Information Technology Consulting and Management Services

The Vendor is required to provide to procure comprehensive information technology (IT) consulting and management services to ensure stable, secure, and efficient operations of all municipal technology systems.
- End-user devices include desktop and laptop computers, as well as similar endpoint hardware used by municipal employees.
- Core IT Management & Support Services
•    End-user and help desk support – remote and on-site technical assistance, user account management, and issue resolution for agency staff.
•    Network, server, and infrastructure management – monitoring, maintenance, and troubleshooting of servers, network equipment, firewalls, and wireless systems.
•    Cybersecurity & compliance – management of security systems, patching, threat monitoring, and incident response support to protect municipal data.
•    Backup, disaster recovery, and documentation – routine data backups, recovery readiness, maintenance of the system, and maintenance of accurate network documentation.
•    Strategic it planning and advisory services – ongoing assessment of the borough’s technology environment with recommendations for upgrades, budgeting, and long-term improvements, and act as the agency technical point of contact if referral to a third-party vendor is required.
- End-User and Help Desk
•    Provide necessary on-site support for issues that cannot be resolved remotely.
•    Provide and manage a centralized system to track all support requests (trouble ticketing).
•    Respond promptly to tickets, ensuring accurate documentation and timely follow-up.
•    Provide ticket system reports when requested (request, response, and resolution times).
- Required Support Hours
•    The provider must furnish support at a minimum during regular business hours (MondayFriday, 8:30 AM-4:30 PM), plus support for Police Operations, which run 24/7, 365 days per year.
•    The provider must detail options for after-hours support to accommodate critical tasks, updates, or emergencies outside business hours.
•    On-call support must be available for emergencies outside regular business hours, including weekends and holidays, to ensure urgent matters are promptly addressed.
- Network Management
•    Proactively monitor the network to quickly mitigate, diagnose, and resolve problems.
•    Manage network performance and capacity to ensure security stability across all Local Area Networks (LANs) and Wide Area Networks (WANs).
•    Data backup and disaster recovery planning
- Hardware and Configuration
•    Install and monitor network hardware (switches, routers, firewalls).
•    Install and monitor end-user devices.
•    Support new site-to-site connections and other external network interfaces.
•    Create and maintain IT documentation, including, but not limited to, hardware aging schedules and network diagrams, to ensure accurate, up-to-date documentation of IT infrastructure.
- Software Deployment & Configuration:
•    Software deployment includes, but is not limited to, installing software on servers and devices, configuring device settings to ensure correct installation, ensuring proper system integrations, testing functionality, and updating or patching software when necessary.
•    Oversee the deployment of enterprise software (e.g., ERP, CRM), if applicable.
•    Provide end-user training when necessary.
•    Perform regular software updates and patch management.
- Cloud Services
•    Assess and recommend appropriate cloud solutions (IaaS, PaaS, SaaS) for the agency needs.
•    Manage and optimize existing cloud resources for operational efficiency.
•    Oversee secure data migrations to the cloud, minimizing disruptions.
- Strategic IT Planning and Advisory Services
•    The provider will make recommendations on upgrades, budgeting, and long-term improvements, and will assist in developing an agency -wide five-year technology capital improvement plan.
•    The provider will assist in business continuity planning.
•    The provider will act as the agency technical point of contact if referral to a third-party vendor is required.
•    The provider shall act in an advisory capacity upon contract termination and provide all documentation, credentials, and responsible transition service for up to 60 days at no additional cost.