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B22001742 WEB BASED HELP-DESK SaaS System (HDS).

General Information
Solicitation Number
B22001742
Status
Awarded
Department
Budget & Finance
Division
Employees Retirement System
Islands (where the work/delivery is to be performed)
Oahu
Category
Goods and Services
Release Date
04/06/2022
Offer Due Date & Time
04/18/2022 02:00 PM
Description
The Employees’ Retirement System (ERS) of the State of Hawaii is soliciting quotations from qualified Information Technology Service Providers to provide a Web Based Help-Desk SaaS System (HDS) to meet the requirements of its Information Systems organization. ERS is offering a three (3) year term contract, with 2 optional (1) year terms., Term is comprised of:
1. Awardee to provide ERS a customizable Web Based Help-Desk SaaS System, (HDS). , for collaborative IT service management which provides technical, business resolutions & management thereof to support up to 25 Help-Desk Technical Personnel and up to 250 users, (read-only) access but read-only users to have the capability to write their own help desk trouble tickets.
2. The HDS will interface with existing ERS systems to permit transfer, importing of information for analysis, resolution generating, storage and reporting.
3. Support: Awardee to provide and include access, service and support based upon 24 x 7 x 365 services with unlimited updates and upgrades in its firm and fixed price quote .
4. Scale: System to support up to twenty-five (25) (non-concurrent) technical systems personnel and a quantity of 250 read-only access users, (with ticket-generating capability).
5. Term: ERS is offering a 3 year contract term with (2) optional 1 year term extensions.
6. Attributes: HDS to be menu driven, intuitive, scalable, incident management, database, knowledge management and report generator resolution system that will ensure systems infrastructure availability, reliability and increase the QOS (Quality of Service) levels and reduce costs.
Compliance:
Offerors are to be duly registered to do business in the State of Hawaii via DCCA registration, (cca.hawaii.gov/resources) and to be compliant in Hawaii Compliance Express (HCE) (vendors.ehawaii.gov/hce) by the date and time of IFB electronic closing which is 04/19/2022.

Support:
Vendor support is required based upon 24 x 7 x 365 service. Due to the nature and coordination required to support this IFB the awardee is required to have a physical office in Hawaii, on the island of Oahu.
Other award condition:
A. The State may reject any or all bids and waive any defects if it is determined the rejection or waiver is in the best interest of the State.
B. The State may hold all bids up to sixty (60) calendar days from the date bid was closed. Unless otherwise required by law, bids may not be withdrawn without penalty.
C. The award of the contract is conditioned upon funds made available for the project (or projects if applicable).
D. Any agreement or contract is subject to approval by the Department of the Attorney General, and the approval of the Governor, as may be required by statute, regulation, rule, order, or other directive.
Contact Person
MELENDREZ, STEVEN
Email
steven.melendrez@hawaii.gov
Phone
808-586-1776
General Comments
The Employees’ Retirement System (ERS) of the State of Hawaii is soliciting quotations from qualified Information Technology Service Providers to provide a Web Based Help-Desk SaaS System (HDS) to meet the requirements of its Information Systems organization. ERS is offering a three (3) year term contract, with 2 optional (1) year terms., Term is comprised of:
1. Awardee to provide ERS a customizable Web Based Help-Desk SaaS System, (HDS). , for collaborative IT service management which provides technical, business resolutions & management thereof to support up to 25 Help-Desk Technical Personnel and up to 250 users, (read-only) access but read-only users to have the capability to write their own help desk trouble tickets.
2. The HDS will interface with existing ERS systems to permit transfer, importing of information for analysis, resolution generating, storage and reporting.
3. Support: Awardee to provide and include access, service and support based upon 24 x 7 x 365 services with unlimited updates and upgrades in its firm and fixed price quote .
4. Scale: System to support up to twenty-five (25) (non-concurrent) technical systems personnel and a quantity of 250 read-only access users, (with ticket-generating capability).
5. Term: ERS is offering a 3 year contract term with (2) optional 1 year term extensions.
6. Attributes: HDS to be menu driven, intuitive, scalable, incident management, database, knowledge management and report generator resolution system that will ensure systems infrastructure availability, reliability and increase the QOS (Quality of Service) levels and reduce costs.
Compliance:
Offerors are to be duly registered to do business in the State of Hawaii via DCCA registration, (cca.hawaii.gov/resources) and to be compliant in Hawaii Compliance Express (HCE) (vendors.ehawaii.gov/hce) by the date and time of IFB electronic closing which is 04/19/2022.

