The Vendor is required to provide comprehensive information technology (IT) consulting and management services to enhance it infrastructure, improve operational efficiency, ensure robust data security, and provide strategic guidance on technology initiatives.
- Provider will offer expertise across various IT domains including systems administration, network management, cloud services, cybersecurity, and software deployment.
- The provider will support various projects, including long-term planning and short-term needs as directed by Borough management.
- Core Services:
• Network monitoring, management, and troubleshooting
• On-site support as needed
• Remote support for troubleshooting and issue resolution
• Perform assessments of the current IT environment, identifying opportunities for improvement and technology upgrades.
• Assist with strategic IT planning, ensuring alignment with the borough's operational goals and long-term initiatives.
• Mitigate and resolve network issues proactively
• Diagnose and troubleshoot network issues both pre- and post-occurrence
• Support installation, maintenance, and monitoring of network systems
• Provide timely support for tickets escalated by Borough departments
• Conduct network performance monitoring and capacity planning
• Document network configurations and provide quality assurance for installed hardware
• Support LAN-based wireless technology and ensure cybersecurity controls are maintained and updated
• Recommendations for technology enhancements and upgrades.
• Long-term strategic planning aligned with borough operations. - Network Management:
• Continuously monitor and manage a trouble ticketing system.
• Respond promptly to new or escalated tickets, ensuring accurate and thorough documentation.
• Provide troubleshooting techniques to diagnose and resolve network issues, using existing tools or diagnostic resources.
• Collaborate with internal teams or external experts when necessary to resolve issues.
• Provide after-action reports on major network events or troubleshooting efforts.
• Provide 24/7 technical support through a defined service level agreement (SLA) to ensure quick response and resolution times for all issues.
• Track all requests through a centralized ticketing system to ensure transparent communication and timely follow-up.
• Provide on-site support when necessary to address issues that cannot be resolved remotely.
• Monitor LAN/WAN performance, ensuring all systems are secure, stable, and scalable.
• Ensure compliance with relevant industry standards (e.g., ISO/IEC 27001), and respond to network incidents as they arise.
• Monitoring and support for user accounts and access.
- Network Installation and Configuration:
• Install and modify network hardware, including switches, routers, firewalls, and related components.
• Assist with implementing configuration processes and network changes based on approved requests.
• Support new site-to-site connections and other external network interfaces.
• Regularly update network documentation, including baseline diagrams and system configurations.
- Network Monitoring and Performance:
• Monitor the network for performance issues, identifying and addressing bottlenecks or capacity issues.
• Regularly report on network utilization and availability, comparing against service provider data to ensure accuracy.
• Perform trend analysis and generate reports covering various metrics, such as error rates, CPU usage, memory usage, and traffic loads.
- Network Security and Cybersecurity Management:
• Conduct vulnerability assessments and penetration testing to identify potential security gaps.
• Maintain and update cybersecurity protocols and systems, ensuring compliance with industry standards such as ISO/IEC 27001 and Cyber-JIF requirements.
• Provide ongoing staff training or training recommendations to improve cybersecurity awareness and best practices.
- Cloud Services Management:
• Assess cloud service options (e.g., IaaS, PaaS, and SaaS) and recommend appropriate solutions for the Borough's needs.
• Manage and optimize cloud resources, ensuring cost-effectiveness and operational efficiency.
• Oversee secure data migrations to the cloud, ensuring minimal disruption to operations. - Software Deployment and Support:
• Oversee the deployment of enterprise software solutions, including ERP and CRM systems.
• Provide end-user training and support during the software rollout.
• Ensure compliance with licensing and regulatory requirements related to all software implementations.
• Regular software updates and patch management in accordance with best practices.
Network Monitoring, Management, and Troubleshooting
• Network Performance and Incident Report: Monthly report covering network performance, issues, resolutions, and trouble ticket summaries.
• Trouble Ticket Log: Monthly summary of all escalated tickets and their resolution status, including details of significant network incidents.
- On-Site and Remote Support
• Support Summary Report: Quarterly summary of all service requests, including on-site and remote support logs, resolution times, and feedback.
- Network Monitoring, Performance, and Security
• Monthly Network Report: Includes network performance, utilization, and trend analysis, as well as vulnerability assessment and cybersecurity compliance updates.
• Cybersecurity Training and Compliance Documentation: Ongoing cybersecurity training materials and documentation proving compliance with standards.
- Cloud Services Management
• Cloud Solutions Report: Assessment and recommendations for cloud service options, migration plan, and monthly cloud performance optimization report.
- Software Deployment, Support, and Maintenance
• Software Deployment and Update Plan: Comprehensive deployment plan for new software, including training materials and patch management logs.
- Contract Period/Term: 3 years
- Pre-Proposal Meeting (Non-Mandatory) Date: March 13, 2025
- Questions/Inquires Deadline: March 17, 2025