SHI International Corp
P. 1
SHI International Corp.
Response to
City of La Quinta
REQUEST FOR PROPOSAL
IT Support Services
Presented by: Ashley Kim
Inside Account Executive
732-564-8541
Ashley_Kim@shi.com
March 21, 2019
P. 2
March 21, 2019
Mike Rodriguez
Management Analyst
City of La Quinta
Mrodriguez@laquinta.gov
Dear Mike Rodriguez,
Thank you for your interest in SHI and for the opportunity to participate in City of La Quinta’s Request
for Proposal for IT Support Services. SHI values your business and we are committed to continuing the
level of service and support that City of La Quinta has come to know and expect from SHI.
SHI provides the highest level of customer support and service to all of our customers. Under our Quality
Management System, City of La Quinta is assured that our solution delivers the services that you need
when you need them. We have a wide array of solutions to offer City of La Quinta and we look forward
to building a managed program that integrates your organizational requirements.
SHI has a proven record of success with customers of similar size and nature to City of La Quinta.
Leveraging our broad range of authorizations and manufacturer relationships, SHI is uniquely qualified
to support all requirements contained in this RFP and offer a “one stop shop” for your IT Procurement.
Our proposal provides a streamlined and efficient managed program which we expect will help City of La
Quinta to realize efficiencies and ultimately cost savings.
All information and pricing provided in the proposal is valid for 90 days.
Any individual who will perform work for the City of La Quinta is free of any conflict of interest.
I appreciate the opportunity to participate in this evaluation. If you require additional information,
please contact me at 732-564-8541 or Ashley_Kim@shi.com. Thank you in advance for your
consideration and I look forward to hearing from you.
Sincerely,
Natalie Castagno Ashley Kim
Director of Response Team Inside Account Executive
SHI International Corp. SHI International Corp.
(Authorized to bind SHI) (Main SHI POC)
290 Davidson Avenue 290 Davidson Avenue
Somerset, NJ 08873 Somerset, NJ 08873
(Main office and Supporting office for La Quinta)
P. 3
Table of Contents
B. Background on the Firm and its Experience............................................................................................. 4
C. References ............................................................................................................................................. 11
D. Disclosure of Contract Failures .............................................................................................................. 11
E. W arranty/Guarantee of Work Product .................................................................................................... 12
F. List of Complimentary Services .............................................................................................................. 12
G. Subcontracting ....................................................................................................................................... 15
H. Insurance Coverage Statement & Indemnification ................................................................................. 15
I. Non-Collusion Affidavit ............................................................................................................................ 17
Attachment 1 – Experience and Approach ................................................................................................. 18
Attachment 2 – Price Structure ................................................................................................................... 22
Attachment 3 - References ......................................................................................................................... 23
Attachment 4 – Agreement for Contract Services ...................................................................................... 24
Attachment 5 – Non-Collusion Affidavit ...................................................................................................... 25
Appendix A – Staffing Experience .............................................................................................................. 26
P. 4
B. Background on the Firm and its Experience
Background on the firm and its experience, which shall include:
1) Number of years in business;
29 years
2) Taxpayer identification number;
22-3009648
3) Number of years working with government agencies;
SHI has been working with government agencies for 20+ years. Our first state-wide contract was
awarded in 1994; since then we have continued to build and focus on the specific needs of public sector
customers. SHI is proud that we currently hold IT contracts across all 50 states.
Through these contracts, we build connections that dive deeply into infrastructure, procurement, and
regulation obstacles our clients face. In 2017 SHI Public Sector sales revenue was $1.85B. SHIs growth
stems from two key factors:
• Our commitment to the public sector with over 90 dedicated Public Sector sales representatives
based within their State or region.
• Our commitment to understanding how your IT suppliers must meet not only the needs of the
State Contract Procurement Office but also the needs of each individual state agency, local
government entity, and academic institution.
