IT Service Management Replacement

REQUEST FOR PROPOSALS

SCOPE OF SERVICES
The City of Surrey (the “City”) is dedicated to improving IT Service Management (ITSM) across the organization to enhance operational efficiency, significantly improve staff experience, and maintain a high level of service that leads to greater customer satisfaction.

The City intends to leverage the proposed ITSM Solution to address various processes related to service management, including, but not limited to, incident management, problem management, change management, service request fulfillment, asset and configuration management, knowledge management, time tracking, project tracking and full integration and automation of IT workflows (the “Solution”). The Solution should feature advanced workflows that automate tasks, increase agility, and improve coordination by streamlining IT processes.

INFORMATION MEETING
An information meeting will be hosted by the City Representative to discuss the City’s requirements under this RFP (the “Information Meeting”). While attendance is at the discretion of Proponents, Proponents who do not attend will be deemed to have attended the Information Meeting and to have received all of the information given at the Information Meeting. At the time of issuance of this RFP a meeting has been scheduled as follows:

When: November 22, 2024
Where: Video/Phone Conference – Microsoft Teams Meeting
Time: 2:00 p.m., local time

Proponents interested in participating in this Information Meeting should email their request to purchasing@surrey.ca on or before November 21, 2024.

It is possible that some questions raised, and information provided during the Information Meeting may be the only source of critical information essential to prepare and submit a successful Proposal. Proponents are responsible to ensure they are fully informed and have a clear understanding of the requirements.

Note: No minutes of the Information Meeting will be provided

The Proponents are responsible for any fees incurred as a result of the Information Meeting.

ADDENDA
If the City determines that an amendment is required to this RFP, the City Representative will issue a written addendum by posting it on the BC Bid Website at www.bcbid.gov.bc.ca and the City Website at www.surrey.ca (collectively, the “Websites”), and upon posting, any addenda will form part of this RFP. It is the responsibility of Proponents to check the Websites for addenda. The only way this RFP may be added to, or amended in any way, is by a formal written addendum. No other communication, whether written or oral, from any person will affect or modify the terms of this RFP or may be relied upon by any Proponent. By delivery of a Proposal the Proponent is deemed to have received, accepted and understood the entire RFP, including any and all addenda.

All inquiries related to this RFP should be directed in writing to purchasing@surrey.ca.