RPVCCA_CC_SR_2015_05_05_06_Agreement_With_Prosum_For_IT_ServicesCITY OF
RANCHO PALOS VERDES
MEMORANDUM
TO: HONORABLE MAYOR & CITrbcl NCIL MEMBERS
FROM: DAN LANDON, IT MANAGER `V,
DATE: MAY 5, 2015
SUBJECT: AGREEMENT WITH PROSUM FOR INFORMATION
TECHNOLOGY SERVICES (Supports 2014 City
Council Goal #4, Government Efficiency,
Accountability, Fiscal Control, Transparency and
Oversight.)
REVIEWED: DOUG WILLMORE, CITY MANAGER A/�'j
CAROLYNN PETRO, ACTING CITY MANAGE
RECOMMENDATION
Authorize the Mayor and City Clerk to sign an agreement with Prosum, Inc. for IT
Services for four (4) years with a maximum cost of $808,572 consisting of $172,380 per
year for base services, a ten (10) percent contingency for possible additional services
and a one-time charge of $50,100 for transitional services. In addition, two (2) optional
one (1) year contract extensions with a maximum amount of $189,618 each year
consisting of $172,380 for base services plus a ten (10) percent contingency for additional
services charges.
BACKGROUND
Municipalities have a wide array of technologies requiring differing areas of expertise.
Broadly categorized, technology used in a City government includes traditional
information technology categories like help desk support, systems administration, voice
and communication, networking and routing and website technologies. An area of
technology not typically serviced by traditional IT services providers is the comprehensive
Audio Visual environment in place at the City, including support for the RPVty television
station equipment and the AN related hardware throughout City locations including the
AGREEMENT WITH PROSUM FOR INFORMATION TECHNOLOGY SERVICES
MAY 5, 2015
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Point Vincente Interpretive Center museum. In addition, a sophisticated municipal
Geographic Information System (GIS) is typically serviced either by City staff or a Service
Provider that specializes in GIS support.
In December 2014, Staff recommended and City Council agreed that support for
traditional Information Technology (IT) services should be separated from Audio Visual
(A/V) services and GIS Services for the purposes of this RFP. Audio Visual Services are
planned to be transferred to RPVty station personnel in an effort to consolidate A/V for
cost savings and better control over strategic direction. GIS services were to be dealt
with after the IT Services RFP, and in a subsequent meeting on April 21, 2015 City
Council approved the GIS support model as including a part-time GIS Coordinator along
with the issuance of an RFP for extra GIS assistance as needed.
The IT Services RFP process was a cooperative effort designed to solicit the most
qualified services provider for the best cost using a comprehensive and unbiased
processes that included unaffiliated IT experts with separate accountability for the major
steps in the process working with City Council and Staff.
• Step 1 Environmental analysis and documentation — Nexlevel Technology
o October through December 2014
• Step 2 Bid Solicitation document — Nexlevel Technology
o November and December 2014
• Step 3 RFP Released to the Public and question and answer sessions — Staff
o January 14, 2015 through February 20, 2015
• Step 4 Acceptance and review of RFP submittals —11T RFP Review Committee
o March 3, 2015
o The Bid Solicitation and Review Committee included Councilman Jerry
Duhovic in an advisory and monitoring capacity, the City IT Manager, Dan
Landon, Ken Watts Consulting, and three (3) Independent local municipality
IT Managers or Directors.
• Step 5 IT Service Provider selection — City Council, Staff
o March 17, 2015
On March 17, 2015 Staff presented City Council with a final report and recommendations
based on comments from the IT RFP Review Committee for the selection of an IT
Services Provider. The selected provider was Prosum, Inc (Prosum) and the City Council
authorized negotiations for a four (4) year initial term agreement with two (2), one (1) year
optional extensions.
DISCUSSION
Negotiations with Prosum began on April 8, 2015 and included input from City Council,
the City Manager and Deputy City Manager, and the City IT Manager. Specific topics of
concern included, insuring that our on-site to remote assistance mix was maximized to
2
AGREEMENT WITH PROSUM FOR INFORMATION TECHNOLOGY SERVICES
MAY 5, 2015
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reduce cost as low as possible while still maintaining the highest level of support. Insuring
that City systems remain secure and available while providing quality support to staff who
are performing the work required of the City. Insuring the agreement provided for a broad
range of support in order to reduce the likelihood of any unexpected additional services
fees. Insure Service Level Agreements (SLA's) are robust enough to accurately report
on the health of all critical technical categories and the level of support provided, while
not being so onerous on the Service Provider that there is a noticeable increase in cost
related to tracking and reporting.
Considerable time was spend discussing technology support levels. The City has
enjoyed quick response from PVNET for over 18 years because of their onsite technical
presence, and this change in provider would require a mix of both remote and onsite
support. The initial design in the RFP was to have two (2) full time support staff onsite at
City Hall supported as needed by remote personnel. After looking into the various costs
and benefits of the different models, it was determined that one (1) onsite help desk
technician per day supplemented by a higher level engineer one (1) day per week along
with the Prosum IT Manager for a partial day once a week was both adequate from a
support level standpoint and would lower our cost to the lowest point possible taking into
account the City's system sophistication. Any further reduction in onsite support would
not reduce cost further because it would just push support requests and equivalent cost
to the Prosum remote support desk.
Base costs were reduced through negotiation from an initial proposal bid of approximately
$246,000 to $185,000 as proposed to City Council in March 2015, and finally to $172,380
after negotiations as noted in this agreement. While the agreement was designed to
cover a broad range of services, there will be support activities that are not covered in the
agreement known as additional services costs. Any additional services costs must be
approved in advance by the City IT Manager. Staff is including a maximum ten (10)
percent contingency request for those costs. There is also a one-time $50,100 fee for
comprehensive transition services to take place primarily in FY14-15 in which Prosum
Engineers and Management will spend considerable time onsite meeting with City Staff,
documenting systems and mirroring PVNET staff in order to be ready to begin service on
July 1, 2015.
The City provided all proposers with a comprehensive list of current and planned systems
and services in the RFP. That list was used by Prosum in setting their fee, and it formed
the basis for the covered scope of services. Broadly, Prosum would support all current
and identified new systems. Negotiations broadened the scope in some ways and also
clarified some limitations. For example, annual environmental growth of ten (10) percent
or less, new systems identified on the RFP, and new systems that replace old systems
will not trigger any new base support costs. There will however be times where
assistance is required for the implementation of new systems or for emergency after
hours service among others and that would trigger additional services costs. Those costs
are clarified specifically in this agreement to lower the risk of unexpected extra charges.
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AGREEMENT WITH PROSUM FOR INFORMATION TECHNOLOGY SERVICES
MAY 5, 2015
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Finally, there were a comprehensive set of Service Level Agreements identified in the
initial release of the RFP. During negotiations it was noted that some of those
measurements were overly onerous on the Service Provider. During negotiations, effort
was made to clarify or simplify the reporting process on several SLA's including server
uptime and the level of service for specific priority categories. The agreement maintains
the high level of reporting and service expected of the Services Provider while simplifying
the reporting mechanisms.
FISCAL IMPACT
The FY14-15 cost for IT services was $210,000 for the base contract with PVNET. The
FY15-16 agreement with Prosum will be $172,380 for the base contract. If additional
services are estimated to be roughly the same and taking into account approximately
$13,000 for our upgraded commercial systems that were previously hosted by PVNET,
the total general fund savings related to IT Services are estimated to be approximately
$25,000. The cost of this agreement will be included in annual Information Technology
budgets submitted to City Council for approval going forward through the term of the
contract.
Attachments:
Exhibit A Prosum Agreement (page 5)
11
INFORMATION TECHNOLOGY SERVICES AGREEMENT
BY AND BETWEEN
CITY OF RANCHO PALOS VERDES, CALIFORNIA
AND
VENDOR, PROSUM, INC.
ENTERED PURSUANT TO CITY OF RANCHO PALOS VERDES IT SERVICES RFP
SOLICITATION ISSUED JANUARY 4, 2015
5
Table of Contents
INFORMATION TECHNOLOGY SERVICES AGREEMENT..........................................................................3
1.0
TERM............................................................................................................................................
3
2
FEES FOR SERVICES AND TERMS OF PAYMENT......................................................................4
3
TERMINATION..................................................................................................................................7
4
CITY FACILITIES AND SUPPLIES..................................................................................................9
5
MULTI -VENDOR ENVIRONMENT...................................................................................................9
6
CHANGE MANAGEMENT................................................................................................................9
7
LICENSES AND PERMITS.............................................................................................................10
8
KNOWLEDGE TRANSFER AND BEST PRACTICES....................................................................10
9
TECHNOLOGY AND PROCESS EVOLUTION..............................................................................10
10
CITY AND VENDOR SYSTEMS.................................................................................................11
11
CONFIDENTIALITY....................................................................................................................13
12
REPORTS...................................................................................................................................14
13
SME REVIEWS...........................................................................................................................14
14
ENHANCEMENT OF IT CAPABILITIES AND EFFECTIVENESS.............................................15
15
[RESERVED]...............................................................................................................................15
16
SERVICE LEVEL PERFORMANCE STANDARDS....................................................................15
................................................................................................................................................................15
17
SHARED INFRASTRUCTURE...................................................................................................16
18
STRATEGIC CONTROL.............................................................................................................16
19
MONITORING AND IMPROVEMENT........................................................................................16
20
VENDOR PERSONNEL..............................................................................................................16
21
REMOVAL AND REPLACEMENT OF VENDOR PERSONNEL................................................19
23
MINIMUM PROFICIENCY LEVELS AND TRAINING FOR VENDOR PERSONNEL ................20
24
SUPERVISION AND CONDUCT OF VENDOR PERSONNEL..................................................21
25
INSURANCE...............................................................................................................................
21
Vendor shall procure and maintain for the duration of this Agreement insurance against claims for
injuries
to persons or damages to property which may arise from or in connection with the performance
of the Services hereunder and the results of those Services by the Vendor, its agents, representatives,
employees or subcontractors. Coverage shall be at least as broad as: ................................................
21
26
COMPLIANCE WITH CITY RULES............................................................................................22
27
TURNOVER RATE AND DATA FOR VENDOR ON-SITE PERSONNEL..................................23
28
ELECTRONIC INCIDENT REPORTING....................................................................................23
29
REDUCTION IN COSTS OF SERVICES DELIVERY.................................................................23
30
INCIDENTAL EXPENSES..........................................................................................................24
31
INDEMNIFICATION....................................................................................................................24
32
LIMITATION OF LIABILITY.........................................................................................................25
33
DISPUTE RESOLUTION............................................................................................................25
34
WITHHOLD REMEDY.................................................................................................................26
35
SECURITY AND REVIEWS........................................................................................................27
36
BILLING ADJUSTMENTS...........................................................................................................27
37
CONFLICT OF INTERESTS.......................................................................................................27
38
INFORMATION FURNISHED TO CITY......................................................................................28
39
PROTECTION OF CITY PROPERTY........................................................................................
28
40
COMPLETENESS OF DUE DILIGENCE ACTIVITIES...............................................................28
41
AUDIT, INSPECTION, AND EXAMINATION OF RECORDS.....................................................28
42
SUBCONTRACTORS.................................................................................................................30
43
CITY REFERRALS AND AS A REFERENCE SITE...................................................................
31
44
ADVERTISEMENT......................................................................................................................31
45
GENERAL...................................................................................................................................
31
City o Rancho Palos Verdes— Information Technology Services Agreement 1775793
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INFORMATION TECHNOLOGY SERVICES AGREEMENT
The CITY OF RANCHO PALOS VERDES, a municipal corporation organized and existing under the laws of
the State of California, with offices located at 30940 Hawthorne Blvd., Rancho Palos Verdes, California
90275 (hereinafter "City"), and Prosum, Inc., a California corporation with offices located in EI Segundo,
California (hereinafter "Vendor"), hereby agree to and enter into this Information Technology Services
Agreement ("Agreement") on May 18, 2015 (herein referred to as the "Effective Date"). This Agreement
is made pursuant to Vendor's Response to Proposal dated February 20, 2015 and Prosum's Response to
Clarification Document dated March 7, 2015 (collectively "Proposal") to the City's IT Services Request for
Proposals (RFP) Solicitation dated January 14, 2015 (the "RFP"). The terms and conditions that follow set
forth the rights and obligations of the Parties with respect to the performance by Vendor of information
technology support services ("Services") defined in the Scope of Work attached hereto as Exhibit A ("Scope
of Work"). Exhibit B hereto, Service Level Agreements, shall govern Vendor's level of services to be
provided. Except as otherwise defined herein, Exhibit C, Definitions, attached hereto, defines terms used in
this Agreement and Exhibits. The Proposal and the RFP are attached hereto as Exhibits D and E,
respectively. Exhibits A through E, inclusive, are incorporated herein by this reference as though set forth in
full and made a part hereof.
City and Vendor (each, a "Party"; collectively, the "Parties") agree as follows:
1.0 TERM
The Initial Term of this Agreement shall be for four years (48 months) and shall commence on July 1,
2015 ("Commencement Date") and shall continue in effect for four years (48 months) through and
including midnight on June 30, 2019 ("Expiration Date"), unless earlier terminated as provided herein.
The period from the Commencement Date to the Expiration Date is the "Initial Term." The City may, at
its option, extend by means of one or more amendments the Initial Term of this Agreement for
additional consecutive period(s) of time, with the total contract Initial Term and Extended Terms (as
defined in Section 1.2 below) not to exceed a total of six (6) years, or through and including midnight on
June 30, 2021.
1.1 Renewal Proposal. No later than twelve (12) months prior to the expiration of the Initial
Term, Vendor shall provide the City with a comprehensive written proposal for renewing the
Agreement. Such document shall include, at a minimum, (i) the proposed length of an
extended agreement; (ii) any proposed modifications to the terms, conditions and pricing
set forth in this Agreement that will apply during the Extended Term; and (iii) revised Scope
of Work supporting the Services to be provided during the Extended Term.
1_2 Extended Term. At the City's request, the Parties shall meet within thirty (30) days of
Vendor's receipt of City's notice of the City's intention to renew this Agreement to negotiate
modifications to the terms and conditions of this Agreement. If such negotiations are not
requested or if the negotiations do not result in an agreement on different terms and
conditions by sixty (60) days prior to the expiration of the Initial Term, City may elect to
extend the term of this Agreement for up to two (2) additional consecutive terms, each of
which, will be twelve (12) months (each, an "Extended Term") and the then -existing terms
and conditions of this Agreement shall remain unchanged and in full force and effect during
each such Extended Term. The Initial Term and any Extended Term(s) shall be referred to as
the "Term." The City shall exercise its extension option(s), if at all, by providing Vendor
City o Rancho Palos Verdes— Information Technology Services Agreement 1775793 3
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written notice of its intention to exercise an extension no later than thirty (30) days prior to
the expiration of the Initial Term or the then expiring Extended Term; provided, however,
that the City's notice of its intention to extend the term of this Agreement for each
extension shall be expressly conditioned upon and subject to the approval by the City
Council, in its sole and absolute discretion, of an amount sufficient to pay the compensation
set forth herein for each Extension as part of its annual budget approval process prior to the
beginning of each Extended Term. While the Parties acknowledge that the City is required
to give its notice of intention to extend the term of this Agreement not later than thirty (30)
days prior to the Expiration Date or then current Extension, it is possible that the City
Council's approval of its annual budget and appropriation of funds for the Extension in
question may occur thereafter. Accordingly, if the City Council fails to approve and
appropriate funds sufficient to pay the amount of compensation set forth herein for an
Extension, this Agreement shall terminate and be of no further force and effect as of the
expiration of the Initial Term or the then current Extension. Notwithstanding anything in
this provision to the contrary, in the event the City gives the Vendor written notice
exercising an Extension and the City receives notice that appropriation of funds for the
Extension in question are not available after the Vendor has performed services under an
Extended Term, the City agrees that the Vendor will be equitably compensated for all
services performed under any portion of an Extension through the date of termination of
the Agreement. Except as specifically set forth herein, the terms and conditions of each
Extension will be the same. Such notice shall include the length of the relevant Extended
Term.
2 FEES FOR SERVICES AND TERMS OF PAYMENT
2.1 Fees for Service. Beginning on the Effective Date and continuing thereafter throughout the
Term, City agrees to and shall pay to Vendor the amounts set forth in Exhibit B, Section 3.2
Pricing and Fees. Fees payable under this Agreement shall not exceed the following
amounts:
2.1.1 The amount of $50,100 (fifty -thousand one hundred dollars) for transition
services for the transition period extending from May 18, 2015 through June 30,
2015;
2.1.2 For each fiscal year of the Initial Term, the amount of $172,380 (one hundred
seventy-two thousand three hundred eighty dollars) for base contract services,
plus a 10% contingency for potential services outside the scope of the
Agreement, or a maximum of $189,618 (one hundred eighty-nine thousand six
hundred eighteen dollars) for each fiscal year of the Initial Term, or a total of
$758,472 (seven hundred fifty-eight thousand four hundred seventy-two
dollars) for the Initial Term; and
2.1.3 For each Extended Term, the amount of $172,380 (one hundred seventy-two
thousand three hundred eighty dollars) for base contract services, plus a 10%
contingency for potential services outside the scope of the Agreement, or a
maximum of $189,618 (one hundred eighty-nine thousand six hundred eighteen
dollars) for each Extended Term.
2_2 Payment. Monthly fees shall be due and payable on the first day of each and every month
during the Term. Fractional months shall be prorated. Payment for Supplemental Services,
if any, shall be based upon deliverables as negotiated, invoiced monthly and due thirty (30)
days from the receipt and the approval by the City of an invoice therefor. Non -disputed
City o Rancho Palos Verdes— Information Technology Services Agreement 1775793 4
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balances past due in excess of sixty (60) days from date of invoice shall bear overdue service
charges at one (1.00%) percent per month or the highest rate permitted by law, whichever
is less.
2_3 Service Levels and Liquidated Damages. Beginning ninety (90) days following the
Commencement Date and continuing thereafter through the Term, Vendor shall meet or
exceed each of the service levels set forth in Exhibit B —Service Level Agreements.
2.3.1 Vendor agrees to pay City, or have withheld, as liquidated damages, those
amounts set forth in Exhibit B hereto, for delay in performance of the Services
(subject to Section 45.7 hereof) or non-compliance with the specified service
levels (herein referred to as a "Service Level Failure") within the time and
metrics specified, in accordance with this Agreement.
2.3.2 Notwithstanding any provision to the contrary, the total monthly at risk amount
for any and all liquidated damages paid or to be paid by the Vendor pursuant to
this Agreement shall not exceed ten percent (10%) of the monthly invoiced
amount.
2.3.3 Vendor shall report all Service Level Failures (with reference to the Service Level
Agreements (each, an "SLA") set forth in Exhibit B hereto) on a monthly basis
within five (5) Business Days following the end of each month and, for each
Service Level Failure, Vendor shall either (i) demonstrate that the Service Level
Failure was due to an Excused Event, or (ii) provide the City with a corrective
action plan to ensure that the Service Level Failure will not continue. Likewise,
in the event that the City identifies a Service Level Failure, the City shall provide
written notice of such breach to Vendor, who then shall take the steps
described in the first sentence of this subsection 2.4.4.
2.3.4 Service level failures shall be excused under the following circumstances: (i)
when significant changes in scope occur that impact Vendor's ability to perform
in accordance with the service levels; (ii) when force majeure events occur; (iii)
when program processes are changed at the request of the City, and such
changes impact Vendor's ability to perform in accordance with the service
levels, and Vendor has provided written notification to the City within five (5)
Business Days of the program change; or (iv) when a failure is due to the acts or
omissions of the City or third parties outside of Vendor's reasonable control.
2.3.5 City IT Manager and Account Manager can negotiate minor modifications to the
SOW and SLAB without a formal amendment to the extent such minor
modifications do not impact Exhibit B Fees or unduly prejudice the rights of
either Party.
2.4 Supplemental Services. Any information technology services or other services, beyond the
Services specified in Exhibit A hereto ("Supplemental Services"), shall be performed by Vendor
only pursuant to a duly executed amendment hereto. In the absence of a duly executed
amendment, Vendor is not obligated to perform, nor is City obligated to compensate Vendor
for, any Supplemental Service(s) performed by or on behalf of Vendor.
2_5 Amendment by City Manager. The City Manager is hereby authorized to approve and execute
on behalf of City any subsequent amendments to this Agreement, in a form acceptable to the
City Attorney, which do not either individually or cumulatively in the aggregate exceed ten
City o Rancho Palos Verdes— Information Technology Services Agreement 1775793 5
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percent (10%) of the annual Service Fee, as set forth in Exhibit C of this Agreement, in each fiscal
year during the Initial Term of this Agreement or any Extended Term.
2_6 Authorization to Procure. City may, in its sole discretion, procure through Vendor certain
hardware, commercial software and other similar data processing related purchases of the type
for which Vendor assumes operational responsibility under this Agreement (hereinafter
"Products "). The Parties acknowledge and understand that City's right to procure Products
pursuant to this section is entirely discretionary and dependent upon the pricing and/or other
terms that Vendor may, as a value-added remarketer, secure on behalf of City. The following
terms and conditions shall apply with respect to all Product purchases made by Vendor pursuant
to this section:
2.6.1 Vendor shall provide a price quote for and, if accepted by the City, procure and
maintain all commercial off-the-shelf software ("COTS software") and hardware,
including annually recurring maintenance and licensing agreements, in its name
until the time of acceptance by City. Thereafter, the license agreements
pertaining to the COTS software and title to the hardware will automatically
transfer to the City.
2.6.2 All COTS software procured will be subject to the third -party vendor's standard
licensing agreement.
2.6.3 To the maximum extent allowable by the third -party hardware and software
vendors, Vendor shall pass-through to the City all manufacturers' warranties
offered by the third -party vendors. Vendor makes no other warranties
whatsoever, express or implied, with regard to the Products provided.
2.6.4 The Products sold hereunder are eligible for return for a period of fifteen (15)
days following delivery to the City. For COTS software returns, City must return
all tangible media as well as copies thereof to Vendor, destroy any and all copies
from any of City's Systems and certify the same in writing, and in such event,
City shall no longer have the right to use, access or possess copies of such
returned COTS software. For hardware returns, City must first obtain a return
authorization number from Vendor and return the hardware to the address
specified by Vendor. City will be responsible for all shipment costs. City
specifically agrees that Vendor's return policy terms and conditions supersede
and replace all other return policies that may be offered through the
manufacturers themselves.
2.6.5 City shall reimburse Vendor for procured Products, to be invoiced separately
from Service fees. Vendor will be eligible for a paid consultant fee which will be
negotiated by the Parties and set forth in writing on a project by project basis
prior and as a condition precedent to the City's acceptance of a price quote for
COTS software and/or hardware.
2_7 Order of Precedence. In the event of conflict between the terms of this Agreement and any
amendment, exhibit or other document incorporated therein, such conflict shall be resolved
by giving precedence to such documents in the following order:
2.7.1 Any duly executed amendment to this Agreement, with execution date to
control as between conflicting amendments such that the more recent
amendment shall govern all those prior.
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2.7.2 This Agreement, upon its approval of the City Council and execution by all
Parties hereto.
2.7.3 Exhibit A to this Agreement (Scope of Work).
2.7.4 Exhibit B to this Agreement (Service Level Agreements).
2.7.5 Exhibit C to this Agreement (Definitions).
2.7.6 Exhibit D to this Agreement (Prosum Proposal (including Response dated
February 20, 2015, and Response to Clarification Document dated March 7,
2015).
2.7.7 Exhibit E to this Agreement (The City RFP dated January 14, 2015).
3 TERMINATION
3_1 Events of Termination. This Agreement maybe terminated in accordance with the following
provisions:
3.1.1 Termination due to Bankruptcy or Insolvency. Either Party may terminate this
Agreement, to the extent permitted under applicable law, if the other Party
ceases to function as a going concern, becomes insolvent, makes an assignment
for the benefit of creditors, files a petition in bankruptcy, permits a petition in
bankruptcy to be filed against it (which is not dismissed within sixty (60) days) or
admits in writing its inability to pay its debts as they mature; or if a receiver is
appointed over a substantial part of its assets (which is not dismissed within
sixty (60) days).
3.1.2 Termination for Cause. Either party not in breach of this Agreement may
terminate this Agreement at any time upon written notice to the other Party, if
the other Party breaches this Agreement and such breach is not cured within
thirty (30) days following receipt by the other Party of a written notice to cure
by the non -breaching Party in accordance with Subsection 3.1.3 of this section.
Vendor may terminate this Agreement at any time due to the City's non-
payment of any Service Fees or charges and which non-payment continues for a
period of sixty (60) days from the date of invoice; provided, however, that if the
City has a bona fide dispute regarding a specific invoice, then such non-payment
shall not be grounds for a termination hereof if the City continues to pay non -
disputed amounts while submitting the dispute to the dispute resolution
procedures set forth in Section 33 hereof. City may terminate this Agreement at
any time, subject to Section 3.1.3, due to the failure of Prosum to meet an SLA
or perform Services as required herein. Notwithstanding the foregoing, either
Party may terminate this Agreement for any other material breach or
nonperformance by the other Party of any provision of this Agreement within
the team periods provided herein following notice and failure to cure as
described in Section 3.1.3.
3.1.3 Notice and Opportunity to Cure. Written notice of the breach must be given
and an opportunity to cure the breach within thirty (30) days will be provided. If
the remedy or cure requires more than thirty (30) days, the breaching Party
must have commenced and diligently initiated efforts to cure the breach and
thereafter continue and complete all reasonable and necessary steps sufficient
City o Rancho Palos Verdes— Information Technology Services Agreement 1775793 7
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to produce compliance as soon as reasonably practical. Upon the termination
of this Agreement, the City shall pay Vendor for services satisfactorily provided
and all allowable reimbursements incurred to the date of termination in
compliance with this Agreement, unless termination by the City shall be for
cause, in which event the City may withhold any disputed compensation. This
Agreement shall not be terminated if such alleged breach is submitted to the
dispute resolution procedures set forth herein.
3.1.4 Termination for Convenience. Either party may upon one hundred eighty (180)
days written notice, terminate this Agreement, for convenience and without
cause at any time. In the event of any such termination for convenience of this
Agreement by customer, payment shall continue as scheduled throughout the
one hundred eighty (180) day termination period. Should Prosum terminate
this agreement for convenience, services will continue throughout the
termination period to include cooperation in transition related activities.
3_2 Non -Appropriation. The Parties acknowledge and agree that this Agreement is subject to
annual fiscal appropriations by the City's City Council. In the event that the City Council fails
to appropriate sufficient money for any year, the Parties agree to attempt to renegotiate
the terms of this Agreement to coincide with the levels of appropriation. If the Parties are
unable to renegotiate such terms, any Party may cancel this Agreement. Vendor shall be
entitled to compensation according to this Agreement to the date the cancellation becomes
effective. Termination for lack of appropriation shall not be deemed termination for cause.
3.3 Transition Plan and Services Associated with Termination. In the event of cessation of
Services during the Term of this Agreement, the transition of responsibility therefor to the
City or its designee shall proceed as follows:
3.3.1 Prior to expiration of the Term of this Agreement or earlier termination, City
may elect, at its option, to procure all or part of the Transition Services
described in Exhibit A. If the Transition Services are performed during the Term
of this Agreement, with existing resources and during regular business hours,
for the fees set forth in this Agreement and the Exhibits thereto, and such
Transition Services do not impact then existing Levels of Service, then those
services shall be performed at no additional cost to City.
3.3.2 Upon notice given by the City or Vendor, Vendor shall make available to the
City, under Supplemental Services described in Section 2.4, the personnel
necessary to carry out a mutually agreed-upon transition plan (herein referred
to as the "Transition Plan") to be executed within the remaining Term of the
Agreement. The topics to be included in the Transition Plan shall include, but
are not limited to, those outlined in Exhibit A.
3.3.3 Each Party will cooperate fully with the other and/or its designees, so that the
transition of Services rendered under this Agreement shall be timely and
efficient and implemented in a manner so as to least interfere with the orderly
conduct of the City's business and so as not to unduly interfere with Vendor's
other operations.
City o Rancho Palos Verdes— Information Technology Services Agreement 1775793 8
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3_4 Personnel Training. Upon notice given by the City for any reason other than breach by the
City for non-payment by the City, City shall have the right to assign a reasonable number of
the City's employees to participate with the Vendor's personnel in the performance of their
remaining services. Vendor shall cause its personnel to acquaint and instruct the employees
of the City regarding the work, to facilitate a smooth transition according to the Transition
Plan, and to continuously operate all data processing functions.
4 CITY FACILITIES AND SUPPLIES
4.1 City Provision. City shall, at its sole cost and expense, furnish Vendor and its staff with
reasonable amounts of such office space, office furniture, and other facilities (including
utilities and telephone service), which are appropriate to meet the needs of Vendor and its
staff for the provision of Services pursuant to this Agreement and are similar in size, type
and specifications to those furnished by the City to or for its own employees. It is further
understood and agreed that for any upgrades in office furniture desired by Vendor or, in the
event a Vendor employee requires special furniture to accommodate a disability, the cost of
such special furniture (including the responsibility for making reasonable accommodations
for its employees under the Americans with Disabilities Act) will be borne by Vendor.
4_2 Return to City. Upon expiration or termination of this Agreement, or any extension or
renewals thereof, all office furniture, equipment, documents, records, books, tapes, disks
and files provided by the City or Vendor shall be returned to the City or Vendor in
substantially the same condition as received, ordinary wear and tear excepted. Neither the
City nor Vendor shall dispose of the other Party's property without the prior consent of the
other Party.
5 MULTI -VENDOR ENVIRONMENT
Vendor acknowledges that it will be delivering the Services in a multi -vendor environment. Effective
operation of such an environment requires not only the cooperation among all service providers,
including Vendor, but collaboration in addressing service -related issues that may cross over from one
service area or provider to another ("Cross Over Issues"). As part of the Services, Vendor will actively
provide and support tasks associated with operating and maintaining a collaborative approach to Cross
Over Issues in the same manner as it delivers its Services. Furthermore, as directed by the City, Vendor
shall coordinate, cooperate and work with (and affirmatively and proactively assist) other vendors to
accomplish City's technical, organizational and other objectives, as identified by the City.
6 CHANGE MANAGEMENT
Without first obtaining City's prior written approval or an Amendment to this Agreement, Vendor shall
make no change to the IT Environment which may: (i) increase City's total cost of receiving the Services;
(ii) require changes to City's facilities, systems, software, utilities, tools or equipment; (iii) require
Vendor or City to install a new version, release, upgrade of or replacement for, any City Licensed
Property or City Equipment or to modify any City Licensed Property or City Equipment or any Vendor
Equipment, Vendor Proprietary Software, Vendor Proprietary Tools, or Vendor Third Party Software that
is accessed or used by City Authorized Users in connection with the receipt of the Services; (iv) have an
adverse impact on the functionality, interoperability, performance, security, accuracy, speed,
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responsiveness, quality or resource efficiency of the Services; (v) have an adverse impact on the cost,
either actual or planned, to City of terminating all or any part of the Services or exercising its right to in -
source all or any part of the Services or use Third Parties; (vi) have an adverse impact on the schedule
for and the delivery of services by City to its clients and customers; or (vii) violate or be inconsistent with
the City Rules and/or applicable laws. If Vendor provides Services to the City without obtaining the
necessary approval or amendment to this Agreement, such services and items shall be deemed to be a
gratuitous effort on the part of Vendor and Vendor shall have no claim whatsoever against the City for
such services and items.
7 LICENSES AND PERMITS
Vendor is responsible for obtaining all licenses, approvals, permits and authorizations required by
applicable federal, state or local laws or regulations, which Vendor is required to have in order to
perform the Services and, except as otherwise agreed to in writing by the parties or as otherwise
provided in this Agreement, has financial responsibility for all fees, costs and taxes associated with such
licenses, approvals, permits and authorizations. Vendor shall provide to City all such licenses, approvals,
permits and authorizations within three (3) Business Days after Vendor's receipt of City's request.
8 KNOWLEDGE TRANSFER AND BEST PRACTICES
Vendor shall implement the knowledge transfer process set forth in this Section 8 to ensure that
Vendor's personnel share the knowledge they have gained while performing the Services for the City
and the City Authorized Users. The knowledge transfer process shall be designed to efficiently pass
important knowledge, information and practices from Vendor and Vendor Personnel to City and City
Authorized Users. At a minimum, such knowledge transfer process will include Vendor meeting with
City and designated City Authorized Users at least once every twelve (12) months, or more frequently as
City may request, to (a) explain how the City IT Environment operates in connection with the provision
of the Services; (b) explain how the Services are provided; and (c) make proposals to City to provide such
training, documentation and other materials as City may require for City to understand and operate the
City IT Environment and understand and provide the Services after the expiration or termination of the
Agreement. The timing of such knowledge transfer is at the sole discretion of the City. As part of the
monthly performance reviews, Vendor shall report to the City IT Manager regarding Vendor -observed
opportunities for the introduction of best practices into City's processes. Beginning in the second year
of the Agreement, and annually thereafter, Vendor shall work with the City IT Manager to develop and
present a yearly forum/briefing to City (1) on Vendor's recommended best practice improvements to
targeted City processes, (2) on how the use of such best practices is intended to align City's technology
investments with its objectives, and (3) on how to optimize City's return on its technology
investments/Services. Vendor shall provide the Services using the appropriately skilled Vendor
personnel and without regard to the unit, line of business or division within Vendor to which such
Vendor personnel are assigned at no additional cost.
9 TECHNOLOGY AND PROCESS EVOLUTION
As part of the Services, Vendor acknowledges and agrees that: (a) the current information technology
and business processes utilized by Vendor in the performance of the Services shall continue to evolve
and change over time; and (b) it shall continuously undertake, deploy, implement and support Process
and Technology and Business Process Evolution throughout the Term.
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9_1 Leading Standards. Throughout the Term, Vendor shall remain consistent with the practices
generally followed by other providers of services similar to the Services and with the
objectives and needs of City. Vendor shall provide the Services using current information
technology resources and processes that are designed to allow City to take advantage of
advances in the industry. Without limiting the generality of the foregoing, all Vendor
Equipment and Vendor Third Party Software used to provide the Services will be kept at
levels supportable by the respective manufacturers, and such Vendor Equipment will be
upgraded or replaced as required to meet the Service Level Agreements and manufacturer -
recommended requirements.
9_2 Monitoring Trends. As part of the Services and with respect to the Services, Vendor shall
use reasonable efforts to proactively and periodically monitor and analyze all Enhanced
Technology. Vendor shall meet, semi-annually, with the City IT Manager to formally brief
City regarding such new processes, technologies, strategies and trends. Such briefing shall
include Vendor's assessment of the business impact, performance improvements and cost
savings associated with such processes, technologies, strategies and trends. If requested by
City, Vendor shall develop and present to City proposals for: (a) implementing such new
processes, strategies and trends as part of the Technology and Business Process Evolution;
or (b) changing the direction of City's then -current information technology strategy,
processes and procedures.
9_3 New Advances. In addition to the rights, responsibilities and obligations generally set forth
in this Section 9, if Vendor or its Affiliates develop New Advances, Vendor shall offer City the
opportunity to implement such New Advances.
9_4 End -User Survey. The City shall administer, and Vendor shall support, annual end-user
satisfaction surveys. The City at its sole discretion will determine survey participants and
the content and form of each survey. Vendor shall offer, at no additional cost, analysis of
survey results as requested by the City. At the City's request, vendor will provide responses
to end-user survey issues or comments within 30 days on notification.
10 CITY AND VENDOR SYSTEMS
10.1 Ownership and Use
10.1.1 City Systems. All City Systems supported by Vendor as part of this Agreement,
including, but not limited to, all enhancements, modifications, customizations,
and associated materials and documentation, are and shall at all times remain
the exclusive property of City. City hereby grants Vendor a non-exclusive, non-
transferable license to use, store, transmit and/or display the City Systems, but
solely for the benefit of the City's computing operations. The license shall
remain in effect during the Term of the Agreement only, including any
extensions thereof. Unless otherwise authorized by the City, Vendor is
prohibited from causing or permitting the reverse engineering, disassembly or
de -compilation of City -owned or licensed software. Unless otherwise
authorized by the City, Vendor is also prohibited from modifying, improving or
otherwise enhancing the City Systems. Vendor will not allow any City -owned or
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licensed software, in whole or in part, to be exported outside of the United
States of America. Upon expiration or termination of the Agreement for any
reason, Vendor shall immediately return all City Systems to City and will cease
utilizing the same.
10.1.2 Vendor Systems. All Vendor Systems provided or otherwise utilized by Vendor in
connection with this Agreement, including, but not limited to, all enhancements,
modifications, customizations, and associated materials and documentation, are
and shall at all times remain the exclusive property of Vendor. Vendor hereby
grants City a non-exclusive, non -transferable license to use, store, transmit
and/or display the Vendor Systems for City's own, internal computing
operations. The license shall remain in effect during the Term of the Agreement
only, including any extensions thereof. City shall have the right to use any
Vendor -owned or licensed software provided pursuant to this sub -Section in
object code form only. City is prohibited from causing or permitting the reverse
engineering, disassembly or de -compilation of any such Vendor -owned or
licensed software. City is also prohibited from modifying, improving or
otherwise enhancing the Vendor Systems. City will not allow any Vendor -
owned or licensed software, in whole or in part, to be exported outside of the
United States of America. Upon expiration or termination of the Agreement for
any reason, City shall immediately return all Vendor Systems to Vendor and will
cease utilizing the same.
10.1.3 Developed Materials. In the event Vendor should develop software for the City,
and for which it is fully paid by the City (herein referred to as the "City
Proprietary Software"), Vendor recognizes that said software will become the
exclusive property of the City upon delivery thereof to City and that the City
reserves the right to use, market, license, or sell it to others.
10.2 Copies. Vendor and City agree that, with respect to the other's proprietary software,
neither Party shall:
10.2.1 Copy or duplicate, except for reasonable back-up purposes, or knowingly permit
anyone else to copy or duplicate, any physical or electronic version.
10.2.2 Create or attempt to create, or permit others to create or attempt to create, by
reverse engineering or otherwise, the source programs or any part thereof from
the object program or from other information made available under this
Agreement. Each Party may copy for its own use at its own expense operator
manuals, training materials, and other terminal -user oriented materials, but
shall advise the other of the number of copies made and their distribution.
10.3 Notification. Each Party shall inform the other in writing of any modifications to any
software made by or through the other Party. Vendor shall not be responsible for
maintaining portions of any software modified by the City without the consent of Vendor.
10.4 Third Party Software. The City represents that the City Systems include software from
third party vendors, which software is property owned by or property subject to licensing or
similar agreements between the City and such vendors and may include the rights of the
City for maintenance, upgrades and enhancements. City grants Vendor the right to access
and use City's third party software in order to fulfill Vendor's obligations under this
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Agreement. Vendor shall sign all third -party non -disclosure agreements as reasonably
required to facilitate Vendor's provision of the Services hereunder.
11 CONFIDENTIALITY
11.1 Confidential Information. In connection with this Agreement, each Party may disclose
("Disclosing Party") to the other Party ("Receiving Party") certain Confidential Information.
Confidential Information means Trade Secrets and any other information that derives
economic value, actual or potential, from not being generally known to, and not being
readily ascertainable by proper means by, other persons who can obtain economic value
from its disclosure or use; and is the subject of efforts that are reasonable under the
circumstances to maintain its secrecy. "Trade Secrets "means information deemed a trade
secret under applicable federal or state law.
11.1.1 City Confidential Information. As a public entity, the City has some information
that is considered "Public Information," which is released to the general public
on a website or in public meetings, or is otherwise available to the public
pursuant to the provisions of the Public Records Act, and other information that
is considered "City Confidential Information". As a technical services provider,
Vendor has potential access to personnel records, financial records, tax records,
security data and information, law enforcement information, personal
information, attorney-client privileged communications and documents and
draft and proprietary City information, and other information, data, and
documents of any kind regarding municipal or governmental operations,
systems and programs of the City. For the purposes of this Agreement, "City
Confidential Information" is considered any information that is not Public
Information. Information that has not already been released by the City to the
public should be treated by Vendor as "City Confidential Information".
11.2 Subject to Section 11.2.5, below, the Parties agree that:
11.2.1 Neither Party shall disclose any Confidential Information of the other Party to
any third party without obtaining prior written consent of the other Party.
11.2.2 Each Party shall limit dissemination of the other Party's Confidential Information
only to those employees, contractors and agents who require access thereto to
perform their functions under this Agreement.
11.2.3 Each Party agrees to return the Confidential Information to the disclosing Party
upon receipt of written request therefor.
11.2.4 Each Party agrees that the standard of care to be applied in the performance of
the obligations set forth above shall be the standard of care applied by the
receiving Party in treating its own Confidential Information, but at least
reasonable care to prevent unauthorized copying, use, publication or disclosure.
11.2.5 The term of the provisions of this Section shall survive termination of the
Agreement or any determination that this Agreement or any portion hereof or
Exhibit hereto is void or voidable.
11.3 Exceptions to Confidentiality. The obligation of confidentiality set forth in Section 11.1
shall not apply to any data or information that the receiving Party proves:
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11.3.1 Was already rightfully in the possession of the receiving Party or any of its
related companies prior to disclosure.
11.3.2 Was independently developed by employees having no access to Confidential
Information.
11.3.3 Was publicly disclosed by a person other than the receiving Party or its
employees or agents without restrictions.
11.3.4 Was rightfully received from a third party without restrictions on disclosure or
use.
11.3.5 Was approved for unrestricted release or unrestricted disclosure by the
disclosing Party.
11.3.6 Was available by inspection of products or services marketed without
restrictions, offered for sale or leased in the ordinary course of business by
either Party hereto or others.
11.3.7 Was required to be produced or disclosed pursuant to applicable laws,
regulations or court order, provided the receiving Party has given the disclosing
Party the opportunity to defend, limit or protect such production or disclosure.
11.3.8 The obligation of confidentiality shall not apply to City to the extent that
disclosure is necessary in connection with compliance with any law, court order
or formal governmental directive. If disclosure is required (despite Vendor's
request for confidentiality), the City shall not in any way be liable or responsible
for the disclosure of any such Confidential Information or part thereof.
12 REPORTS
In order to monitor the status, performance and quality of the Services provided to City, Vendor shall
provide City with various written reports in accordance with the reporting requirements and frequency
(i.e., monthly, quarterly, annually, etc.) set forth in Exhibit A and Exhibit B hereto. Such reports may be
amended from time to time by City. As of the Commencement Date, the reports listed in the Scope of
Work (Exhibit A hereto) reflect the reports required by the terms of this Agreement. No later than
ninety (90) days following the Commencement Date, the Parties shall identify such additional or more
specific reports as may be required by City. Unless stated otherwise in the Scope of Work or as directed
by City, the reports shall be delivered in City's standard electronic format to the City IT Manager with a
formal transmittal letter executed by the Account Manager. If no time period is designated by City, after
the reports have been defined and approved by City, reports are due five (5) Business Days from the end
of the reporting period or issue occurring. Vendor will provide reports via an intranet based repository.
13 SME REVIEWS
Vendor will provide, at no additional cost to City, quarterly program management reviews involving
executive leadership and subject matter experts ("SMEs") to discuss and review implementation of the
following guiding principles and performance status under the Agreement, and to present new ideas
and potential innovations consistent with the City's strategic planning efforts related to the continuous
improvement and optimization of Services delivery. Topics covered will include:
13.1 Improving and Maintaining Technology. Vendor will recommend, and, if approved by
City, implement new technologies to deliver services to City in order to maintain
competitiveness in the quality and scope of services available to City and to take advantage
of market cost efficiencies.
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13.2 Improving Business Processes. Vendor will bring best practices from Vendor that could
allow the City to improve its business processes, including improving the efficiencies of
delivering services to its own customers.
13.3 Technology Advancements. Vendor will provide an innovative approach to
communicating with City staff and leaders (i.e., SharePoint) regarding the emergence of new
technologies or advancements through semi-annual meetings (e.g., brown bag lunches) at
the City. Vendor will provide briefings on emerging trends and technologies, and proactively
present innovative ideas to the City. Vendor will submit, at a minimum, two new unsolicited
proposals per Contract Year to improve IT efficiency, streamline operations, and/or reduce
costs to the City.
14 ENHANCEMENT OF IT CAPABILITIES AND EFFECTIVENESS
Services will be provided in a manner that enhances the City's ability to deliver high-quality, cost-
effective services both internally within the City and externally to its customers. Vendor commits to
providing cross training and resource sharing from other Vendor accounts to the extent possible and
where appropriate, to better enhance IT capabilities and effectiveness.
15 [RESERVED]
16 SERVICE LEVEL PERFORMANCE STANDARDS
All Services provided shall comply with the Service Level Agreements as identified in Exhibit B and
other requirements of this Agreement. Beginning on the Commencement Date, Vendor shall
perform the Scope of Work in accordance with Service Level Agreements. Vendor shall not be
responsible for Service Level Agreements for the initial sixty (60) days of this Agreement to provide
time to learn the environment and establish support procedures. Beginning on the October 1, 2015
and each month thereafter, Vendor will report on Service Level Agreements as outline in Exhibit B of
this Agreement. Vendor shall collect all data and maintain all records and documentation required
by this Agreement and the Scope of Work. Vendor shall provide performance reports to City in
accordance with the Service Level Agreements.
16.1 Root Cause Analysis. Promptly, but in no event later than five (5) Business Days after
Vendor's discovery of, or if earlier, Vendor's receipt of a notice or corrective action request
from City regarding Vendor's failure to provide any of the Services in accordance with the
Service Level Agreements (each, an "SLA Failure"), Vendor shall, as applicable under the
circumstances (i) perform a Root Cause Analysis to identify the cause of such SLA Failure; (ii)
provide City with a written report detailing the cause of, and procedure and timing for
correcting, such SLA Failure; and (iii) provide City with satisfactory evidence that such SLA
Failure will not recur.
16.2 Corrective Action and Resolution. The correction of any such SLA Failures shall be
performed in accordance with the time frames set forth in the Service Level Agreements
and entirely at Vendor's expense unless it has been determined, by mutual agreement of
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the Parties, that there were contributing causes of the SLA Failure. For purposes hereof, it is
possible that the preexisting condition of City's properties, systems, processes and
methodologies could be deemed a contributing cause of any failures. The foregoing does
not limit other remedies available to City under this Agreement for such SLA Failures.
17 SHARED INFRASTRUCTURE
Prior to migrating or relocating any of the Services to a Vendor Shared Service Location, Vendor shall
provide to City, for City's approval, a proposal for the migration or relocation of such Services, including
benefits, savings or risks to City during the Term and upon the expiration or termination of this
Agreement. City agrees to evaluate such migration or relocation proposals in good faith, acknowledging
the potential that such relocation, while achieved at no additional cost or savings to City, may enable
Vendor to optimize its financial and delivery commitments under this Agreement. Vendor agrees that
none of the Vendor Service Locations or Vendor Shared Service Locations will be located outside of the
United States.
18 STRATEGIC CONTROL
City shall retain strategic control of all aspects of the services, products and processes used in
City operations, including decisions concerning the Services, City IT Environment, architecture
and technical standards. In connection with implementing such strategic control, City shall: (i)
establish processes and designate decision -makers to exercise strategic control over the
Services and (ii) establish procedures to consult with Vendor and other vendors when and to
the extent City determines it to be appropriate. As part of the Services, Vendor shall provide
business intelligence, analysis and support to City in connection with strategy development,
assessment and implementation. All final decisions on matters relating to strategic control over
the Services shall be made by City.
19 MONITORING AND IMPROVEMENT
Vendor shall perform the Services leveraging the Information Technology Infrastructure Library (ITIL)
standards and best practices. By leveraging the ITIL framework and methodology, Vendor will provide a
structured approach to continuous monitoring and improvement of the City's IT environment.
20 VENDOR PERSONNEL
20.1 At all times during the term of this Agreement, Vendor and its employees shall be
independent contractors and not employees of the City. Vendor shall be solely responsible
for, and shall indemnify, defend and save City harmless from all matters relating to the
payment of Vendor's subcontractors, agents and employees, including compliance with
social security, withholding and all other wages, salaries, benefits, taxes, exactions, and
regulations of any nature whatsoever. Vendor acknowledges that Vendor and any
subcontractors, agents or employees employed by Vendor shall not, under any
circumstances, be considered employees of the City, and that they shall not be entitled to
any of the benefits or rights afforded employees of the City, including, but not limited to,
wages, salary, sick leave, vacation leave, any other leave, holiday pay, California Public
Employees Retirement System benefits, other retirement benefits, or health, life, dental,
long-term disability or workers' compensation insurance benefits.
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20.2 Selection of Personnel. The City shall be provided the opportunity to participate in the
Vendor's selection of any personnel providing Services under this Agreement. Vendor shall
consider all reasonable City requests in the selection process to the extent such requests do
not cause Vendor to contravene any applicable legal requirements and do not impair the
independent contractor status of Vendor and its employees. The Vendor hereby agrees to
and shall deliver to the City's Human Resources Manager (or his authorized representative)
before the commencement of Services under this Agreement for each and every Vendor
Personnel assigned to perform Services under this Agreement and, thereafter, during the
term of this Agreement for each and every prospective employee hired (or to be hired) to
perform Services under this Agreement a color photocopy of (1) a social security card, (2) a
current and active California Driver's License and/or current identification card issued by the
California Department of Motor Vehicles, and (3) if applicable, an employment authorization
card issued by the U.S. Department of Homeland Security. To the extent permitted by law,
the City shall conduct a background check on each and every Vendor Personnel assigned to
perform Services under this Agreement and, thereafter, during the Term of this Agreement
for each and every prospective employee hired or to be hired by Vendor to perform Services
under this Agreement.
No Vendor Personnel or prospective employee of the Vendor shall perform or commence to
perform any Services to the City under this Agreement unless and until the City's Human
Resources Manager (or his authorized representative) has conducted and completed to his
satisfaction a background check. The background check and determination of eligibility for
employment by Vendor will be similar to that used for non -sworn Public Safety City
employees and will consist of, among other things, verification of the social security card,
the taking of fingerprints by the California Department of Justice, a check of judicial court
records, and a Megan's Law check through the Sex Offender Tracking Program at the
California Department of Justice. For Vendor Personnel or prospective employees to be
hired to perform Services at or in connection with the Police or Fire Departments and their
records or computer systems, the City may conduct additional background investigations.
