GTS
• Manage all contractual and legal aspects of the account. Serve as central point of contact for
all service delivery related issues
• Facilitate Change Requests for existing services or proposed services which are in addition to
or outside the scope of services provided under the Agreement
• Facilitate escalation of communications between GTS and Customer as needed to engage
appropriate management levels
• Provide reports to Customer designated resource(s)on a periodic basis,as mutually agreed,
with respect to the Services being performed under the Agreement
• GTS will monitor hardware orders,scheduling and staging process to ensure PC refresh cycle
adheres to approved schedule and scheduling changes will be addressed as needed
• Manage and coordinate the installation support resources,schedules support resource shifts,
and prioritize and controls installation support resource's daily activities
• Scale and staff adequate resources to meet timeframes for applicable Services
• Work with Customer's Project Manager and other Customer representatives to resolve
deployment issues
• Provide installation service level metrics to Customer designated resource(s) based on an
agreed frequency
• Use standard industry recognized project management tools and methodologies
• Employ a regular reporting mechanism to identify project tasks, next steps, and potential
problems
• Make any changes associated with the project in compliance with the Customer's Change
Management Process
• Manage the escalation of issues between GTS and the Customer
• Manage risks to ensure project quality and schedule adherence
• GTS will review and acknowledge in writingthe Customer Computer usage,confidentiality and
non-disclosure policies
Page 7
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CUSTOMER RESPONSIBILITIES
• Appoint a project manager(PM)as the primary contact for the GTS
• Providing all necessary encryption/decryption process and tools
• Customer PM will be responsible for final acceptance of deliverables
• Customer will provide GTS access to ERP system for PO disposition & hardware vendvr(s)
order tracking portal
• Customer will be responsible for providing GTS access to all software media and associated
licensing keys
• The PM will assist GTS with business related activities and decisions,as necessary.
• The PM will baseline all deliverables provided by GTS.
• The PM will assist GTS with the coordination of technical and departmental resources
necessary for successful deployments
• The PM will review and make comments on GTVs progress and ensure that the deadlines,
work items,reporting,and invoicing are being met and accomplished as described in the SOW
• The PM will assist with budget and procurement Issues,as needed.
DELIVERABLES
• The following deliverables will be developed during the term of the Contract.
No. Dellverable, Description Cmapkition Oftwk
1
Deployment Report Report containing a list of all
asset tags and services tags as Once units are deployed
well as the location that the and signoffs received
unit was delivered to
2
Deployment Signoff Signoff sheet by onsite contact Onsite contact signs
confirming deliver and document
installation of units has been
completed
Page a
ASSUMPTIONS
• Customer is responsible for all software licenses
• GTS is not responsible for the installation of unlicensed software
• GTS Project Manager shall obtain and provide project requirements, information, data,
decisions and approvals according to the project plan unless both parties agree to a different
response time and provided the information is available from the customer
• The Customer shall provide GTS Project personnel with reasonable and safe access to the
project site and adequate office space,as required
• GTS assumes Customer does not have any restrictions preventing data transfer
• Scope of this project is based on information gathered to-date and is subject to re-scoping in
the event additional tasks or technical issues arise
• An elevator shall be available to transport equipment between Floors,if possible
• Services to be completed for approximately 1,000 devices
• Service Hours:
• Business Hours—Monday through Friday 8:OOam to 5:00 pm local time (excluding
State of Texas and nationally-observed holidays).
• Outside Business Hours—(Monday—Friday)—(may incur an additional charge)
• Weekends—(may incur an additional charge)
• Holidays—(may incur an additional charge)
REPORTS AND MEETINGS
The GTS assigned Project Manager will work with Customer's assigned personnel to create the
deliverables for this project.
• GTS will document milestone completion status,issues,risks and open action items in
weekly status reports
• Weekly status reports and associated information will be considered accepted if not
objected to in writing within 3 business days
• GTS will conduct weekly project meetings
• Additional meetings may be requested by ITS Management or GTS
• GTS will conduct any meetings required to determine the best solution forward for an issue
or risk
PERIOD OF PERFORMANCE
The term of this contract begins upon full execution of this document and continues until project
completion. GTS estimates it will take approximately 17 weeks to complete this project.
