Managed Information Technology, Cybersecurity and Geographic information System

Managed IT, Cybersecurity, and GIS services under one qualified provider will improve communication, simplify direction from City staff, reduce the administrative burden associated with coordinating multiple vendors, improve accountability, and enable technology, cybersecurity, and GIS initiatives to be planned and managed in an integrated manner.
- Professional services relationship that promotes:
• Reliable and responsive service delivery;
• Continuity of City operations;
• Strong cybersecurity and risk management;
• Effective GIS administration, support, and development;
• Clearly defined responsibility and accountability;
• Predictable and transparent costs;
• Strategic planning and technology modernization;
• Effective stewardship of public resources;
• Consistent onsite technical support;
• Adequate backup staffing and continuity of service; and
• Efficient coordination between City personnel and the selected Provider.
- Service Desk and End-User Support must:
• Provide a centralized service desk for authorized City users
• Receive service requests by telephone, email, web portal, remote support tools, or other approved methods
• Provide onsite and remote technical support as appropriate
• Troubleshoot workstation, laptop, peripheral, software, printing, connectivity, and user-access issues
• Escalate complex issues to qualified engineering resources
• Track requests through a centralized ticketing system
• Maintain service records and technical documentation
• Communicate status and resolution information to City users
• Support employee onboarding and offboarding
• Provide assistance with hardware deployment and replacement
• Provide after-hours or emergency support when required.
- Infrastructure Management must proactively monitor, administer, maintain, and support City technology infrastructure, including as applicable:
• Physical and virtual servers
• Workstations and laptops
• Network switches
• Wireless networks
• Firewalls
• Internet connectivity
• Storage systems
• Backup systems
• Microsoft 365
• Microsoft Entra ID
• Active Directory
• Cloud services
• Remote-access systems
• Mobile devices
• Printers and peripherals
• Conference room and collaboration technologies
- Patch, Configuration, and Lifecycle Management must:
• Monitor and manage operating system patching
• Manage supported third-party application patching
• Coordinate firmware and driver updates
• Identify unsupported or end-of-life systems
• Maintain hardware and software lifecycle information
• Develop replacement recommendations
• Assist with annual budgeting and capital planning
• Maintain configuration standards
• Provide recommendations regarding standardization and modernization.