Support:
Vendor support is required based upon 24 x 7 x 365 service. Due to the nature and coordination required to support this IFB the awardee is required to have a physical office in Hawaii, on the island of Oahu.
Other award condition:
A. The State may reject any or all bids and waive any defects if it is determined the rejection or waiver is in the best interest of the State.
B. The State may hold all bids up to sixty (60) calendar days from the date bid was closed. Unless otherwise required by law, bids may not be withdrawn without penalty.
C. The award of the contract is conditioned upon funds made available for the project (or projects if applicable).
D. Any agreement or contract is subject to approval by the Department of the Attorney General, and the approval of the Governor, as may be required by statute, regulation, rule, order, or other directive.
Procurement Officer
Mr. Thomas Williams, Executive Director & Procurement Officer
Attachments
March 11 2022.SPO Vendor Price List-17-18 Cloud Sol Chg No.-37.pdf
ERS Vendor Confidentiality_Agreement.pdf
ERS HIePRO IFB 22001742 _VENDOR COMPLIANCE CHECKLIST FIN.xlsx
CONTRACT EXAMPLE COMPETITIVE SEALED BIDDING FIN.pdf
SPEC IFB B22001742 WEB BASED HDS fin.pdf
IFB HDS TROUBLE TICKET FORMAT.pdf
103D-1 General Conditions.pdf

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Direct all questions regarding this Solicitation, and any questions or Issues relating to the accessibility of this Solicitation (Including the appendices and exhibits to this Document, and any other document related to this Solicitation), to: MELENDREZ, STEVEN.

B22001742 WEB BASED HELP-DESK SaaS System (HDS).

Line Items
#
Title
Quantity
Unit of Measure
Commodity Code
 

1
WEB BASED HELP-DESK SaaS System (HDS).
1
JOB
541511 

Code Table
Commodity Code Description
541511 Computer software support services, custom
General
Quantity
1
Unit of Measure
JOB
Title
WEB BASED HELP-DESK SaaS System (HDS).
Description
The Employees’ Retirement System (ERS) of the State of Hawaii is soliciting quotations from qualified Information Technology Service Providers to provide a Web Based Help-Desk SaaS System (HDS) to meet the requirements of its Information Systems organization. ERS is offering a three (3) year term contract, with 2 optional (1) year terms., Term is comprised of:
1. Awardee to provide ERS a customizable Web Based Help-Desk SaaS System, (HDS). , for collaborative IT service management which provides technical, business resolutions & management thereof to support up to 25 Help-Desk Technical Personnel and up to 250 users, (read-only) access but read-only users to have the capability to write their own help desk trouble tickets.
2. The HDS will interface with existing ERS systems to permit transfer, importing of information for analysis, resolution generating, storage and reporting.
3. Support: Awardee to provide and include access, service and support based upon 24 x 7 x 365 services with unlimited updates and upgrades in its firm and fixed price quote .
4. Scale: System to support up to twenty-five (25) (non-concurrent) technical systems personnel and a quantity of 250 read-only access users, (with ticket-generating capability).
5. Term: ERS is offering a 3 year contract term with (2) optional 1 year term extensions.
6. Attributes: HDS to be menu driven, intuitive, scalable, incident management, database, knowledge management and report generator resolution system that will ensure systems infrastructure availability, reliability and increase the QOS (Quality of Service) levels and reduce costs.
Compliance:
Offerors are to be duly registered to do business in the State of Hawaii via DCCA registration, (cca.hawaii.gov/resources) and to be compliant in Hawaii Compliance Express (HCE) (vendors.ehawaii.gov/hce) by the date and time of IFB electronic closing which is 04/19/2022.