To better serve the needs of our customers, SHI has forged longstanding alliances with our top
manufacturers and their management and support teams. Our partnerships allow us to identify and
understand the unique requirements stemming from industry forces affecting our customers. We offer
vertical solutions ranging from Digital Learning for K-12 schools to Public Safety for state and local
government. In a market where technology is rapidly changing, we bring further value by offering the
ability to add partners and solutions as they emerge, and our agnostic approach helps ensure the
solution meets your needs. Our sales and support teams also attend seminars, trainings, and customer
facing events in support of new technology solutions and customer goals.
4) Resumes of the project manager and key personnel who will be
responsible for performance of any contract resulting from this RFP;
Please see resumes attached below.
P. 5
IT Technician Resume
P. 6
Network Engineer Resume
P. 7
P. 8
5) Firm ownership and, if incorporated, the state in which the firm is
incorporated and the date of incorporation; and
Privately owned
Incorporated in New Jersey
11-28-1989
6) If the firm is a subsidiary of a parent company, identify the parent
company.
N/A
P. 9
Project Manager
Due to current PM availabilities and schedules, the Project Manager will be assigned upon contract
award. The profile below exemplifies the qualifications of all SHI Project Managers.
P. 10
Inside Account Executive Bio
SHI – Inside Account Executive (Aug 2018 – Current)
• Prospecting into existing and new customers to build relationships
• Provide consultation to customers regarding their IT solutions needs
• Process orders and quote for both new and existing customers
P. 11
C. References
References of California government agencies for similar services within the
last three (3) years, which shall include:
1) Client name, client project manager, telephone number and e-mail
address;
2) Project description;
3) Project start date, and end date;
4) Staff assigned to each project by your firm; and
5) Discussion of final outcome.
SHI is unable to provide a list of every business for which we perform these services due to the
restrictions of confidentiality agreements in place with our customers.
D. Disclosure of Contract Failures
Disclosure of any alleged significant prior or ongoing contract failures, any civil
or criminal litigation or investigation pending, which involves the firm or in
which the firm has been judged guilty or liable within the last five years. If there
is nothing to disclose, the firm must state as such in writing.
Currently SHI is not involved in any lawsuits with our customers, partners or suppliers.
SHI has had no contract failures.
P. 12
E. Warranty/Guarantee of Work Product
Description of the firm’s warranty/guarantee of work product.
SHI passes through the warranty terms from the manufacturer. These terms, remedies, and response
times will vary by manufacturer and product. SHI will process a return and replacement if allowed by
the manufacturer’s warranty and return policies. Additional product warranty is available upon request.
F. List of Complimentary Services
List complementary services, for example, Managed Services, offered by the
firm along with corresponding prices.
Value Added Services included in SHI product markup
Dedicated Account Team
Lead Account Executives
Regional Account Teams located in:
o North America
o United Kingdom
o Hong Kong
Inside Sales Support Teams based in NJ and UK
Technical Support
Customer Innovation Center
o TestDev and QA Sandbox
o Proof of Concepts
Field Solution Engineers
o Solution Architecting
Technical Evaluations
Trending
Technology Roadmaps
P. 13
Technology Assessments
Implementation Planning
OEM/Publisher Support
Vendor Consolidation
Program Expertise
Product Expertise
Licensing Expertise
Contractual Expertise
Price Modeling
Price Value
Transparent Pricing Model
Financing & Leasing Options
NET 30 Terms
NMSDC & WBENC Diversity Certification
Logistics Management
e-commerce/P2P portal Integration
Operations Management
o SLA Reporting
Ongoing Support
Renewals Management Service
BI Reporting
o Consumption Reporting
o Trend Reporting
o License Consolidation Reporting Microsoft
o Adobe
Communications and Engagement
o Business Reviews
o Funded SHI Summits
o Webinars
o Newsletters
o Briefings
Fee-Based Services
ITAM Services
• Baseline Compliance and Optimization
• Deployment Positions
• Entitlement Positions
• Hardware Inventory Discovery
• Managed Services (Continuous Compliance and Optimization)
P. 14
• Audit Defense
• IT Asset Management Workshops
• ITAM Consulting
Procurement Services
Procurement as a Service Offering (Paas)
o Contract Baseline
o Contract Optimization
o Contract Review/EULA Review
o Acquisition/Divestiture Support
o RFx Support and Price Negotiation
o Audit Preparation
Cloud Services
SHI has engineers and partners credentialed in top cloud platforms such as AWS, GCP and Azure, and
also in compatible products such as Box, CommVault, One Login, Veeam, Symantec, VMWare, Cisco and
others, that gives the customer a one stop shop.
