Information Technology Services

The vendor is required to provide to deliver comprehensive managed IT services with a dual focus on:
• operations and maintenance – ensuring the ongoing security, reliability, and efficiency of the Municipality’s IT infrastructure through proactive monitoring, maintenance, and responsive support.
• Strategic IT planning and future readiness – providing long-term vision, structured IT planning, and expert guidance to align municipal technology investments with organizational objectives, ensuring future sustainability and digital transformation.
- Operations and maintenance
a. IT infrastructure management
• End-to-end management of servers, networks, workstations, cloud services, and endpoints.
• Proactive system maintenance to minimize downtime and optimize performance.
• Regular updates and security patching to maintain system integrity.
b. Cybersecurity and risk management
• Threat detection, incident response, and risk mitigation strategies.
• Implementation of cybersecurity best practices to safeguard municipal data and IT assets.
• Data backup, disaster recovery, and business continuity planning to minimize operational disruptions.
• Compliance with regulatory requirements (e.g., data protection laws, privacy regulations, accessibility standards).
c. 24/7 IT supports and system monitoring
• Round-the-clock monitoring to detect and resolve issues proactively.
• Helpdesk support with tiered service levels to ensure timely resolution of IT requests.
• Automated alerts and response protocols for critical system
d. Service level agreements (SLAS) and performance metrics
• Defined SLAS outlining response and resolution times for IT support requests.
• Regular performance tracking and reporting on service effectiveness.
• Periodic client satisfaction assessments to ensure continuous improvement.
d. Hardware procurement and software licensing management
• Advisory and procurement support for IT hardware, including servers, workstations, and peripherals.
• Management of microsoft licensing agreements to ensure compliance and cost-effectiveness.
• Consultation on emerging technology solutions to enhance efficiency and reduce costs.
- Strategic IT planning and future readiness
a. Strategic IT roadmap development
• current state assessment
o Overview of existing IT infrastructure and services.
o Identification of gaps, risks, and inefficiencies.
• Future vision and goals
o Alignment of IT strategy with municipal objectives.
o Digital transformation initiatives and modernization efforts.
• Planned upgrades and projects
o Lifecycle management for hardware and software.
o Security enhancements and system integrations.
o Implementation of new technologies to support evolving municipal needs.
• Timeline and milestones
o Phased IT improvements over the short, medium, and long term.
o Prioritization of projects based on urgency and impact.
• Budget and resource allocation
o Cost estimates and funding strategies for IT initiatives.
o Efficient allocation of IT resources.
• Risk management and compliance
o Strategies to mitigate cybersecurity threats.
o Ensuring continued compliance with data protection and privacy laws.
b. Quarterly IT reviews and strategic reporting
• Regular reviews with GIS and IT manager to assess IT performance, security posture, and infrastructure needs.
• Detailed reports outlining system improvements, emerging risks, and strategic planning recommendations.
• Collaborative IT planning to adapt strategies based on operational priorities and technology trends.
- Expected outcomes
• Maintaining a secure, reliable, and high-performing IT environment.
• Proactively addressing IT risks and aligning technology with municipal needs.
• Implementing a structured, future-focused IT roadmap.
• Enhancing service delivery and efficiency through technology-driven solutions.
- Software
• Microsoft office 365 (including email backups, internal SharePoint, etc.)
• Keystone (financial reporting, taxes, utility billing, cemetery management, animal licensing, property information, etc.)
• Easy pay (payroll processing software)
• FirePro (fire and incident reporting software)
• Microsoft SQL server
• Cloud flare (current VPN solution)
• Arc GIS
a. Software, currently in use, under contract for support:
• 3cx -voice over IP (VOIP) phone system. this is currently under a
support contract until November 14, 2026.
• Online platforms in use, currently providing their own support:
o Cloud permit (online solution – building permits, licensing, bylaw enforcement)
o Govstack (GHD web platform for main municipal website, also provides online payment processing)
o Moneris (payment processing)
o MOLO (website for campground booking and management)
o Active net (new implementation in progress)
o Adobe (pdf reader and pro - 18 pro licenses)
o Zoom (virtual meeting software)
o YouTube – streaming service for hosting and disseminating council meeting videos.
o Social pin point (website platform for citizen engagement)
o Citations country (HR training, performance management, etc.)
o Canva (graphic design software)
o Facebook and Instagram (social media/communications tools)
o Questica (budgeting platform – currently being implemented)
o iCompass (web platform for council and committee agendas, minutes, resolutions, livestreaming
o Brightly (asset management and work order platform – currently being implemented)
o Laserfiche (electronic document management repository)
o AAT (vehicle monitoring platform)
o Traffic Logix (traffic counter platform)
o Fuel lock (fuel management platform)
o Guarding vision (security camera platform)
o Atlona (platform to manage av equipment for council chambers)
- Operations and maintenance
a. IT infrastructure management
• Proactive system monitoring and maintenance to ensure operational efficiency.
• End-to-end management of IT assets, including servers, networks, endpoints, and cloud-based services.
• Regular updates, patches, and security maintenance to reduce vulnerabilities.
• End-user support and helpdesk services, ensuring a structured escalation process for IT issues.
• Remote and on-site troubleshooting as required. b. Cybersecurity and compliance
• Continuous threat monitoring and response to mitigate risks.
• Implementation of cybersecurity best practices, ensuring compliance with data protection laws and privacy regulations.
• Regular security updates, antivirus management, and access controls.
• Backup and disaster recovery planning to safeguard municipal data and operations.
• Regular reporting on risks or breaches.
c. Service levels & support expectations
• Defined service level agreements (SLAS) with response and resolution times based on issue priority
• Defined escalation procedures.
• 24/7 system monitoring and emergency IT supports.
• Detailed performance metrics tracking and reporting on system uptime, response times, security incidents, and service effectiveness.
• User training and cybersecurity awareness programs.
d. Hardware and software support
• Support for IT hardware procurement, ensuring compatibility and cost-effectiveness.
• Support the installation, setup, and maintenance of all hardware.
• The municipality will retain full ownership over its microsoft licenses.
• Assistance with software license procurement, management, optimization and troubleshooting.
• Collaboration with third-party software vendors to troubleshoot and resolve issues.
• Regular IT asset tracking and documentation.
e. IT service schedule
• Routine maintenance activities (e.g., patching, updates, system checks).
• Regular security audits and vulnerability assessments.
• On-site and remote support availability.
• Helpdesk operating hours and after-hours escalation procedures.
- Strategic IT planning and future readiness
a. IT roadmap development and implementation
• Current state assessment
o Review of existing infrastructure, software, and IT operations.
o Identification of gaps, risks, and inefficiencies.
• Future vision and digital transformation initiatives
o Long-term IT objectives aligned with municipal strategy.
o Adoption of emerging technologies and process improvements.
• Planned upgrades and lifecycle management
o Forecasting hardware and software replacements.
o Budgeting and prioritization of IT investments.
o Strategies to prevent technological obsolescence.
• Cybersecurity and risk management
o Implementation of evolving security protocols and training.
o Disaster recovery and business continuity planning.
• Performance metrics and review process
o Key performance indicators (KPIS) to measure IT efficiency.
o Quarterly review cycles to adjust IT plans as technology evolves.
b. Quarterly IT reviews and reporting
• Regular reviews with the GIS and IT manager and other municipal leadership to assess IT performance.
• Reports covering system improvements, security updates, and strategic planning recommendations.
• IT policy updates to reflect best practices and regulatory requirements.
• Continuous evaluation of cost-saving opportunities and efficiencies.
- Contract Period/Term: 5 years
- Questions/Inquires Deadline: May 13, 2025