The Lincolnwood Public Library District is seeking proposals from qualified firms to provide Information Technology (IT) services for the contractual year beginning on May 1, 2024 and ending on April 30, 2025. The Library has operated under a managed IT model through various firms over the years. With changes in library staffing, the Library seeks a co-managed IT model from a qualified managed service provider (MSP) in order to be flexible and nimble in our use of technology to serve our community.
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Questions and answersIf any vendor asks the Library questions about this RFP, those questions (anonymized) and their answers will be posted below:
Question: Can firms come for on-site visits/tours?
Initial answer
Anyone is welcome to see the publicly accessible technology that the library offers. No one other than existing vendors is allowed to see back-of-the-house systems that are behind closed doors. No one is allowed to inspect our point of sale system. Anyone is welcome to come any hours the library is open.
Answer addendum
We have reconsidered the above answer in consultation with our lawyer and are excited to announce that we will be hosting two open houses for any interested vendors to see our facility! They will be led by our Deputy Director.
IT RFP On-site Open House 1 - Saturday, February 17th, 2024, 10:30am-1:30pm Lincolnwood Library 4000 W. Pratt Ave, Lincolnwood, IL 60712
IT RFP On-site Open House 2 - Monday, February 19th, 2024, 3:30pm-5:30pm Lincolnwood Library 4000 W. Pratt Ave, Lincolnwood, IL 60712
Question: Who prepared the RFP document?
Answer
Library staff put together the request for proposals document with advice from the Library’s attorney. The Library did not consult any IT vendors.
Question: What kind of organization is the Lincolnwood Library?
Answer
The Lincolnwood Public Library District is an independent organization under the Illinois Public Library District Act. A library district, unlike a city or village library, is its own taxing body much like a school district. An elected Board of Trustees is responsible for its governance, policies, and finances, and ultimately they will make the decision about which proposal is accepted.
Question: What does Lincolnwood Library mean in its desire to move to a co-managed IT model?
Answer
Lincolnwood Library is currently in a fully managed IT environment.
The Library wants to have more local ability to do tasks such as creating email accounts in Google Workspace, web browser updates, modifying our security system, etc. Our new Head of IT holds a Masters of Library and Information Science degree as well as a basic CompTIA A+ certification and plans to build on this knowledge through additional training. The Head of IT will troubleshoot on site, and be the main point of contact with the IT vendor. The Head of IT will manage local consumer-grade technology such as hotspots and video game consoles.
In general, the Library wants the Head of IT to be able to act on Library technology needs in a more unmediated fashion for increased flexibility and a greater ability to troubleshoot quickly through better understanding of Library technology assets. The MSP vendor will provide shared access to systems, when mutually beneficial. The MSP should also be able to transition current systems from the Library’s current MSP.
Question: Is the Library willing to negotiate contract specifics to come to an agreement?
Answer
Yes, in consultation with attorneys to protect Lincolnwood community interests and Library staff. The RFP includes a contract drafted by the Library’s attorney and is open to some negotiation if a firm is selected.
Question: What other technology partners does Lincolnwood Library currently work with?
Answer
- Alarm system - Alarm Security Inc.
- Audiovisual - Interstate Electronics - Lincolnwood Library requests backup in maintaining this system.
- Copiers - Braden
- Integrated Library System - CCS and Innovative
- iOS and Android apps - myLIBRO
- Security system - i-Pro
- Phones - Sound Incorporated - Lincolnwood Library mostly maintains our phone system in house.
- Printing - Today’s Business Solutions
- Website - Library|Market
Questions about these vendors are to be directed to Lincolnwood Library staff to facilitate fair treatment of all interested parties.
Question: Does the Library have CyberLiability insurance?
Answer
Because the Library was not yet using two-factor authentication, the Library did not apply for CyberLiability Insurance, but the Library is aware that it will need to make this change and add this insurance.
Question: Do any library systems store personally identifiable information (PII)?
Answer
Yes. There is a limited amount of personally identifiable information in our systems related to our staff. Additionally, through an intergovernmental agreement with Cooperative Computer Services (CCS) and a group of 30 public libraries, Lincolnwood Library’s Polaris Integrated Library System (ILS) software from Innovative stores personally identifiable information of library patrons. This system is the responsibility of CCS and is regularly updated to ensure its security.
