Overview
Miaplaza seeks proposals to provide Chromebooks (or Windows or iOS devices) for grades 6–12 and a managed lifecycle program including distribution to homes, asset management, break/fix with rapid replacement, returns/retrieval, end-of-life disposition, and a vendor-run or vendor-contracted tech-only support desk for students/parents. Fully responsive proposals are preferred, but proposals without the Tech Support Desk will be considered.
Background
Miaplaza is running a fully virtual Ohio school (MOAO) serving grades 7–11 in year one, expanding to 6–12. Miaplaza expects to deploy ~200 devices in year 1, perhaps 1,000 devices by Year 5, but a wide range (50–500 in year 1). The vendor must demonstrate a scalable program that can grow without major process changes. Information about MOAO can be found here: miapreponlineacademy.com/ohio.
RFP Contact
For the purposes of the procurement, the “RFP Contact” will be:
Name: Peter Robertson
Email: probertson@mia.school
Bidders and their representatives are not permitted to contact any employees and or officers of Miaplaza or MOAO, other than the RFP Contact, concerning RFP prior to submission of responses. Failure to adhere to this rule may result in the disqualification of the bidder and the rejection of the bidder’s proposal.
Bidders and their representatives may ask questions and seek clarifications. All questions, clarifications, and responses will be shared with all bidders.
Contract Term
The intent of this process is to conclude a Firm Fixed Price contract with a one (1) year initial term with the option to renew for 2 additional one-year periods, at the same terms and conditions of the initial contract period. Miaplaza reserves the right to negotiate different terms, and the contract may be amended in writing by mutual consent of the parties. Note that Miaplaza may attach the entire RFP and incorporate it by reference in any contract.
Schedule of Events
- 3/26 RFP released to bidders
- 4/15 Deadline for questions and clarifications
- 4/20 RFP due via email to probertson@mia.school (by midnight Eastern)
- May Contract awarded
Scope of Work
Vendor will propose one primary Chromebook model (and optionally an alternate, especially if it can provide a Windows or Apple laptop that can run Chrome and is cost-competitive) appropriate for grades 6–12, meeting minimum technical requirements detailed below. Vendor will provide launch date and planned end of life date for the equipment it intends to provide.
2. Provisioning / enrollment / kitting (required)
- Asset tagging and inventory capture
- Enrollment into School’s Google Admin domain
- Configure required policies and extensions, including required privacy, filtering, etc. using tools like Lightspeed, GoGuardian, or Securly
- Kitting: device, charger, quick-start, return instructions/materials
- Ship directly to student homes (outbound logistics)
3. Vendor-run or vendor outsourced tech-only support desk (strongly encouraged)
- Device hardware troubleshooting
- ChromeOS troubleshooting, login, connectivity basics
- Support for required school extensions and filtering agents (as applicable)
- Shipping/replacement coordination and return instructions
Vendor must propose:
- Channels: phone, email, chat, web portal
- Hours of operation (baseline + options)
- Ticketing system and escalation path to School IT contact
- Parent/student-friendly scripts and knowledge base
5. Break/fix + advanced replacement (required)
Vendor must provide an advanced replacement model with defined SLAs:
- Replacement shipping options and cutoff times
- Repair process and turnaround expectations
- Handling of accidental damage, repeated incidents, and “no fault found”
- Spare pool strategy (vendor-managed preferred)
6. Reverse logistics / returns / retrieval (required)
- Returns for withdrawals and end-of-year collection
- Non-return management process (communications, tracking, any fees/holds if used)
- Packaging/labels and clear parent instructions
- Chain-of-custody and tracking
7. Asset management & reporting (required)
Vendor must provide delivery documentation required for state audits, and reporting at least monthly:
- Fleet status: assigned/shipped/active/repair/returned/retired
- Incident volumes, failure reasons, turnaround time
- SLA attainment and trend analysis
- Inventory accuracy and audit approach
8. End-of-life disposition (required)
- Secure sanitization and documentation
- Recycling/disposition options
- Buyback/credit options (if available)
9. Optional: Option with built-in modem or 5G hotspots (priced separately, case-by-case)
Cellular internet access provision is not required for all families, but may be needed on a case-by-case basis. Vendor if proposing must provide pricing separate from the Chromebook program:
- Per-unit hotspot hardware cost (if applicable)
- Monthly service plan cost(s)
- Activation fees, shipping, and return process
- Support model for hotspot connectivity
- Any coverage/carrier options
Minimum Technical Requirements (Grades 6–12)
Hardware/OS baseline
- ChromeOS device with Auto Update Expiration (AUE) at least 5 years from initial deployment start date (state exact AUE). In the case of Windows and Apple alternatives, provide comparable information about operating system expected lifespan.