Solutions Services
On site Installations and Deployment
Asset Disposal
Warranty Services
Staff Augmentation
Break-Fix Support
Secure Data Removal and Destruction
Network and Data Center Support
All Services requiring a SOW
Integration Services
Inventory Management/Warehousing
Asset Tagging
Configuration & Imaging
Kitting and Packaging
Server Rack and Stack
Laser Etching
Project Coordination
Available for Amazon Web Services (AWS), Google Cloud Platform (GCP) & Microsoft CSP
(Azure & O365)
o Assessments
o Cloud Optimization
o Cloud Migration Preparation
o Cloud Adoption Services
o Simplified Billing (Typically offered at the Direct Price from Cloud Provider)
P. 15
G. Subcontracting
Subcontracting any portion(s) of the Scope of Services is not preferable;
however, if a firm can demonstrate to the City’s satisfaction that it is in the best
interest of the project to permit a portion of the service(s) to be subcontracted,
it may be considered. Provide details on the role of any subcontractor that will
be used.
SHI uses a network of Elite Partners to deliver our staffing solution. These partners have been vetted
specifically to provide the services required for staffing augmentation services. While SHI is continually
evaluating and updating our partner list, some of these partners have been used by SHI for as much as
15 years. As a part of SHI’s continuing commitment to our partner alliances, quarterly business reviews
are held with our most strategic partners to ensure performance is up to the high standards of SHI.
While these reviews are key to the overall relationship maintenance, SHI reports, in real time, any issues
that may affect customer satisfaction on a specific project. In order to maintain Elite Partner status, our
partners must be responsive to SHI and its customer’s needs and satisfaction. SHI is continually striving
to improve our relationships with our current Elite Partner set as well build relationships with new
partners who may be a good fit for the Elite Partner program.
H. Insurance Coverage Statement & Indemnification
A statement that, if selected, the firm will provide the minimum insurance
coverage and indemnification noted in Sections 5.0 and 6.0 of the City’s
Professional Services Agreement. (Attachment 4)
*Exhibit E – Insurance Requirements
SHI will provide the minimum insurance coverage.
Please see SHI Insurance Certificate attached.
For Indemnification, please see SHI comments to Attachment 4 below.
P. 16
P. 17
I. Non-Collusion Affidavit
NON-COLLUSION AFFIDAVIT executed by an official authorized to bind the firm.
(Attachment 5)
P. 18
Attachment 1 – Experience and Approach
1. How many technical employees does your firm employ?
400+
2. Does your firm have technical employees that are local to the
Coachella Valley? Yes or No
Yes
3. Does your company have a partnership with any major IT
companies? i.e.., Cisco, Microsoft, Google
Yes or No
Yes, SHI partners with all the major OEM’s and publishers.
4. What industry certifications do your employees hold?
Please see Technical Certifications attached.
Technical Certifications - SHI.x
5. Do you currently recommend that customers use any particular
software that allows users to create a service ticket? Yes or No
If Yes, what software, and is there a cost to the City?
No
6. Do you currently recommend that customers use any software to
track network and workstation performance/status? Yes or No
If Yes, what software, and is there a cost to the City?
