Managed Information Technology Services

The Vendor is required to provide managed it services provider and shall be fully responsible for the availability, security, performance, and continuous improvement of the city’s it environment.
1. Comprehensive assessment and IT review
•    Conduct a comprehensive assessment and IT review within the first 30 days and draft an IT road map within the first 60 days of contract execution which includes but is not limited to assessment of the current state of the city’s technological environment, existing infrastructure, current software licenses and subscriptions, current architecture, staffing levels, knowledge, and educational challenges. 
•    Assess organizational IT needs by meeting with representatives from each department and the operational areas that IT supports. 
•    Perform risk assessment and gap analysis on the effectiveness of current IT organizational structure, technical infrastructure, and support to meet the needs of current and future city initiatives. 
•    Review IT policy and procedures (informal and formal) and their adherence to industry standards), and make recommendations to the city for appropriate updates. 
•    Contractor shall proactively recommend service improvements, technology modernization opportunities, and cost-optimization strategies throughout the term of the agreement. 
•    At least annually, contractor shall present a roadmap update outlining recommended improvements, risks, and priorities.
2. Strategic planning and oversight of personnel and vendors
•    Evaluate existing IT projects, timelines, and project budgets and provide ongoing recommendations to the city as needed for decision making. 
•    Assist in annual IT budget preparation by identifying necessary hardware and software investments, licensing needs, IT and software enhancements, and upgrade projects within budget timelines established by finance department. 
•    Create a road map for long-range information systems planning and forecasting based on analysis and audit. 
•    Evaluate and identify means and approaches to accommodate current and emerging technology requirements, major trends, and upgrades facing the city. 
•    Identify practical and relevant public sector best practices, and industry standards for IT contingency plans for incident response, disaster recovery, cyber security, business continuity, and risk management.
•    Evaluation of cloud-based technologies, support for mobile computing options, user experience and usability strategies, storage and backup strategies, and skill levels related to the technologies needed now and likely to be needed in near future.
3. Help desk and end user support
•    Provide full administration and end-user support, including troubleshooting, configuration, escalation management, and resolution for common city software and business applications. 
•    Own end to end resolution of usage issues or errors in office productivity software (e.g. MS office 365) and all city-specific programs (e.g. Finance, permitting, code enforcement, GIS, document management systems, etc.) including escalation to appropriate vendor help desk and follow through with resolution. 
•    Furnish a responsive IT help desk reachable 24 hours a day, 7 days a week, including holidays. 
•    Offer unlimited remote technical support for city staff via phone, email, or remote login tools at all times. 
•    After-hours emergency calls are addressed by on-call technicians, with guaranteed rapid response for critical issues (e.g. Network outages). 
•    Utilize a help desk ticket system to log all support requests (by phone, email, or in person) and track them through resolution. 
•    Document each issue, the resolution steps, and time taken. 
•    Provide city staff with updates on ticket status and maintain a history of incidents to identify recurring problems or training needs. 
•    Provide read only access to ticketing system to key city staff. 
•    Handle user account lifecycle tasks. 
•    Create new user accounts (for network and domain, email, applications) when new employees are on boarded. 
•    Manage user access permissions (e.g. File shares, system rights) and set up multi-factor authentication for remote access as required. 
•    User accounts for separated employees shall be disabled within 24 hours of notification, and immediately (same business day) for involuntary separations or security related terminations, as directed by the city. 
•    Serve as primary administrator for city-issued smartphones, tablets, and mobile devices. 
•    This includes configuring email and applications on mobile devices, troubleshooting connectivity or sync issues, and ensuring mobile device management policies (e.g. Remote wipe, MFA) are applied. 
•    Conduct basic IT orientation and training for city staff as needed. 
•    This may include instructing users on city systems, security practices, new software features, or self-service tips. 
•    Perform proactive “department outreach” visits to understand user needs and educate staff on technology best practices. 
•    Security awareness training is covered separately under cybersecurity. 
•    Enable and support city staff to work securely from remote locations as needed. 
•    Maintain remote access infrastructure to allow telecommuting. 
•    Support virtual meeting platforms and remote collaboration tools including setting up and troubleshooting zoom, teams, or other video conferencing as needed.
•    Provide a full-time, on-site support technician during city hall business hours. 
•    Ensure qualified backup coverage during absences, vacations, or illness, with no reduction in service levels. 
•    On-site technician shall be able to travel between city facilities as needed utilizing transportation provided by contractor. 
•    As needed on-site technology installation 
•    Install, configure, and troubleshoot city-owned pcs, laptops, and tablets for staff. 
