CITY OF ISSAQUAH REQUEST FOR PROPOSALS INFORMATION TECHNOLOGY SERVICE & SUPPORT DESK

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1 Issue Date: March 3, 2014 Due Date: 4:00 P.M., April 23, 2014 CITY OF ISSAQUAH REQUEST FOR PROPOSALS INFORMATION TECHNOLOGY SERVICE & SUPPORT DESK I. Introduction The City of Issaquah is soliciting proposals from qualified professional vendors for Information Technology Service and Support Desk functions. The qualified vendor will enable the City to significantly improve information technology (IT) effectiveness, enhance its quality of services, minimize its support cost, and maximize return on investment in IT. II. Background Information The City of Issaquah and the IT Department are undergoing change and city departments are looking to new technology to achieve efficiencies and provide needed services to citizens. This requires the IT department to refocus its efforts on implementing an Enterprise Architecture and to provide more service and support and a higher level of response than is currently in place today. The IT Department s current staff consists of 3 positions; an IT Manager, a Network/Systems Analyst and a Database Manager. Additionally, the Police Department has a dedicated e911 technician. In 2012, the IT Department documented processing over 1,200 support incidents. It is believed that this number is low as many employees call IT staff for direct support or request support from IT when they are in the field these support calls may often go unrecorded. Departments and Staff: The City of Issaquah currently has about 220 full time employees, in nine departments: Executive (including The Mayor s Office, City Clerk, Public Affairs, Community Services, Human Resources and IT) Development Services Economic Development Finance Office of Sustainability Parks & Recreation Police Public Works Engineering Public Works Operations III. Services Required The following details the services to be provided to the City of Issaquah in the area of information services:

2 The City of Issaquah (City) is currently soliciting proposals for comprehensive service and support of IT related help desk requests, which includes a system to identify & track all requests from inception to resolution. This includes four potential service models: 1. A shared service approach, where the vendor would be responsible for about 70 percent of incidents and the City would be responsible about 30 percent including all hardware repairs. 2. An outsourced support desk, where the vendor resolves 100 percent of the incidents and the City is responsible for all hardware repairs 3. An outsourced support and service desk, where the vendor resolves all incidents including all hardware repairs. 4. An insourced support and service desk, where the vendor is on site with the City and resolves all categories of incident including all hardware repairs. 5. Proposals may include modifications of these models for example a part-time insourced model that will cover less than 100 percent of either Desktop Support or Hardware Repair. Please see the table below for further explanation. Type of Request Model 1 Shared Service Model 2 Partial Outsource Model 3 Fully Outsource Model 4 Fully Insourced (on site in Issaquah) Desktop support Client services Vendor 70% City 30% Vendor 100% Vendor 100% Vendor 100% Hardware: Vendor 100% Vendor 100% Repair: City 100% City 100% Some departments, such the Police Department and Publics Works Operations, are 24/7 operations. For each of the above service models, proposals should include options for hours of support such as: 8:00 am 5:00 pm normal business hours 7:00 am 7:00 pm extended hours 24/7 for departments working around the clock (or some variation of the above)

3 The City seeks to implement a service and support desk that will enable IT staff to serve its customers with greater efficiency while enhancing internal operations. The solution should allow for future growth and deploy easily to the various departments using the service. Project Goals The goals for the Service and Support Desk are: Provide optimum levels of service and support for all City departments Reduce overloaded IT capacity by removing tier one work and possibly tier two work as discussed late in the TECHNOLOGY AND HELP DESK SCOPE AND EXPECTIONS section. Project Objectives The objectives for the Service and Support Desk are: Online employee access and self-service, including knowledge base; click to chat and other forms of access to help and information Prioritization and Service Levels aligned to different departmental needs For the first contact resolution to be the highest percentage of requests Adherence to the most current Criminal Justice Information System (CJIS) Security Policy allowing Public Safety to be included in the work. IN SCOPE ITEMS: Desktop support Client services OUT OF SCOPE ITEMS: Operational maintenance and patching on City applications Upgrades to the City applications Infrastructure / Network related support IV. Submittal Requirements The following information shall be required in the RFP submittal: 1. Proposal Length The RFP should be as succinct as possible, answering the points below, but not lengthy or containing excessive attachments. Proposals not following the format below, may not have all the documentation submitted be reviewed or considered. 2. Letter of Transmittal The letter is not intended to be a summary of the proposal itself. The letter of transmittal must contain the following statements and information: a. Company name, address, and telephone number(s) of the firm submitting the proposal. b. Name, title, address, address, and telephone number of the person or persons to contact who are authorized to represent the firm and to whom correspondence should be directed. c. Federal and state taxpayer identification numbers of the firm. d. Briefly state your understanding of the services to be performed and make a positive commitment to provide the services as specified. e. The letter must be signed by a corporate officer or other individual who is legally authorized to bind the applicant to both its proposal and cost schedule. f. Statement which indicates proposal and cost schedule shall be valid and binding for ninety (90) days following proposal due date and will become part of the contract that is negotiated with the City.