No
7. Do you currently recommend that customers use any software to track
hardware and software inventory (including serial and licenses
numbers)? Yes or No
If Yes, what software, and is there a cost to the City?
No
8. Do you have Staff that specializes in special data base programs?
Yes or No
Yes
9. Is your staff able to troubleshoot problems related to Microsoft SQL
Server, versions 2000, 2008,2012, 2016? Yes or No
Yes
P. 19
10. Is your staff able to do administration tasks on VMware vSphere
5.5? Yes or No
Yes
11. Is your staff able to do administration tasks on Cisco Meraki
switches? Yes or No
Yes
12. Is your staff proficient with MX-100 firewalls? & AASA firewalls
If so, what administration tasks have been performed on the
appliances?
Yes
13. Is your staff able to troubleshoot problems with iPhones/iPads? Yes or No
Yes
14. Is your staff able to troubleshoot problems with copiers and
scanners? Yes or No
Yes
15. Is your staff able to troubleshoot email issues with Microsoft 365? Yes or
No
Yes
16. Is your staff able to perform administration/configuration tasks with a Mitel
on-premise VoIP system? Yes or No
If yes, what tasks has your staff performed?
No
17. Is your staff able to troubleshoot problems related to an electronic
Geographic Information System (the City uses ESRI ArcServer and
Desktop)? Yes or No
If yes, please give some examples of how you assisted clients with identifying and
resolving the problems.
No
18. Is your staff familiar with Nimble Storage products and able to perform
configuration tasks and troubleshoot performance issues with SAN
devices? Yes or No
Yes
P. 20
19. Does your firm have application developers on staff?
Yes
20. How many application developers/programmers does your firm
employ?
Please see Appendix A – Staffing Experience attached.
21. Please list programming languages your staff is proficient with and years
of experience developing applications in those languages?
Please see Appendix A – Staffing Experience attached.
22. Please describe any custom application(s) your firm has developed that
has solved a business problem by streamlining processes.
If so, please describe what the problem was and how your application solved the
issue and include the cost/time of the project.
Please see Appendix A – Staffing Experience attached.
23. The City is looking to move our IT infrastructure and services to the next level
using innovative and forward-thinking technology and solutions to accomplish
this. Please describe either a custom application your firm developed or
solution your firm implemented that provided a service in a unique way.
Please see Appendix A – Staffing Experience attached.
24. How many municipalities has your firm developed applications/solutions for?
Please list the application developed and, if possible, a link to the application.
Also, please include references for these projects.
Please see Appendix A – Staffing Experience attached.
25. Does your firm develop applications for mobile devices? If so, what language
do you use to develop these Apps? Please list references of recent/current
projects.
Please see Appendix A – Staffing Experience attached.
26. How many years of experience does your firm have in Mac OS App
development? Please list application(s) developed and references for project.
10+ years
27. What are the pros and cons of using open source code as opposed to creating
the code completely in-house?
Please see Appendix A – Staffing Experience attached.
28. Do you test your code for security vulnerabilities? If so, do you use a third-
party vendor to test the code? Please list references.
Please see Appendix A – Staffing Experience attached.
P. 21
29. What is your firm’s outlook and history with implementing new and or
alternative systems?
Please see Appendix A – Staffing Experience attached.
30. What type of cyber security & fraud detections training can your firm provide
for internal staff?
Please see Appendix A – Staffing Experience attached.
31. Does your firm maintain any active maintenance contracts on any of the
systems listed on Pg. 10?
Yes
32. Use this opportunity to showcase any project your firm is particularly proud of
that used technology to solve an issue and/or was able to save the company
money. We are most interested in municipal projects, but would like to hear if
your firm helped a private company solve an issue in a unique and innovative
way. Please describe project and provide references.
Please see Appendix A – Staffing Experience attached.