Page 9
BILLING
GTS will bill monthly for installation services;
No. Sendces 4ty Price(ea.) !attended
Price
1 Deployment Services 1000 $167.72 $167,720.00
Notes:
Pricing:The above pricing has been proposed in accordance with DIR-TSO-3655.
Travel: Based on the discussion during the scoping of this project, travel outside of the Dallas Fort
Worth area will not be required for project completion.
Deployment Services: Milestones are billed at the end of the current calendar month of service.
PAYMENT ADDRESS
GTS Technology Solutions
PO Box 975093
Dallas,TX 75397-5093
N
CHANGE MANAGEMENT
When GTS or the CUSTOMER determines that a change Is necessary to refine a process,procedure,or
specific responsibility identified in this SOW,the party proposing the change will document the request
using the change request form.The request will be presented in a change management meeting where
both parties will mutually agree to accept or reject the change request. This change management
meeting will be within 5 business days of the request. A conference call between both parties that
addresses the change request will be considered a change management meeting as long as both parties
are present.
The receiving party will review the proposed Change Request and determine whether the change is
acceptable or requires modifications.Both parties will review the proposed Change Request and will(i)
approve It,(if)agree to further investigation,or(111)reject it('Change Management Process").When the
parties agree to the change,they will sign the Change Request,which upon signing by both parties will
constitute authorization to implement the change.
Page 10
CHANGE REQUEST FORM
Change#OOI Betwhsen: GTS CUSTOMER Priority(select one) Low,Medium,High
Client Name Date
Change Manager Related Issue#
CONTACT INFORMATION
Prepared by Phone Email
Change Owner Phone Email
Client/Contractor Phone Email
Contact
DESCRIPTION OF EXISTING STATE b
Details:
REQUESTED IMPACT Quality or Related SOW Section
CHANGE b Cost Schedule Quantity
Details
IMPACT b
Details:
Total Cost of this Paid By 4 CUSTOMER GTS
Change (keep all that
apply)
GTS CUSTOMER
Signature Signature
Name Name
Page 11
ACCEPTANCE
CUSTOMER shall either accept or reject GTS's Services or Work Product within a reasonable number of
days from performance. For this Project SOW,Services or Work Product shall be accepted or rejected
within 25 days from performance. Services or Work Product will be deemed acceptable to CUSTOMER
if it conforms in all material respects with Services described in this SOW.
• GTS will have full responsibility for the deliverables and the tasks listed in this SOW.
• All work products will be submitted to the CUSTOMER PM for acceptance and approval.
The CUSTOMER PM may request that a deliverable outline be submitted for approval prior
to work commencing on the deliverable, All correspondence and documentation will be
delivered in both paper and electronic format unless otherwise agreed to by GTS and the
CUSTOMER PM.
• CUSTOMER will complete a review of each submitted deliverable within five work days
from the date of receipt. CUSTOMER feedback which indicates revisions to a deliverable
are required will be addressed and re-submitted by GTS within ten work days unless
approval(in writing)for a different length of time is obtained from the CUSTOMER PM or
designate.
• CUSTOMER will either accept or reject GTS's Services or Work Product within a reasonable
number of days from performance. For this Project SOW,Services or Work Product will be
accepted or rejected within 5 days from performance completion date. Failure to provide
acceptance or rejection within S days will be considered acceptance of the deliverable.
• If CUSTOMER gives notice of rejection,then GTS will have an additional ten(10)days,
within which to cure any deficiencies identified in writing by CUSTOMER.
PROJECT COMPLETION CRITERIA
The project will be considered complete when all deliverables described in the SOW have been
accepted and approved by the CUSTOMER PM.
PAYMENT TERMS
CUSTOMER agrees to be invoiced based on completion and acceptance of each deliverable.CUSTOMER
upon receipt of the invoice(s)agrees to a net payment term of(30)days.
WARRANTY AND DEFECT MAINTENANCE
GTS warrants that it will perform Services hereunder in good faith and with a level of professional
competence usual in the industry. GTS will provide Defect Maintenance(as defined below)for the
Deliverables and the Developed Work for ninety(90) days from the time of final acceptance of the
Deliverables at no additional cost to Customer. Thereafter, GTS will provide support and/or
maintenance for the Deliverables and the Developed Work for an additional fee and subject to the
terms and conditions of a Maintenance and Support Agreement. Notwithstanding the foregoing,any
support and/or maintenance (whether during the Initial 90-day period or thereafter) that is
necessitated by any change,modification,editing or repairs made to the Deliverables or the Developed
Work by Customer or any third party,shall be at an additional cost to Customer. For purposes of this
SOW,"Defect Maintenance"shall mean maintenance of the Deliverables and the Developed Work to
enable it to work properly in the original environment for which it was designed.
