MASSACHUSETTS PORT AUTHORITY · RFP 5910 Help Desk Support Services Page 3 of 40 1.1 Help Desk...

RFP 5910

Help Desk Support Services

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MASSACHUSETTS PORT AUTHORITY

Purchasing Department

Logan Office Center

One Harborside Drive

Suite 200 S

East Boston, MA 02128

REQUEST FOR PROPOSAL # 5910


RESPONSE DUE DATE: April 26, 2017

BY 1:00 PM

Massport Information Technology System Operations

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Network Engineering Services

REQUEST FOR PROPOSAL

Introduction

The Massachusetts Port Authority (the “Authority“ or “Massport”) is an independent body politic and corporate and public instrumentality of the Commonwealth of Massachusetts created by Chapter 465 of the Acts of 1956. The Authority controls, operates, and manages Boston-Logan International Airport, Hanscom Field, Worcester Regional Airport; and the Port Properties, consisting of certain facilities in the Port of Boston and other properties. For more information on the Authority, its mission, organizational structure, facilities and programs, please log on to the Authority’s website at www.massport.com. The Massachusetts Port Authority is seeking proposals from qualified persons or firms interested in entering into a contract to provide dedicated on site staffing to work with the existing Information Technology staff to provide the daily operational management and high level technical support for the Massport Help Desk.

1.0 Project Scope of Services

The Project Scope section provides background and overview information about the project including the Scope of Services required by Massport. The Proposal Submission section provides information about the RFP process as well as the mandatory requirements for submitting a response to this proposal in order for the proposal to be considered.

Massport will conduct a selection process beginning with the issuance of this Request for Proposals (“RFP”). Massport shall evaluate each short-listed Proposer’s qualifications and relevant experience based on the information provided in the proposals. Selected Proposers may be required to provide an oral presentation and demonstration to the Massport Selection Team, consisting of representatives from various internal departments. Proposers who are invited to present their proposals and demonstrations shall be considered “short-listed”. The Proposer shall be informed if invited to make an oral presentation, of any specific questions or information it is expected to address.

This RFP will address Massport’s needs for the following:

8 Helpdesk people o 3 Intermediate Specialists o 2 Senior Level Specialists o 2 Hardware Engineer Specialists o 1 AV Specialist

24 x 7 Answering service

Ticketing system

Materials and parts

2 Vehicles

Note: The Massachusetts Port Authority reserves the right to except or reject any portion of this contract.

http://www.massport.com/

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1.1 Help Desk Services

Vendor must provide Massport with five (5) Help Desk Computer Support Specialists to provide on-site, first line call answering and tech support for all types of workstations, printers, peripherals, and software applications.

3 of the 5 specialists should be Intermediate Specialists who will provide support for

the services described below. This position requires a broad knowledge of computer software and hardware, operating systems, help desk operations and customer service skills and expertise in at least one IT discipline. They should have a conceptual knowledge of theories, practices and procedures within the discipline typically acquired through a college or university degree, professional certifications or the equivalent work experience. They will perform a range of mainly straightforward assignments while building knowledge of the organization, processes and customers. They will use prescribed guidelines or policies to analyze and resolve problem and makes recommendations to improve upon them. Receives a moderate level of guidance and direction.

2 of the 5 specialists will be Senior Level Specialists and will not only have the

experience of the General Specialist but will also have broad working knowledge of networking and cyber security related disciplines encountered at help desks. They must anticipate internal and/or external business challenges and solve unique and complex problems that have a broad impact on the operation. They should be able to work independently, or lead a small group, and they should know how to mentor the General Specialists and have leadership capabilities.

All 5 Help Desk Support Specialists should have experience working with, but not

limited to, the following:

All desktop and laptop computer system technology. All PCs are currently running in

a Windows 7/10 operating system environment, but upgrades to other desktop operating systems are possible over the contract period. All computers are connected to a 10/100/1000Base-T Microsoft LAN, Windows 7/10 operating system, Microsoft client software, Microsoft Outlook 2010/2013/2016 mail client, Sharepoint, AutoCad, Adobe products, McAfee Security Products, Carbon Black Endpoint Security (BIT9), VMware, MS Explorer, the following Microsoft Office versions - 2010/2013/2016 Professional Suite including:

Word

Excel

Power Point

Project

and other software applications as required.

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Installation of software, upgrades and patches to existing software applications.

Technicians must be familiar with Windows Active Directory (AD).

Must have experience with Enterasys Network Access Control (NAC).

Troubleshoot software problems, malware infections, memory conflicts, configuration issues, etc.

Print server management, adding printers, updating drivers

Creating and configuring corporate desktop/laptop images

Microsoft Exchange day to day management

Resolving end-user problems connecting to the Microsoft LAN/WAN environment.

Must be well versed with laptop computers and remote access capabilities.

Must have experience in Upgrading/Installing computer operating systems.

Must have excellent customer service and phone skills.

External Storage: hard disk, flash drives, etc. No limitations.

Video display monitors and video cards. No limitations.

Wireless (WiFi), Bluetooth, RSA token, cellular cards and wireless hotspots. No limitations.

Technical support of specialized boards (i.e. memory cards, network interface cards, sound boards, CPU. Knowledge of modems, tape backup units, etc.).

o Memory cards

o Network Interface cards (NIC)

o Sound Boards

o CPU

o Modems

o Processors

o Heat sinks

Miscellaneous; including but not limited to; cables, scanners, mice, plotters, USB

devices, backup devices, etc.

1.2 Computer Hardware and Printer Maintenance Services

The selected vendor must provide two (2), dedicated on-site Hardware Engineer positions. Both positions to be forty (40) hours per week. Their primary responsibilities include equipment maintenance and troubleshooting for all types of repair on workstations, networked printers, HP plotters and peripherals. In addition to the primary hardware support responsibilities the Technical Field Engineers will assist the Massport Authority full time Help Desk staff in the maintenance of related desktop software applications if time is available. Maintenance items include:

This maintenance contract includes the service and support for all of our local and network Hewlett Packard Laserjet printers and large scale plotters. Upgrades to newer released desktop operating systems and printer equipment are possible over the contract period.

All Windows 7/10 workstations systems. Dell computers running Windows 7/10 operating system are the majority of the computers throughout the Massport network. Microsoft Office suite, Outlook / Exchange and a variety of software application suites reside on some or all the workstations covered under this agreement. The Information Technology department support staff will provide the software

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applications support. However, the Information Technology Help Desk dispatcher may call upon the Technical Field Engineers to provide software support on an as needed basis.

1.3 AV Support Specialist

The selected vendor must provide 1 dedicated AV Support Specialist that will handle AV requests, ranging from meeting setup, to support of the meeting.

This person must have a high level knowledge of Creston and Extron units, and should be considered an expert in the field, with at least 3 years in the field.

They should have excellent trouble shooting skills and should know how to identify the multitude of issues that could arise, including but not limited to the following: Network, WIFI, Computer, Video Camera, Hardware, Software

Additionally, this person will need to know how to set up and facilitate WebEx meetings, be available to support meetings both inside the facility as well as external off site meetings, and be able to support the highest level senior staff meetings

1.4 Replacement Parts and Maintenance of Spare Parts

The Technical Field Engineer is responsible for managing the inventory of spare parts for Massport. The full time Technical Field Engineer must provide Massport with an inventory of all in stock, ordered, and out to service spare parts for all hardware equipment the successful bidder is responsible for. Additionally, the inventory report must include recommendations for proper inventory levels of each spare part. Inventory must be updated and submitted weekly and provided in Microsoft Excel or other agreed upon format. The general replacement parts i.e. keyboards, mice, memory, hard drives, etc. shall be ordered by Massport staff at the direction of the Technical Field Engineer. All out of warranty model specific specialty replacement parts to be supplied by the vendor will be approved prior to the Technical Field Engineer ordering the part.

If needed, the vendor shall provide parts necessary to repair equipment, such as

printers, plotters, PCs, etc. Parts must be approved by Massport (Help Desk Manager or designee) prior to ordering. The vendor shall bill Massport on the monthly invoice for all approved parts. Massport will include a pre-determined amount of dollars in the contract to be used for approved billable parts invoices.

The Technical Field Engineer must be responsible for shipping defective parts to

OEM, receiving replacement or repaired parts, and notifying Massport staff concerning shipping status. Technical Field Engineer is responsible for maintaining a “shipped” parts tracking system, which must include items such as part descriptions, date/time shipped, RMA numbers, UPS/FedEx tracking numbers, etc.

1.5 Desktop Installation Services

The following are the services required for the Massachusetts Port Authority desktop computer installation and software migration services.

The vendor will unpack, transport and install approximately 150 new desktop computer systems (e.g., hard drive, keyboard, mouse, monitor and peripherals) annually to departments and locations throughout the Massachusetts Port Authority.