The Vendor agrees to cooperate with the City and, in particular, the City's Human Resources
Manager (or his authorized representative) in the background check process and to use its
best efforts to have Vendor Personnel and its prospective employees cooperate with the
City in that process. Unless otherwise authorized by the City Manager, Vendor shall not
assign Vendor Personnel to the City's account or employ persons to perform any Services to
the City under this Agreement if such employees fail to meet the same employment
eligibility criteria utilized by the City in connection with the City's determination whether to
employ persons for non -sworn Public Safety positions.
All persons employed by the Vendor to perform Services (or any portion thereof) under this
Agreement must be eligible to work in the United States. The Vendor shall obtain and
maintain on file: (1) records sufficient to establish that it has complied with the electronic
verification of work authorization program of the Illegal Immigration Reform and
Immigration Responsibility Act of 1996, as amended, and operated jointly by the United
States Department of Homeland Security and the United States Social Security
Administration, or a successor electronic verification of work authorization program
designated by the United States Department of Homeland Security or other federal agency
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authorized to verify the work authorization status of each and every Vendor Personnel
assigned to perform Services under this Agreement and, thereafter, during the term of the
Agreement for each and employees pursuant to the Immigration Reform and Control Act of
1986, Pub. L. No. 99-603; and (2) fully -completed and executed U.S. Citizenship and
Immigration Services, Department of Homeland Security Form 1-9, Employment Eligibility
Verification. The Vendor shall retain such records for the duration of such employee's
employment. The records maintained shall be immediately made available to the City for
inspection and audit upon written notice to the Vendor by the City Manager or the City's
Director of Human Resources.
20.3 Designation of Vendor Key Personnel. As of the Commencement Date and from time to
time as City and Vendor may agree during the Term, but no less frequently than annually,
shall designate and advise the City of the Vendor's Key Personnel to be assigned to perform
Services under this Agreement. The initial Vendor Key Personnel shall include the Account
Manager, Project Manager, System/Network Administrator. For each of the Vendor Key
Personnel, Vendor shall only replace such individual when required or permitted pursuant
to this Section 20.3 or Section 24 (Supervision and Conduct of Vendor Personnel). Vendor's
appointment of any Vendor Key Personnel shall be subject to City's written consent. All
Vendor Key Personnel shall be assigned to perform the Services on such basis (e.g., full time
assignment or otherwise) as needed to ensure that the Services contemplated hereunder
are provided in an efficient and timely manner and in accordance with this Agreement.
Without City's prior written consent, Vendor shall not: (i) undertake any action with respect
to any Vendor Key Personnel that would result in the alteration or reduction of time
expended by such Vendor Key Personnel in performance of Vendor's duties under this
Agreement; or (ii) transfer, reassign or otherwise redeploy any Vendor Key Personnel from
performance of Vendor's duties under this Agreement (except for an Approved
Reassignment, as defined in Section 20.6 below). The foregoing does not prohibit or restrict
Vendor Key Personnel from participating in general corporate duties applicable to other
similarly situated employees nor does the foregoing prohibit or restrict Vendor Key
Personnel from exercising employee benefits in accordance with Vendor guidelines/polices
(e.g., taking vacation in accordance with Vendor guidelines/policies).
20.4 Account Manager. Management oversight of the Vendor Personnel and Services shall
be performed by the Account Manager. Vendor's Account Manager shall work closely with
City staff to ensure that all Services are met in a timely and professional manner. Through
detailed analysis of overall operations and agreement with the goals and priorities of the
City, the Account Manager shall provide comprehensive monthly Service Level Agreement
performance reports and project status reports outlining any issues or concerns which may
impact their successful completion. Additionally, the Account Manager shall be responsible
for reviewing the IT Strategic Plan for future enhancements and the implementation of new
technologies that are in alignment with the established IT Strategic Plan. The Account
Manager shall also participate in IT Steering Committee meetings, represent Vendor at City
management and City Council meetings as determined necessary by the City IT Manager,
supervise the activities of Vendor Personnel and subcontractors, act as liaison to
telecommunications, cable, and other service providers and software vendors, and lead
negotiations when necessary.
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20.5 Account Manager's Incentive. Vendor agrees that, to avoid any perception of conflict of
interest, the Vendor Account Manager will not receive any commissions based on the sale,
lease or licensing of any software, hardware or services by Vendor, any Subcontractor or any
of their Affiliates, to City.
20.6 Reassignment and Replacement. Vendor shall not reassign or replace any Key Personnel
(excluding the Account Manager) during the first year of his or her assignment unless: (1)
City consents in writing to such reassignment or replacement; or (2) the individual (a)
voluntarily resigns from Vendor, (b) is dismissed by Vendor for (i) cause or misconduct (e.g.,
fraud, drug abuse, theft) or (ii) unsatisfactory performance in respect of his or her duties
and responsibilities to City or Vendor, (c) is removed from the Vendor Personnel pursuant to
Section 24 (Supervision and Conduct of Vendor Personnel), (d) is unable to work due to his
or her death or disability, or (e) takes a leave of absence from Vendor for illness or under
the Family and Medical Leave Act (subparts (1) and (2) are collectively referred to as
"Approved Reassignments"). Except for a replacement or reassignment of the Vendor Key
Personnel due to the occurrence of an Approved Reassignment, Vendor shall not reassign or
replace any Vendor Key Employee, if such reassignment or replacement would materially
disrupt City's operations, until the completion of any projects to which the Vendor Key
Employee is assigned. No Approved Reassignment of a Vendor Key Employee shall occur
without at least thirty (30) days prior written notice to City. If within one year from the
Commencement Date, any Vendor Key Employee becomes incapacitated, disabled, takes a
leave of absence, voluntarily terminates his/her employment with Vendor, is terminated or
removed for cause by Vendor, or is transferred, reassigned or redeployed with the consent
of City, within forty-eight (48) hours after the expiration of the thirty -day period referred to
above (unless additional time is granted by City), Vendor shall replace such person with
another person approved by City in accordance with Section 21.2
(Reassignment/Replacement of Vendor Personnel) below. Vendor shall not reassign or
replace, of Vendor's own volition, Account Manager in the first twenty-four (24) months of
his/her assignment; provided, however, that nothing herein shall limit or restrict the
Account Manager from resigning his/her employment with Vendor.
20.7 Succession Plans and Cross Staffing Required. Vendor shall maintain active succession
plans for Vendor positions, including plans to effectively transfer knowledge from Vendor
Personnel in the event that it becomes necessary to replace such Vendor Key Personnel.
Upon termination or resignation of any Vendor Key Personnel, Vendor shall promptly
provide written notice to City of such termination or resignation and identify potential
suitable replacements in writing.
20.8 Remote Services. Vendor shall obtain the written consent of City prior to the use of any
remote (i.e., off-site) resources to perform Services under this Agreement.
21 REMOVAL AND REPLACEMENT OF VENDOR PERSONNEL
21.1 Removal of Vendor Personnel by City. Notwithstanding anything contained herein to
the contrary, if City believes that the performance or conduct of any Vendor Personnel
employed or retained by Vendor to perform Vendor's obligations under this Agreement
(including Vendor Key Employee) is unsatisfactory or is not in compliance with the
provisions of this Agreement, City shall so notify Vendor in writing and Vendor shall, at
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Vendor's cost, either promptly address the performance or conduct of such Vendor
Personnel, or, at City's request, and to the extent permitted by law, immediately replace
such Vendor Personnel with another Vendor Personnel acceptable to City and with
sufficient knowledge and expertise to perform the Services in accordance with this
Agreement.
21.2 Reassignment/Replacement of Vendor Personnel. If: (1) Vendor is obligated to replace
any Vendor Personnel as provided in Section 21.1 above (Removal of Vendor Personnel by
City) above; or (2) Vendor wants to replace or reassign any of the Vendor Key Personnel,
and either City consents to such replacement or reassignment, or City's consent to such
replacement or reassignment is not required as provided in Section 20.3 (Designation of
Vendor Key Personnel) above, then: (3) the terms of Section 21.1 (Removal of Vendor
Personnel by City) above with respect to City's right to select replacement personnel for any
Vendor Key Personnel shall apply; (4) the proposed replacement personnel shall be
"qualified," meaning that the proposed replacement personnel shall possess comparable
experience and training as the Vendor Personnel to be replaced; and (5) as Vendor deems
warranted, the replacement Vendor Personnel shall work with the replaced Vendor
personnel during a mutually agreed transition period, and all costs and expenses associated
with educating and training the replacement personnel shall be borne by Vendor. The City's
rights under this Section 21 shall not be exercised in an arbitrary or capricious manner, or
with the intent of forcing a termination of this Agreement.
22 MINIMUM ON-SITE STAFFING LEVELS
Beginning on the Commencement Date, Vendor will provide the on-site personnel in order to meet SLA
standards and as outlined in Vendor's Exhibit A — Scope of Work. After one (1) year and each
anniversary following the Commencement Date of this Agreement, Vendor may propose to the City an
alternative staffing model for provision of the Services at no additional cost or potentially at reduced
cost. City agrees to evaluate such alternate staffing proposals in good faith, acknowledging the potential
that such proposal, may enable Vendor to optimize its financial and delivery commitments under this
Agreement. Vendor agrees that none of the Vendor Personnel or Vendor Shared Services Locations will
be located outside of the United States.
23 MINIMUM PROFICIENCY LEVELS AND TRAINING FOR VENDOR PERSONNEL
Vendor agrees that all Vendor Personnel assigned to perform Services under this Agreement must have
experience in the areas for which they are responsible under this Agreement and will receive no less
than forty (40) hours of professional training by Vendor in each and every year of the Term of this
Agreement. All costs and expenses associated with providing, equipping, training and retaining Vendor
Personnel and other staff is included within the Fees payable by the City for the Services rendered by
Vendor under this Agreement. In the event that, as a result of the actions or inaction of any member of
the Vendor Personnel (including Subcontractors), additional work is required to perform the Services
under this Agreement, Vendor shall perform all such work at no additional charge to City. City shall not
be required to pay for Services provided by any Vendor Personnel who does not possess the
represented levels of experience and expertise. In the event that, as a result of the actions or inaction
of any member of the Vendor Personnel (including Subcontractors), additional work is required to
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perform the Services under this Agreement, Vendor shall perform all such work at no additional charge
to City.
24 SUPERVISION AND CONDUCT OF VENDOR PERSONNEL
24.1 Vendor shall be responsible for the management, supervision and conduct of the
Services performed by all Vendor Personnel assigned to provide Services under this
Agreement, and shall direct and control the management of such Vendor Personnel. For
Vendor Personnel, Vendor shall, at its own sole cost and expense: (a) determine and pay all
applicable wages, salaries, benefits, taxes, exactions, including applicable sick leave,
vacation leave, holiday pay, overtime and other premium pay; (b) provide welfare and
retirement benefits, as it deems necessary or desirable; (c) comply with applicable tax laws
and regulations, including income tax, social security and employment tax withholding laws
and regulations; (d) comply with all applicable laws governing the employment relationship
between Vendor and its Personnel, including laws, as applicable, relating to accommodation
of disabilities, equal pay, provision of leave (e.g., FMLA, jury duty, etc.), unlawful
discrimination, as well as wage and hour requirements; (e) comply with all workers'
compensation insurance coverage laws; (f) file all applicable reports with federal, state and
local agencies and authorities as required by applicable Laws; and (g) maintain all required
employment records, including the records specified in Section 20.2, above, personnel and
medical files consistent with applicable Laws and customary business practices.
25 INSURANCE.
Vendor shall procure and maintain for the duration of this Agreement insurance against claims for
injuries to persons or damages to property which may arise from or in connection with the
performance of the Services hereunder and the results of those Services by the Vendor, its agents,
representatives, employees or subcontractors. Coverage shall be at least as broad as:
25.1 Workers' compensation insurance as required by law for the protection of its Personnel
during the progress of the work. Vendor understands it is an independent contractor and
not entitled to any worker's compensation benefits under any City program.
25.2 Comprehensive general liability insurance or commercial general liability insurance
written on an occurrence basis, providing for a combined single limit of $1 million for bodily
injury, death and property damage. If a general aggregate limit is used, either the general
aggregate limit shall apply separately to this Agreement or the general aggregate limit shall
be twice the required occurrence limit.
25.3 Business automotive liability insurance covering all owned, non -owned and hired
automobiles providing for a combined single limit of $1 million for bodily injury, death and
property damage. If Vendor owns no vehicles, this requirement may be satisfied by a non -
owned auto endorsement to the general liability policy described in Section 25.2. If the
Vendor or Vendor's employees will use personal automobiles in any way in performing
Services, Vendor shall provide evidence of personal automobile liability coverage for each
such person.
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25.4 Each policy of general liability and automotive liability shall provide that the City, its
officers, agents and employees are declared to be additional insureds under the terms of
such policies, but only with respect to the Services performed by Vendor under this
Agreement. A policy endorsement to that effect shall be provided to the City along with the
certificate of insurance, which endorsement shall be on a form acceptable to the City's Risk
Manager. In lieu of an endorsement, the City will accept a copy of the policy(ies) which
evidences that the City its officers, agents and employees are additional insureds as a
contracting party.
25.5 Vendor shall maintain during the life of this Agreement professional liability insurance
covering errors and omissions arising out of Vendor's performance of this Agreement in the
amount of $1,000,000 per claims basis made. Vendor agrees to keep such policy in force
and effect for at least two (2) years from the date of completion of this Agreement or shall
provide a two (2) year extended reporting period from the date of completion of this
Agreement.
25.6 The insurance policies maintained by Vendor shall be primary insurance and no
insurance held or owned by City shall be called upon to cover any loss under the policy.
Vendor will determine its own needs in procurement of insurance to cover liabilities other
than as stated above.
25.7 Before Vendor performs any work or prepares or delivers any materials, Vendor shall
furnish certificates of insurance and endorsements, as required by the City, evidencing the
aforementioned commercial general liability and automotive liability insurance coverages,
which shall provide that the insurance in force will not be canceled or allowed to lapse
without at least ten (10) Business Days prior written notice to City.
25.8 Except for professional liability insurance coverage that may be required by this
Agreement, all insurance maintained by Vendor shall be issued by companies admitted to
conduct the pertinent line of insurance business in the State of California and having a rating
of Grade A- or better and Class VII or better by the latest edition of Best's Key Rating Guide.
In the case of professional liability insurance coverage, such coverage shall be issued by
companies either licensed or admitted to conduct business in the State of California so long
as such insurer possesses the aforementioned Best's rating.
25.9 Vendor shall immediately notify the City if any required insurance lapses or is otherwise
modified and shall require renewal or replacement certificates of insurance showing
required insurance is currently maintained. Alternatively, the City may procure insurance or
self insure the risk and charge Vendor for such costs and any and all damages resulting there
from, by way of set-off from any sums owed Vendor.
25.10 Vendor agrees that in the event of loss due to any of the perils for which it has agreed to
provide insurance, Vendor shall look solely to its insurance for recovery. Vendor hereby
grants to the City, on behalf of any insurer providing insurance to the Vendor with respect to
the services of Vendor herein a waiver of any right to subrogation which any such insurer of
said Vendor may acquire against the City by virtue of the payment of any loss under such
Insurance.
26 COMPLIANCE WITH CITY RULES
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In performing the Services and while on any City facility or property, Vendor Personnel shall: (a)
conduct themselves in a businesslike manner; and (b) comply with the City Personnel Manual and
Administrative Manual ("City Rules"). City Rules, and additions or modifications thereto, may be
communicated orally or in writing to Vendor or Vendor Personnel or may be made available to Vendor
or Vendor Personnel by conspicuous posting at a City Site, electronic posting or other means generally
used by City to disseminate such information to its Personnel or contractors. Vendor shall be
responsible for the promulgation and distribution of City Rules to Vendor Personnel to the extent
necessary and appropriate. Notwithstanding the foregoing, nothing in this Section 26, or any other
provision of this Agreement, shall provide or grant to Vendor or any of its officers, directors, employees,
agents, subcontractors, or independent contractors, any rights under the City Rules.
27 TURNOVER RATE AND DATA FOR VENDOR ON-SITE PERSONNEL
To ensure consistency of Services delivery and minimize Vendor Personnel learning curves, Vendor shall
make reasonable efforts to minimize the turnover in Vendor Personnel not to exceed twenty percent
(20%) per contract year. If City determines that the turnover rate of the Vendor Personnel is
unacceptable and so notifies Vendor, Vendor shall within ten (10) Business Days: (i) provide City with
data concerning Vendor's turnover rate; (ii) meet with City to discuss the reasons for the turnover rate;
and (iii) submit a proposal for reducing the turnover rate for City's review and written approval.
Notwithstanding any transfer or turnover of Vendor on-site Personnel, Vendor shall remain obligated to
perform the Services without degradation and in accordance with the Service Level Agreements and the
other terms and conditions of this Agreement.
28 ELECTRONIC INCIDENT REPORTING
For purposes of this Agreement, "Electronic Incident" means any unauthorized action by a known or
unknown person which, if successfully completed, attempted, or threatened, could reasonably be
considered one of the following: an attack, penetration, denial of service, disclosure of Proprietary or
Confidential Information, misuse of system access, unauthorized access or intrusion (hacking), Virus
intrusion, scan of the Systems, networks, technology, content or websites of City (or another City
Authorized User) or Vendor (or its Affiliates or Subcontractors), or any other activity that could adversely
affect Proprietary or Confidential Information. Vendor shall report to City all known or suspected
Electronic Incidents. If an Electronic Incident occurs, Vendor shall as soon as possible notify City and
provide the following information, to the extent known to or ascertainable by Vendor: the nature and
impact of the Electronic Incident; actions already taken by Vendor; Vendor's assessment of immediate
risk; and corrective measures to be taken, evaluation of alternatives and next steps. Vendor shall
continue providing appropriate status reports to City regarding the resolution of the Electronic Incident
and prevention of future such Electronic Incidents. In consultation with Vendor, City may, in its
reasonable discretion, require that Vendor's ability to access, process, or store City Proprietary or
Confidential Information be suspended, connectivity with Vendor be terminated, or other appropriate
action be taken pending such resolution, provided that upon any such action by City, Vendor shall be
relieved of its obligations under this Agreement to the extent it is unable to perform under such
circumstances and so notifies City at the time of such suspension by City.
29 REDUCTION IN COSTS OF SERVICES DELIVERY
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The Parties shall work together throughout the Term to identify ways of achieving reductions in the cost
of Services delivery and corresponding reductions in the Fees to be paid by City by modifying the
delivery and performance mechanisms for the provision of the Services without impacting the Service
Level Agreements or Vendor's other responsibilities under this Agreement. If requested by City and at a
minimum at least once each Contract Year commencing not later than sixty (60) calendar days prior to
the commencement of a Contract Year (except for the first Contract Year), Vendor shall prepare a
written proposal at a level of detail sufficient to permit City to make an informed business decision
identifying all viable means of achieving the desired reductions without adversely impacting objectives
or requirements identified by City, or, if such adverse impacts cannot be avoided, identifying such
adverse impacts in accordance with Section 6 (Change Management). Each year during the Term,
Vendor commits to using its best efforts to reduce the Fees and the costs of Services delivery.
30 INCIDENTAL EXPENSES
Vendor acknowledges that, except as expressly provided otherwise in this Agreement, expenses that
Vendor incurs in performing the Services (including clerical, administrative, insurance, management,
travel and lodging, document reproduction and shipping, desktop Equipment and other office
Equipment required by Vendor Personnel other than furniture and equipment provided by the City
pursuant to Section 4.1 of this Agreement) are included in Vendor's charges and rates set forth in this
Agreement. Accordingly, such Vendor expenses are not separately reimbursable by City unless City, in
its sole discretion, has agreed in advance and in writing to reimburse Vendor for the expense, and those
expenses comply with City's then -current expense policy.
31 INDEMNIFICATION
31.1 To the fullest extent permitted by law, Vendor agrees to indemnify, defend and hold the
City, its City Council and each member thereof, and the officers, employees and
representatives of the City (herein referred to collectively as the "City Indemnitees") entirely
harmless from all liability directly arising out of:
31.1.1 Any and all claims under worker's compensation acts and other benefit acts
with respect to Vendor Personnel or a Subcontractor's Personnel arising out of
Vendor's work under this Agreement; and
31.1.2 Any claim, loss, injury to or death of persons or damage to property caused by
any act, neglect, default or omission of Vendor, or person, firm or corporation
employed by Vendor under this Agreement, including all damages due to loss or
theft sustained by any person, firm or corporation including the City
Indemnitees, or any of them, arising out of, or in any way connected with the
Services which are the subject of this Agreement, including injury or damage
either on or off City's property; but not for any loss, injury, death or damage, to
the extent caused by the active negligence or willful misconduct of City.
Vendor, at its own expense, cost and risk, shall indemnify any and all claims,
actions, suits or other proceedings that may be brought or instituted against the
City Indemnitees on any such claim or liability covered by this subsection 31.12,
and shall pay or satisfy any final judgment that may be rendered against the City
Indemnitees, or any of them, in any action, suit or other proceedings as a result
of coverage under this subsection 31.12.
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31.2 Except for the City Indemnitees, the indemnifications provided in this Agreement shall
not be construed to extend any third party indemnification rights of any kind to any person
or entity which is not a signatory or designated City Indemnitee to this Agreement.
31.3 Vendor shall not be responsible for (and such indemnity shall not apply to) any willful
misconduct, negligence or breach of this Agreement by the City.
31.4 The foregoing indemnity shall survive termination of this Agreement.
32 LIMITATION OF LIABILITY
In no event shall either Party to this Agreement be liable to the other Party hereunder for any reason
whatsoever in an amount exceeding Three Million Dollars ($3,000,000), in the aggregate, with regard to
any and all claims or causes of action arising from or in any way related to (i) this Agreement, (ii) any
goods or services provided pursuant to or in connection with this Agreement, (iii) the use, operation or
implementation of any goods and services provided pursuant to or in connection with this Agreement,
or (iv) any act or failure to act by any agent, employee, officer, director, Affiliate, subsidiary, consultant
or adviser to any Party hereto in connection with or related to the performance by such Party
hereunder. Under no circumstances will either Party to this Agreement be liable for any incidental,
consequential, indirect, punitive or special damages arising out of or in connection with this Agreement,
however caused and based on any theory of liability. The limitation set forth in this Section shall not
apply with respect to damages attributable to the intentional torts, unlawful conduct, or gross
negligence of a Party. Notwithstanding any other provision of this Agreement, in no event shall City be
liable for punitive or exemplary damages awarded against Vendor arising out of or related in any to any
claims of any type asserted against City or Vendor, or any third party, arising out of the acts or omissions
of City or Vendor, or any of them, in performing this Agreement, or in any other way related to or arising
out of this Agreement
33 DISPUTE RESOLUTION
33.1 Notification. In the event of a material breach or claim of breach in relation to or in
connection with this Agreement or any of the terms or conditions hereof, or any transaction
hereunder including but not limited to either Party's failure or alleged failure to comply with
any of the provisions of this Agreement (hereinafter collectively the "Dispute"), the Parties
shall first promptly provide in writing to the other a general written statement of their
respective claims. This statement need not be complete and will not limit the claims of
either Party in any further proceeding with respect to this Agreement. The statement shall
indicate that it is the first statement of a formal dispute resolution process under this
Agreement. If the Parties are unable to resolve the dispute within ten (10) Business Days of
receipt of such written statement, the claimant may proceed as otherwise contemplated by
this Agreement.
33.2 Internal Resolution Procedures.
33.2.1 Within five (5) Business Days of the time that one Party informs the other of a
Dispute or within such longer period of time as the Parties may agree, the City IT
Manager and Vendor's Account Manager shall conduct a meeting to reach an
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agreement to use their best efforts to either: (a) resolve the matter and set
forth such resolution in writing, or (b) define the Dispute in writing, including a
description of the position of each Party and the other projects and tasks which
would be affected by the proposed resolution submitted by the City IT Manager
and by the proposed resolution submitted by Vendor's Account Manager.
33.2.2 If the City IT Manager and Vendor's Account Manager are unable to reach an
agreement pursuant to Section 33.2.1, then within five (5) Business Days of such
failure to agree, at least one knowledgeable representative of Vendor
management and the City Manager shall meet at a mutually agreed upon
location to attempt to reach a resolution of the matter in light of the description
of the Dispute submitted by the Parties and further discussion among and
between the Parties and their respective representatives.
33.3 Mediation Resolution Procedures. If the procedure set forth in Section 33.2 is
unsuccessful in resolving the Dispute, the Parties may, upon mutual agreement, submit a
Dispute to mediation by a third party, neutral mediator.. All mediator fees shall be equally
shared by the Parties.
33.4 Performance During Disputes. Vendor shall be under the obligation to continue to
provide Services to the City while the Parties are seeking to resolve any Dispute so long as
the City shall continue to pay Vendor all Service Fees, both past due and as they come due,
unless the Dispute relates to payment of a Service Fee (or some portion thereof) in which
event the City may retain such disputed amount pending resolution of the Dispute.
33.5 Litigation. If any legal or equitable action or any mediation or arbitration or other
proceeding is brought for the enforcement or interpretation of this Agreement, or because
of an alleged claim, dispute, breach, default, or misrepresentation in connection with any
provision of this Agreement, the successful or prevailing party will be entitled to recover
reasonable attorneys' fees and other costs (including the fees and costs of experts) incurred
in that action or proceeding, in addition to any other relief to which it may be entitled.
34 WITHHOLD REMEDY
In addition to, and cumulative of all other remedies in law, at equity and provided under this Agreement
or this Section, in the event City reasonably believes Vendor is in default of a material duty or obligation
under this Agreement and it fails to cure the default within thirty (30) days after receipt of written
notice of default from City setting forth with specificity the nature of the default of a material duty or
obligation and the requested remedy or cure, City may, without waiving any other rights under this
Agreement, elect to withhold payments due to Vendor under this Agreement during the period
beginning with the 31st day after Vendor's receipt of notice of default and ending on the date that the
default has been cured to the reasonable satisfaction of City. Vendor shall continue to provide the
Services, so long as City pays Vendor at least fifty percent (50%) of the monthly invoice. Upon curing of
the default by Vendor, City will cause the withheld payments to be paid to Vendor, without interest.
Upon resolution of the claim, Vendor shall issue to City any applicable credit or reinstitute the disputed
amount as an amount due within thirty (30) days from the final resolution of the dispute. Under no
circumstances may City withhold Fees and charges which are overdue to Vendor for items not in
dispute, nor may City offset such overdue Fees and charges against amounts to be legitimately withheld.
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35 SECURITY AND REVIEWS
35.1 Information Security Review. During the Term, City may perform information security
reviews on any Systems, Equipment, software, network(s) or facilities used by Vendor to
provide the Services hereunder ("Reviews"). The Reviews may include physical inspection,
external scan, internal scan, code review, process reviews and reviews of system
configurations. The Reviews may be conducted, at City's discretion and at City's expense, by
City or its designee(s). Vendor will not bring any claim otherwise permitted by any Laws
which may provide a cause of action against City based upon Reviews permitted under this
Section and conducted pursuant to the agreed upon scope and methodology. Should any
Review result in the discovery of material security risks to the Systems, Equipment,
software, network(s) or facilities used by Vendor to provide the Services, City shall promptly
notify Vendor of such risks, and Vendor shall respond to City in writing within three (3)
Business Days with Vendor's plan to take reasonable measures to promptly correct, repair,
or modify the applicable System, Equipment, software, network or facility to effectively
eliminate such risks at no cost to City or the other City Authorized User. Upon approval by
City, Vendor shall implement such plan as quickly as practicable. Should Vendor fail to take
reasonable measures to remedy the identified risk, City may terminate this Agreement for
cause effective immediately.
35.2 Benchmarking and Audits. Vendor shall reasonably cooperate with any benchmark or
service audit conducted by City, provided that such audit shall be conducted at City's
expense. The results and reports of any benchmark or service audit shall be submitted by
the benchmarker to the City IT Manager.
36 BILLING ADJUSTMENTS
Vendor shall provide the City IT Manager with a monthly summary of credit and debit billing
adjustments. The summary shall include, but not be limited to, the number and types of adjustments
identified, the number of adjustments resolved and the number and types of adjustments that are
outstanding. Vendor shall ensure that all billing debits and credits, including associated taxes, are
distributed on the billing reports and the invoice and are shown at the proper hierarchy level. If an
adjustment is found to exceed 20%, Vendor shall notify the City IT Manager before processing the
adjustment to the billing report and the invoice. Vendor shall process all adjustments on the reports
and invoice. In no event shall an adjustment result in a net increase to any Charge invoiced more than
one hundred and twenty (120) days after the original invoice date for that Charge other than Fees that
are the subject of a Dispute that is not resolved within one hundred twenty (120) days in accordance
with Section 33.
37 CONFLICT OF INTERESTS
Vendor represents and warrants to City that neither Vendor nor any of its Affiliates, nor any Vendor
Personnel or Subcontractor, has accepted or shall accept anything of value based on an understanding
that the actions of Vendor, any such Affiliates or any such Subcontractor or Vendor Personnel would be
influenced thereby in connection with this Agreement. Vendor further represents and warrants that it
has not given and will not give commissions, payments, kickbacks, gifts, lavish or extensive
entertainment or other inducements to any City Personnel in connection with this Agreement at any
time during the Term. Vendor also represents and warrants that, to the best of its knowledge, no
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officer, director, employee, agent or representative of Vendor and/or any Subcontractor or Vendor
Personnel has given any such payments, gifts, entertainment or other thing of value to any City
Personnel prior to the Effective Date of this Agreement. Vendor further represents and warrants that
no employee, official or member of City Council of City has or will have a pecuniary interest or benefit
directly or indirectly from this Agreement and that it has not offered or given gratuities (in the form of
entertainment, gifts or otherwise) to any employee, official or member of City Council of City with a
view toward securing favorable treatment in the awarding, amending or evaluating the performance of
this contract. For breach of any representation or warranty in this clause, City shall have the right to
terminate this Agreement without liability and/or have recourse to any other remedy it may have at law.
38 INFORMATION FURNISHED TO CITY
Vendor represents and warrants to City that all written information (including financial information)
furnished to City prior to the Effective Date by or on behalf of Vendor in connection with this
Agreement, including in the Vendor's Proposal, and all the information made a part of this Agreement
and any exhibits hereto is true, accurate and complete, and contains no untrue statement of a material
fact or omits any material fact necessary to make such information not misleading.
39 PROTECTION OF CITY PROPERTY
Vendor shall use reasonable care to avoid damaging existing buildings, equipment and vegetation on or
about premises owned by, or under the control of, City. If Vendor's failure to use reasonable care
causes damage to any such property to the extent such damage was caused solely by Vendor, Vendor
shall replace or repair the damage at no expense to City. If the Vendor fails or refuses to make such
repair or replacement, Vendor shall be liable for the cost, which may be deducted from the Fees.
40 COMPLETENESS OF DUE DILIGENCE ACTIVITIES
Vendor acknowledges that it has been provided with sufficient access to City Sites, information and
personnel, and has had sufficient time in which to conduct and perform a thorough due diligence of City
operations and requirements and City assets currently used by City (or its designated Third Party
Vendors) in currently providing such services. In light of the foregoing, Vendor will not seek any
adjustment in the Fees based on any incorrect assumptions made by Vendor in arriving at the Fees.
41 AUDIT, INSPECTION, AND EXAMINATION OF RECORDS
41.1 General. In order to fully realize its objectives, with advance written notice at
reasonable times and not more frequently than once per year, City must have full and free
access to, and the right to audit and to make excerpts and transcripts from, any and all
pertinent books, accounting records, documents, invoices, papers and the like of the Vendor
or its subcontractors, or in the possession of the Vendor, regarding the Services provided
under this Agreement to the extent the City deems necessary to ensure that City is paying
only the amounts to which Vendor is properly entitled or for other purposes relating to the
Agreement ("Contract Records").
41.2 Contemporaneous Documentation. On an ongoing basis, Vendor must document the
Services in sufficient detail for a qualified third party to understand the nature and scope of
the Services. As requested by City from time to time, and at no additional charge to City,
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Vendor shall make available to City for review a copy of all Vendor Proprietary
Documentation required to enable City to fully utilize, as permitted under this Agreement,
the Services, Vendor Equipment, Vendor Proprietary Tools, and Vendor Proprietary
Software. Vendor shall update and maintain all Vendor Proprietary Documentation within
thirty (30) days after a change in a previously documented process occurs unless otherwise
agreed by the Parties in writing. If Vendor Proprietary Documentation is revised or
supplemented, Vendor shall make available for review a copy of such revised or
supplemental Vendor Proprietary Documentation to City on request and at no cost to City.
41.3 Contract Records. With respect to the performance of Services and as reasonably
needed to validate Vendor's compliance with this Agreement, Vendor shall maintain
complete and accurate Contract Records. Vendor shall retain Contract Records in
accordance with City's record retention policy, as modified from time to time and provided
to Vendor in writing during the Term. Vendor also shall ensure that as part of its disaster
recovery and business continuity obligations, Vendor will protect all Contract Records and
ensure that they are fully and completely backed -up and recoverable in the event of a
disaster.
41.4 Recordkeeping. Vendor shall maintain the Contract Records complying in all respects
with all applicable laws including transaction -level documentation, such as supporting
invoices, purchase orders, bills of lading, tax returns, exemption certificates and other
relevant documents, all as applicable laws require. Such records and books, and the
accounting controls related thereto, shall be sufficient to provide reasonable assurances
that: (a) transactions are recorded so as to permit the preparation of Vendor's financial
statements to maintain accountability for its assets; and (b) the recorded accountability for
assets is compared with the existing assets at reasonable intervals and appropriate action is
taken with respect to any differences. Vendor shall retain and maintain accurate records
and documents relating to performance of Services under this Agreement until the end of
the Record Retention Period.
41.5 Self Audits. In addition to the audits authorized by City as set forth above, on an annual
basis, Vendor shall perform a self -audit of its business and operations to evaluate its
compliance with the City Rules. The scope and nature of such audit shall be mutually agreed
upon by the City IT Manager and the Vendor. The audit shall be initiated no later than the
anniversary date of each Contract Year. Within sixty (60) days of the initiation of the self -
audit, Vendor shall provide City with a written report outlining the results of the self -audit.
41.6 Third Party Audits. The City may be subject to regulation and audit by governmental
bodies, standards organizations, other regulatory authorities, or other parties to contracts
with the City under applicable laws, rules, regulations, standards or contract provisions. If a
governmental body, standards organizations, other regulatory authority, customer, client or
other party to a contract with the City exercises its right to examine or audit the City's
books, records, documents or accounting practices and procedures pursuant to such laws,
rules, regulations, standards or contract provisions, Vendor shall provide all assistance
reasonably requested by the City in responding to such audits or requests for information
(including allowing the City to conduct an audit pursuant to Section 41.1), and shall do so in
an expeditious manner to facilitate the prompt closure of such third party audit or request.
City o Rancho Palos Verdes— Information Technology Services Agreement 1775793 29
33
42 SUBCONTRACTORS
42.1 Approval Required. City has relied, in entering into this Agreement, on the reputation
of, and on obtaining the personal performance of, Vendor itself. Consequently, Vendor shall
not perform or provide all or any portion of the Services through Subcontractors (including
Affiliates of Vendor), including providers of hardware and software, without the prior
written consent of the City IT Manager, which consent may be withheld by the City IT
Manager in his sole discretion. Any attempt by Vendor to subcontract any performance,
obligation or responsibility under this Agreement, without the prior written consent of the
City, shall be null and void and shall constitute a material breach of this Agreement. Vendor
shall ensure that each Subcontractor has obtained and maintains all licenses required in
connection with the Services for which such Subcontractor is responsible.
42.2 Request for Approval. If Vendor desires to subcontract any portion of its performance,
obligations or responsibilities under this Agreement, Vendor shall make a written request to
City for written Approval to enter into the particular subcontract. Vendor's request to City
shall include: (a) the reason(s) for the particular subcontract; (b) a detailed description of
the work to be performed by the proposed Subcontractor; (c) identification of the proposed
Subcontractor and an explanation of why and how the proposed Subcontractor was
selected; and (d) any other information reasonably requested by City. City will review
Vendor's request to subcontract and determine, in its sole and absolute discretion, whether
or not to consent to such request on a case-by-case basis.
42.3 Subcontractor Agreements. All contracts between Vendor and its Subcontractors
entered into by Vendor after the Commencement Date exclusively or primarily for City must
be materially consistent with the terms and conditions of this Agreement, to the extent such
terms and conditions are relevant to the Services to be provided by the Subcontractor, and
shall identify City as a direct and intended third party beneficiary thereof. City agrees that,
in the event it (a) terminates any Service(s) then being performed by a Subcontractor under
such Subcontractor's contract with Vendor and is not obligated to pay a termination fee to
Vendor; or (b) terminates any Service(s) then being performed by a Subcontractor pursuant
to Section 42.4, it will not subsequently directly engage such Subcontractor to perform the
Service(s) such Subcontractor had been performing for City under its contract with Vendor.
42.4 Vendor Obligations Remain Unchanged. Vendor shall remain responsible to City for any
and all performances required under this Agreement by Vendor or its approved
Subcontractors, including, but not limited to, the obligation to properly manage, supervise,
coordinate and perform all work required under this Agreement and with respect to the
Services, and no subcontract shall bind or purport to bind City or excuse Vendor from
performance. Vendor shall manage and supervise the activities and performance of each
Subcontractor and shall be jointly and severally liable with each such Subcontractor for any
act or failure to act by such Subcontractor in connection with or related to the Services. If
City determines that the performance or conduct of any Subcontractor is unsatisfactory, City
may notify Vendor of its determination in writing, indicating the reasons therefor, in which
event Vendor promptly shall take all necessary actions to remedy the performance or
conduct of such Subcontractor or, subject to the terms of Section 21, replace such
Subcontractor with another Third Party Vendor or with Vendor Personnel. Vendor shall be
solely liable and responsible for any and all payments and other compensation to, and the
City o Rancho Palos Verdes— Information Technology Services Agreement 1775793 30
34
performance of, all Subcontractors and their officers, employees, agents and independent
contractors. All agreements between Vendor and any Subcontractors shall include
provisions at least as favorable to City as those contained in this Agreement. In no event
shall Vendor be relieved of its obligations under this Agreement as a result of its use of any
Subcontractors.
43 CITY REFERRALS AND ASA REFERENCE SITE
City and Vendor agree that the Services provided by Vendor under the terms of this Agreement have the
potential to be marketed to other municipalities and entities. City agrees, upon Vendor's prior and
reasonable request, to act as a reference site for Vendor in connection with the services provided under
this Agreement, so long as such reference site visits do not tend to degrade performance of the Services.
In this connection, City will, upon timely receipt of notice thereof, make its facilities and personnel
reasonably available to Vendor as reasonably requested by Vendor to permit Vendor to provide site
visits to current and prospective clients and to demonstrate any or all of the services provided by
Vendor to City under this Agreement. City may unilaterally withdraw as a reference site in the City IT
Manager determines, in his sole and absolute discretion, that event site visits are unduly burdensome
and/or disruptive.
44 ADVERTISEMENT
Vendor shall not use in its external advertising, marketing programs, or other promotional efforts any data,
pictures, or other representation of City except on the specific written authorization in advance of the City
IT Manager. Vendor will limit and direct any of its advertising on the City premises and shall make
arrangements for such advertising through the City IT Manager. Vendor shall not install any signs or other
displays within or without City premises unless in each instance the prior written approval of the City IT
Manager has been obtained. However, nothing in this clause shall preclude Vendor from listing City on its
routine client list for matters of reference.
45 GENERAL
45.1 Notices. Except as otherwise provided herein, all notices required under this Agreement
shall be in writing and delivered personally or by first class mail, postage prepaid, to each
Party at the address listed below. Either Party may change the notice address by notifying
the other Party in writing. Notices may be sent by either facsimile or U.S. Mail. Notices shall
be deemed received upon receipt of same or within three (3) Business Days of deposit in the
U.S. Mail, whichever is earlier. Notices sent by facsimile shall be deemed received on the
date of the facsimile transmission.
If to Vendor:
VENDOR REPRESENTATIVE
Andrew Salisbury
Prosum, Inc
2321 Rosecrans Ave. Suite 4225
EI Segundo, CA 90245
If to City:
CITY REPRESENTATIVE
Daniel Landon
City of Rancho Palos Verdes
30940 Hawthorne Blvd.
Rancho Palos Verdes, CA 90275
45.2 Waiver. Waiver of breach or failure to perform any provision of this Agreement shall
not be deemed a waiver of future performance nor shall it prejudice the waiving Party's
City o Rancho Palos Verdes— Information Technology Services Agreement 1775793 31
35
right to require strict performance of the same provision or any other provision in the
future. No term or condition of this Agreement shall be waived, modified or deleted except
by an instrument, in writing, signed by the Parties hereto
45.3 Assignment. Except as otherwise provided in Subsection 45.3.1, Vendor shall
not assign, subcontract or otherwise transfer all or any part of this Agreement or
funds to be received under this Agreement (collectively, "Assignment" or "Assign")
without first procuring the prior written approval of City (which approval will not be
unreasonably withheld) subject to the terms, covenants, and conditions contained
in this Agreement.
45.3.1 Exception. The foregoing prohibition on assignment shall not preclude Vendor
from assigning, with notice to City, this Agreement to an Affiliate, a corporation
with which Vendor may merge or consolidate, or the purchaser of all or a
material portion of the assets of Vendor; provided that prior to or concurrently
with the effective date of any such transfer, the assignee executes and delivers
to the City an instrument containing an express assumption of all of Vendor's
obligations under this Agreement.
45.3.2 Procedure. Should Vendor desire to enter into an Assignment, Vendor will
request, in writing, City's consent to the proposed Assignment at least thirty
(30) days before the intended effective date of the proposed Assignment, which
request will include the following: (a) full particulars of the proposed
Assignment, including its nature, effective date, terms, and conditions; (b) a
description of the identity, net worth, and previous business experience of the
proposed transferee; (c) a complete business plan prepared by the proposed
transferee; and (d) any further information relevant to the proposed
Assignment that City reasonably requests. Within thirty (30) days after receipt
of Vendor's request for consent to the proposed Assignment together with all of
the above required information, City will respond in writing by either (i)
consenting to the proposed Assignment; or (ii) refusing to consent to the
proposed Assignment on reasonable grounds which must be stated in the
response. Vendor agrees that City may refuse its consent to the proposed
Assignment on any reasonable grounds, and (by way of example and without
limitation) Vendor agrees that it will be deemed reasonable for City to withhold
its consent if any of the following situations exist or may exist: (a) the proposed
transferee's financial condition is inadequate to support all of the financial and
other obligations of Vendor under this Agreement; (b) the business reputation
of the proposed transferee is not reasonably acceptable to City; and (c) the
proposed transferee is not likely to conduct its business under this Agreement
of a quality substantially equal to that conducted by Vendor. Except as
otherwise provided in Subsection 45.3.1, any purported Assignment without
City's prior written consent will be void and of no force or effect. A consent to
one (1) Assignment by City will not be deemed to be a consent to any
subsequent Assignment to any other party. City may terminate this Agreement
rather than accept any proposed assignment or subcontracting. Such
assignment or subcontracting must be approved by the City Council.
City o Rancho Palos Verdes— Information Technology Services Agreement 1775793 32
36
45.4 Conflicting Terms. In the event of any conflict between the body of this Agreement and
any Exhibit to this Agreement, the body of this Agreement shall control over any conflicting
provision in any Exhibit to this Agreement.
45.5 Governing Law. This Agreement shall be construed in accordance with and governed by
the laws of the State of California, excluding California's choice of law rules, and any legal or
equitable action or other proceeding relating to or arising under this Agreement shall be
brought solely in the California Superior Court for Los Angeles County, which jurisdiction the
Parties hereby expressly consent to.
45.6 Severability. If any part of this Agreement is found to be invalid by a court of competent
jurisdiction, all other provisions shall remain in full force and effect and the provisions found
invalid shall be enforceable to the maximum extent permitted.
45.7 Delays and Extensions of Time.
45.7.1 Neither Party shall be liable for any delay or failure to perform its obligations
hereunder to the extent that such delay or failure is caused by a force or event
beyond the control of such Party, including without limitation, war, embargoes,
strikes, governmental restrictions, riots, fires, floods, earthquakes, acts of
terrorism, or other Acts of God (the "Force Majeure"); provided that Vendor
shall use its best efforts to assist the City in establishing necessary Services
elsewhere, in the event of the occurrences of a Force Majeure which:
45.7.1.1 Materially prevents Vendor from providing any of the Services
for more than ten (10) Business Days, and Vendor has not successfully
transferred the City's data processing to a backup facility under terms
and conditions reasonably acceptable to the City, or
45.7.1.2 Causes the normal operations of the site to be interrupted for
more than forty-five (45) days, and in the City's reasonable business
judgment it is necessary to pursue alternative means of meeting the
City's data processing needs. Vendor shall use its best efforts to assist
the City in establishing necessary Services elsewhere. Any termination
arising from such City decisions shall be a termination for convenience
and Vendor shall be reimbursed for the costs of work performed up to
the date of such termination, to include Transition costs.
45.7.2 Vendor's sole remedy for delays outside its control, other than those delays that
are caused by the City, shall be an extension of time. No matter what the cause
of the delay, Vendor must document any delay and request an extension of time
in writing at the time of the delay to the satisfaction of City. Any extensions
granted shall be limited to the length of the delay outside Vendor's control. If
Vendor believes that delays caused by the City will cause it to incur additional
costs, it must specify, in writing, why the delay has caused additional costs to be
incurred and the exact amount of such cost at the time the delay occurs. No
additional costs can be paid that exceed the "not to exceed amount" absent a
written amendment to this Agreement.
City o Rancho Palos Verdes— Information Technology Services Agreement 1775793 33
37
45.8 Vendor Representations and Warranties. In addition to any express agreements of
Vendor contained herein, the following constitute representations and warranties of Vendor
to City:
45.8.1 Power and Authority. Vendor has the legal power, right and authority to enter
into this Agreement and the instruments referenced herein, and to
consummate the transactions contemplated hereby. The individuals executing
this Agreement on behalf of Vendor shall have the legal power, right and actual
authority to bind Vendor to the terms and conditions hereof and thereof.
45.8.2 Requisite Action. All requisite corporate action has been taken by Vendor in
connection with the entering into of this Agreement.
45.8.3 Validity. This Agreement shall be a valid, legally binding obligation of and
enforceable against Vendor in accordance with its terms.
45.9 Non -Discrimination and Affirmative Action Program. The City is an equal opportunity
employer and requires that Vendor comply with policies and regulations concerning equal
opportunity. During the performance of this Agreement, Vendor agrees as follows:
45.9.1 Vendor shall not discriminate against any employee or applicant for
employment because of race, color, religion, sex, marital status, national origin,
ancestry, age, mental or physical disability or handicap, medical condition, or
sexual orientation. Vendor shall ensure that applicants are employed and that
employees are treated during employment, without regard to their race, color,
religion, sex, marital status, national origin, ancestry, age, mental or physical
disability or handicap, medical condition, or sexual orientation. Such actions
shall include, but not be limited to the following: employment, upgrading,
demotion or transfer, recruitment or recruitment advertising, layoff or
termination, rates of pay or other forms of compensation and selection for
training, including apprenticeship. Vendor agrees to post in conspicuous places,
available to employees and applicants for employment, a notice setting forth
provisions of this non-discrimination clause.
45.9.2 Vendor shall, in all solicitations and advertisements for employees placed by, or
on behalf of Vendor, state that all qualified applicants will receive consideration
for employment without regard for race, color, religion, sex, marital status,
national origin, ancestry, age, mental or physical disability or handicap, medical
condition, or sexual orientation.
45.9.3 Vendor shall cause the two immediately foregoing subsections to be inserted in
all subcontracts for any work covered by this Agreement, provided that the
foregoing provisions shall not apply to subcontracts for standard commercial
supplies or raw materials.
45.10 Compliance with Laws. Vendor shall be knowledgeable of and comply with all local,
state and federal laws, rules and regulations which may apply to the performance of this
Agreement ("Laws"). Vendor warrants and represents that all of its Personnel, including any
and all prospective personnel hired to perform services for the City under this Agreement
and the employees of any subcontractor retained by Vendor to perform a portion of the
services under this Agreement, are and will be authorized to perform the services
contemplated by this Agreement in full compliance with all applicable state and federal
City o Rancho Palos Verdes— Information Technology Services Agreement 1775793 34
38
laws, rules and regulations, including, but not limited to, the Immigration Nationality Act of
1952 (commencing with Section 1101 of Title 8 of the United States Code), and the
Immigration Nationality and the Immigration Reform and Control Act of 1986 (commencing
with Section 1324a of Title 8 of the United States Code), as amended. Vendor agrees to
indemnify and hold the City, its officials, and employees harmless for, of and from any loss,
including but not limited to fines, penalties and corrective measures, the City may sustain by
reason of Vendor's failure to comply with said Laws.
45.11 No Agency Conferred. Except as City may specify in writing, Vendor shall have no
authority, express or implied, to act on behalf of City in any capacity whatsoever as an
agent. Vendor shall have no authority, express or implied, to bind City to any obligation
whatsoever.
45.12 Entire Agreement. This Agreement constitutes the entire agreement of the Parties.
No other agreement, representation, promise, warranty or statement, whether oral or
written, pertaining to the work or Services to be performed under this Agreement shall be
of any force or effect unless it is in writing and signed by both Parties. Any work performed
which is inconsistent with or in violation of the provisions of this Agreement shall not be
compensated. It is further expressly agreed by and between the Parties hereto that should
there be any conflict between the terms and conditions of this instrument and those in the
bid or proposal of the Vendor, then this instrument shall control and nothing herein shall be
considered as an acceptance of the said terms of said proposal conflicting herewith.
45.13 Acceptance of Service of Process. In the event that any legal action is commenced by
the Vendor against the City, service of process on the City shall be made by personal service
upon the City Clerk or in such other manner as may be provided by law. In the event that
any legal action is commenced by the City against the Vendor, service of process on the
Vendor shall be made by personal service upon the corporate agent for service of process
identified in the records of the California Secretary of State or in such other manner as may
be provided by law.
The Parties agree to and enter this Agreement as of the date first above written.