P. 22
Attachment 2 – Price Structure
1. Hourly Rate:
Network Engineer: $96.60/hr
IT Technician: $47.15/hr
Project Manager: : $125/hr
Sr. Project Manager: $175/hr
2. Hours/Days when Normal Service is Available:
3. Travel/Trip Charges (if any):
4. Any Minimums that Apply:
5. Rate(s) for After Hours Work:
6. Rate(s) on Weekends:
7. Rate(s) on Holidays:
8. Any Alternate Pricing Structures (such as block of hours):
Submitted By:
Signature:
Printed/Typed Name: Marc Poole
Title: Sr. Lead RFP Specialist
Date: 3-12-2019
P. 23
Attachment 3 - References
Please provide three references from within the past three years of similar work/scope; a
phone number or email address is required. References submitted without one of these
will not be accepted.
SHI is unable to provide a list of every business for which we perform these services due to the
restrictions of confidentiality agreements in place with our customers.
[Organization]
[Contact Name]
[Phone or Email]
[Longevity with Reference]
P. 24
Attachment 4 – Agreement for Contract Services
SHI reserves the right to negotiate the terms and conditions of the final contract.
P. 25
Attachment 5 – Non-Collusion Affidavit
P. 26
Appendix A – Staffing Experience
SHI On-Site Staffing Services is the perfect resource to engage when you need additional support for
new deployments or major upgrade projects. SHI offers a staff augmentation service like no other. At
SHI we carry a bench of consultants which cover various technologies from SharePoint, VMware, Linux,
Exchange, Cisco, Symantec, technical writers, project managers and so much more. Our ability to
personally screen our candidates allows us to not only find the best technologists but also those that will
fit into the culture of your company and work best with you and for you.
We also use a “Network of Partners”, with over 200 technology recruiters, to find the very best local
talent wherever you need them. This allows you to focus on your core business, not get consumed with
working with multiple vendors and using your valuable time for pre-screening.
Whether your needs are to fill a personnel gap for 1 week, 1 month, 1 year or longer our recruiters, and
the SHI “Network of Partners”, have the ability to present the right candidate within 24-48 hours.
SHI will staff for IT project-based engagements of various durations
Whether your staffing requirements are project-based or contingency-driven, short-term or long-term,
requiring a single consultant or a full team of technology professionals, we can provide a
comprehensive, outsourced solution.
With an SHI staffing solution, you will be able to put the talents of existing staff to better use while
reducing the need to hire costly, new, full-time employees. In addition, you will benefit from our staff to
provide:
• Technology Moves and Refreshes
• Technology Migration (VoIP, Exchange)
• SharePoint and VMware Implementation
• Active Directory Deployments and Rollouts
SHI can provide staffing resources with nearly every IT skill set
Chances are we have the qualified professionals with the specific skills you require who are ready to
start work on your site at a moment’s notice. SHI’s on-site professionals can stay on the job as long as
you need them and we can deploy additional resources to your site as your requirements change or
grow over time.
• HelpDesk (functional and operational)
• Deskside Support
• DBAs and Unix Administrators
• Application Development, including .NET, SharePoint, Web, Database, etc.
• Security administration and monitoring
• Data warehousing
• Quality Assurance (QA)
• Technical writing
• ERP solutions
P. 27
Choose from a full range of infrastructure and other IT services
SHI has the broad experience and in-depth expertise you need in an infrastructure partner. We are a
client driven company with a proven track record of success in creating customized solutions based on
our clients’ priorities, processes and business goals. We can not only function as your global
procurement provider, but we also have the technical resources to help you fill in staffing gaps and
prepare for the largest projects and long-term challenges facing your organization.
Our on-site infrastructure services capabilities include, but are not limited to:
• Network management and engineering
• Wide Area Network (WAN)
• Storage Area Network (SAN)
• Disaster recovery
• Server support
• Operating system support (PC and server)
• Mail and messaging administration
• Operating system support (PC and server)
• Mail and messaging administration