Lincolnwood Library can facilitate getting answers about Polaris cybersecurity from CCS and/or Innovative to parties interested in this RFP.
Question: What is the Library's IT staffing like?
Answer
The Library has one (1) full time IT employee, its Head of IT. The Head of IT reports to the Deputy Director. The Head of IT was promoted into this role in mid 2023 but had been working in various roles for Lincolnwood Library since 2013. Other staff occasionally pitch in to help as their knowledge allows.
Question: How many employees does Lincolnwood Library have?
Answer
The Lincolnwood Library employs 30 staff members on average.
Question: Is the Lincolnwood Library open to adopting a vendor's recommendations as a part of its technology stack? Or does Lincolnwood Library want to maintain all of its current systems?
Answer
Lincolnwood Library is open to hardware, software, and service recommendations from an IT vendor.
The Library Head of IT is a Librarian and takes a very librarian approach to evaluating technology. Library staff evaluate needs, the community the library serves, and the capabilities of systems and try to get them to align. Questions like: “Will this make staff better at helping the community?” and “Is this right for users?” regularly drive staff evaluation of technology. The Library tries to be neutral and find systems that work at reasonable prices. The Library strives to be flexible and adaptable.
Question: Is the desired MSP vendor responsible for inserting backup tapes into the backup server?
Answer
No, Library staff maintain a schedule of regular backups.
Question: How is Lincolnwood Library going to weigh factors in deciding vendors to pursue contracts with?
Answer
The Library has an obligation to its taxpayers to fund the library as economically as possible, so price will be important. However, it is also essential to provide a smoothly running technology environment, so the other factors listed in the proposal such as experience, qualifications, and references will be important as well.
Question: Who is the current managed service provider IT vendor for Lincolnwood Library?
Answer
Computer View Inc. (CVI)
Question: Does Lincolnwood Library's current managed service provider IT vendor bill by hour, and if so, how many hours did they bill Lincolnwood Library last year?
Answer
Lincolnwood Library's current managed service provider IT vendor does not bill by hour.
Question: What is the yearly price of the current contract?
Answer
Lincolnwood Library's current contract is a comprehensive plan for $60,000/year.
Question: Does the Lincolnwood Library expect to require much service outside of standard working hours?
Answer
Services outside of standard working hours will only be expected when updates or maintenance would cause undue inconvenience to Library users and staff if conducted while the Library is open. The Library does not anticipate this will occur frequently.
Question: Why is the Lincolnwood Library requesting proposals for an IT MSP vendor? Is the current vendor allowed to apply for this RFP?
Answer
As is mentioned in the RFP, Lincolnwood Library staffing has changed over the years. With the Library's new IT Department the Library wants to change to a co-managed IT model. The Library is looking for a firm that is amenable to co-manage the Library's technology.
The current IT MSP vendor is allowed to apply. This RFP is an open call to all parties that may be interested in doing IT business with the Lincolnwood Library.
Question: Does Lincolnwood Library require services like onboarding devices, imaging devices, and wiping devices?
Answer
Yes, Lincolnwood Library maintains a regular purchasing schedule to keep hardware up-to-date. When new devices are acquired they will need to be imaged. When there are staffing changes, services such as wiping devices and creating/deleting accounts are needed.
Question: Has Lincolnwood Library tried to implement a co-managed IT model in the past?
Answer
No
Question: If vendors require a separate assessment fee or an onboarding fee how would Lincolnwood Library like vendors to handle submitting this?
Answer
Lincolnwood Library requests that all interested vendors please include all types of fees and costs in their proposals.
Question: Have Lincolnwood Library staffing numbers grown lately?
Answer
No, the number of people on the Lincolnwood Library staff has remained relatively consistent lately.
Question: When does the current IT contract end? Is there overlap scheduled for the transition?
Answer
Yes, there is two months of overlap scheduled for a potential transition. The current contract ends June 30th, 2024.
Question: Is the Library looking to have the same person always on-site? Or is the Library open to a team dynamic?
Answer
The Lincolnwood Library is open to a team dynamic and does not require that the same person be on site each visit. The Library understands that different employees may be better suited to address different situations.