Configure (Image) each computer system with the software provided by Massport. The Vendor will provide a “Master Image” hard drive configuration. Deliver computer to each user, remove and salvaged old computer system, install and set up new

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computer, record the user name and serial number of the newly installed system, and verify login connection to the Massport network of each of the 150 new computer installations in accordance with a delivery schedule to be negotiated between Massport and the selected vendor.

The selected vendor must provide qualified professional staff that will be doing the actual computer upgrade installations, computer swaps, and data transfers as specified below. All staff provided must have an A+ PC certification and a minimum of 3 years’ experience in the field working with Windows 7 and Windows 10. All staff provided must be qualified, experienced and well versed in resolving complex issues when deploying Windows 7/10 workstations. Staff must have excellent customer service skills, be proficient with networking concepts, installing and configuring PC hardware peripherals, software applications, operating systems and Internet browser software. Selected vendor must provide Massport with resumes of all staff assigned to the project and Massport reserves the right to interview candidates prior to acceptance.

The selected vendor will be responsible for transferring the user’s data, i.e. spreadsheets, word processing documents, Internet bookmarks, specific software programs, printer mappings, etc. The selected vendor will also move any attached computer peripherals, i.e. local printers, scanners, etc. All machines that are taken to salvage must have their hard drive destroyed utilizing Massport’s hard drive destruction equipment.

1.6 Annual Printer Services

• Provide additional resources if needed to complete on-site preventive maintenance in accordance with OEM specifications annually for all our Hewlett Packard network printers and plotters. Printer and Plotter PM Service will start on 9/1/2014. An authorized Hewlett Packard service technician must do this service. The vendor must provide a detailed response as to what services will be performed and the cost associated, i.e. printer service kits, and additional labor resources to perform this service.

• Provide onsite maintenance for all Hewlett Packard DesignJet plotters. Services include all labor, technical support, and travel costs; replacement parts will be billed to the detailed monthly parts invoice

• Provide complete maintenance printer maintenance for 14 Zebra / Electron model printers at our Conley Container Terminal. Massport currently has 4 hot spare units to swap out when failures occur.

1.7 Provision of Dedicated Vehicle

The vendor must provide two (2) dedicated vehicles, suitable for the duty and properly insured for the staff member to use.

The vendor will be responsible for all transportation and parking costs. Massport will

arrange parking at the base location (Logan Office Center), One Harborside Drive, East Boston, MA.

1.8 Mobile Telephone and Response Time

All staff will be required to carry a mobile telephone as the primary means of communications with the Massport dispatcher while in the field. The selected vendor will provide each staff member with an Apple iPhone 6s or newer; this device will be secured utilizing Massport’s mobile device management policy. The staff member must respond

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immediately during their normally scheduled work hours to all communications.

The vendor will be responsible for replacement costs associated with lost or stolen mobile telephone equipment assigned to the staff member.

1.9 Location of Equipment

The table listed below is the approximate number of computers and printers in each major location that the Technical Field Engineers will be responsible for maintaining under this contract. Other peripherals (scanners, plotters etc.) are distributed across locations in a similar fashion.

Location

Approximate Number of PCs

1100 Units

Approximate Number of

Printers

East Boston, MA. / Logan Office Center 400 110

East Boston, MA. / Logan Airport Facilities 500 50

South Boston, MA. / Fish Pier, East I Building. 50 10

South Boston, MA. / Conley Maritime Container Facilities.

50 10

Bedford, MA. / Hanscom Civil Air Terminal Facilities

25 5

Worcester, MA. / Worcester Regional Airport

25 5

1.10 Hours for Dedicated Staff

Vendor must provide to the Authority staff possessing the necessary skills to maintain Massachusetts Port Authority’s computer equipment. The staff must be provided on a full time basis, forty per week, Monday through Friday as follows:

Support Specialist #1: 7:00AM to 3:30PM, 30 min. lunch.





Technical Field Engineer #1: 8:00AM to 4:30PM, 30 min. lunch.

Technical Field Engineer #2: 8:30AM to 5:00PM, 30 min. lunch

AV Specialist: 8:00AM to 4:30PM, 30 min. lunch - Flex Staff shall be on-site and available for the Authority only. Additional overtime work may be required on an as-needed basis.

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1.11 Holiday Schedule

The Authority observes the following holidays and typically will not require the staff to report to work; the 24x7 call answering service is required to be operational at all times.

Observed Holidays New Year’s Day

Martin Luther King, Jr. Day Presidents Day

Patriots Day Memorial Day

Independence Day Labor Day

Columbus Day Veterans Day

Thanksgiving Day Christmas Day

1.12 Use of Subcontractors

The use of subcontractors must be clearly identified in the proposal. Massport reserves the right for final approval when subcontractors are proposed. The winning vendor will be responsible for meeting all of the terms of the contract.

The Consultant (Contractor) shall not charge the Authority for any mark-ups on the costs of suppliers or sub consultants (subcontractors) incurred in connection with the Consultant’s (Contractor’s) performance of the services required hereunder.

Vendors will be responsible for managing all sub-contractors and verifying they meet Massport’s standards.

1.13 Help Desk Database System –

Vendor must provide and host a Help Desk Database System for help desk call logging, distribution and tracking. Vendor will provide all aspects of the system both hardware, software and network connectivity. Vendor will keep the software upgraded to the latest version of whatever software is being used and will keep all aspects of the system up-to-date and free of critical security risks. Massport will provide vendor with a current list of our end users, their locations and phone numbers to be imported into the system on a quarterly basis. The Help Desk Database application and data can only be hosted on servers residing within the continental United States. The information stored in the database must be kept secure and only accessible by parties approved by Massport.

The Help Desk Database System must also support the following:

Must be capable of maintaining 99.9% uptime.

Must be accessible securely via a web browser over the Internet.

Must generate email messages to appropriate technician when tickets are opened or closed.

Must be capable of generating reports, especially for daily, weekly, monthly, yearly, call type, caller info, call times, and call closing time reports.

All aspects of the database must be useable by internal Massport staff.

Massport will require a minimum of 15 concurrent accounts initially.

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Must have the ability to add more accounts as needed.

All Updates and Maintenance routines will be performed at least quarterly by vendor.

Vendor will provide us with an export of the database at end of contract period.

Vendor must allow an import of the database from the end of the previous contract into the new database.

Vendor will assume all costs for managing and maintaining this system.

Zendesk is a preferred system

1.14 Help Desk Remote Call Answering Service

Vendor must provide a Remote Call Answering Service for 24x7 Help Desk support coverage, setup so that all calls initially go directly to the five provided on-site help desk computer support specialists at the Massport internal Help Desk but will roll over and be forwarded to the vendor’s remote site when they are unavailable to take a call, at lunch or any time after hours 24x7. All calls forwarded to the remote call answering service will be logged into the provided Help Desk Database and then, based on a pre-defined process, may need to troubleshoot, escalate or manage the issue beyond that by the call service technician until the call is closed. The Remote Call Answering service must be located within the continental United States and staff must be able to speak and understand English clearly and concisely.

The Call Answering Service must also support the following:

Staffed 24 hours a day and 7 days a week.

Calls must be answered by a technician not sent to a voicemail box or auto-attendant type service.

Ability to have multiple phone numbers for separation of call type purposes.

Massport’s current average call levels are roughly 700 calls a month.

Must have the ability to support 1000 calls a month for future growth.

Vendor will assume all costs for providing and running this service.

1.15 Services Management Contact

The provision of services will be under the direction of the Information Technology Department. The contract oversight will be the responsibility of Mr. Alexander Smith, Help Desk Manager; work requested will be coordinated by Mr. Alexander Smith or his designee. The Proposer is to identify in the proposal a designated single Project Manager to serve as the primary point of contact, responsible for Consultant’s performance under this agreement. The Project Manager may be required to appear on-site at Massachusetts Port Authority, Logan Office Center Facility to assist in the effective implementation and administration of this contract.

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1.16 Airport Security Badging Requirements

Massport follows the procedures mandated by the Transportation Security Administration’s (TSA) regulation 49 CFR 1542.209 regarding unescorted access to the Secure Identification Display Area (SIDA) areas of Logan International Airport. Effective December 23, 2000, all first time applicants for an Airport (unescorted access) Security Badge must be fingerprinted and undergo an FBI criminal history records check. Massport retains control of and responsibility for the maintenance and destruction of the criminal history records as outlined in 1542.209. Applicants who refuse to be fingerprinted will be denied unescorted access privileges. A copy of the applicable sections of 49 CFR 1542.209 may be obtained from the Security Badge Office.

Employers are required to designate a representative of the company to act as the Security Badge Coordinator (BC). The BC’s will have the responsibility for completing and submitting all security badge applications to the Security Badge Office (SBO), providing mandatory SIDA Training, and notifying the SBO of all employee access requirements. All relevant procedures, application forms, and training materials, may be requested from the SBO at (617) 561-1706. Abbreviated copies of the applicable sections of 49 CFR 1542.209 may be obtained from the SBO.

