Invitation to Tender
Head Office
Challenge Building
Hatherton Road
Walsall
West Midlands
WS1 1XS
19th July 2012
1
Table of Contents
Executive Summary
3
Desktop Support
4
Preamble
4
Required Service
4
Server Support
7
Preamble
7
Required Services
7
Existing Services
7
Notes
8
Network and Information Security
9
Preamble
9
Required Services
9
Existing Services
10
Notes
11
Services
12
Preamble
12
Required Services
12
Migration
14
Technology Refresh
14
Appendix A – Summary of existing services
15
Appendix B – Submission of Tenders
18
2
Executive Summary
Steps to Work is a leading provider of employment and training services for long-term
unemployed people in Walsall and Wolverhampton. Starting Point Recruitment is a
subsidiary wholly owned by Steps to Work. References hereafter of Steps to Work refers
to both companies.
This Invitation to Tender sets out the high-level requirements defined by Steps to Work
for provision of a complete IT managed service.
Interested parties are invited to submit tenders to supply:
1. Desktop and user device support.
2. Server and file storage support.
3. Domain, Group Policy and Email services.
4. Network, WAN, LAN and Security support.
5. Help-desk, maintenance, 2nd line support.
6. Migration project design and management.
7. Technology refresh advice and support.
Steps to Work are based out of 6 offices in the West Midlands area. All locations have
networks supported by Walsall Council, who also provide primary internet access, domain
and account management services, help-desk and maintenance, and hosting.
Steps to Work are interested in Tenders which are focussed on providing complete
coverage of services, customer focused change management and timely response to
customer requests.
Bidders must provide time-scales for any expected migration projects required to deliver
the services defined.
Successful bids will utilise existing technology as far as possible, minimise costs of
migration, and propose solutions for technology refresh where identified.
Steps to Work are a registered charity, and an Educational establishment. Procurement
charges must take into account the level of discounts offered by suppliers.
The following sections define these requirements by technical area.
3
Desktop Support
Preamble
Desktop support covers desktop operating system, desktop applications, remote
applications and hardware for Steps to Work. Continuation of existing services is
essential, but operating systems and hardware types after the migration has completed
may be different (for example hardware could be replaced for thin client terminals or
upgraded to new devices capable of running the latest windows operating system).
Steps to Work and Starting Point Recruitment have 6 sites within the area. A total of 120
staff are currently supported.
Required Service

Operating System
Windows XP Professional

◦
Apply all critical patches within 30 days
◦
Apply all other operating system patches within 90 days
◦
Troubleshoot any reported operating system problems to resolution
◦
Operating system upgrade advice and assistance as required
◦
Install and troubleshooting of printer drivers as required
◦
Install and troubleshooting of input devices (keyboards, mice, etc.)
◦
Migration within the agreed project plan of all systems to latest Windows
operating system
◦
By the end of the agreed migration period any laptop, desktop or desktop
replacement device shall be accessible as either a public access or as a
staff device
Desktop Applications
Support for all existing and new business applications.
◦
Install support for new applications
◦
Liaison support for new applications
◦
Network change support for new business applications
◦
Install of all critical business application patches within 30 days
◦
Install of all other business application patches within 90 days
Steps to work will maintain and share a current list of all business applications
with the successful bidder:
◦
Adobe Acrobat– all systems
4

◦
LIS – (10)
◦
LARA - (10)
◦
Microsoft Office 2007
◦
Microsoft Outlook 2007
◦
Microsoft Access
◦
Winzip
◦
Crystal Reports – (5)
◦
Sage 50 – (15)
◦
Java SDK (all)
◦
Shrewsoft VPN Client – all systems but any with Shrewsoft access
◦
Sonicwall Global VPN – (50)
◦
Cascaid – (70)
◦
Citrix web client (3SC) – (50)
◦
Internet Explorer
◦
Anti-virus (currently McAfee) – all systems
◦
Payaway (NatWest BACS Client) - (5)
◦
Gemplus (BACS card reader driver) – (5)
◦
Remote management software which requires username and password
authentication for remote access
Hardware
Maintenance, repair and replacement, as required, for all printers, desktop, laptop,
monitors, peripheral devices, keyboards, mice shall be provided by the successful
bidder.

◦
Equipment can be owned outright by Steps to Work or made available on a
lease basis
◦
All new hardware and consumables shall be supplied at cost price
◦
All critical patches to be applied within 30 days
◦
All other patches to be applied within 90 days
Remote Applications
Support is required for the following types of remote application:
◦
VPN access using SSL VPN on defined ports to specified hosts
◦
VPN access using IPSec Client on defined ports to specified hosts
5
◦
Citrix web client over SSL on defined ports to specified hosts
◦
SSL within a browser on defined ports to specified hosts
◦
ODBC via one of the VPN methods above
◦
Remote desktop Protocol on port 3389
◦
Remote desktop protocol over one of the above VPN methods
◦
Troubleshooting problems connecting to remote services
◦
Technical liaison with third party service providers to resolve service problems
6
Server Support
Preamble
Server Support covers the provision, hosting and management of server capacity and
related functions for Steps to Work. Continuation of existing services is essential, but the
location and architecture is not - for example, while discrete physical servers currently
exist, it is not a future requirement that they remain discrete but secure.
Required Services

Domain Services
A Windows Active Directory domain supporting all STW end-user devices.