CITY OF RANCHO PALOS VERDES, municipal VENDOR, PROSUM, INC., a California corporation
corporation
City Signature:
Printed Name:
Title:
Date:
First Vendor Signature:
Printed Name:
Title:
Date:
City o Rancho Palos Verdes— Information Technology Services Agreement 1775793 35
39
APPROVED AS TO FORM: Second Vendor Signature:
City Attorney
Printed Name:
Title:
Date:
City o Rancho Palos Verdes— Information Technology Services Agreement 1775793 36
40
EXHIBIT A — SCOPE OF WORK AND FEES
EXHIBIT B—SERVICE LEVEL AGREEMENTS
EXHIBIT C— DEFINITIONS
EXHIBIT D — PROSUM PROPOSAL (including Response to Proposal dated February 20, 2015 and Response
to Clarification Document dated March 7, 2015)
EXHIBIT E — CITY REQUEST FOR PROPOSALS DATED JANUARY 14, 2015
City o Rancho Palos Verdes— Information Technology Services Agreement 1775793 37
41
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43
ExecutiveSummary..............................................................................................................................................................................4
CurrentState......................................................................................................................................................................................6
DesiredState.....................................................................................................................................................................................6
Overview of Proposed Services..................................................................................................................................................8
ProsumProfile....................................................................................................................................................................................10
ClientProfile........................................................................................................................................................................................11
Core Business Proprietary Applications...............................................................................................................................11
SupportedInfrastructure...........................................................................................................................................................12
Approach& Scope............................................................................................................................................................................13
1. Service Transition.....................................................................................................................................................................14
2. IT Service & Support...............................................................................................................................................................19
3. Improvement Projects (Pool of Consulting Hours).....................................................................................................27
Pricing& Terms..................................................................................................................................................................................29
Pricing................................................................................................................................................................................................ 29
GeneralAssumptions..................................................................................................................................................................29
ChangeOrders...............................................................................................................................................................................31
PROSUM
This Statement of Work — IT Services and Support is Exhibit A to the Information Technology Services
Agreement by and between the City of Rancho Palos Verdes and Vendor, Prosum, Inc. ("Prosum"), effective
May 18, 2015 ("Agreement"). This Statement of Work is subject to all of the terms, conditions and provisions
of the Agreement. Except as otherwise provided in the Agreement, in the event of any conflict or
inconsistency between this Statement of Work and the Agreement, the terms, conditions and provisions of
the Agreement shall take precedence.
On January 141h, 2015, the City of Rancho Palos Verdes ("RPV") released a request for proposals, which
Prosum responded to on February 20th, 2015. This Statement of Work reflects information that was obtained
throughout the proposal process as well as concessions that differ slightly from the solution that was
included in the submitted proposal. Where this Statement of Work differs, notes are provided to indicate
the change and rationale.
The RFP presented several organizational needs that were presently not being matched with their
incumbent service provider.
•Align IT investments with needs
& outcomes
•Implement improvements at the
direction of IT Manager
• Routine maintenance • Onsite and remote user support
•Comprehensive documentation •Access to varied skills sets and
• Reporting & analysis experience levels
Prosum has utilized its wealth of knowledge and experience in the industry to accomplish outstanding
objectives for our clients, including many municipalities; achievements that have been recognized as
extremely cost effective in this ever growing business. Prosum recognizes that the success of any
engagement is close communication with the client, the ability and willingness to think outside the box and
provide comprehensive, cost savings solutions that meet the needs of the client. Identifying the client's
needs and accommodating them is an area where Prosum excels, and we are prepared to continue these
services for the City of Ranchos Palos Verdes so they can utilize leading edge technology with the ability to
interface with a broad array of subject matter expertise, and to benefit from an experienced industry leader.
Throughout the term of this Agreement, Prosum will seek to maximize the use of the time and resources
required by RPV by leveraging our current, experienced senior level team that has hands-on expertise,
and is well versed in the goals and objectives of municipalities.
Ell
W
CURRENT STATE
As reported in the RFP, RPV's current supported environment consists of 107 active users spread across 6
departments and 6 facility locations. Core IT service areas include 15 line -of -business applications, a
complex server and network infrastructure including storage services, internet enabled voice and
communication tools, and audio/visual systems.
Over the past 18 years the current IT services provider has been able to leverage their institutional
knowledge of RPV to provide the support needed by the organization. However, recent organizational
needs and changes to the management team have led to a gap in expectations and provided services.
THEMES PRESENT CHALLENGES
IT Strategy — IT investments are not being leveraged to achieve return on investment through
productivity improvements or cost savings.
IT Operations — Operations tools and technologies are not provided by the current IT service
provider, significant investments have been made by RPV to deliver these services
for the growing infrastructure.
Responsive Support — Limited availability to escalation resources leading to extended resolution times and
customer satisfaction issues.
DESIRED STATE
As was expressed in the RFP, RPV would like
to partner with an IT Services firm that will
assist with strategic IT planning and
guidance, and ensure IT initiatives are in
alignment with business drivers; including
the evaluation and recommendation of new
services such as hosted and cloud based
services. The organization seeks to forge a
more strategic, proactive approach to IT in
order to garner a strong business return on
their IT investments. In addition, RPV seeks
to improve end user productivity and service
levels through improved processes and
operational models, and proactive support
and infrastructure management.
N.
2.1 Information Technology Outsourcing Objectives
Through this RFP, the City is striving to create an IT outsourcing relationship(sp which
will
• Provide the best value possible for the work being performed;
• Offer key vendor support of the technologies in place at the City;
• Meet Residents', City Council and Staff business technology needs by
maintaining technology that is up to date, secure, efficient and productive,
• Deliver enhanced services focusing on best practices methodology,
• Maintain or improve policies and standards defined by the City,
• Maximize the return on City information technology investments;
• Optimize IT systems, applications, across the City platforms,
• Provide access to value-added resources,
• Assist in planning for future IT infrastructure and services to meet the City's
changing business needs;
• Implement new agreements) with a transition plans} thatensure minimal
disruption to City operations,
• Allow for open communications between selected service provider(sf, City IT
Manager, leadership and departments.
An important part of the City's overall FT service delivery model is the conscious
alignment of services with organizational business needs, strategies and objectives.
This alignment is achieved through the City's Technology Steenng Committee (TSC). The
TSC provides technology directional IeadershipG contributes to IT strategy decisions, and
recommends additions and modifications to the systems and outsourcing contracts in
order to respond to evolving service delivery requirements.
47
In an effort to address the goals defined, Prosum understands the desired outcomes of a future state
support model include:
PRosum
.•
- Assess the overall health of RPV's IT environment, identify any immediate risks, and
suggest and implement opportunities for improvement and provide technology
IT Strategy
guidance based on trends and insight.
- Assist IT Manager in crafting a preliminary IT Roadmap / Strategic Plan based on
findings and requirements gathered.
- Support the evolution of IT as a strategic partner to the business
- Evaluate current IT operating environment and provide improvements to meet
business objectives.
IT Operations
Gain in-depth knowledge of the environment and assemble/create documentation.
- Jointly establish the necessary processes to efficiently support the environment
moving forward resulting in improved network performance with minimal
downtime.
- Jointly determine the level of business dependence and alignment with IT and
Responsive
acceptable levels of IT support.
Support
- Improve levels of support and responsiveness.
- The ability for RPV to focus less on IT and more on their core business services.
PRosum
.•
OVERVIEW OF PROPOSED SERVICES
This Statement of Work includes three separate components:
Service TransitionProject tolearn and document ITenvironment in
order to provide ongoing services
• Monthly support retainer for onsite IT resources,
IT Service & Support operational maintenance activities, and responsive
support.
• Projects initiated under the direction and approval of
Improvement Projects RPV IT Manager and escalations for services outside
the scope of IT Service & Support
2015 MONTHLY FEE SCHEDULE
Service Transition will be treated as a project of $50,100 split over 2 (two)
months prior to the beginning of the standard annual support agreement on
July 1, 2015.
IT Projects (Pool of Hours) - RPV will issue a purchase order ('PO) for $12,500
for a pool of Consulting Hours annually on July 1. Prosum will invoice RPV for
these additional services hours as authorized by the City IT Manager as the
hours are used. Hours will remain available for the entirety of the RPV fiscal
year, any remaining unused hours will expire on June 30 of each subsequent
year. This $12,500 pool of hours for additional consulting services is included
in the ten percent (10%) contingency provided in Section 2 of the Agreement
n
i •
May '15
Jun '15
Jul '15
Aug '15
Sep '15 -
Jun '19
Service Transition
25,050
25,050
IT Service & Support (basic services)
14,365
14,365
14,365
IT Projects (pool of hours)
See below
TOTAL MONTHLY FEES
25.050
25,050
14,365
14,365
14,365
Service Transition will be treated as a project of $50,100 split over 2 (two)
months prior to the beginning of the standard annual support agreement on
July 1, 2015.
IT Projects (Pool of Hours) - RPV will issue a purchase order ('PO) for $12,500
for a pool of Consulting Hours annually on July 1. Prosum will invoice RPV for
these additional services hours as authorized by the City IT Manager as the
hours are used. Hours will remain available for the entirety of the RPV fiscal
year, any remaining unused hours will expire on June 30 of each subsequent
year. This $12,500 pool of hours for additional consulting services is included
in the ten percent (10%) contingency provided in Section 2 of the Agreement
n
i •
IT Service & Support Fees (basic services) will remain consistent throughout the
term of the Agreement, unless mutually agreed upon and executed with a
written Change Order in accordance with the Agreement, and which may or
may not ,be an increase or decrease in service delivery and/or fees.
PROSUM
50
Prosum, Inc. (Prosum) is a technology services company that builds lasting partnerships by giving our clients
a competitive advantage in their marketplace through a unique combination of Business Consulting,
Technology Solutions, Outsourcing and Resource Staffing. Prosum brings years of experience in providing
enterprise infrastructure and managed support services utilizing proven and emerging Microsoft
technologies as well as proven experience in delivering project based solutions on time and on budget.
Prosum's consulting approach is based on the realization that business
processes and their supporting applications and systems can only be fully
understood, implemented, supported and improved by understanding
their interdependencies. Our holistic approach is driven by understanding
and aligning our clients':
- BUSINESS VISION AND STRATEGY
- IT VISION AND STRATEGY
- TECHNICAL, ENTERPRISE, AND BUSINESS ARCHITECTURES
- SERVICE ORIENTATED OPERATIONS
At a high-level, the approach is driven by an understanding of how the technical architecture supports the
IT services provided to the business. This ensures that all IT service requirements are addressed in a
comprehensive and well-planned manner allowing for efficient tactical day-to-day support along with long-
term strategic direction for Information Technology as a whole.
Prosum employs over 200 dedicated IT Professionals and has a very diverse client base which includes small
and medium sized to Fortune 100 clients, with no single client comprising greater than 10% of Prosum's
revenue. Having a broad client base contributes to Prosum's stability and makes Prosum a dependable
long-term IT partner.
10
51
CORE BUSINESS PROPRIETARY APPLICATIONS1
FAPPLICATION TITLE
ERP (Sungard/IBM)
FUNCTIONAL AREA
Finance
ADP Payroll (SaaS)
HR / Payroll
Sungard Naviline
Business Licensing
Accela Tidemark
Code Enforcement
Accela Tidemark
Community Dev Permitting
Excel (manually)
Asset Management & Work Orders
Public Works
EPM
Project Management — Public Works
Laser Fiche
Document Management
Cougar Mountain Denali
Point of Sale (POS)
Active.net (SaaS)
Facility Rentals & Activities
EOC (Incident Management)
Emergency Management
System Center Configuration Manager (SCCM)
Inventory Management
CoreLogic
Parcel Data
CivicPlus
Website, emergency notifications
Microsoft SharePoint
Intranet portal
Granicus
Video streaming for broadcasts
ESRI (GIS)
GIS
1 For more details, please refer to the Appendix E (pages 65 — 67) in the RFP
PROsum
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Should any of the above systems change, support will convert to the new system subsequent to a change
order at no extra cost. Prosum will not be responsible for system conversion other than minor assistance
with server creation, Microsoft configurations, client installations, etc. RPV is responsible for maintaining
maintenance support agreements.
SUPPORTED INFRASTRUCTURE2
This Agreement includes comprehensive support for the components identified below:
Locations
DEVICE TYPE
QTY
VERSION
Servers
30
Windows Servers (virtual)
3
Physical Hosts (Hyper V)
1
AS400 — hardware support by third
party
Directory Services
2
Domain controllers
Messaging
6
Exchange 2013 & Lync (phone)
Database
4
SQL
SAN / NAS
2
1— Nimble, 1 - Equilogic
Workstations
109
Windows 7/8 (Dell)
3
Microsoft Surface Tablets
Networking
FIOS 150 mbps up/down
T1 backup
Several connections at remote
sites
Headquarters Rancho Palos Verdes, CA
Facilities 5
z For more details, please refer to the Appendix B and Appendix D (pages 57 — 58; 64) in the RFP
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PROSUM
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Provider
Transition
Environment
Assessment
IT Operations
Standardization
IT Documentation
Business Technology
Review
PROSUM
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1. SERVICE TRANSITION
RFP Section
Transition
Changes from RFP
Timeline adjusted to reflect detailed milestones that are needed to
successfully meet incumbent provider service termination on June
30, 2015.
®
While transition from incumbent provider will be completed within 6
weeks, the complete service transition project will exceed 6 weeks.
Description
Service Transition is comprised of the following major milestones:
1)
Provider Transition
— Responsive support transfer
— Operational configuration
— Triage
2)
Environment Assessment
— Responsive support transfer
3)
IT Operations Standardization
— Service configuration
— Service level standardization
4)
Documentation
5)
Business Technology Review
— Understand and document business requirements of IT
— Capture organization priorities
Service Type
Fixed Bid Project: Costs will be prorated and invoiced equally over a 3
month period. Basic work breakdown structure provided in Scope.
Outcomes/Deliverables
1)
IT health check scorecard
2)
Service Level Standardization
3)
Documentation
4)
IT Project and Investment Roadmap
Assumptions
IT Service & Support Agreement and Assigned Onsite Resources will
go into effect on July 1, 2015.
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1.1 SCOPE
EstimatedTask Title
Hours
Provider Transition
212
DELIVERABLE: RPV Overview Spreadsheet
6
Change passwords, lock down network & systems, etc.
4
Create SharePoint Portal
2
Customer Care Knowledge Transfer
16
Physical Access
2
Best Effort Triage of Stability Failures
80
Stability Checklist
4
Exit interview
4
Autotask Contact Import
2
Deploy Kaseya
12
Meetings — RPV
60
Meetings — Internal
24
Environment Assessment
88
DELIVERABLE: IT Scorecard
20
Physical Environment Assessment
40
Network Discovery Rapid Fire
6
Backup Assessment
2
Baseline Kaseya Reporting
4
Meetings — RPV
12
Meetings — Internal
4
Operational Configuration
62
Licensing Report
2
AV/AM Review/Deployment
16
AutoTask Workflow Configuration
8
Kaseya Configuration
16
Patch Maintenance Configuration
10
Meetings — RPV
8
Meetings — Internal
2
Business Review
23
DELIVERABLE: Findings, Recommendations, and Roadmap
8
Survey
2
Stakeholder Interviews
8
Analysis
2
Meetings — RPV & internal
1
PRosum
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56
Meetings — Internal 2
Environment Documentation
114
DELIVERABLE: Binder
8
Websites
2
Phone System
8
Vendors
24
Licensing
12
LOB Applications
8
Directory Services
4
Network
4
Messaging
4
Remote Access
4
Backups
2
Diagrams
16
Workflows
12
Meetings — RPV
4
Meetings — Internal
2
TOTAL PROJECT HOURS
503
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1.2 OUTCOMES
1.2.1 IT HEALTH CHECK SCORECARD
This document will provide information on your core IT systems and
your physical environment. For each area evaluated, the report will
document:
The current state of the environment.
A health rating and any areas of high risk.
A list of recommendations for improvements, including but
not limited to improvements, architectural changes,
colocation or cloud services, or disaster readiness planning.
Any risks associated with not performing the improvements.
Rough cost estimates may be provided for services or
improvements that are not included within the Scope of IT
Service & Support.
1.2.2 SERVICE LEVEL STANDARDIZATION
tti..w�ew.nvam«
Service Level Standardization establishes a common understanding about services, priorities,
responsibilities, guarantees, and warranties. While most service level expectations were communicated
within the RFP, Prosum reserves the right to review and negotiate SLA's and OLO's based on a deeper
understanding of RPV's environment. Revisions may be requested based on levels of availability,
serviceability, performance, operation, or other attributes of the service.
1.2.3 DOCUMENTATION
Prosum provides comprehensive documentation of your environment. A master repository will be
maintained and all documentation will be updated on a semi-annual basis. RPV has existing tools where
documentation may be stored and shared. However, in order to provide efficient responsive services, there
are some Prosum tools are required to be maintained.
As was outlined in the Response to Clarifications document presented on March 7, 2015, the following
outlines expected shared use of Prosum tools and opportunities to leverage RPV existing technologies for
like services.
PRosum
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We utilize our systems, tools, & processes when:
— It meets our customers' requirements &
expectations
— It allows for repeatable, standardized
outcomes
— It provides improved productivity
Repository
Purpose
Professional Services Automation
(PSA) tool which includes our service
AutoTask desk tools (ticketing), change
management, project management,
scheduling, etc.
Store RPV documentation such as
SharePoint network diagrams, as -built
documentation, project plans, etc.
Encrypted enterprise password
SecretServer management server for storage of
sensitive information such as
passwords.
We utilize custom or specialized systems, tools, &
processes when:
— Customer requirements exceed capabilities
of Prosum standards
— Isolation of information is necessary
— Productivity & customer satisfaction can be
maintained
RPV Access
A login to our secure Client Access Portal
website to submit tickets, monitor ticket
status, run reports, etc.
Weekly or monthly ticket reports. This can
be provided in raw format (CSV file or
similar).
Will primarily utilize the RPV's SharePoint
site to store all such information, and will
make a copy of the relevant documents to
Prosum's SharePoint as needed.
Prosum will provide the RPV IT Manager
with access to view the RPV's password
list. Upon request, Prosum can export the
RPV's password list, store it in an encrypted
file, and provide it to the RPV IT Manager.
Asset Will defer to RPV asset management process and tool.
Management
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2. IT SERVICE & SUPPORT
RFP Section Statement of Work and Service Level Agreements
Changes from RFP Assigned onsite resources modified from 2 assigned onsite
personnel for all working days to:
0 1 dedicated Helpdesk Analyst 5 days/week, 8 hour per day
0 1 rotating Support Engineer and/or Senior Engineer 2
days/week, 8 hour per day
o Scheduled during standard RPV operating hours, Tuesdays
until 8:00pm.
Description IT Service & Support outsourcing has 3 main components:
1) Proactive Support
— Monitoring
— Maintenance & Administration
2) Responsive Support
— Incident management
3) Advisory Services
— Reporting & analysis
— Planning & road mapping
Service Type Standard Monthly Fee: Costs are established based on the requested
assigned onsite resources and the estimated work effort required to
meet Service Level Agreements dictated in the RFP (Section 5 Statement
of Work and Service Level Agreements)
Outcomes/Deliverables 1) Monthly Reporting
2) Semi -Annual Roadmap Review
Assumptions 0 10% growth annually is included within the scope of services. Growth
that exceeds 10% will require a reevaluation of scope and fees.
® Assigned Onsite Resources will spend no more than 75% of their
working hours supporting RPV, tracked on a monthly basis.
Assigned Onsite Resources will resolve at least 50% of RPV reported
incidents/tickets.
Assigned Onsite Resources will be allocated 10-15 personal time off
days annually, depending upon their tenure. Scheduled leave will be
coordinated with RPV IT Manager prior to approval. During these
periods, Prosum will workjointly with RPV IT Manager and provide a
replacement resource.
In the event of an emergency situation, Assigned Onsite Resources
may be temporarily reassigned to another Prosum client and will not
exceed more than 4 hours for the day, or 16 hours in any one month
and will not interfere with pre -scheduled assignments like meeting
setups or other appointments.
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2.1 SUPPORT TEAM
Account Oversight Site Lead
Assigned Onsite Helpdesk Support
Analyst Engineer
Resources (5 days/week) (2 days/week)
Remote/Shared Customer Care Architects Operations
Resources
(Helpdesk) [Sr.ngineers (SMEs) Manager
2.1.1 ACCOUNT OVERSIGHT
Prosum will provide RPV with an Engagement Manager or Site Lead who will work closely with the RPV IT
Manager to ensure that RPV's IT needs are met. This person will act as the RPV IT Manager's single -point -
of -contact for all issues related to Prosum's service delivery, and will be accountable for the continuous
improvement of Prosum services by providing best practice solutions, recommend upgrades and changes,
and closely monitor Prosum's adherence to RPV's Service Level Agreements ("SLA's").
2.1.2 ASSIGNED ONSITE RESOURCES
Due to the demands of the user group, RPV has requested resources be specifically assigned to perform
their daily work from within the RPV headquarters. These resources will primarily be dedicated to perform
proactive and responsive support for RPV, yet they can perform work at the direction of the RPV IT Manager
within the confines of the assumptions.
2.1.3 REMOTE AND SHARED RESOURCES
As part of the monthly support agreement, Prosum will provide a shared pool of remote IT support staff
that work in concert with the onsite staff to maintain the IT infrastructure at or above end user expectations.
Prosum has found that our offering allows clients to enjoy the best of both worlds, receiving not only the
personal touch of on-site support but also the efficiencies of remote support in addition to industry subject
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matter expertise. The result is an extremely stable IT operating environment with fast incident response
ensuring end user satisfaction.
2.2 PROACTIVE SERVICES
We proactively update and manage all your computers and servers remotely including weekly patching of
workstations and monthly patching of servers. Patching will take place as un -intrusive as possible. Prosum
also monitors and ensures the backups occur consistently and successfully. Every aspect of your
infrastructure is monitored and issues can be spotted and fixed before they can cause any type of problem.
Approach and activities related to proactive services were outlined in Section 5.1.3 System Administration,
5.1.4 Voice and Communication Services, 5.1.5 Network, Cabling, and Wireless Services, and 5.1.6 Website
Technology Service of the RFP response including the RPV's outlined planned upgrades at no additional
cost.
Type of Operation Operating Level Objectives
SERVER SERVICES
Full support. Provide server administration services including maintenance of
supported operating system, applications such as database, messaging, web,
Server Administration
and their associated hardware, and software. Upgrades to hardware and
systems as planned and scheduled within the confines of scheduled hours and
assumptions.
System Backup
Full support. Ensure successful backup of critical data on all supported servers
per client retention policies.
Configuration Management
Full support. Provide configuration management, including minor upgrades
and security patches (Windows, Anti -Virus, Malware).
Full support. Monitoring and alerting of incidents, event logs, performance,
Server Monitoring
capacity, uptime, and security (Anti -Virus, patch management). Reports
generated and reviewed with RPV at regular intervals.
Limited level of support. Monitoring and alerting of incidents, event logs,
Website Monitoring
performance capacity, uptime, and security. Specific examples of supported
services are outline in Section 5.1.6 Website Technology Services within the RFP
response.
DESKTOP SERVICES
Full support. Provide desktop administration services including maintenance
Desktop Administration
of supported operating system and their associated hardware, and software.
Upgrades to hardware and systems as planned and scheduled within the
confines of scheduled hours and assumptions.
Configuration Management
Full support. Provide configuration management, including moves, adds and
changes, minor upgrades and security patches (Windows, Anti -Virus, Malware).
PRosum
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Full support. Monitoring and reporting of security services such as anti-virus,
Desktop Monitoring anti-malware, and patch management. Reports generated and reviewed at
regular intervals.
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NETWORK SERVICES
Network Administration
Full support. Provide network administration of all RPV network equipment
such as switches, routers, firewalls, WAPs, cameras and other security devices.
Configuration Backup
Full support. Ensure successful backup of configuration on all supported
network devices.
Configuration Management
Full support. Provide configuration management, including moves, adds and
changes, minor updates and patches.
Network Monitoring
Full support. Monitoring and alerting of logs, performance, uptime and
security. Reports generated and reviewed with RPV at regular intervals.
APPLICATION SERVICES
Microsoft Core
Full support. Provide administration services including maintenance and
support of Microsoft core applications such as Exchange, SQL, Lync, etc. Provide
configuration management, including moves, adds and changes and security
patches and service packs. Upgrades to systems as planned and scheduled
within the confines of scheduled hours and assumptions.
Line of Business (LOB)
Limited level of support. Prosum is not responsible for any proactive
support or upgrades to LOB applications but will provide intermediary
services by working with the application vendor on the RPV's behalf.
ASSET AND CONTRACT MANAGEMENT
Full support. Provide RPV periodic asset tracking reports of all IT related
Asset Tracking
hardware and software (servers, workstations, network devices). Moves, adds,
changes and tagging of devices including A/V and other peripherals).
Full support. Manage software licensing in a central location to ensure the
Software Licenses
RPV is current and provide information for renewals and budgeting. RPV is
responsible for maintaining all valid hardware & software licensing &
maintenance agreements.
Contracts
Not supported. RPV IT Manager will manage all contracts and expirations and
will notify Prosum of changes.
DOCUMENTATION
Full Support. Environment and process documentation is to be in electronic
format and updated once per quarter in the RPV documentation library.
Documentation
Documentation includes, but is not limited to, network diagram, remote access
information, server and application inventory, vendor contact matrix, website,
email, and technical instructions.
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2.3 RESPONSIVE SUPPORT
With Prosum's Integrated Managed Services, you have unlimited access to Responsive Support in the event
of an issue or a support request. All responsive support requests are tracked through our ticketing system.
This allows us to track common issues and their resolutions and manage to the operating level objectives.
This information drives the proactive reporting and trend analysis.
Approach and activities related to responsive services were outlined in Section 5.1.2 Helpdesk Desktop
Support Services of the RFP response.
2.3.1 SCOPE
Type of Operation Operating Level Objectives
SERVER SUPPORT
Full support. Triage, troubleshoot and resolve issue. Escalate to hardware /
Server Diagnosis
software vendor for issues not able to resolve. If complete hardware failure,
replace server hardware with OS and software and escalate line of business
applications.
Full support. Return the server to its state prior to the failure. In the event of
server failure, install server operating system, restore data from backup and
Server Replacement
provide access and support to application vendors for additional application
installation if required. Prosum will not proceed with any major upgrades (i.e.
new server, upgrade of Exchange, etc.) until receiving written approval from
RPV.
DESKTOP / LAPTOP SUPPORT
Full support. Triage, troubleshoot and resolve issue. Escalate to hardware /
Desktop Diagnostics
software vendor for issues not able to resolve. If complete hardware failure,
replace desktop hardware.
Full support. Return the desktop to its state prior to the failure. In the event
of desktop failure, install desktop operating system, restore data from backup
Desktop Replacement
and jointly install and configure applications with support vendor. Assigned
Onsite Resources can be leveraged for workstation replacement, OS upgrades,
and application deployments within the confines of the Assumptions.
Limited level of support. Prosum will support the email provisioning and
Mobile Phones / Tablets
access management related requirements as well as troubleshooting for RPV's
(iPads, etc.)
employee mobile devices. Hardware support will be provided by the mobile
device vendor and it's the user's responsibility to contact the vendor for
additional resolution or replacement.
Printer /Copier /Scanner /
Limited level of support. Provide initial issue diagnosis as well as network and
Fax /Phone
access management support only. All other issues including hardware will be
escalated to the appropriate vendor for resolution.
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NETWORK SUPPORT
Network Device Diagnosis
Full support. Triage, troubleshoot and then escalate to the vendor for issues
not able to resolve. If complete hardware failure, replace network device.
Full Support. Return the device to its state prior to the failure. In the event of
network device failure, install new device, restore configuration from backup
Network Device Replacement
and provide access and support. A complete network re -design is excluded
from this scope of services, but modifications to configurations and devices are
acceptable within assumptions.
Limited level of support. Prosum will support the management of the Lync
telephone system, switches, desktop sets, etc. This includes documentation,
software/firmware upgrades, moves/adds/changes, troubleshooting basic
Telephone Network
problems, etc.
Prosum will maintain ownership of the Microsoft Lync system. If necessary,
Prosum will partner with a third party phone services company to support
advanced issues and major upgrades.
Limited level of support. Prosum will provide support for minor
modifications to website content. This includes documentation,
Website
moves/adds/changes, troubleshooting basic problems, etc.
Prosum will work closely with the contracted vendor responsible for the
website to support advanced issues and major upgrades.
APPLICATION SUPPORT
Full support. Triage, troubleshoot and resolve issues for Microsoft core
Microsoft Core Diagnosis
applications such as Active Directory, Exchange, SQL, SharePoint, etc. Escalate
to application vendor for issues not able to resolve.
Line of Business (LOB)
Limited level of support. Provide initial issue diagnosis and then provide
Diagnosis
intermediary services by working with the application vendor on RPV's behalf.
Limited level of support. Return the application to its state prior to the failure
by leveraging the application vendor for application installation / configuration.
Application Replacement
Assigned Onsite Resources can be leveraged for workstation replacement, OS
upgrades, and application deployments within the confines of
the Assumptions.
HELP DESK TELEPHONE SUPPORT
End users will have unlimited access to the Prosum customer care toll free line
during operating hours for all incident priority levels. The hours of operation
Customer Care Line
are from 6:00a to 6:00p PST with an on-call engineer rotation covering after
hours support for emergency requests (P1 and P2) only. Non -emergency
requests will be addressed on the next business day.
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2.4 ADVISORY SERVICES
RPV's assigned Site Lead provides advisory services for IT operations and will assist the IT Manager and your
leadership team to make the right IT strategy and spending decisions. We utilize our extensive enterprise
and municipality experience and our exposure to the latest industry trends to bring innovative ideas to the
table that will help your business be more productive, be more competitive, and save you money.
2.4.1 SCOPE
Type of Operation Operating Level Objectives
IT OPERATIONS
Annual Technology Roadmap
Jointly create an annual IT project and investment roadmap alongside RPV IT
Manager.
Full support. Assist the business units with major line of business system
enhancements planning, coordinate with vendors, and provide cost estimates.
System Enhancement and
Major LOB application releases will be completed by the application specific
Upgrade Planning
vendor. Assigned Onsite Resources can be leveraged for workstation
replacement, OS upgrades, and application deployments within the confines of
the Assumptions.
Procurement services
Provide recommendations and competitive quotes through 3rd party providers
for required hardware and software
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3. IMPROVEMENT PROJECTS (POOL OF CONSULTING HOURS)
RFP Section
Pool of Consulting Hours
Changes from RFP
None
Description
Use of consulting services for the implementation of an improvement
T1 - Help desk
project.
Service Type
Annual Retainer: —100 hours of services that are outside of the scope of
system triage
the IT Service and Support (basic services) portion and cost of this
day operations
Agreement.
Outcomes/Deliverables
Specific to each engagement
Assumptions
RPV will issue Prosum a PO for $12,500 in each fiscal year for
consulting hours to pool from throughout the year. RPV will authorize
these hours in advance and will pay for these hours as used.The hours
device setup
will expire at the end of each year. Hours will be billed at the rates set
forth in Section 3.1, Rate Table.
® Escalation support not provided by Prosum resources for some
questions or issues
Proactive and Responsive tasks that Prosum must pay for using a
T2 - Staff to work
third part vendor, which fall under Limited level of support within the
Included in scope
respective Scope, may be billed from the additional service PO at the
Set up controller for new access points and
cost paid by Prosum upon approval from the RPV IT Manager
upgrades
provided that the total number of hours is more than 10 / year.
Prosum will coordinate and receive approval from RPV prior to
escalating such work.
As was documented in the Response to Clarifications document presented on March 7, 2015, the following
outlines examples of services that are within and outside of the scope of the IT Service & Support
agreement.
Scope of Services
Examples
Prosum Scope of
Requested
Services Proposed
T1 - Help desk
First level triage of all support issues, business
Included in scope
staff for day to
system triage
day operations
Printer problems, changing email lists, adding
users, assist with peripherals
Meeting setups, issue laptops for travel, mobile
device setup
Minor computer problems or software
questions or issues
T2 - Staff to work
Adding pictures to Lync/Exchange/SharePoint
Included in scope
on minor
Set up controller for new access points and
upgrades
install the access points (cabling needed)
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Configure new/different telephones for power
telephone users
Hourly Rate
T3 - Staff available Install certificates on Exchange and Lync
Included in scope
for escalation Add remote site VPN connection to City Hall
$156
Vendor Escalation Lync telecommunications
10 hours/year
Line of Business application issues outside of
paid by Prosum
standard usage (upgrades, major outages)
included in
Data Base Administrator
scope
Vendor support
$175
agreements
Sr. Project Manager
required
3.1 RATE TABLE (ADDITIONAL SERVICES NOT INCLUDED IN BASE SERVICES)
Possible Positions
Hourly Rate
After Hours
Hourly Rate
IT Manager
$125
$156
Systems Administrator
Operations Manager
Data Base Administrator
Systems Analyst — Technical
$175
$219
Sr. Project Manager
Lync Engineer
Solutions Architect
$225
$281
Lync Architect
Security Architect
$250
$313
Project Manager
Programmer/Analyst
$150
$188
Network Engineer
Systems Engineer
Systems Analyst - Business
$200
$250
Support Engineer
$75
$94
Help Desk Analyst
$50
$63
Help Desk Engineer
$65
$81
3.2 SCOPE
Individual Scopes of Work will be created for any major projects.
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PRICING INV
SERVICE TRANSITION
Date of Service Date May 18, 2015
Total Contracted Cost $50,100 (one time — project)
Payment Terms $25,050/month for May and June 2015
IT SERVICE & SUPPORT (BASE SERVICES)
Date of Service Date July 1, 2015
Total Contracted Cost $172,380 (annual maximum) or $689,520 (maximum for 48 consecutive
months)
Payment Terms $14,365/month for maximum of 48 consecutive months
IMPROVEMENT PROJECTS / POOL OF CONSULTING HOURS (OUTSIDE SCOPE OF BASE SERVICES)
Date of Service Date July 1, 2015
Total Contracted Cost $50,000 estimated
Payment Terms $12,500 annual PO for each of the 4 years of the initial term (RPV only pays
for hours authorized by RPV IT Manager, on the Purchase Order and when
used) These PO hours are subject to a ten (10) percent agreement maximum
as identified in section 2 of the Aqreement.
GENERAL ASSUMPTIONS
1. In order to achieve required SLA's, all supported devices must meet minimum supportable standards. In the
event that standards are not met, SLA's requirements will be adjusted, but Prosum will continue to provide
support services:
— Hardware must be under manufacturer's warranty or be within 1 year of its expiration
— Software must be supported by the vendor
— Backups must be successful and meet the recovery objectives of the business
— Environmental controls for cooling and power
— Mobile devices must be in carrier -approved format (may not be jail broken' for cross carrier use)
2. The content of this document is based on information presented in the RFP released by RPV in January of 2015
3. Prosum intends to support all desktop applications that are included in the standardized software image, as well
as Microsoft enterprise applications such as Exchange, SQL and Lync. 3rd party application support will be
limited, as discussed elsewhere in this Statement of Work. During Onboarding, the parties will agree upon and
document a list of specific applications and applicable support responsibilities. Prosum will provide best effort
for defined applications.
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4. Prosum will not pass along any fees incurred resulting from escalation and resolution tickets with Microsoft or
Citrix (if applicable) on to RPV. Problem escalation and resolution with RPV's Line of Business application
vendors is included in standard maintenance, provided the time spent resolving the issue complies with the
percentage of Prosum staff time Assumptions. Time in excess of the assumption will be billed in addition to
the monthly fees associated with the Agreement. Prosum will notify RPV of possible expected costs for
vendor escalation fees prior to engaging services.
S. RPV is required to purchase/upgrade hardware per the mutually defined and agreed upon hardware and
software lifecycle management / refresh policy that Prosum and RPV will jointly define during this engagement.
Failure to comply with the refresh policy will negate the operating level agreements defined in this Statement of
Work.
6. As of April 8, 2014, Microsoft no longer supports Windows XP Operating Systems therefore Prosum will no longer
provide support on Windows XP systems.
— Prosum will assist RPV with composing a migration and/or transition plan which will incur additional
costs outside the scope of this agreement
7. As of July 14, 2015, Microsoft will no longer support Windows Server 2003 Operating Systems therefore Prosum
will no longer provide support on Windows Server 2003 systems.
— Prosum will assist RPV with composing a migration and/or transition plan which will incur additional
costs outside the scope of this agreement
8. RPV is responsible for maintaining all valid hardware and software licensing and maintenance agreements.
9. Notwithstanding Prosum's obligations above, Prosum will use common best practices to prevent and minimize
virus attacks. Prosum shall be relieved from any applicable operating level objectives to the extent that any failure
to meet such operating level objectives results from a new or unknown virus being introduced into the
environment as a result of the customer or its users deliberately or negligently introducing any virus.
10. Prosum will charge time and material fees for the introduction of new server, networking, or desktop equipment,
with following exceptions:
— No additional charges will be incurred if an existing device has completely failed and requires full
replacement.
— Under these exceptions, the monthly fees paid by RPV for IT support services will cover the cost of
introduction of new equipment.
11. Prosum directly supports the monitoring and troubleshooting for all devices and components related to the data
circuits starting where the data circuit terminates at the demark location. Prosum troubleshoots data circuit
problems beyond the network devices with the data circuit service provider directly and will work with the service
provider through resolution.
12. RPV will provide Prosum personnel with access to relevant external and internal systems, as Prosum may require.
This includes system information such as login information, Internet accessibility, physical security clearance and
other interfacing systems.
13. Root Cause Analysis (RCA) for support incidents will be included in the monthly status reports. If the RCA
determines that the incident and/or problem was outside Prosum's scope of provided services, Prosum will bill
RPV at standard project rates the pricing and terms of this agreement with advance approval of the RPV IT
Manager
14. The total number of supported devices will be evaluated on a quarterly basis for changes due to organic growth
and attrition. Growth that exceeds 10% annually will require a change order to the Agreement, and will require
written validation from RPV's authorized officer. If the environment shrinks through consolidation of services,
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substantial reduction of trouble tickets or scope of services as described herein, Prosum will workjointly with the
IT Manager to potentially reduce the monthly support fees to reflect the changes.
15. Any major improvements, remediation or project work outside the scope of this Scope of Work will be
discussed with RPV management for future action as part of the review of the health check and roadmap
deliverables. Changes to the environment that are out of scope are not included in this Scope of Work and can
be provided separately upon request.
— Prosum will make every effort to leverage the onsite presence for minor project work such as
desktop deployments as long as their effort does not exceed the 75%. RPV also understands that
this may result in longer duration for project completion.
16. RPV and Prosum shall both designate a representative to be the Primary Point of Contact (PoC). These
representatives shall be the focal point for all communications relative to this Agreement and shall have the
authority to act on their respective organization's behalf in matters regarding this engagement.
— This single point of contact will be responsible for facilitating communications between the Prosum
support team and RPV to ensure that critical target "go live" deadlines are effectively managed. The
timeliness of communications and review will directly affect Prosum's ability to meet agreed upon
schedule deadlines.
17. All travel, within Southern California, is included. Travel outside of this area and associated expenses will be
invoiced to the client as a pass-through.
— Should it be necessary for Prosum to visit RPV sites outside of the Southern California area, RPV will
reimburse Prosum for reasonable and actual travel related expenses incurred during the course of
this support agreement. Prosum can coordinate travel through the RPV's preferred travel services
provider, if needed.
CHANGE ORDERS
Once a statement of work has been signed, any modifications to the scope of work described herein will
require a change order mutually agreed upon and issued in accordance with the Agreement. A change
order will be negotiated and may define new requirements that may impact delivery time and cost.
934 a 10411dto] 01P
Except as otherwise expressly defined in this Exhibit A, Scope of Work, all terms used herein shall have the
meanings set forth in the Agreement and Exhibit C to the Agreement, incorporated herein by this
reference.
PROsum
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Exhibit B — Service Level Agreements
Specific Service Level Agreements (SLA's) are subject to change based on
circumstances, appropriate and available measuring techniques, and technology in place
at the time. The overall scope of purpose of the specific SLA's are to remain similar.
Modifications to SLA's are to be made with the agreement of both Prosum and the City of
Rancho Palos Verdes, documented with a Change Request and included in this
Agreement.
Prosum and the City of Rancho Palos Verdes have agreed to a ramp up period to allow
the Prosum staff to fully transition and onboard the City before being held accountable to
the SLAs defined below. The SLAs will be tracked starting July 1, 2015 but Prosum will
not be held accountable until October 1, 2015 to account for process changes and
familiarization.
1.1 Service Level Agreements
The following SLA narratives provide additional definition as to the required functions to
be performed by the Proposer. Each SLA provides a description of the service, the
objective, job functions (requirements) and measurements (metrics). The City reserves
the right to add, change or delete any SLA during contract negotiation with the selected
Proposer. Regardless, the Proposer is required to specifically define its approach to
meeting and exceeding each specific SLA.
1.1.1 a. Administrative / Reporting
Definition
Reporting is the activity associated with the production of designated
reports and deliverables which include the formal reporting of management
information (e.g., performance metrics, and system accounting information)
and reporting of incident resolution and status to the City.
Objectives
Provide accurate and timely reporting on technology performance, trends,
issues, assets, and other IT related topics as required by the City. Reports
are to be available in both hardcopy and electronic format.
Requirements
Typical functions include but are not limited to:
• Measure and report quarterly on each SLA.
• Produce recommendations for measurement and reporting of
contractual SLAs.
• Provide City access to a problem tracking system which will allow for
Incident/Problem monitoring and ad hoc reporting.
• Provide status reports detailing the root cause of and procedure for
correcting recurring problems or critical issues.
• Re ort on service performance improvement results.
Metrics
Report Generation
Reports reflecting contract performance (SLAs) are to be provided to the
City in hardcopy and electronic form as specified in the Statement of Work.
Hours of Availability
N/A
Measurement Period
Quarterly
Algorithm
All reports are to be delivered quarterly within month of quarter end.
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Target 100% of SLA reports are due 5 business days after the measurement
period
1.3.1 b. IT Document Catalog Management
5.3.1 c. Physical Security
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IT Document Catalog Management is the activity associated with
maintaining IT technology documentation. Includes tracking (inventory) and
Definition
maintaining documentation for all technology service components (e.g.
hardware, software, peripherals, etc.) as well as maintaining IT system
diagrams and specifics, policy updates and step-by-step procedures
documentation.
To maintain current IT documentation in support of installed City hardware,
Objectives
software, networks and infrastructure information to assist in management
of the City technical environment.
Typical functions include but are not limited to:
• Maintain asset management tracking documents.
• Tag newly acquired technology assets.
• Track (inventory) all technology assets.
• Produce asset management quarterly reports.
Requirements
• Assist in annual reconciliation.
• Insure information and documents related to licensing, support and third
party contracts are distributed to City.
• Document and diagram IT systems.
• Document procedures involved in support and system administration
related activities.
Metrics
IT Document Catalog
IT Document Catalog content will be maintained electronically and updated
Updates
at the time of any change.
Hours of Availability
N/A
Measurement Period
Quarterly
Algorithm
City conducts quarterly audit of select items in the IT Document Catalog,
discrepancies are noted.
Target
100% accuracy
The availability of electronic technology asset reports including detailed
IT Asset Updates
hardware assets, software licenses, and service contracts. Hardcopy
reports are to be made available upon request.
Hours of Availability
N/A
Measurement Period
Quarterly
Quarterly report on additions and deletions due to City by the 5th business
Algorithm
day after the end of each quarter. City to audit selected records and note
discrepancies.
Target
100% accuracy
5.3.1 c. Physical Security
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Definition
Physical Security is the activity associated with maintaining the physical
environment around and within the City information technology facilities.
Objectives
To provide clean, well -organized, closely monitored computing
environments for City technology operations. The management of the
Objectives
facility should be proactive, forward -thinking and highly security
conscientious.
Requirements
Typical functions include but are not limited to:
• Insure City procedures and standard best practices for physical security
are in place and City personnel are informed.
• Recommend physical support and improvements and/or changes in
documentation.
• Monitor environmental systems (e.g., UPS, HVAC) supporting the IT
Requirements
Infrastructure.
• Work with City IT Services manager to coordinate activities of all IT
personnel working in equipment locations (e.g., equipment rooms,
network equipment closets, etc.).
Metrics
• New user setup or changes to user account or hardware setup
Access Log
Access to City facilities is granted with an electronic Access Control
System. Any visitors and third party contractors to the Data Center(s)
should be reported to the City maintained on an Access Log available for
City staff review.
Hours of Availability
Upon Request
Measurement Period
Quarterly
Algorithm
Review of Access Log and reconcile with City official building entrance
sign -in log.)
Target
100%
5.3.2 a. Help Desk Support
Definition
Help Desk pertains to the information technology support services which
triage, process, track, and report on City staff requests for all IT requests for
service, information and problems.
Provide centralized resources as a single -point -of -contact for the City's
computer users as they seek technical assistance in order to resolve
technical operational issues. The objective of the help desk is to resolve all
Objectives
IT requests upon contact by City staff, any calls that cannot be resolved
within 10 minutes are scheduled for resolution based on priority categories
as outlined below. For calls that are not the responsibility of service
provider, the help desk will liaison (middle man) with correct entity to
provide service in turning over the request.
Typical functions include but are not limited to:
• Help Desk Requests are inclusive of all technical assistance or
requests by the City and include but are not limited to requests for
Requirements
assistance with computer error messages, Windows account, email,
telephone, and printing problems
• Meeting setup requests for laptops, communications or projectors,
copier or other device configurations
• New user setup or changes to user account or hardware setup
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• Provide Help Desk solutions that meet the City's business needs and
defined service level requirements.
• Maintain operational Help Desk policies and procedures.
• Develop Help Desk scripts and knowledge base to improve staff
performance and self-reliance.
• Accept all incoming IT service requests and calls and re -direct /
escalate as necessary.
• Provide a single point of contact for, and coordinate all, end-user
requests for IT services.
• Provide technical support for inquiries on the features, functions and
usage of all business applications in use within the City and escalate to
application vendor if necessary.
• Identify, escalate, and manage all end-user IT requests to closure.
• Prioritize calls for City executives and mission critical end-users that
have been identified by the City during the transition period.
• Track/manage/report Help Desk metrics.
• Maintain centralized escalation contact list, vendor maintenance
support and 3rd party vendor contact lists within City contact list as
specified.
• Dispatch on-site support / IT service technicians when unable to resolve
remotely.
• Categorize, prioritize and log all helpdesk calls (e.g.,
Inquiries/Problems/Work Requests/Changes).
The Help Desk should make every effort to resolve IT issues at the time of
the initial call. This will be the initial method for resolving issues before
assigning a priority level. The following priorities, when appropriate,
describe the levels assigned to calls / tickets and the associated completion
time commitments. Note that with agreement by the City, IT issues or
requests may be moved from a Priority Category to a long term project and
will no longer be required to meet noted SLA completion requirements.
Priority One (Critical) All critical issues having a severe impact on business
operations, including but not limited to the following criteria:
• Multiple workstations unable to perform business critical services
• Business Critical Network Applications down (Permitting, Finance
Application, Laserfiche, etc.) List of critical systems to be captured
during the onboarding process.
• Network communications disruption, intrusion detection or virus
Priorities outbreak impacting business critical services
• Widespread loss of access to the City network, internet, file system,
printing that impacts business critical services
• Critical computer issue related to City Council, Agenda Preparation,
Planning Commission or other critical timelines or meetings.
• IT support will provide immediate acknowledgement to user and timely
attempt to restore access to IT Systems.
• IT Support will provide resolution no more than 2 hours after reported.
Priority Two (High) All issues with significant impact or time sensitive
requests that directly affect important administrative functionality and/or a
large number of users, including but not limited to the following criteria:
• User is unable to log on to workstation, (account is locked, reset of
password, etc.)
• Application affecting one user's ability to perform work (Account
settings, security, etc.)
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• Printer, computer, peripheral issue effecting users ability to perform
work with no alternative printer available and/or work around.
• User's desktop or laptop is locked, workaround not available.
• High priority user device or PC moves or changes
• IT support will provide immediate acknowledgement to user and timely
attempt to restore access to IT System.
• IT Support will provide resolution no more than 4 hours after reported.
Priority Three (Normal) Default level for issues that do not require
expedited handling and doesn't directly affect core business functions or
important administrative functionality, and generally only affects one or a
few users, including but not limited to the following criteria:
• User request for enhancement
• Account modification (application, mail, network)
• Any service request not impacting production (non-critical user device,
PC moves, replacements, training, etc.)
• Scheduled events
• IT support will provide same day acknowledgement to user and a one
week resolution, a timelier attempt to satisfy user request may be set
based on issue circumstances.
• IT Support will provide resolution no more than 1 week after reported.
Priority Four (Low/Requests) This level is not time sensitive and has no
immediate impact on the business functions or administrative functionality.
Requests will generally consist of requests for new hardware, software,
and/or upgrades (Move/Add/Change). Some examples i5ncluding but are
not limited to the following criteria:
• Preplanned and approved new software requests
• Non-emergency new hardware requests
• System conversions or changes
• IT support will provide same day acknowledgement to user and two
week resolution, with exemptions based on circumstances.
• IT Support will provide resolution no more than 2 weeks after reported.
Metrics
Help Request
Total elapsed time to provide a help request confirmation notice including
Confirmation
initial triage via the help desk solution, in person email notification and/or
telephone call to original caller.
Hours of Availability
City business hours are Monday - Thursday 7:30 a.m. to 5:30 p.m., and Fri.
7:30 a.m. - 4:30 p.m. Excluding City Holidays.
Measurement Period
Monthly
For Critical and High categorized incidents - Number confirmed within 1
hour*100/Total number of critical and high tickets
Algorithm
For medium and low - Number confirmed within 1 day*100/Total number of
medium and low tickets
Target
90% within target.
Help Desk
Based on the priorities definition table, the elapsed time by priority for the
Completion
completion for each call.
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Hours of Availability
City business hours are Monday - Thursday 7:30 a.m. to 5:30 p.m., and Fri.
7:30 a.m.- 4:30 p.m. IT services are required to be operational 365 days
per year, 24 hours per day, unless scheduled for maintenance, 7 days per
week. Emergency services may be required after hours to support City
business continuity.