Security Badges are issued by the Massport Security Badge Office Monday through Thursday from 8:30 A.M to 4:30 P.M., and on Friday from 6:30 A.M. to 4:30 P.M. All badge application forms are subject to a processing fee and a fingerprint processing fee. Any lost or unaccounted badge not produced at an audit, or returned upon request are subject to additional charges per badge. Replacement badges will not be issued without prepayment of all relevant charges. Employers are responsible for notifying Massport when any badged employee is terminated and for returning that employee’s security badge within forty-eight (48) hours of the termination. Missing badges must be reported immediately to the Security Badge Office at (617) 561-1706 during normal business hours and Massport Operations at (617) 561-3304 after hours and on weekends. All individuals must be at least 18 years of age with a valid State-issued driver’s license to receive airfield driving privileges to operate a vehicle within the Aircraft Operations Area (AOA). Also, other more stringent driver training and vehicle equipment requirements must be met to operate on the Runways and Taxiways of the AOA. Massport maintains a ZERO TOLERANCE POLICY against security violations. Enforcement of this policy is carried out under Massport Regulations 740 CMR 21.10 et seq., and 22.01. Violators of these security requirements are subject to a fine not to exceed $2,000, a suspension and/or disqualification for a security badge, revocation of privileges to perform aviation or commercial services, and criminal prosecution.

1.17 Term

This agreement is intended to result in one (3), three year contract with the

Massachusetts Port Authority. This agreement shall commence on July 1, 2017 and shall terminate on June 30, 2020. However, the Authority may, by written notice, terminate this Agreement if the Contractor shall fail to perform the services in a timely and workmanlike fashion. In addition, the Authority may terminate this Agreement without cause by directing written notice of termination to the Contractor not less than seventy-two (72) hours prior to the effective date of such termination.

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1.18 Billing

Payment for services will be billed at the end of the month, for the previous month. The invoice will need to have the Contract number on it and must have the following information broken down:

Number of hours per employee (Straight time)

Number of hours per employee (Over Time)

Equipment purchased

Any additional hours of extra employees utilized for special projects 1.19 Non-Discrimination, Compliance with Civil Rights Laws and Business Diversity Proposer shall not discriminate against any person, employee or applicant for employment because of that person’s membership in any legally protected class, including but not limited to their race, color, gender, religion, creed, national origin, ancestry, age being greater than forty years, sexual orientation, disability, genetic information, or veteran status. Proposer shall not discriminate against any person, employee, or applicant for employment who is a member of, or applies to perform service in, or has an obligation to perform service in, a uniformed military service of the United States, including the National Guard, on the basis of that membership, application, or obligation.

1.20 Business Diversity

Massport highly values the perspectives and varied experiences found within a diverse workforce. Massport recognizes that a mutually beneficial relationship with a diverse base of quality, cost-effective businesses enhances our business and our competitiveness. Utilizing qualified minority and women-owned business enterprises (“MBE/WBE’s”) is a critical part of our diversity program. Massport encourages MBE/WBE’s to pursue business opportunities with us directly and encourages vendors, and tenants to promote diversity in all of their business activities.

Although, the Authority has not established a specific goal for this contract, participation by MBE/WBE’s minority is encouraged and the successful respondent may be required to provide information related to participation by MBE/WBE’s, if any, during the term of the Agreement.

The Authority is committed to diverse participation in the Authority’s business activities. The Authority encourages the utilization of qualified minority and women-owned business enterprises (“MBEs/WBEs”). The terms Minority-Owned Business Enterprise and Women-Owned Business Enterprise refer to businesses that meet the certification criteria of, and are certified by, the Massachusetts Department of Economic Development/Supplier Diversity Office (SDO), as set forth in 425 CMR section 2.2 et. seq. or that meet the certification criteria of, and are certified by, the Greater New England Minority Supplier Development Council (“GNEMSDC”).

1.21 Impacted Community Business Participation The Authority encourages and supports economic opportunities for residents and businesses

located within those communities most directly impacted by the operation of the Authority’s facilities. Those communities are South Boston, East Boston, Chelsea, Revere, Winthrop and Charlestown. The term “Impacted Community Business Enterprise” (ICBE) is defined as an enterprise, which has a principal place of business in one of the impacted communities. The Authority encourages Proposers to use ICBEs in the award of subcontractors and in the procurement of materials, equipment, and services and to provide the Authority with the information regarding their voluntary efforts to contract and to use ICBEs. Upon request by the Authority, the successful Proposer must provide information related to ICBE expenditures.

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2.0 Proposal Submission

This section provides the instructions for the preparation of the response to this Request for

Proposal. It describes the proposal process, including a list of important dates for proposal development, and the deliverables required in the proposal. This section also describes the general terms and conditions of the proposal and the evaluation process to be used in selecting a proposer. Proposers are responsible for fully examining this RFP and addenda (if any) and referenced documents.

2.1 General Instructions

Proposals shall demonstrate a thorough understanding of the requirements and scope of the

project described in Section 1.0 Project Scope of Services with emphasis on completeness and clarity of content. Proposals shall concisely describe how the Consultant’s solution addresses the specific needs of Massport. Although certain technical explanations may be required, the proposal language shall accommodate a non-technical audience.

The Proposer shall have proven experience and performance in providing network engineering

and technical support services. Proposals shall clearly identify the intended use of any sub-contractors for services related to the project's scope. The quote for the Help Desk Support Services shall include fixed price “not to exceed” pricing as well as hourly rates for each labor category, which shall be guaranteed rates for the duration of the contract.

The response shall be submitted in the format specified in the instructions below and shall include

all completed forms required in the appendices to this document. The proposal shall include the full legal name and business address of the Proposer, and shall be signed and dated by a person or persons authorized to contractually bind the Proposer. Proposals by a partnership or joint venture shall list the full names and addresses of all partners or joint venture signatories. The state of incorporation shall be stated for each corporation that is party to the proposal.

The preparation of the proposal and any subsequent presentations, demonstrations or other

activities related to the proposal shall be at the expense of the Proposer, and the Authority shall not compensate any party for any such activities. The rejection of any proposal in whole or in part will not render the Authority liable for incurred costs and/or damages.

Unless otherwise formally notified in writing by the Authority, the contact person for all information

and/or questions pertaining to this RFP shall be:

April Lanni Massachusetts Port Authority One Harborside Drive, Suite 200S East Boston, MA 02128 E-mail: [email protected]

2.2 Proposal Format and Content

All responses are to be presented following the format outlined below. The proposals shall

address all of the requirements of this RFP and provide a complete and concise description of how the proposed solution satisfies the requirements. In addition to the narrative that comprises the response, the Proposer shall complete the forms provided in the appendices to this document. Failure on the part of the Proposer to complete the forms may be reason for rejection of the proposal.

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All proposals shall be in writing and shall be typewritten in English on 8.5" x 11.0" paper with all

pages clearly numbered. The proposal shall be concise and focus on the details of the solution. Each Consultant will submit two (2) original and six (6) copies at the time of submission. Printed

proposals shall be printed double-sided in a 12-point font, with the exception of the original, which shall be printed single sided. Proposals shall be sturdily bound (except for the original) with individual sections divided by tabbed pages.

The required contents and format of the proposal are as follows:

(Title Page)

I. Executive Summary (2 page maximum)

II. Table of Contents

III. RFP Response

Approach to Providing a Complete Solution

Proposer’s Background

Estimated Schedule

Specific Experience and References

Team Qualifications

Financial Status of Proposer’s Organization

Price Proposal

IV. Other Information (optional)

V. Appendices

(A) Proposer Information Form (B) Reference Information Form (C) Team Resumes (D) Financial Qualifications (E) Price Proposal Forms (F) Certificate of Compliance with Laws (G) Sample Service Agreement

2.2.1 Executive Summary

The Executive Summary shall present a clear and concise summary of the Proposer's

background, solution proposed and direct relevant experience, and shall make a case as to why the Proposer has the best solution to satisfy Massport’s needs. Structure this section in a manner that allows it to serve as a stand-alone summary when separated from the other sections of the proposal (page limit: 2 pages.)

2.2.2 Table of Contents

The Table of Contents is self-explanatory

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2.2.3 RFP Response

This section of the proposal shall describe in detail the proposed solution including the

Proposer’s:

Approach to Providing a Complete Solution

Proposer’s Background

Estimated Schedule

Specific Experience and References

Team Qualifications

Financial Status of Proposer’s Organization

Price Proposal

2.2.4 Approach

This section shall describe how the Proposer intends to deliver the services identified in Section

1.0 Project Scope of Services on time and within the contract terms. Massport is looking for the Proposer to provide a detailed approach, including the development methodology to be used, which identifies and includes all items the Proposer deems necessary to meet or exceed the requirements identified in Section 1.0 Project Scope of Services. The Proposal shall include a detailed description of the objective, approach, methodology and level of effort proposed for each task or item. If the proposed solution partially meets these requirements, the Proposer shall provide a concise explanation for Massport’s consideration. The proposed approach to implementation shall be clear and offer a reasonable and cost-effective methodology.