◦
Two primary groups: "STW Staff" and "STW Public Access"
◦
Subsidiary groups for STW departments
◦
Supporting up to around 200 staff members and unlimited public users but
needs to be scalable
◦
Specific Group Policies applying to each primary group, covering password
complexity, screen-lock time-outs and privileges
Application Servers
Support for 2 Applications:

◦
Server supporting Sage Line 500 and SQL server
◦
Cluster of 4 Servers supporting SAFE recruitment system, including SQL server
File Storage
File storage for groups and individuals
◦

Hierarchical storage based on group membership
Email
Full Exchange support for all staff.

Backups
Regular (more than daily) backups of data, daily off-site incremental and weekly
backups.
Existing Services

Domain Services
A shared Windows Active Directory domain
◦
No dedicated group policy
◦
Privileges assigned by cloning
7

Application Servers
4 Applications:

◦
STW1 - Physical server supporting Sage Line 500 and SQL server (old),
internally hosted
◦
STW2 - Physical server supporting file storage and legacy applications (old),
internally hosted
◦
Server supporting legacy Cognisoft application (YETI), hosted by Walsall
Council
◦
Cluster of 4 Servers supporting SAFE recruitment system, including SQL
server, hosted by Walsall Council
File Storage
Only on old servers STW1 and STW2.

Email
Exchange email is provided by Walsall Council on the council's own domain.

Backups
Daily off-site incremental and weekly backups by DLT tapes.
Notes
Domain services are currently supplied by Walsall Council, as part of their corporate
Active Directory.
The server supporting the Cognisoft legacy application may not be required in the future.
The server STW2 is not required if separate file storage areas are allocated, once use of
the legacy Recruitment application is ended.
8
Network and Information Security
Preamble
Steps to Work require secure and reliable network services within and between their 6
locations. Access is required to the Internet from all sites, and across the Internet to
software service providers and Primary Contractors.
Each site consists of offices, training rooms, and in some locations, One Stop Shops,
which allow street-front access for the public to STW services.
Due to the changing nature of services supplied by STW, tenders need to accommodate
regular changes to network configuration as standard.
Required Services

Wide Area Network (WAN)
Wide Area network connecting 6 locations for domain, email and existing VOIP
telephony services.

◦
Utilising existing circuits where possible
◦
Re-terminating existing circuits where required
Local Area Network (LAN)
Local Area Network management using existing switches.

Segmentation
VLAN segmentation between "staff" devices and "Public Access" devices at 6
locations.

Internet Access
Internet access consolidated from all 6 locations to a single POP.

Firewalls
Firewall between internal network segments and Internet.

Virtual Private Networks (VPN)
Support for Site-to-Site VPNs and Desktop-to-Site VPNs to allow STW to connect to
Service Providers and Primary Contractors. VPN services must be provisioned within 1
week of notification of requirement, with security protocols negotiated with the Service
Provider or Primary Contractor.
VPN staff access for laptop and mobile device users.

Proxies
Proxy Servers for Staff device and Public Access PC web access, with the ability to
filter access according to user group against White Lists and Black Lists.
9
Existing Services

Wide Area Network (WAN)
Wide Area network connecting 6 locations to, and provisioned by, Walsall Council.

◦
Challenge Building Walsall - directly connected to Walsall Council network
◦
Townend House Walsall - VirginMedia 10MB fibre connection to Walsall
Council
◦
Wolverhampton - VirginMedia 2MB fibre connection to Walsall Council
◦
Darlaston - BT 2MB leased line connected via obsolete routing point
(Willenhall) to Walsall Council
◦
Bloxwich - Updata 10MB EFM connection to Walsall Council
◦
Caldmore - Update 10MB EFM connection to Walsall Council
Local Area Network (LAN)
Local Area Network management by Walsall Council. Local patch management by
CSComms.

Segmentation
VLAN segmentation between "staff" devices and "Public Access" devices at all 6 locations.
One independent LAN segment for Public Access use at Wolverhampton location.

Internet Access
Internet access consolidated from all 6 locations to Walsall Council.
One ADSL connection for use by laptops at Townend House to connect to Primary
Contractor, where VPN access from the main network has not yet been possible.
One ADSL connection for use by Public Access PCs at Wolverhampton.

Firewalls
Provided by Walsall Council.