4 3. General Vendor Information Please provide the following information: a. Length of time in business b. Length of time in business of providing proposed services c. Total number of clients d. Total number of public sector clients e. Number of full-time personnel in: i. Consulting ii. Installation and training iii. Sales, marketing, and administrative support f. Location of headquarters and any field offices g. Location of office which would service this account 4. Proposal Overview Expectations - See attachment at the end of this proposal overview for the City s Technology Help Desk Scope and Expectations when considering this proposal. 5. Description of Services - Describe how your firm is positioned to provide the services listed above to provide help desk services and solutions, and provide a history of experience on providing similar services. 6. Training - The City views the best implementation as one that is only as good as it is usable; so also describe the training you will provide for IT staff and City staff from other departments that will be using and depending on this implementation. 7. Approach and Methodology - Describe your approach to providing Service and Support Desk services and your methodology for providing on-going support propose the best model for the City s IT department to adopt. 8. Contact Information - Provide the name, title, address, and telephone number of three references for clients whom you have provided similar services. Please provide information referencing the actual services provided, customer size (number of users), and the length of tenure providing services to this client. 9. Staff Resources Identify names of principals and key personnel who will actually provide the information technology services. Summarize the experience and technological expertise of these staff. Describe the role and responsibilities that each of these individuals will have. The local availability of staff that will be providing these services shall be an important consideration. 10. Subcontractors - Identify and list any consultants that will be subcontracted by you to perform any of the included work and specify what portions of the work will be done by subcontractors. Keep note that all subcontractors must be located in North America and provide a statement as to such. 11. Support Services Please answer the following: a. When is support available? (Indicate XX a.m. to XX p.m. in Pacific Time and the days of the week.) b. How are charges for support structured, documented, and tracked? c. Do you provide a toll-free support number? d. Please describe your problem escalation process, including: i. Initial problem identification (hand-off from help desk) ii. Triage for priority and severity of problem iii. Steps for resolving problem escalation when a solution is not forthcoming or an implemented solution is unsatisfactory iv. Final authority regarding conflicts e. Indicate your response time and goal and also your statistics regarding meeting that goal. 12. Prior Customer Experience - If your company has had a contract terminated for default during the past five years, all such incidents must be described. Termination for default is defined as notice to stop performance due to the vendor s nonperformance or poor performance; and the issue was either (a) not litigated or (b) litigated, and such litigation determined the vendor to be in default. If default occurred, list complete name, address and telephone number of the party. If NO

5 such terminations for default have been experienced by the vendor in the past five years, declare that. The City will evaluate the facts and may, at its sole discretion, reject the vendor s proposal if the facts discovered indicate that completion of a contract resulting from this RFP may be jeopardized by selection of this vendor. 13. Other Services - Beyond the scope of this RFP, what services (related or otherwise) does your organization provide that may be of interest to the City? 14. Proposal Summary Summarize your proposal and your firm s qualifications. Additionally you may articulate why your firm is pursuing this work and how it is uniquely qualified to perform it. Include other pertinent information that helps the City determine your overall qualifications. Your proposal summary is not to exceed two pages. 15. Cost of Services a. The proposal must contain a fee schedule that includes hourly rates for proposed services. b. Describe how your services are priced, and any specific pricing you are able to provide. c. Define any additional charges (e.g. travel expenses). d. Do you have any state contracts that the City of Issaquah would be able to utilize? 16. Statement Regarding Exceptions to the Request for Proposal Include a signed statement identifying any exceptions that the Vendor takes to the City s RFP, or declare that there are no exceptions taken to the RFP. V. Miscellaneous Proposal Requirements 1. Firms that fail to complete any of the requested steps in the proposal may be deemed incomplete or unresponsive and may not have the proposal considered. 2. The City reserves the right to clarify or change the RFP or issue addendums to the RFP at any time. The City also reserves the right to cancel or reissue the RFP. All such addenda will become part of the RFP. All such addenda will become part of the RFP. In the event that it becomes necessary to revise any part of this RFP, the City will notify via those venders that have submitted a Letter of Intent per Section VI. Letter of Intent for Proposal Submission and City Communications. 3. The City reserves the right to request that any Vendor clarify its proposal or to supply any additional material deemed necessary to assist in the evaluation of the proposal. Modification of a proposal already received will be considered only if the request is received prior to the submittal deadline. All modifications must be made in writing, executed and submitted in the same form and manner as the original proposal. 4. The City reserves the right to reject any and all proposals for any reason including failure to meet the requirements contained in this request for proposal, or to waive any such requirements, or to request additional information to confirm or clarify information contained in any proposal received, and to select the proposal which, in the City s sole judgment, best meets the needs of the City. The City may waive any minor informalities or irregularities contained in any proposal. 5. This request for proposal creates no obligation on the part of the City to award a contract or to compensate the proposer for any costs incurred during proposal presentation, response, submission, presentation, or oral interviews (if any). The City reserves the right to award a contract based upon proposals received without further discussion or negotiation. Proposers should not rely upon the opportunity to alter their qualifications during discussions. 6. The City further reserves the right to make such investigation as it deems necessary to determine the ability of proposers to furnish the required services, and proposers shall furnish all such information for this purpose as the City may request. 7. Proposers must specifically identify any portions of their submittals deemed to contain confidential or proprietary information, or trade secrets. Those portions must be separately labeled from the balance of the proposal.