Any part of this section, or any section of the RFP response, may be incorporated into the final

contractual agreement.

2.2.5 Proposer's Background

Present an introduction to your firm that details its principal business (es), company size and

structure, firm ownership, etc. In particular, the Proposer shall describe how its professional background and expertise are most suited toward meeting Massport’s needs. If a local office is proposing, describe the attributes of the local office from which the work will be performed. All items below must be completed and numbered in the order in which they appear. Additional sheets, referenced by item number, should be attached where space is insufficient for a full answer. Charts, diagrams, material boards and exhibits may be utilized if desired.

a. Email Address, Name, Address, Telephone Number and Facsimile Number of Proposer: b. Description of Proposer (Corporation, Partnership, Consortium, etc.):

c. Is Proposer now qualified to do business in the Commonwealth of Massachusetts?

d. State of Incorporation, if any: e. Email Address, Name, Title, Business Address, Telephone Number and Facsimile Number

of person responsible for submitting this Proposal:

f. Email Address, Name, Title, Business Address, Telephone Number and Facsimile Number of person with whom to communicate regarding this Proposal if different from above:

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g. Proposer shall include with submission a statement, sign under the pains and penalties of

perjury, identifying and describing all local, state and federal criminal investigations or proceedings, or any other administrative, judicial, or regulatory matter currently pending against the Proposer, or its Principals (to include officers, members, directors. and partners) or conclude adversely to the Proposer, or its Principals, within the past five years, which might reasonably be construed to reflect adversely on the fitness of integrity of Proposer/ Vendor or its Principals to perform this contract for a public client. Failure to respond properly and accurately to this requirement may, in the Authority’s sole discretion,

result in rejection of your submission.

2.2.6 Specific Experiences and References

The Proposer shall describe at least three (3) separate engagements performed by its firm that

have concluded in the past five (5) years or are in process as of this date. Massport is especially interested in references which demonstrate the Proposer’s proven experience and performance in providing high level complex technical staffing and support services to organizations with similar operations of approximately the same size and complexity as Massport.

At a minimum, the Proposer shall:

Describe the most recent (last five years) relevant experience of the firm and sub-consultants on engagements involving similar Help Desk Support Services. Clearly state the roles of any sub-consultants used by the Proposer's organization on each engagement. Describe how this engagement is relevant to Massport’s situation and what experience was gained that is directly applicable to Massport.

For each of the projects listed above, include complete client information for persons familiar with the services provided including full client name, client address, client phone number, contact name and title at time of referenced job and contact phone number. For each engagement, the Proposer is expected to provide the names of at least two client references, which Massport may use at its discretion and in accordance with Section 2.3.5 Evaluation. The Proposer shall provide this information in the Appendix B Reference Information Form section of the proposal.

2.2.7 Team Qualifications

Provide an organization chart identifying the personnel the Proposer plans to assign to the project

and their intended roles. Please also identify the experience and skills that make them appropriate for this project and any prior teaming experience. Clearly identify who will be the lead person representing your firm in contract negotiations with Massport. Any changes in the project team during the selection process or the course of the contract shall be approved by Massport's Manager, Network Operations & Unified Communications. Include in the proposal brief resumes for each of the individuals named above. Include in those resumes the specific relevant projects on which those individuals have worked or are presently working. The Proposer shall provide this information in the Appendix C Team Resumes section of the proposal.

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2.2.8 Financial Status

The Proposer shall provide a copy of the Proposer’s most recent audited financial report, or

provide Massport with sufficient information requested below to assess the company’s financial status and the ability of the Proposer to perform the work required. The Proposer shall provide this information in the Appendix D Financial Qualifications section of the proposal.

Please attach a description of Proposer’s financial status, which is sufficient to enable the Authority to evaluate the financial qualifications of Proposer. The description should include but not be limited to:

(1) Bank References, including the full name and address of the bank, as well as the

name and telephone number of the contact person. (2) Insurance References, including the full name and address of the insurance

company, as well as the name and telephone number of the contact person.

(3) Proposer’s current financial statements and a current statement of conditions audited by a Certified Public Account.

(4) Proposer’s credit rating information. (5) Has Proposer any present overdue indebtedness to any government unit or

agency, or any outstanding claim or demand of indebtedness? If so, please specify.

(6) Has the Proposer filed for bankruptcy within the last five years? If so, please

describe current status.

2.2.9 Price Proposals

The Proposer shall provide fixed pricing for hourly labor rates, hourly labor overtime rates and

dedicated vehicle costs. Pricing is based on the requirements and deliverables identified in Section 1.0 Project Scope of Services and for any additional “other” deliverables the Proposer deems necessary. Proposers shall be required to submit separate pricing proposals for 1) Labor Rates, 2) Hardware Component Maintenance deliverables identified in Section 1.0 Project Scope of Services.

The Proposer shall provide this information using this Appendix E Price Proposal Form. Please note that Massport is a tax exempt organization.

In addition the Proposer shall submit a rate table identifying the hourly rate for each labor category associated with the project and/or for each type of resource used to implement the proposed solution.

2.2.10 Other Information

At the discretion of the Proposer, other additional and relevant information may be included in this

section.

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2.2.11 Appendices

The Proposer is required to submit, as part of its completed package, certain forms or information

as outlined below. Relevant forms have been provided in the appendices to this RFP document as noted. The Proposer's appendices shall be presented in the following order:

(A) Proposer Information Form (B) Reference Information Form (C) Team Resumes (D) Financial Qualifications (E) Price Proposal Forms (F) Certificate of Compliance with Laws (G) Sample Service Agreement

Where additional space is needed to contain your response, insert supplementary pages as necessary directly behind the page with insufficient space. Identify the supplement with the appendix number and supplementary page number.

Changes to the RFP format or failure on the part of the Proposer to comply with all requirements may be cause for rejection of the proposal.

2.3 Proposal Process

It is Massport's desire to maintain the following schedule for the proposal and selection processes:

Step

Description

Date

RFP Released

RFP is available to interested Proposers.

April 6, 2017

Last Day of Written Questions

Proposers will be allowed to submit inquiries and questions until this date. Inquiries may be submitted via E-mail only to [email protected]. (plain text).

April 14, 2017 by 3:00 p.m.

Answers to Written Questions

Responses to written questions will be provided to all prospective Proposers who download the RFP

April 17, 2017 by 3:00 p.m.

Submission of Proposals

Proposers will submit detailed proposals in conformance with the requirements of this RFP by this date and time.

April 26, 2017 at 1:00p.m.

Review of Proposals Massport’s evaluation committee will review the proposals received in accordance with the evaluation criteria set forth elsewhere in this document.

April 28, 2017

Oral Presentations and Candidate Interviews

Proposers may be notified of the date and time for presentations and candidate interviews.

TBD

Selection Committee Meeting

Massport’s evaluation committee will review the proposals received in accordance with the evaluation criteria set forth elsewhere in this document. The final contract is subject to approval by Massport Chief Executive Officer and Executive Director.

TBD

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2.3.1 Written Questions

In the interest of saving time, all questions pertaining to this Request for Proposal shall be

submitted by E-mail to the Massport contact person identified above (see Section 2.1 General Instructions). Please note, all questions, shall be received by the Massport Senior Buyer, April Lanni, [email protected] by the date and time specified for the Last Day of Written Questions in the schedule above. The Authority will provide a written summary of the questions and answers, which will be sent to the principal representative of each proposing organization that down-load the RFP.

2.3.2 Addenda

Revisions, clarifications, interpretations, and responses to written questions on this RFP, as

prepared by Massport, shall be issued to all Proposers as addenda to the RFP. All addenda will be issued as specified in the schedule above.

2.3.3 Proposal Submission

By submitting a Proposal, Proposer agrees that if the Authority makes an award to Proposer, the Proposer may be required to enter into one or more Agreements in the form attached hereto as Attachment H. The draft Agreement may be modified only as deemed necessary or desirable by the Authority’s Chief Legal Counsel. Certain portions of the final Agreement shall be completed in accordance with the terms of the successful Proposal.

Two (2) original and six (6) copies of the Proposer's response to this RFP (the “Proposal”) shall be

delivered in a sealed package no later than April 13th at 1:00pm Eastern Time. To: Massachusetts Port Authority

Logan Office Center One Harborside Drive, Suite 200S East Boston, MA 02128-2909 Attn: Rachida Mahrouda

The Authority will time and date stamp all proposals upon receipt. Proposals received after the

time and date stated above will be marked as late and will not be considered. Proposals will not be returned.