Measurement Period
Monthly
Algorithm
((Total help desk incidents (minus website change requests) that met the
completion time target per priority)/(Total help desk incidents))*100
Target
90% within target
5.3.3 a. Systems and Server Operations
Definition
The day-to-day management of the installed server and system
hardware and software environment. Activities include system
monitoring and troubleshooting, computer processing for batch and on-
line systems, data storage, system updates, and output management.
Includes activities normally associated with the daily running of a computer
center.
Objectives
To efficiently manage and utilize the IT equipment located in the City's
computer rooms. These activities include the management of consumables,
system input and output, storage management, security and system updates,
system backups, etc. The goal of IT Operations is to provide trouble-free,
well -coordinated, on -schedule production operations within the City IT
Division.
Requirements
Typical functions include but are not limited to:
• Within the City's IT operational environment:
• Design, install and manage all server systems used to deploy technology
services to the City including managing and monitoring workload
processes across all platforms and recommending changes to make
systems more efficient or robust.
• Manage after hours support calls and respond per defined process.
• Provide technical support and coordinate maintenance services for
equipment used within the IT infrastructure.
• Support computer room operations (e.g. systems monitoring, Incident
diagnostics, troubleshooting, resolution and escalation, security
management; and capacity planning/analysis).
• Provide data backup and restoration services.
• Deploy and manage servers, storage devices and peripherals.
• Deploy updates and security patching and identify and report system or
business application problems.
• Perform job scheduling and execution on appropriate systems, reporting
and resolution activities.
• Interface with vendors to update and troubleshoot server system issues.
• Interface with vendors or other 3rd parties to complete requested system
integrations or other setups that are outside the scope of day to day
support.
• Maintain, manage and document the storage network, media library and
media management system.
Metrics
W•
System Availability
Percentage of time servers are available for use during scheduled uptime.
Provider tracks any downtime. Planned outages are not included in the
Objectives
availability calculation.
Hours of Availability
24x7x365 excluding planned maintenance outages
Measurement Period
Monthly
Algorithm
((Total hours of scheduled availability — downtime) / total hours of schedule
availability) * 100
Note: Each server will be tracked separately, but in regards to calculating
system uptime, all servers will be combined and/or aggregated for an overall
availability percentage target.
Target
99.5%
5.3.3 b. Business Application / Database Management
Definition
Business Application / Database management is the activity associated
with the support and maintenance of existing and future business
applications / databases. These activities include managing business
applications system and data, performance, recovery and integrity. All data
sets residing on City storage devices (tape or disk) whether owned by the City
or an outside agency.
To maintain and secure all City applications / databases in a fashion that they
Objectives
are available and perform efficiently, conserve physical space, are secure, are
properly backed up and can be restored in case of an emergency.
Typical functions include but are not limited to:
• Provide business application support of 3rd party systems in support of
departments.
• Provide security administration for all databases.
• Monitor databases for breaches and potential breaches in data security
policy and procedure.
• Create or refresh development and test databases from production data
when necessary.
• Execute database creation, configuration, upgrades, and patches.
• Execute all schema changes for all instances.
• Execute database data definition requirements for applications.
• Maintain documentation of database parameters and system settings for
all database instances.
Requirements
• Define and execute database performance, log management and tuning
scripts and keep databases running at optimal performance for the City's
workload.
• Implement and administer appropriate database management tools
across all database instances.
• Provide technical assistance to third -party contractors for troubleshooting,
integrations and upgrades
• Open, track, and manage to resolution all database problems.
• Provide database storage management.
• Execute the City's database backup and recovery policies.
• Support of application and web services associated to business
applications.
• Support desktop configurations and software associated to business
applications.
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5.3.3 c. Capacity and Performance Management
Definition
• Insure backups include all defined business applications ands stems.
Metrics
capacity of the IT infrastructure matches the evolving demands of City
Backups are required for all production systems and that there is the ability to
Backups
restore and recover on demand. Percentage of time all back-ups are
completed successfully. Back-ups must be verified for successful completion
and re -run if incorrect within planned maintenance windows.
Hours of Availability
24x7x365 excluding planned maintenance outages
Measurement Period
Quarterly
Algorithm
((Total backups — Backups outside the defined backup window) / Total
backups)*100%
Target
95% for production backups
5.3.3 c. Capacity and Performance Management
Definition
Capacity Management is the activity associated with ensuring that the
capacity of the IT infrastructure matches the evolving demands of City
business in a cost-effective and timely manner. Performance Management is
the activity associated with tuning the IT Infrastructure components for optimal
performance. Technology infrastructure components include, but are not
limited to, virtual infrastructure, servers, routers, communications circuits,
switches, and disk storage devices.
Objective
Monitor and continuously improve the performance and throughput of
infrastructure components based on current demands and future
requirements.
Requirements
Typical functions include but are not limited to:
• Define, develop and implement tools that allow for effective capacity
monitoring/trending of IT infrastructure components.
• Assess capacity impacts when adding, removing or modifying
applications.
• Monitor IT resource usage to enable proactive identification of capacity
and performance issues.
• Capture trending information and forecast future City capacity
requirements.
• Assess incidents/problems related to throughput performance.
• Recommend changes to capacity to improve service performance.
• Assess impact, risk and cost of capacity and performance changes.
• Conduct capacity and performance planning activities that incorporate all
systems, sub -systems, software, workload balancing, and resource
allocation.
• Monitor and manage capacity within all IT systems to maximize
performance and efficiency and to minimize IT service disruptions.
Metrics
Capacity Analysis and
As part of the annual City Capital Improvement Budget process, develop an
Forecast Report
annual Capacity and Performance Analysis/Utilization/Forecast Report that
details the current state of resource use and consumption as compared with
industry standards. The report will be used as justification for new or
additional resources based on industry technology advancements and will
5.3.3 c. Disaster Recovery
Definition
serve as notice of pending operational issues in advance of system
degradation.
Hours of Availability
N/A
Measurement Period
Annual
Algorithm
The report is due each January as part of the annual IT Department's Budget
submission to City management.
Target
100%
5.3.3 c. Disaster Recovery
Definition
Disaster Recovery (DR) encompasses all services, assets and facilities
necessary to meet the City requirements for business continuity.
Objectives
Provide technology disaster recovery capabilities in the event of an unplanned
situation which renders the computing infrastructure inoperable.
Typical functions include but are not limited to:
• Recommend best practices for IT Service Continuity and Disaster
Recovery strategies, maintain DR policies and procedures.
• Create and/or maintain the Disaster Recovery (DR) plan.
• Produce, at the start of each fiscal year, a revised DR Plan to continually
meet City Business Continuity objectives and update IT Document
Catalog.
Requirements
• Perform a semi-annual DR test.
• Perform corrective action identified during the DR test and provide
ongoing status until complete.
• Maintain and document requirements for off-site data storage.
• Recommend and coordinate secure offsite storage for designated media
and transport media to offsite location as required.
• Ensure archived data is available for use in disaster recovery operations.
• Execute actual DR procedures when directed by the City during a
disaster.
Metrics
Disaster Recovery
Plan Testing
Semi-annual test of an aspect of the Disaster Recovery Plan and subsequent
modifications to the DR Plan to reflect test results.
Hours of Availability
Recovery capability 365 days/year.
Measurement Period
Annual
Algorithm
Provider submits testing results and any corrections noted during the test of
that portion of DR plan.
Target
100% testing complete and deficiencies corrected within 60 days of testing
5.3.4 a. Email / Messaging / Conferencing
Email pertains to all the hardware and software components needed to
Definition maintain and support electronic mail (Email) including filtering, routing, etc.
The current Email system is based on Microsoft Exchange and includes Email
account management, Exchange software updating and support,
a•
5.3.4 b. Telephone Services
Telephone system support includes management of the Microsoft Lync
Definition telephone system, switches, desktop sets, FAX machines, cell phones,
voicemail, analog telephone lines, DID telephone numbers and
communications lines that make up the City's phone system.
M•
management of Email server resources, server capacity analysis and
consolidation required to deliver email to users both inside and outside the
network using Outlook Web Access.
Unified Messaging is a comprehensive system of instant messaging and
video conferencing based on Microsoft Lync and all components required to
deliver services to users internal to the network and on Microsoft mobile
devices outside the network.
Conferencing is based on Microsoft Lync and includes all server and user
components required to deliver conferencing content to users.
All Email, Unified Messaging and Conferencing applications will be
maintained to within one major version of the current released product. The
Objective
Exchange and Lync servers will be patched and updated as needed to ensure
continuous reliable transport of Email and Communications to and from City
users.
Typical functions include but are not limited to:
• Assist in production and update of associated operational policies and
procedures.
• Produce recommendations for Exchange and Lync application standards.
• Design, test and implement approved updates and patches to Email,
Messaging and Conferencing Services.
• Implement approved backup/recovery procedures based on City's
requirements.
Requirements
• Implement and maintain Email retention policies based on City's
requirements.
• Manage Email Services to meet operational needs.
• Manage Exchange application, Outlook Web Access, ActiveSync and
Lync messaging components.
• Maintain Email and other associated accounts for users.
• Maintain Email Services to Minimum Service Levels.
• Protect against SPAM and malicious software.
• Support secure remote access to Email resources to authorized users.
Metrics
Response Time
Length of time Exchange system and network transmits and processes
request and returns data to user's computer screen.
Hours of Availability
24x7x365, excluding planned outages
Measurement Period
Monthly
Algorithm
Test transactions will be sent to/from 50% internal and 50% external mail
servers once per hour between 8:OOAM and 5:OOPM, Monday through Friday.
Transaction (10) * Number of test days in the month/Total number of possible
transactions
Target
99% of email delivered within 3 minutes
5.3.4 b. Telephone Services
Telephone system support includes management of the Microsoft Lync
Definition telephone system, switches, desktop sets, FAX machines, cell phones,
voicemail, analog telephone lines, DID telephone numbers and
communications lines that make up the City's phone system.
M•
5.3.5 a. Network Management
WN•
Telephone system support are the activities associated with the day-to-day
management of the City's voice communications including:
• Telephone and associated systems management and troubleshooting
(performance, incident, move/add/change, and capacity monitoring)
• Implementation and management of a system that gathers usage
statistics
Components
• Working with and manage public carriers and other circuit providers to
perform operational activities
• Maintaining all components of the telephone systems (e.g., hardware,
software, programming, lines, DIDs, etc.)
• Managing switch configurations, voicemail configuration, and handset
configuration.
• Cell phone and mobile device setup and troubleshooting related to email
and messaging.
Telephone system support includes the effective operation of the City's
telephone and voicemail systems through the use of a multi -layered
Objective
communications structure. Telephone system support provides the resources
necessary to ensure the City's voice services are well-designed, scalable,
efficient, and economical.
Typical functions include but are not limited to:
• Document phone switch configuration including line, DID, and trunk
schemas
• Manage the performance of public carriers (and other Third Parties) to
meet defined schedules and project plans
• Maintain telephone device's operating systems software and firmware
• Manage telephone set moves/adds/changes
• Maintain accurate telephone directory listings
• Develop and document in the Procedures Manual Telephone Systems
Requirements
Monitoring/Reporting, Incident management, and Operations procedures
• Troubleshoot basic problems users experience with telephones, cell
phones and/or voicemail
• Backup the configuration of the phone switch and voicemail systems
• Provide technical support and coordinate maintenance services for
telephone equipment serviced by either the manufacturer or any third
party providers
• Conduct technical reviews and provide recommendations for
improvements to the telephone system that increase efficiency and
effectiveness and reduce costs.
Metrics
Telephone System
Availability is the amount of time all systems are available for use. Planned
Availability
outages are excluded from the availability calculation.
Hours of Availability
24x7x365, excluding planned outages
Measurement Period
Quarterly
Algorithm
((Total telephone server availability in minutes — total planned outage
minutes) /total available minutes) * 100
Target
99%
5.3.5 a. Network Management
WN•
Definition
Network Management includes all Local Area Network (LAN) and Wide Area
Network (WAN) management to include all network connections as well as
point to point, frame relay, dedicated Internet connections, broadband, VPNs
and wireless technologies. Network Management also includes the
management of all LAN devices and traffic. In addition, Data Network
management includes Virtual Private Network (VPN) services for the
management of remote users to connecting to the City's network over the
public Internet. Network management includes the management of
wireless access points and other wireless technology and devices.
Objectives
Network Management provides the effective operation of the City's
technical infrastructure through the use of layer 2 and 3 infrastructure
components. Network Management services provide the resources
necessary to ensure the City's network is well-designed, scalable,
efficient, and economical.
• The activities associated with the day-to-day management of the City's
communications network including:
• Network systems management and troubleshooting (performance, Incident,
change and capacity monitoring).
• Bandwidth management, tracking and reporting
• Usage statistics, device uptime tracking and warning and website filtering
• Working with and assisting public carriers and other circuit providers to
perform operational activities.
• Managing router configurations, firewalls, wireless devices and controllers.
• Manage subnets and internal and external Internet Protocol (IP) addresses
• Manage and coordinate the City's cabling needs
Requirements
Typical functions include but are not limited to:
• Configure WAN/LAN (hardware, software) prior to installation.
• Document router, switches and wireless device configuration files and IP
addressing schemas.
• Manage the performance of public carriers (and other Third Parties) to
meet defined schedules and project plans.
• Maintain Network devices operating systems software and firmware.
• Manage file transfers, encryption and other secure data movement
activities.
• Maintain IP addressing schemes, router configurations, routing tables,
VPN configurations, wireless configuration, etc.
• Develop and document in the Procedures Manual Data Network
Monitoring/Reporting, Incident management, and Operations procedures,
• Implement tools for monitoring Network devices and traffic.
• Install, test, and provide technical support, administration and security
administration for Remote Access hardware and software.
• Provide technical assistance and subject matter expertise as required by
City infrastructure staff and third -party solution providers for products and
solutions.
• Recommend WAN/LAN/VPN/Wireless/Firewall/Switching requirements
and standards based on industry best practices.
• Support all infrastructure software computer -processing services (e.g.
messaging, Internet, Intranet and Extranet).
• Prepare and provide Network design, engineering, security plans and
schedules to support new and enhanced applications, architectures and
standards based on established procedures.
Metrics
Transaction Response
Length of time host systems and networks transmit and process requests
Time
across the LAN and WAN and return data to end user's screen
Hours of Availability
24x7x365 excluding planned maintenance outages.
Measurement Period
Monthly
Algorithm
Test ping transactions will be sent to an endpoint selected at random. This
will be repeated 10 times, and the average response time of the 10
transactions will be recorded. Note: Contractor will work with City of refine test
environment and criteria.
Will be repeated at random times. Within 5 days of the end of the month:
(sum of test averages / number of samples) = total response time
Target
95% total response time within 2 second
5.3.5 b. Network Security
Definition
Data Security pertains to the processes and hardware/software assets used
to protect the network, all data attached to the network or flowing through it or
connected to the network. Network and Data Security allows day-to-day
business operations to function safely and securely and allows City or outside
users to perform only the actions that have been allowed. Services provided
within this component include, protection from unauthorized devices, firewall
services, intrusion detection, security monitoring, security architecture, data
protection, and prevention of malicious code from entering the network.
Typical functions include but are not limited to:
• Design, test and implement plans to secure network attached devices.
Requirements
• Design, test and implement approved firewall policies.
• Work with third party to design and implement approved policies for
security vulnerability & penetration testing.
• Implement systems or procedures that allow for effective log management
and Intrusion Prevention Detection.
• Design, test and implement updates or patches approved for Security
assets.
• Provide support for all Security assets.
• Work with third party to provide reporting on security testing results
including required PCI security testing
• Identify and remove from the Network any malicious -code and/or devices.
• Identify and provide countermeasures for malicious code attacks.
• Provide technical expertise for security audits but utilize a third party for
intrusion detection and penetration testing
• Work with third party to provide fraud prevention, detection and reporting.
• Work with third party to conduct security vulnerability scans and
penetration testing.
• Provide ongoing recommendations for improved Security.
• Manage and coordinate with third party for testing Security Vulnerability &
Penetration.
• Provide reporting on Security Vulnerability & Penetration testing results.
• Document Security procedures requirements, standards, procedures and
policies, including regulatory requirements.
• Work with third party to provide Security plan and conforming IT
Infrastructure components based on Security requirements, standards,
R
•
r
5.3.6 a. Web Site Support
procedures, policies and the City's Federal, State, and local requirements
and risks.
Definition
• Establish and implement security profiles based on security policies.
• Recommend security analysis and monitoring products.
• Report Security violations to the City.
• Assist in investigating and resolving Security violations as requested.
Objectives
• Resolve Security violations that originate outside of the hosted network(s)
(e.g., denial of service attacks, spoofing, and Web exploits).
• Review all Security patches relevant to the IT environment and classify
the need and speed in which the Security patches should be installed,
Requirements
as defined by Security policies.
• Install Security patches.
Metrics
projects, interfaces and initiatives and work with third party vendor for
Security Plan
Work with third party to create and maintain a comprehensive Security
Management plan that details the steps to be taken to protect the City
computing assets and electronic data accessed and stored by the City. An
annual update will ensure that the plan conforms to the on-going changes in
the technical architecture.
Hours of Availability
N/A
Measurement Period
Annual presentation of proposed updates to City.
Algorithm
Presentation of report will be within 30 days after the start of each calendar
year.
Target
100%
Vulnerability Test
Completion of a network vulnerability or security assessment by an
independent contractor and/or third party to evaluate the risk of unauthorized
network penetration.
Hours of Availability
N/A
Measurement Period
Annual
Algorithm
No "critical" vulnerabilities noted post remediation efforts.
Target
100%
5.3.6 a. Web Site Support
ie
Web support of the City's hosted public facing web presence, internal City-
wide intranet (SharePoint), and any website technologies used by City
Definition
business systems. The City's web site is http://www.rpvca.gov. The City's
Intranet is Hsharepoint, there are several business applications that use java
and Silverlight enabled website interfaces. Support for Granicus website
streaming for City Council meetings.
Objectives
Integrate business applications, streamline processes, and leverage the latest
web technologies to benefit the City and the citizens of Rancho Palos Verdes.
Typical functions include but are not limited to:
• Provide administrative support of web operations, maintenance, and
Requirements
development with third party vendor who owns the website application.
• Provide technical consultation and coordination for departmental web
projects, interfaces and initiatives and work with third party vendor for
implementation.
ie
M•
• Assist with basic graphic changes and other minor updates to web based
applications of a technical nature.
• Assist with web based forms, epayment solutions, CRM solutions and
other methods of interacting with residents.
Metrics
Assistance Requests
Web assistance requests include all web technology upgrade, integration or
assistance requests that are able to be completed.
Hours of Availability
24x7x365, excluding planned outages
Measurement Period
Monthly
As tracked in the help desk solution ((Total website help desk requests that
Algorithm
did not miss the completion time target per priority)/Total website help desk
requests) * 100
Target
90%
M•
Exhibit C — Definitions
Except as otherwise provided in the Agreement or any Exhibit attached to the Agreement, all
terms used in the Agreement and any Exhibit attached thereto shall have the meanings set
forth below.
TERM
•
Actual Uptime
Of the Scheduled Hours, the aggregate number of hours in any
month during which the applicable application or system is available
for use by Customer users
Availability
Actual Uptime plus Excusable Downtime divided by Scheduled Hours
(i.e., percentage of scheduled availability) measured on a rolling
average of two consecutive months for each applicable application or
system
City
City of Rancho Palos Verdes. Also referred to as "RPV."
Coverage Hours
6am to 6pm PST, Monday through Friday, excluding Holidays, shall
apply to all services except otherwise established in this agreement.
Excusable
Of the Scheduled Hours, the aggregate amount of time in any month
Downtime
during which the applicable application or system is unavailable (a)
due to agreed-upon times for preventive or remedial maintenance,
system upgrades, etc., (b) as a result of a force majeure event as
described in the Master Services Agreement, (c) due to failures, to
perform by City's third party vendors, or (d) other failures not
attributable to Prosum or its performance, including power or
communication outages, phone company or network circuit provider
problems, recent virus attacks, and acts or omissions of City and/or
its users
Holidays
Those days specified in the City's annual Holiday schedule
Network Availability
The Actual Uptime plus Excusable Downtime divided by Scheduled
Hours (i.e., percentage of scheduled availability) measured on a
rolling average of two consecutive months for a remote location to be
able to access computing resources at the Main Site expressed as a
R6876-0001\1825289v1.doc 88
-2-
R6876-0001\1825289v1.doc 89
percentage
Response Time
The elapsed time between a user submitting a problem (via phone,
email, or in-person) and the Help Desk acknowledging the call (via
phone, email or in-person), assessing severity, and giving the user an
expectation as to start time for resolution. The elapsed time applies
only to periods within Coverage Hours.
Scheduled Hours
The days of the week and the hours of the week that each applicable
application or system is scheduled to be available for use by users,
subject to Excusable Downtime. During transition, Scheduled Hours
shall be the same as Coverage Hours until otherwise agreed by the
parties.
System Platform
Actual Uptime plus Excusable Downtime divided by Scheduled Hours
Availability
(i.e., percentage of scheduled availability) measured on a rolling
average of two consecutive months for a specific platform (hardware
and operating system).
Tier 1 Resolution
The elapsed time, within Coverage Hours, between the Response
Time
Time and when the technician has resolved a Tier 1 issue.
Tier 1
The tasks which can typically be resolved remotely on the first call,
such as login, password, account problems, and general LAN
administration issues.
Technical
The elapsed time, within Coverage Hours, between the Response
Resolution Time
Time and when the technician has resolved the issue from a
technical perspective to the best of their knowledge.
Total Resolution
The elapsed time, within Coverage Hours, between the Response
Time
Time and when the user validates (via phone, email or in-person) that
the problem is solved to their satisfaction. This is the time when the
trouble ticket may be closed. "Total Resolution Time" can equal
"Technical Resolution Time" if the user is present and validates the
fix when the technician finishes their work. If the user is not present,
the Help Desk will follow up with the user at least once every working
day to obtain validation before closing the ticket. If the user does not
respond after two (2) working days, the ticket will be deemed closed.
-2-
R6876-0001\1825289v1.doc 89
Virus Any malicious computer program commonly known as viruses, Trojan
horses, worms or malware.
-3-
R6876-0001\1825289v1.doc 90
City of Rancho Palos Verdes
Response to Request for Proposal
2/20/2015
[&PROSUM
Te ch noIogy Services
This document is submitted in response to the City's Request for Proposals for
Outsourcing Solicitation for IT Services and Support, issued January 14th, 2015.
91
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92
February 11, 2015
Mrs. Carla Morreale
City Clerk
30940 Hawthorne Blvd.
Rancho Palos Verdes, CA 90275
RE: PROPOSAL TRANSMITTAL LETTER - [RFP FOR IT SERVICES AND SUPPORT]
Dear Ms. Morreale:
Prosum is pleased to submit its proposal through this transmittal letter to the City of Rancho Palos Verdes in
response to the Request for Proposal (RFP) to provide IT services and support. We feel the following proposal
provides an optimal solution to meet and/or exceed the City's ongoing needs while strategically planning for the
future. If the City determines that Prosum's response is deficient in any way, Prosum respectfully requests to be
promptly notified and be given the opportunity to correct any such deficiency.
Prosum is a technology services company that focuses on building meaningful, lasting connections with our clients
by delivering an exceptional customer experience through a unique combination of Business Consulting,
Technology Solutions, Outsourcing and Resource Staffing.
As a privately held California corporation with offices in EI Segundo, Irvine, and Denver, Prosum brings 16 years of
experience in providing enterprise infrastructure and managed support and employs over 200 dedicated IT
Professionals utilizing proven and emerging technologies, with experience in both ongoing support and in
delivering project based solutions.
We feel that we are uniquely qualified to support the City of Rancho Palos Verdes by building on our proven track
record as the current IT support provider for other City entities including the City of Hermosa Beach, the City of
Palos Verdes Estates and the Beach Cities Health District. We're very proud of the impacts that we've made in
helping our City clients serve, protect and improve the lives of its citizens and communities. Ultimately, we're
aiming to maximize the potential of your people and support The City's mission by leveraging all that is possible
through technology.
At the time of submitting this proposal and to the best of our knowledge, Prosum, nor any of Prosum's employees
that would be performing work for the City of Rancho Palos Verdes would be considered a conflict of interest.
In all, Prosum has over 200 IT professionals with almost —40 to provide support to the City of Rancho Palos Verdes
(RPV) and does not foresee the need to use any subcontractors to service RPV at this time.
Prosum has reviewed and accepts the City's standard terms and conditions detailed in Appendix H of the request
for proposal without qualification.
The following proposal contained herein will remain valid for 180 days from the submittal date.
93
Please forward any questions regarding this solicitation response to our main point of contact;
Andrew Salisbury, Sr. Director
Andrew.Salisbury@prosum.com
2321 Rosecrans Ave., Suite 4225
EI Segundo, CA 90245
+1 (949) 732-1130 office
+1 (714) 936-4936 mobile
Federal Employer Identification Number (FEIN) - #33-0776224
On behalf of Prosum, thank you for this opportunity to participate in the Request for Proposal (RFP) process and
we look forward to a mutually rewarding partnership.
Sincerely,
Ravi Chatwani, CEO
Prosum Technology Services
2321 Rosecrans Ave., Suite 4225
EI Segundo, CA 90245
310.426.0609 Office
011
RE: Proposal Transmittal Letter - [RFP for IT Services and Support].............................................................................3
ExecutiveSummary.......................................................................................................................................................6
4 Proposal Submission...................................................................................................................................................9
4.3 Proposal Transmittal Letter.................................................................................................................................9
4.4 Technical Proposal...............................................................................................................................................9
4.5 Qualifications.....................................................................................................................................................11
4.6 Experience & Capabilities..................................................................................................................................15
4.7 Approach...........................................................................................................................................................29
4.8 Transition...........................................................................................................................................................33
4.9 Pricing (See Attachment 1)................................................................................................................................39
4.10 Special Forms...................................................................................................................................................40
5 Statement of Work and Service Level Agreements (SLA).........................................................................................43
5.1 General Operations............................................................................................................................................43
5.2 Pool of Consulting Hours...................................................................................................................................49
5.3 Service Level Agreements..................................................................................................................................50
RFPMandatory Pricing Matrix.....................................................................................................................................52
Summaryof Attachments............................................................................................................................................56
RequiredSubmission...............................................................................................................................................56
SupportingDocuments............................................................................................................................................56
N PRO.S U M 5
95
Prosum has a full understanding of the commitment needed to fulfill the services requested by the City of Rancho
Palos Verdes (RPV) in the IT Services component of this Request for Proposals (RFP). We are presently providing
these services for other municipalities very similar in size, structure, culture and complexity as RPV and look
forward to the opportunity to providing these services to RPV in the future.
We will call upon our highly skilled staff of IT Managers, Sr. Engineers, Support Engineers, Project Managers,
Solutions Architects, Database Administrators, admin staff, and others to address the challenges that exist within
the RPV environment. The core values of the Prosum team include accountability, integrity, innovation and
commitment to community. Prosum employees derive this commitment and dedication from years of providing
excellent service to our clients. We have witnessed the business and financial outcomes of our services and have
seen how they positively affect the economy, communities and people's lives. In preparing this proposal, our team
has carefully reviewed the RFP requirements and has determined which requirements our current processes
support and which will require specific customization. It is through this review that we have established a solid
understanding of the requirements and objectives of RPV.
Many of our services are configured or customized to meet the individual needs of our clients; for some clients we
constructed new programs, processes and systems solutions from the ground up within very tight implementation
timeframes. Prosum is continuously looking to improve and expand the services we offer and provide maximum
value and expertise to our clients.
Prosum has utilized its wealth of knowledge and experience in the industry to accomplish outstanding objectives
for our clients, including many municipalities; achievements that have been recognized as extremely cost effective
in this ever growing business. Prosum recognizes that the success of any engagement is close communication with
the client, the ability and willingness to think outside the box and provide comprehensive, cost savings solutions
that meet the needs of the client. Identifying the client's needs and accommodating them is an area where Prosum
excels, and we are prepared to continue these services for the City of Ranchos Palos Verdes so they can utilize
leading edge technology with the ability to interface with a broad array of subject matter expertise, and to benefit
from an experienced industry leader.
Throughout this partnership, Prosum will seek to maximize the use of the time and resources required by RPV by
leveraging our current, experienced senior level team that has hands-on expertise, and is well versed in the goals
and objectives of municipalities. Our approach includes the following:
R,
A dedicated Account Manager with extensive municipality experience who will ensure that our
professional team remain on task and on focus; and
Continued close cooperation and communication with department staff and other RPV vendors to ensure
the smooth operations.
I
• •
Prosum is a service-oriented company; we focus on doing what it takes to meet our clients' timeline, budget, and
savings targets. We actively participate in the creation and development of new initiatives designed to maximize
efficiency (cost and otherwise), enhance services, and improves user outcomes. Most importantly, we
demonstrate considerable flexibility with the various clients we have. Working in close partnership with the City,
we will provide the same level of commitment and service we've delivered to our other clients.
Prosum will carry out all contract responsibilities in the same highly professional, successful manner to which our
clients have become accustomed and will continue to enthusiastically support the City's initiatives. We will draw
on the successful working relationships we have built at other municipalities to deliver the City unparalleled
service and support. We offer RPV a truly best -in -class solution designed to meet your needs now and into the
future. Our team is ready to assist you with technical innovation and unsurpassed customer service for your users
and providers.
The proposal that follows is our best attempt to address all requirements for the Request for Proposals, however
we understand that through continued discovery and negotiations other options and opportunities may present
themselves to be more effective, efficient, and aligned with the objectives of the City. Prosum maintains that
flexibility in support solutions is critical to overall client satisfaction and success and we welcome the opportunity
to craft additional options with the City leadership team.
�PROSUM
97
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[NPROSUM
90*1
4.3 PROPOSAL TRANSMITTAL LETTER
As dictated in RFP section 4.2 Format, the transmittal letter precedes the table of contents and can be viewed by
clicking here: Transmittal Letter.
4.4 TECHNICAL PROPOSAL
As defined in the RFP section 4.4 Technical Proposal, all components are addressed within the following sections:
0 4.5 Qualifications
0 4.6 Experience & Capabilities
0 4.7 Approach
0 4.8 Transition
0 4.9 Pricing
0 4.10 Special Forms
[NPROSUM 9
Th, logy Serv'�CBS
99
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10
[NPROSUM
100
4.5 QUALIFICATIONS
CREDENTIALS
Prosum believes that there isn't a one -size -fits -all approach to IT outsourcing. Whether technology is a part of your
business strategy for growth and differentiation or is simply a baseline service, we apply a customer centric
approach to the delivery of services.
Prosum has a demonstrated track record of delivering IT management and outsourced IT support services for
municipalities, water districts, and for a significant number of private businesses. Our culture is play hard and
work hard and as a result were ranked #7, best places to work in LA second straight year.
Prosum is one of only a handful of infrastructure service providers in the Los Angeles area to have obtained and
maintained a 'Managed Partner' status with Microsoft. The 'Managed Partner' designation is reserved for a select
number of partners in Southern California who have strong knowledge of Microsoft technologies, proven
excellence in the implementation of these technologies, and high customer satisfaction ratings. Managed Partners
enjoy a direct relationship with the local Microsoft channel and technical teams.
In addition, Prosum has earned the right to participate in the following merit -based Microsoft programs:
Gold or Silver Competencies in:
Management and Virtualization
Devices and Deployment
Messaging
Virtual Technical Specialist Program (VTSP) - several Prosum infrastructure architects are Virtual Technical
Specialists who accompany Microsoft team members on customer engagements to provide technical
expertise and have Microsoft badges and credentials.
Cloud Accelerate (Office365): To qualify for the Cloud Accelerate program, partners must successfully
demonstrate their cloud services expertise through rigorous sales and technical assessments; and ensure
the highest quality of services, as well as achieving a critical mass of cloud deployed clients. Microsoft
requires customer references to demonstrate successful customer implementations and satisfaction.
Featured Speaker: Prosum architects are frequently asked to speak, present and demonstrate Microsoft
technologies at customer "Roadmap" events and webinars.
The above narrative highlights several factors which we believe differentiate us from the other potential bidders
and which make Prosum an ideal choice for an ongoing IT Support relationship with the City of Rancho Palos
Verdes.
NPROSUM 11
101
BACKGROUND AND HISTORY
Prosum, which is Latin for 'to do good', was originally founded by two clients of services (Aaron Price / Ken Aster)
in Aerospace Industry in 1996. As 'consumers' of services, they felt that they could do a better job, so started own
consultancy with infrastructure focus. Over time, they added other IT service offerings as the market dictated,
adding an IT staffing service in 2000 and managed services in 2005.
As Prosum grew, the executive team formalized and remains unchanged for over 9 years.
Prosum has been providing the services outlined in this RFP since 2005.
................................................................................................................................................................................................................................................................................
YEARS IN BUSINESS
Founded 1996 IT Managed Services 2005
•
Staffing 2000
LOCATIONS
Prosum is headquartered in EI Segundo, CA with offices in Orange County, CA; Denver, CO; Hyderabad, India; and
Cebu City, Philippines. The City will be served by a combination of the following offices:
Orange County, CA — Service Desk (Customer Care) & Engineering
EI Segundo, CA — Operations including dispatch, engineering and back up customer care/desktop support
Cebu City, Philippines — After-hours operations (monitoring, alerting, patching, etc.)
EMPLOYEES & CLIENT BASE
Prosum employs over 200 dedicated IT Professionals and has a very diverse client base which includes small and
medium sized to Fortune 100 clients, with no single client comprising greater than 20% of Prosum's revenue.
Several long-term clients include:
City of Hermosa Beach — 8+ years
Broadcom Corporation — 7+ years
Beach Cities Health District — 7+ years
City of Palos Verdes Estates — 2+ years
ORGANIZATIONAL STABILITY
12
102
Mergers, acquisitions, or In the past 10 years in business, Prosum has not transacted any mergers, acquisitions,
sales or sales. I
Form of Business Prosum is a subchapter S Corporation.
Written Bank Reference See Attachment A — Bank Reference
Documentation of Credit See Attachment B — Dun & Bradstreet Credibility Corp
Rating
Profit & Loss Statement See Attachment C — Prosum 2014 Profit Loss Statement
Certificate of Insurance
Employee Felonies
Litigation
Bankruptcy
TARP Funds
[NPROSUM
Technology Ser, ices
See Attachment D — Certificate of Liability Insurance
See Attachment E — Felony Convictions
As of this writing, Prosum currently does not have any pending litigation, tax lien, or
other financial judgment pending against them.
In the past ten years, Prosum has not filed or had filed against it any bankruptcy, tax
lien or insolvency proceeding
As of this writing, Prosum has not accepted any TARP funds
13
103
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14
[NPROSUM
104
4.6 EXPERIENCE & CAPABILITIES
ORG CHART
Prosum Technology Services
InfrastructU re Services
Engineering
Aline M.—.
Sr. Engin i
M d Chnrg
Sr. Engines
Edgard I peIlo
Sr. Engineer
Chr'a H ayaehida
Sr. Storage Ergines
ChrH Maehara
B—np Engines
Rom eo C ,--to
Storage Ergi nes
Bob H ardy
Backup Engines
Helpdesk
Sr. Manags
Joss R -
iT
Operations
H any Co—
Marie Marko
Management
H elpd esk Mgr.
Opsadans Mg,
Kevin Am in
Helpdesk Engi river
Dand MattatGall
Helpdesk Engi river
Hirer Batu[
Helpdrsk Mal}st
Dlego Corti
Helpdesk AnalJst
I
Steven araramm�
Hgpde A-11st
OPEN
Helpdesk Anal}st
[NPROSUM
Technology Services
Casty Com
Srpput Engirr—
Terrens
Montgomery
Smoot EHgineer
Sol Sak
Support Engines
Lissa Brea elli
Support Engineer
yr Anthony Breva N
Opsatons Ergi res
W Iby C.Ion—
Oper—Ergines
Amm�u"JI ---
Op—on. Ergi nes
I
Carlo Oland
Open—Ereirns
Dante E—bs
4 Ope,—Ergines J
� f
Cebu, Philippines ~
John Chow
IT Mgr
ay Gov
IT Mgr
W k— 13 I1—ld
ITMgr
I
Megan 4lishury
IT Mgr
-r. cdrl -mr
in draw Salibury
Sr. Mans
Ta D
_ Project Profession
Management Services
Sarah Perron
Pro eaM r
RI}x Strewn Justin King
Project M an egs A.J,—
Mandy FI.. dh—. &ryan Hall
Prajea Manager An,hn rt
Deed Gib a
Ardr Rect
Geafrrey Kneale
Sr. Cmsukarrt
ChisSrh—
Sr. —It—
Table 1.1
15
105
RESUMES OF KEY PERSONNEL
.........................................................................................................................................................................................................................................................................................................................................
.TITLE, EDUCATION, CERTIFICATIONS, CURRENT ROLE AND/OR EMPLOYMENT HISTORY
The team that Prosum will engage to support the City of Rancho Palos Verdes will consist of team members that
have extensive experience in their respective roles. We focus on being the best at developing meaningful, lasting
relationships by growing our people, and delivering an exceptional customer experience.
Our recruiting and interviewing process is very thorough and evaluates not only technical skills but communication
skills, interpersonal skills, the ability to manage relationships with our clients, and ultimately offer them the
highest level of service. Prosum hires and develops highly motivated and well qualified individuals willing to go the
extra mile to complete the job at hand. We believe we employ the best and brightest people that aim to serve our
clients.
In all, Prosum has over 200 IT professionals with almost —40 to provide support to the City of Rancho Palos Verdes
(RPV) and does not foresee the need to use any subcontractors to service RPV at this time. Below is a sampling of
talent that RPV will have access to for this engagement.
16
[NPROSUM
106
Profile Andrew is an accomplished professional with demonstrated ability to operate in a
wide variety of business environments across multiple industries. This includes
'hands on' involvement in rapidly changing technology organizations as well as
proven leadership skills gained from leading technical teams responsible for global
enterprise projects.
With a career in technology and management spanning over 17 years, Andrew has
specialized in infrastructure solutions design and management, systems
integrations and workforce/operational development.
Andrew is currently Sr. Practice Director, Infrastructure Services for Prosum
Technology Services, an IT consulting firm in the greater Los Angeles area. In
Andrew's current role, he is responsible for the overall business strategy &
development, sales enablement and growth of a $6+ million / year book of
business and a team of over 30+ IT professionals. Andrew is a proven leader in
portfolio management, increasing revenue, maintaining profit and driving high
customer satisfaction.
Certificates or Degrees B. S. Science (Biology w/ Botany emphasis)
Achieved Microsoft Certified Systems Engineer (MCSE + IIS)
Cisco Certified Network Associate (CCNA) — [expired]
CompTIA A+
Years at Prosum 6+ years
Work Experience Sr. Director, Infrastructure Services —
2009 — Present
Prosum, Inc.
Solutions Architect — EMC Consulting,
2008— 2009
Microsoft Platforms
Architect / Team Lead — Prosum, Inc.
2005— 2008
Sr. Systems Engineer — New Horizons
2003— 2005
Worldwide, Inc.
IT Manager — New Horizons Computer
1999— 2003
Learning Centers (held multiple roles)
[NPROSUM 17
Technology Ser, ices
107
Profile Jose is a seasoned IT professional with 20 years' experience in bridging business
requirements and IT services. Jose has held numerous roles including programmer,
systems administrator, SQL DBA, storage engineer, IT consultant, and solutions
architect.
For the past 7 years, Jose has had various leadership positions within Prosum, an IT
Consulting firm in Southern California. Jose currently leads the Managed Services
division of Prosum. Jose is responsible for the day-to-day operations as well as
strategic guidance of a team of 25 IT professionals servicing 20+ clients, 250 servers,
and 1,500 users.
Years at Prosum 10+
Work Experience Sr. Practice Manager, Infrastructure 2012 — present
Solutions — Prosum, Inc.
Practice Lead, Storage Operations — 2008-2012
Prosum, Inc.
Solutions Architect — EMC Global 2007— 2008
Services
Technical Architect — Prosum, Inc. 2004— 2007
Sr. Systems Engineer — New Horizons 2002— 2005
Worldwide, Inc.
Sr. Systems Engineer — Debisys, Inc. 2002— 2003
Technical Consultant—Alternative 2001-2002
Resources, Corp.
Operations Engineer, Digex, Inc. 2000-2001
KING
ARCHITECTJUSTIN
SOLUTIONS
Profile
Justin King has been working in the IT industry for over 20 years, with 15 at the architect
level. His current focus is around Cloud infrastructure, specifically the NIST definition of 5
essential characteristics: on -demand self-service, broad network access, resource
pooling, rapid elasticity, and measured service. Justin has worked with companies from
small to enterprise, identifying key business drivers and deploying the appropriate
technology for messaging, virtualization, system management, and workflow automation.
Certificates or
Microsoft Certified Solutions Expert (MCSE+ Private Cloud, System Center)
Degrees Achieved
Microsoft Certified IT Professional (Server Virtualization, Exchange, Lync)
Microsoft Certified Technology Specialist (Desktop Virtualization)
Years at Prosum
7+ years
Work Experience
Sr. Architect - Prosum 2008 — Present
Systems Manager - NRPI 2005 —2008
System Architect — Nicholas Labs 2003 —2005
Systems Director — Message Broadcast 2002 —2003
Exchange Admin — IT Group 2000-2002
18
o*
Profile
Marie has over 13 years in IT consulting and has served in each role on the Prosum IMS
team from Helpdesk Analyst to IT Manager. As Operations Manager, she is responsible
for the four P's- People, Process, Products, and Partners-, and is accountable to assure
they meet our customer's expectations and business needs. Marie has an innate ability
to solve problems, and work with others to find and fill gaps. She is participating in a
project to provide Advanced Application and SharePoint Managed Services to our clients,
and is currently leading the effort to implement ITIL across the company.
Certificates or
Microsoft Certified Systems Engineer (MCSE+ IIS+ Security) i
Degrees Achieved
Microsoft Certified Database Administrator
CompTIA Security+, Network+
ITIL Foundation (pending Feb 26th)
Years at Prosum
5+ years
Work Experience
Operations Manager 2013 — Present
Helpdesk Manager/Ops Lead 2012-2013
Operations Lead 2011-2012
Sr. System Engineer, Site Lead — Prosum, Inc. 2009-2011
Sr. System Engineer — Premier IT 2004-2009
LUIKASZ BUICHWAILD
IT MANAGER
Profile
Lukasz has more than 6 years in IT with over 3 with Prosum and consulting. He's
supported many vertical markets as an IT consultant since 2010, including local
government, law enforcement, legal, finance and real estate. Lukasz currently serves
as an IT Lead for City of Hermosa Beach and City of Palos Verdes Estates, working
closely with City's leadership to ensure top tier support services, secure and stable IT
environment and defining short and long term IT strategy.
'
Certificates or Degrees M.S. - Information Science and Management
Achieved
Cisco Certified Network Associate (CCNA)
Microsoft Certified Systems Engineer (MCSE)
CompTIA Security+
Years at Prosum
3+ years
Work Experience
IT Manager - Prosum 2011— Present
Sr. System Engineer — Unique Solutions 2010— 2011
MSP Inc.
Lead Technician — JP Morgan Chase 2009— 2010
Network Specialist/Windows 2008— 2009
Administrator - XYZ Computer Tech
Table Games Supervisor — Pechanga 2004— 2008
Casino Resort
[NPROSUM 19
Technology Ser, ices
109
TERRENCE MONTGOMERY
SUPPORT
PHILIP CHUNG
Profile
SR. ENGINEER
Philip has over 20 years of IT operations experience. Phil has cross -
platform experience in systems engineering including analyzing, designing,
installing, maintaining, and repairing hardware, software, peripherals and
networks. Phil is considered one of Prosum's networking experts and is an
escalation point for issues involving switching, routing, firewall, & VPN.
Certificates or Degrees Achieved
B.A Computer Information Systems
Years at Prosum
1 year
Work Experience
Sr. Engineer-Prosum 2014—Present
Sr. Network Engineer -Caps Universal Payroll 2013-2014
IT Operation Manager-INCTechs 2004-2013
Network Engineer — Western Asset Management 2000-2004
TERRENCE MONTGOMERY
SUPPORT
Profile
Terrence is a strong technician, and an exemplary Prosum employee. He
resolves technical issues with utmost customer service and patience.
Terrence holds a B.S. in Computer Science, and has 8+ years in IT. He is
skilled and efficient in workstation and server migrations, infrastructure
refresh projects, light networking and scripting.
Certificates or Degrees Achieved
B.S. Computer Science
Years at Prosum
2.5 years
Work Experience
Support Engineer — Prosum 2012 — Present
Technician/Developer - Blue Chip Computer 2007-2012
Systems
Technician - DDT Inc. 2005-2007
20
ZPROSUM
Ta e h , . I ogy Se r v i r. es
110
HARRY • t
HELP DESK MANAGER
Profile
Harry has over twenty years of managing IT support, in both the public and private
sectors. His experiences in supporting information systems have involved all aspects
of information technology, including but not limited to project management, leading
problem solving, software repair/installation, hardware repair/ installation and
networking. He is exceptionally skilled in streamlining workflows, identifying
operational and technical obstacles and creating innovative solutions. His extensive
leadership experience has given him great insight into leading a team to be customer
Certificates or Degrees
service and technologically driven.
Certificates or Degrees
Lawson LID and Portal Certification
ITIL Certification [In Progress]
Years at Prosum
1 year
Work Experience
Help Desk Manager- Prosum 2014 — Present
Years at Prosum
Actionet Contract Site Manager - FAA 2012-2014
Work Experience
Help Desk Supervisor- BJ's Restaurants 2011-2012
IT Support Manager- AEG 2011-2011
Technical Trainer -Taco Bell 2010-2010
Help Desk Manager- Wet Seal 2006-2010
Pacific Sunwear - Systems Engineer 2005-2006
Hot Topic- Help Desk Supervisor 1993-2005
AMIN
SUPPORTKEVIN
HELP DESK
Profile
Kevin is a seasoned IT professional with over fourteen years in IT support. He is a
solutions orientated individual with solid knowledge of LAN/WAN, network
administration and POS systems. Kevin has proven expertise in supporting and
troubleshooting hardware, software and networking issues. Within our Customer
Care team he is often recognized as the "go -to person" for immediate resolution of
hard to resolve technical issues. Kevin is an organized, take -charge professional with
exceptional follow-through abilities.
Certificates or Degrees
B.S. Computer Hardware Engineering
Microsoft Certified Professional (MCP)
Cisco Certified Network Administrator (CCNA)
NCR/Radiant Certified Support Specialist
NCR Certified NSS Associate
Years at Prosum
1+ year
Work Experience
Help Desk Support Engineer - Prosum 2014 — Present
IT Support Engineer-iBacc 2013-2014
IT Support Engineer-SDCR Business 2010-2013
System
Help Desk Support Analyst -Wet Seal 2010-2010
Senior Desktop Analyst IV 2000-2009
[NPROSUM 21
Technology Ser, ices
111
HIREN BAROT
HELP DESK SUPPORT
Profile
Hiren has over nine years of IT support experience. He is a service- orientated IT
specialist with strong technical, collaboration and communication skills. Hiren is
proficient in hardware and software setup, configuration and management. He is
very organized and has excellent trouble shooting abilities.
Certificates or Degrees
B.S. Information Technology [In Progress]
Certificates or Degrees
Microsoft Certified Professional (MCP)
CompTIA Network+
CompTIA A+
Years at Prosum
3+ years
Work Experience
Help Desk Support Engineer-Prosum 2014 — Present
Years at Prosum
Technical Support Level II — Cash Call 2012-2013
Work Experience
Technical Support Level II- KCCLLC 2009-2012
DAVID MATTATALL HELP DESK SUPPORT
Profile David has over five years of IT support experience. He is a highly technical employee
who is consistently commended for his outstanding customer service. His experience
includes supporting, upgrading, and performing Microsoft OS Migrations, managing
and configuring networks, and successful daily trouble shooting.
Years at Prosum 3+ years
Work Experience Help Desk Support Engineer-Prosum 2012 — Present
IT Administrator - John Elway's Toyota 2012-2012
Desktop Engineer- All City Computers 2009-2012
DIEGO CONTI
Profile
Diego has over eight years of IT support experience. He is a customer service driven,
technical employee who loves to solve difficult system problems. His experience
includes supporting, upgrading, and performing Microsoft OS Migrations, managing
and configuring networks, new user creations, and excellent daily trouble shooting
skills.
Certificates or Degrees
B.A. Computer Technology with an emphasis in Homeland/Cyber Security
CompTIA Network+
Cyber Watch West Digital Forensics Training Certified
Certified CSUDH Web Design Certified
CompTIA A+
Years at Prosum
2+ years
Work Experience
Helpdesk Analyst - Prosum 2013 — Present
Server Operations & Administration 2012-2013
Intern- CSUDH IT Department
Customer Representative -LAN Airlines 2009-2012
Warehouse/Computer Technician- 2007-2009
Showcase Business Center
22
112
STEVEN
IHELPDESKANALYST
BRACAMONTE
Profile
As a recent college graduate, Steven has a little over a year of IT support experience.
He is a very technical employee who is always willing to go above and beyond. He is
a motivated IT analyst who has learned the ins and outs of how to be a successful
member of our Customer Care Team. Steven's has excellent customer service skills
and is an outstanding problem solver.
Certificates or Degrees
B.S. Business Administration w/ emphasis in Information Security and
Assurance Management
Access Data Certified Examiner
CNSS 4011 Certified Information Professional
CNSS 4012 Certified Senior Systems Manager
Years at Prosum
1+ years
Work Experience
Help Desk Analyst - Prosum 2014 — Present
Support Services Intern- Pacific Sunwear 2013-2013
Estimated Hours per Position
Estimated hours for assigned roles is provided in Appendix 1. Specific personnel assignments will be established
during the transition period.
[NPROSUM 23
Technology Ser, ices
113
CUSTOMER REFERENCES
Prosum has a demonstrated track record of delivering IT management and support services for municipalities and
for a significant number of private businesses. The following list of references provides a representative list of
information systems consulting and outsourced IT clients similar to the City of Rancho Palos Verdes requirements.
.........................................................................................................................................................................................................................................................................................................................................