6 8. The City will not reimburse proposers for any costs involved in the preparation and submission of proposals or for time associated with responding to requests for additional information nor for attendance at meetings to discuss the proposals. This request for proposal does not obligate the City to accept or contract for any express or implied services. The City reserves the right to negotiate regarding the terms and compensation for any proposal. The City reserves the right to request any proposer to clarify their response or to supply any additional material deemed necessary to assist in the evaluation, and to modify or alter any or all of the requirements herein. 9. Some information that may come into proposers possession, or knowledge in connection with investigating the City s request for proposals and responding to the request, is information that is exempt from disclosure to the public or other unauthorized persons. This includes information regarding the infrastructure and security of computer and telecommunications networks, consisting of security passwords, security access codes and programs, access codes for secure software applications, security and service recovery plans, security risk assessments, and security test results to the extent that they identify specific system vulnerabilities, and other such information the release of which may increase risk to the confidentiality, integrity, or availability of agency security, information technology infrastructure, or assets. Proposers shall take all reasonable efforts to keep such information private and shall consult with the City prior to responding to any request for any information regarding the proposers response to this request for proposals. All information and data furnished to the Vendor by the City, and all other documents to which the Vendor s employees have access during the term of the contract, shall be treated as confidential to the City. Any oral or written disclosure to unauthorized individuals is prohibited. 10. Under Washington state law, the documents (including but not limited to written, printed, graphic, electronic, photographic or voice mail materials and/or transcriptions, recordings or reproductions thereof) submitted in response to this RFP (the documents ) become a public record upon submission to the City, subject to mandatory disclosure upon request by any person, unless the documents are exempted from public disclosure by a specific provision of law. The City assumes no contractual obligation to enforce any exemption on behalf of a firm submitting proposals. 11. A final contract must be approved by the City Council and Mayor before work may begin. If the City and the desired vendor are unable to reach final agreement, the City may terminate negotiations with that firm and begin negotiations with the next desired firm, or may choose not to move forward with the project and terminate all negotiations. 12. A sample Professional Services Agreement is provided in attached Exhibit A. This document is for informational purposes only; do not submit this agreement as part of your qualification packet, it is included so that all firms understand the City s contractual requirements for this scope of work and the important clauses the vendor must abide by (review the attached sample agreement for specifics of all requirements). A few highlighted items to be aware of, as vendor must: a. Obtain a City business license and pay appropriate Business and Occupation Taxes. b. Provide a Certificate of Insured with Additional Insured Endorsement in the dollar levels and types of insurance specified, including Crime & Fidelity coverage. c. Agree to complete full Criminal Background Checks, including fingerprinting, on all vendor s employees and/or ensure such checks are done on all subcontracted firm s employees, that will work under this agreement for the Service and Support Desk for the City whether such assistance is provided on or off site.