The Proposer shall print "Proposal for Help Desk Support Services BID# 5910" in the bottom

right hand corner of the proposal packaging.

2.3.4 Proposal Evaluation

The Selection Committee will evaluate proposals based on the criteria below. Those proposals

which meet the requirements of this RFP and which are deemed to represent the most beneficial solution to the Authority's needs will be evaluated in accordance with the criteria. Proposals which fail to meet the requirements of this RFP or which are otherwise unacceptable will not receive further consideration.

Massport may make such investigations as it deems necessary to determine the ability of the

Proposer to perform the work, and the Proposer shall furnish to Massport all such information and data

mailto:[email protected]

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for this purpose as may be requested. Massport reserves the right to reject any proposal if evidence submitted by, or investigation of, the Proposer fails to satisfy Massport that such Proposer is properly qualified to carry out the obligations of the Contract and to complete work contemplated therein. The Authority, at its sole direction, may select one or more proposals from which to proceed with negotiations.

2.3.5 Evaluation Criteria

In selecting a Consultant to complete the tasks, perform the services, and deliver the items

described in Section 1.0 Project Scope of Services, the Authority will consider the information in the proposals, technical level and experience and the ability of the proposer to meet or exceed the minimum requirements and shall include, but not be limited to, consideration of the following criteria:

The overall quality of the written proposal, oral presentation and demonstration; o The ability of the Proposer to satisfy the functional and technical requirements stated

herein; o The overall quality of the Proposer’s solution; o Consultant's methodology for Help Desk Support Services for Massachusetts Port

Authority. o Responsiveness to this RFP;

Qualifications and relevant experience; o The level of recent (within the past five years) and relevant (including similar work for

other government agencies or transportation related sites) experience the Proposer has in engagements of similar scope and nature.

o The level of recent and relevant experience the Proposer has with the proposed Help Desk Support Services.

o The qualifications of personnel who will be assigned and the relevance of each person's experience to the work to be performed under this proposal;

o Recommendations from prior clients; o Ability to work within a team framework. This project requires close coordination between

Massport's and the Consultant's teams in order to be successful;

Financial stability of the Proposer;

Commitment to Affirmative Action, in house profile, policy and accomplishments, and meaningful subcontractor participation as well as employment of special groups of interest to Massport (i.e., residents of Impacted Communities);

Price/cost.

2.3.6 Oral Presentations & Candidate Interviews

Massport may require short-listed Proposers to provide oral presentations of their proposed

solution to the Massport Project Team. Proposers will be advised of the need for such a presentation and arrangements will be made for a mutually agreeable time. The Proposer will be informed at the time it is invited to make an oral presentation of any specific questions or information it is expected to address.

2.3.7 Notification, Negotiation and Award

The selected Proposer shall be expected to enter into an agreement with Massport, materially for

the services requested in this RFP document unless the selected Proposer specifically notes suggested changes in its proposal (see Section 2.4.1 -- Acceptance of the Proposal). Massport will subsequently enter into negotiations with the chosen Proposer(s) to establish mutually agreeable terms regarding the scope of services and/or compensation.

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All unsuccessful Proposers will be notified after the execution of an agreement. Non-acceptance of any proposals will be devoid of criticism and of any implication that the proposal was deficient. Non-acceptance of any proposal will mean only that another proposal was deemed to be more advantageous to the Authority. Copies of all proposals and support material will be retained by the Authority.

If mutually agreeable business and contract terms cannot be reached after a reasonable length of

time, Massport reserves the right to proceed with another proposal or reevaluate its options.

2.4 General Conditions

2.4.1 Acceptance of the Proposal

It is the intent of the Authority to award a contract on the basis of the responses to this RFP.

However, the Authority, at its sole discretion, reserves the right to accept or reject any or all proposals received in response to this request, to negotiate with any qualified source, or to cancel in part or in its entirety this RFP. The Authority may request additional information from the Proposers during the course of the selection process.

Any proposal determined to be non-responsive to any of the requirements of this RFP may be

disqualified without complete evaluation. Submissions not containing all requested requirements will not considered. The Massport Selection Committee may, at its discretion, determine noncompliance is immaterial and can be corrected or that an alternative proposed by the Proposer is an acceptable substitute. In such cases, the Selection Committee may ask for clarifications and/or allow the Proposer to make minor changes or corrections to its Proposal.

Massport reserves the right to suspend, withdraw, amend, or supplement this RFP including all appendices, exhibits, and addenda, at any time prior to opening the proposals. Massport further reserves the right to accept any proposal, to modify or amend with the consent of the Proposer any proposal prior to acceptance, to reject any or all proposals, to waive any informality and to effect any agreement otherwise, all as the Authority in its sole judgment may deem to be in its best interest.

By submitting a proposal in response to this RFP, the Proposer agrees to accept award of the

successfully negotiated contract to perform the work described in the submitted proposal. The selected firm will be expected to sign an agreement. If the Proposer believes that modification of the RFP or any article contained in the Authority's standard contract is necessary, or the Proposer takes exception to any portion of this RFP, the Proposer shall so indicate, in detail, at the time of submission. Otherwise, it will be assumed that the terms of the Contract and RFP are acceptable, and by submission of a signed proposal to the Authority, the Proposer will be deemed to have accepted in their entirety the terms and conditions of the Contract and this RFP.

The Authority need not select the lowest cost proposal; rather, the Authority will select the

proposal that is deemed by the Authority to be most responsive to its needs.

2.4.2 Conflict of Interest

Massport seeks to avoid any conflict of interest, or the appearance of a conflict of interest. Each

Proposer is advised that its performance of work for the Authority may, at any time, raise questions about real or perceived conflicts of interest because of the Proposer's relationship to other entities or individuals, including without limitation: (1) private and public owners of companies that may be affected by the project, and/or (2) other state-created entities with potential conflicting interests and/or concerns.

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Accordingly, Massport reserves the right to: (1) disqualify any Proposer or reject any proposal at any time solely on the grounds that a real or perceived legal or policy conflict of interest is present; (2) require any Proposer to take any action or supply any information necessary to remove the conflict, including without limitation, obtaining an opinion from the State Ethics Commission; and (3) terminate any contract arising out of this solicitation if, in the opinion of Massport, any such relationship would constitute or have the potential to create a real or perceived conflict of interest that cannot be resolved to the satisfaction of Massport.

In addition, representatives and/or employees of the successful Proposer may be required to

certify from time to time, in a form approved by Massport, that in connection with work under any contract arising from this RFP, that they are in full compliance with the provisions of Chapter 268A of Massachusetts General Laws and any other applicable conflict of interest laws. The Proposer agrees to disclose in writing any facts Massport may seek in order to resolve questions about potential conflicts of interest occurring during the period of solicitation of performance hereunder and, upon request of Massport, describe on-going relationships between any party to the Proposer's team and suppliers and manufacturers of equipment which may be deployed in the work of this project.

2.4.3 Proprietary Information, Non-Disclosure

Massport will seek to hold all RFP's and subsequent submissions in confidence, to the extent

consistent with applicable law, until a final decision has been made or the selection process is terminated. Respondents are advised, however, that pursuant to M.G.L.c.66, all materials received by Massport which fall within the definition of "public record" as set forth in M.G.L.C.C 4§7, cl. (26), shall be disclosed by Massport upon request.

Any information given to Massport in any Proponent's RFP or any correspondence, discussion,

meeting, or other communications between the Proponent and Massport before, with, or after the submission of the Proponent's RFP, either orally or in writing, will not be, or deemed to have been, proprietary or confidential, although Massport will use reasonable efforts not to disclose such information to persons who are not employees of or consultants retained by Massport except as may be required by state and federal law. Use or disclosure of such information by Massport may be made without obligation or compensation and without liability of Massport of any kind whatsoever. The foregoing applies to any information, whether or not given at the invitation of Massport. Any statement which is inconsistent with the foregoing provisions of the paragraph whether made as part of, or in connection with, any information received from the Proponent or otherwise made at any time in any fashion, and whether made orally or in writing, shall be deemed null and void and of no force or effect. Massport's receipt or discussion of any information submitted in response to the RFP, including information submitted during discussions after said submittal (including ideas, drawings or other materials communicated or exhibited) does not, and will not impose any obligations whatsoever on Massport, or entitle Proponents to any compensation.

The Authority reserves the right to use any or all ideas or concepts presented in any proposal submitted in response to the RFP, whether accepted or not. Selection or rejection of the proposal shall not affect this right.

No news releases pertaining to any aspect of this project shall be made without Massport’s

written approval.

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2.4.4 Representations Made by Proposer

By submitting a proposal, a Proposer represents that:

Proposer has read and understands this RFP and Proposer's response is made in agreement and compliance with the RFP.

