The vendor is required to provide for comprehensive support services for student devices and other associated technology-related topics.
- The district currently supports approximately:
• 46,000 students
• 8,343 staff members
• 74 school sites
• 60,000+ devices, including Chromebook, laptops, iPad, MacBook’s, and Kajeet hotspot devices.
- Provide phone and email support to students and families, assisting with device troubleshooting, software/application issues, sis parent portal access and usage, hotspot connectivity, and general technology-related inquiries.
- District implements various technology-based initiatives that require inquiry solutions and support for our parents and students.
- Device types:
• Chromebooks touch and non-touch
• Kajeet – hotspots
• IPad
• PC laptops and MacBook’s
- Student information system: aeries
- Learning management system: google classroom
- Application portal: class link
- Email: Gmail
- Average monthly call volume: 250
- Collaboration tool used with district IT: Microsoft teams
- Bilingual help desk services
- Support coverage:
• Weekdays: 8 am – 10 pm (including us holidays)
• Weekends: 8 am – 8 pm
• Support languages: English and Spanish
• Support mediums: phone and email
• Callback on missed calls and voicemails
- Support topics
• Assist students and parents in resolving or identifying hardware issues with their assigned technology device.
• Troubleshoot and resolve application access or usage issues.
• Student information system portal support.
• Hotspot connectivity issues.
• Password resets and login support.
• Information and query calls about new and existing district student technology initiatives and processes.
• On-demand outbound support calls
- Infrastructure requirements
• Ticketing system with web portal, SLA tracking, incident/service/problem management
- Phone system with:
• Toll-free number
• IVR with English/Spanish queueing
• Voicemail support and detailed call records
• Reporting and dashboard tools to provide weekly, monthly, quarterly, and annual performance metrics
• Scalability to handle 5,000 calls/month - Reporting requirements
• Provide detailed reporting and dashboard data on support call metrics.
• Provide weekly, monthly, quarterly, and annual comparison metrics.
- Integrated communication & collaboration
• Establish streamlined escalation communication channels with the district's information technology team.
• Receive and disseminate periodic and ad-hoc training for new or updated district processes.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: June 2, 2025