7 d. Stipulate that any subcontracted work must be provided by firms/employees within North America only. e. Agree that all vendor s employees, or all subcontractor s employees, that will work under this agreement for the Service and Support Desk for the City will be required to individually sign the City s Anti-Harassment Policy, and Technology Resource & Usage Security Policy, (that the City also requires of each of its own employees) before each vendor or subcontractor s individual staff will be allowed to work with City staff or have access to the City s systems whether remotely or on site. 13. The City will require the final selected Vendor to comply with the Non-Disclosure Agreement requirements listed in the attached Exhibit B and sign this agreement as part of the final documents required before beginning work on this project. VI. Letter of Intent for Proposal Submission and City Communications Vendors wishing to receive additional communications regarding the RFP (i.e., replies to inquires from other vendors regarding the RFP), must provide a written Letter of Intent by 4:00 pm March 14, 2014 by attachment sent to the IT Manager - chrisg@issaquahwa.gov (providing the name, position, and address of the Vendor in which notifications may be sent). VII. Optional Meeting with IT Manager The IT Manager will be available to answer questions and/or discuss expectations at 1:00 pm, March 17, 2014 in Issaquah Trails Center located at 110 SE Bush Street, Issaquah, WA the IT Manager at chrisg@issaquahwa.gov by 7:30 AM March 17, 2014 if you intend to attend this meeting. If no s to attend this meeting are received by this date/time, the meeting will be cancelled. VIII. Evaluation Criteria and Process A selection committee will conduct an evaluation of qualifications and will rate each submittal based upon the following criteria: Experience Understanding of services to be provided Personnel expertise Compatibility with end users Project approach Satisfaction of clients/end users

8 MILESTONE DATE Release RFP March 3, 2014 Vendor Questions (if any) Due 4:00 pm March 10, 2014 Letter of Intent 4:00 pm March 12, 2014 Answers to RFP Questions Released 4:00 pm March 13, 2014 Notify IT Manager via if Intending to Meet 4:00 pm March 14, 2014 IT Manager Available to Meet With 1:00 pm March 17, 2014 Proposal Responses Due 4:00 PM Pacific Time 4:00 pm March 24, 2014 Finalists Selected April 4, 2014 Vendor Interviews (please reserve these dates) April 16 18, 2014 Vendor Selection Contract Negotiations Complete April 23 (Tentative) May 2, 2014 (Tentative) Contract Signed May 12, 2014 Work Begins Final Acceptance To Be Determined To Be Determined IX. Deadline for Submissions of Proposals The official proposal submission must be received by in.pdf format only no later than 4:00 pm March 24, at the address of the IT Manager shown below. In addition, three (3) copies of the proposal must be received by the City of Issaquah at the mailing address shown below one (1) copy should be submitted as a loosely-bound reproducible copy. All hard copy mailed proposals must be addressed as shown below and postal mailed or delivered to the appropriate place as shown below - marked as Information Technology Services and Support Desk Proposal. Proposals shall be delivered or mailed to: Envelopes Addressed as: City of Issaquah IT Service and Support Desk Proposal Mailed To (and must be received at City Hall on Due Date regardless of postal date): P.O. Box 1307 Issaquah, WA Dropped off in person at: 130 E. Sunset Way Issaquah, WA 98027

9 (425) (General Line) ELECTRONIC SUBMISSIONS IN PDF FORMAT MUST BE ED BY DUE DATE TO: Chris Givens IT Manager City of Issaquah P.O. Box E. Sunset Way Issaquah, WA (425) (Direct) Oral interpretations of the RFP specification are not binding on the City. Request for interpretation or clarification of the SFP specifications must be made in writing and submitted to the IT Manager listed above.