Except as expressly stated by Proposer, all terms and conditions set forth herein are accepted and incorporated in the proposal.

Proposer possesses the capabilities, equipment, personnel and financial wherewithal to provide efficient and successful assistance.

If selected, the RFP response may be incorporated into the final contractual agreement.

2.4.5 Insurance

The Authority will require the successful Proposer to provide, at its own cost, the insurance coverage set for the in Article 4 of Attachment S, Sample Service Agreement

[Remainder of page intentionally left blank]

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APPENDIX A: PROPOSER INFORMATION FORM

All fields must be completed Legal Name of Proposer: ______________________________________ Type of Entity: _____________________________________________ Address: _____________________________________________ _____________________________________________ _____________________________________________ Primary Contact: Name _____________________________________________ Title _____________________________________________ Phone ______________________ Fax: ________________ Email ______________________ Principal businesses in which proposer is engaged: ____________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ Proposer's Mission Statement (please attach) Number of years in business ______________________________________________ Name and Address of Affiliated Companies (if any): ____________________________ __________________________________________________________________________________________________________________________________________________________________________________________________________________ Name and Address of Parent Company (ies) (if any): ______________________________________________________________________ _______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Company Information

Federal Tax Identification Number: _______________________________________________________ Mass. Tax Identification Number: ________________________________________________________ State/Year of Incorporation or Business Formation: __________________________________________

Type of Entity Corporation Corporate Name: _____________________________________________________________________ Corporate Address: ___________________________________________________________________ ___________________________________________________________________________________ Partnership Partnership Name: ___________________________________________________________________

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Name(s) of General Partner(s): __________________________________________________________ State/Year of Partnership Formation: _____________________________________________________ Sole Proprietorship Name: _____________________________________________________________________________ Business Address: ___________________________________________________________________ State/Year of Formation of Business: _____________________________________________________ Trust Trust Name: ________________________________________________________________________ Trust Address: _______________________________________________________________________ Trustees (list name and address--use separate sheet if necessary): ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ Place of filing Declaration of Trust: _______________________________________________________ D/B/A (use separate sheet for additional listings): Name: ______________________________________________________________________________ D/B/A as: ___________________________________________________________________________ Company Address: ___________________________________________________________________ Nature of Business: ___________________________________________________________________ Number of Employees: ________________________________________________________________ City or Town Where Registered as D/B/A __________________________________________________ President/General Partner/Owner: Name: _____________________________________ Title: ________________________________ Business Address: ___________________________________________________________________ Telephone: (_____) ________________________ Email: _____________________________________ Treasurer/General Partner/Owner Name: _____________________________________________________________________________ Business Address: ___________________________________________________________________ Telephone: (_____) ________________________ Email: _____________________________________ Attorney/Clerk/General Partner/Owner: Name: _____________________________________________________________________________ Business Address: ___________________________________________________________________ Telephone: (_____) ________________________ Email: _____________________________________ Person/Resident Agent Authorized to Receive Legal Process/Notice Name: _____________________________________________________________________________ Title: _______________________________________________________________________________ Telephone: (_____) ________________________ Email: _____________________________________ Business Address:_______________________________________________________

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APPENDIX B: REFERENCE INFORMATION FORM

This form must be completed and included when submitting the proposal. The Proposer shall describe at least three (3) separate engagements performed by its firm that have concluded in the past five (5) years or are in process as of this date. For each engagement, the Proposer is expected to provide the names of at least three client references. Proposer's Name: ______________________________________ Ref. #: ____ Company Name: ____________________________________________________ Company Address: ____________________________________________________ ____________________________________________________ ____________________________________________________ Industry / Business: ____________________________________________________ Project/Website URL: ____________________________________________________ 1st Contact Name, Title & Phone: ____________________________________________________ 2nd Contact Name, Title & Phone: ____________________________________________________ 3rd Contact Name, Title & Phone: ____________________________________________________ Date Project Date Project Commenced: _________________ Completed: ________________ Brief Description of Project: _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ Relevance of Project (note how this project is similar to Massport's situation and what experience gained from this project is applicable to Massport): _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________

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APPENDIX C: TEAM RESUMES

Proposers are required to provide an organization chart identifying the personnel the Proposer plans to assign to the project and their intended roles. Please also identify the experience and skills that make them appropriate for this project and any prior teaming experience (see Section 2.2.7 Team Qualifications.) Please submit resumes for each of the individuals identified as part of the proposed Team as Appendix C Team Resumes of the proposal. Include in those resumes the specific relevant projects on which those individuals have worked or are presently working. The intent to subcontract work must be identified as part of the initial proposal; subcontractors must be clearly named, including company and the location of employees performing work.


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APPENDIX D: FINANCIAL QUALIFICATIONS

The Proposer is required to provide a copy of the Proposer’s most recent audited financial report, or provide the Authority with sufficient information as it, the Authority, deems necessary to assess the company’s financial status and the ability of the Proposer to perform the work required. Information regarding the Proposers financial status and a copy of the Proposer’s most recent audited financial report shall be included as Appendix D of the proposal.


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APPENDIX E: PRICE PROPOSAL FORMS

The Proposer shall provide a fixed price for the requirements and deliverables identified in Section 1.0 Project Scope of Services and for any additional “other” deliverables the Proposer deems necessary as identified in Section 2.2.4 Approach. The Proposer shall provide this information using the format identified in this Appendix E– Price Proposal Forms. Please note that Massport is a tax exempt organization. In addition the Proposer shall submit:

1) A rate table identifying the not to exceed price in USD for the hourly rate for each labor category associated with the project (example: Windows & VMware vSphere Server Engineer, Server & Network Security Engineer). This price list shall remain in effect for three years from the contract date.

2) A rate table in USD for the proposed Additional Engineering Services (RFP Sections 1.5) separately detailing both the Vendor’s hourly rate for each type of resource used to implement the proposed solution for the additional hours needed. This price list shall remain in effect for three years from the contract date.

3) A price list in USD for a dedicated vehicle as described in (RFP Section 1.6). This price list shall remain in effect for three years from the contract date.

4) A cost structure of how all replacement parts (RFP Section 1.4) approved by Massport will be billed for the term of the agreement. Example: Vendor’s cost plus 5%.

COMPANY NAME, ADDRESS, TEL. & E-MAIL

______________________________________

______________________________________

______________________________________

_______________________________________

Authorized Signature_______________________________

Printed Name_____________________________________

Title_____________________________________________

Year 1 Year 1 Year 2 Year 2 Year 3 Year 3

Standard

Hourly Rate

Overtime

Hourly Rate

Standard

Hourly Rate

Overtime

Hourly Rate

Standard

Hourly Rate

Overtime

Hourly Rate

Support Specialist #1 Intermediate $ $ $ $ $ $



Support Specialist #4 Senior $ $ $ $ $ $

Support Specialist #5 Senior $ $ $ $ $ $

Hardware/Technical Field Engineer #1 $ $ $ $ $ $

Hardware/Technical Field Engineer #2 $ $ $ $ $ $

AV specialist $ $ $ $ $ $

Annual Printer Services $ $ $ $ $ $

Dedicated Vehicle #1 (Section 1.8) $ $ $

Dedicated Vehicle #2 (Section 1.8) $ $ $

Help Desk Database System (Section 1.2) $ $ $

Help Desk Remote Call Answering Service (Section 1.3) $ $ $

Other (Please Describe)

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ATTACHMENT F

CERTIFICATE OF COMPLIANCE WITH LAWS

Massachusetts Employment Security Law

Pursuant to G.L. c. 151A, §19A(b), the undersigned hereby certifies* under the penalties of

perjury that the Contractor, with Division of Unemployment Assistance (D.U.A.) ID Number

___________________, has complied with all laws of the Commonwealth relating to

unemployment compensation contributions and payments in lieu of contributions.

*Compliance may be certified if the Contractor has entered into and is complying with a

repayment agreement satisfactory to the Commissioner, or if there is a pending

adjudicatory proceeding or court action contesting the amount due pursuant to G.L. c.

151A, §19A(C).

or check the following:

_______ The undersigned certifies that the Massachusetts Employment Security Law does not

apply to it because the Contractor does not have any individuals performing services for it within

the Commonwealth to the extent that it would be required to make any contributions or payments

to the Commonwealth.

Massachusetts Child Care Law

Pursuant to Chapter 521 of the Massachusetts Acts of 1990, as amended by Chapter 329 of the

Massachusetts Acts of 1991, the undersigned hereby certifies that the Contractor (check

applicable item):

1. _____ employs fewer than fifty (50) full-time employees; or

2. _____ offers either a dependent care assistance program or a cafeteria plan whose benefits

include a dependent care assistance program; or

3. _____ offers child care tuition assistance, or on-site or near-site subsidized child care

placements.