Virtual Private Networks (VPN)
Walsall Council have provisioned VPN access via perimeter firewalls to allow connection
to:
◦
Cognisoft
◦
EOS
A local ADSL router has been installed at Townend House to allow access by VPN to 3SC.
◦

VPN staff access for laptop users
Proxies
10
3 Proxy servers supporting Staff and Public Access PC access to the Internet with Black
List and White List filtering, managed under Walsall Council policies.
Notes
The existing network infrastructure is provided under agreement with Walsall Council. All
wide area network segments are dedicated to STW, except for Challenge Building
Walsall, which is connected to the council's core network directly, as they share the
building.
Existing wide are segments are under contract as follows:

Darlaston - 30 days notice

Wolverhampton, Townend House Walsall - until 31 Mar 2013

Bloxwich, Caldmore - until 13 July 2014
11
Services
Preamble
As Steps to Work do not maintain an internal IT function, complete support services are
required as part of the tender.
Required Services

Help-desk covering the following:
Support and maintenance service targets for the service are as follows:
◦
Critical
30mins response/8hrs resolve
(loss of service/ server/ site connectivity/ all or most staff affected)
◦
Major
1hr response/1.5 working days resolve
(partial loss of service/ server or impaired site connectivity/ 1 or more staff unable to
perform role)
◦
Minor
2hrs response/3 working days resolve
(Intermittent service, small number of staff unable to perform role/ minor faults)
◦
Routine
8hrs response/5 working days resolve
(Cosmetic/ Service Requests)
Ticket service level time-scales:
◦
Begin on reporting an issue to the Successful Supplier
◦
Close on confirmation of resolution by Steps to Work
Support shall be provided between the hours of
◦
8.30am and 5.15pm Monday to Thursday
◦
8.30am and 4.45pm Fridays
Out of hours support:
Provision for out of hours support for VPN, email and remote access shall be available

Change Management
All changes to service, installed equipment, network architecture shall be recorded and
subject to approval.
Any changes in the provider's environment which may impact on Steps to Work shall be
identified, and appropriate information and support shall be supplied.
12

Project Management
Substantial changes in Steps to Work environment shall be managed through formal
project management disciplines, including:
◦
Migration of services
◦
Changes to Wide Area Networking
◦
Technology replacement projects.
Steps to Work representatives shall be included in the Project Management team.
13
Migration
Where the bidder intends to replace or modify existing services, a high-level project plan
of migration processes must be provided, with indicative costs.
Technology Refresh
The maximum return on investment for most devices in the environment has been
reached. As part of this tender the bidder must supply a high level plan of technology
refresh options. The expectations of Steps to Work in this area are as follows.

Overview
The full refreshment plan shall:

◦
include the update of all Desktop operating systems to the latest Microsoft
Windows operating system or equivalent
◦
include the update/replace/re-image of hardware as appropriate
◦
not impair the continued use of current business applications
◦
be completed within the proposed time-scale
Project Management
The project shall be project managed by the successful bidder to completion.
Upon start of the project to refresh the desktop systems:
◦
a full project plan will be submitted to Steps To Work
◦
the project plan will be maintained under change control
◦
changes to the project plan will be approved by both Steps To Work and the
bidder
A project plan is not required for the tender document.

Delivery
The bidder will be responsible for delivering the technology refresh program with
minimal interruption to Steps To Work normal business.