Question: What is the biggest difference the Library is looking for from its current IT MSP vendor to the managed model?
Answer
The biggest difference will be the switch to the co-managed model. The differences with that model would mean education for our staff - a willingness and patience to explain terms, advice, and learn our capabilities with us - and utilizing our on-site Head of IT to assist with projects and tickets. He’s willing to do a lot, including crawling under desks. The Library is looking for a relationship that is supportive of that eagerness. The relationship would allow us to function as partners.
Question: What are the biggest current challenges/roadblocks for the Library? Is there anything on a large scale not working?
Answer
The biggest current challenges/roadblocks are lapses in documentation. It is hard to administer technology when key information about it is not known. The Lincolnwood Head of IT has focused heavily on documenting systems. The documentation situation is better than when the Head of IT started in this role, but documentation efforts continue.
The Library thinks it needs to do an assessment to potentially upgrade our cybersecurity systems.
To the Library’s knowledge there is nothing on a large scale that is not working.
Question: What are some future projects you see/have planned? How far out does the Library typically plan?
Answer
The Library is always working to stay up-to-date with current technologies and trends. In addition to patron technology, the Library follows a 20-year Capital Improvement Plan and upgrades systems for staff as technology changes. Among other things, future technology plans may include:
- Update server room physical workspace.
- Upgrading computers to Microsoft Windows 11 by October 14, 2025.
- Upgrading patron desktop computer hardware and reimaging their software.
- Replacing virtual server and evaluating security camera system virtual machine.
- Replacing phone system.
- Evaluating Keepass usage against other possible solutions.
- Moving remote working officials of the organization from iPads to Google Chromebooks during their next replacement cycles (3 in 2025 and 4 in 2027).
- Using a platform to manage updates and vulnerabilities of all devices.
- Replacing laptop computer storage cart or adding a managed network switch to existing cart.
- Evaluating Public Web Browser vis-à-vis other possible solutions.
Question: What are the typical tickets? What are the most pressing tickets? What are some recent tickets?
Answer
- A recurring ticket is Roblox on kids computers. When a new update comes out, the software stops working for patrons, which leads to some upset kids until the Library can get it working again.
- A recent ticket is blank screens on adult public computers.
- Staff regularly have trouble with USB-C docks. The Head of IT usually fixes these and tickets are typically not submitted to the IT MSP vendor.
- The most pressing or urgent tickets typically involve the Library’s AV system. The Lincolnwood Head of IT is almost always able to fix audio visual issues.
Question: Does the Library have any problems with its Wifi systems?
Answer
From the standpoint of technical functioning, the Library does not have any problems with its recently upgraded Wifi Access Points. The Library has several problems with its Wifi from the standpoint of patron usability.
Patrons don’t want to have to log in on the user agreement page. Some patrons don’t know how to use it. With any piece of technology some people not being able to use it is to be expected, but this is an inconvenience the Library would like to fix in the next replacement cycle for the Wifi Access Points.
Question: What are some current projects?
Answer
- DNS SPF/DMARC/DKIM revamp
- Fixing Roblox after the last time it was updated and stopped working for youth patrons
- Recently replaced network switches
Question: Does the Library have any issues with its printing/copying/scanning/faxing system?
Answer
Occasionally remote print jobs disappear into the abyss, maybe every other week. Occasionally the Papercut print client on patron computers will fail to load or malfunction. The system is slower than patrons would like.
Question: Who are the Library's IT staff?
Answer
Head of IT with occasional support from IT-minded staff when he is unavailable, such as the Deputy Director.
Question: What is the current frequency for IT MSP vendor on-site visits?
Answer
Every other week for a full work day.
Question: Does the Library want someone onsite regularly with the new company?
Answer
Yes, but the Library is looking for it less often. We would like to utilize the Head of IT when possible and have on-site visits focused on projects above our level. This could potentially mean having onsite visits scheduled as needed, rather than on a regular basis, once a relationship is established. The Library anticipates needing someone regularly scheduled to visit onsite during the transition period.
Question: What does the Library use for an IT ticketing system? Is the Library open to providing a ticketing system or does the IT company need to provide a ticketing system?