Support:
Vendor support is required based upon 24 x 7 x 365 service. Due to the nature and coordination required to support this IFB the awardee is required to have a physical office in Hawaii, on the island of Oahu.
Other award condition:
A. The State may reject any or all bids and waive any defects if it is determined the rejection or waiver is in the best interest of the State.
B. The State may hold all bids up to sixty (60) calendar days from the date bid was closed. Unless otherwise required by law, bids may not be withdrawn without penalty.
C. The award of the contract is conditioned upon funds made available for the project (or projects if applicable).
D. Any agreement or contract is subject to approval by the Department of the Attorney General, and the approval of the Governor, as may be required by statute, regulation, rule, order, or other directive.
Attachments

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Direct all questions regarding this Solicitation, and any questions or Issues relating to the accessibility of this Solicitation (Including the appendices and exhibits to this Document, and any other document related to this Solicitation), to: MELENDREZ, STEVEN.

B22001742 WEB BASED HELP-DESK SaaS System (HDS).

Instructions
  • RESPONSE TO THIS SOLICITATION: Only responses submitted through HIePRO shall be considered for award.
  • QUESTIONS ABOUT THIS SOLICITATION: Unless otherwise indicated, questions regarding this solicitation must be directed to the Buyer listed.
  • TRANSACTION FEES: The awarded vendor shall pay a transaction fee of 0.75% (.0075) of the award, not to exceed $5,000 for each award. This transaction fee shall be based on the original award amount and the awarded vendor shall be responsible for payment of the fee to NIC Hawaii, the vendor administering the HIePRO. Payment must be made to NIC Hawaii within thirty (30) days of receipt of invoice. The invoice is generated based on the date the award is posted.
  • OFFER DEEMED FIRM/AUTHORITY TO SUBMIT OFFER: Submission of an electronic response to the State of Hawaii constitutes and shall be deemed an offer to sell the specified goods and/or services to the State of Hawaii at the price shown in the response and under the State's Terms and Conditions. The electronic response submitter certifies that he/she is authorized to sign the response for the submitting vendor and that the response is made without connection with any person, firm, or corporation making a response for the same goods and/or services and is in all respects fair and without collusion or fraud.
  • HAWAII GENERAL EXCISE TAX (GET): Unless otherwise stated in this solicitation, vendors shall include all applicable taxes in the price submitted. The Hawaii General Excise Tax (GET) shall not exceed 4.712% for the islands of Oahu, Kauai and Hawaii, and 4.1666% for the island of Maui.
  • ADDITIONAL FEES AND CHARGES: Vendors shall include all applicable fees, charges, surcharges, shipping/handling, delivery, or any other charges associated with this solicitation in the price submitted.
  • COMPLIANCE AND DOCUMENTATION: Vendors are required to be compliant with all appropriate state and federal statutes. Proof of compliance is required through HCE or via paper documentation.
  • VENDOR REGISTRATION IN HAWAII COMPLIANCE EXPRESS (HCE) : Vendors can register at https://vendors.ehawaii.gov/hce via an annual subscription fee and should subscribe prior to responding to a solicitation. For more information visit the HCE Section of the FAQs at http://spo.hawaii.gov/faqs/#tabs-4.
  • VENDOR COMPLIANCE – PAPER DOCUMENTS : Vendors not utilizing HCE shall provide paper certificates that must be valid at the time of award. All applications for applicable clearances are the responsibility of the vendor, who must be compliant pursuant to HRS§103D-310(c) with the chapters 1) Chapter 237, General Excise Tax Laws; 2) Chapter 382, Hawaii Employment Security Law; 3)Chapter 386, Worker’s Compensation Law; 4) Chapter 392, Temporary Disability Insurance; 5)Chapter 393, Prepaid Health Care Act; and 6) §103D-310(c), Certificate of Good Standing (COGS) for entities doing business in the State. Upon receipt of compliance paper documents (A-6, LIR#27, COGS), the purchasing agency reserves the right to verify their validity with the respective issuing agency.
  • VENDOR NON-COMPLIANCE : NON-COMPLIANCE may result in a vendor not receiving an award, delay of payment, or cancellation of award. If the vendor does not maintain timely compliance, which is the vendor’s responsibility, an offer otherwise deemed responsive and responsible may not be awarded. State agencies may check for compliance at any time.