The Vendor is required to provide agency platform, which is a custom-built platform using Drupal that hosts a content management system (CMS).
- Conduct a design audit of the current agency platform to establish a baseline understanding of the platform’s branding/visual elements, content, and navigation and identify any areas for improvements to meet user needs and align with industry best practices.
- Conduct a Technical Audit of the current agency Platform to establish a baseline understanding of Platform functionality, accessibility, and security and identify any areas for improvements to increase performance.
- Provide ongoing maintenance and technical support services including but not limited to:
• Corrective maintenance to conduct root-cause analysis and bug-fix isolation and resolution of any Platform problems.
• Website/Platform monitoring to assess platform availability, performance, and other meaningful performance metrics.
• Preventative maintenance including analyzing and taking steps to prevent potential problems including applying security patches and renewing security certificates.
• Performance management and maintenance to maintain current system level performance and resolve any system performance deterioration.
• Knowledge management by recording, storing, and retrieving information to assist in the resolution of problems.
• Website support that ensures the department can use, maintain and administer the platform, including monitoring, development, and analytics tools.
- Provide department access to an issue-tracking system to allow monitoring of the status of all problem reports, inquiries, and other types of support requests.
- Provide monthly reports on relevant metrics including:
• Issue response times
• Issue resolution times
• Website and Platform availability (uptime)
• Other relevant metrics as agreed upon
- Maintain sufficient on-staff expertise to address Platform evolution/enhancement requests.
- Contract Period/Term: 3 years
- Questions/Inquires Deadline: March 21, 2025