CITY OF HERMOSA BEACH (CHB)
Client Contact
Viki Copeland, Director of Finance
vcopeland@hermosabch.org
310-318-0225
1315 Valley Drive, Hermosa Beach, CA 90254
Industry
Government
Outsourced IT
Outsource Helpdesk
Support Services
Server and Network Infrastructure Support
Strategic IT Planning
IT Management (budgeting, vendor management, contract management, public
information requests, etc.)
Proactive Network, Server and Device Monitoring
Asset Inventory
Length of Service
The City of Hermosa Beach has been a satisfied Prosum client since 2005. [9+ years]
Support Solution
Prosum provides a comprehensive Integrated Managed Services (IMS) solution for CHB,
Description
which consists of a combination of onsite and remote support. Prosum remotely monitors
and manages CHB's environment from the Prosum Network Operations Center and
provides escalation of critical issues through onsite resources on predefined weekdays.
The Prosum team continuously monitors issues that affect CHB's servers, network and
desktops and respond to issues before they become critical. The Prosum team also
provides systems management via preventative maintenance to ensure that CHB's
network runs efficiently and experiences less downtime. Prosum also provides IT strategy
and planning for CHB through Semi -Annual Business Reviews.
TOTAL Contract $455,724 (over 3 years)
Amount
24
114
RANCHO MISSION VIEJO (RMV)
Client Contact Linda Fitzpatrick, Director of Human Resources
Ifitzpatrick@ranchomv.com
(949) 240-3363 ext. 242
28811 Ortega Highway, P.O. Box 9, San Juan Capistrano, CA 92675
Industry Land Development
Outsourced IT Outsource Helpdesk
Support Services Server and Network Infrastructure Support
Strategic IT Planning
Proactive Network, Server and Device Monitoring
Asset Inventory
Length of Service I Rancho Mission Viejo has been a satisfied Prosum client since 2006. [8+ years]
Support Solution
Description
TOTAL Contract
Amount
Prosum provides a comprehensive Integrated Managed Services (IMS) solution for RMV,
which consists of a combination of onsite and remote support. Prosum remotely monitors
and manages RMV's environment from the Prosum Network Operations Center and
provides escalation of critical issues through onsite resources on predefined weekdays.
The Prosum team continuously monitors issues that affect RMV's servers, network and
desktops and respond to issues before they become critical. The Prosum team also
provides systems management via preventative maintenance to ensure that RMV's
network runs efficiently and experiences less downtime. Prosum also provides IT strategy
and planning for RMV through Semi -Annual Business Reviews.
$360,000 (over 3 years)
[NPROSUM 25
Technology Sery leas
115
BEACH CITIES HEALTH DISTRICT
Client Contact Susan Burden, CEO
Susan.Burden@bchd.org
(310) 374-3426 ext. 118
1200 Del Amo Street, Redondo Beach, CA 90277
Industry Public Service Agency
Outsourced IT Outsource Helpdesk
Support Services Server and Network Infrastructure Support
Strategic IT Planning
Proactive Network, Server and Device Monitoring
Asset Inventory
Length of Service I Beach Cities Health District has been a satisfied Prosum client since 2007. [7+ years]
Support Solution
Description
TOTAL Contract
Amount
26
Prosum provides a comprehensive Integrated Managed Services (IMS) solution for BCHD,
which consists of a combination of onsite and remote support. Prosum remotely monitors
and manages BCHD's environment from the Prosum Network Operations Center and
provides escalation of critical issues through onsite resources on predefined weekdays.
The Prosum team continuously monitors issues that affect BCHD's servers, network and
desktops and respond to issues before they become critical. The Prosum team also
provides systems management via preventative maintenance to ensure that BCHD's
network runs efficiently and experiences less downtime. Prosum also provides IT strategy
and planning for BCHD through Semi -Annual Business Reviews.
$480,132 (over 3 years)
ZPROSUM
Ta e h , . I ogy Se r v i r. es
116
CITY OF PALOS VERDES ESTATES
Client Contact Russell J. Morreale, Director of Finance
rmorreale@pvestates.org
(310) 378-0383 ext. 2215
340 Palos Verdes Drive West, Palos Verdes Estates, CA 90274
Industry Municipality
Outsourced IT
Outsource Helpdesk
Support Services
Server and Network Infrastructure Support
Strategic IT Planning
IT Management (budgeting, vendor management, contract management, public
information requests, etc.)
Proactive Network, Server and Device Monitoring
Asset Inventory
Length of Service
The City of Palos Verdes Estates has been a happy Prosum client since 2013. [2+ years]
Support Solution
Prosum provides a comprehensive Integrated Managed Services (IMS) solution for PVE,
Description
which consists of primarily remote support. Prosum remotely monitors and manages
PVE's environment from the Prosum Network Operations Center and provides escalation
of critical issues through onsite dispatch when the issue cannot be resolved remotely. The
Prosum team continuously monitors issues that affect PVE's servers, network and
desktops and respond to issues before they become critical. The Prosum team also
provides systems management via preventative maintenance to ensure that PVE's
network runs efficiently and experiences less downtime. Prosum also provides IT strategy
and planning for PVE through Semi -Annual Business Reviews.
TOTAL Contract
$215,820 (over 3 years)
Amount
[NPROSUM 27
Technology Sery leas
117
BROADCOM
Client Contact I Anupama Asthana
LETTERS OF RECOMMENDATION
0 Attachment G — Letter of Reference: Beach Cities Health District
0 Attachment H — Letter of Reference: City of Hermosa Beach
28
[NPROSUM
118
Engineering Director
asthana@broadcom.com
949-926-9433
5300 California Avenue Irvine, CA 92617
Semiconductors; Electronics
NetApp and EMC Storage Operations
Industry
Outsourced IT
Support Services
Backup and Disaster Recovery Operations
Since 2007 (7+ years)
Length of Service
Support Solution
Prosum is engaged in a functional outsource with Broadcom to support their ever growing
Description
data storage operations. Prosum is in charge of managing and maintaining Broadcom's
storage devices from deployment to decommissioning. In addition, the Prosum team is
responsible for backup and disaster recovery of Broadcom's data using several
technologies such as tape robotics, data replication, and snapshots. Prosum has a team of
1 manager and 5 dedicated individuals located in Irvine, CA; San Jose, CA; and Hyderabad
Contract070,000
tlnda.TOTAL (over 3 years)
Amount
LETTERS OF RECOMMENDATION
0 Attachment G — Letter of Reference: Beach Cities Health District
0 Attachment H — Letter of Reference: City of Hermosa Beach
28
[NPROSUM
118
4.7 APPROACH
OVERALL APPROACH / METHODOLOGY FOR ONGOING SUPPORT
Prosum's Integrated Managed Services provides the services of a complete IT department, without the overhead.
Our approach encompasses a bundling of IT services and people designed to provide comprehensive IT systems
management for smooth delivery to your staff and business. Prosum's IMS offering provides excellent customer
service, skilled technicians, engineers and managers, pre -defined systems monitoring, incident/problem/change
management, antivirus, and remote access and asset management tools.
Prosum will provide a team of on-site and remote IT support staff that work in concert to maintain the IT
infrastructure and ensure services are at or above end user expectations. Our friendly helpdesk team can utilize
our remote management tools to "take over" and resolve issues and requests rapidly without drive time, access, or
user constraints. Both onsite and remote teams will deliver proactive services, complete projects and ensure there
are hands-on when needed. Prosum has found that our offering allows clients to enjoy the best of both worlds,
receiving not only the personal high touch of on-site support, but also the efficiencies of remote support. The
result is an extremely stable IT operating environment with fast incident response ensuring end user satisfaction.
In addition, the City will have access to a broad and deep range of industry subject matter expertise across the
organization that can be leveraged for technical escalations and continuous improvement projects.
.........................................................................................................................................................................................................................................................................................................................................
SERVICE MODEL
Prosum's delivery model and services have been adopted by many municipals in Southern California including;
Hermosa Beach, Beach Cities, Palos Verdes Estates as well as some of the water districts and other public
organizations.
As an example, for almost a decade, Prosum has successfully executed technology projects and provided ongoing
outsourced IT support services for the City of Hermosa Beach. As a result of this on-site & remote work, Prosum
has gained a strong working knowledge of the IT environment and business operations of the City. Furthermore,
over the years, Prosum has successfully transitioned a large percentage of the City's support services from onsite
to remote, resulting in a larger pool of technical staff who are versed in the City's unique and institutional
knowledge.
Many of the current Prosum team members are intimately familiar with the inner workings of Southern California
local municipalities since Prosum has had many cities and public entities as clients over the years (several
references were provided).
NPROSUM 29
119
As a result, Prosum has:
Working knowledge of many of the applications currently running at municipalities
Experience working with Police and Fire Departments
Understanding of the budgeting process
Exposure to the culture and unique needs of local municipalities
Sensitivity to the issues specific to local municipalities such as police procedures/evidence, city council
proceedings, and matters of public record
All of the above factors make Prosum the ideal partner to support the needs of the City.
APPROACH TO PROVIDING INNOVATIVE SOLUTIONS
One of Prosum's core values is "Always be Open and Flexible" and we take this to heart. Unlike traditional
managed services providers, we are flexible and work jointly with our clients to define operating levels appropriate
for the needs of our clients' business. Prosum enables our clients to lower IT service costs, reduce downtime, and
usher in a new sense of business continuity and security. Moreover, clients have peace of mind with the power of
Prosum's IT service delivered "anywhere anytime" by a proven and trusted partner.
The Prosum IT leaders will work closely with the City's business leaders to better understand the City's long term
goals and assist in defining the activities needed to achieve the desired outcomes. Once the Prosum IT leaders
understand the goals and the activities required to support these long term goals, they can determine which
technologies are likely to be needed. They will also be able to identify gaps where current technologies are
inadequate and unlikely to develop fast enough in the future. Prosum can then assist with creating an innovative
strategy to fill these gaps.
.........................................................................................................................................................................................................................................................................................................................................
CONTINUOUS IMPROVEMENT OF SERVICE DELIVERY
In an ongoing effort to improve service delivery, Prosum monitors, analyzes, and reports on multiple aspects of our
performance for our clients. This trending and reporting of information includes but isn't limited to;
Volume of incidents
Response time
Resolution time
End user surveys
Regular client meetings (we listen)
Relationship and rapport building
Regular team meetings
Participation in vendor/industry/vertical seminars/workshops/conferences
30
NPROSU,M
120
We measure our success against pre -established milestones and baselines and review the results in monthly
reports. We take the time to share the results with our clients to demonstrate our desire to continually improve
the customer experience.
.........................................................................................................................................................................................................................................................................................................................................
CROSS -TRAINING
Prosum utilizes a rotation methodology for clients that require onsite presence. The reason for this rotation is to
ensure that many Prosum employees have the opportunity to work in and learn multiple client environments over
the course of their tenure.
Due to the broad range of skills across all of our consultants, cross -training can be limited to a 2-4 days of overlap
with another engineer so that your staff are familiar with the Prosum staff, and so training is limited to that which
is unique to your environment.
We believe this rotation strategy will satisfy the cross -training requirement outlined in this RFP.
.........................................................................................................................................................................................................................................................................................................................................
STAFF TRAINING
Prosum understands the importance of training within the IT industry and every effort is made to ensure that our
employees have the knowledge, skills, and the ability to successfully perform the duties for the position in which
they have. Prosum fosters an environment for growth and learning through (3) primary avenues to support
employee training.
1. Training Incentive Program — provides compensation for training and certification
2. Performance Goals —jointly established goals to improve technical and/or soft skills annually
3. Partnership Requirements — in order to maintain our level of vendor partnerships, Prosum must maintain
a certain number of certified IT professionals on staff
Prosum also has a working partnership with both Quickstart Intelligence and New Horizons Learning Centers,
leading IT training providers in Southern California where we receive heavy discounts for IT training courses.
......................................................................................................................................................................................................................................................................................................................................
DOCUMENTATION
We conduct comprehensive, accurate, and up-to-date audit and inventory of computers, servers, and mobile
devices on your network using a combination of tools, and of course Request, Incident and Problem and
Knowledge management in our ticketing system. If it isn't in our ticketing system, it didn't happen.
Prosum provides Asset Management capabilities through a combination of our standard tools and processes.
We're able to provide a comprehensive hardware and software audit, inventory and control of all servers,
workstations and laptops under our management.
[NPROSUM 31
Technology Ser, ices
121
The web based inventory management system utilizes Barcode and/or QRCode technology which allows IT to scan
labels from any smartphone to quickly pull up asset details, whenever and wherever. The tool has many other
features including check in/check out and reporting capabilities.
We use a secure and encrypted password database for storing passwords and light documentation such
as vendor contacts, which can be utilized by the City.
We use a portal for comprehensive documentation including process and procedures & client specific
documents
We use our ticketing system for knowledgebase articles and 'how to' documents
.........................................................................................................................................................................................................................................................................................................................................
ADDITIONAL CHARGES / OUT OF SCOPE SERVICES
Prosum's current pricing structure is based on several variables including the number of users & devices
supported, complexity of the environment, number of locations, etc. Prosum will maintain your existing
environment, as it exists, for a fixed monthly fee with unlimited proactive and responsive support. However, as
major changes are made to the environment, such as adding new servers, locations, network equipment, etc., this
would constitute an out of scope project and therefore incur a project cost as well as an possible increase in the
monthly fee.
32
[NPROSUM
122
4.8 TRANSITION
FLEXIBILITY TO INTEGRATE THE CITY'S RETAINED IT SERVICES, PPOCESSES, AND PRACTICES
The process from transitioning from one outsourced provider to another presents inherent risks. While there is
minimal likelihood that the released vendor would behave in a malicious manner, Prosum will take steps to
mitigate any possible risks through the following;
Capture all system passwords
Gather information about system configurations prior to transition
Gather information about security policies prior to transition
Identify current incident queues
Review data backup coverage and remediate issues found
Gather most recent documentation
In order to optimize the support model through discovery, knowledge acquisition, process definition and
improvement activities, Prosum will follow a phased approach as detailed below. Prosum has found that this
approach is extremely flexible for our clients. If Prosum identifies an area of improvement around any of the City's
retained services, processes, and practices, we will work very closely with the City's IT Manager to discuss, plan
and implement these changes. If a change is necessary and would improve the efficiency and/or effectiveness of
the City's objectives, it would be introduced it in phases with a goal of minimal to no impact to the user
community. We believe that appropriate communication is a key factor in Prosum's delivery of excellent services.
Should a change in a process, procedure or a technology be needed, all end users will be notified well ahead of
time to ensure that all questions are answered and everyone has a chance to prepare for upcoming changes.
PHASE 1 — DISCOVERY & STABILIZATION
a. Network assessment
b. Business alignment
c. Review backup history for adherence to data retention policies
d. Documentation
e. Remediation
f. Recommendations
g. Requirements
[NPROSUM 33
Technology Ser, ices
123
PHASE 2 — SERVICE LEVEL MANAGEMENT AND STRATEGY
h. Support
i. Scheduled services
j. Incident, Problem, and Change management
k. Reporting and Trending
I. Business Reviews
PHASE 3 — CONTINUOUS IMPROVEMENT PROJECTS
m. Projects
n. Partner services
Being that the incumbent will most likely be heavily involved in the 6 week transition, Prosum's approach will be to
leverage their expertise and continue to utilize their services for day to day support while Prosum's staff trains
alongside them while learning and documenting issues.
The rest of the Prosum team will focus on the following activities;
Validate/modify original support assumptions from the RFP
Clearly define & document interactions between the Prosum and RPV team
Roles and responsibilities
Processes
Incident tracking, resolution, and escalation
Validate incident prioritization and expected response times
Identify areas of risk and opportunities for improvement
Begin strategic discussions with IT Manager that will become the foundation for an IT Roadmap
Once the incumbent has transitioned out, Prosum will immediately;
Lock down the network
Change al the critical administrative passwords
Survey the network for possible security breaches
TRANSITION TEAM
Based on our experience in transitioning clients from an incumbent, Prosum typically spends up to 3 months of
activities for clients of similar size and complexity to the City of Rancho Palos Verdes. Also, Prosum would
inherently schedule more resources during this period of high activity.
34
124
The Prosum transition team will be made up the following roles and responsibilities; multiple roles can be held by
the same resource.
-Oversight & QA,
drives all
transition
activities, status
reporting,
manages client
expectations
-Technical
assessment &
documentation,
technical
knowledge
transfer
-implementing
tools, processes
& procedures,
business
alignment
-Hands on user
support, learning
& documenting
incidents, assist
Sr. Engineer
where needed
[ND USER COMMUNICATION PLANS, ORIENTATION, AND TRAINING.
-Hands on user
support, learning
& documenting
incidents
Prosum believes in personal touch especially when coming in as the new IT support partner. During the first 30
days of the engagement, Prosum will perform the following services;
Staff communication and training through formal lunch -and -learn events and online sessions
In -cube contact cards with Customer Care contact methods
Power user knowledge transfer of IT process criticality and priority ranking
Post implementation executive review meetings
CHANGE MANAGEMENT PROCESS
Prosum follows ITIL processes and has a very mature change management process that's been in place since 2011.
Prosum's Change Advisory Board (CAB) is made up of several key members with stakeholder interest in the IT
production environment of Prosum's clients. In general, the CAB is composed of members with a wide range of
expertise and familiarity of business requirements, user community, and IT system technology. The CAB meets
weekly to discuss, review and approve or deny all Request for Changes (RFCs).
Our process includes the following steps;
1. Propose and receive approval from the client sponsor
2. Scheduled and submit the Request for Change (RFC) within Prosum's change management system
3. Change Advisory Board approves the RFC
4. Complete the implementation of the RFC
5. Post -implementation review of the RFC
6. Close the RFC within the Prosum change management system
7. Communicate with client sponsor regarding post -implementation review of RFC
[NPROSUM 35
Th, logy SCv'iCBS
125
KEY TRANSITION ACTIVITIES
Concurrent to taking over IT support responsibilities, Prosum will conduct a deep dive IT environment assessment/
health check. The overall objectives of the Technology Health check are to:
Assess server and data center environment.
Evaluate current level of security of network and servers, and ability to protect critical data.
Review backups, and disaster recovery needs and capabilities to align with business continuity needs.
Ensure that technology solutions align with industry best practices.
There are three phases to the IT Assessment:
Infrastructure Architecture A holistic review of the infrastructure architecture and design, comparing your
Assessment current environment with proven reference architectures and real-world best
practices.
Configuration and Stability A detailed review of individual device configuration and comparison to industry
Assessment and vendor best practices. We analyze the existing operational state of the
environment to assess overall stability and reliability. We provide detailed
recommendations for improvement.
Network Performance We deploy advanced software tools to monitor and report on the infrastructure
Monitoring devices. Tools are also used for detailed analysis and correlation of infrastructure
device configuration.
OPERATIONS / ADMINISTRATION SERVICES
Technology should help meet specific business goals and provide value. The Business IT Needs assessment helps to
assess whether the deployed technology is meeting these goals, and will provide a basic blueprint for improving
the technology for achieving business objectives.
Business function analysis provides visibility into the existing alignment of strategic business initiatives with
technology investments. This visibility is the starting point for helping organizations define where improvements
and changes need to be made so that the IT function delivers the business results that the organization requires.
The outcome of the activities will be identifications of the greatest areas of vulnerability and/or greatest
opportunities for driving value, based on business impact and the current state of IT.
36
126
1) Survey
Electronic survey of user groups
2) Interviews /Relationship building
Stakeholders
City Manager
CFO/Director of Finance
IT Manager
Other executives as determined
SMEs/Power Users
Key employees
HELP DESKTOP / SUPPORT SERVICES
1) Review documentation
Ticket report analysis
Knowledgebase articles
2) Shadow existing helpdesk resources
Learn the culture & record notes
Learn frequent types of incidents/requests & document
3) Start working incidents with existing helpdesk resources
4) Perform knowledge transfer to Prosum helpdesk staff
SYSTEM ADMINISTRATION / INFRASTRUCTURE SERVICES
1) Review documentation of current state IT environment
IT Processes
Disaster Recovery Plan
Infrastructure & network architecture diagrams
Information Flow Diagrams
Vendor Listings / contracts
Hardware and Software Refresh Lifecycle
2) Create/Update documentation
Daily/weekly/monthly tasks
Create ongoing maintenance and servicing calendar
3) Utilize a network discovery tool to catalog software versions and current patching status
Determine overall health of systems, websites, phone systems, etc.
4) Evaluate servers, physical network devices, websites and overall infrastructure
Directory Servers
File and Print Servers
Messaging Environment
Unified Communications environment
[NPROSUM 37
Technology Ser, ices
127
Database Servers
Web Servers & associated components
Collaboration Servers
Remote Access
Virtualized Environment
Firewalls & Switches
Power Supply
Bandwidth Usage
Phone system & associated components
VOICE AND COMMUNICATIONS SERVICES
See System Administration / Infrastructure Services
.........................................................................................................................................................................................................................................................................................................................................
NETWORK, CABLING, SWITCHING, ROUTING & WIRELESS SERVICES
See System Administration / Infrastructure Services
WEBSITE TECHNOLOGY SERVICE
See System Administration / Infrastructure Services
LIST TRANSITION MILESTONES AND PROJECTED TIMELINES.
LIST RISK AND ISSUE MANAGEMENT PROCESSES.
Risk mitigation is reviewed in detail in the narrative for the overall management of the transition process.
38
[NPROSUM
128
4.9 PRICING (SEE ATTACHMENT 1
In addition to assumptions dictated by the RFP, all pricing is based on the following assumptions:
1. Two (2) onsite personnel during all business hours.
a. One onsite staff member will be 100% dedicated to supporting RPV.
b. Non -dedicated staff will be 50% dedicated to supporting RPV.
2. Non -dedicated onsite staff will be rotated regularly for knowledge transfer and to add additional expertise
throughout standard operations.
In the event that these assumptions are not accurate, Prosum reserves the right to reevaluate pricing presented in
this response.
BASE PRICING
Base Contract $248,170 $255,615 $263,284 $271,182 $1,038,251
TRANSITION
Description Year 1 Year 2 Year 3 Year 4 TOTALS
Transition ::0 $50,880
POOL OF CONSULTING HOURS
Description Year 1 Year 2 Year 3 Year 4 TOTALS
Consulting Pool $15,000 $15,000 $15,000 $15,000 $60,000
ADDITIONAL SERVICES
None at this time.
NPRO SUM 39
129
SUMMARY OF COSTS
Description
Base Contract
Year 1
$248,170
Year 2
$255,615
Year 3
$263,284
Year 4
$271,182
TOTALS
$1,038,251
Transition
$50,880
$0
$0
$0
$50,880
Consulting Pool
$15,000
$15,000
$15,000
$15,000
$60,000
Additional Services
$0
$0
$0
$0
$0
TOTALS
$314,050
$270,615
$278,284
$286,182
$1,149131
4.10 SPECIAL FORMS
4.11 ANTI -COLLUSION AFFIDAVIT
Please see Attachment F — Anti -Collusion Affidavit and Terms and Conditions.
4.12 STANDARD TERMS AND CONDITIONS
Please see Attachment F — Anti -Collusion Affidavit and Terms and Conditions.
40
130
4.12.1 SLA CROSS REFERENCE TABLE
Hyperlinks to approach specifics are provided in the table below.
[NPROSUM 41
Th, logy SC�v'iCBS
131
SupportNo. Categories of
Approach?
5.3.1
Administrative/ Reporting
5.1.1
Base
Yes
5.3.1a
Report Generation
Pg 43
Pg 39
5.3.1b
IT Document Catalog Management
5.1.1
Base
Yes
Pg 43
Pg 39
5.1.1
Base
YesPg
5.3.1c
Physical Security
43
Pg 39
5.3.2
Help Desk/ Support Services
5.3.2a
Help Desk Support
5. 44
Base
Yes
Pg
g
5.3.3
Systems Administration / Infrastructure Services
i
ase
5.3.3a
Systems and Server Operation
.3
Yes
Pg
P g 39
Business Application / Database
5.1.3
Base
5.3.3b
Yes
Management
Pg 45
Pg 39
Capacity and Performance
5.1.3
Base
5.3.3c
Yes
Management
Pg 45
Pg 39
.3
Base
5.3.3d
Disaster Recovery
P.
Yes
Pg
g
5.3.4
Voice and Communications
5.
Base
5.3.4a
Email / Messaging / Conferencing
46
Yes
Pg
g
5.1.4
Base or Pool
5.3.4b
Telephone Services
Yes
Pg 46
Pg 39
5.3.5
Network, Cabling, Switching, and Routing
5.1.5
Base
5.3.5a
Network Management
Yes
Pg 47
Pg 39
5.1.5
Base
5.3.51b
Network Security
Yes
Pg 47
Pg 39
5.3.3
Website Technologies Services
5.1.6
Base or Pool
5.3.6a
Web Site Support
Yes
Pg 48
Pg 39
[NPROSUM 41
Th, logy SC�v'iCBS
131
<Page intentionally left blank.>
42
[NPROSUM
Ta e h , . I ogy Se r v i r. es
132
5.1 GENERAL OPERATIONS
.........................................................................................................................................................................................................................................................................................................................................
5.1.1 OPERATIONS / ADMINISTRATION SERVICES (SLA 5.3.1 A, B, C)
Prosum will provide the City with an Engagement Manager or Site Lead who will work closely with the City IT
Manager to ensure that the City's IT needs are met. This person will act as the City IT Manager's single -point -of -
contact for all issues related to Prosum's service delivery, and will be accountable for the continuous
improvement of Prosum services by providing best practice solutions, recommend upgrades and changes, and
closely monitor Prosum's adherence to the City's SLAB.
Prosum utilizes Professional Services Automation (PSA) and Remote Management & Monitoring (RMM) tools to
conduct incident & problem management, event management, request fulfilment and access management. With
these tools, Prosum is able to monitor and measure performance metrics, detect trends or recurring issues,
manage assets, etc. During onboarding, Prosum will work with the City to determine the appropriate reports
needed for proper measurement of SLAB. Much of these reports are already "canned" and available within our
tools. Prosum has access to the raw data and can provide the City with additional reports as needed.
[NPROSUM 43
Technology Ser, ices
133
5.1.2 HELP DESKTOP / SUPPORT SERVICES (SLA 5.3.2 A)
Prosum provides access to a team of customer care technicians between 6am — 6pm PST for standard requests.
After hours, on-call support is also provided to address critical issues as defined below. Any support issue reported
through Prosum's helpdesk number will be assigned a priority level and then assigned to the appropriate resource
for resolution.
Priority levels are assigned to all incidents, both system and user generated. Through the transition period, these
priority levels will be further honed and agreed upon based on business requirements. During coverage hours,
Prosum will categorize problems per the priority levels below:
Priority
-scription
Response
Resolution SLO
P1
CRITICAL
The situation needs immediate attention.
Assign senior resources and
2 hours
This level is reserved for issues having a
begin resolution immediately
critical impact on business operations. This is
the highest priority, directly affecting
Updates are provided every 4
customer's time -sensitive business functions
hours
and/or a majority of users.
P2
HIGH
This level is used for issues with significant
Assign senior resources,
4 hours
impact or time sensitive service requests that
begin resolution within 2
directly affect important administrative
hours
functionality and/or a large number of users.
P3
NORMAL
Default level — does not require expedited
Assign resources and begin
1 week
handling. Does not directly affect core
resolution within 24 hours
business functions or important
administrative functionality, and generally
only affects one or a few users.
P4
LOW
This level is not time sensitive. It has no
Assign resources and begin
2 weeks
immediate impact on business functions or
resolution within 48 hours
administrative functionality.
P5
REQUEST
This type of request has the most time
Scheduled based on resource
N/A
flexibility, and will generally consist of
availability and user needs
requests for new hardware, software, or
upgrades (Move, Add, Changes).
44
[NPROSUM
Ta e h , . I o q V Services
134
S.1.3 SYSTEM ADMINISTRATION / INFRASTRUCTURE SERVICES (SLA 5.3.3 A, B, C, D)
We proactively update and manage all your computers and servers remotely. Prosum also monitors and ensures
the backups occur consistently and successfully. Every aspect of your network is monitored and issues can be
spotted and fixed before they can cause any type of problem.
24X7X365 MONITORING
We monitor your network for slow or failing components and generate notifications when predefined thresholds
are exceeded.
NETWORK ADMINISTRATION
We install and maintain network hardware and software, analyze problems, and monitor networks to ensure their
availability to users. We gather data to evaluate a system's performance, identify user needs, and determine
system and network requirements to maintain system efficiency.
BACK-UP CONFIGURATION AND MONITORING
We ensure that all critical business systems are successfully backed up for restoration in the event of a failure.
Upon request, Prosum will provide a backup appliance that enables off-site backup and storage.
ASSET MANAGEMENT
We conduct comprehensive, accurate, and up-to-date audit and inventory of computers, servers, and mobile
devices on your network.
ANTI-VIRUS/ANTI-MALWARE SECURITY
We provide complete protection from potentially dangerous programs and network attacks to quickly detect,
destroy, and prevent malware. Prosum will deploy a suite of Anti -Virus and Anti-Malware technologies within the
scope of this agreement.
REPORTING & TREND ANALYSIS
From hardware and software inventory to bandwidth usage and server uptime, we provide the information
needed to effectively manage the network infrastructure and respond quickly to audits and other compliance and
regulatory requests.
[NPROSUM 45
Th, logy SC�v'iCBS
135
INCIDENT MANAGEMENT
The objective of incident management is service restoration as quickly as possible. We utilize an escalation
methodology to expedite resolution, while retaining incident ownership.
Tier 4 AArrchitect/Vendor
T
Ticket Escalation
Jw
Tier 3 Tech Expertise
c0tion Root Phase 3:
Ticket Es
Cause Project �►
Analsls Change &
Tier 2 Helpdesk Release
J( Reporting
Ticket Resolution
If
Tier 1 Helpdesk
Ticket Resolution -
Ticketing System
Manual -Trouble Ticket Auto -Trouble Ticket Operational
Generation Generation Change & Release
1
Call Center C -Monitoring Tools
4 4
Alerting Alerting
End-Users/IT Sta� S -ers/Storage/Network
5.1.4 VOICE AND COMMUNICATIONS SERVICES: (SLA 5.3.4 A, B)
EMAIL/MESSAGING/CONFERENCING
Exchange and Lync server support and administration is considered in scope of this engagement as outlined in
section
46
[NPROSUM
Ta ch,al ogy Services
136
5.1.3 System Administration / Infrastructure Services (SLA 5.3.3 a, b, c, d).
TELEPHONE SERVICES
Prosum will support the management of the Lync telephone system, switches, desktop sets, etc. This includes
documentation, software/firmware upgrades, moves/adds/changes, troubleshooting basic problems, etc.
Prosum will maintain ownership of the system and will partner with a third party phone services company to
support advanced issues and major upgrades. Engagement of the outside phone service company is subject to
additional time & materials (T&M) fees.
.........................................................................................................................................................................................................................................................................................................................................
5.1.5 NETWORK, CABLING, SWITCHING, ROUTING & WIRELESS SERVICES: (SLA 5.3.5 A, B)
NETWORK MANAGEMENT
Prosum will maintain the City's network infrastructure as outlined in section
[NPROSUM 47
Th, logy SC�v'iCBS
137
5.1.3 System Administration / Infrastructure Services (SLA 5.3.3 a, b, c, d) This includes management and
troubleshooting of the network devices (routers, switches, wireless access points, etc.), configuration management
and backup, IP addressing, bandwidth management, etc.
Prosum will perform troubleshooting or quick/minor repairs of network cabling. Any multiple cable installations,
new drops and cabling projects would be outside the scope and will utilize the services of a third -party cabling
vendor for an additional fee.
NETWORK SECURITY
Prosum will take proactive steps to secure the City's data from unauthorized external and internal access. This
includes but not limited to:
1. Patching — Prosum will work with the City to come up with a recurring patch maintenance schedule. We
will assume full ownership of patching the City's servers, workstations, and if necessary network device
firmwares.
2. Anti-virus/anti-malware — Prosum will provide the City with comprehensive anti-virus and anti-malware
for all Windows systems. Prosum will monitor and maintain updates and take steps to troubleshoot any
virus or malware detections. This service is included in the City's monthly fees to Prosum at no additional
cost.
3. Firewall policies — Prosum will maintain the City's firewall policies and rules to prevent unauthorized
access to internal systems.
4. Prosum will coordinate third -party testing for vulnerabilities, and remediate any issues reported.
5. Assist the City to document a Security Management plan. Once this plan is in place, Prosum will work to
maintain adherence and make or suggest any necessary updates.
48
ALM
138
5.1.6 WEBSITE TECHNOLOGY SERVICE: (SLA 5.3.6 A)
Prosum will provide the City with limited web site support. Typical activities within this scope of work include:
1. Publishing minor content updates
2. Assisting the City with minor graphics resizing, compressing, changing formats, adding text, etc.
3. Coordinate and provide assistance to third party web developers
4. Maintain the City's SharePoint infrastructure
The following activities are considered out of scope and may incur additional time & materials costs:
1. Web development
2. Graphics design
3. Custom SharePoint development
4. Web host migration
5.2 POOL OF CONSULTING HOURS
See Appendix 1 for rate table.
[NPROSUM
Technology Se,, iC.s
49
139
5.3 SERVICE LEVEL AGREEMENTS
Prosum reserves the right to negotiate ongoing SLA metrics and measurements based on a deeper understanding
of the environment, expectations, and interdependencies established through the transition process.
5.3.1 A. ADMINISTRATIVE / REPORTING DEFINITION
Please review Section 5.1.1 for approach to meeting SLAB.
5.3.1 B. IT DOCUMENT CATALOG MANAGEMENT
Please review Section 5.1.1 for approach to meeting SLAB.
5.3.1 C. PHYSICAL SECURITY
Please review Section 5.1.1 for approach to meeting SLAB.
5.3.2 A. HELP DESK SUPPORT
Please review Section 5.1.2 for approach to meeting SLAB.
5.3.3 A. SYSTEMS AND SERVER OPERATIONS
Please review Section 5.1.3 for approach to meeting SLAB.
5.3.3 B. BUSINESS APPLICATION / DATABASE MANAGEMENT
Please review Section 5.1.3 for approach to meeting SLAs.
5.3.3 C.CAPACITY AND PERFORMANCE MANAGEMENT
Please review Section 5.1.3 for approach to meeting SLAB.
5.3.3 D. DISASTER RECOVERY
Please review Section 5.1.3 for approach to meeting SLAB.
50
ALM
140
5.3.4 A. EMAIL / MESSAGING / CONFERENCING
Please review Section 5.1.4 for approach to meeting SLAB.
5.3.4 B. TELEPHONE SERVICES
Please review Section 5.1.4 for approach to meeting SLAB.
5.3.5 A. NETWORK MANAGEMENT
Please review Section 5.1.5 for approach to meeting SLAB.
5.3.5 B. NETWORK SECURITY
Please review Section 5.1.5 for approach to meeting SLAB.
5.3.6 A. WEB SITE SUPPORT
Please review Section 5.1.6 for approach to meeting SLAs.
[UpRosum 51
141
Proposer Name: Prosum. Inc.
4.9.1 - 1 Base Contract Pricing Chart (Years 1 to 4)
NOTE: Please provide the "Position' title and the "Position Q-1ifications" you require far someone placed in this position.
52
[&PROSUM
142
YEAR 1
YEAR 2
YEAR 3
YEAR 4
Services
Vendor Proposed
Position Qualification
Hours Per
Year
on-site or Remote
Rate Per
Hour
Annual
Cost
Rate Per
Hour
Annual
Cost
Rate Per
Hour
Annual
Cost
Rate Per
Hour
Annual
Cost
General Operations and Administration
IT Manager
please see BIOS in RFP respouse>
416
RemotelOn-Demand
110
$
45,760
113
$
47,133
117
$
48.547
120
5
50,003
Sr. Manager/Sr. Director
26
RemoteuOn-Demand
185
$
4,810
191
$
4,954
196
$
5,103
202
5
5,256
Sub -Total
442
$
50,570
$
52,087
$
53,650
$
55,259
Help Desk and Support
Helpdesk Analyst #I
Tease see BIOs in RFP res
rise:,
2080
Onsite - 5 days
50
$
104,000
52
$
107,120
53
$
110,334
55
S
113,644
Hei desk Analyst #2
416
Onsite - 2 days
50
$
20,800
52
$
21,424
53
$
22,067
55
S
22,729
Su ort Engineer
312
Onsite - 2 days
75
$
23,400
77
$
24,102
80
$
24,825
62
S
25.570
Suti,-Tota!
2608
$
148,200
_
$
152,646
$
157,225
$
161,942
System Administration and Infrastructure
Sr. Engineer
olease see BIOS in RFP res
rise:•
69
Onsite- 1 days
150
$
10,400
155
$
10,712
159
$
11,033
164
$
11,364
Operations Engineer
208
REMOTE
50
$
10,400
52
$
10,712
53
$
11,033
55
$
11,364
Sub}Total
277
$
20,800
$
21,424
$
22,067
$
22,729
Voice and Communications
Sr. Engineer
= lease see BlOs in RFP res
rise:•
69
Onsite - 1 days
150
$
10,400
155
$
10,712
159
$
11,033
164
$
11,364
5
$
$
$
Sub -Total
69
$
10,400
$
10,712
$
11,033
$
11,364
Network, Cabling, Switches, and Routing
Sr. Engineer
Nease see BIOs in RFP response:,
69
Onsite- 1 days
150
$
10,400
155
$
10,712
159
$
11,033
163.90905
$
11,364
5
$
$
$
Sub -Total
69
$
10,400
$
10,712
$
11,033
$
11,354
Web Site I Business Technologies
Support ort Engineer_
olease see BIOS in RFPrespopse,
104
Onsite - 2 days
75
$
7,800
77
$
8,034
80
$
8,275
81.954525
5
8,523
Su2x7otal
104
$
7,800
$
8,034
$
8,275
$
8,523
Optional Categories of Service
5
$
$
$
GIS, Aefial Piclometry and Mapping
WA - not bidding on this
N, -'A - not bidding on this
5
$
$
$
S
$
$
$
Sub -TOW
0
$
-
$
-
$
-
$
-
AudioNisual and Broadcast Technologies
NSA not bidding on this
N. -A. - rot bidding on This
5
$
5
$
$
$
Sub-Toral
0
$
$
$
$
Total
1
7540
$ 248,170
$ 255,615
$ 263,284
$ 271,182
52
[&PROSUM
142
4.9.1 - Transition Pricing Chart
Transition Personnel
Hours
On-site or Remote
Rate per Hour
Total Gast
IT Manager
48
ren-Deniand
110
S
5,288
Operatcns h1:l.nt3.ger
4 1
(Dn-Deniand
175
S
B,400
Sr. Eng neer
Onsite
$
150
S
14,400
Upport Engineer
48
Onsite
75
S
3,600
Helpd,esk Analyst
-4-
Onsite
50
S
12,000
Project Manager
48
Cin -[demand
150
S
7,284
Sufi -total
=
50,880
[NPROSUM
To ch no I agy SO r i c as
53
143
4.9.1 -Consulting Rate Card Pricing Chart
25%'
Passible Positons
Rate per Hour
Atter business hours
rate per hour
On-site or Remote
IT Manager
S
125
$
153
On -Demand
Operations Manager
S
175
$
219
On -Demand
Solutions Architect
S
225
$
281
On -Demand
Sec u rity Arc h itect
S
250
$
313
On -Demand
Sr_ Project Manager
S
175
$
219
On -Demand
Project Manager
S
150
$
188
On -Demand
Data B a se A d m i n i strator
S
175
$
219
On -Demand
Systems Analyst -Business
S
200
$
2.50
On -Demand
System s Anal t -Technical
S
175
$
219
On -Demand
Pro-grammeriAnalyst
S
150
$
188
On -Demand
Network Engineer
S
150
$
188
On -Demand
Systems Engineer
$
150
188
On -Demand
Systems Administrator
$
125
$
156
On -Demand
Support Engineer
S
75
$
94
On -Demand
Help Desk Analyst
S
50
$
63
On -Demand
Help Desk Engineer
$
65
$
81
On -Demand
Lync Engineer
$
175
$
219
On -Demand
Lync Architect
$
225
$
281
On -Demand
NOTE:
Add correct titles under Possible Positions. These are examples }arhich may or may not apply to each Proposer_
Add additional posit ons in Column A for every possible resource available to the City -
Indicate },tihether resource is available rem otelyor},tfoulcl be on-site.
54
[&PROSUM
144
4.9.1 - Summary of Costs
[NPROSUM
To ch no I agy SO r i c as
55
145
Year 1
Year 2
Year 3
Year 4
Teal
Base Contract
$
248-.170
S
256.615
$
263,284
$
271,182
$
1,038,251
Transition
$
50,880
S
-
$
-
$
-
$
50,880
Consulting Pool
$
15,000
$
15,000
$
15,000
$
15,000
$
60,000
Additional
$
-
$
-
$
-
$
-
$
-
Total
$
314,050
$
270,615
$
278®284
$
286,182
$
1,149,131
[NPROSUM
To ch no I agy SO r i c as
55
145
REQUIRED SUBMISSION
Attachment 1— Mandatory Pricing Matrix
SUPPORTING DOCUMENTS
0 Attachment A
— Bank Reference
0 Attachment B
— Dun & Bradstreet Credibility Corp
0 Attachment C
— Prosum 2014 Profit Loss Statement
0 Attachment D
— Certificate of Liability Insurance
0 Attachment E —
Felony Convictions
0 Attachment F —
Anti -Collusion Affidavit and Terms and Conditions
0 Attachment G
— Letter of Reference: Beach Cities Health District
0 Attachment H
— Letter of Reference: City of Hermosa Beach
56
146
Attachment 1
Proposer Name: Prosum, Inc.
4.9.1 - 1 Base Contract Pricing Chart (Years 1 to 4)
NOTE: Please provide the 'Position" title and the "Position Qualifications" you require for someone placed in this position.
Note: Add as many "Position" rows as are necessary to show all statt.
47
YEAR 1
YEAR 2
YEAR 3
YEAR 4
Services
Vendor Proposed
Position Qualifications
Hours Per
Year
On-site or Remote
Rate Per
Hour
Annual
Cost
Rate Per
Hour
Annual
Cost
Rate Per
Hour
Annual
Cost
Rate Per
Hour
Annual
Cost
General Operations and Administration
IT Manager
<please see BIOs in RFP response>
416
Remote/On-Demand
110
$
45,760
113
$
47,133
117
$
48,547
120
$
50,003
Sr. Manager/Sr. Director
26
Remote/On-Demand
185
$
4,810
191
$
4,954
196
$
5,103
202
$
5,256
Sub -Total
442
$
50,570
$
52,087
$
53,650
$
55,259
Help Desk and Support
Helpdesk Analyst #1
<please see BIOs in RFP response>
2080
Onsite - 5 days
50
$
104,000
52
$
107,120
53
$
110,334
55
$
113,644
Helpdesk Analyst #2
416
Onsite - 2 days
50
$
20,800
52
$
21,424
53
$
22,067
55
$
22,729
Support Engineer
312
Onsite - 2 days
75
$
23,400
77
$
24,102
80
$
24,825
82
$
25,570
Sub -Total
2808
$
148,200
$
152,646
$
157,225
$
161,942
System Administration and Infrastructure
Sr. Engineer
<please see BIOs in RFP response>
69
Onsite - 1 days
150
$
10,400
155
$
10,712
159
$
11,033
164
$
11,364
Operations Engineer
208
REMOTE
50
$
10,400
52
$
10,712
53
$
11,033
55
$
11,364
Sub -Total
277
$
20,800
$
21,424
$
22,067
$
22,729
Voice and Communications
Sr. Engineer
<please see BIOs in RFP response>
69
Onsite - 1 days
150
$
10,400
155
$
10,712
159
$
11,033
164
$
11,364
Sub -Total
69
$
10,400
$
10,712
$
11,033
$
11,364
Network, Cabling, Switches, and Routing
Sr. Engineer
<please see BIOs in RFP response>
69
Onsite - 1 days
150
$
10,400
155
$
10,712
159
$
11,033
163.90905
$
11,364
Sub -Total
69
$
10,400
$
10,712
$
11,033
$
11,364
Web Site / Business Technologies
Support Engineer
<please see BIOs in RFP response>
104
Onsite - 2 days
75
$
7,800
77
$
8,034
80
$
8,275
81.954525
$
8,523
$
-
$
-
$
-
$
-
Sub -Total
104
$
7,800
$
8,034
$
8,275
$
8,523
Optional Categories of Service
$
-
$
-
$
-
$
-
GIS, Aerial Pictometry and Mapping
N/A - not bidding on this
N/A - not bidding on this
$
$
$
$
Sub -Total
0
$
$
$
$
Audio/Visual and Broadcast Technologies
N/A not bidding on this
N/A - not bidding on this
$
$
$
$
Sub -Total
0
$
$
$
$
Total
7540
$ 248,170
$ 255,615
$ 263,284
$ 271,182
Note: Add as many "Position" rows as are necessary to show all statt.
47
Attachment 1
4.9.1 - Transition Pricing Chart
Transition Personnel
Hours
On-site or Remote Rate per Hour
Total Cost
IT Manager
48
On -Demand
$
110
$
5,280
Operations Manager
48
On -Demand
$
175
$
8,400
Sr. Engineer
96
Onsite
$
150
$
14,400
Support Engineer
48
Onsite
$
75
$
3,600
Helpdesk Analyst
240
Onsite
$
50
$
12,000
Project Manager
48
On -Demand
$
150
$
7,200
Sub -total
528
$
50,880
Transition Tools Cost
Software
N/A $ -
Sub -total $ -
Hardware
N/A $ -
Sub -total $ -
Other (Specify)
N/A $ -
Sub -total $ -
Total Tranistion Cost
$
50,880
NOTE:
Add as many lines as necessary for all "Transition" personnel (Column A).
Add additional lines to clearly state all costs for equipment, tools, software, etc.(Column A, Transition Tools)
•
Attachment 1
4.9.1 - Consulting Rate Card Pricing Chart
25%
Possible Positons
Rate per Hour
After business hours
rate per hour
On-site or Remote
IT Manager
$
125
$
156
On -Demand
Operations Manager
$
175
$
219
On -Demand
Solutions Architect
$
225
$
281
On -Demand
Security Architect
$
250
$
313
On -Demand
Sr. Project Manager
$
175
$
219
On -Demand
Project Manager
$
150
$
188
On -Demand
Data Base Administrator
$
175
$
219
On -Demand
Systems Analyst - Business
$
200
$
250
On -Demand
Systems Analyst - Technical
$
175
$
219
On -Demand
Programmer/Analyst
$
150
$
188
On -Demand
Network Engineer
$
150
$
188
On -Demand
Systems Engineer
$
150
$
188
On -Demand
Systems Administrator
$
125
$
156
On -Demand
Support Engineer
$
75
$
94
On -Demand
Help Desk Analyst
$
50
$
63
On -Demand
Help Desk Engineer
$
65
$
81
On -Demand
Lync Engineer
$
175
$
219
On -Demand
Lync Architect
$
225
$
281
On -Demand
NOTE:
Add correct titles under Possible Positions. These are examples which may or may not apply to each Proposer.
Add additional positions in Column A for every possible resource available to the City.
Indicate whether resource is available remotely or would be on-site.
On -Demand means depends on the project, escalation, etc
149
150
Attachment 1
4.9.1 - Additional Service Pricing Chart
Additional Services/Projects On-site or Remote One-time Cost Annual Cost
N/A N/A N/A N/A
Assumptions
1) N/A
2)
3)
4)
5)
Note:
Explain each additional service/project.
Include assumptions relative to additional service/project that should be considered.
151
Attachment 1
4.9.1 - Summary of Costs
Hours
Year 1
TOTALS
Year 2
$
Year 3
4,375
Year 4
$
Total
Base Contract
$
248,170
$
255,615
$
263,284
$
271,182
$
1,038,251
Transition
$
50,880
$
-
$
-
$
-
$
50,880
Consulting Pool
$
15,000
$
15,000
$
15,000
$
15,000
$
60,000
Additional
$
-
$
-
$
-
$
-
$
-
Total
$
314,050
$
270,615
$
278,284
$
286,182
$
1,149,131
Hours
Rate
TOTALS
25
$
175 $
4,375
25
$
125 $
3,125
50
$
150 $
7,500
100
$
15,000
152
AMER.ICAN BUSINESS BANK'
February 17, 2(1 If
CIT M C E RANCHO FIALOS VE1RIU S
M940111awhclrna BOUlevard
Ranaho Palos Vardas, CA SI(1275
REI: PRC SI; M, INC.
11ha above named austomar has ma:inwined a banking ralatianship with Americlan
Business siincla 2005. 1lrasum, 11na. is in good standing with the Hank, and has handlac a.11
accounts as aglraad.
Rama feal frea to clonWet me should ) au ragUire ac ditiona information.
Ragards,
AMERICAN BL SINESS BANK
C
Chrisi ciplhar J. Smith
Viae President & Sr. Ralationship Managar
31CI.808.12CI0 310,8CI8.12CI1 870 W.19CIth T., 9uita'C11, Tar rance, CIA J0502vAww.arrEiricanbusinEllsbank.com
Build: 1003 Welcome, Linda
1.800.700.2733 X Sign Out
Selected Company: Prosum Inc.
D -U -N -S M 00-610-8075
Name
Overview
RAVI CHATWANI
Business Summary
Company Name:
PROSUM INC.
D -U -N -S M
00-610-8075
DBA's:
N/A
Address:
2321 Rosecrans Ave Ste 4225
City:
EI Segundo
State:
CA
Zip:
90245
Phone:
3104041545
Principal:
RAVI CHATWANI
Year Started:
1996
Employs:
111 which includes officer(s). 57 employed here.
SIC Code(s):
87480402 Systems engineering consultant, ex. computer or profess
73740000 Data processing and preparation
NAICS Code(s):
518210 Data Processing, Hosting, and Related Services
541690 Other Scientific and Technical Consulting Services
Legal Structure: N/A
1;neriai Fvents
There have been no special events reported to D&B for this company.
History and Operations
Officers and Directors
Current Officers
Name
Title
RAVI CHATWANI
CEO
JOHN PETRI
CFO
KEN ASTER
V PRES
Current Directors
Name
RAVI CHATWANI
JOHN PETRI
KEN ASTER
154
Company History
Provides computer and data processing, and preparation. Provides business consulting services,
specializing in systems engineering.