Answer
Staff use Freshdesk to submit tickets to the Head of IT. The Head of IT uses a ticket system provided by the current IT MSP company, Kaseya BMS. The Library also uses Basecamp for our facilities company. The Library is open to providing its own ticketing system or using one provided by a company.
Question: Who supports the public printers? Public copiers? Public scanners?
Answer
The software running the public printing, copying, scanning is supported by TBS. The hardware is supported by our current IT MSP vendor. All copiers are leased from and supported by Braden. There is no maintenance or support package for the printers that the Library owns.
Question: Who supports the staff printers?
Answer
The Head of IT and the current IT MSP vendor.
Question: Does the Library have a backup internet provider?
Answer
No
Question: Is the Library looking to change its phones?
Answer
We are open to upgrading our phones.
Question: Why hasn't the Library upgraded your phones with your current IT vendor?
Answer
The current IT MSP vendor does not offer support for the phone system.
Question: How many years has the Library been with its current IT vendor?
Answer
Lincolnwood Library has been with the current IT MSP vendor for 9 years, since 2015.
Question: Who did the wire management in the server room?
Answer
The current IT MSP vendor and the Head of IT.
Question: When did Lincolnwood Library upgrade its wireless access points?
Answer
8/27/2023
Question: Is the Library looking for a company to take over communications with 3rd party vendors, such as TBS or Interstate Electronics?
Answer
The Library is comfortable managing communications with these companies, but is looking for a vendor that will be able to provide backup support when needed. For example, when library staff are unclear on a direction to take, the problem becomes higher than their ability, or when direct communication between the two parties is clearer.
Question: How often does the purpose of Library meeting rooms change? Is IT assistance required to make those changes?
Answer
Library large meeting rooms change their purpose multiple times a day. IT MSP vendor support is not required for room set ups or changes. The library trains employees to use the AV system.
Question: Do staff without workstations have laptops?
Answer
No, staff without workstations do not have laptops. However, each staff member does have their own Windows login and Gmail account.
Question: Does the Library want vendors who visited the Library during its on-site open houses to send over an NDA for looking at your server room?
Answer
The Library did not request a NDA; however, the Library would be more than appreciative if you do send the Library one.
Question: Are all of the Library wireless access points the same?
Answer
All of the wireless access points in the building are the same. The wireless access point outside is different.
Question: What equipment is owned by the current IT company?
Answer
A management server is owned by the current IT MSP vendor.
Question: What are some examples of emergency tickets potential IT MSP vendors could expect late at night and after-hours?
Answer
Late night tickets could be after 5pm, but before 9pm, when most staff are gone for the day, but we are still open. A service, such as Wifi, could go down and staff would need assistance. We do not anticipate submitting emergency tickets after-hours, but do anticipate some projects requiring work after-hours if they would be disruptive. While the Head of IT frequently works on Saturdays, Lincolnwood Library does not expect work to be performed at these times unless intentionally scheduled in advance. There may also be zero day fixes like the recent FortiNet firewall vulnerabilities.
Question: Do you expect/need your IT vendor to regularly work outside of normal business hours?
Answer
The majority of communications and work will occur during regular business hours.
Question: How many servers do you have?
Answer
Not counting the management server there are five (5) servers:
Virtual Server
File Server
Backup Server
Two (2) phone servers
Question: When was the Library last remodeled?
Answer
2015-16
Question: Is one of our Head of IT’s goals to learn more?
Answer
Yes
Question: How involved was the Head of IT in technology before getting his degree?
Answer
Constantly.
As a child the Head of IT got a virus on a Windows XP computer somehow. The VP/IT guy of the Head of IT’s Dad’s SMB repaired the computer. The Head of IT vowed to never let that happen again. That has never happened since. And to this day the Head of IT continues to learn more about technology all the time, every day. Technology is the future.
While studying at UIUC in the heyday of RSS, the Head of IT extensively read technology blogs like Ars Technica, TechCrunch, and ZDNet using Google Reader.
The Head of IT regularly uses Windows 10, iOS, Android, macOS, ChromeOS. The Head of IT has dabbled with Ubuntu. The Head of IT develops and maintains Google Sheets ‘apps’ for the Library. In the past the Head of IT maintained his own basic website. The Head of IT knows enough HTML/CSS to get by along with a little Python and Javascript. The Head of IT maintains an offline air gapped computer dedicated only for playing music for his family.