Revenue Enforcement and Protection Program

Pursuant to G.L. c. 62C, §49A, the undersigned hereby certifies under the penalties of perjury

that the Contractor's Federal Identification No. is (for corporations only) ________________,

and that to the best of his/her knowledge and belief, the Contractor has complied with all laws of

the Commonwealth relating to taxes, the reporting of employees and contractors, and

withholding and remitting of child support.

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ATTACHMENT F

CERTIFICATE OF COMPLIANCE WITH LAWS (cont’d)

In order to comply with all laws of the Commonwealth relating to taxes, the undersigned certifies

that the Contractor (check applicable item):

1. _____ has filed all tax returns and paid all taxes required by law; or

2. _____ has filed a pending application for abatement of such tax; or

3. _____ has a pending petition before the appellate tax board contesting such tax; or

4. _____ does not derive taxable income from Massachusetts Sources such that it is subject to

taxation by the Commonwealth.

Certification Regarding Companies Doing Business with or in Northern Ireland

Pursuant to G.L. c. 7, § 22C, the undersigned hereby certifies under the pains and penalties of

perjury that the Contractor is not engaged in the manufacture, distribution or sale of firearms,

munitions, including rubber or plastic bullets, tear gas, armored vehicles or military aircraft for

use or deployment in any activity in Northern Ireland, and that the Contractor (check applicable

item):

1. _____ does not employ ten or more employees in an office or other facility located in

Northern Ireland; or

2. _____ employs ten or more employees in an office or other facility located in Northern

Ireland, but such office or other facility in Northern Ireland (a) does not discriminate

in employment, compensation, or the terms, conditions and privileges of

employment on account of religious or political belief; and (b) promotes religious

tolerance within the work place, and the eradication of any manifestations of

religious and other illegal discrimination.

Signed this ____ day of ____________, 20__.

[Name of Contractor]

Authorized Signature:________________________

Print Name: _______________________________

Title:____________________________________

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APPENDIX G: SAMPLE SERVICE AGREEMENT Sample Service Agreement

As of ______________ [Name of Contractor]

[Address of Contractor]

ATTN: _____________________

Re: Service Agreement #___________

[Description of Project] [Location of Project] Dear ___________________________: The Massachusetts Port Authority (hereinafter referred to as the “Authority” or “Massport”)

hereby agrees with [Name of Contractor] (hereinafter referred to as the “Contractor”) respecting

the terms of its engagement by the Authority as further described below. ARTICLE 1 - SCOPE OF SERVICES

The Contractor shall __________________________________, as detailed in the

___________________________, which is attached hereto as Exhibit A and incorporated

herein.

ARTICLE 2 – COMPENSATION

1. For the Contractor’s proper completion of the above-described services, the Contractor shall

be paid in accordance with Exhibit A.

2. Compensation for said services under this Agreement shall not exceed

_____________________Dollars ($__________.00). 3. The Contractor shall submit invoices for services rendered to the Massachusetts Port

Authority, One Harborside Drive, Suite 200S, East Boston, MA 02128-2909, Attention: __________________. The Contractor's invoices shall be in such detail as Authority may require to show the identification of the personnel performing services, their classifications, and the detailed nature and extent of services performed. Payment shall be made within thirty (30) days after receipt of satisfactory invoices. All invoices pertaining to the services and terms listed under this Agreement are to reference Service Agreement #___________.

4. The Contractor shall keep accounts, books and records pertaining to services performed and

reimbursable expenses incurred in a true and accurate manner and on the basis of generally

accepted accounting principles and in accordance with such reasonable requirements to

facilitate review as the Authority may require. Upon seventy-two hours (72) hours’ advance

notice, the Authority or a representative on behalf of the Authority shall have the right to

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inspect, review or audit, during normal business hours, in conformity with generally

accepted auditing standards, the accounts, books, records and activities of the Contractor

necessary to determine compliance by the Contractor with the provisions and requirements

of this Agreement. The Contractor shall keep such accounts, books and records as required

to be maintained by this Agreement at a location within the metropolitan Boston area or, if

the Contractor maintains such accounts, books and records in another location outside the

metropolitan Boston area, the Contractor shall make such accounts, books and records

available at the Contractor’s Boston office or at a site acceptable to the Authority upon

reasonable notice from the Authority. The Authority shall have the right to photocopy or

otherwise duplicate at the Contractor’s expense those accounts, books and records as the

Authority determines to be necessary or convenient in connection with its review or audit

thereof. If the Contractor’s accounts, books or records have been generated from

computerized data, the Contractor shall provide the Authority or its representative with

extracts of the data files in a computer readable format on suitable computer data exchange

formats acceptable to the Authority. The Contractor shall retain and keep available to the

Authority all books and records relating to this Agreement for a period of not less than six

(6) years following the expiration of the Term of this Agreement or, in the event of litigation

or claims arising out of or relating to this Agreement, until such litigation or claims are

finally adjudicated and all appeal periods have expired.

ARTICLE 3 - TERM

This Agreement shall commence on ____________, and shall terminate on

______________ (the “Term”), provided that the Authority may extend this Agreement for

______ (__) additional one (1) year periods by notifying the Contractor no later than thirty

(30) days prior to the end of the then current Term, and provided further that if the

Authority elects to extend, the rates for each additional year shall be as referenced in

Article 2 above. However, the Authority may, by written notice, terminate this Agreement

if the Contractor shall fail to perform the services in a timely and workmanlike fashion. In

addition, the Authority may terminate this Agreement without cause by directing written

notice of termination to the Contractor not less than seventy-two (72) hours prior to the

effective date of such termination. ARTICLE 4 - INSURANCE AND INDEMNITY

1. The Contractor, at its sole cost and expense, shall maintain and keep in effect during the

term of this Agreement, the following insurance: (i) workers’ compensation insurance, as

required by law; (ii) employer’s liability insurance in an amount of not less than One

Million Dollars ($1,000,000.00); and (iii) commercial general liability insurance

(including automobile liability insurance) for bodily and personal injury and property

damage in the combined single limit of One Million Dollars ($1,000,000.00). On all

policies of liability insurance required under subsection (iii) hereof, Massport shall be

named as an additional insured. The Contractor's insurance shall be primary, over and

above any other insurance held by Massport. The Contractor shall furnish Certificates of

Insurance evidencing the insurance coverages required hereunder within ten (10) days of

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the execution date of this Agreement. Each policy of insurance required herein shall (a)

be in a form reasonably acceptable to Massport and with a company that is authorized to

do business in the Commonwealth of Massachusetts having a Best rating of B+ or better;

(b) provide that it shall not be materially altered or cancelled by the insurer during the

policy's term without first giving at least thirty (30) days prior written notice to Massport;

(c) provide that any act or omission of the Contractor or Massport shall not prejudice the

rights of Massport as a party insured under said policy; and (d) be subject to a deductible

in an amount reasonably acceptable to Massport, which amount shall be stated on the

policy or certificate of insurance.

In the defense of any claim, demand, expense or liability which is to be covered under

insurance policies obtained by the Contractor as described in this Agreement (even if such

claim, demand, expense or liability is groundless, false or fraudulent), the Contractor

agrees on its own behalf that it shall not, and the Contractor shall cause its insurers to

agree that they shall not, without obtaining express advance written permission from

Massport's Chief Legal Counsel, waive any defense involving in any way the jurisdiction

of the tribunal over the person of Massport, the immunity of Massport, its members,

officers and employees, the governmental nature of Massport or the provisions of any

statutes respecting suits against Massport.

2. The Contractor, at its sole cost and expense, shall defend, indemnify and hold harmless

Massport, and its members, officers and employees from and against any and all

liabilities, claims, demands, causes of action, losses, damages, actions, including actions

for personal injury or wrongful death, actions for property damage, and any other types of

claims asserted by third persons alleging a violation of law or for any other cause, costs,

fines, fees and expenses of any kind or nature whatsoever, including attorneys' fees and

costs of investigation and litigation, arising from or related to the Contractor’s

performance under this Agreement or the acts or operations of the Contractor, its agents,

employees, contractors or subcontractors; provided, however, that this obligation to

defend, indemnify and hold harmless shall not apply to claims which the Contractor

demonstrates were caused solely by the gross negligence or willful misconduct of

Massport. The foregoing express obligation of indemnification shall not be construed to

negate or abridge any other obligation of indemnification running to Massport which

would exist at common law, and the extent of this obligation of indemnification shall not

be limited by any provision of insurance undertaken by the Contractor. In case any action

or proceeding is brought against Massport by reason of any such claim, the Contractor,

upon notice from Massport, shall resist or defend such action or proceeding with counsel

reasonably acceptable to Massport. Massport shall give the Contractor reasonable written

notice of any claims threatened or made or suit instituted against it which could result in a

claim of indemnification hereunder. This paragraph shall survive any termination or

expiration of this Agreement.

