Enterprise Network Operations Center (eNOC)
Request for Information
1/26/2016
NYULMC Enterprise Network Operations Center (eNOC) – Request for Information
Table of Contents
1. Purpose 2
2. Response Instructions 2
3. Nondiscrimination 2
4. Background 2
5. Objectives and Strategic Drivers 4
6. Company Information Request 5
7. Solution Information Request 6
1. Purpose
This is a Request for Information (RFI) only and does not constitute a commitment, implied or otherwise, that NYU Hospitals Center (NYUHC) will take procurement action in this matter. Further, NYUHC will not be responsible for any cost incurred in furnishing the information requested. Any follow-on procurement strategy will be based on the results of the information provided and available funding.
2. Response Instructions
Unauthorized contact regarding this RFI with employees of the Hospital other than the designated Hospital contact or their designee may result in disqualification from this process.
All questions regarding interpretation or specifications must be submitted in writing to only. Under no circumstances shall vendor contact any employee of NYUHC. Any dialogue initiated by the bidder not addressed to contact above will result in an immediate disqualification.
Any oral communications shall be considered unofficial and non-binding with regard to this RFI.
The Hospital reserves the right to determine, at its sole discretion, the appropriate and adequate responses to written comments, questions, and requests for clarification. The Hospital’s official responses and other official communications pursuant to this RFI shall constitute an amendment of this RFI. Only the Hospital’s official, written responses and communications shall be considered binding with regard to this RFI.
Any oral communications shall be considered unofficial and non-binding with regard to this RFI.
Proposals must be submitted to and no later than 12PM on February 01, 2015. A proposal must respond to the written RFI and any RFI exhibits, attachments, or amendments. A late proposal may not be accepted, and a proposer's failure to submit a proposal before the deadline may cause the proposal to be disqualified.
3. Nondiscrimination
No person shall be excluded from participation in, be denied benefits of, be discriminated against in the admission or access to, or be discriminated against in treatment or activities on the grounds of disability, age, race, color, religion, sex, national origin, or any other classification protected by federal or State Constitutional or statutory law; nor shall they be excluded from participation in, be denied benefits of, or be otherwise subjected to discrimination in the performance of contracts with the Hospital.
4. Background
NYU Hospitals Center, a world-class patient-centered integrated academic medical center, is one of the nation’s premier centers for excellence in health care, biomedical research, and medical education. NYU Langone comprises three hospitals—Tisch Hospital, a 705-bed acute-care tertiary facility; Rusk Institute of Rehabilitation Medicine, the first rehabilitation hospital in the world with 174 beds and extensive outpatient rehabilitation programs; and the 190-bed Hospital for Joint Diseases, one of only five hospitals in the world dedicated to orthopedics and rheumatology—plus the NYU School of Medicine, one of the nation’s preeminent academic institutions which includes the Smilow Research Center, the Skirball Institute of Biomolecular Medicine, and the Sackler Institute of Graduate Biomedical Sciences. Campus transformation and other M&A activities over the next few years will add additional capacity to the enterprise as well.
NYUHC is committed to making world-class contributions that place service to human health at the center of an academic culture devoted to excellence in research, patient care, and education.
5. Objectives and Strategic Drivers
Over the last four years, NYUMC has outsourced it monitoring and NOC functions to a 3rd party vendor. It is time to renew our contract and we are considering changing our enterprise monitoring and NOC strategy.
We are looking at implementing one of the three following options.
1.) Complete Insourcing - Insourcing the NOC functionality. (no 3rd party vendor)
2.) Complete Outsourcing – Outsourcing 24x7x365 NOC functionality.
3.) Hybrid Outsourcing - Insourcing daytime hours 9am-5pm Monday through Friday NOC functionality and outsourcing after hours and weekend.
There are two other variations we will include in our options.
1.) Use of NYULMC monitoring tool suite vs. outsourcer monitoring tool suite.
2.) Leveraged outsourced staff vs. dedicated.
The information being requested is for budgeting and project planning and approval. A more extensive and detailed RFP will be submitted if we decide on either option 2 or 3.