Hardware and Software (incl. Operating System)
◦
All new hardware will be wholly owned by Steps To Work
◦
All software licences will be wholly owned by Steps To Work
◦
All hardware will be supplied at cost price
14
Appendix A - Summary of existing services
Area
Type
Systems
Servers
Numbers /
User
Supplier
Contract
Notes
2
n/a
5
n/a
Support
via
Walsall
Council
Supporting
legacy YETI
(Cognisoft)
and new SAFE
RECRUITMENT
PCs
86
Dell
Support
via
Walsall
Council
All with
Windows XP
Professional
PCs (Public
Access)
66
Dell
Support
via
Walsall
Council
All with
Windows XP
Professional
PCs (Public
Access)
separate
21
None
Based at
Wolverhampto
n
Laptops
19
Support
via
Walsall
Council
All with
Windows XP
Professional
Printers
38
Support
via
Walsall
Council
All with
Windows XP
Professional
Servers
(hosted)
Software
Name
SQL
servers
Central
YETI
(hosted)
Cognisoft
Central
Sage
Sage
Capacity
issues, back
up issues,
Windows
server 2003
Runs on STW1
server at
Challenge
Building
Safe
15
Network
Central
SAFE
(Recruitm
ent)
Tempest
Legacy
versions run
on STW2
server at
Challenge
Building for
Starting Point
Desktop
Microsoft
Windows
XP
Profession
al
192
Support
via
Walsall
Council
Desktop
Microsoft
Office
???
Support
via
Walsall
Council
WAN
Wolverha
mpton
Fibre 2MB
VM
31/03/1
3
COUNCIL
OWNED
WAN
WalsallTownend
House
Fibre 10MB
VM
31/03/1
3
COUNCIL
OWNED
WAN
Darlaston
Copper 2MB
BT
30 days
notice
COUNCIL
OWNED –
routed via
Willenhall
Leisure Centre
(closing)
WAN
Bloxwich
EFM 10MB
Updata
10/07/1
4
COUNCIL
OWNED –
routed via
Bloxwich
Library
WAN
Caldmore
EFM 10MB
Updata
10/07/1
4
COUNCIL
OWNED
WAN
Challenge
Building
Direct wired
Walsall
Council
COUNCIL
OWNED
LAN Cabling
All
buildings
CS
COMMS
STW Owned
16
Systems
Telephony
CS
COMMS
Services
Email
Walsall
Council
Rolling
Walsall
Council
Rolling
Internet
Access
Walsall
Council
Rolling
Intranet
Walsall
Council
Rolling
Telephony
Wavenet
Rolling
Not part of
this tendering
exercise
Telephony
mobile
O2
Rolling
Not part of
this tendering
exercise
Helpdesk
Walsall
Council
Rolling
Workstation
Support
Domain,
LAN,
WAN, AV,
Printing,
MS Office
Routed across
WAN
Limitations on
storage space
for Council
hosted email
17
Appendix B – Submission of Tenders
Timetable and Administration Arrangements
Tender submissions must be returned by 4.30pm on Friday 21st September 2012.
Tenders will only be accepted up to the time and date specified. It is the responsibility
of bidders to ensure that their tender is delivered no later than the appointed time. All
tenders will remain unopened until the deadline for receipt has passed. Tenders will then
be opened and logged.
Tenders are to be submitted by hardcopy by special delivery to Company Secretary,
Steps to Work (Walsall) Limited, Challenge Building, Hatherton Road, West Midlands,
WS1 1XS and supported by an electronic version. This can be supplied with the hard
copy on disk or memory stick.
Evaluation of the tenders will be undertaken in conjunction with consultants appointed to
assist in this tendering exercise in late September / early October 2012. Steps to Work
do not bind itself to accept the lowest or any tender and reserves the right to accept the
whole or any part of any tender, unless the bidder expressly stipulates otherwise. Prior
to award of any contract, bidding organisation’s may, at the absolute discretion of STW,
be required to supply statutory information to STW either directly or through a
contracted Provider.
STW may wish to clarify or discuss aspects of your tender where appropriate. In the first
instance, questions will be sent by e-mail to named individuals and a full response
should be e-mailed back by the deadline given, a hard copy on headed notepaper with
an original signature should also be sent to the appropriate STW officer.
Presentations to the board of STW, if required, will be scheduled for November 2012.
Enquiries about the Tender
Any questions relating to this exercise need to be submitted in writing to Crystina
Woolley at woolleyc@walsall.gov.uk. If your enquiry arrives with us later than 7th
September 2012 it may not be possible for us to respond to your query in time for return
of your tender. A questions and answers log will be maintained and made available on
request up to the tender submission deadline to all parties.
Information about Steps to Work and Starting Point Recruitment can be found on our
websites:
http://www.stepstowork.co.uk/
http://www.onestopemploymentshop.co.uk/
http://www.startingpointrecruitment.co.uk/
Inducements/Collusion
Offering an inducement of any kind in relation to obtaining this or any other Contract
with STW will disqualify your Tender from being considered and may constitute a
criminal offence. Also, please note the following requirements, any breach of which will
invalidate your Tender. You must not:
18
tell anyone else, even approximately, what your Tender or proposed offer
value is, or will be, before the deadline for return of Tenders;
try to obtain any information about anyone else’s Tender or proposed Tender
before the time limit for delivery of Tenders;
make arrangements with any other bidder’s concerning how they should, or
whether they should Tender.
Costs and Expenses
You will not be entitled to claim from STW any costs or expenses that you may incur in
preparing and/or submitting your Tender. This applies whether or not your Tender is
successful. This also applies to any additional cost you may incur as part of this
competition if STW modifies or amends the Tender requirements or the service design.
Post Contract Award Briefing
A meeting will be arranged at the earliest opportunity with the successful Tenderer and
STW to finalise proposals for delivery of this Contract.
Feedback
Following the award of Contract, written feedback will be available on request to
unsuccessful bidders.
Confidentiality
All information supplied by you, as part of this competition, will be treated as commercial
in confidence.
Format of the Tender
Companies are invited to submit a tender, which will cover the work outlined in the
section marked Scope of the Tender. Tenders should be in the form of a written
submission
Tenders to Include
Tenders need to detail any security certification in place such as ISO27001.
19