Page 12
WARRANTY AND DEFECT MAINTENANCE
Any Products delivered to Customer by GTS under this SOW are delivered without warranty of any kind
from GTS. GTS does not make and expressly disclaims any and all warranties and representations of
any kind or nature with respect to any Products. This disclaimer includes any warranties of non-
infringement or otherwise. Customer's only warranties far Products are the applicable manufacturers
warranties,if any.
General. GTS will provide IT asset recovery services(ARS)for Customer hardware and related accessories to
be recycled, refurbished and/or resold; for equipment covered under this SOW. GTS will provide all
requested documentation for the Customer to review as these services are being completed in accordance
with existing contract Terms&Conditions. GTS will provide a SO/50 Net Revenue Share based on assets that
have been recycled,refurbished and/or resold.
Scope. This section articulates the activities and services that will be considered in scope for GTS for the
duration of this contract-
Transport Legacy Systems from customer site(s)to GTS warehouse or partner facility
• Customer has the right to waive or keep certain equipment if desired by responsible
party/departrrwnt
• Assigned Customer representative to confirm equipment is eligible for GTS ARS process
• Accept/cover risk of loss for hardware while in Service Provider's possession;if loss should occur,
Customer will be reimbursed for 50%of recycled value based upon third party batch assessment
• Provide Customer an inventory report of serialized equipment & general counts for other
equipment and/or related peripherals collected
• GTS will identify ARS Partner(s) and their rnethods/polices for hard drive destruction or asset
recycling based upon components,if applicable
• GTS will follow Customer defined data sanitation process
Customer Responsill0ty. Customer will provide GTS with a list of elements needed in the report e.g.,make,
model,TAG number,Asset Number,etc Customer will provide GTS with list of make and model of serialized
assets for pickup.
Revenue Share. GTS wdl provide a net SO/50 revenue share with Customer,after ALL costs,fees&services
performed have been assessed and covered in full.Associated fees&services which occur during the ARS
process may include the following items:transportation,warehousing,equipment rental,related time&
materials,and 3'd party services GTS will provide a monthly reimbursement based on that final amount to
Customer by the 15th of each month.GTS will not seek reimbursement from the Customer for any ARS
batch that does not generate positive net revenue.
Payment Terre& GTS will coordinate with Customer IT Finance to determine reimbursement allocation and
format.
Page 13
�i.
This SOW has been proposed in accordance with contract DIR-TSO-3655 and shall comply with the
related Terms and Conditions as listed on the Texas Department of Information Resources website
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S Technology Sol ti ns City of F Worth
Signat Signature:
Name: ? 'yi44 , vt�ivC Name:: k)
Title: Title:
Date: l I 1 t Date: A Z0/
Upon execution,please submit signed document to Herschel.Sova@sts-ts.com.
c ...
tl' r
` r ��,./
ary ser, ty Secretary
Jo B. Stron Assistant City Attorney
etk
®FFICIfAI. RECORD
CITY SECRETARY'
FT. WCRTW;
GTS Technology Solutions Deployment Services Statement of Work
Contract Compliance Manager:
By signing I acknowledge that I am the person responsible
for the monitoring and administration of this contract, including
ensuring all performance and reporting requirements.
-Z' 0-"� 7 sl5
Steve Streiffert
Assistant Director, IT Solutions Department
OFFICIAL RECORD
CITY SECRETARY
FT. WORTH,TX
M&C Review Page 1 of 2
Official site of the City of Fort Worth,Texas
CITY COUNCIL AGENDA FoR�H
COUNCIL ACTION: Approved As Amended on 6/4/2019
REFERENCE ** 04PTECHNOLOGY
DATE: 6/4/2019 NO.: P-12330 LOG NAME: SERVICES AD ITS
CODE: P TYPE: CONSENT PUBLIC NO
HEARING:
SUBJECT: Authorize Purchase Agreements with GTS Technology Solutions, Inc.,
for Technology Services for the Information Technology Solutions
Department, Using Cooperative Contracts in an Annual Amount Up
To $580,000.00 (ALL COUNCIL DISTRICTS)
RECOMMENDATION:
It is recommended that the City Council authorize Purchase Agreements with GTS
Technology Solutions, Inc. for technology services for the Information Technology
Solutions Department using State of Texas Department of Information Resources
Cooperative Contract DIR-TSO-3655, in an annual amount up to $580,000.00 with
two renewal options.