10 TECHNOLOGY HELP DESK SCOPE AND EXPECTATIONS HELP DESK SOLUTION OVERVIEW The focal point for this RFP is the City s need to implement a Help Desk system. To implement this system, The City of Issaquah desires to outsource the tier-one and tier-two support services consisting of a central call center, tracking system, and help desk technicians to assist users with their related data and system concerns. The selected vendor will track all trouble tickets or support requests using software that can also be utilized remotely by the City s internal Information Technology personnel (preferably via a web interface). Issues which cannot be resolved by the tier-one and tier-two support vendor in model one will be escalated to the City of Issaquah Information Technology Department (tier-three personnel). Tier-one support is defined as the provision of assistance for inquiries about the features, functions, and usage of hardware and commercial off-the-shelf software applications referenced below. Tier-two support involves a specialist group or groups of agents handling calls that are complex and/or have a significantly longer duration or resolution time than the calls handled by the front- line, tier-one agents. Tier-two agents require more technical knowledge than tier-one agents. Tier-two requirements may include on-site support as well as a lower level of administrative access to City of Issaquah systems. Tier-three support includes all calls that cannot be resolved by either tier-one or tier-two agents. Tier-three support calls would typically require higher-level administrative access and/or very specialized knowledge of Issaquah IT systems and will be handled by City of Issaquah internal IT staff in model one. The need also exists to provide the City of Issaquah staff with the tools and or vehicle to create, track, and query their requests for technology services. Ideally, this functionality would be made available to City staff via the Internet, using some type of web-based service. The contractor must use a trouble/call ticket tracking, reporting, and escalation system. Every call will be logged and tracked in the system to ensure a timely response and reliable escalation when necessary. The contractor will be responsible for managing and meeting the Service Level Agreement (SLA). Vendors should propose one or more SLA criteria/options and pricing for each, so that if selected, the desired SLA may be included in the final contract agreement. City Information Technology support personnel will also utilize the system to track escalated trouble tickets. City Information Technology management or staff may also initiate new trouble tickets by entering them electronically or via telephone to the helpdesk contractor. The call tracking system should also have a notification or alert system to easily identify and track aging calls that are approaching the SLA thresholds. The reporting capabilities of the tracking system are very important. The City of Issaquah will require the contractor to provide weekly call exception reports so that the City of Issaquah s Helpdesk Project Manager can intervene, if necessary. Monthly call summary reports are also required. These reports

11 should contain, at a minimum, the number of calls opened/closed, agency and user information, average response time, and average resolution time. Summary and real-time data should also be available to the City of Issaquah Information Technology management for ad-hoc reporting. Please note method of access and file formats available. Tier-one contractor personnel must have the technical expertise to meet the goal of resolving 70 percent of all user support issues without escalation to tier two personnel in model one. The primary hardware and software systems that are in use are listed below. This is not necessarily an all-inclusive list; however, contractors should include their technical capabilities (hardware and software products) in the proposals. Primary hardware and software systems in use and to be supported (vendors should indicate in proposals any items they cannot support and will therefore be transferred to the City of Issaquah tier-three personnel): Hardware: Laptop Ruggedized PC Apple Projectors Tablets Standard Software Microsoft Windows XP and Windows 7, Windows 8 (a few tablets) Microsoft Office 2010 & 2013 MS Project MS Visio Adobe Products (Reader, Acrobat, Photoshop, etc.) Internet Explorer, Firefox, Chrome browsers Major Applications CLASS Eden (soon to be replaced with MUNIS CRW Trakit Spillman Other Applications Used Throughout the City - See Appendix A Typical Break / Fix Issues - See Appendix B The contractor will manage the number of technicians and their technical specializations so that the SLA criteria can be met or exceeded. One essential criterion is that all user support calls be live-answered. Proposals should include live-answer timeframe options, such as: 30 seconds or less, 60 seconds or less or less than 2 minutes. Other than after hours, non-emergency calls, users should never be forwarded to a voice mail system.

12 The contractor will follow-up on closed tier-one and tier-two calls, generated by tier-one staff only, within 24-hours to ensure all issues have been addressed. The call will be reopened and/or escalated immediately if a problem was not sufficiently resolved. The contractor will indicate the method for measuring customer/user satisfaction and provide a Customer Satisfaction Survey/Report to the City of Issaquah every 30 days. All user feedback is to be documented in the call tracking database and any problems immediately reported to the City of Issaquah Helpdesk Project Manager. The specific SLA criteria should be proposed by the contractor to the City of Issaquah but include the above minimum requirements. Vendors may suggest changes or additions to the service requirements, if appropriate, and if it will benefit the users to be supported. TIER-ONE AND TIER-TWO SUPPORT REQUIREMENTS The tier-one and tier-two Help Desk system will be an out-sourced contact center to handle all incoming user support requests and will be outsourced to a service provider with an established call center facility and proven capabilities. The selected provider will handle all tier-one and tier-two user support and manage a call tracking system that all support personnel (contractor and City of Issaquah personnel) can access to monitor, update, or close cases. The goal is to have percent of all support contacts resolved by the service provider s staff in model 1 and 100 percent of all support contacts in models 2, 3 and 4. The contact center will experience the majority of helpdesk requests during normal City business hours from 8am-5pm PST Monday through Friday, however, proposals must include options for extended hours and on a 24/7 basis. Tier-three City of Issaquah Information Technology personnel will be available via pager/cell to handle after hours emergency support if necessary. The process for tier-one and tier-two helpdesk support is shown below. Contractors may suggest modifications to this process if it will enhance the services provided to the end user community. Tier-One/Tier-Two Help Desk Procedures Phone Live-answered within agreed about time. Log all customer/user information and create call/trouble ticket. customer verification of ticket creation. Help desk technician will determine if customer/user is on the VIP list as this could affect the time requirements for escalating the issue. Isolate problem, perform triage, and resolve problems reported by non-vip users within 15 minutes. Issues from VIP users would be resolved within 5 minutes. If the problem cannot be resolved within these time limits (5 or 15 minutes), follow the Escalation Procedures. The system should allow for multiple priorities: one for the customer s priority perception and the other priority based upon business impact. Once problem is resolved, close the ticket, note the detailed resolution and update knowledgebase. Customer/user for each closed ticket will be contacted by tier-one personnel within 24 hours to ensure satisfaction. Currently, City staff is sent a service survey automatically when their trouble ticket is

