MANAGED IT SERVICES REQUEST FOR PROPOSAL (RFP MSP 2027) 27-CCOC-01

Description: CLERKS OF COURT OPERATIONS CORPORATION (CCOC) MANAGED IT SERVICES REQUEST FOR PROPOSAL (RFP MSP 2027) 27-CCOC-01 RFP COORDINATOR: Thomas A. Dunne tdunne@flccoc.org Director of Administrative Services Clerks of Court Operations Corporation (CCOC) 2560-102 Barrington Circle, Tallahassee, Florida 32308 Phone: 850-386-2223 Cell: 850-524-5208 Issue Date: October 30, 2026 Introduction The Clerks of Court Operations Corporation, hereinafter CCOC, invites responses to this Request for Proposal (RFP) for Managed IT Services. The intention of this RFP is to solicit responses and formal proposals from qualified Managed IT Services Providers (MSPs) and select an organization to provide IT services to CCOC. About CCOC The CCOC was established as a public corporation to perform the functions specified in sections 28.35 and 28.36, Florida Statutes. All 67 clerks of the circuit court are members of the CCOC and hold their position and authority in an ex officio capacity. The functions assigned to the CCOC are performed by an executive council pursuant to the plan of operations approved by the members. The CCOC currently employs 12 employees; however, the number of staff is subject to change. All employees have the need to have remote access. The CCOC has one central office located in Tallahassee, Florida. All employees primarily use a laptop running Windows OS (Windows 10); however, CCOC is in the process of deploying laptops that will run Windows 11 OS. CCOC currently deploys 11 laptops. Furthermore, currently, when working remotely, employees remote into one of ten desktops physically located in Tallahassee. CCOC employees are currently using one (1) Windows Server 2022 and two (2) Windows Server 2019's. CCOC currently uses Zoom and Microsoft Teams internally for messaging and video calls. Zoom is used for larger and public calls. CCOC also deploys several Zoom-enabled VOIP phones. Employees use external webcams or cameras on their laptops. CCOC uses Microsoft Office 365. Purpose & Scope With this RFP, CCOC is requesting proposals from qualified companies interested in supplying CCOC with the IT products, services, and solutions outlined in the Service Requirements section. These proposals will be gathered from several different organizations and used to evaluate provider options for CCOC. This document does not commit CCOC to contract for any service, supply, or subscription whatsoever. CCOC will not reimburse any information or administrative costs incurred as a result of participation in the RFP. All costs associated with response will solely reside at the responding party's expense. Intended Term CCOC intends to award this contract for a one-year term with the option of four (4) one-year renewals. Confidentiality Statement All information included in this RFP is considered confidential and intended only for use by responders. No information included in this document, or in discussions related to CCOC's Managed Service Provider selection effort, may be disclosed to another party or used for any other purpose without express written or verbal consent. Environment Overview Office Location: 2560-102 Barrington Circle, Tallahassee, Florida 32308 Number of Employees: 9 full-time and 3 part-time employees, with 8 full and 2 part-time employees primarily working out of the Tallahassee location with a hybrid remote work schedule. 1 part-time employee works in South Florida remotely. 1 full-time employee works primarily remotely from the Tampa Bay area. Current Technical Environment: - Core Hardware: 3 Physical Servers (1 Windows Server 2022, 2 Windows Server 2019s). On-prem servers used primarily for DNS and Active Directory; CCOC recently migrated to SharePoint and is exploring removing reliance on on-prem servers. - Network and devices: 3 switches (2 hot and 1 hot spare), 1 firewall, MetroNet equipment, 1 wireless access point, 3 UPS's. - Software/Services: Office 365, QuickBooks 2022 Pro Desktop Onsite Edition, Adobe Pro/Reader, LastPass, Zoom, Box, KnowBe4 Security Awareness Software. - Connectivity: MetroNet. - Off-site storage (Azure) - backup owned and maintained by current MSP. - Remote access software provided by current vendor; backups, antivirus, and remote support software include daily backups, GoToAssist, Malwarebytes and Windows Defender, Datto AV (current vendor provided). - Workstations: 11 laptops, 1 spare laptop, 10 desktops, Zoom-enabled telephone equipment. CCOC is in process of replacing all laptops (12 total) and will be decommissioning the 10 desktops and 12 laptops. Vendor Qualifications Qualified respondents must have experience providing the required services to similar organizations for a minimum of five (5) years. Service Requirements (summary of required services) - Transition Support: initial assessment, transition tasks and work with current MSP as needed. - General and Administrative Support: scheduled in-house visits, onsite support as needed, documented onboarding/offboarding processes, development of policies/procedures, project management and technical engineering resources, strategic technology plan and roadmap. - Help Desk Support: provide 24x7x365 help desk support using industry best practices and a ticketing solution. - Server and Network Support: 