Question: Where is the security footage stored?
Answer
This security footage is stored on the virtual server.
Question: What are the key elements of a long-term partnership the Library is looking for?
Answer
- Technical knowledge
- Reliable technology - hardware and software
- Open, accurate, and timely communication: Lincolnwood Library wants to co-manage its technology with a vendor. Lincolnwood Library does not want to spend an inordinate amount of its IT time managing vendor communications.
- Proper documentation: Documentation enables system stability and interoperability. Documentation enables everyone to be on the same page.
- True co-management and growing Lincolnwood IT responsibilities: Opening key systems to the Lincolnwood Head of IT will enable quick and nimble work for the Lincolnwood community and Library staff. As Lincolnwood’s Head of IT is granted root access to more systems, the Library, in coordination and cooperation with an IT MSP vendor, will be able to take on more responsibilities in a successful relationship. Over time this should result in decreased IT MSP work hours on Lincolnwood systems and a decrease in the amount of tickets submitted.
Question: Is Lincolnwood Library looking for a quote for CyberLiability insurance?
Answer
Lincolnwood Library is not seeking CyberLiability insurance services in this request for proposals.
Question: What cybersecurity services does Lincolnwood Library require?
Answer
Lincolnwood Library is open to recommendations as to the level of cybersecurity services systems the Library may need. Conducting a top to bottom cybersecurity assessment of Library systems would probably be a prudent course of action to be completed at the beginning of the service period.
Question: What is the next step in the process after the Library receives proposals?
Answer
Pending the number of compliant proposals the Library receives, there may be an interview process.
Question: The Library mentioned that the management server needs to be transitioned. What does this server do?
Answer
The management server is a tool the current IT MSP vendor uses to facilitate their work. It is a non-rack mounted computer that is housed in the Library server room. The management server houses a variety of Library data including applications, program executables, patron and staff computer images among other digital assets. Current IT MSP vendor staff use Kaseya Agent to access the management server and can then push updates to other systems. The speed of updates is faster since the management server is on site.
Question: Does the Library anticipate being in the middle of any projects during the transition?
Answer
The Head of IT is working to minimize technology changes in and around the May-June 2024 period. Ideally the Library will not be in the middle of any big projects. And as of 2/23/2024 this is the case, the Library does not anticipate being in the middle of any significant projects during the transition period.
Question: What support does the Library need from the IT company on the Specialized Media Station? (publicly accessible iMac computer loaded with digital media software)
Answer
The Specialized Media Station has advanced digitization hardware. Day-to-day software troubleshooting is handled by the Head of IT for the conversion equipment applications. The Head of IT may not be able to troubleshoot all of the hardware and may require assistance.
The Head of IT may also need help in the Specialized Media Station’s interactions with the network and in imaging a new device when it is replaced.
Question: Does the Library have a gaming area or other specialty IT area for the public?
Answer
The Library does not have a gaming area for patrons. The Specialized Media Station (publicly available iMac loaded with digital media software) could be considered specialty IT available to the public. The Library of Things collection of items beyond books like hotspots, Rokus, Chromebooks, etc. have some specialty IT requirements, but these consumer grade technologies can be handled by Library staffers with minimal assistance. Additionally, the Youth Services Department has a dedicated Nintendo Switch which is often used for kids events. Library staff have thus far proven capable of maintaining this Nintendo Switch. But as online gaming becomes more and more the norm, Library staff may require help with regards to how the Nintendo Switch works on the Library network.
Question: Does the Lincolnwood Library's current IT MSP vendor have a VPN for access?
Answer
Yes, but the current IT MSP vendor regularly uses Kaseya Agent software to remotely access systems. Additionally, one staff member has remote VPN access.
Question: How does the Library want to handle larger projects financially? Would that be a separate fee or folded into the comprehensive plan?
Answer
When larger projects arise where new purchases are required, the Library is open to these needing to be charged outside of the main contract. The Lincolnwood Library Financial Policy requires the Library to collect multiple bids/quotes for projects in certain price ranges and the Library is seeking a company that can assist us with that process. Additionally, there may be projects where it makes sense to consider multiple proposals. If there are known projects a company would not consider part of the regular scope of work, please list those in your proposal.