13 closed. This survey is performed whether the issue was handled by tier-one or tier-two (vendor) or tier-three (Issaquah) support staff. All user feedback is to be documented in the vendor provided call tracking database and any problems immediately reported to the Issaquah Information Technology Helpdesk Project Manager. Proposed Escalation Procedures Helpdesk tickets will be escalated to the tier-two agents if the tier-one support technician is unable to resolve the issue within 15 minutes (or 5 minutes for VIP users). Tier-two technicians will accept the trouble ticket and immediately contact the customer.. VIP calls should be transferred from the tier-one technician directly to a tier-two technician while the user is on the phone. If this is not possible (no tier-two available at that time), tier-one support should page the tier-two VIP technician(s) and indicate to the user that a tier-two technician will be paged immediately. If the problem cannot be quickly resolved remotely, the tier-two technician may work with the customer in person. Once an issue is resolved, the tier-two technician will close the ticket, note the detailed resolution and update the knowledgebase. Helpdesk cases will be escalated to tier-three Information Technology personnel if the tier-two agent is unable to resolve the issue within an escalation timeframe for model one. Using a service survey mechanism, tier-one support will contact customer/user for each closed ticket within 24 hours to ensure satisfaction. All user feedback is to be documented in the call tracking database and any problems immediately reported to the Issaquah Technology Helpdesk Project Manager. HELP DESK SOLUTION DELIVERABLES The successful Contractor will provide the following deliverables relating to help desk services: Tier-one and tier-two support services as detailed in this RFP. Provide toll free (or local) telephone number where all support requests will be directed. A call management/tracking system utilizing the Information Technology Infrastructure Library ITIL service management for use by contractor and the City of Issaquah Information Technology personnel. Documentation and training to the City of Issaquah Information Technology personnel on the use of the call tracking system. A quick reference and/or documentation to be provided to users on the usage and procedures for the new call center/support system. This documentation should provide phone numbers, hours of support, anticipated response times, escalation procedures, and procedures for initiating support (including any alternative methods of getting support such as or web-based support requests). Weekly exception and monthly call summary reports. SLA criteria and achievements will be reported on a monthly basis with both monthly and year-to-date averages. Conduct regular, periodic status meetings with City of Issaquah Help Desk Project Manager and other key IT Management. Follow-up calls or some other form of survey device to each user (per closed incident/ticket) to ensure satisfaction.

14 Provide satisfaction reports based on follow-up calls monthly. Appendix A Application/System E-Copy File Pro FTR Gold AV Pro SignalCastIP Radio Globecaster TightRope Windows Media Services Bluebeam Daily Inspection Schedule IQUEST IBC/IRC SecureAccess Business License Portal DOL Business License DOL Tax Tools Barracuda Archiver Barracuda Spam & Virus Barracuda Web Filter EIOBoard Lynx Timesheets Trakit Various Adobe Applications Court Cashier JIS Jury Master PSE Utility Manager BACtalk BECsys Cricket Event Schedule kiosk GroWeather Invoice DB Keystone 6000n MyParks&Rec Bridgeworks DOT E-forms InfoSewer Department City Clerk City Clerk City Clerk Communications Communications/ Public Works Operations Communications Communications Communications Development Services Development Services Development Services Development Services Finance Finance Global Global Global Global Global Global Global Global Municipal Court Municipal Court Municipal Court Office of Sustainability Parks Parks Parks Parks Parks Parks Parks Parks Public Works Engineering Public Works Engineering Public Works Engineering