Has 250 account(s). Terms are cash, check or credit card, on a retainer plus additional billings, Net 10
days, contractual basis, on a fee basis and Net 30 days. Sells to manufacturers, wholesalers, non profit
organizations, retailers, commercial concerns and government. Territory : United States.
Operations
Employees
111 which includes officer(s). 57 employed here.
Facilities
Occupies premises on 4th floor of a multi story steel building.
Location
Central business section on main street.
U.S. Branch
Name Location D -U -N -S #:
PROSUM INC. IRVINE, CALIFORNIA 80-056-8250
U.S. Subsidiary
There are currently no U.S. subsidiaries listed in this company report.
International Branch
There are currently no international branches listed in this company report.
International Subsidiary
There are currently no international subsidiaries listed in this company report.
Payments
Payment Summary
Total Total Dollar Largest High Credit Within
Received Amount Payment summary Terms
Days Slow
31 30-8081-90 90
Top Industries
Misc business credit
4
$3,500
$1,000
100%
0
0
0
0
Data processing svcs
1
$5,000
$5,000
50%
50
0
0
0
Employment agency
1
$5,000
$5,000
50%
50
0
0
0
Misc business service
1
$1,000
$1,000
100%
0
0
0
0
Executive office
1
$1,000
$1,000
100%
0
0
0
0
Misc equipment rental
1
$750
$750
100%
0
0
0
0
Telephone
communictns
1
$750
$750
100%
0
0
0
0
Security broker/deal
1
$500
$500
100%
0
0
0
0
Radiotelephone
commun
1
$250
$250
100%
0
0
0
0
155
Whol computers/softwr
1
$250
$250
100%
0
0
0
0
Nonclassified
1
$250
$250
100%
0
0
0
0
Reg misc coml sector
1
$100
$100
100%
0
0
0
0
Lithographic printing
1
$50
$50
100%
0
0
0
0
Other Categories
Cash experiences
3
$850
$750
6-12 mos
12/2014
Ppt
$1,000
$0
Unknown
2
$800
$750
$50
--
—
1 mo
12/2014
Unfavorable comments
0
$0
$0
1 mo
11/2014
Ppt
$1,000
--
Placed for collections
with D&B:
0
$0
$0
$50
Cash account
6-12 mos
09/2014
Other
0
N/A
$0
1 mo
08/2014
Ppt
$750
$0
Total in D&B'sfile
21
$20,050
$5,000
$750
$0
$0
6-12 mos
05/2014
The highest Now Owes on file is $5,000
The highest Past Due on file is $750
There are 21 payment experience(s) in D&Bs file for the most recent 24 months, with 12 experience(s) reported
during the last three month period.
Payment Details
Total (Last 12 Months): 21
Date a Paying Record High Credit Now Owes Past Due Selling Terms Last sale w/f (Mo. )
01/2015
Plat
$0
$500
$0
1 mo
01/2015
Ppt
$1,000
$0
$0
2-3 mos
01/2015
Ppt
$500
$250
$0 N30
1 mo
01/2015
Ppt
$250
$0
$0 N30
6-12 mos
01/2015
Ppt
$250
$0
$0
4-5 mos
12/2014
Plat
$1,000
$1,000
$0
1 mo
12/2014
Plat
$1,000
$0
$0
6-12 mos
12/2014
Ppt
$1,000
$0
$0
6-12 mos
12/2014
Plat
$50
--
—
1 mo
12/2014
Ppt-Slow 30
$5,000
$5,000
$750
1 mo
11/2014
Ppt
$1,000
--
—
1 mo
11/2014
(012)
$50
Cash account
6-12 mos
09/2014
(013)
$50
1 mo
08/2014
Ppt
$750
$0
$0
6-12 mos
08/2014
(015)
$750
$0
$0
6-12 mos
05/2014
(016)
$750
--
-- Cash account
1 mo
05/2014
(017)
$100
1 mo
05/2014
(018)
$50
— Cash account
1 mo
156
04/2014
Ppt
$750
$100 -- Lease Agreemnt
04/2014
Ppt-Slow 30
$5,000
$0 $0 N30 6-12 mos
02/2014
Ppt
$250
$0 $0 6-12 mos
Payments Detail Key: 0 30 or more days beyond terms
Accounts are sometimes placed for collection even though the existence or amount of the debt is disputed.
Payment experiences reflect how bills are met in relation to the terms granted. In some instances payment beyond
terms can be the result of disputes over merchandise, skipped invoices etc.
Each experience shown is from a separate supplier. Updated trade experiences replace those previously
reported.
Finances
Key Financial Comparisons
157
This Company's Operating Results Year Over Year
Net Sales
NA
NA
NA
Gross Profit
NA
NA
NA
Net Profit
NA
NA
NA
Dividends / Withdrawals
NA
NA
NA
Working Capital
NA
NA
NA
This Company's Assets Year Over Year
Cash
NA
NA
NA
Accounts Receivable
NA
NA
NA
Notes Receivable
NA
NA
NA
Inventories
NA
NA
NA
Other Current
NA
NA
NA
Total Current
NA
NA
NA
Fixed Assets
NA
NA
NA
Other Non Current
NA
NA
NA
Total Assets
NA
NA
NA
This Company's Liabilities Year Over Year
Accounts Payable
NA
NA
NA
Bank Loan
NA
NA
NA
Notes Payable
NA
NA
NA
Other Current
NA
NA
NA
Total Current
NA
NA
NA
Long Term Debt
NA
NA
NA
Defferred Credit
NA
NA
NA
Net Worth
NA
NA
NA
157
Total Liabilities And Net Worth NA NA NA
Balance Sheet
Fiscal Consolidated Statement Dated
We currently do not have any recent financial statement on file for
this business.
Key Business Ratio.
(Industry Median is based on this numberoffirms: )
This Company Industry Industry Quartile
Median
Solvency
Quick Ratio
NA
NA
NA
Current Ratio
NA
NA
NA
Current Liabilities to Net Worth
NA
NA
NA
Current Liabilities to Inventory
NA
NA
NA
Total Current
NA
NA
NA
Fixed Assets to Net Worth
NA
NA
NA
Efficiency
Collection Period
NA
NA
NA
Inventory Turn Over
NA
NA
NA
Sales toNWC
NA
NA
NA
Acct Pay to Sales
NA
NA
NA
Profitability
Return on Sales
NA
NA
NA
Return on Assets
NA
NA
NA
Return on NetWorth
NA
NA
NA
Public Filings
,;I lmmary
This following public filing data includes both open and closed filings found in D&B's database on this company. It is for
informational purposes only and is not the official record. Certified copies can be obtained from the official source.
Record Type Most Recent Filing Date
158
UCC Filing 6 05/05/0011
Government History 1 N/A
Details
Judgements
No judgments have been reported to D&B on this company.
A lien holder can file the same lien in more than one filing. The appearance of multiple liens filed by
the same lien holder against a debtor may be indicative of such an occurance.
Amount:
8235
Status:
Open
Case Number:
10-7245529287
Type State:
State Tax
Filed By:
CA EMPLOYMENT DEVELOPMENT DEPARTMENT
Against:
PROSUM CONSULTING, INC.
Where Filed:
SECRETARY OF STATE/UCC DIVISION,
Filing Number:
SACRAMENTO, CA
Date Status Attained:
Feb 17, 2015
Date Filed:
09/17/10
Latest Info Received:
01/13/11
Suits
No suits have been reported to D&B on this company.
UCC Filings
L
Collateral:
Inventory and proceeds - Assets and proceeds -
Account(s) and proceeds - General intangibles(s) and
proceeds - and OTHERS
Type:
Original
Secured Party:
AMERICAN BUSINESS BANK, LOS ANGELES, CA
Debtor:
PROSUM, INC.
Filing Number:
057028117677
Filed With:
Date Filed:
05/23/05
Latest Info Received:
06/13/05
Original Filing Number:
Original UCC Filed Date:
Collateral:
Inventory and proceeds - Account(s) and proceeds -
Assets and proceeds - General intangibles(s) and
proceeds - and OTHERS
159
Type:
Amendment
Secured Party:
AMERICAN BUSINESS BANK, LOS ANGELES, CA
Debtor:
PROSUM, INC.
Filing Number:
0570393403
Filed With:
0871826022
Date Filed:
08/24/05
Latest Info Received:
09/12/05
Original Filing Number:
057028117677
Original UCC Filed Date:
05/23/05
Collateral:
Type:
Amendment
Secured Party:
AMERICAN BUSINESS BANK, LOS ANGELES, CA
Debtor:
PROSUM CONSULTING, INC.
Filing Number:
0871826022
Filed With:
0570278660
Date Filed:
12/24/08
Latest Info Received:
01/02/09
Original Filing Number:
057028117677
Original UCC Filed Date:
05/23/05
Collateral:
Type:
Continuation
Secured Party:
AMERICAN BUSINESS BANK, LOS ANGELES, CA
Debtor:
PROSUM CONSULTING, INC.
Filing Number:
0972169692
Filed With:
0570278660
Date Filed:
12/15/09
Latest Info Received:
12/16/09
Original Filing Number:
057028117677
Original UCC Filed Date:
05/23/05
Collateral:
Type:
Amendment
Secured Party:
AMERICAN BUSINESS BANK, LOS ANGELES, CA
Debtor:
PROSUM, INC.
Filing Number:
1172673907
Filed With:
0570278660
Date Filed:
04/25/11
Latest Info Received:
05/05/11
Original Filing Number:
057028117677
Original UCC Filed Date:
05/23/05
Collateral:
Type:
Amendment
Secured Party:
GE COMMERCIAL DISTRIBUTION FINANCE
CORPORATION, ST. LOUIS, MO
Debtor:
PROSUM INC.
Filing Number:
0570278660
Filed With:
Date Filed:
05/23/05
Latest Info Received:
05/24/05
Original Filing Number:
0417860698
160
Original UCC Filed Date: 06/21/04
Bankruptcies
No bankruptcies have been reported to D&B on this company.
Government History
Borrower(Dir/Guar):
NO
Administrative Debt:
NO
Contractor:
NO
Grantee:
NO
Party excluded
NO
from federal program(s):
Labor Surplus Area:
YES (2015)
Small Business:
YES (2015)
8(A) Firm:
N/A
Norton
r r
Sym p���j
BBQ
13613 Rating: A+
M
161
PROSUM, INC.
STATEMENT OF INCOME
(UNAUDITED)
December 31,
2014
Revenues earned $ 35,160,218
Cost of revenues earned 24,972,105
Gross profit 10,188,113
Selling, general and administrative expenses 9,601,318
Other income (expense):
Interest income -
Interest (expense) (37,622)
(Loss) on disposal of property and equipment (2,217)
(39,839)
Income before provision for income taxes 546,956
Provision for income taxes 24,431
Net income $ 522,525
162
CERTIFICATE OF LIABILITY INSURANCE DATE(MWODNYYYI
6119/2015 12/10/2014
THIS CERTIFICATE IS ISSUED AS A MATTER OF INFORMATION ONLY AND CONFERS NO RIGHTS UPON THE CERTIFICATE HOLDER. THIS
CERTIFICATE DOES NOT AFFIRMATIVELY OR NEGATIVELY AMEND, EXTEND OR ALTER THE COVERAGE AFFORDED BY THE POLICIES
BELOW. THIS CERTIFICATE OF INSURANCE DOES NOT CONSTITUTE A CONTRACT BETWEEN THE ISSUING INSURER(S), AUTHORIZED
REPRESENTATIVE OR PRODUCER, AND THE CERTIFICATE HOLDER.
IMPORTANT., If the certificate holder is an ADDITIONAL INSURED, the policy(ies) must be endorsed. If SUBROGATION IS WANED, subject to
the terms and conditions of the policy, certain policies may require an endorsement. A statement on this certificate does not confer rights to the
certificate holder in lieu of such endorsement(s).
PRODUCER Lockton Insurance Brokers, LLC
725 S. Figueroa Street, 35th FI.
CA License #OF15767
Los Angeles CA 90017
(213) 6&q -W65
uONTACT
NAME:
No Ext : No:
EFr
INSURERisil AFFORDINGCQnRAGE
INSURER A: OneBeacon America Insurance Company 20621
INSURED Prosum Inc.
1079193 2321 Rosecrans Ave., Ste. 422
EI Segundo CA 90245
INSURER 13: Indian Harbor Insurance Company 36940
RaSURER C : Atlantic S ial Insurance Company 27154
INSURER D:
INSURER E
RF
nn►eeeer_ee 113-PnaTT11I r-1=0TlFlr_ATF W"MaER• 1115fI11R REVISION NUMBER, XXXXXXX
THIS IS TO CERTIFY THAT THE POLICIES OF INSURANCE LISTED BELOW HAVE BEEN ISSUED TO THE INSURED NAMED ABOVE FOR THE POLICY PERIOD
INDICATED. NOTWITHSTANDING ANY REQUIREMENT, TERM OR CONDITION OF ANY CONTRACT OR OTHER DOCUMENT WITH RESPECT TO WHICH THIS
CERTIFICATE MAY BE ISSUED OR MAY PERTAIN, THE INSURANCE AFFORDED BY THE POLICIES DESCRIBED HEREIN IS SUBJECT TO ALL THE TERMS,
EXCLUSIONS AND CONDITIONS OF SUCH POLICIES. LIMITS SHOWN MAY HAVE BEEN REDUCED BY PAID CLAIMS.
LTR
TYPE OF INSURANCE
ADDL
SUEiR
POLICY NUMBER
EFr
IPIOLICY EXP
LIMITS
A
x COMMERCIAL GENERAL LIABILrrY
CLAIMS -MADE � OCCUR
Y
Y
7110082470008
6/19/2014
6/19/2015
EACH OCCURRENCE 3 1,000,000
PD M TOtE RENTED nce 000 000
MED EXP (Any one wn) $ 10,000
PERSONAL & ADV INJURY $ 1,000,000
GEN'L AGGREGATE LIMIT APPLIES PER:
}{ POLICY❑ Ppej F1 LOC
q OTHER
000
GENERAL AGGREGATE $ 1000,000
PRODUCTS -COMP1pPAGG $ 2,000,000
$
A
AUTOMOBILE LIABILITY
X ANY AUTO
ALL OWNED AUTOS
HIRED AVON-g"ED
Y
Y
71 10082470008
6/19/2014
6/19/2015
EaMacdden ED SINGLE LIMIT $ 1 000 000
BODILY INJURY (Per person) $ j�}(XXXXX
BODILY INJURY (Peracadenl $ Xxxxxxx
P OPERdTY DAMAGE $ �rx r
xx
Cam 1Co11 Ded $ 1,000
A
x UMBRELLA LIAB
EXCESS LIAB
x
OCCUR
CLAIMS -MADE
Y
Y
71 10082470008
6119/2014
6/19/2015
EACH OCCURRENCE $ 5 ,000000
AGGREGATE $ 5,000:000
DED I RETENTION $
$ xxxxxxx
C
WORKERS COMPENSATION
AND EMPLOYERS' LIABILITY YIN
ANY PROPRIETORIPARTNEWEXECUTNE
CFFICERIMEMSER EXCLUDED? EE
(Myaendetory in NHI
desQibe under
DESCRIPTION OF OPERATIONS below
NTA
Y
406032131
12/31/2014
1213112.015
X STATUTE DTH•
E.L. EACH ACCIDENT $ 1,0002
E.L. DISEASE - EA EMPLOYEE 1,000,000
E.L. DISEASE- POLICY OMIT 1,000,000
B
Prof Liabikity
Claims Made
N
N
MTP0041336-01
6/1912014
6/1912015
55,000,000 Ea Wrongful Act
$5,000,000 Total Limit
$50,000 Retention
DESCRIPTION OF OPERATIONS 1 LOCATIONS 1 VEHICLES (Attach ACORD 101, AddMonal Remarks Schedule, may he attached it more space is required)
Certificate Holder is named as Additional Insured- Waiver of Subrogation applies-
GEKTII'ILiAIC r1VL.LIEK LnnV GLLf{I TWIN
SHOULD ANY OF THE ABOVE DESCRIBED POLICIES BE CANCELLED BEFORE
THE EXPIRATION DATE THEREOF, NOTICE WILL BE DELIVERED IN
ACCORDANCE WITH THE POLICY PROVISIONS..
AUTHORIZED REPRESENTATIVE
7* -t! (-, I, f- -
ArnRn 951ini&fki1 ®1 M-201"CORD C RPORATION. All rights reserved
The ACORD name and logo are registered marks of ACORD 163
February 17, 2015
City of Rancho Palos Verdes
RE: Prosum RFP
To Whom This May Concern:
This letter is to provide a statement in support of the RFP for Rancho Palos Verdes.
Prosum, established in 1996, is an Information Technology professional services
firm providing responsibility -based engagements and specialty staffing services. We
offer Strategic IT Consulting, ERP, Application Development and Integration, and
Systems and Network Infrastructure services. We serve the needs of our clients by
executing in-house software projects and by providing high quality software
professionals for executing projects at the client sites.
As part of our onboarding practices, we run thorough background checks that go
back to seven years for misdemeanors and indefinitely for any criminal charges.
This is based on the Federal Credit Reporting Act (FCRA), which mandates that nay
negative information cannot be reported after seven years with the exception for
criminal convictions. We would like to confirm that any candidates who would
directly work with our clients have a been convicted of, pled guilty to, or pled nolo
contendere to any felony and the charges would adversely affect their ability to do
their job based on the specific position's requirements; would not be hired in those
roles.
Further, we do not have any employees that would be working in support of this
RFP that have been convicted of, pled guilty to, or pled nolo contendere to any
felony.
Thank you in advance for your consideration and please feel free to contact me at
310-426-0501 should you have any questions.
Si
4.11 Anti -Collusion Affidavit
The undersigned deponent, of lawful age, being duly sworn, upon his oath deposes and
says: That he has lawful authority to execute the within and foregoing proposal; that he
has executed the same by subscribing his name hereto under oath for and on behalf of
said Proposer; that Proposer has not directly or indirectly entered into any agreement,
express or implied, with any Proposer or Proposers, having for its object the controlling
of the price or amount of such proposal or proposals, the limiting of the proposals or
Proposers, the parceling or farming out to any Proposer or Proposers or other persons
of any part of the contract or any part of the subject matter of the proposal or proposals
or of the profits thereof, and that he has not and will not divulge the sealed Proposal to
any person whomsoever, except those having a partnership or other financial interest
with him in said proposal or proposals, until after the said sealed proposal or proposals
are opened.
Deponent further states that the Proposer has not been a party to any collusion among
Proposers in restraint of freedom of competition; by agreement to make a proposal at a
fixed price or to refrain from submitting a proposal; or with any City official or employee
as to quantity, quality, or price in the prospective contract; or in any discussions between
Proposers and any City official concerning exchange of money or other things of value
for special consideration in the letting of a contract; that the Proposer has not paid,
given or donated or agreed to pay, give or donate to any official, officer or employee of
the City directly or indirectly, in the procuring of the award of contract pursuant to this
proposal.
Executed under penalty of perjury on this /9 day of
at 6L s!lnit=� C�
Signed
BY
TITLE C.�d
COMPANY
�r
January 14, 2015
Page 28 of 110
165
4.12 Standard Terms and Conditions Understanding
The successful Proposer will be required to execute the Standard Terms and Conditions
of a contract which are included in Appendix H. Please indicate your firm's willingness
to comply with these requirements or state all proposed modifications to these
requirements. Items not excepted will not later be open to negotiation.
,.XY,�c understands and is willing to comply with the City's
Standard Terms and Conditions which will be contained within the fully executed
contract.
understands and is willing to comply with the City's
Standard Terms and Conditions which will be contained within the fully executed
contract with the following exceptions.
1.
2.
3.
4.
61
Executed under penalty of perjury on this day of
at
January 14, 2015
Signed
Page 29 of 110
166
4§0 F) �_.04 ve4� 8�61�
Hea Dis c Live Well. Health Matters.
A V'WAr AgWxy
February 16, 2015
To the City of Rancho Palos Verdes:
It is my privilege to provide a letter of reference and recommendation for
Prosum Technology Services for their consulting, support methodology, and
commitment to addressing and meeting Beach Cities Health District's
specialized needs.
Beach Cities Health District (BCHD) has utilized Prosum for outsourced
Information Technology support since July of 2007, extending the support
multiple times throughout the engagement. Due to the demands of the
BCHD's staff, we have Prosum support staff on-site to ensure that our
employees receive prioritization of their issues and requests. Additionally,
Prosum has provided BCHD with strategic guidance, advisory and project
implementation services for several critical projects including a complete
network upgrade, hardware refresh and upgrades, relocation of our
Administrative Offices, and the implementation of a disaster recovery solution.
Over the term of BCHD's relationship with Prosum, our staff and leadership
have been very satisfied with the service and support that we receive and would
recommend Prosum services to organizations with similar employee cultures
and business requirements. Prosum has been adaptable to the changes our
organization has made, specifically when we relocated our Administrative
Offices last year. The Prosum team has brought a depth of knowledge that we
could not have had with an internal team.
If you wish further information regarding BCHD's experience and relationship
with Prosum, please feel free to contact me at (310) 374-3426, Ext. 213 or by e-
mail, susan. burden bc_hd, org . Should you opt to select Prosum as your
vendor, I believe you will be pleased with your decision.
With reg -arc s,
All -
Susan M. Burden
Chief Executive Officer
Beach Cities Health District
1200 Del Amo Street, Redondo Beach, CA 90277
Phone: (310) 374-3426 • Fax: (310) 376-4738 • www.bchd.org
167
City of 2iermosa Tcack...)
I, N . 8
- Civic Center, 1315 Valley Drive, Hermosa Beach, California 90254-3885
February 2, 2015
To Whom It May Concern:
I am privileged to provide a letter of reference and recommendation to Prosum Technology Services for
both their consulting and support methodology and their commitment to addressing and meeting our
specialized needs.
The City of Hermosa Beach has utilized Prosum for outsourced Information Technology support since
November of 2005, extending the support multiple times throughout the engagement. Due to the
demands of the City staff, we have Prosum support staff onsite to ensure that our employees receive
prioritization of their issues and requests.
Additionally, Prosum has provided the City with strategic guidance, advisory and project implementation
services for several critical projects including a complete network upgrade, hardware refresh and
upgrades, transition of email services to Office 365, and the implementation of a disaster recovery
solution.
Over the term of our relationship with Prosum, our staff and leadership have been very satisfied with
the service and support that we receive and would recommend Prosum services to organizations with
similar employee cultures and business requirements.
With regards,
Tom Bakaly
City Manager
On March 6th, Prosum participated in a meeting with Dan Landon to obtain further clarification on
services provided and requested accommodations. An email further defining the requested
documentation of clarification was received on March 6th. The following details the specific questions
and their Prosum's response.
Purpose, as defined in the email from Dan Landon:
"The City would like to provide some clarification on the scope of the agreement, and
had some questions that will assist us in making a final decision.
Regarding the scope of services needed, unlike The City of Palos Verdes Estates or
Hermosa Beach, we have an in house IT Manager, so we are not looking for full IT
Managed Environment, rather a hybrid approach that includes the City IT
Manager. The City would handle project management for things like business
system upgrades, contract management, most purchasing as well as both strategic
planning and governance aspects in coordination with the Services Provider. In
addition, the City IT Manager has the capacity to assist with some duties as the
Services Provider staff are either busy or otherwise unavailable. "
QUESTION #i — ALL-INCLUSIVE ENGAGEMENT
"We are looking for an engagement that will be all-inclusive (unless it is for projects
clearly out of scope). A few recent examples of things that have come up are
included below. If you agree, can you please respond with verbiage that would
address this as a more all-inclusive type of agreement (adding exceptions as you feel
appropriate)?"
Scope of Services
Requested
Examples
Prosum Scope of Services
Proposed
0 Ti - Help desk
Printer problems, changing email lists,
Included in scope
staff for day to
adding users, assist with peripherals
day operations
Meeting setups, issue laptops for travel,
mobile device setup
0 Ti - Staff to work
Adding pictures to
Included in scope
on minor
Lync/Exchange/SharePoint
upgrades
Set up controller for new access points and
install the access points (cabling needed)
[NPROSUM 1
Tech nal o®Y Servic as
169
SCOPE OF SERVICES ASSUMPTIONS
1. All work effort to support the current state infrastructure is included.
i. Significant changes to the current state infrastructure will result in an impact assessment to
determine the level of organizational impact, support expectations, and changes to staffing
assumptions resulting from the change. See response to question i below.
QUESTION #i — INCREMENTAL CHANGES
"The City would like to insure that standard incremental changes to the IT
environment are covered. For example, adding several new wireless access points,
supporting a new or changed system, adding a couple of new servers annually or
switching our model of telephone. Can you please provide clarification or wording as
to if or how you can address that? Your answer can include specific quantities,
support hours or percentages of equipment as you see fit."
Growth Area
Configure new/different telephones for
power telephone users
Incremental Growth Required to Maintain Current Services
Q T3 -Staff
Install certificates on Exchange and Lync
Included in scope
available for
Add remote site VPN connection to City
Devices
escalation
Hall
All changes are out of
0 Vendor Escalation
Lync telecommunications
io hours / incident
impact assessment is
Line of Business application issues outside
included in scope
of standard usage (upgrades, outages)
Vendor support
agreements required
SCOPE OF SERVICES ASSUMPTIONS
1. All work effort to support the current state infrastructure is included.
i. Significant changes to the current state infrastructure will result in an impact assessment to
determine the level of organizational impact, support expectations, and changes to staffing
assumptions resulting from the change. See response to question i below.
QUESTION #i — INCREMENTAL CHANGES
"The City would like to insure that standard incremental changes to the IT
environment are covered. For example, adding several new wireless access points,
supporting a new or changed system, adding a couple of new servers annually or
switching our model of telephone. Can you please provide clarification or wording as
to if or how you can address that? Your answer can include specific quantities,
support hours or percentages of equipment as you see fit."
Growth Area
Threshold
Incremental Growth Required to Maintain Current Services
zo%growth annually is
Users
included within the scope
Servers
of services.
Devices
Significant Change Project
All changes are out of
New Service or Application
scope for support until
Change from Current Service or Application
impact assessment is
Additional Supported Department or Business Unit
complete.
N
NPROSUM
170
INCREMENTAL CHANGES ASSUMPTIONS
i. Growth and changes to the environment that are needed to maintain or support services that
are currently in place are included in the support agreement up to a io% degree of change (as
determined by device and/or user count).
i. If growth exceeds io% and is sustained for over go days, Prosum will review impact to pricing
assumptions and SLAB with RPV to determine a course of action.
QUESTION #3 — DOCUMENT MANAGEMENT
"The City would like to insure close access to City related documentation such as
change documentation, process documentation, asset documentation, network
diagrams, password lists, etc. Please address how you either would use City tools or
it is fully acceptable to provide the City access to your tools for managing that
documentation, including your off -boarding procedures."
Repository
Purpose
City Access
AutoTask
Professional Services Automation
A login to our secure Client Access Portal
(PSA) tool which includes our service
website to submit tickets, monitor ticket
desk tools (ticketing), change
status, run reports, etc.
management, project management,
Weekly or monthly ticket reports. This can be
scheduling, etc.
provided in raw format (CSV file or similar).
SharePoint
Store client documentation such as
Will primarily utilize the City's SharePoint site
network diagrams, as -built
to store all such information, and will make a
documentation, project plans, etc.
copy of the relevant documents to Prosum's
SharePoint as needed.
SecretServer
Encrypted enterprise password
Prosum will provide the City IT Manager with
management server for storage of
access to view the City's password list. Upon
sensitive information such as
request, Prosum can export the City's
passwords.
password list, store it in an encrypted file, and
provide it to the City IT Manager.
Will defer to City asset management process and tool.
Asset
Management
DOCUMENT MANAGEMENT ASSUMPTIONS
We utilize our systems, tools, & processes when:
1. It meets our customers' requirements & expectations
i. It allows for repeatable, standardized outcomes
�:I. It provides improved productivity
N PRO,SUM 3
171
We utilize custom or specialized systems, tools, & processes when:
1. Customer requirements exceed capabilities of Prosum standards
2. Isolation of information is necessary
3. Productivity & customer satisfaction can be maintained
QUESTION #4 — COST OF SERVICE REALIGNMENT
"Please review the proposal cost to see if there is any room for reducing the overall
proposal. Suggestions are to review the amount of time you are allocating to staff
assigned to the City for assistance with your help desk, projects that are not trouble
tickets you can offload to remote support, and we would be open to modifications of
"2 people onsite at all times" in subsequent years, supplementing that with remote
support if the change is properly analyzed. "
PRICE ADJUSTMENTS
After clarifying discussions, Prosum was able to modify the assumptions and overall pricing that
resulted in a reduction of roughly 25% over the term of the agreement (see table and assumptions
below).
Description
Year 1
Year 2
Year 3
Year 4
TOTALS
Base Contract
$185,705
$191,276
$197,014
$202,925
$776,920
Transition
$50,880
-
-
-
$50,880
Consulting Pool
$12,500
$12,500
$12,500
$12,500
$50,000
Additional
Services
_
TOTALS
$249,085
$203,776
$209,514
$215,425
$877,800
Original
$314,050
$270,615
$278,284
$286,182
$1,149,131
Reduction
$64,965
$66,839
$68,770
$70,757
$271,331
4
[NPROSUM
172
.........................................................................................................................................................................................................................................................................................................................................
PRICING ASSUMPTIONS
We reserve the right to revisit these assumptions after the completion of the transition period.
1) Reduction in onsite personnel work effort to support RPV will be no more than 75% of their
total working hours for both the assigned onsite resources.
2) Reduction in Site Lead/IT Management work effort by 50% with understanding that the City IT
Manager will absorb most decision and direction tasks.
[UPROSUM
T— h,.I.gy Services
173
CITY OF RANCHO PALOS VERDES, CALIFORNIA
REQUEST FOR PROPOSALS
FOR
OUTSOURCING SOLICITATION
FOR IT SERVICES AND SUPPORT
Issue Date
January 14, 2015
Response Due Date and Time
February 20, 2015, 4:00 PM
THIS PAGE IS LEFT INTENTIONALLY BLANK
2
3
4
5
TABLE OF CONTENTS
OVERVIEW....................................................................................................................
1.1 Purpose..................................................................................................................
1.2 RFP Schedule........................................................................................................
1.3 RFP Coordinator....................................................................................................
1.4 Assistance to Proposers with Disabilities...............................................................
1.5 Nondiscrimination...................................................................................................
1.6 Proposal Preparation Costs...................................................................................
1.7 RFP Amendment and Cancellation........................................................................
1.8 Questions Pertaining to the RFP............................................................................
1.9 Letter of Intent to Propose......................................................................................
1.10 Proposal Deadline..................................................................................................
1.11 Proposal Submittal.................................................................................................
THE CITY OF RANCHO PALOS VERDES....................................................................
2.1 Information Technology Outsourcing Objectives ...................................................
2.2 Contract Length......................................................................................................
2.3 City Departments and Responsibilities...................................................................
2.4 Information Technology Program...........................................................................
2.4.1 Background / Overview..................................................................................
2.4.2 Current Activities and Future Projects............................................................
2.4.3 Solicitation......................................................................................................
2.4.4 Hours of Operations.......................................................................................
2.4.5 Categories of Support Services......................................................................
2.4.6 Support Services High-level Overview: ..........................................................
2.5 City Facility Locations.............................................................................................
PROPOSAL EVALUATION............................................................................................
PROPOSAL SUBMISSION............................................................................................
4.1 General Instructions...............................................................................................
4.2 Format....................................................................................................................
4.3 Proposal Transmittal Letter....................................................................................
4.4 Technical Proposal.................................................................................................
4.5 Qualifications..........................................................................................................
4.6 Experience / Capabilities........................................................................................
4.7 Approach................................................................................................................
4.8 Transition................................................................................................................
4.9 Pricing....................................................................................................................
4.10 Special Forms........................................................................................................
4.11 Anti -Collusion Affidavit...........................................................................................
4.12 Standard Terms and Conditions Understanding....................................................
4.12.1 SLA Cross Reference Table...........................................................................
STATEMENT OF WORK AND SERVICE LEVEL AGREEMENTS (SLA) .....................
5.1 General Operations................................................................................................
5.1.1 Operations / Administration Services (SLA 5.3.1 a, b, c) ...............................
5.1.2 Help Desktop / Support Services (SLA 5.3.2 a) .............................................
5.1.3 System Administration / Infrastructure Services (SLA 5.3.3 a, b, c, d) ..........
5.1.4 Voice and Communications Services: (SLA 5.3.4 a, b) .................................
5.1.5 Network, Cabling, Switching, Routing & Wireless Services: (SLA 5.3.5 a, b)
5.1.6 Website Technology Service: (SLA 5.3.6 a) ...................................................
5.2 Pool of Consulting Hours........................................................................................
5.3 Service Level Agreements.....................................................................................
5.3.1 a. Administrative / Reporting..........................................................................
5.3.1 b. IT Document Catalog Management...........................................................
5.3.1 c. Physical Security........................................................................................
5.3.2 a. Help Desk Support.....................................................................................
5.3.3 a. Systems and Server Operations................................................................
.3
.3
.3
.4
.4
.4
.4
.5
.5
.5
.5
.6
.7
.7
.8
.8
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5.3.3 b. Business Application / Database Management............................................................
5.3.3 c. Capacity and Performance Management.....................................................................
5.3.3 c. Disaster Recovery........................................................................................................
5.3.4 a. Email / Messaging / Conferencing................................................................................
5.3.4 b. Telephone Services......................................................................................................
5.3.5 a. Network Management..................................................................................................
5.3.5 b. Network Security..........................................................................................................
5.3.6 a. Web Site Support.........................................................................................................
6 ADMINISTRATIVE ELEMENTS.......................................................................................................
6.1 Collusion...................................................................................................................................
6.2 Gratuities..................................................................................................................................
6.3 Required Review and Waiver of Objections by Proposers......................................................
6.4 Proposal Withdrawal................................................................................................................
6.5 Proposal Errors........................................................................................................................
6.6 Incorrect Proposal Information.................................................................................................
6.7 Prohibition of Proposer Terms and Conditions........................................................................
6.8 Assignment and Subcontracting...............................................................................................
6.9 Right to Refuse Personnel.......................................................................................................
6.10 Proposal of Alternate Services.................................................................................................
6.11 Proposal of Additional Services................................................................................................
6.12 Licensure..................................................................................................................................
6.13 Conflict of Interest and Proposal Restrictions..........................................................................
6.14 Right of Rejection.....................................................................................................................
6.15 Disclosure of Proposal Contents..............................................................................................
6.16 Proprietary Information.............................................................................................................
6.17 Severability...............................................................................................................................
6.18 RFP and Proposal Incorporated into Final Contract.................................................................
6.19 Proposal Amendment...............................................................................................................
6.20 Consultant Participation...........................................................................................................
6.21 Rights of the City......................................................................................................................
AppendixA Network Diagrams............................................................................................................
AppendixB Servers.............................................................................................................................
Appendix C Printer, Copiers, Peripherals Inventory.............................................................................
Appendix D Personal Computers.........................................................................................................
Appendix E Business Applications Inventory/Web Services...............................................................
Appendix F Detailed Software Inventory.............................................................................................
Appendix G Current and Projected IT Projects....................................................................................
Appendix H Standard Terms and Conditions.......................................................................................
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OVERVIEW
1.1 Purpose
The City of Rancho Palos Verdes (City) currently outsources the maintenance and
support of its technology infrastructure as well as other information technology services
to an information technology services company. The contract covering these services is
set to expire on June 30, 2015.
The purpose of this Request for Proposal (RFP) is to describe the City's current
technical environment and upcoming plans. Establish minimum requirements for
ongoing support, solicit proposals for ongoing support from service providers, and gain
adequate information from potential service providers so that the City may evaluate the
services offered in order to choose the respondent that most closely match the City's
requirements at the best possible cost.
The City intends to select a company (Proposer) to provide full-service Information
Technology (IT) facility management services in order to maintain and support its
technology infrastructure based on the responses to this RFP. The City is open to
Proposers providing all of the identified services or responding to specific options.
The City recognizes that technology services may be accomplished in a variety of ways.
This RFP contains the scope of work requirements that the selected Services Proposer
must meet, or exceed, including general contractual requirements mandated by the City.
Any specifications and processes delineated in this RFP reflect the current environment
and are not intended to limit Proposers in developing and proposing their own solution in
meeting or exceeding the requirements of this bid. However, all Proposers must explain
thoroughly how their proposal meets or exceeds the service expectations specified in
the RFP so that the evaluation committee can understand the specific advantages to
each proposal
1.2 RFP Schedule
Table 1, RFP Schedule of Events, represents the City's best estimate of the schedule to
be followed. Unless otherwise specified, the time of day for the following events will be
between 8:00 a.m. and 5:00 p.m., Pacific Time.
The City reserves the right, at its sole discretion, to adjust this schedule as deemed
necessary. Notification of any adjustment to the RFP Schedule of Events will be
provided to all Proposers that submitted a Letter of Intent to Propose (Section 1.9).
January 14, 2015
Page 3 of 110
RFP EVENT
DA
1
City Issues RFP
January 14, 2015
2
Deadline for Proposers With a Disability to Make Request
January 23, 2015
3
Deadline for Letter of Intent to Propose
January 28, 2015
4
Deadline for Written Questions and Comments
January 30, 2015
5
City Issues Responses to Written Questions /Comments
February 6, 2015
6
Deadline for Submitting a Proposal (4:00 PM)
February 20, 2015
7
City Completes Technical and Pricing Evaluations
March 3 - 4, 2015
8
City Conducts Optional Oral interviews
March 5 - 6, 2015
9
Recommendations presented to City Council
March 17, 2015
January 14, 2015
Page 3 of 110
Table 1 - RFP Schedule of Events
1.3 RFP Coordinator
All communication relative to this RFP must be directed to the RFP Coordinator.
Unauthorized contact regarding this RFP with other City staff may result in
disqualification. The RFP Coordinator will be the sole point of contact for this RFP.
Carla Morreale - City Clerk
30940 Hawthorne Blvd.
Rancho Palos Verdes, CA 90275
cityclerkC@rpv.com
www.rpv.com
P (310) 544-5208 F (310) 544-5291
1.4 Assistance to Proposers with Disabilities
Proposers with disabilities may receive accommodations regarding the means of
communicating this RFP and participating in this procurement process. Proposers with
disabilities should contact the RFP Coordinator to request reasonable accommodations
no later than the deadline for accommodation requests detailed in Table 1, RFP
Schedule of Events.
1.5 Nondiscrimination
No person will be excluded from participation in, be denied benefits of, be discriminated
against in the admission or access to, or be discriminated against in treatment or
employment in the City's contracted programs or activities on the grounds of disability,
age, race, color, religion, sex, national origin, or any other classification protected by
Federal or California State Constitutional or statutory law; nor will they be excluded from
participation in, be denied benefits of, or be otherwise subjected to discrimination in the
performance of contracts with the City or in the employment practices of the City's
contractors. Accordingly, all Proposers entering into contracts with the City will, upon
request, be required to show proof of such nondiscrimination and to post in conspicuous
places, available to all employees and applicants, notices of nondiscrimination.
1.6 Proposal Preparation Costs
The City will not pay any costs associated with the preparation, submittal, or
presentation of any proposal.
January 14, 2015
Page 4 of 110
RFP EVENT
DA
10
Contract Negotiations
March 18 - April 24
11
Award of Bid and Contract Signing
April 27, 2015
12
Contract Start Date
May 15, 2015
13
Start of Transition (2 weeks after Contract Date)
June 1, 2015
14
Formal Proposer Go -Live
July 2015
Table 1 - RFP Schedule of Events
1.3 RFP Coordinator
All communication relative to this RFP must be directed to the RFP Coordinator.
Unauthorized contact regarding this RFP with other City staff may result in
disqualification. The RFP Coordinator will be the sole point of contact for this RFP.
Carla Morreale - City Clerk
30940 Hawthorne Blvd.
Rancho Palos Verdes, CA 90275
cityclerkC@rpv.com
www.rpv.com
P (310) 544-5208 F (310) 544-5291
1.4 Assistance to Proposers with Disabilities
Proposers with disabilities may receive accommodations regarding the means of
communicating this RFP and participating in this procurement process. Proposers with
disabilities should contact the RFP Coordinator to request reasonable accommodations
no later than the deadline for accommodation requests detailed in Table 1, RFP
Schedule of Events.
1.5 Nondiscrimination
No person will be excluded from participation in, be denied benefits of, be discriminated
against in the admission or access to, or be discriminated against in treatment or
employment in the City's contracted programs or activities on the grounds of disability,
age, race, color, religion, sex, national origin, or any other classification protected by
Federal or California State Constitutional or statutory law; nor will they be excluded from
participation in, be denied benefits of, or be otherwise subjected to discrimination in the
performance of contracts with the City or in the employment practices of the City's
contractors. Accordingly, all Proposers entering into contracts with the City will, upon
request, be required to show proof of such nondiscrimination and to post in conspicuous
places, available to all employees and applicants, notices of nondiscrimination.
1.6 Proposal Preparation Costs
The City will not pay any costs associated with the preparation, submittal, or
presentation of any proposal.
January 14, 2015
Page 4 of 110
1.7 RFP Amendment and Cancellation
The City reserves the unilateral right to amend this RFP in writing at any time. The City
also reserves the right to cancel or reissue the RFP at its sole discretion. If an
amendment is issued, it will be provided to all Proposers submitting a Letter of Intent to
Propose in compliance with Section 1.9 of this document. Proposers will respond based
on the final written RFP and all exhibits, attachments, and amendments.
1.8 Questions Pertaining to the RFP
Specific questions concerning the RFP should be submitted via e-mail to the RFP
Coordinator (Section 1.3) according to the deadline outlined in the RFP schedule
(Section 1.2) so that the City may prepare responses. Questions must reference the
specific RFP Section and Page Number. Copies of all written questions and the City's
responses will be emailed to all Proposers submitting a Letter of Intent to Propose.
(Section 1.9)
1.9 Letter of Intent to Propose
A letter indicating a Proposer's intent to respond to this RFP with a proposal must be
sent to the RFP Coordinator (Section 1.3) no later than the Letter of Intent to Propose
deadline date detailed in Table 1, RFP Schedule of Events.
Letters of Intent to Propose may be delivered by email to cityclerkCc)-rpv.com. Proposers
may withdraw their Letter of Intent to Propose at any time before the deadline for
submitting a proposal.
The following information should be included in the Letter of Intent to Propose:
■ Proposer Vendor Name
■ Name, Title, and Email Address of Proposer Main Contact
■ Address, Telephone Number (Cell / Office) of Proposer Main Contact
■ Signed Statement of Intent to Propose by authorized officer
Submittal of a Letter of Intent to Propose, by the specified deadline, is required to
ensure a Proposer's receipt of RFP amendments and other communications regarding
the RFP.
1.10 Proposal Deadline
Proposals will be submitted no later than the Proposal Deadline time and date detailed
in Table 1, RFP Schedule of Events (Note: It is the City's recommendation that the
delivery method chosen require receipt confirmation).
Proposers will respond to the RFP and any exhibits, attachments, or amendments. A
Proposer's failure to submit a proposal as required before the deadline will cause the
proposal to be disqualified.
Proposers assume the risk of the method of delivery chosen. The City assumes no
responsibility for delays caused by any delivery service.
Proposals may not be delivered orally, by facsimile transmission, by email, or by other
telecommunication or electronic means.
January 14, 2015
Page 5 of 110
1.11 Proposal Submittal
Proposers must submit one (1) original, signed Master, six (6) hard copies, and one (1)
electronic copy on CD or memory stick in a sealed package. Proposals must be
prepared on standard 8 1/2" x 11", on two-sided paper. The package should be clearly
labeled:
■ ATTENTION: CITY MANAGER
■ PROPOSAL FOR OUTSOURCING SOLICITATION — IT SERVICES AND
SUPPORT
■ NAME OF PROPOSER
■ PROPOSER'S ADDRESS
■ PROPOSER'S CONTACT PERSON
■ PROPOSER'S TELEPHONE NUMBER
■ PROPOSER'S EMAIL
The proposal may be mailed, couriered, or hand delivered to:
City of Rancho Palos Verdes
City Clerk's Office — IT Services RFP Solicitation
30940 Hawthorne Blvd.
Rancho Palos Verdes, CA 90275
All proposals must be received by the City Clerk's Office of Rancho Palos Verdes by the
date and time shown in Table 1, RFP Schedule of Events. Proposals received after this
time and date will be returned unopened. Postmarks will not be accepted as proof of
receipt.
January 14, 2015
Page 6 of 110
2 THE CITY OF RANCHO PALOS VERDES
The City of Rancho Palos Verdes is a City in Los Angeles County, California, with a
population of 41,643, incorporated on September 7, 1973. The City has a "semi -rural"
environment which has guided many decisions and the overall rural ambience of the
community over the years. Rancho Palos Verdes is still an oasis connected yet
separated from the modern City life in the surrounding Los Angeles communities.
Rancho Palos Verdes is an affluent suburb sitting atop the Palos Verdes Hills and bluffs
of the Palos Verdes Peninsula, it is known for large tracts of open space and expansive
views of the Pacific Ocean. The City's most notable geographic features in her 13.5
square miles are the Palos Verdes Hills and cliffs, with grand vistas of the Pacific Ocean
and of Santa Catalina Island.
As outlined in the City's Municipal Code, the City council hires a City Manager to
manage the day-to-day operation of the City and its staff. Department heads are
appointed by the City Manager. The City Council appoints members of the City
Commissions.
The City's departments include the Administration, Finance, Recreation and Parks,
Community Development, and Public Works. The City Attorney is contracted with
Richards, Watson and Gershon. Public Safety at the City is provided through
agreements with L.A. County Sheriff, L.A. County Fire and L.A. County Animal Control.
2.1 Information Technology Outsourcing Objectives
Through this RFP, the City is striving to create an IT outsourcing relationship(s) which
will:
■ Provide the best value possible for the work being performed;
■ Offer key vendor support of the technologies in place at the City;
■ Meet Residents', City Council and Staff business technology needs by
maintaining technology that is up to date, secure, efficient and productive;
■ Deliver enhanced services focusing on best practices methodology,
■ Maintain or improve policies and standards defined by the City;
■ Maximize the return on City information technology investments;
■ Optimize IT systems, applications, across the City platforms;
■ Provide access to value-added resources;
■ Assist in planning for future IT infrastructure and services to meet the City's
changing business needs;
■ Implement new agreement(s) with a transition plan(s) that ensure minimal
disruption to City operations;
■ Allow for open communications between selected service provider(s), City IT
Manager, leadership and departments.
An important part of the City's overall IT service delivery model is the conscious
alignment of services with organizational business needs, strategies and objectives.
This alignment is achieved through the City's Technology Steering Committee (TSC). The
TSC provides technology directional leadership, contributes to IT strategy decisions, and
recommends additions and modifications to the systems and outsourcing contracts in
order to respond to evolving service delivery requirements.
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2.2 Contract Length
The City intends to enter into a contract with an initial four (4) year effective period of
July 1, 2015 through June 30, 2019.
The City reserves the right to extend this contract for additional period(s) of time, with a
total contract term of no more than six (6) years including two (2), one (1) year
extensions. An extension of the term of this Contract will be executed through an
amendment to the Contract.
2.3 City Departments and Responsibilities
The City organizational chart below (Table 2) depicts the City functional structure by
programs and their areas of responsibilities.
CITY ORGANIZATIONAL CHART
voth Department Responsih ilities
ADMINISTRATION
Community Outreach
RPVN
City Clerk
Personnel
Information Technology
Public Safely
Public Safety Grants
Emergency Preparedness
Employee Benefits
FINANCE
Budget
Finance
Equipment Replacement
CITY
PUBLIC WORKS
'storm Water Qua lily
iwilding Maintenance
'arks, Trails &Open Space Maint
'ewer Maintenance
e a ulifi c ati on
:apitaI Improvement Projects
iwilding Replacement
'street M airtenance
972 Act Landscape & Lighting
!I Prado Lighting District
:onnmunfly Develop Block Grant
911 Act Street Lighting District
Vaste Reduction
irQuality Management
'mposition C Transportation
'reposition A Transit
I easure R Transportation
'.uoregion 1 Open Space Maint
I assure A Parks Mail mprov
balene Cove Sewer District
insburg Cultural Arts Building
ionor Restricted Contributions
ikevvaylPedestrian I rrprovements
Dater Q ualftyf Flood Protection
'chicle Fleet M aintenance
Table 2 - City Organizational Chart
COMMUNITY DEVELOPMENT
fanning
iuilding & Safety
;ode Enforcement
'iew Restoration
latural Community Cnsry Plan
eology
nimal Control
labitat Restoration
I uimby Development Impact
foortlable Housing
Invironmental Excise Ta.
RECREATION
Recreation Facilities
Recreation Special Events
Pt Vicente Interpretive Center
The following content highlights each department's operational functions, technology
used, IT services required and potential future IT services.
City Council - The City Council provides policy direction for the City of Rancho Palos
Verdes and enacts all municipal legislation. The City Council serves in a quasi-judicial role
on certain administrative appeals. The City Manager then provides appropriate direction to
staff City.
Function - City Council members do not have direct access to City technology hardware -
i.e. they are not issued a PC, laptop or blackberry nor do they as a practice operate such
January 14, 2015
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City -owned machines while at City Hall, but they are issued City email addresses that may or
may not be forwarded to a personal email address. There is minimal interface with IT
operations, but they sometimes have technical questions that IT assists with related to the
devices they use to access email or questions related to website content. The City Council
receives clerical support from the administrative staff assigned to the City Manager's office,
which includes responding to resident questions, scheduling meetings and preparing
correspondence.
City Manager / Administration — The City Manager's office includes the City Clerk, Human
Resources (HR), Information Technology and Emergency Operations and RPVty television
station divisions. The department provides oversight for the day to day operations at the City
according to the City Council's direction and reviews the performance of other City
departments, responds to resident inquiries about City activities, and provides insight and
direction as required. The IT Manager plans strategic and short term direction, oversees
technology purchases, provides oversight of the Outsourced IT Support Services
contract(s) and participates in the day to day direction of IT Services
Staff Count: 11 Full Time
General Function - The City Manager's office receives all of its technical support from the IT
Department Support Services including Help Desk support, PC maintenance, peripheral
equipment assistance, backup of critical data, training, etc. Common programs used by staff
in the performance of their duties include the MS Office 2013 Suite, and standard City
applications.
