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.
- Provider will be operationally responsible for the reliability, security, maintenance, and performance of the town IT systems.
- Core IT Management & Support Services
•    End-User and Help Desk Support – Remote and on-site technical assistance, user account management, and issue resolution for Borough 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 town technology environment with recommendations for upgrades, budgeting, and long-term improvements, and act as the town 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
- 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 town needs.
•    Manage and optimize existing cloud resources for operational efficiency.
•    Oversee secure data migrations to the cloud, minimizing disruptions.