Managed IT Services

The Vendor is required to provide on various mission-critical technologies, including telecommunications, computer-aided dispatch (CAD) systems, records management systems (RMS), mobile data terminals (MDTS), body-worn cameras, and additional security and recording systems.
- The police network infrastructure, internet circuits, and related devices are largely independent of agency main network, although limited services, such as cybersecurity, endpoint management, and a network bridge, are shared.
- Agency currently operates on a network infrastructure separate from agency main network.
- The PD operates a windows-based computer network.
- The department has begun transitioning from the outdated Avaya prologix telephony system to a new VoIP platform.
- Agency cad system is critical for dispatch and police operations and at a later date, must be fully integrated with other technologies, including telephony and MDTS.
- A secure door access and intercom system, currently linked to dispatch via an outdated ModUcom platform, is expected to be replaced.
- The selected it vendor will be expected to assist in choosing the replacement vendor and managing the new system.
- Mobile data terminals (MDTS) will be deployed in patrol vehicles in 2025 to enhance field communication and real-time data access.
- The selected it vendor must have experience in both setting up and managing MDTS.
- Uninterrupted Operations: Provide continuous (24/7) monitoring and rapid response to ensure police services are never compromised.
- Comprehensive Support: Manage all aspects of the police department’s IT environment, including network hardware, software, telephony, security access, and specialized law enforcement systems. The selected IT vendor must have experience managing SonicWALL NSA 3700 firewalls and VPNs, as well as software from Tyler Technologies, QueTel, Security Expert, GeoTab, PowerDMS, Micro Keys, Sentinel One and Axon.
- Enhanced Security: Maintain compliance with CJIS and other relevant standards to protect sensitive law enforcement data.
- Seamless Integration: Ensure the new VoIP phone system, CAD, and other applications work together effectively.
- Scalability & Innovation: Anticipate future needs, propose innovative solutions, and align technology investments with evolving public safety requirements.
- Provide comprehensive managed IT services, encompassing areas:
1. Network Infrastructure Management
• Monitor, maintain, and optimize all network devices, including routers, firewalls, switches, and wireless access points.
• Manage physical and virtual servers (20+ servers), ensuring regular updates, patches, backups, and high availability.
• Oversee the cmhapd.org domain/network, including the secure bridge between agency main network and the police network.
• Provide design, configuration, and ongoing management for future expansions or upgrades.
2. Telephony and cad system support
• Coordinate with the existing or newly selected VoIP provider to ensure continuous telephony services, especially critical to dispatch and emergency operations.
• Integrate telephone with the department’s cad platform and any associated third-party systems call-taking platforms like Vesta 911.
• Troubleshoot and resolve phone-related issues, ensuring minimal downtime.
3. Mobile data terminal (MDT) and in-vehicle systems
• Configure, deploy, and maintain MDTS in patrol vehicles, ensuring real-time connectivity to cad and other law enforcement data sources.
• Support and troubleshoot in-vehicle computers, vehicle tracking systems, and specialized law enforcement hardware/firmware.
4. Security and CJIS compliance
• Implement and maintain robust cybersecurity measures, including endpoint protection, intrusion detection and prevention, and malware filtering.
• Adhere to CJIS requirements for data confidentiality, integrity, and access control.
• Perform regular vulnerability assessments, penetration testing, and security audits, providing remediation plans as necessary.
5. End-user support and help desk
• Operate a 24/7 help desk for all department personnel, providing both remote and onsite support for issues such as password resets and general troubleshooting, even outside normal business hours.
• Manage hardware lifecycle for workstations, laptops, and other mobile devices (about 40+ desktop computers).
• Assist users in resolving software and connectivity issues promptly, logging incidents in a ticketing system.
6. Backup, disaster recovery, and business continuity
• implement automated backup solutions for critical data (e.g., data, server files).
• Develop and maintain a disaster recovery (DR) plan, including scheduled DR testing to ensure rapid restoration.
• Protect and manage backup media storage, ensuring quick retrieval and data integrity.
• The selected it vendor will be responsible for implementing and executing a 6-step cyber-attack response plan as defined by institute in their incident’s handlers’ handbook to ensure the security, integrity, and resilience of our it infrastructure.
• Must provide expertise, proactive monitoring, and rapid response capabilities in the event of a cyber incident.
7. Ongoing project & vendor management
• Collaborate with agency information technology department and other agency departments as needed.
• Coordinate with third-party vendors for specialized applications or hardware.
• Provide project management services for any significant upgrades or technology rollouts, including timelines and minimal operational disruption.
- Contract Period/Term: 3 years
- Questions/Inquires Deadline: April 15, 2025