Proposal Assignment and Business Presentation

Due: April 1 and 8, 2020

You are a third-party help desk support service provider and you provide outsourced services to large companies that do not have in-house help desk support.

Read the scenario and work with your group to develop a proposal responding to this prospective clients needs.

What you will be submitting:

Proposal: due April 1, 2020 (Word document submitted through ampEducator)

Business Presentation: due April 8, 2020 (PowerPoint submitted through ampEducator)

Scenario:

British Columbia Island Health (BCIH) is inviting prospective third-party help desk support service providers (Providers) to submit proposals related to providing IT Helpdesk Support Services (Services) on an as-and-when-required basis to support BCIH staff and offices as further described under the Scope of Work section.

Overview of BCIH

BCIH provides health care services through a network of hospitals, clinics and long-term care locations. BCIH has over 30 offices all over Vancouver Island and one fourth of its offices provide 24 hour service. It serves more than 600,000 people on Vancouver Island. BCIHs clinical IT network is designed and operated to support patient care activities.

Scope of Work:

The Provider will provide Services that meet or exceed the requirements of BCIH, to support various staff (Users).

The Providers will provide BCIH and its Users with a range of Services which should be flexible, as BCIH operates in various environments, as follows:

o Answering incoming requests from Users;

o Collecting incoming Users help requests;

o Classifying incidents and providing initial support;

o Detecting and identifying incident;

o Providing investigation and diagnosis;

o Providing resolution and recovery;

o Providing, integrating and maintaining a knowledgebase;

o Providing periodic reporting on call queue and support requests; and

o Providing support for desk functions; PC or other computing device deployment, administration and support; printer maintenance; technical support of moves, adds and changes; application troubleshooting and support of office productivity tools such as Microsoft Word, PowerPoint, Excel, Adobe Acrobat and other common applications.

BCIH may have various requirements and needs, the Provider and BCIH shall agree upon the most suitable operation details (e.g. specific hour coverage) when executing a contract.

Minimum Service Requirement

The Provider should have the ability to allocate required and sufficient number of Help Desk Support Analysts who have a high enough level of expertise to meet and accommodate the needs of BCIH. Analysts are expected to provide their own transportation between sites during support activities.

The Provider should:

Ensure Analysts are available to work based on business requirements in a 24/7 support cycle, the Analysts may be expected to work in an after-hours and on a rotation schedule; and

Ensure Services are available on an as and when required basis for public/government statutory holidays.

The Provider and its Project Managers and Analysts are expected to have experience in supporting common systems such as Oracle, SAP, Ellucian Banner, PeopleSoft, Learning Management Systems such as Blackboard or D2L, various end User operating system issues, mobile technologies, Microsoft Office/Office 365, Windows, Mac OS, Google Docs, and commonly used end user computing products.

Evaluation of Proposals

The intent in requesting proposals is to allow for a competitive process while maintaining an acceptable level of quality, expertise and staff availability for these critical IT service functions within BCIH.

Response Components

1. Executive Summary (summary of the proposal and how you meet the requirements)

2. Providers Overview & Experience (company description and experience)

3. Service Offering (services you provide and how you can complete the scope of work)

4. Providers Project Manager and Analysts Experience (resume of Providers staff)

5. Other Services (other services that your company offers that may be helpful to BCIH)

Reference

Note: Scope of Work is copied from a real Request for Proposal found in the following link (OECM #2015-242).

Proposal Example: https://templates.proposify.com/proposal-template/it-consulting-services/390331

Sources: Add a Reference List on the last page of your proposal (for example if your group is using sources and photos taken from the internet). Please cite your sources using APA formatting.