6. Company Information Request
Please respond to the following questions – please be concise and as specific as possible.
1. Provide a brief company profile. If private, please include funding, number of employees, biggest customer wins, and customer wins in the healthcare sector
2. Provide information regarding any specific healthcare industry awards and/or third party endorsements your organization has received.
3. Provide 3 references
· Facility Name
· Contact Name
· Contact Title
· Contact Phone
· Contact E-mail
4. Does your company offer professional services or partner with other service providers to support solution deployment?
5. Describe your service and support options including phone, web support, proactive support, reporting, etc.
6. Briefly describe your near and longer term service vision and roadmap
7. Vendor acknowledges that because of the nature of a Hospital business, some restrictions may be placed on vendor’s work schedule, and vendor may need to complete some portions of any service it is to provide after the Hospital normal operating hours.
8. Hospital policies. Vendor shall ensure that its personnel comply with all Hospital policies while performing any service.
9. Vendor Registration Requirements. Vendor acknowledges that Hospital may have vendor registration policies and procedures and that vendor’s personnel will be required to comply with all such registration requirements.
10. Services Warranty. Vendor warrants that it will perform all services in a professional manner consistent with high standards of industry practice. If any service fails to accomplish its intended purpose, vendor shall re-perform the service until it accomplishes its intended purpose. Please detail length of warranty from time of purchase.
11. HIPAA Compliance. Vendor acknowledges and agrees that it is a “Business Associate” and every Hospital entity is a “Covered Entity” as such terms are defined under the Health Insurance Portability and Accountability Act of 1996 and rules and regulations promulgated there under (“HIPAA”), and each party shall comply with comprehensive privacy and security policies and procedures related to individually identifiable health information. Vendor shall be bound by the obligations of a Business Associate.
12. The vendor shall observe all safety precautions throughout the performance of this contract and shall assume full responsibility and liability for compliance with all applicable regulations pertaining to the health and safety of personnel during the execution of work and shall hold the Hospital harmless for any action on its part or that of its employees that results in illness, injury or death.
13. Any work subcontracted by the vendor shall require the prior written approval of the subcontractor by the Hospital. Use of subcontractors must be clearly explained in the proposal and major subcontractors must be identified by name. The prime contractor shall be wholly responsible for the entire performance, whether or not subcontractors are used.
14. Vendor will provide an organizational chart and job descriptions for any service technicians to be assigned to Hospital upon Hospital request.
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NYULMC Enterprise Network Operations Center (eNOC) – Request for Information
7. Solution Information Request
For each option in the table below, provide a pricing estimate based on the information provided and a service explanation including pricing basis (i.e. monitored devices, ticket count) and any additional clarification on the services to be provided.
Additional information about our current equipment, ticket volumes and expected roles and responsibilities will be included in included documents.
PricingOption / Service Description / Service Explanation / Monthly / Annual
2A / Complete Outsourcing:
- Remote leveraged staffing 24x7x365
- Utilizing vendor monitoring tool suite.
2B / Complete Outsourcing:
- Remote leveraged staffing 24x7x365
- Utilizing NYULMC monitoring tool suite.
2C / Complete Outsourcing:
- Remote dedicated staffing 24x7x365
- Utilizing vendor monitoring tool suite.
2D / Complete Outsourcing:
- Remote dedicated staffing 24x7x365
- Utilizing NYULMC monitoring tool suite.
3A / Hybrid Outsourcing:
- Remote after hours and weekends leveraged staffing 24x7x365
- Utilizing vendor monitoring tool suite.
3B / Hybrid Outsourcing:
- Remote after hours and weekends leveraged staffing 24x7x365
- Utilizing NYULMC monitoring tool suite.
3C / Hybrid Outsourcing:
- Remote after hours and weekends dedicated staffing 24x7x365
- Utilizing vendor monitoring tool suite.
3D / Hybrid Outsourcing:
- Remote after hours and weekends dedicated staffing 24x7x365
- Utilizing NYULMC monitoring tool suite.
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