CITY OF GOLETA, CALIFORNIA REQUEST FOR PROPOSALS INFORMATION TECHNOLOGY SUPPORT SERVICES

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1 CITY OF GOLETA, CALIFORNIA REQUEST FOR PROPOSALS INFORMATION TECHNOLOGY SUPPORT SERVICES I. PURPOSE The purpose of this Request for Proposals (RFP) is to solicit and select the most qualified consultant for information technology support services for the City of Goleta s computer and network system. The successful consultant shall have the knowledge, expertise, resources, and availability to provide comprehensive technical computer and network support. II. DISCUSSION The City of Goleta requests proposals for information technology support of approximately eighty (80) users as well as the City s network servers and a number of peripheral devices. The City places a high priority on consistent and comprehensive maintenance of the City s five (5) server units, one NAS device and over 70 workstations, including a satellite office with 6 workstations which is connected to City Hall via a VPN. The City requires two weekly site visits, typically two hours in length, during which the consultant will address service requests or other user issues/concerns. Among the most critical areas which need to be addressed on a weekly basis are: 1. Network support and security related issues, such as loss of connectivity to the network, system errors, and other issues which involve in-depth analysis and technical expertise. 2. Server administration, including thorough inspections of the five (5) servers to ensure that all data and s are backed up on a timely and consistent basis. 3. Review and installation of all available weekly system and anti-virus updates onto the server(s). 4. Consultation with City staff on methods and techniques to increase network capacity and system effectiveness, such as virus and spyware removal, the

2 RFP for IT Support Services Page 2 installation of spam filters or the preservation of available memory space. 5. On-call availability in the event that troubleshooting, repairs or other technical services are needed on days and at times outside of the scheduled weekly service. III. SCOPE OF TECHNICAL SERVICES The major components of the needed technical support are as follows: 1. Weekly review, scan, and deployment of patches and updates onto the City s servers. 2. Daily review of back-up logs for the data, and finance system servers, noting any errors or anomalies which may lead to improper back-ups. 3. Daily review of security and virus logs. 4. Resolution of user computer concerns, which typically range in number from 2 to 4 per day. 5. Analysis of available memory space within the system, deleting unneeded or duplicate files where applicable. 6. Creation of recommendations to City staff to ensure that the system operates at peak efficiency. 7. Overall inspection of servers and system to address any errors or potential issues which may degrade or impact overall performance. 8. Data recovery. 9. Connectivity between the City s server and smart phones utilized by staff and City officials to conduct City business. 10. Support of Microsoft Outlook through the addition and/or deletion of user profiles, creation of groups and shared calendars, general troubleshooting and resolution of user issues. 11. Special projects as needed, such as the purchase and installation of new desktop units, servers, network switches, printers, warranties, new software and software licenses. 12. Remote help desk support for OS, application support, and network and problems, including an online tracking system of service requests that can be accessed by City staff as needed.

3 RFP for IT Support Services Page Provision and management of anti-spam and anti-virus applications for workstations and the City s server. 14. Provision of an application that supplies remote access to City workstations. 15. Support to City staff in the utilization of the City s streaming media application, Granicus. 16. Posting of periodic updates to two City web sites. The sites in question are and Prior experience using WordPress and the Vision Internet CMS is preferable, but not required. 17. Response to requests for service within one (1) hour, with resolution of routine requests between four (4) to 48 hours. 18. Tracking and management of PC and printer inventory, as well as tracking of associated warranties. IV. PROPOSAL REQUIREMENTS The proposal shall clearly address all of the information requested herein. To achieve a uniform review process and obtain the maximum degree of comparability, proposals must be organized and contain the information specified below: 1. Introduction and understanding of the scope of services. 2. The scope of services to be offered and the company s approach to the information provided. 3. Experience and history of the company in providing information technology support services. 4. Brief company profile. 5. Description of the professional qualifications of the principals assigned to the City of Goleta. 6. Indicate number of staff available to provide services to the City of Goleta. 7. List of office locations and sample brochures and other promotional materials. 8. Cost proposal. Please provide the monthly cost for the proposed services over the contract term. The costs for all of the services outlined in the Scope

4 RFP for IT Support Services Page 4 of Services and Discussion sections above must be included in the cost proposal. Note any variances in costs within the term of the agreement. Also note any additional costs the City might face if additional data servers, desktop units, laptops, system users or other components were added to the City s existing system. 9. A list of three clients or jurisdictions which presently or previously contracted or utilized the consultant s services (preferably public agencies in Santa Barbara and/or Ventura County) within the last three (3) years. V. ADDITIONAL CONSULTANT RESPONSIBILITIES The consultant shall be responsible for completing the specified services in accordance with the City s Professional Services Agreement. A copy of the City s standard agreement is included. VI. TERM The term of the agreement shall begin on November 5, 2010, and shall end on November 5, The duration of the agreement will be five (5) years. Either party may terminate this agreement upon sixty (60) days written notice, with or without cause. VII. SUBMITTAL REQUIREMENTS Two copies of the proposal must be submitted no later than 4:00 p.m., on Thursday, September 30, It is the sole responsibility of the proposer to insure that their proposal is received by the deadline. Proposals received after the deadline will not be accepted. Postmarks and faxes are not acceptable. Proposals must be titled RFP for Information Technology Support Services. Proposals must be submitted to: Karen Dorfman Management Analyst City of Goleta 130 Cremona Drive, Suite B Goleta, CA Questions related to this Request for Proposal may be referred to Karen Dorfman at (805) Proposals not received on or prior to the date and time specified will not be considered. VIII. SELECTION CRITERIA Selection of a consultant to provide this service will be based on: Qualifications of the consultant.

5 RFP for IT Support Services Page 5 Knowledge of standard operating systems, network management and maintenance, hardware and software applications typically used in professional office settings. Scope of the services to be offered. Approach to providing information technology services. Responsiveness to City's needs, including availability. Cost of the service. IX. TENTATIVE TIMELINE The following dates are tentative with the goal of retaining an information technology consultant by November 5, 2010: September 30, 2010 Deadline for submission of proposals October 19, 2010 City Council consideration of award of contract November 5, 2010 Contract executed and consultant retained by City X. GENERAL INFORMATION This Request for Proposal does not commit the City of Goleta to pay costs incurred in the preparation of a response to this request. Services shall not commence until the Professional Services Agreement is executed by the City. All Proposals and responses to this Request for Proposal shall become the property of the City of Goleta. The method of payment upon negotiation of an agreement shall be monthly payments based upon satisfactory progress and the submission of requests for payments. NOTE: The City of Goleta reserves the right to accept or reject any and all proposals, or any portion of any proposal, or to waive any irregularities or informalities in the proposal or in the proposal process, or to make the award on the basis of that item or combination of items which, in its opinion, serves the best interest of the City of Goleta.

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