TOWN OF CONCORD

CONCORD MUNICIPAL LIGHT PLANT

CONCORD, MASSACHUSETTS

Broadband Help Desk Support Services

Request for Proposals #457

REQUEST FOR PROPOSALS

The Town of Concord, acting through the Municipal Light Plant (“CMLP”) hereby issues this Request for Proposals (“RFP”) to solicit and evaluate competing offers for broadband help desk support services. These services will include a 7x24 help desk support function which will include - tier 1 and tier 2 technical support, trouble ticket generation and management and service outage escalation. The selected provider will augment and integrate support services with CMLP and Information Technology (IT) Department staff.

This RFP will be available July 21, 2022, and sealed proposals will be received until 2:00 PM local time on August 19, 2022, at the Light Plant Office, 1175 Elm Street, PO Box 1029, Concord, Massachusetts 01742-1029. Proposals will be opened in the presence of two (2) or more witnesses at the time stated. Proposals received after the time of announced opening will not be accepted. Please note that overnight delivery services should use the street address; deliveries by the US Postal Service must use the post office box to ensure delivery.

A Teleconference will be held on July 29, 2022, to provide background on the project and to answer any general questions. All responding vendors are encouraged to participate. Teleconference instructions will be provided to all vendors who have emailed their intent to respond to .

The Request for Proposals can be obtained at the Light Plant office or by contacting Jason Bulger, Chief Information Officer. He can be contacted by mail at the Concord Municipal Light Plant, PO Box 1029, Concord, MA 01742-1029, by phone at 978-318-3101 or by email at .

Proposals must be submitted in a sealed outer package addressed to Town of Concord ATTN: Jason Bulger, Chief Information Officer, Concord Municipal Light Plant Operations Center, 1175 Elm Street, PO Box 1029, Concord, MA 01742-1029.

All proposals must be sealed and clearly marked on the outside CMLP Request for Proposals #457 Broadband Help Desk Support Services in the lower left hand front corner of the proponent envelope.

The proponent’s proposal shall include a “Non-Price Proposal” and a “Price Proposal.” The Non-Price Proposal shall be placed in a separate sealed envelope within the outer package marked with the proponent’s company name, and plainly marked in the lower left-hand corner: “Broadband Help Desk Support Services.”

The Price Proposal shall be placed in a separate sealed envelope within the outer package marked with the proponent’s company name and “Broadband Help Desk Support Services - Hold for Post Evaluation.”

The Town of Concord reserves the right to waive irregularities or informalities and to reject any and all proposals as may be deemed to be in the best interest of the Light Plant.

DAVID G. WOOD

LIGHT PLANT DIRECTOR