Managed Information Technology Services

The Vendor is required to provide managed IT services for all City departments and locations.
- The City seeks a strategic IT partner to support the planning, implementation, deployment, and ongoing management of all technology systems necessary to fully establish and maintain modern municipal IT operations.
- Current Technology Environment:
•    39 Laptops, 26 Desktops, 56 VOIP phone sets, 16 iPads, 28 iPhones, 7 Android phones, associated monitors, hotspots, and mobile devices
•    Desktop printers and scanners
•    2 servers on the premises (containing several VM’s)
•    1 SAN host server
•    Microsoft O365 environment
- 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.
- 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/software investments, licensing needs, IT/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.
- Help Desk & 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/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.
- 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 (IP addresses, VLANs, firewall rules, etc.), 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/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.