15 InfoWater ITS Actra Synchro TracoNet Bartender ID Card System MyStateUSA AutoCAD MobiControl Tokay Navigator WinCC Code on Time MS ActiveSync Remote Desktop SQL Server Management Studio Webalo Visual Studio Public Works Engineering Public Works Engineering/Public Works Operations Public Works Engineering/Public Works Operations Public Works Engineering Public Works Operations Public Works Operations Public Works Operations Public Works Operations Public Works Operations/Public Works Engineering Public Works Operations Public Works Operations Public Works Operations Public Works Operations Public Works Operations Public Works Operations Public Works Operations Public Works Operations Public Works Operations

16 Appendix B TYPICAL BREAK/FIX ISSUES Outlook Network Share Drive Mapping Printing o Setup o Adding o Jams o Fuser Failed o Print Jobs stuck in queue o Label printer not working Can t view DVD Scheduling Excel Freezing Computer Freezes when download a form from internet Mouse problems One of two monitors not displaying Need special fonts installed Docking Station not working Laptop locks up when sitting idle Acrobat not working (can t create PDF) Application Issues o Can t get to JIS o Can t use Stancil o Camera site not allowing access o Can t Print from Eden o Can t Connect to Calsense o New version of software installation o Can t log into radio station o Pelco is hanging when attempting to access archive o JABS not working o Can t Log on to Class Slow Computer All my desktop shortcuts disappeared Camera System not working Need Help loading software Can t adjust screen font size Need Flash Update Can only open read only version of a document (not prompting for password) Had virus warning Search Function not working Laptop and netmotion issues Setup Desktop Shortcuts Connectivity Logon issues

17 Duress Alarm Account Lockout Install Downloaded software Need GIS Viewer Can t access intranet Outlook not behaving Mapped Drives Missing Outlook Signature Incorrect Calendar Issues VPN Access File Associations Bounce Back Long Login Times Speakers not functioning Saving Info Path Templates Groups

18 EXHIBIT A INFORMATION FOR RFP ONLY * * * DO NOT SIGN * * * CITY OF ISSAQUAH PROFESSIONAL SERVICES AGREEMENT for INFORMATION TECHNOLOGY SERVICE & SUPPORT DESK SERVICES THIS AGREEMENT, is made and entered into this day of, 2, by and between the CITY OF ISSAQUAH, a Washington municipal corporation, hereinafter referred to as the "CITY" and hereinafter referred to as the "SERVICE PROVIDER". WITNESSETH: WHEREAS, the CITY desires to have certain services and/or tasks performed as set forth below requiring specialized skills and other supportive capabilities; and WHEREAS, the SERVICE PROVIDER represents that the SERVICE PROVIDER is qualified and possesses sufficient skills and the necessary capabilities, including technical and professional expertise, where required, to perform the services and/or tasks set forth in this Agreement. NOW, THEREFORE, in consideration of the terms, conditions, covenants, and performance contained herein, the parties hereto agree as follows: 1. SCOPE OF SERVICES The SERVICE PROVIDER shall perform such services and accomplish such tasks, including the furnishing of all materials and equipment necessary for full performance thereof, as are identified and designated as SERVICE PROVIDER responsibilities throughout this Agreement and as detailed in the attached Scope of Work, Exhibit A, and accompanying documents of the exhibit, attached hereto and incorporated herein (the "Project"). 2. TERM The Project shall begin no earlier than, 2, and shall be completed no later than, 2, unless sooner terminated according to the provisions herein. 3. COMPENSATION AND METHOD OF PAYMENT A. Payments for services provided hereunder shall be made following the performance of such services, unless otherwise permitted by law and approved in writing by the CITY. The budget for the services provided under this agreement, including any applicable sales - 1 -