DISCUSSION:
The Information Technology Solutions (ITS) Department will use these purchase
Agreements for technology services to include configuring and deploying new and
replacement desktop/laptop hardware and audio visual support services to all City
departments using State of Texas Department of Information Resources (DIR)
contract DIR-TSO-3655
Texas DIR cooperative agreements are authorized to offer the Cooperative
Purchasing Program to state agencies, public institutions of higher learning, public
school districts and local governments. Pursuant to state law, a local government
that purchases goods or services under the Interlocal Cooperation Act satisfies
otherwise applicable competitive bidding requirements.
M/WBE: A MBE/SBE goal is not assigned when purchasing from an approved
purchasing cooperative or public entity.
SUCCESSOR CONTRACTS: To facilitate planning and budgeting, Staff would prefer
to have annual Agreements that align with the Fiscal Vear. However, the DIR contract
is out of alignment with the City's Fiscal Year. The current term of DIR-TSO-3655 is as
follows:
Year 1- November 29, 2018 - November 28, 2019
Year 2 - November 29, 2019 - November 28, 2020
In order for the Agreement to align with the City's Fiscal Year, adoption of this Mayor
and Council Communication (M&C) technically authorizes (i) a series of Purchase
Agreements, each of which will align to the terms of the respective cooperative
contract to ensure legal authority exists for the contract, and (ii) an annual spend
amount, future years of which would be subject to City Council appropriation.
In the event that a cooperative contract is not renewed, Staff would cease purchasing
at the end of the last Purchase Agreement coinciding with the valid cooperative
contract. If the City Council were to not appropriate funds for a future year, Staff
http://apps.cfwnet.org/council_packet/mc_review.asp?ID=27070&councildate=6/4/2019 7/29/2019
M&C Review Page 2 of 2
would stop making purchases when the last appropriation expires, regardless of
whether the then-current Purchase Agreement has expired. The City will initially use
these cooperative contracts to make purchases authorized by this M&C. If DIR-TSO-
3655 is extended, this M&C authorizes the City to purchase similar services under the
extended contracts. If DIR-TSO-3655 is not extended, but a new cooperative contract
is executed with GTS Technology Solutions, Inc.,with substantially similar terms as
the previous cooperative contract, this M&C authorizes the City to purchase the
services under the new cooperative contract.
ADMINISTRATIVE CHANGE ORDER: An administrative change order or increase
may be made by the City Manager in the amount up to $100,000.00 per year and
does not require specific City Council approval as long as sufficient funds have been
appropriated.
AGREEMENT TERM: The initial term of these Agreements shall commence upon City
Council's approval and expire in accordance with the cooperative agreement.
RENEWAL OPTIONS: The Agreements may be renewed for two (2) additional one-
year terms at the City's option, per the conditions established in the DIR contract and
GTS Technology Solutions Inc.
FISCAL INFORMATION/CERTIFICATION:
The Director of Finance certifies that funds are available in the current operating budget and capital
budget, as appropriated. Prior to an expenditure being made, the Information Technology Solutions
Department has the responsibility to validate the availability of funds.
BQN\\
TO
Fund Department Account Project Program Activity Budget Reference# Amount
ID ID Year (ChartField 2)
FROM
Fund Department Account Project Program Activity Budget Reference# Amount
ID I ID Year (ChartField 2)
Submitted for City Manager's Office by: Susan Alanis (8180)
Originating Department Head: Kevin Gunn (2015)
Additional Information Contact: Cynthia Garcia (8558)
Anabelle Dunn (7648)
ATTACHMENTS
http://apps.cfwnet.org/council_packet/mc_review.asp?ID=27070&councildate=6/4/2019 7/29/2019