24x7x365 monitoring of switches, firewalls, routers, phones, Wi-Fi, and other equipment; proactive communication and escalation; patch management and preventative maintenance. - Maintenance Support: secure encrypted remote access, email management, hardware support/replacement/procurement, printer/copier/scanner support, desktop image management, documented escalation process, system scaling model. - Business Continuity and Disaster Recovery: meet agreed RTO/RPO, cloud-hosted backups preferred, nightly remote backups of critical servers, regular testing of recovery and reporting. - Security Support: defenses for phishing/malware/spam/ransomware, proactive monitoring of security systems (firewalls, IPS, secure remote access), maintain KnowBe4 licensing and administration, compliance guidance, multi-factor authentication (MFA) management, internal and external vulnerability testing, monitoring and response process, single-sign-on (SSO) support. - Asset Management Support: maintain hardware and asset inventory, lifecycle management, warranty/service notifications, software licensing renewal oversight, documented end-of-life and decommissioning processes, hosting/co-location services, delivery and setup of PCs, secure provisioning of mobile devices, MDM strategy and implementation, remote wipe capabilities for compromised devices. - Reporting: provide SLAs/objectives and regular reporting on performance, system health, and uptime. - Solution Development Support: solution packages, scheduled and on-call break/fix services, emergency response. - Vendor and Procurement Management: manage other technology vendors, assist with selection, ordering, tracking, returns, and replacement parts. Response Process - Submission of Clarifying Questions: Questions accepted until 4:00 PM EST on November 6, 2026, submitted to the primary RFP contact. Answers will be posted in accordance with Key Dates. - Primary RFP Contact: Thomas A. Dunne, tdunne@flccoc.org, Administrative Services Director, Clerks of Court Operations Corporation, 2560-102 Barrington Circle, Tallahassee, FL 32308. - Pre-Proposal Site Visit: proposers wanting to view the CCOC office must email ahrice@flccoc.org on or before 3:00 PM on November 3, 2026. Site visits will be scheduled and completed by November 10, 2026 at 5:00 PM if necessary. - Restriction on Communications: all communication must be directed to the point of contact in Section 2.2. Respondents shall not communicate with other CCOC staff or Clerks regarding this RFP; violation may result in rejection. - Response Delivery Instructions: Responses must be delivered electronically. Required response components include: - Attachment 1: Intent to Bid - Attachment 2: Fee Schedule and Rates - Attachment 3: Response & Services Checklist - Attachment 4: Technical Proposal (limited to no more than fifteen (15) pages) including Company Profile, Technical Approach, Client References - A version of any master services agreement or other contract that would be utilized if chosen - Certificate of Insurance - Worker's Compensation and Bond and Liability Submit all responses via electronic delivery no later than November 17, 2026, 2:00 p.m. EDT to Thomas A. Dunne, Administrative Services Director, tdunne@flccoc.org with copy to Jason Welty, Executive Director, jwelty@flccoc.org. Any response received after the delivery date specified will not be considered without prior written or electronic approval. Protests/Notice of Rights Pursuant to F.S., Section 120.57(3)(b), notice of protest requirements and timelines are specified. Formal written protest and protest bond instructions are provided; bonds or cashier's checks/official bank checks/money orders may be required. The Notice of Protest, Formal Written Protest, and Protest Bond shall be addressed to the RFP point of contact. Selection Criteria & Process Responses will be evaluated on Company Profile (10 points), Client References (10 points), Technical Approach (45 points), and Cost (35 points) for a total of 100 points. Process includes review and scoring, identification of 2-3 finalists for in-depth review, potential interviews/presentations, site visits/reference calls as appropriate. Key Dates (as stated in RFP) - RFP posted and released to interested parties: 10/30/2026 5:00 PM EDT - Deadline for submission of Intent to Bid Form: 11/06/2026 5:00 PM EST - Deadline for submission of questions and clarification: 11/06/2026 4:00 PM EST - Deadline to perform site visit: 11/10/2026 5:00 PM EST - Responses provided to all submitted questions and clarifications: 11/10/2026 5:00 PM EST - Deadline for Proposal submissions: 11/17/2026 2:00 PM EST - Public opening of Responses: 11/17/2026 3:00 PM EST - Interviews with short-listed potential vendors if needed: 11/24/2026 - Contract Award Notification: 12/07/2026 5:00 PM EST - Deadline to Submit Notice of Intent to Protest: 12/10/2026 5:00 PM EST - Anticipated Contract Start Date: 01/01/2027 12:00 AM EST Attachments Attachment 1: Intent to Bid form (reference: 27-CCOC-01 MANAGED IT SERVICES). Attachment 2: Fee Schedule and Rates instructions. Attachment 3: Response & Services Checklist. Attachment 4: Technical Proposal requirements and instructions. Attachment 5: Technical Diagram (information only) including asset and network details. (End of RFP description)