- Launch date and planned end of life date for the equipment
- RAM: 8GB minimum
- Storage: 64GB minimum
- Wi-Fi: 802.11ac or better
- Webcam + mic + speakers
- USB-C charging
- Battery runtime: vendor to state typical and tested runtime
- Durability: vendor to describe drop/hinge/keyboard resilience; propose protective case option
B. Management
- Must support forced enrollment and management via Google Admin Console (or, for a Windows or Apple alternative, a comparable management platform)
- Must support required extensions (filtering, monitoring, testing, etc. as specified by School) including required privacy, filtering, etc. using tools like Lightspeed, GoGuardian, or Securly
C. Accessibility
- ChromeOS accessibility features supported; vendor describes any additional options
Service Levels (SLAs) – required response table
Vendors must complete an SLA table (include remedies/credits if missed). Minimum requested targets:
Support Desk
- Initial response time (email/portal): ____ hours (vendor propose)
- Phone wait time target: vendor propose
- First-contact resolution rate: vendor propose
Replacement / Break-fix
- Approved replacement shipment: Next Business Day (propose cutoff time)
- Device repair turnaround: vendor propose
- Return kit delivery time: vendor propose
Logistics
- Inventory accuracy: vendor propose
- Reporting delivery: monthly by ____ business day
Pricing Format (required)
Provide pricing that will be guaranteed for July 1 through June 30 in an attached spreadsheet using these required line items. Also provide MSRP for the device as configured as of the date of RFP submission.
A. Chromebooks (or alternative Windows or Apple devices)
- Unit price by model and volume tier: 100, 500, 1000, 1500.
- Any management licensing costs (if any)
- Protective case option (unit price)
B. One-time per-device fees (if applicable)
- Provisioning/enrollment/kitting per device
- Asset tagging per device (if separate)
C. Recurring fees
- Per-device per-month lifecycle fee (include what’s covered)
- Per-device per-month support desk fee (if separate)
- Break/fix / accidental damage coverage structure
D. Shipping / logistics
- Outbound shipping to home (per device or blended)
- Inbound return shipping (per incident / per device)
- Non-return fee schedule (if any)
E. Optional hotspot pricing (separate)
- Hotspot device cost (if applicable)
- Monthly service plan(s) cost
- Activation/shipping/returns costs
Contract Renewal Terms
Provide information to assess how pricing for future contract renewals can be guaranteed or will be determined. For example, how long the pricing will be effective beyond the first year of the contract and/or what mechanisms will be used to ensure price parity with like-for-like models in case of contract renewal going forward.
Vendor Qualifications
Provide:
- Relevant K–12 virtual/hybrid references (at least 2)
- Support desk staffing model and scalability plan (200 → 1,000+)
- Logistics footprint and typical replacement performance
- Security controls for warehousing and sanitization
- Sample monthly report (redacted)
Implementation Plan
Include:
- Timeline from award to first shipments
- Pilot suggestion
- Enrollment and shipping workflow
- Support desk launch plan and communications templates
- End-of-year collection plan (and withdrawals)
Likely Evaluation Criteria
- Service model & SLAs
- Total cost of ownership
- Support desk quality and scalability
- Asset management & reporting
- Device fit/durability/AUE longevity