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ARTICLE 5 - SALES TAX EXEMPTION

The exemption number assigned to the Authority as an exempt purchaser is

E046-006-429, and the Contractor shall use this number, if applicable.

ARTICLE 6 - MISCELLANEOUS TERMS & CONDITIONS

1. The performance of services required under this Agreement shall be coordinated by the

Contractor with ______________, the Authority’s ________________, or his/her

designee.

2. The Contractor shall maintain in confidence all Authority business information that

becomes available to it in connection with its services under this Agreement.

3. The Authority may, at any time by written order to the Contractor, make changes in the

service tasks within the general scope of this Agreement.

4. The Contractor shall furnish all new materials and equipment necessary to perform the

services required hereunder unless otherwise specified, and all work shall be of good

quality, free from faults and defects. The Contractor agrees that the services provided

hereunder shall conform to the highest standards of professional care and practice

exercised by contractors engaged in performing comparable services in the Greater Boston

area; that the personnel furnishing said services shall be qualified and competent to

perform adequately and completely the services assigned to them; and that the

recommendations, guidance and performance of such personnel shall reflect such

standards of professional care and practice.

5. The Contractor is engaged under this Agreement as an independent contractor, and not as an

agent or employee of the Authority.

6. During the Term of this Agreement, the Contractor shall not employ, on either a full-time

or a part-time basis, any person, so long as such person shall be employed by the

Authority.

7. The Contractor shall abide by and comply with the non-discrimination terms and other

provisions in Exhibit B, which is attached hereto and incorporated herein.

8. To the extent applicable and required under M.G.L. c. 149, §§ 26-27H, the Contractor

shall comply with the minimum wage requirements as determined by the Massachusetts

Department of Labor and Workforce Development, Division of Occupational Safety.

9. The Contractor shall furnish labor that can work in harmony with all other elements of

labor employed or to be employed on this work.

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10. No member, officer or employee of the Authority shall be charged personally or held

contractually liable by or to Contractor under any term or provisions of this Agreement, or

because of any breach thereof or because of its execution or attempted execution.

11. This Agreement, any duties hereunder or interest herein may not be assigned or delegated

by the Contractor without the prior express written consent of the Authority.

12. This Agreement shall be governed and construed under the laws of the Commonwealth of

Massachusetts without regard to its principles regarding conflicts of laws. Any dispute

arising between the parties under this Agreement may be decided by any court of

competent jurisdiction in the Commonwealth of Massachusetts.

13. The parties, by execution of this Agreement, voluntarily and intentionally waive all rights

to trial by jury as to all claims, disputes, or controversies arising out of, or relating to, this

Agreement or the performance or breach thereof. Massport has acted in reliance on this

express condition in executing this Agreement.

14. In the performance of its duties under this Agreement, the Contractor shall obtain all

necessary permits and comply with all applicable laws, rules, and regulations.

15. This Agreement and the Exhibits attached to it set forth the entire understanding between

the parties as to the subject matter hereof and supersede all prior or collateral agreements

and representations. To the extent that there is any conflict between the Agreement and

any provisions contained in any Exhibit, the Agreement shall prevail. This Agreement

may not be amended or modified, except by a writing signed by both parties; provided,

however, that the Authority may make changes in the service tasks within the general

scope of this Agreement in accordance with the provisions of Paragraph 3 of this Article

6; provided, further, that any increase in monies due under this Agreement shall require a

writing signed by both parties.

16. The Contractor shall complete the Certificate of Compliance with Laws form designated as

Exhibit C, which is attached hereto and incorporated herein.

17. The persons executing this Agreement on behalf of Massport and the Contractor,

respectively, each represents and certifies that he/she has authority and power to sign on

behalf of such party to the Agreement and to bind such party to the obligations contained

herein.

If the foregoing is satisfactory, please sign and return all three (3) copies of this Agreement to the Massachusetts Port Authority, One Harborside Drive, Suite 200S, East Boston, Massachusetts 02128-2909, Attention: Pauline Roberts, Contract Administrator. A fully executed original shall be returned for your file.

Very truly yours,

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MASSACHUSETTS PORT AUTHORITY

Michael A. Grieco Assistant Secretary-Treasurer Read and Agreed: [Name of Contractor] BY: TITLE: DATE:

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EXHIBIT A

CONTRACTOR’S QUOTE

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EXHIBIT B

In accordance with policies adopted by the Massachusetts Port Authority (“Massport”),

the Contractor further agrees with respect to its exercise of all uses, rights, privileges and

obligations granted or required herein as follows:

1. The Contractor shall not discriminate against any person, employee, or applicant for

employment because of that person’s membership in any legally protected class, including but

not limited to their race, color, gender, religion, creed, national origin, ancestry, age being

greater than forty years, sexual orientation, handicap, genetic information, or veteran status. The

Contractor shall not discriminate against any person, employee, or applicant for employment

who is a member of, or applies to perform service in, or has an obligation to perform service in, a

uniformed military service of the United States, including the National Guard, on the basis of

that membership, application, or obligation. The Contractor shall undertake affirmative action

measures designed to guarantee and effectuate equal employment opportunity for all persons.

2. Upon request by the Authority, the Contractor will provide all information and reports

pertinent to the Authority’s civil rights, non-discrimination and equal opportunity requirements

and will permit access to its facilities and any books, records, accounts or other sources of

information which may be determined by Massport to pertain to the Contractor's obligations

herein.

3. The Contractor shall comply with all federal and state laws and Massport regulations,

if any, pertaining to civil rights, non-discrimination, and equal opportunity, including executive

orders and rules and regulations of appropriate federal and state agencies unless otherwise

exempt therein.

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EXHIBIT C

CERTIFICATE OF COMPLIANCE WITH LAWS

Massachusetts Employment Security Law

Pursuant to G.L. c. 151A, §19A(b), the undersigned hereby certifies* under the penalties of

perjury that the Contractor, with Division of Unemployment Assistance (D.U.A.) ID Number

___________________, has complied with all laws of the Commonwealth relating to

unemployment compensation contributions and payments in lieu of contributions.

*Compliance may be certified if the Contractor has entered into and is complying with a

repayment agreement satisfactory to the Commissioner, or if there is a pending

adjudicatory proceeding or court action contesting the amount due pursuant to G.L. c.

151A, §19A(C).

or check the following:

_______ The undersigned certifies that the Massachusetts Employment Security Law does not

apply to it because the Contractor does not have any individuals performing services for it within

the Commonwealth to the extent that it would be required to make any contributions or payments

to the Commonwealth.

Massachusetts Child Care Law

Pursuant to Chapter 521 of the Massachusetts Acts of 1990, as amended by Chapter 329 of the

Massachusetts Acts of 1991, the undersigned hereby certifies that the Contractor (check

applicable item):

1. _____ employs fewer than fifty (50) full-time employees; or

2. _____ offers either a dependent care assistance program or a cafeteria plan whose benefits

include a dependent care assistance program; or

3. _____ offers child care tuition assistance, or on-site or near-site subsidized child care

placements.

Revenue Enforcement and Protection Program

Pursuant to G.L. c. 62C, §49A, the undersigned hereby certifies under the penalties of perjury

that the Contractor's Federal Identification No. is (for corporations only) ________________,

and that to the best of his/her knowledge and belief, the Contractor has complied with all laws of

the Commonwealth relating to taxes, the reporting of employees and contractors, and

withholding and remitting of child support.

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EXHIBIT C (cont.)

In order to comply with all laws of the Commonwealth relating to taxes, the undersigned certifies

that the Contractor (check applicable item):

1. _____ has filed all tax returns and paid all taxes required by law; or

2. _____ has filed a pending application for abatement of such tax; or

3. _____ has a pending petition before the appellate tax board contesting such tax; or

4. _____ does not derive taxable income from Massachusetts Sources such that it is subject to

taxation by the Commonwealth.

Certification Regarding Companies Doing Business with or in Northern Ireland

Pursuant to G.L. c. 7, § 22C, the undersigned hereby certifies under the pains and penalties of

perjury that the Contractor is not engaged in the manufacture, distribution or sale of firearms,

munitions, including rubber or plastic bullets, tear gas, armored vehicles or military aircraft for

use or deployment in any activity in Northern Ireland, and that the Contractor (check applicable

item):

1. _____ does not employ ten or more employees in an office or other facility located in

Northern Ireland; or

2. _____ employs ten or more employees in an office or other facility located in Northern

Ireland, but such office or other facility in Northern Ireland (a) does not discriminate

in employment, compensation, or the terms, conditions and privileges of

employment on account of religious or political belief; and (b) promotes religious

tolerance within the work place, and the eradication of any manifestations of

religious and other illegal discrimination.

Signed this ____ day of ____________, 20__.

[Name of Contractor]

Authorized Signature:________________________

Print Name: _______________________________

Title:____________________________________

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