Question: How many credit card readers does Lincolnwood Library have? Who supports the credit card readers and point of sale system (POS)? What support is needed/expected from an IT MSP vendor?
Answer
Two credit card readers are both supported by TBS. The Verifone M400 is also supported by Verifone and Illinois ePay. The expectations of the IT vendor are:
- Ensure the PCI VLAN functions for remote scans from PCI compliance partner SecureTrust VikingCloud.
- Ensure the software continues functioning on its two (2) computers.
- Ensure the POS continues to have network access.
- Ensure the receipt printer and barcode reader work with the MagnaPOS software.
Question: Do the Library staffers with Mac computers use Managed Apple IDs which can be created in Apple Business Manager? Or are they using individual Apple IDs?
Answer
Lincolnwood Library is not currently controlling what Apple IDs two staffers log into on their work MacBook Pros. Their work account profiles (which can also log into Windows computers) are what they use to log into their MacBook Pros.
The Head of IT has not had time to research the utility and benefits of using Apple Business Manager and Managed Apple IDs. If this approach proves to be better for library staff and IT management, Lincolnwood Library is open to changing to this model.
Question: How many staff have Mac computers?
Answer
There are four staff Mac computers. Two laptops are used regularly by specific staff members. A third laptop is an extra that is available for on the fly use. A staff iMac computer is an open station for anyone to use when they require a Mac.
Question: What equipment does the Library lease and from whom?
Answer
- Two (2) copiers from LEAF with support and supplies from Braden
- Point of Sale from Verifone
Question: What is the Head of IT’s day-to-day currently?
Answer
Head of IT's IT Work
The Head of IT mainly focuses on handling the Library’s technology in approximately 75% of his work hours.
Right now, the Head of IT is the main contact for the current IT MSP vendor. The Head of IT also works on tickets, troubleshoots and fixes issues, and finds workarounds. The Head of IT plans for the future, manages budgeting, billing, and payments. The Head of IT organizes and inventories technology.
The Head of IT trains new staff, advises staffers on their use of technology in various projects, and advises the Library’s management team on technology matters.
The Head of IT manages the Library website (https://www.lincolnwoodlibrary.org) and works with the current IT MSP vendor on everything DNS related. The Head of IT works with the Library Adult and Youth Services departments and 3rd party vendors to set up premium databases for Lincolnwood residents to use.
The Head of IT manages large projects and purchases, communicates with vendors, puts together and maintains documentation, and researches potential hardware and software solutions among other duties.
Head of IT's Non-IT Work
The Head of IT has a few main non-IT responsibilities:
- Covering a public service desk roughly 5-7 hours/week.
- Managing the Library of Things non-book circulating item collection
- Teaching technology classes
Some of these responsibilities may be scaled back to account for the Lincolnwood Head of IT taking on more technology responsibilities.
Question: Do the catalog computers go out to other sites?
Answer
Lincolnwood Library uses Public Web Browser on four (4) catalog computers. The catalog computers are heavily locked down. Patrons can, for example, log into their library card accounts on catalog computers and go from there to Illinois ePay to pay for lost books with a credit card.
Question: How often does the Library meet with your current company to discuss budgeting issues?
Answer
Technology planning consultation is currently conducted annually. Under the current contract Lincolnwood Library is allowed meetings between the current IT MSP vendor and the Library liaison “as required”.
Question: Does the Library have any cloud infrastructure?
Answer
Yes. Lincolnwood Library’s Google Workspace email and productivity solution is entirely hosted in the cloud.
Lincolnwood Library’s Innovative Polaris Integrated Library System is also not hosted on-site. This is managed by CCS but is the Library’s main business system.
Question: How old is the camera system?
Answer
Four (4) new cameras have been added this year. The other cameras vary in age from ~10-6 years old.
Replacing many of the cameras is on our to-do list when time and finances allow. The software that manages the system is kept up-to-date.
Question: Does the Library have Deep Freeze or something else on the patron computers?
Answer
Yes, the Library uses Deep Freeze on its Specialized Media Station (publicly accessible iMac computer loaded with digital media software).