•    Resolve hardware and software issues on user workstations. 
•    Perform new pc deployments, including installing standard city applications and network services on each device. 
•    Serve as the primary administrator for all user peripherals such as printers, scanners, multi-function copiers, monitors, and other connected devices. 
•    Install and configure printers for network or local use and resolve printing issues. 
•    Ensure users can reliably use scanning and imaging systems and coordinate with vendors for hardware repairs if a device fails. 
•    Manage and support technology used for all public meetings, including but not limited to city council, planning commission, and public safety commission. 
•    Set up and test audio-visual equipment in council chambers (projectors, recording systems, streaming encoders, microphones, cameras) prior to meetings. 
•    Provide on-site support during public meetings including live operation of virtual meeting systems (i.e. Zoom), cameras, microphones, etc.
4. Hardware inventory and warranty management
•    Maintain an up-to-date inventory of all city IT assets (computers, devices, servers, software licenses). 
•    Track equipment serial numbers, warranty expirations, and software license renewals. 
•    Provide inventory reports on a quarterly basis and as requested by the city, and advise when assets are due for replacement or support contract renewal. 
•    Provide annual hardware lifecycle and replacement recommendations aligned with the city’s budget development cycle, with interim updates provided as needed for unplanned failures or emerging risks. 
•    Plan and carry out phased upgrades or replacements of aging IT infrastructure. 
•    Complete end-of-life hardware and software refresh projects, configuring new systems according to best practices. 
•    Minimize disruption by scheduling and executing major upgrades (servers, network gear, pcs, etc.) In a controlled manner.
5. Network, telecommunications, data, and infrastructure management
•    Maintain detailed documentation of the city’s IT infrastructure. 
•    This includes network diagrams showing device locations and connections, configuration records server inventories with roles and configurations, and admin credentials stored securely. 
•    Update documents promptly when changes are made. 
•    All such documentation is made available to city personnel upon request. 
•    Provide day-to-day administration of the city’s networks (LAN and WAN). 
•    Monitor network performance and proactively address issues to ensure reliable connectivity for all city locations. 
•    Manage network equipment (firewalls, routers, switches, wireless access points) – including applying firmware updates, managing configurations, and optimizing for security and performance. 
•    Regularly review the network to confirm IT is operating at peak efficiency and capacity. 
•    Provide day-to-day server and IT infrastructure systems support, which includes, but is not limited to maintenance, repairs and minor updates and security and enterprise system implementation and support. 
•    Manage the city’s data storage systems and perform regular data backups. 
•    This includes maintaining file servers, NAS and SAN devices, and cloud storage allocations so that staff have reliable access to shared files. 
•    Monitor storage capacity and performance, and plan for expansions or archiving as needed. 
•    Perform daily backups of all critical systems and databases (on-site and to off-site or cloud locations). 
•    Verify backup jobs succeed and conduct periodic test restorations to ensure data can be recovered. 
•    Maintain backup logs and remediate any failed backups immediately. 
•    Oversee the city’s internet connections and act as liaison to the ISP for any outages or bandwidth issues. 
•    Ensure the city’s voice and data network is integrated with the IT network and coordinate with telecom vendors for support. 
•    Develop and maintain the city’s IT disaster recovery mechanisms. 
•    Provide off-site file backup and disaster recovery solutions so that critical data and services can be restored after a major incident. 
•    Implement failover procedures for key systems. 
•    Draft and periodically update a disaster recovery plan detailing steps to rebuild or failover city IT systems in various disaster scenarios. 
•    Conduct an annual disaster recovery test or simulated failover to validate the city’s preparedness. 
•    Manage the city’s wireless networks and remote access systems. 
•    Configure and monitor secure WI-FI networks at city facilities, ensuring adequate coverage and performance for staff and public (if offered). 
•    Ensure that remote connectivity is stable and uses strong encryption and MFA as per security policies. 
•    Read-only visibility into current state and key historical performance metrics (dashboards) for key client personnel.
6. Future city hall IT implementation
•    Support design, procurement, and implementation of required IT infrastructure for the new city hall, including network architecture (LAN/WAN), wireless systems, server environments (on-premises and cloud), and telecommunications systems. 
•    Coordinate installation and integration of all city installed technology systems (not installed by civic center contractor), including workstations, VoIP, printing, and other departmental technology needs, ensuring compatibility with existing city systems. 
•    Provide project management, testing, documentation, and transition support, including implementation timelines, vendor coordination, system configuration, cybersecurity controls, staff training, and post-deployment support to ensure a seamless operational launch of the new facility.