Other than IT Department maintained PCs, telephones, scanning, and printing devices,
there is no hardware dedicated to the City Manager's office. The department's technical
infrastructure needs are supported by the IT Department through its administration of
network devices and common servers stored in equipment closets and the City data center.
The council meetings are off site at Hess Park and all necessary audio / visual equipment
for the council meetings require setup at this facility for meetings that may occur during or
after hours.
Specialized technologies used and future consideration for the City Manager office include:
HR Function / Future - All Human Resource activities are conducted out of this office for
employee management for the City. The HR department uses a Software as a Service
(SaaS) hosted ADP Payroll system for the processing of new hires and for benefit
enrollment. HR manages the City Access Control and Badging System that occasionally
requires IT assistance. The HR hiring and onboarding processes are currently primarily
manual and they are interested automating their daily processes with electronic automaton
and workflows where possible in the future.
City Clerk Function / Future - The City Clerk department manages the City's use of
Laserfiche and oversight of the City Council / Commission meeting agendas and minutes.
Laserfiche is the City document management solution for Records Management with
support via the VAR. The City Clerk staff manually generates the City Council Meeting
agendas and minutes for distribution using Microsoft Word. At the time of this writing,
Council meetings are broadcast live via the proprietary system developed by the current IT
Services Provider, but the City has entered into an agreement with Granicus and is expected
to be live with Granicus by the time this solicitation is complete. Meeting day and evening
support may be required to assure a successful video stream via the City website, and the
cable television station broadcast. In the future, the Clerk area maybe interested in
automation of the City Council agenda preparation and electronic Public Records Act
requests from the internet for the public.
RPVty Television Station Function / Future — A local television broadcast channel, run
exclusively by contracted support staff receives much of their standard IT support from IT
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Support Services. Specialty support related to station operations and program filming and
editing are not a component of this services contract, but PC support, telephones, server
and network systems and standard software including Adobe products are supported by the
IT Support Provider. Television station staff typically provides their own Audio Visual support
but are sometimes assisted by IT support services which could include assistance with
internet streaming system equipment or liaison with broadcast equipment and software
specialists.
Information Technology Function / Future - Please refer to Section 2.4
Community Development - Includes the City's planning, zoning, code enforcement, and
building inspection divisions. The department prepares the City's General Plan, reviews and
approves resident requests for zone changes, new construction and remodels. They ensure
the orderly physical development of the community by upholding the goals and policies of
the City's General Plan. The Department also Staffs the Planning Commission and City Hall
cashier services.
Staff Count: 19 Full Time
Function - Community Development receives all technical support from the IT Support
Services including Help Desk support, PC maintenance, backup of critical data, training, etc.
Common programs used by staff in the performance of their duties include the MS Office 2013
Suite, Adobe products, Tidemark Permitting system and other standard City applications.
Specialized technologies used by Community Development include Tidemark (Accela) for
Permitting, Code Enforcement and Inspections. (Tidemark is slated for replacement possibly
mid to late 2015.) Staff heavily use the City's website for public information updates as well as
GIS internally and to service the public. Community Development also manages Planning
Commissions meetings that are recorded and broadcast to the public using a process
similar to the City Council meetings with the same equipment and after hours support
requirements.
There is no Community Development specific hardware other than dedicated PCs,
printers, telephones, cell phones and scanners located within department offices.
Common applications, specialized technologies, and the department's technical
infrastructure needs are supported by the IT Department through its administration of
network devices and common servers stored in equipment closets and the data center.
Future — The Tidemark system is end of life and is slated for replacement as phase 2 of the
Tyler Munis implementation. The department anticipates the use of mobile technology, on
line business opportunities for the public and integrated enterprise systems for sharing of
data in the future. The department anticipates expanded use of GIS as well.
Recreation and Parks - Manages the City's recreation programs, maintains City parks
space and is responsible for coordinating a comprehensive trail, park system, a museum on
local history and numerous community activities. The Recreation and Parks Department
manages five programs: Administration, Recreational Facilities, Special Events, Point
Vicente Interpretive Center (PVIC), and the REACH program.
Staff Count: 8 Full Time and 35 Part Time
Function - The department receives its technical support from IT Support Services
including Help Desk support, PC maintenance, backup of critical data, training, etc.
Common programs used by staff in the performance of their day to day duties include
the MS Office 2013 Suite, Laserfiche, ADP time and attendance (heavily used due to the
large number of part time staff), Adobe products, In -Design, and the City's internet site
for exchange of information with citizens.
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The primary business application used is the Active.net (Class) recreation software to manage
City classes and facility reservations. This system is a SaaS system hosted by the vendor. The
department provides the initial point of contact with the vendor for support and involves the
IT Services Provider as needed for support of this system. In addition, the department uses
Cougar Mountain, Denali for the PVIC POS in the gift shop which include a cash register,
credit card processing system and inventory control. One park site currently has an
electronic payment system that accepts cash and credit cards and a Sentry System for park
gate entry services and is primarily supported by the vendor but occasionally with IT Service
Provider assistance.
The department requires support for the standard supporting infrastructure, its local PCs,
telephones, printers, scanners and the dedicated hardware for the PVIC POS and credit card
scanners. Several park sites also have equipment such as projectors, audio systems
and other equipment as outlined in the peripheral list Appendix C. Common
applications, specialized technologies, and the department's technical infrastructure are
supported by the IT Support Provider through its administration of network devices and
common servers stored in equipment closets and data center.
Future - The department is interested in providing enhanced services to the community and
may add the following services: security cameras and wireless at parks, use of QR -Codes
and mobile apps to communicate with public, providing staff mobile technology, video
stream of City beaches or trails, and automated signage for park information such as hiking
trails, whale watching, beach conditions, etc.
Finance - Oversees the City financial activities (General Ledger, Accounts Payable, and
Accounts Receivable), purchasing, bank reconciliations, payroll, budgeting, licensing,
investments, and fixed assets. The department provides all internal and external financial
reporting for the City and administration of a wide variety of other programs relating to fiscal
activities.
Staff Count: 9 Full Time
Function — Other than hardware support for the AS400 (which runs the current
Sungard/Naviline Financial system) and vendor support for other systems, the department
receives all of its technical support from the IT Support Provider including Help Desk
support, PC maintenance, backup of critical data, training, etc. Common
programs/equipment used by staff in the performance of their duties includes the MS Office
2013 Suite, the City's internet and intranet site (for informational updates), desktop scanners
and mail service devices.
Finance currently uses an on premise Sungard / Naviline for core financials and business
licensing, MS Access for budgeting, a SaaS vendor hosted ADP system for payroll, secure
on-line banking and numerous exports of data for credit card payments, third party reporting
and transfer of information. The City is moving forward with the acquisition and
implementation of Tyler Munis for City financials. (Tyler will be a hosted solution when
implemented.)
In addition to IT Service Provider supported PC's, telephones, scanners and printers, there
are specialized technologies such as a legacy False Alarm System, and credit card payment
devices used in Finance. There are servers dedicated to Finance and are maintained in the
data center.
The department's technical infrastructure is supported by the IT Department through its
administration of network devices and common servers stored in equipment closets and data
center. The department requires services within standard hours but can also access to the
system via VPN after hours.
Future — The primary focus will be to complete implementation of the Tyler Munis finance
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system and functionality to enhance reporting and transparency of data for the public.
Public Works - Manages the City's infrastructure, including maintenance of public facilities,
park grounds and buildings, trail and open space maintenance, traffic signals, drainage
systems, roads, medians, shoulders, and landscaping within the public right-of-way. Public
Works administration includes grant administration, undergrounding districts, transportation
coordination, and refuse disposal and recycling programs. City engineering includes project
design, traffic safety, construction management and storm water quality management.
Staff Count: 15 Full Time
Function - The Public Works Department receives all of its technical support from the IT
Department including Help Desk support, PC maintenance, backup of critical data, training,
etc. Common programs used by staff in the performance of their duties include the MS Office
2013 Suite, MS Project, AutoCAD, and GIS.
The department currently processes all work orders and other activities manually, but will be
implementing City Works likely in 2015 for Asset and Work Order management activities.
Public Works has several specific use programs like a pavement management system, system
for storm drain video capture and a tree maintenance application. The department also uses a
customized project management built on SharePoint called EPM Live that acts as a
collaboration tool to track project events, milestones and costs. These systems are
supported by the IT Department and include support of PCs, telephones, scanning
devices, and printing devices including an HP scanner/plotter.
Whether for common applications or for specialized technologies, the department's technical
infrastructure is supported by the IT Service Provider through its administration of network
devices and common servers stored in equipment closets and the data center.
Future — Complete the planned implementation of the Cityworks application. The
department also envisions enhanced use of GIS for distribution of data and reporting. The
department is interested in forecasting tools for the future for better planning and
management. The use of mobile technology with departmental applications to provide staff
access to technology to work more efficiently while in the field.
2.4 Information Technology Program
2.4.1 Background / Overview
Since 1996, the City has outsourced its IT services, with oversight of the program
provided by the Director of Finance and IT. In April of 2014, the City hired an IT
Manager and transitioned the Information Technology responsibility to the City
Manager's office. (The IT Manager reports directly to the City Manager.) The IT
Manager provides oversight for all City IT functions and management of the IT Service
Provider supporting the 62 fulltime and 45 part time, contract and intern staff.
The following IT services are currently provided by the Outsourced IT Service Provider:
■ Technology Management — Guidance and consulting services on technologies
used at the City.
■ System Administration — Provides some administration, the City contracts with
other outside service providers for advanced work required on the telephone
system, network services and the storage and virtual cluster.
■ Help Desk Administration — The largest single portion of IT Services, includes
day to day support for help desk requests, meeting setups, etc.
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Audio Visual — All AN related projects and installations, meeting setups,
assistance with RPVty equipment, etc.
GIS — System hosting, licensing, configuration, management, data acquisition
and management.
Website — Hosting of a custom coded website that includes functionality such as
council streaming and the listserve.
The current service provider delivers IT support to all departments through a staff of
five, onsite full and part time persons. The staffing currently consists of one hands-on
account manager, a GIS administrator, a network administrator, a web and
communication specialist, a technical support person and part time technical
programmer(s), volunteers or interns as needed for special projects. The City does not
control the percentage of time staff devotes specifically to City IT Services support.
The current Service Provider also has a separate component that conducts internships
and training for youth within the City and operates at City facilities. The activities
associated with this endeavor are outside of the scope of this RFP. In addition, the
support of GIS and Audio / Visual will be considered out of the scope as the City
focuses on core IT services detailed within the pages of this RFP.
In addition to providing support services, the current Service Provider historically hosted
several critical systems for the City, including the GIS system; the City's website and the
City Council video streaming system, the emergency operations incident management
system and the list serve system. It is important to note that as of this writing, these
systems are currently being transitioned to City servers or contracted with third party
vendors not associated with the current Service Provider in preparation for the release
of this RFP. It is expected that all services will be completely transitioned to City control
by March 2015.
2.4.2 Current Activities and Future Projects
The City is currently in process with or has activities and projects slated for the future.
(Included as Appendix G)
These activities and projects are or will be part of the IT environment used by the City in
its day to day operations. Providers will be responsible for ongoing support, but will not
be responsible for the completion of the projects. Providers will be expected to
participate in task as to assist with completion as part normal IT operation activities.
2.4.3 Solicitation
The City looks to solicit one or more IT Service Providers to provide all services to meet
the City technology needs with a minimum of two on-site technical staff at all times
during normal City operating hours, augmented by additional onsite staff or remote staff
as needed to meet the day to day City operations. Proposals should include staffing
levels believed to be sufficient based on the City systems described in the following RFP
content.
The City will require support at City Hall and City remote locations as needed. (Section
2.5) The IT service support is typically required during standard City operating hours,
7:30 to 5:30 Monday through Thursday and 7:30 to 4:30 on Friday. Technical assistance
is also required for City Council and Planning Commission meetings Tuesday evenings
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until typically 8:OOpm. On call support may be required for special circumstances to
restore or address City IT systems failure after hours.
The City IT Manager will be the point of contact and will work closely with the contracted
IT Services Provider as well as on-site and remote staff. The City IT Manager will meet
regularly with the IT Services Provider Account Liaison to discuss the status of services,
strategic planning and other aspects of the management of IT Services in the City.
The City currently uses an IT Services Help Desk System (Kayako), and IT Services
Provider personnel will receive Help Desk activities from that system, through email or
with a telephone call directly from City staff requesting assistance. The IT Manager will
work closely with the contracted IT Service Provider and on-site staff on proactive IT
functions, projects and activities, to support the City departments and to assist in
coordination of the IT Services Provider support activities.
2.4.4 Hours of Operations
Hours of Operation - Includes oversight of support for City technology services for City
Business during hours of operation; Monday - Thursday 7:30 a.m. to 5:30 p.m., and Fri.
7:30 a.m.- 4:30 p.m. Additional IT services are required at City Council and Planning
Commission meetings Tuesday evenings until 8:OOpm. On call support may be required
for special circumstances to restore or address City IT systems failure after hours. IT
services are required to be operational 365 days per year, 24 hours per day, unless
scheduled for maintenance, 7 days per week.
2.4.5 Categories of Support Services
General Operations / Administration Services - Activities include general operations
oversight of the account and administrative functions. Additionally, maintaining the City's
IT Document Catalog, (Le. Manage IT Asset Inventories, Diagrams, Policy and
Procedure documents, etc.), participation in planning meetings and day to day
communications with IT Manager. Provide regular reports and performance statistics
and attend meetings as requested. (Le. Technology Steering Committee, Account
Status, and Reporting Review Meetings, etc.);
Help Desk and Support Services - Accounts for the largest single amount of support
required and is the initial point of contact for most support requests. The Help Desk
includes maintenance of all end user devices including desktop / laptop management,
operating systems and application software, telephones, printers, scanners, peripherals,
and basic training support of City end users. Also includes interface between other
contracted vendors to resolve user support issues, meeting setups, information
gathering for higher level support, documentation of resolutions, maintenance of the IT
help desk system and proactive maintenance activities, user training, information
gathering and other projects as time permits.
Systems Administration and Infrastructure Services - Includes day to day server and
IT infrastructure systems support, maintenance, minor upgrades, troubleshooting and
repairs of associated server hardware and software, business application support and
database management, virtual cluster and data storage management, security and
enterprise system implementation and support, new user and terminated user activities,
Active Directory and group policy management, event log and security management,
audio/visual setup and management, EOC and Disaster Recovery system participation;
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Voice and Communications Services - Includes general support of City telephone and
Unified Communication, communications using MS Exchange and Lync unified (voice,
video conferencing, and email) communication system, Aastra and Polycom telephones
and conferencing equipment and includes mobile device management implementation
and support;
Network, Cabling, Switching and Routing Services - Includes connectivity both
inside buildings and between buildings including wiring, switching, routing, connectivity
to ISP's, wireless, monitoring of all networking components, disaster recovery, failover,
security, security cameras, compliance including PCI compliance activities, streaming
media, VPN;
Website Technologies, including Social Media and Outreach — Includes technical
support and content update assistance for CivicPlus, the City's third -party hosted
website, SharePoint intranet site, support department's managing their online data
content, social media outreach, graphics, online form development and interconnectivity
assistance.
2.4.6 Support Services High-level Overview:
The outsourcing contractor is responsible for managing the enterprise -wide technical
environment including equipment (Appendix A through E) and systems (Appendix F and
G) used in all City locations (Section 2.5), including the following high level overview list:
■ Microsoft HyperV virtual server cluster and Dell EquilLogic and Nimble SAN Data
Storage environment.
■ 24 Virtual Servers including file, infrastructure and business application servers
(Appendix A)
■ Approximately 20 Dell 2000 and 3000 series switches and Sonicwall firewall
■ Approximately 110 Personal Computers and Laptops (Appendix D)
■ Exchange email system, filters and spam control solutions
■ Microsoft Lync Unified Communications System for VOIP phone call
management and voice messaging. (Appendix A Diagram 2) and approximately
80 Aastra and Polycom telephones and 8 City supplied Verizon Cell Phones
■ Wireless systems using Aruba, Ubiquiti and Trendnet 802 11n wireless controller
and access points. Scheduled to be upgraded in 2015. (Diagrams 2.6 - 3)
■ Peripherals including printers, copiers, scanners, audio/visual equipment, etc., as
listed in the peripheral listing. (Appendix C)
o Note — there will be a reasonable amount of peripheral growth year
upon year that will require support.
Major Business and Support Applications (Appendix E and Appendix F) include:
■ Financials (Naviline SunGard in IBM "I" series housing the accounting and
business license system being replaced with Tyler "Munis" ERP SaaS Hosted
System)
■ HR and Payroll (Hosted ADP)
■ Recreation and Facility Management Software (Hosted Active.net)
■ Building Permits and Code Enforcement (Accela Tidemark moving to Tyler
Munis)
■ Public assets and work orders are currently handled manually (Moving to
Cityworks System)
■ Facility Entry Management (United System - Bay Alarms)
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■ GIS (ESRI)
■ Document Management (Laserfiche)
■ City Email Services (MS Exchange 2013)
■ City internet services (Moving to CivicPlus hosted solution)
■ Streaming Media system (moving to Granicus)
■ City Intranet (SharePoint 2013)
■ Microsoft Office 2013 and other common Microsoft applications
■ Microsoft Active Directory, DNS, DHCP, DFS, WSUS and SCCM 2012 RS
system management is deployed
■ Microsoft System Center Data Protection Manager 2012 Backup and Recovery
software
■ Incident Management System (EOC Custom SQL System)
Additional general services background:
■ Standardized desktop operating software (Windows7, Office2013)
■ Relational database management systems (SQL 2008/2012)
■ Solarwinds Network and Application monitoring system
■ Help Desk Service Calls (Kayako)
o Averages 50 — 60 service requests per month
■ A secure data center houses the majority of the City's servers
Specific Non Supported Software and Hardware include:
■ Internet browser software other than Internet Explorer
■ Screen savers
■ Internet mail engines (Hotmail, Gmail, etc.)
■ Internet radio stations
■ Unlicensed products (i.e. pirate software)
■ Hardware and/or software not approved by the City Manager and / or IT
Manager, including unauthorized games
■ Any non -departmental owned equipment unless covered by BYOD policy
2.5 City Facility Locations
FACILITY (Location of IT Support Services)
ADDRESS
30940 Hawthorne Boulevard
City Hall / PVIC
Rancho Palos Verdes, CA 90275
(310) 544-5260
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FACILITY (Location of IT Support Services)
ADDRESS
Local area network - the City network consists of dual SonicWall NSA E7500 failover
firewalls scheduled to be upgraded in January 2015 to a dual Sonicwall E5600 firewall. A
physically separated data and voice network is due to be upgraded to manage Dell layer 2
and 3 switches with a 10gig backbone in December 2014. Wiring is Category 5 or more
throughout the network, and there are several analog and DSL connections throughout the
buildings. RPVTV television station connects to Cox Cable and Verizon for broadcast of
local television programming on Cox Cable (local station 33) and Verizon FIOS (local station
38). City Hall and PVIC are currently the only locations connected by fiber optic cabling, but
a fiber optic upgrade is funded and planned to connect Ryan Park and Hesse Park to City
Hall in January 2015.
City Hall is connected to the internet with a FIOS 150mbps connection through Verizon
Business Services, and a backup dual T-1 provided by WindStream A second Verizon FIOS
connection is physically in place for failover, but will likely be replace with another vendor
connection in FY2014-15.
PVIC is directly connected to the City Hall IT Infrastructure with a fiber cabling strung along
utility poles owned by several entities including Edison and Verizon under a lease agreement
with the CITY.
There are two conference rooms in City Hall that include "Smart Boards" and conferencing
telephone equipment.
Fiber optic cabling is installed between the RPVty Cable TV building and the City Hall Main
Building. There are multiple high end Dell PC's for use by production staff, studio lighting,
approximately 4 video cameras and requisite cabling, a 4 -channel video mixer and various
recording equipment. Video programs are scheduled and controlled by staff.
29301 Hawthorne Blvd.
Fred Hesse Jr. Community Park
Rancho Palos Verdes, CA 90275
(310)541-8114
The City Council and Planning Commission meetings are held at Hesse Park which contains
a full A/V system with ceiling mounted projector, wireless internet for the public, video and
audio distribution cabling a, a multi zone audio distribution system, wireless microphones,
etc. Cox maintains the originally installed Video equipment onsite, and Cox staff operates
the Video system for both live Cable TV broadcasts and recorded videos for delayed
broadcast. Cox plans to end their support contract in FY 2015-16, and funding is available
to purchase all new broadcast equipment. Meetings will be produced by RPVty staff.
Hesse Park is currently connected to the Internet with dual T-1 Frame Relay circuits
(3MBPS of bandwidth) pending upgrade to fiber optic cabling in January 2015.
Hesse Park's PC's and telephones are connected to the City network via a Sonicwall TZ210
with VPN connection. Wireless connections and VPN for staff using wireless devices is
controlled via a Sonicwall TZ215. There is a Verizon provided AdTran router and all
connections go through a managed Dell Power connect 5548. VPN' are due to be
decommissioned with the completion of the fiber optic project connecting to City Hall.
32201 Forrestal Drive
Ladera Linda Community Park
Rancho Palos Verdes, CA 90275
(310)541-7073
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FACILITY (Location of IT Support Services)
ADDRESS
Ladera Linda utilizes Cox bundled services connection for Phone and Internet connectivity
which is also connected to a wireless access point for both staff and public use. Ladera
Linda is connected to the internet via Cox Business Class internet over coax. (Pending
updated connection to City network FY2015-16.)
31501 Palos Verdes Drive West
Point Vicente Interpretive Center and Park
Rancho Palos Verdes, CA 90275
(310) 377-5370
Point Vicente Interpretive Center (PVIC) is connected to the CITY network by fiber optic
connectivity and as such is a part of the City's Local Area Network (LAN). The PVIC Server
Room contains several switches and related equipment, cabling to support future A/V needs,
and other functionality. PVIC also has several computers used by staff and volunteers to
serve residents and visitors to the center including two (2) computer cash registers and
credit card machines as well as a computer used for a small gift shop and for facility
registration using the Active.net SaaS system.
There are several printers on site, a kiosk for learning programs in the museum, a 4 camera
security system, and other technical equipment throughout the center. The meeting room
includes a ceiling mounted projector and retractable projection screen, and multi -zone audio
system and wireless microphones. The theatre includes a touch screen kiosk for visitors to
select movies. Future plans include additional kiosks, multimedia display systems, and other
technology to engage visitors in a manner consistent with modern expectations by visitors.
30359 Hawthorne Blvd.
Robert E. Ryan Community Park
Rancho Palos Verdes, CA 90275
(310) 377-2290
As of this writing, Ryan Park has no network infrastructure and one computer not connected
to the internet. A fiber optic project is schedules for January 2015 to connect this park site to
City Hall and several new computers and telephones will be installed at the park site. Future
plans call for possible park wireless and security cameras in the parking lot.
5970 Rancho Palos Verdes Dr. S
Abalone Cove Park
Rancho Palos Verdes, CA 90275
(310) 377-222
Connected to the internet via a Cox Cable 25/5 DSL connection and a telephone line. The
internet connection connects to a credit card processing system that includes 3 servers, 2
gates that raise and lower based on programming and a kiosk that collects cash and credit
card payments. This Skidata system requires PCI compliance and will likely stay separated
from the City network for the foreseeable future. One computer and one cell phone are also
utilized at the location
30940 Hawthorne Boulevard
IT Support Service Provider Office Space
Rancho Palos Verdes, CA 90275
(310) 544-5260
Service provider staff assigned to the City will have office space and access to the
necessary computers, phones, printers, etc. to perform the duties to support the City.
January 14, 2015
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3 PROPOSAL EVALUATION
An Evaluation Committee known as the IT Services RFP Evaluation Committee shall
review all proposals to determine which Proposers have qualified for consideration. The
evaluation will include at least an initial review and a detailed review. The initial review
will evaluate all submissions for conformance to stated specifications to eliminate all
responses that deviate substantially from the basic intent and/or fail to satisfy the
mandatory requirements. Only those proposals that meet or exceed the intent of the
mandatory requirements will be further evaluated.
The Committee's detailed evaluation shall be based on the following categories:
Methodology to Meet RFP Requirements (weighted 15%): This evaluation
section grades Proposer's methodologies proposed to achieve the objectives of
the RFP such as the ratio of on-site personnel and remote resources, proposed
system monitoring solutions, project management capabilities, capacity, etc.
Important proposal characteristics include thoughtfulness, innovativeness and
effectiveness of the solution proposed, clarity of approach and overall proposal
methodology.
Organizational Experience (weighted 20%): The quality, quantity and
complexity of Proposer's successful past performances on similar engagements
will be considered as a significant indicator of the Proposer's technical
competency and capability to complete this engagement. Expertise is gained by
working on many different engagements and can be a major advantage to the
City. Organizations with highly successful and complex engagement experiences
are preferred. The evaluation of references and past engagement success will
play a key role in this category.
Organizational Capabilities (weighted 20%): Consideration will be given to the
qualifications of the Proposer's personnel proposed for assignment to the
engagement. The Proposer's availability of additional staff for escalation and
assistance in order to reduce the amount of outside contractor assistance
required will be a factor. Organizations who are particular in their hiring practices,
and those who recruit and retain personnel with more years of experience and
who concentrate on training their personnel resulting in technology certifications
will score well in this category.
Implementation (weighted 15%): The proposal will be evaluated for the
completeness, and realism of the approach to deliver the services in accordance
with the requirements of this RFP. Number of staff hours proposed for day-to-
day assistance and the availability of highly qualified staff assigned to resolve
complex issues and for implementation assistance are factors in this category.
Past engagement performance based on references will also be reviewed.
Cost (weighted 30%): This evaluation is based on the Proposer's cost model
inclusive of fixed and additional service fees. Note that a low-cost bid, in and of
itself, will not be sufficient to score high in this category if the quality of services
or personnel available indicate the probable need for additional consulting
services for advanced technology needs in the future.
January 14, 2015
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The City reserves the right, at its sole discretion, to request clarifications of proposals or
to conduct discussions for the purpose of clarification with any or all Proposers. The
purpose of any such discussions shall be to ensure full understanding of the proposal.
Discussions shall be limited to specific sections of the proposal identified by the City
and, if held, shall be after initial evaluation of Proposals is complete. If clarifications are
made as a result of such discussion, the Proposer shall put such clarifications in writing.
Proposals will be reviewed by an IT Services RFP Evaluation Committee consisting of
both outside IT professionals and City personnel. The highest rated Proposers
evaluated by the Committee may be invited to make an oral presentation of their written
proposal at the sole discretion of the IT Services RFP Evaluation Committee pursuant to
the schedule in Section 1.2.
The IT Services RFP Evaluation Committee will complete a scoring matrix and a
category recommendations summary report of the evaluation scoring of every submittal
that meets the Proposal Submission requirements (Section 4). The City Council will in
turn review and act on the recommendations received from Staff based on the IT
Services RFP Evaluation Committee's recommendations.
January 14, 2015
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4 PROPOSAL SUBMISSION
4.1 General Instructions
The City discourages lengthy and costly proposals. Proposals should be complete and
prepared simply and economically and provide a straightforward, concise description of
the Proposer's capabilities to satisfy the requirements of this RFP. Emphasis should be
on completeness and clarity of content. Glossy sales and marketing brochures are not
necessary or desired.
Proposers must follow all formats and address all portions of the RFP set forth herein
providing all information requested. Proposers may retype or duplicate any portion of
this RFP for use in responding to the RFP, provided that the proposal clearly addresses
all of the City's information requirements.
Proposers must respond to every subsection and must label each response to the RFP
requirements with the section and subsection numbers associated with the subject
requirement in this RFP (e.g. the Proposer's Qualifications Section would be labeled
4.5).
4.2 Format
Proposals must be structured and presented in the following manner:
■ Proposal Transmittal Letter (Section 4.3)
■ Table of Contents: All pages are to be numbered and figures, tables, charts, etc.
must be assigned index numbers and identified in the Table of Contents.
■ Executive Summary: Describes the salient features of the proposal in a
maximum of five pages. It must condense and highlight the contents of the
proposal and include conclusions and recommendations.
■ Technical Proposal (Section 4.4)
■ Qualifications (Response is required for each bullet under Section 4.5)
■ Experience / Capabilities (Response is required for each bullet under Section
4.6)
■ Approach (Response is required for each bullet under Section 4.7)
■ Transition (Response is required for each bullet under Section 4.8)
■ Pricing (Response is required for each pricing category under Section 4.9)
■ Special forms (Anti -Collusion Affidavit Section 4.11, Standard Professional
Services Contract Understanding Section 4.12, SLA Cross Reference Section
4.12.1)
■ Statement of Work and Service Level Agreements
o General Operations (Response is required for each bullet under Section 5.1)
o Pool of Consulting Hours (Response is required as described in Section 5.2)
o Service Level Agreements (Response is required for each SLA as described
in Section 5.3)
■ Proposer materials (e.g. financial statements, Proposer selected documents,
alternative service offerings, etc.)
Failure to follow the specified format, to label the responses correctly, or to address all
of the subsections may, at the City's sole discretion, result in the rejection of the
Proposal. City will provide written reasoning for any rejected proposal.
January 14, 2015
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Proposals must not contain extraneous information. All information presented in a
Proposal must be relevant in response to a requirement of this RFP, must be clearly
labeled, and, if not incorporated into the body of the Proposal itself, must be referenced
to the appropriate place within the body of the Proposal. Any information not meeting
these criteria will be deemed extraneous and will in no way contribute to the evaluation
process.
Proposals will be prepared on standard 8 1/2" x 11", two-sided paper. Foldouts
containing charts, spread sheets, and oversize exhibits are permissible. All responses,
as well as any reference material presented, must be written in English. All monetary
amounts must be detailed in United States currency. All proposal pages must be
numbered.
4.3 Proposal Transmittal Letter
The Technical Proposal must provide a written transmittal of the proposal in the form of
a standard business letter. The Proposal Transmittal Letter will reference and respond
to the following subsections and attach corresponding documentation as required. Each
proposal must meet the Proposal Transmittal Letter requirements and provide all
required documentation. A Proposal Transmittal Letter is mandatory, and failure to
provide the information as required may result in the proposal being considered
nonresponsive and rejected.
■ The letter will be signed by a company officer empowered to bind the Proposer
to the provisions of this RFP and any contract awarded pursuant to it.
■ The letter will state that the proposal remains valid for at least 180 days.
■ The letter will provide the complete name of the individual or the legal entity
name and Federal Employer Identification Number of the firm making the
proposal.
■ The letter will provide the name, mailing address, e-mail address, and telephone
number of the person the City should contact regarding the proposal.
■ The letter will state whether the Proposer intends to use subcontractors - if so,
clearly identify the names of the subcontractors along with complete mailing
addresses and the scope and portions of the work the subcontractors will
perform.
■ The letter will state whether the Proposer or any individual who will perform work
under the contract has a possible conflict of interest (e.g., employment by the
City of Rancho Palos Verdes) and, if so, the nature of that conflict.
■ The letter will also include a statement of acknowledgement that the City's
Standard Terms and Conditions (Appendix H) has been reviewed and accepted
with or without qualification. If qualifications are involved, those items requiring
adjustment or modification must be identified and listed along with suggested
modifications. If no modifications are noted, then the City will assume that the
Proposer is in full agreement with the Terms and Conditions and capable of
performing tasks and services without reservation or qualification.
4.4 Technical Proposal
The Technical Proposal will be divided into the following sections:
■ Qualifications
■ Experience
■ Approach
January 14, 2015
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■ Pricing
■ Special Forms
4.5 Qualifications
Proposer shall provide the following information to document Proposer's qualifications to
deliver services required by the RFP and financial stability to insure viability during the
contract term.
■ A description of the Proposer's credentials to deliver the services sought under
the RFP.
■ A description of the Proposer's background and organizational history.
■ Years in business and statement of how long the Proposer has been performing
the services required by this RFP.
■ Location of headquarters and field offices and location of office which would
service the City.
■ A description of the Proposer's organization's number of employees, longevity,
and client base.
■ Whether there have been any mergers, acquisitions, or sales of the Proposer
company within the last ten years (if so, an explanation providing relevant
details).
■ Form of business (i.e., individual, sole proprietor, corporation, non-profit
corporation, partnership, joint venture, Limited Liability Company, etc.).
■ A current written bank reference, in the form of a standard business letter,
indicating that the Proposer's business relationship with the financial institution is
in positive standing.
■ Two current written, positive credit references, in the form of standard business
letters, from institutions with which the Proposer has done business; in lieu of
such, documentation of a positive credit rating determined by an accredited
credit bureau within the last six months.
■ Profit and loss statement to include gross revenues and expenses in order to
evaluate the stability of the organization as well as the percentage of total
business this outsourcing contract will be.
■ A copy of a valid certificate of insurance indicating general liability insurance in
the amount of at least one million dollars ($1,000,000).
■ A statement as to whether the Proposer or any of the Proposer's employees,
agents, independent contractors, or subcontractors have been convicted of, pled
guilty to, or pled nolo contendere to any felony; and if so, an explanation
providing relevant details.
■ A statement as to whether there is any pending litigation, tax lien, or other
financial judgment pending against the Proposer; and if such litigation, lien or
judgment exists, attach an opinion of counsel as to whether the pending litigation
will impair the Proposer's performance in a contract under this RFP.
■ A statement as to whether, in the last ten years, the Proposer has filed (or had
filed against it) any bankruptcy, tax lien or insolvency proceeding, whether
voluntary or involuntary, or undergone the appointment of a receiver, trustee, or
assignee for the benefit of creditors; and if so, an explanation providing relevant
details.
■ Has Proposer accepted any Federal Troubled Asset Relief Program (TARP)
funds? If so, please describe the impact and plans for re -payment.
January 14, 2015
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4.6 Experience/ Capabilities
■ An organizational chart highlighting the key people / roles who shall be assigned
to accomplish the work required by this RFP and staff who would be in backup or
escalation positions. If the intention is to hire and assign new staff or to use
subcontractors for advanced capabilities for this engagement, please note it in
the appropriate position of the organizational chart.
■ Include resumes of key people who shall be assigned by the Proposer to
perform duties or services under the contract, both on-site and remotely. (The
resumes shall detail the title, education, certifications, current position with the
Proposer, and / or employment history).
■ Provide the estimated number of hours to be worked on the contract for each
person / position. *Should coincide with hours associated with the mandatory
costing sheets provided. (Attachment 1).
■ Customer references for any similar clients representing government accounts of
similar size and requirements of the City being currently serviced by the
Proposer. Each reference must include:
o Name and business address
o Name, title, email address, and telephone number of the contact responsible
for the engagement.
o Brief description of the service provided and the period of service.
o Total contract amount.
o Optional: Written references from the City Manager, or IT Manager / Director
on City letterhead if available.
■ A list, if any, of all current contractual relationships with the City of Rancho Palos
Verdes and any engagements completed within the previous five year period.
The list must include:
o Brief engagement description
o Term of engagement
o Procuring department with the City
o Services provided
4.7 Approach
The objective of this section is for the proposing firm to describe its implementation
approach. This includes the tools and techniques that will be used, proprietary
methodologies that the firm will employ, the staffing model and other elements the
Proposer deems relevant for this engagement. Specifically:
■ Describe your overall approach to providing the services described in the RFP
and your methodology for on-going support. Include best practices approaches,
service strategies, etc.
■ Describe how your firm is positioned to provide the services and provide a history
of experience in providing similar services including examples of work and
circumstances that might require outsourcing.
■ Describe how your firm will generally meet the Statement of Work and Service
Level Agreements (Section 5).
■ Describe your firm's approach to providing innovative, new and/or different
solutions and approaches to delivering outsourcing services to the City which
might include information such as examples of innovations of the organization's
connection with manufacturers, proactive versus reactive support activities, or
policy on ongoing staff training, etc.
January 14, 2015 Page 24 of 110
■ Describe your firm's approach to continuously improving service delivery over the
term of the contract and how you will introduce efficiencies in technology
services over time.
■ Describe your firm's approach to providing "cross training" for your staff in order
to minimize lost time caused by staff turnover and in ensuring continuity of
services in event of absence or vacation of regular assigned staff.
■ Describe your firm's approach or policy related to training of your organizational
staff.
■ List your firms approach to documenting City assets, systems, procedure and
other documentation.
■ Clarify any circumstances in which additional charges would apply.
4.8 Transition
Transition is the effort required to migrate from the existing IT outsourcing contract to
the new environment whether with a new provider or with the same outsourcing
contractor into the new environmental requirements.
The City anticipates a transition period of approximately six weeks as shown in Table 1,
RFP Schedule of Events. The transition period is expected to be a discovery or due
diligence period wherein the Proposer may review the City's existing environment,
procedures, culture, inventory and other key infrastructure information. It also provides a
time to establish systems, tools and processes necessary to provide Services, deploy
staff resources and be introduced to City personnel. Service level agreements will take
effect after the transition is complete.
The Proposer will, at a minimum, describe the following attributes of its transition plan.
■ Describe how you propose to provide flexibility to integrate the City's retained IT
Services processes and practices.
■ Describe the make-up of your proposed transition team.
■ Describe end user communication plans, orientation and training.
■ Describe your change management process.
■ List key transition activities and tasks required to transition each specific service
category as defined in Section 5.
■ List transition milestones and projected timelines.
■ List risk and issue management / processes.
4.9 Pricing
The City is seeking a fixed -fee (monthly) contract for full-service IT support. Cost will not
be the only criteria evaluated for the selected Proposer, but the City will look favorably
on proposals which will cost less for substantially equal service. Proposers must present
their costs for the following, separate categories as tabs in the :
■ Base Contract Costs (Years 1 through 4)
■ Transition (Any Additional Costs)
■ Pool of Consulting Hours (Developed from a Rate Card)
■ Additional or Alternate Services
■ Summary of Costs
Base Contract: This represents the monthly cost of all resources proposed for the
delivery of IT services as specified in General Operations, Section 5.1.
January 14, 2015
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Even though this is a fixed fee contract, the Proposer must provide the City with the
detail pricing plans per position(s) so the IT RFP Evaluation Committee can evaluate the
Proposer's general support plans. The hourly estimates should take into consideration
provider overhead, management, training, travel, software tools and any other cost
associated with providing each part time or fulltime resources. Also, reflect if any Base
Contract services are to be provided remotely or on -demand basis in the associated
column. The Proposer should list the certifications, experience and qualifications
typically required for the positions in the appropriate column. The fixed fee is a set
contracted fee; the hours are a general guide to the number of hours needed to
accomplish the service objectives. The City will not hold the selected Services Provider
to a specific number of hours per category each month, nor will the Service provider bill
for any additional required hours (other than those specified as additional hours in the
contract). This Base Contract Cost sheet is a planning tool for the Provider and an
evaluation tool for the City. The Proposer must complete "Attachment 1 - RFP
Mandatory Pricing Matrix — Base Contract Years 1 — 4" tab.
Transition: Transition costs are costs separate from "Base Contract" costs and are
accrued in advance of the Proposer Go -live date as defined in the Schedule of Events
(Table 1). These are proposed actual costs for all resources, systems and
implementation needed for the transition process (estimated at 6 weeks) and defined in
Section 4.8. The Proposer must complete "Attachment 1 - RFP Mandatory Pricing Matrix
— Transition Pricing" tab.
Pool of Consulting hours: As detailed in Section 5.2, this represents the hourly cost
for these resources. The Proposer should create a Rate Card which defines pre-
determined hourly rates for all technical positions the Proposer may offer the City.
These positions represent resources whether initially assigned and/or utilized by the
City. The Proposer must complete "Attachment 1 - RFP Mandatory Pricing Matrix —
Consulting Rate Card" tab.
Additional Services: This cost is the separate pricing for any service the Proposer
wishes to include in its response. Special attention will be given to service proposals that
would provide materially better service to residents or generate cost savings or
productivity enhancements for staff. The City reserves the right to accept or reject any
or all additional or alternate service offerings. The Proposer should complete
"Attachment 1 - RFP Mandatory Pricing Matrix — Additional Services" tab.
Summary of Costs: This sheet is a roll -up of the totals from the above Pricing Sheets.
Calculate the totals in "Attachment 1 - RFP Mandatory Pricing Matrix — Summary of
Costs" tab.
Please note - The cells do not automatically populate, so be sure to enter correct
information.
4.10 Special Forms
1. Anti -Collusion Affidavit: Proposer, as a part of its proposal, must submit the
completed Anti -Collusion Affidavit form.
2. Standard Terms and Conditions Understanding: Proposer, as part of its
proposal, must submit the completed Standard Terms and Conditions
Understanding form.
January 14, 2015
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3. Service Level Agreement (SLA) Cross Reference Table: Proposer, as part of its
proposal, must submit the completed SLA Cross Reference Table (Section 4.10.3)
form.
January 14, 2015
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4.11 Anti -Collusion Affidavit
The undersigned deponent, of lawful age, being duly sworn, upon his oath deposes and
says: That he has lawful authority to execute the within and foregoing proposal; that he
has executed the same by subscribing his name hereto under oath for and on behalf of
said Proposer; that Proposer has not directly or indirectly entered into any agreement,
express or implied, with any Proposer or Proposers, having for its object the controlling
of the price or amount of such proposal or proposals, the limiting of the proposals or
Proposers, the parceling or farming out to any Proposer or Proposers or other persons
of any part of the contract or any part of the subject matter of the proposal or proposals
or of the profits thereof, and that he has not and will not divulge the sealed Proposal to
any person whomsoever, except those having a partnership or other financial interest
with him in said proposal or proposals, until after the said sealed proposal or proposals
are opened.
Deponent further states that the Proposer has not been a party to any collusion among
Proposers in restraint of freedom of competition; by agreement to make a proposal at a
fixed price or to refrain from submitting a proposal; or with any City official or employee
as to quantity, quality, or price in the prospective contract; or in any discussions between
Proposers and any City official concerning exchange of money or other things of value
for special consideration in the letting of a contract; that the Proposer has not paid,
given or donated or agreed to pay, give or donate to any official, officer or employee of
the City directly or indirectly, in the procuring of the award of contract pursuant to this
proposal.
Executed under penalty of perjury on this day of
at
Signed
BY
TITLE
COMPANY
January 14, 2015
Page 28 of 110
4.12 Standard Terms and Conditions Understanding
The successful Proposer will be required to execute the Standard Terms and Conditions
of a contract which are included in Appendix H. Please indicate your firm's willingness
to comply with these requirements or state all proposed modifications to these
requirements. Items not excepted will not later be open to negotiation.
understands and is willing to comply with the City's
Standard Terms and Conditions which will be contained within the fully executed
contract.
OR
understands and is willing to comply with the City's
Standard Terms and Conditions which will be contained within the fully executed
contract with the following exceptions.
1.
2.
3.
4.
5.
Executed under penalty of perjury on this day of
at
Signed
BY
TITLE
COMPANY
January 14, 2015
Page 29 of 110
5.3.1
4.12.1 SLA Cross Reference Table
Included Included Meets
Categories... In Require -
Approach? ..
Administrative / Reporting
5.3.1 a
- Report Generation
5.3.1 b
- IT Document Catalog Management
5.3.1c
- Physical Security
5.3.2
Help Desk / Support Services
5.3.2a
- Help Desk Support
5.3.3
Systems Administration / Infrastructure Services
5.3.3a
- Systems and Server Operation
5.3.3b
- Business Application / Database Management
5.3.3c
- Capacity and Performance Management
5.3.3d
- Disaster Recovery
5.3.4
Voice and Communications
5.3.4a
- Email / Messaging / Conferencing
5.3.4b
- Telephone Services
5.3.5
Network, Cabling, Switching, and Routing
5.3.5a
- Network Management
5.3.5b
- Network Security
5.3.3
Website Technologies Services
5.3.6a
- Web Site Support
Table Definition
This table must be completed by the Proposer to cross-reference the specific SLA requirements
with the Proposer's implementation approach and price.
Included in Approach?
Indicate the section of your proposal that addresses each SLA (Section and page number).
Included in Price?
January 14, 2015 Page 30 of 110
%J w
Reference the section of your proposal that addresses the price (Base contract, Pool,
Additional) for each SLA (Section and page number).
Meets Requirement?
Answer "yes" or "no" for each SLA as to whether your Proposal meets the requirements as
specified in the SLA narrative. For any "no" response, please explain.
January 14, 2015
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5 STATEMENT OF WORK AND SERVICE LEVEL AGREEMENTS (SLA)
The City desires to enter into a full-service IT Services and Support agreement with a
qualified Proposer who will provide operational technology support and associated
services to meet the City technology needs working closely with the City IT Manager.
City business hours are Monday - Thursday 7:30 a.m. to 5:30 p.m., and Friday 7:30
a.m.- 4:30 p.m. IT services are required to be operational 365 days per year, 24 hours per
day, unless scheduled for maintenance, 7 days per week. Emergency services may be
required after hours to support City business continuity.
The Statement of Work is comprised of General Operations, Pool Consulting Hours and
Service Level Agreements (SLAs). The Proposer must provide a detailed description of
its approach and methodologies to meet and exceed the following categories.
5.1 General Operations
The Proposer is expected to be knowledgeable of the services currently being provided
by the City's outsourcing contractor. The City requires the Proposer to continue those
services related to the City departments responsibilities to provide the services
necessary to conduct City business, whether specifically stated in this RFP or not. The
General Operations Services Categories represent the minimum components required
for the operation of the City IT Services and Support.
5.1.1 Operations /Administration Services (SLA 5.3.1 a, b, c)
The City expects the Proposer to actively administer their service delivery performance,
utilization, governance, and relationships with City IT Manager and Departments, pursue
higher accountability and continuous improvement of IT service delivery over the life of
the contract.
The Proposer, as the City's IT Services provider, will work closely with the City IT
Manager and Departments to proactively provide best practice solutions and
recommendations. The Proposer shall provide all aspects of service delivery, recommend
service changes or upgrades and assist City technology users. The IT Department
function reports directly to the IT Manager (within the City Manager's Office), but works
closely with all City departments on a daily basis.
The Proposer shall manage the performance of its assigned account personnel and
continually seek opportunities to enhance and improve their performance. The Proposer
shall provide City with access to the data used to calculate its performance against the
Service Levels and the measurement and monitoring tools and procedures utilized by
the Proposer to generate such data for purposes of audit and verification.
In addition, the Proposer will be expected to administer the City's electronic IT
Document Catalog and maintain updated and current content. (Le. IT Inventories,
Diagrams, Policy and Procedure documents. etc.) And participate in meetings pertaining
to IT support services. (Le. TSC (Technology Steering Committee), periodic service
level reviews etc.);
The City expects the Proposer to facilitate access to its top management executives as
and when required.
January 14, 2015
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5.1.2 Help Desktop / Support Services (SLA 5.3.2 a)
Help Desk services are the activities required to coordinate and respond to Incidents
and Service Requests made by City end-users and technical staff. The City currently
has a web based Helpdesk solution in place, and with agreement of both parties
Proposer can use that solution or setup or implement their own Helpdesk solution. The
Helpdesk shall act as the Single Point of Contact for resolution and escalation of all
Incidents and Service Requests related to all City technical requests. The services and
activities required to provide and support the City's end user computing infrastructure
include:
■ Desktop devices and associated system software
■ Laptops/notebooks and associated system software
■ Telephones and mobile devices
■ Software that are part of standard desktop image
■ Business productivity software and City applications
■ Networked peripherals and standalone devices (Le. printers, scanners, UPS's,
etc.)
■ Setup of technology such as laptop, projectors and communications for meetings
and webinars
5.1.3 System Administration / Infrastructure Services (SLA 5.3.3 a, b, c, d)
The Proposer shall provide day to day server and IT infrastructure systems support,
providing maintenance and repairs of associated server hardware and software,
enterprise system support and security implementation, EOC and Disaster Recovery
readiness support. Additionally, business application software support and database
management are services and activities that apply to the maintenance, support and
management of City IT business applications, databases and websites. The City relies
heavily on Hosted Solutions but does have locally supported systems. The City
maintains support agreements with all Business Systems suppliers.
The Proposer will provide the following services:
■ Application Monitoring and Maintenance: The Proposer shall perform proactive
monitoring, execute preventive, corrective, emergency and adaptive maintenance
of all City applications. The Proposer shall perform Incident, Problem, Change and
Release Management responsibilities for all of City applications.
■ Business Application Administration Services: The Proposer shall maintain and
perform application administration procedures, execute processes for the
proper maintenance and functioning such as load balancing, tuning and
configuration management, provide enhancements to follow production change
procedures and patch management services. The Proposer shall provide
leadership, design and technical support for general use applications such as
Ascent CAD, Cognos, Crystal Reports, Adobe, MS Project and standard
Microsoft Office products. Additionally, the Proposer shall work with third party
software business applications (hosted / local) that support the City business
functions.
■ Database Administration: The Proposer shall provide activities associated with the
maintenance and support of all databases. This includes responsibility for
managing data, including placement, database performance, log management,
backup and data recovery and integrity at a physical level. Execute database
January 14, 2015
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creation, configuration, upgrades, patches and refresh, execute database system
level changes and schema changes, security administration, database monitoring
and problem resolution, testing services and database storage management.
5.1.4 Voice and Communications Services: (SLA 5.3.4 a, b)
Includes general support of City telephone communications using MS Exchange and
Lync unified (voice, video conferencing, and email) communication system. Includes
mobile device management, implementation and support.
5.1.5 Network, Cabling, Switching, Routing & Wireless Services: (SLA 5.3.5 a, b)
The Proposer shall provide support and services for connectivity both inside City
buildings and between facilities, including wiring, switching, routing, connectivity to
ISP's, wireless management, IPS, IDS, network security and monitoring of all network
components.
5.1.6 Website Technology Service: (SLA 5.3.6 a)
Includes general support of City website, SharePoint intranet and web based
components used within business applications.
The City's web site is currently located at http://www.rpv.com (scheduled change in
March 2015 to http://www.rpvca.gov) and will be hosted on an external platform
operated by CivicPlus. City staff will upload most content, but the Proposer shall provide
general oversight and guidance to City departments and shall assist with some web
taxonomy, form and graphics design, and some content updates. The Proposer shall
provide limited direction and guidance to the Web maintenance provider, CivicPlus, in
matters of technical design, operation, and support.