The current IT MSP vendor has set up other patron computers on a heavily locked down mandatory profile. The profile does not save content beyond the current session. When users log out or shut down the computer, changes are not saved.
This solution has been working for the Library to date. Still, the Library is open to exploring other methods of configuring and controlling these devices with an IT MSP vendor.
Lincolnwood Library uses Public Web Browser software to control four (4) Online Public Access Catalog computers.
Question: Who would be handling the updates and maintenance on site?
Answer
In an ideal environment, at the start the IT MSP vendor will likely have to do this work, but over time the Head of IT should be able to do this.
Question: What is using the virtual server slots?
Answer
Assets that use Library virtual machines include systems related to antivirus, security cameras, alarm system, lighting system, printing, and backup.
Question: Is there a current network diagram?
Answer
The Library’s Head of IT has almost completed a diagram of its network and is looking forward to completing this with an IT MSP vendor if one is selected.
The Library is also working on a floor plan diagram of the location of each network endpoint.
Question: Would the Library like to see all projects requiring new purchases billed separately?
Answer
Yes
Question: What is current lifecycle policy for Library hardware (staff computers, patron computers, firewalls, switches, servers, wireless, security system, UPS)
Answer
The policy is 3-5 years in most cases.
Question: Does the Library have a complete hardware inventory with purchase dates and warranty end dates?
Answer
Lincolnwood Library has a basically complete hardware inventory. Lincolnwood Library maintains a separate spreadsheet of technology life cycles with purchase dates. Lincolnwood Library has some warranty end dates in this life cycles documentation and needs to complete this information.
Question: What is the current software used for IT documentation (is there a local copy on the network)?
Answer
Google Docs and Google Sheets.
Lincolnwood Library is aware that there are more tailored products in this space and would be interested in evaluating solutions.
Lincolnwood Library has copies of these items on our local network.
Question: Has there been a recent attempt to recover from backups?
Answer
No
Question: Are backups file or volume level?
Answer
Volume level
Question: Are all network drops properly documented and labeled at the patch panel and endpoints?
Answer
Yes
Question: Who is responsible for PCI compliance?
Answer
The Head of IT completes any necessary PCI compliance surveys. The Head of IT works with the current IT MSP vendor on any necessary work resulting from these scans.
Question: Are staff and patron networks segmented?
Answer
Yes
Question: Is the Library open to multiple options in the RFP response?
Answer
Yes
Question: What server operating systems are currently deployed?
Answer
- Microsoft Windows Server 2012R2
- Microsoft Windows Server 2019
- Windows 10 Enterprise for one virtual machine
Question: Do the Library have remote control software? Who owns it?
Answer
Yes, the Library has remote control software for public and staff computers. The current IT MSP vendor controls Kaseya Agent software for both staff and public computers, and the Library firewall allows VPN access to staff systems for one staffer.
Question: How many companies are looking into this Request for Proposals?
Answer
Lincolnwood Library doesn’t know how many companies overall are looking into this Request for Proposals. Five (5) companies toured the Library during the open houses.
Question: What are the Library's time expectations for a sample project, such as replacing the patron computers?
Answer
Lincolnwood Library expects project timelines to be communicated openly back and forth between all parties - an IT MSP vendor, any 3rd parties (like sources of hardware and software), and the Library. The Library will strive to provide all of its parts of projects promptly and hopes an IT MSP vendor will do the same.
Lincolnwood Library is not the type of organization that forces overtime crunches to meet specific deadlines. There are times when the Library has to meet specific deadlines, but the vast majority of the time if there is a delay or problem the Library will work around it. The Library budgets and plans in advance to try to prevent the need for hasty work. Lincolnwood Library is ok marking some devices out of order if imaging and installing patron computers were, for example, to take longer than expected for any reason.
The Library understands that people get sick, take vacations, emergencies may come up at an IT MSP vendor’s other clients, and other things happen. Library staff are happy to work with an IT MSP vendor at the outset of projects to establish reasonable timelines together.
The Library wants to use as much of the useful life of products as possible and hopes not to purchase hardware only to install it a year after delivery. The Library hopes a project to replace patron computers would be measured in months.