19 tax, shall be negotiated and referenced in the project scope (Exhibit A) on an annual budgeted not to exceed basis of $ ; or on either a time and materials basis of fixed fee depending on the type of project scope at the fixed cost of $. B. No payment shall be made for any service rendered by the SERVICE PROVIDER except for services identified and set forth in this Agreement. C. The SERVICE PROVIDER shall submit to the City's supervising Project Manager on forms approved by the Finance Director, a voucher or invoice for services rendered during the pay period. The CITY shall initiate authorization for payment after receipt of said approved voucher or invoice and shall make payment to the SERVICE PROVIDER within approximately thirty (30) days thereafter. 4. REPORTS AND INSPECTIONS A. The SERVICE PROVIDER at such times and in such forms as the CITY may require, shall furnish to the CITY such statements, records, reports, data, and information as the CITY may request pertaining to matters covered by this Agreement. All of the reports, information, data, and other related materials, prepared or assembled by the SERVICE PROVIDER under this Agreement and any information relating to personal, medical and financial data will be treated as confidential only as allowed by Washington State laws regarding disclosure of public information, Chapter 42.56, R.C.W. B. The SERVICE PROVIDER shall at any time during normal business hours and as often as the CITY or State Examiner may deem necessary, make available for examination all of its records and data with respect to all matters covered, directly or indirectly, by this Agreement and shall permit the CITY or its designated authorized representative to audit and inspect other data relating to all matters covered by this Agreement. The CITY shall receive a copy of all audit reports made by the agency or firm as to the SERVICE PROVIDER'S activities. The CITY may, at its discretion, conduct an audit, at its expense, using its own or outside auditors, of the SERVICE PROVIDER'S activities which relate, directly or indirectly, to the Agreement. 5. INDEPENDENT CONTRACTOR RELATIONSHIP A. The parties intend that an independent contractor relationship will be created by this Agreement. The CITY is interested primarily in the results to be achieved; subject to paragraphs herein, the implementation of services will lie solely with the discretion of the SERVICE PROVIDER. No agent, employee, servant or representative of the SERVICE PROVIDER shall be deemed to be an employee, servant or representative of the CITY for any purpose, and the employees of the SERVICE PROVIDER are not entitled to any of the benefits the CITY provides for its employees except as otherwise expressly provided herein. The SERVICE PROVIDER, an independent contractor, will be solely and entirely responsible for its act and for the acts of its agents, employees, servants, subcontractors or representatives during the performance of this Agreement. B. In the performance of the services herein contemplated the SERVICE PROVIDER is an independent contractor with the authority to control and direct the performance of the details of the work, however, the result of the work contemplated herein must - 2 -

20 meet the approval of the CITY and shall be subject to the CITY's general rights of inspection and review to secure the satisfactory completion thereof. C. While the SERVICE PROVIDER is an independent contractor, the CITY reserves the rights to have the SERVICE PROVIDER S employees, and/or those of a subcontractor s employees, adhere to CITY policies while working under this agreement; including, but not limited to background checks, certain CITY employee policies, and whatever else is deemed by CITY to hold SERVICE PROVIDER S employees to the same standards under this agreement. 6. SERVICE PROVIDER EMPLOYEES/AGENTS A. The CITY may at its sole discretion require the SERVICE PROVIDER to remove an employee(s), agent(s) or servant(s) from employment on this Project. The SERVICE PROVIDER may however employ that (those) individuals on other non-city related projects. B. The SERVICE PROVIDER must complete full Criminal Background Checks, including fingerprinting, on all employees (and ensure the same is done for any subcontractor s employees) working under this agreement. If any criminal activity is found on such background checks/fingerprinting, those findings must be reported to the CITY and the CITY has, at its full discretion, to allow or not allow any such SERVICE PROVIDER or subcontractor s employees to work under this contract for the CITY, on or off site, if it is deemed that the SERVICE PROVIDER S or subcontractor s employee(s) does not meet the current CITY standards that the CITY holds its own employees to that have been crafted to protect the CITY and its employees. C. SERVICE PROVIDER agrees that all SERVICE PROVIDER or subcontractor s employees to work under this contract for the CITY, on or off site, will individually sign the CITY S (1) Anti-Harassment Policy, and (2) Technology Resource & Usage Security Policy (that the CITY requires of its own staff to ensure employee and system safety) before SERVICE PROVIDER or subcontractor s employees will be allowed to work with CITY staff or have access to the CITY S systems, whether remotely or on site. D. SERVICE PROVIDER agrees to sign a Non-Disclosure Agreement (Standard Reciprocal) with the CITY before starting work under this agreement; and will inform all its employees of the terms of this agreement to ensure their individual compliance. SERVICE PROVIDER agrees that if a subcontractor is wished to be used, the SERVICE PROVIDER will notify the CITY and subsequently the CITY will require any subcontractor working under this agreement to also sign a Non-Disclosure Agreement. E. SERVICE PROVIDER warrants and attests that any employee or subcontractor s employees are employed within North America only while working under this agreement. No outsourcing/subcontracting to non-north American countries will be allowed under this agreement at any time and will be considered a breach of contract if it occurs without written permission of the CITY and entered into this agreement by mutual Addendum. 7. HOLD HARMLESS AND INDEMNIFICATION A. The SERVICE PROVIDER shall indemnify and hold the CITY and its agents, employees, and/or officers, harmless from and shall process and defend at its own expense any - 3 -