Other aspects of Website Services include support for the City SharePoint
implementation such as adding and configuring web parts, integration functionality and
upgrades as needed. Business application support includes aspects such as: Class
registration, forms/applications, potential integrations and aspects of security. The City
hopes to use the website for future enhanced communications with the community and
provide additional services on-line.
5.2 Pool of Consulting Hours
The City expects to allocate a, pre -determined number of hours per City fiscal year to be
used as general consulting and/or resource hours which are not part of staff which are
performing work detailed in this RFP. The budgeted consulting hours is estimated to be
100 hours per year for support that is materially outside the scope of services as defined
in the final agreement. The City will draw and pay for hours used from this pool on an
"as needed" basis and may add hours as needed depending on circumstances. The
Proposer must indicate its ability to provide these specialized skilled resources directly
or whether they are sub -contracted resources, methods of determining project definition
and deliverables, price and accounting for hours used. Typical activities in this category
are outside the scope of system support, maintenance, upkeep or troubleshooting or
resolving of service requests and may include but are not limited to activities such as:
■ New System Implementations and Data Conversion
■ Software development (Interfaces, reports, one-time process)
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■ Procurement Assistance
■ Architecture, Engineering and Design Services
■ System, Network and Security Assessment and Remediation materially outside
the scope of ongoing maintenance, management or upgrades.
5.3 Service Level Agreements
The following SLA narratives provide additional definition as to the required functions to
be performed by the Proposer. Each SLA provides a description of the service, the
objective, job functions (requirements) and measurements (metrics). The City reserves
the right to add, change or delete any SLA during contract negotiation with the selected
Proposer. Regardless, the Proposer is required to specifically define its approach to
meeting and exceeding each specific SLA.
5.3.1 a. Administrative /Reporting
Definition
Reporting is the activity associated with the production of designated reports
and deliverables which include the formal reporting of management
information (e.g., performance metrics, and system accounting information)
and reporting of incident resolution and status to the City.
Objectives
Provide accurate and timely reporting on technology performance, trends,
issues, assets, and other topics as required by the City. Reports are to be
available in both hardcopy and electronic format.
Requirements
Typical functions include but are not limited to:
Measure and report quarterly on each SLA.
Produce recommendations for measurement and reporting of contractual
SI -As.
Provide City access to a problem tracking system which will allow for
Incident/Problem monitoring and ad hoc reporting. (Or continue use of
City Kayako system.)
Provide status reports detailing the root cause of and procedure for
correcting recurring problems or critical issues.
Report on service performance improvement results.
Metrics
Final measurements and targets subject to contract negotiation.
Report Generation
Reports reflecting contract performance (SLAs) are to be provided to the City
in hardcopy and electronic form as specified in the Statement of Work.
Hours of Availability
N/A
Measurement Period
Quarterly
Algorithm
All reports are to be delivered quarterly within month of quarter end.
Target
100% of SLA reports are due 5 business days after the measurement period
5.3.1 b. IT Document Catalog Management
IT Document Catalog Management is the activity associated with maintaining
Definition IT technology documentation. Includes tracking (inventory) and maintaining
documentation for all technology service components (e.g. hardware,
software, peripherals, etc.) as well as maintaining IT system diagrams and
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5.3.1 c. Physical Security
Definition
specifics, policy updates and step-by-step procedures documentation.
Objectives
To maintain current IT documentation in support of installed City hardware,
Objectives
software, networks and infrastructure information to assist in management of
the City technical environment.
Requirements
Typical functions include but are not limited to:
Maintain asset management tracking documents.
Tag newly acquired technology assets.
Track (inventory) all technology assets.
Produce asset management quarterly reports.
Requirements
Assist in annual reconciliation.
Insure information and documents related to licensing, support and third
party contracts are distributed to City.
Document and diagram IT systems.
Document procedures involved in support and system administration
related activities.
Metrics
Final measurements and targets subject to contract negotiation.
IT Document Catalog
IT Document Catalog content will be maintained electronically and updated at
Updates
the time of any change.
Hours of Availability
N/A
Measurement Period
Quarterly
Algorithm
City conducts quarterly audit of select items in the IT Document Catalog,
discrepancies are noted.
Target
100% accuracy
The availability of electronic technology asset reports including detailed
IT Asset Updates
hardware assets, software licenses, and service contracts. Hardcopy reports
are to be made available upon request.
Hours of Availability
N/A
Measurement Period
Quarterly
Quarterly report on additions and deletions due to City by the 5th business day
Algorithm
after the end of each quarter. City to audit selected records and note
discrepancies.
Target
100% accuracy
5.3.1 c. Physical Security
Definition
Physical Security is the activity associated with maintaining the physical
environment around and within the City information technology facilities.
Objectives
To provide clean, well -organized, closely monitored computing environments
for City technology operations. The management of the facility should be
proactive, forward -thinking and highly security conscientious.
Requirements
Typical functions include but are not limited to:
Insure City procedures and standard best practices for physical security
are followed by personnel.
Recommend physical support and improvements and/or changes in
documentation.
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5.3.2 a. Help Desk Support
Definition
Monitor environmental systems (e.g., UPS, HVAC) supporting the IT
Infrastructure.
Work with City IT Services manager to coordinate activities of all IT
personnel working in equipment locations (e.g., equipment rooms,
Objectives
network equipment closets, etc.).
Metrics
Final measurements and targets subject to contract negotiation
Access Log
Access to City facilities is granted with an electronic Access Control System.
Any visitors and third party contractors to the Data Center(s) should be
reported to the City maintained on an Access Log available for City staff
review.
Hours of Availability
Upon Request
Measurement Period
Quarterly
Algorithm
Review of Access Log and reconcile with City official building entrance sign -in
log.)
Target
100%
5.3.2 a. Help Desk Support
Definition
Help Desk pertains to the support services which triage, process, track, and
report on City staff requests for all requests for service, information and
problems.
Provide centralized resources as a single -point -of -contact for the City's
computer users as they seek technical assistance in order to resolve technical
operational issues. The objective of the help desk is to resolve all request
Objectives
upon contact by City staff, any calls that cannot be resolved immediately are
scheduled for resolution based on priority categories as outlined below. For
calls that are not the responsibility of service provider, the help desk will
liaison with correct entity to provide service in turning over the request.
Typical functions include but are not limited to:
Help Desk Requests are inclusive of all technical assistance or requests
by the City and include but are not limited to requests for assistance with
error messages, account, email, telephone, printing problems
Meeting setup requests for laptops, communications or projectors, copier
or other device configurations
New user setup or changes to user account or hardware setups, calls
Provide Help Desk solutions that meet the City's business needs and
defined service level requirements.
Maintain operational Help Desk policies and procedures.
Requirements
Develop Help Desk scripts and knowledge base to improve staff
performance and self-reliance.
Accept all incoming service requests and calls and re -direct as necessary.
Provide a single point of contact for, and coordinate all, end-user requests
for service.
Provide support for inquiries on the features, functions and usage of all
business applications in use within the City.
Identify, escalate, and manage all end-user requests to closure.
Prioritize calls for City executives and mission critical end-users that have
been identified by the City.
Track/mana a/re port Help Desk utilization and delivery statistics.
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Maintain escalation contact list, vendor maintenance support and 3rd party
contact lists within City contact list as specified.
Dispatch on-site support / service technicians as necessary.
Categorize, prioritize and log all calls (e.g., Inquiries/Problems/Work
Requests/Changes).
The Help Desk should make every effort to resolve issues at the time of call.
This will be the initial method for resolving issues before assigning a priority
level. The following priorities, when appropriate, describe the levels assigned
to calls and the associated completion time commitments. Note that with
agreement by the City, issues or requests may be moved from a Priority
Category to a long term project and will no longer be required to meet noted
SLA completion requirements.
Priority One (Urgent) All urgent user requests, including but not limited to the
following criteria:
Multiple Workstations unable to work normally
Business Critical Network Applications down (Permitting, Finance
Application, Laserfiche, etc.)
Network communications disruption, intrusion detection or virus outbreak.
Widespread loss of access to the City network, internet, file system,
printing.
Critical computer issue related to City Council, Agenda Preparation,
Planning Commission or other critical timelines or meetings.
IT support will provide immediate acknowledgement to user and timely
attempt to restore access to IT System.
IT Support will provide resolution no more than 2 hours after reported.
Priority Two (High) All high priority user requests, including but not limited to
the following criteria:
Priorities
User is unable to log on to workstation, (account is locked, reset of
password, etc.)
Application affecting one user's ability to work (Account settings, security,
etc.)
Printer, computer, peripheral issue effecting users ability to work.
User's desktop or laptop is locked, workaround not available.
High priority user device or PC moves or changes
IT support will provide immediate acknowledgement to user and timely
attempt to restore access to IT System.
IT Support will provide resolution no more than 4 hours after reported.
Priority Three (Medium) All medium priority user requests, including but not
limited to the following criteria:
User request for enhancement
Account modification (application, mail, network)
Any service request not impacting production (non-critical user device, PC
moves, replacements, training, etc.)
Scheduled events
IT support will provide same day acknowledgement to user and a one
week resolution, a timelier attempt to satisfy user request may be set
based on issue circumstances.
IT Support will provide resolution no more than 1 week after reported.
Priority Four (Low) Low propriety user requests, including but not limited to the
following criteria:
Pre tanned new software requests
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5.3.3 a. Systems and Server Operations
Definition
Non -emergency new hardware requests
System conversions or changes
Short term projects (long term projects tracked separately)
IT support will provide same day acknowledgement to user and two week
resolution, with exemptions based on circumstances.
IT Support will provide resolution no more than 2 weeks after reported.
Metrics
Final measurements and targets subject to contract negotiation.
Help Request
Total elapsed time to provide a help request confirmation notice including
Confirmation
initial triage via the help desk solution, in person email notification and/or
telephone call to original caller.
Hours of Availability
City business hours are Monday - Thursday 7:30 a.m. to 5:30 p.m., and Fri.
Requirements
7:30 a.m. - 4:30 p.m. Excluding City Holidays.
Measurement Period
Monthly
For Urgent and High help requests - Number confirmed within 1
hour*100/Total number of urgent and high tickets
Algorithm
For medium and low - Number confirmed within 1 day*100/Total number of
medium and low tickets
Target
90% within target.
Help Desk Completion
Based on the priorities definition table, the elapsed time by priority for the
completion for each call.
Hours of Availability
City business hours are Monday - Thursday 7:30 a.m. to 5:30 p.m., and Fri.
7:30 a.m.- 4:30 p.m. IT services are required to be operational 365 days per
year, 24 hours per day, unless scheduled for maintenance, 7 days per week.
Emergency services may be required after hours to support City business
continuity.
Measurement Period
Monthly
Algorithm
((Total help desk requests (minus website change requests) that met the
completion time target per priority)/(Total help desk requests))*100
Target
90% within target
5.3.3 a. Systems and Server Operations
Definition
The day-to-day management of the installed server and system
hardware and software environment. Activities include system
monitoring and troubleshooting, computer processing for batch and on-
line systems, data storage, system updates, and output management.
Includes activities normally associated with the daily running of a computer
center.
Objectives
To efficiently manage and utilize the equipment located in the City's computer
rooms. These activities include the management of consumables, system
input and output, storage management, security and system updates, system
backups, power, etc. The goal of Operations is to provide trouble-free, well -
coordinated, on -schedule production operations within the City IT Division.
Requirements
Typical functions include but are not limited to:
Within the City's IT operational environment:
Design, install and manage all servers stems used to deploy technology
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5.3.3 b. Business Application /Database Management
services to the City including managing and monitoring workload
processes across all platforms and recommending changes to make
Definition
systems more efficient or robust.
Manage after hours support calls and respond per defined process.
Provide technical support and coordinate maintenance services for
equipment used within the IT infrastructure.
Support computer room operations (e.g. systems monitoring, Incident
Objectives
diagnostics, troubleshooting, resolution and escalation, security
management; and capacity planning/analysis).
Provide UPS's, data backup and restoration services.
Deploy and manage servers, storage devices and peripherals.
Requirements
Deploy updates and security patching and identify and report system or
business application problems.
Perform job scheduling and execution on appropriate systems, reporting
and resolution activities.
Interface with vendors to update and troubleshoot server system issues.
Interface with vendors or other 3rd parties to complete requested system
integrations or other setups.
Maintain, manage and document the storage network, media library and
media management system.
Metrics
Final measurements and targets subject to contract negotiation
System Availability
Percentage of time servers are available for use during scheduled uptime.
Provider tracks any downtime. Planned outages are not included in the
availability calculation.
Hours of Availability
24x7x365 excluding planned maintenance outages
Measurement Period
Monthly
Algorithm
((Total hours of scheduled availability — downtime) / total hours of schedule
availability) * 100
Note: Each server will be tracked separately, but combined for an overall
availability percentage target.
Target
99.5%
5.3.3 b. Business Application /Database Management
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Business Application / Database management is the activity associated with
the support and maintenance of existing and future business applications
Definition
/ databases. These activities include managing business applications
system and data, performance, recovery and integrity. All data sets residing
on City storage devices (tape or disk) whether owned by the City or an outside
agency.
To maintain and secure all City applications / databases in a fashion that they
Objectives
are available and perform efficiently, conserve physical space, are secure, are
properly backed up and can be restored in case of an emergency.
Typical functions include but are not limited to:
Provide business application support of 3rd party systems in support of
Requirements
departments.
Provide security administration for all data bases.
Monitor data bases for breaches and potential breaches in data security
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5.3.3 c. Capacity and Performance Management
Definition
policy and procedure.
Create or refresh development and test databases from production data.
Execute database creation, configuration, upgrades, and patches.
Execute all schema changes for all instances.
Execute database data definition requirements for applications.
Maintain documentation of database parameters and system settings for
all database instances.
Objective
Define and execute database performance, log management and tuning
scripts and keep databases running at optimal performance for the City's
workload.
Requirements
Implement and administer appropriate database management tools
across all database instances.
Provide technical assistance to third -party contractors for troubleshooting,
integrations and upgrades
Open, track, and manage to resolution all database problems.
Provide database storage management.
Execute the City's database backup and recovery policies.
Support of application and web services associated to business
applications.
Support desktop configurations and software associated to business
applications.
Insure backups include all business applications ands stems.
Metrics
Final measurements and targets subject to contract negotiation
Backups are required for all production systems and that there is the ability to
Backups
restore and recover on demand. Percentage of time all back-ups are
completed successfully. Back-ups must be verified for successful completion
and re -run if incorrect.
Hours of Availability
24x7x365 excluding planned maintenance outages
Measurement Period
Quarterly
Algorithm
((Total backups — Failed backups) / Total backups)*100%
Target
95% for production backups
5.3.3 c. Capacity and Performance Management
Definition
Capacity Management is the activity associated with ensuring that the
capacity of the IT infrastructure matches the evolving demands of City business
in a cost-effective and timely manner. Performance Management is the activity
associated with tuning the IT Infrastructure components for optimal
performance. Technology infrastructure components include, but are not
limited to, virtual infrastructure, servers, routers, communications circuits,
switches, and disk storage devices.
Objective
Monitor and continuously improve the performance and throughput of
infrastructure components based on current demands and future
requirements.
Requirements
Typical functions include but are not limited to:
Define, develop and implement tools that allow for effective capacity
monitoring/trending of IT infrastructure components.
Assess capacity impacts when adding, removing or modifying
applications.
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5.3.3 c. Disaster Recovery
Definition
Monitor IT resource usage to enable proactive identification of capacity
and performance issues.
Objectives
Capture trending information and forecast future City capacity
requirements.
Assess incidents/problems related to throughput performance.
Recommend changes to capacity to improve service performance.
Assess impact, risk and cost of capacity and performance changes.
Conduct capacity and performance planning activities that incorporate all
systems, sub -systems, software, workload balancing, and resource
allocation.
Monitor and manage capacity within all systems to maximize performance
Requirements
and efficiency and to minimize service disruptions.
Metrics
Final measurements and targets subject to contract negotiation
Capacity Analysis and
As part of the annual City Capital Improvement Budget process, develop an
Forecast Report
annual Capacity and Performance Analysis/Utilization/Forecast Report that
details the current state of resource use and consumption as compared with
industry standards. The report will be used as justification for new or additional
resources based on industry technology advancements and will serve as
notice of pending operational issues in advance of system degradation.
Hours of Availability
N/A
Measurement Period
Annual
Algorithm
The report is due each January as part of the annual IT Department's Budget
submission to City management.
Target
100%
5.3.3 c. Disaster Recovery
Definition
Disaster Recovery (DR) encompasses all services, assets and facilities
necessary to meet the City requirements for business continuity.
Objectives
Provide technology disaster recovery capabilities in the event of an unplanned
situation which renders the computing infrastructure inoperable.
Typical functions include but are not limited to:
Recommend best practices for IT Service Continuity and Disaster
Recovery strategies, maintain DR policies and procedures.
Create and/or maintain the Disaster Recovery (DR) plan.
Produce, at the start of each fiscal year, a revised DR Plan to continually
meet City Business Continuity objectives and update IT Document
Catalog.
Requirements
Perform a yearly DR test.
Perform corrective action identified during the DR test and provide
ongoing status until complete.
Maintain and document requirements for off-site data storage.
Provide secure offsite storage for designated media and transport media
to offsite location as required.
Ensure archived data is available for use in disaster recovery operations.
Execute actual DR procedures when directed by the City.
Metrics
Final measurements and targets subject to contract negotiation
Disaster Recovery
Semi-annual test of the Disaster Recovery Plan and subsequent modifications
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Plan Testing
to the DR Plan to reflect test results.
Hours of Availability
Recovery capability 365 days/year.
Measurement Period
Semi-annual
Algorithm
Provider submits testing results and any corrections noted during the test of a
major portion of DR plan.
Target
100% testing complete and deficiencies corrected
5.3.4 a. Email / Messaging / Conferencing
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Email pertains to all the hardware and software components needed to
maintain and support electronic mail (Email) including filtering, routing, etc.
The Email system is based on Microsoft Exchange and includes Email
account management, Exchange software updating and support,
management of Email server resources, server capacity analysis and
consolidation required to deliver email to users both inside and outside the
Definition
network using Outlook Web Access.
Messaging is a comprehensive system of instant messaging and video
conferencing based on Microsoft Lync and all components required to deliver
services to users internal to the network and on Microsoft mobile devices
outside the network.
Conferencing is based on Microsoft Lync and includes all server and user
components required to deliver conferencing content to users.
All Email, Unified Messaging and Conferencing applications will be maintained
Objective
to within one version of the current released product. The Exchange and Lync
servers will be patched and updated as needed to ensure continuous reliable
transport of Email and Communications to and from City users.
Typical functions include but are not limited to:
Assist in production and update of associated operational policies and
procedures.
Produce recommendations for Exchange and Lync application standards.
Design, test and implement approved updates and patches to Email,
Messaging and Conferencing Services.
Implement approved backup/recovery procedures.
Requirements
Implement and maintain Email retention policies.
Manage Email Services to meet operational needs.
Manage Exchange application, Outlook Web Access, ActiveSync and
Lync messaging components.
Maintain Email and other associated accounts for users.
Maintain Email Services to Minimum Service Levels.
Protect against SPAM and malicious software.
Support secure remote access to Email resources to authorized users.
Metrics
Final measurements and targets subject to contract negotiation
Response Time
Length of time Exchange system and network transmits and processes
request and returns data to user's computer screen.
Hours of Availability
24x7x365, excluding planned outages
Measurement Period
Monthly
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Algorithm
Test transactions will be sent to/from 50% internal and 50% external mail
Definition
servers once per hour between 8:OOAM and 5:OOPM, Monday through Friday.
Transaction (10) * Number of test days in the month/Total number of possible
transactions
Target
99% of email delivered within 3 minutes
5.3.4 b. Telephone Services
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Telephone system support includes management of the Microsoft Lync
Definition
telephone system, switches, desktop sets, FAX machines, cell phones,
voicemail, analog telephone lines, DID telephone numbers and
communications lines that make up the City's phone system.
Telephone system support are the activities associated with the day-to-day
management of the City's voice communications including:
Telephone and associated systems management and troubleshooting
(performance, incident, move/add/change, and capacity monitoring)
Implementation and management of a system that gathers usage
statistics
Components
Working with public carriers and other circuit providers to perform
operational activities
Maintaining all components of the telephone systems (e.g., hardware,
software, programming, lines, DIDs, etc.)
Managing switch configurations, voicemail configuration, and handset
configuration.
Cell phone and mobile device setup and troubleshooting.
Telephone system support includes the effective operation of the City's
telephone and voicemail systems through the use of a multi -layered
Objective
communications structure. Telephone system support provides the resources
necessary to ensure the City's voice services are well-designed, scalable,
efficient, and economical.
Typical functions include but are not limited to:
Document phone switch configuration including line, DID, and trunk
schemas
Manage the performance of public carriers (and other Third Parties) to
meet defined schedules and project plans
Maintain telephone device's operating systems software and firmware
Manage telephone set moves/adds/changes
Maintain accurate telephone directory listings
Develop and document in the Procedures Manual Telephone Systems
Requirements
Monitoring/Reporting, Incident management, and Operations procedures
Troubleshoot basic problems users experience with telephones, cell
phones and/or voicemail
Backup the configuration of the phone switch and voicemail systems
Provide technical support and coordinate maintenance services for
telephone equipment serviced by either the manufacturer or any third party
providers
Conduct technical reviews and provide recommendations for
improvements to the telephone system that increase efficiency and
effectiveness and reduce costs.
Metrics
Final measurements and targets subject to contract negotiation
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Telephone System
Availability
Availability is the amount of time all systems are available for use during City
work hours. Planned outages are excluded from the availability calculation.
Hours of Availability
24x7x365, excluding planned outages
Measurement Period
Quarterly
Algorithm
((Total telephone server availability in minutes — total planned outage minutes)
/ total available minutes) * 100
Target
99%
5.3.5 a. Network Management
Definition
Network Management includes all Local Area Network (LAN) and Wide Area
Network (WAN) management to include all network connections as well as
point to point, frame relay, dedicated Internet connections, broadband, VPNs
and wireless technologies.. Network Management also includes the
management of all LAN devices and traffic. In addition, Data Network
management includes Virtual Private Network (VPN) services for the
management of remote users to connecting to the City's network over the
public Internet. Network management includes the management if
wireless access points and other wireless technology and devices.
Objectives
Network Management provides the effective operation of the City's
technical infrastructure through the use of layer 2 and 3 infrastructure
components. Network Management services provide the resources
necessary to ensure the City's network is well-designed, scalable,
efficient, and economical.
The activities associated with the day-to-day management of the City's
communications network including:
Network systems management and troubleshooting (performance, Incident,
change and capacity monitoring).
Bandwidth management, tracking and reporting
Usage statistics, device uptime tracking and warning and website filtering
Working with public carriers and other circuit providers to perform
operational activities.
Managing router configurations, firewalls, wireless devices and controllers.
Manage subnets and internal and external Internet Protocol (IP)
addresses
Manage City cabling needs
Requirements
Typical functions include but are not limited to:
Configure WAN/LAN (hardware, software) prior to installation.
Document router, switches and wireless device configuration files and IP
addressing schemas.
Manage the performance of public carriers (and other Third Parties) to
meet defined schedules and project plans.
Maintain Network devices operating systems software and firmware.
Manage file transfers, encryption and other secure data movement
activities.
Maintain IP addressing schemes, router configurations, routing tables,
VPN configurations, wireless configuration, etc.
Develop and document in the Procedures Manual Data Network
Monitoring/Reporting, Incident management, and Operations procedures,
Implement tools for monitoring Network devices and traffic.
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5.3.5 b. Network Security
Definition
Install, test, and provide technical support, administration and security
administration for Remote Access hardware and software.
Provide technical assistance and subject matter expertise as required by
City infrastructure staff and third -party solution providers for products and
solutions.
Recommend WAN/LAN/VPN/Wireless/Firewall/Switching requirements
and standards based on industry best practices.
Support all infrastructure software computer -processing services (e.g.
messaging, Internet, Intranet and Extranet).
Prepare and provide Network design, engineering, security plans and
schedules to support new and enhanced applications, architectures and
Requirements
standards based on established procedures.
Metrics
Final measurements and targets subject to contract negotiation
Transaction Response
Length of time host systems and networks transmit and process requests
Time
across the LAN and WAN and return data to end user's screen
Hours of Availability
24x7x365 excluding planned maintenance outages.
Measurement Period
Monthly
Algorithm
Test ping transactions will be sent to an endpoint selected at random. This will
be repeated 10 times, and the average response time of the 10 transactions
will be recorded. Note: Contractor will work with City of refine test environment
and criteria.
Will be repeated at random times. Within 5 days of the end of the month:
(sum of test averages / number of samples) = total response time
Target
95% total response time within 2 second
5.3.5 b. Network Security
Definition
Data Security pertains to the processes and hardware/software assets used to
protect the network, all data attached to the network or flowing through it or
connected to the network. Network and Data Security allows day-to-day
business operations to function safely and securely and allows City or outside
users to perform only the actions that have been allowed. Services provided
within this component include, protection from unauthorized devices, firewall
services, intrusion detection, security monitoring, security architecture, data
protection, and prevention of malicious code from entering the network.
Typical functions include but are not limited to:
Design, test and implement plans to secure network attached devices.
Design, test and implement approved firewall policies.
Requirements
Design and implement approved policies for security vulnerability &
penetration testing.
Implement systems or procedures that allow for effective log management
and Intrusion Prevention Detection.
Design, test and implement updates or patches approved for Security
assets.
Provide support for all Security assets.
Provide reporting on security testing results including required PCI
security testing
Identify and remove from the Network any malicious -code and/or devices.
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5.3.6 a. Web Site Support
Web support of the City's hosted public facing web presence, internal City-
wide intranet (SharePoint), and any website technologies used by City
Definition business systems. The City's web site is http://www.rpv.com, planned change
to http://www.rpvca.aov in early 2015. The City's Intranet is //sharepoint, there
are several business applications that use Java and Silverli ht enabled website
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Identify and provide countermeasures for malicious code attacks.
Provide technical expertise for security audits.
Provide fraud prevention, detection and reporting.
Conduct security vulnerability scans and penetration testing.
Provide ongoing recommendations for improved Security.
Cooperate with third party for testing Security Vulnerability & Penetration.
Provide reporting on Security Vulnerability & Penetration testing results.
Document Security procedures requirements, standards, procedures and
policies, including regulatory requirements.
Provide Security plan and conforming IT Infrastructure components based
on Security requirements, standards, procedures, policies and the City's
Federal, State, and local requirements and risks.
Establish and implement security profiles based on security policies.
Recommend security analysis and monitoring products.
Report Security violations to the City.
Assist in investigating and resolving Security violations as requested.
Resolve Security violations that originate outside of the hosted network(s)
(e.g., denial of service attacks, spoofing, and Web exploits).
Review all Security patches relevant to the IT environment and classify the
need and speed in which the Security patches should be installed, as
defined by Security policies.
Install Security patches.
Metrics
Final measurements and targets subject to contract negotiation
Security Plan
Maintain a comprehensive Security Management plan that details the steps to
be taken to protect the City computing assets and electronic data accessed
and stored by the City. An annual update will ensure that the plan conforms to
the on-going changes in the technical architecture.
Hours of Availability
N/A
Measurement Period
Annual presentation of proposed updates to City.
Algorithm
Presentation of report will be within 30 days after the start of each calendar
year.
Target
100%
Vulnerability Test
Completion of a network vulnerability or security assessment by an
independent contractor to evaluate the risk of unauthorized network
penetration.
Hours of Availability
N/A
Measurement Period
Annual
Algorithm
No "critical" vulnerabilities noted.
Target
100%
5.3.6 a. Web Site Support
Web support of the City's hosted public facing web presence, internal City-
wide intranet (SharePoint), and any website technologies used by City
Definition business systems. The City's web site is http://www.rpv.com, planned change
to http://www.rpvca.aov in early 2015. The City's Intranet is //sharepoint, there
are several business applications that use Java and Silverli ht enabled website
January 14, 2015
Page 47 of 110
January 14, 2015
Page 48 of 110
interfaces. Support for Granicus website streaming for City Council meetings
scheduled for implementation early 2015.
Objectives
Integrate business applications, streamline processes, and leverage the latest
web technologies to benefit the City and the citizens of Rancho Palos Verdes.
Typical functions include but are not limited to:
Provide administrative support of web operations, maintenance, and
development with third party vendor.
Provide technical consultation and coordination for departmental web
Requirements
projects, interfaces and initiatives.
Assist with graphics and other updates to web based applications of a
technical nature,
Assist with web based forms, epayment solutions, CRM solutions and
other methods of interacting with residents.
Metrics
Final measurements and targets subject to contract negotiation
Assistance Requests
Web assistance requests include all web technology upgrade, integration
or assistance requests that are able to be completed.
Hours of Availability
24x7x365, excluding planned outages
Measurement Period
Monthly
As tracked in the help desk solution ((Total website help desk requests that
Algorithm
did not miss the completion time target per priority)/Total website help desk
requests) * 100
Target
90%
January 14, 2015
Page 48 of 110
6 ADMINISTRATIVE ELEMENTS
6.1 Collusion
By submitting a response to the RFP, each Proposer represents and warrants that its
response is genuine and made in the interest of or on behalf of any person not named
therein; that the Proposer has not directly induced or solicited any other person to
submit a sham response or any other person to refrain from submitting a response; and
that the Proposer has not in any manner sought collusion to secure any improper
advantage over any other person submitting a response. Refer to Section 4.10.
6.2 Gratuities
No person will offer, give or agree to give any City employee or its representatives any
gratuity, discount or offer of employment in connection with the award of contract by the
City. No City employee or its representatives will solicit, demand, accept or agree to
accept from any other person a gratuity, discount or offer of employment in connection
with a City contract.
6.3 Required Review and Waiver of Objections by Proposers
Proposers should carefully review this RFP and all attachments, including but not limited
to the Standard Contract, for comments, questions, defects, objections, or any other
matter requiring clarification or correction (collectively called "comments"). Comments
concerning RFP objections must be made in writing and received by the City no later
than the Deadline for Written Comments detailed in the Table 1, RFP Schedule of
Events. This will allow issuance of any necessary amendments and help prevent the
opening of defective proposals upon which contract award could not be made.
Protests based on any objection will be considered waived and invalid if these faults
have not been brought to the attention of the City, in writing, by the Deadline for Written
Comments.
6.4 Proposal Withdrawal
To withdraw a proposal, the Proposer must submit a written request, signed by an
authorized representative, to the RFP Coordinator. After withdrawing a previously
submitted proposal, the Proposer may submit another proposal at any time up to the
deadline for submitting proposals.
6.5 Proposal Errors
Proposers are liable for all errors or omissions contained in their proposals. Proposers
will not be allowed to alter proposal documents after the deadline for submitting a
proposal.
6.6 Incorrect Proposal Information
If the City determines that a Proposer has provided, for consideration in the evaluation
process or contract negotiations, incorrect information which the Proposer knew or
should have known was materially incorrect, that proposal will be determined non-
responsive, and the proposal will be rejected.
January 14, 2015
Page 49 of 110
6.7 Prohibition of Proposer Terms and Conditions
A Proposer may not submit the Proposer's own contract terms and conditions in a
response to this RFP. If a proposal contains such terms and conditions, the City, at its
sole discretion, may determine the proposal to be a nonresponsive counteroffer, and the
proposal may be rejected.
6.8 Assignment and Subcontracting
The Contractor may not subcontract, transfer, or assign any portion of the contract
without prior, written approval from the City. Each subcontractor must be approved in
writing by the City. The substitution of one subcontractor for another may be made only
at the discretion of the City and with prior, written approval from the City.
Notwithstanding the use of approved subcontractors, the Proposer, if awarded a
contract under this RFP, will be the prime contractor and will be responsible for all work
performed and will responsible for all costs to subcontractors for services provided by
the Proposer. If Proposers plan to utilize Subcontractors, Proposers must identify the
Subcontractors and summarize their scope of work. In addition, throughout the proposal,
a Proposer must identify any task and/or deliverable to be completed by Subcontractors
and describe their role in accordance with the requirements.
The Proposer is prohibited from performing any work associated with this RFP or using
subcontractors for any service associated with this RFP offshore (outside the United
States).
6.9 Right to Refuse Personnel
The City reserves the right to refuse, at its sole discretion, any subcontractors or any
personnel provided by the prime contractor or its subcontractors. The City reserves the
right to interview and approve all Proposers' staff prior to assignment to the City.
Proposer's staff may be subject to the City's background and drug testing processes at
any time. All Proposers' staff must be eligible to work in the United States and be
subject to E -verify or similar employment eligibility service.
The City reserves the right to refuse or request that new staff be assigned to work at the
City location at the sole digression of the City, with reasons given in writing to Proposer.
6.10 Proposal of Alternate Services
Proposals of alternate services (i.e., proposals that offer something different from that
requested by the RFP) may be considered nonresponsive and rejected.
6.11 Proposal of Additional Services
If a Proposer indicates an offer of services in addition to those required by and
described in this RFP, these additional services will be considered in review of the RFP
and may be added to the contract before contract signing at the sole discretion of the
City.
The cost for any such additional services must be presented separately as described in
Section 4.9.
January 14, 2015
Page 50 of 110
6.12 Licensure
Before a contract pursuant to this RFP is signed, the Proposer must hold all necessary,
applicable business and professional licenses. The City may require any or all
Proposers to submit evidence of proper licensure.
6.13 Conflict of Interest and Proposal Restrictions
By submitting a response to the RFP, the Proposer certifies that no amount will be paid
directly or indirectly to an employee or official of the City of Rancho Palos Verdes as
wages, compensation, or gifts in exchange for acting as an officer, agent, employee,
subcontractor, or consultant to the Proposer in connection with the procurement under
this RFP.
Notwithstanding this restriction, nothing in this RFP will be construed to prohibit another
governmental entity from making a proposal, being considered for award, or being
awarded a contract under this RFP.
6.14 Right of Rejection
The City reserves the right, at its sole discretion, to reject any and all proposals or to
cancel this RFP in its entirety.
Any proposal received which does not meet the requirements of this RFP may be
considered to be nonresponsive, and the proposal may be rejected. Proposers must
comply with all of the terms of this RFP and all applicable State and City laws and
regulations. The City may reject any proposal that does not comply with all of the terms,
conditions, and performance requirements of this RFP.
Proposers may not restrict the rights of the City or otherwise qualify their proposals. If a
Proposer does so, the City may determine the proposal to be a nonresponsive
counteroffer, and the proposal may be rejected.
The City reserves the right, at its sole discretion, to waive variances in technical
proposals provided such action is in the best interest of the City. Where the City waives
minor variances in proposals, such waiver does not modify the RFP requirements or
excuse the Proposer from full compliance with the RFP. Notwithstanding any minor
variance, the City may hold any Proposer to strict compliance with the RFP.
6.15 Disclosure of Proposal Contents
All proposals and other materials submitted in response to this RFP procurement
process become the property of the City of Rancho Palos Verdes. Selection or rejection
of a proposal does not affect this right. All proposal information, including detailed price
and cost information, will be held in confidence during the evaluation process. Upon the
completion of the evaluation of proposals, the proposals and associated materials will be
open for review by the public to the extent required by the California Public Records
Act, (Government Code Section 6250-6270 and 6275-6276.48). By submitting a
proposal, the Proposer acknowledges and accepts that the contents of the proposal and
associated documents will become open to public inspection.
January 14, 2015
Page 51 of 110
6.16 Proprietary Information
The master copy of each proposal will be retained for official files and will become public
record after the award of a contract unless the proposal or specific parts of the proposal
can be shown to be exempt by law (Government code §6276). Each Proposer may
clearly label part of a proposal as "CONFIDENTIAL" if the Proposer thereby agrees to
indemnify and defend the City for honoring such a designation. The failure to so label
any information that is released by the City will constitute a complete waiver of all claims
for damages caused by any release of the information. If a public records request for
labeled information is received by the City, the City will notify the Proposer of the
request and delay access to the material until seven business days after notification to
the Proposer. Within that time delay, it will be the duty of the Proposer to act in
protection of its labeled information. Failure to so act will constitute a complete waiver.
6.17 Severability
If any provision of this RFP is declared by a court to be illegal or in conflict with any law,
the validity of the remaining terms and provisions will not be affected; and, the rights and
obligations of the City and Proposers will be construed and enforced as if the RFP did
not contain the particular provision held to be invalid.
6.18 RFP and Proposal Incorporated into Final Contract
This RFP and the successful proposal will be incorporated into the final contract.
6.19 Proposal Amendment
The City will not accept any amendments, revisions, or alterations to proposals after the
deadline for proposal submittal unless such is formally requested, in writing, by the City.
6.20 Consultant Participation
The City reserves the right to share with any consultant of its choosing this RFP and
proposal responses in order to secure a second option. The City may also invite said
consultant to participate in the Proposal Evaluation process.
6.21 Rights of the City
The City reserves the right to:
■ Make the selection based on its sole discretion
■ Reject any and all proposals
■ Issue subsequent Requests for Proposals
■ Postpone opening proposals if necessary for any reason
■ Remedy errors in the Request for Proposal process
■ Approve or disapprove the use of particular subcontractors
■ Negotiate with any, all, or none of the Proposers
■ Accept other than the lowest offer
■ Waive informalities and irregularities in the proposals
■ Enter into an agreement with another Proposer in the event the originally
selected Proposer defaults or fails to execute an agreement with the City
January 14, 2015
Page 52 of 110
An agreement will not be binding or valid with the City unless and until it is
approved by the City Council and executed by authorized representatives of the
City and of the Proposer
January 14, 2015
Page 53 of 110
Appendix A Network Diagrams
Diagram 1 — Network Overview
Community
City. Hall N-lain BuildingADevelopment
'tIII 1AB
Upper Floor
2A&
PVNET
SeReer Room 1x24
Lover
1x24?
Llqe��
2AS PVNETAnnex
1x24
,a
V erizo n Ro o m RPV TV
1x24
Verizon L Flk0S PLIC Ryan Park
150MBS /7 SeReer Room
1x24
1x24
Windstream Hesse Park
Voice T1 & 1A8
Dual Data T1
NEI T 1!! & 10E
Cat 6 r3ber a L10 15
SMSW12SFzber
1afF0,I:gFibu
Diagram 1 — Network Overview
January 14, 2015 Page 54 of 110
229
Diagram 2 — VOW Microsoft Lync Voice System
The City uses Microsoft Lync Unified Communications System for VOIP phone call
management and voice messaging. The City has a current warranty and support
provider but expects that the selected Service Provider would takeover that roll. The
City uses both Aastra and Polycom telephones as well as conference room telephones.
The City has 250 DID telephone lines provided by WindStream over a T1 circuit that
terminates in the City Hall "Verizon Room". There are City owned cell phones used by
field personnel as well as analog fax, alarm and emergency telephone lines throughout
the buildings. BYOD access is available to users with email provided using Microsoft
Exchange ActiveSync and Lync.
City of Rancho Palos Verdes
Microsoft Lync Voice Deployment
January 14, 2015
Diagram 2 - VOIP Microsoft Lync Voice System
Page 55 of 110
SaL Backend Cluster
Lync Monitoring
Archiving Server
Exchange 'UM Servers
pC SPS Pt
Proxy Lyne Enterprise PaW
Diagram 2 - VOIP Microsoft Lync Voice System
Page 55 of 110
Diagram 3 — SAN and Virtual Cluster
The City has a Dell virtual cluster consisting of 3 Dell R710 servers and an Equilogic
SAN. The SAN is nearing capacity has purchased a Nimble CS215 which will be in
place by the time this RFP is released. Two Dell 6224 switches with 4 teamed 1 gig
copper connections provide redundant connectivity to the current Dell SAN as depicted
in the diagram below.
City of Rancho Palos Verdes
SAN Deployment
Diagram 3 - SAN and Virtual Cluster
Note - At the time of this writing the second Nimble CS215 SAN
has not been installed and is not included on this diagram.
January 14, 2015
Page 56 of 110
Appendix B Servers
January 14, 2015
Page 57 of 110
Purpose..
Descriptive
Microsoft VM
Windows 2008 R2
The cluster is designed with three servers able to
Cluster
virtual cluster
be recovered onto two servers should one of the
consisting of (3) three
servers fail.
PowerEdge R710
The cluster is licensed with Windows Server
servers, (2) two
PowerConnect 6224
Datacenter licenses and currently includes
Switches, (2)
approximately thirty (30) virtual machines. Plans
PowerConnect N3024
and funding are in place to upgrade the Server
Switches and (1) one
Hardware and Operating Systems to Windows
P6000E storage
Server 2012 R2 in FY2014-15, and upgrade the
SAN in FY2015-16.
array.
2
Sungard
IBM "i" series AS400
Housing legacy financial system modules, funded
"Naviline"
and in implementation phase to upgrade to Tyler
Accounting and
"Munis" SaaS system in FY2014-15. The CITY
Finance System
has a maintenance contract with the vendor for
software updates and support.
3
Accela Tidemark
On Virtual Cluster
A new permits and planning system is funded and
Planning System
(see #1)
planned to be upgraded from its current virtual
"Munis"
server to a new Tyler SaaS system linked
to GIS in FY 2014-15. The CITY has a
maintenance contract with the vendor for
software updates and support.
4
Laserfiche
On Virtual Cluster
Laserfiche document management system
Document
(see #1)
designed with capacity to store the critical City
Management
documents electronically including Weblink web
functionality The CITY has a maintenance
contract with a third party vendor, ECS, for
support.
5
Microsoft
On Virtual Cluster
Microsoft Lync 2013 Unified Communications,
Telephone and
(see #1)
telephone and messaging system, and Cisco
Messaging
Voice Gateway hardware. The CITY currently
System
contracts maintenance with a third party vendor,
NexuslS.
6
Microsoft
On Virtual Cluster
Exchange 2013 email system including Outlook
Exchange
(see #1)
Web Access.
7
Infrastructure: 2
On Virtual Cluster
Microsoft infrastructure components including
Domain
(see #1)
Active Directory, DNS, DHCP, and DFS.
Controllers
8
Backup Server
On Virtual Cluster
Backup server using Microsoft System Center
(see #1)
Data Protection Manager 2012 Backup and
Recovery software, backups made continuously
and offsite backup rotations performed weekly
and stored offsite by Iron Mountain.
9
Microsoft
On Virtual Cluster
Microsoft SharePoint 2012 intranet server.
SharePoint
(see #1)
10
Network
On Virtual Cluster
WSUS and Microsoft SCCM 2012 R2 system
Management
(see #1)
management. Solar Winds and Dell
January 14, 2015
Page 57 of 110
The server room is protected by Uninterruptable Power Supplies
City equipment from power outage for a minimum of 1/2 hour
generator sized to provide full power to City Hall indefinitely. Thi
Public Works.
January 14, 2015
(UPS's) capable of protecting
and the City owned power
s system is tested monthly by
Page 58 of 110
Purpose
..-
Descriptive
Server, SCCM
OpenManage.
2012
11
GIS Server
On Virtual Cluster
Hosting ESRI ArcGIS 9. To be upgraded to
(see #1)
ArcGIS 10 and Geocortex viewer.
12
Application
On Virtual Cluster
Minor application servers such as Cougar
Servers
(see #1)
Mountain "Denali", FTP server, etc.
13
File and Print
On Virtual Cluster
Other standard file and print servers.
Servers
(see #1)
The server room is protected by Uninterruptable Power Supplies
City equipment from power outage for a minimum of 1/2 hour
generator sized to provide full power to City Hall indefinitely. Thi
Public Works.
January 14, 2015
(UPS's) capable of protecting
and the City owned power
s system is tested monthly by
Page 58 of 110
Appendix C Printer, Copiers, Peripherals Inventory
Name/Type/Model Brand Department / Location
1 Canon 5235 Canon Recreation and Parks, Copier Room
2
Canon C5235 PVIC
Canon
PVIC, Studio
3
Canon D1100 Series
Hesse Park, Office
4
Canon D1100 Series Fax
Hesse Park, Fax
5
CDD HP LaserJet M401 do
Community Development, LezaM
6
CH CDD Canon 7270
Community Development, Copier Room
7
CH CDD Canon D1315
Canon
Community Development, Planning Desk
8
CH Community Room Canon 5975
Public Works, Community Room EOC
9
CH F&IT Info Print 1222
Ricoh
Finance, Hallway
10
CH PW HP3005D
Canon
Public Works, CDGB
11
CH RP HP400
HP
Recreation and Parks, CoryL
12
HP2200
HP
Recreation and Parks, MonaD
13
HP CM2320fxi
HP
Community Development, Cashiering
14
HP Designjet T2300ps PS3 (plotter)
HP
Public Works, Hallway
15
HP400 Color M451dn
HP
City Manager, CarolynL
16
HP2100a
HP
City Manager, CarolynnP
17
HP2200d
HP
PVIC, Manager
18
HP2300b
HP
Finance, Janel
19
HP2300dtn c
HP
Recreation and Parks, TracyB
20
HP2450d
HP
Finance, LindaD
21
HP3005
HP
Recreation and Parks, Reception
22
HP3700
HP
Community Development, Copier Room
23
HP3700n
HP
PVIC, Library
24
HP4240
HP
Finance, SelenaW
25
HP4240b
HP
Community Development, Counter
26
HP4250N
HP
City Clerk, TeriT
27
HP430ON
HP
Community Development, Sandral
28
HP4300tn
HP
Public Works, LaurenR
29
HP4650a
HP
Administration, Hallway
30
HP5000
HP
Public Works, PamM
31
HP8100
HP
Public Works, Reception
32
HP8100-RPNn12
HP
Community Development, AmyT
33
HPOfficeJet7210
HP
PVIC, Docent
January 14, 2015 Page 59 of 110
OQA
L V I
Name/Type/Model Bra-..
34 HPP3010 HP City Clerk, LornaC
35
OCE CM3522 CDD
Canon
Community Development, Copier Room
36
OCE CM3522 CDD FAX
Canon
Community Development, FAX
37
OCE CM3522 Public Works
Canon
Public Works, Hallway
38
OCE CM3522 Public Works FAX
Canon
Public Works, Hallway
39
OCE VarioPrint 2075 Admin
Canon
Administration, Copier Room
40
OCE VarioPrint 2075 CDD
Canon
Community Development, Copier Room
42
PVIC DianaM HP2200
HP
PVIC, DianaM
43
PVIC Stock Room HP2200
HP
PVIC, Stock Room
44
T353 Bulkfolder
Bitney
Bows
Finance, Hallway
45
WJ150 Mail System
Hasler
Finance, Hallway
The City has several enterprise copiers throughout the organization that provides scanning and
printing functionality and maintains a manufacturer repair agreement for maintenance and
supplies. There are also several other printers located strategically throughout the City
organization as needed to improve efficiency and strategic functionality. Printer minimum
specifications are dictated by the IT Manager or his or her designee, and locations are chosen
in coordination with Department Directors.
Rancho Palos Verdes - Scanners
Type/Model Brand De..
1 Scanjet5590 HP Recreation and Parks
2 Fi-4340C
Fujitsu Finance & IT
3 Fi-4340C
Fujitsu Annex
4 Fi-4340C
Fujitsu Finance
5 KV-S5055C-V
Panasonic City Clerk
6 KV-S1045C
Panasonic City Clerk
The City also owns several other specialized types of equipment such as conference room
presentation equipment, smart boards, projectors, microfiche scanner; blueprint plotter and
scanner, document scanners, cameras, etc.
ModelRancho Palos Verdes AN and Misc Equipment
Make Oty
NEC M300XS Projector 2
2 NEC M300WS Projector 1
T31
Yamaha RX797 Audio Receiver 1
January 14, 2015 Page 60 of 110
lr_ww
Rancho Palos Verdes AN and Misc Equipment
Make Model
4
?
DirectTV Receiver
1
5
RCA
DRC8335 VHS/DVD Player
1
6
Smart
Cats -XT -1100 USB Extender
2
7
TrendNet
TEW-638APB Access Point
6
8
Astra
6725ip VOIP Phone
12
9
APC
BackUPS Pro1000
6
10
APC
SmartUPS 1500XLM
1
11
Dell
AX510 Monitor
12
12
?
Computer
6
13
Smart
SmartBoard
1
14
Monoprice
1x4 HDMI Splitter
1
15
Smart
SmartBoard
1
16
Smart
UF75w Projector
1
17
LG
42CH300C Display
1
18
Panasonic
DMP-BD70V Blue -ray Player
1
19
Polycom
CX3000 VOIP conferencing phone
1
20
?
Cat5 HDMI extender
2
21
Smart
Speakers
2
22
?
Computer
1
23
APC
BackUPS Pro1000
1
24
Toshiba
52XV645U Display
1
25
Panasonic
DMP-BD70V Blue -ray Player
1
26
Polycom
CX3000 VOIP conferencing phone
1
27
?
Cat5 HDMI extender
2
28
?
Computer
1
29
APC
BackUPS Pro1000
1
30
Rane
MA6S Multichannel Amp
1
31
Rane
CP64 Audio Processor
1
32
Rane
MLM42 Audio Mixer
2
33
Sennheiser
Wireless Microphone Transmitter
4
34
Epson
G645OWU Projector
1
35
Stewart Filmscreen
Projector Screen
1
36
Stewart Filmscreen
Cima Screen Controller
1
37
?
In Wall Speaker
6
38
Furman
M -8L Power Conditioner
2
39
Rane
ZR1 Zone Remote
2
40
Rane
PR2 Page Remote
1
41
Denon
AVR-E200 Audio Receiver
1
42
Samsung
DVD Player
1
January 14, 2015 Page 61 of 110
Rancho Palos Verdes AN and Misc Equipment
Make Model
43
BrightSign
XD1030 Digital Video Server
2
44
?
TouchPanel Display
1
45
Panasonic
TH-60PF50 Display
1
46
Definiitive
Book Shelf Speakers
4
47
Definiitive
Sub Woofer Speaker
1
48
Panamax
M5100-EX Power Conditioner
1
49
Mackie
1604-VLZ Pro Audio Mixer
1
50
Shure
SCM810 8 channel Microphone Mixer
3
51
Furman
M-81- Power Conditioner
1
52
DBX
1066 Stereo Compressor/Limiter/Gate
1
53
Sennheiser
EW 100 Wireless Microphone Transmitter
1
54
Shure
RKC800E Patch Panel
3
55
CBI
25 Input Audio Snake
1
56
Sensaphone
IMS-4000 Infrastructure Monitoring System
1
57
Sensaphone
Power Failure Sensor
1
58
Sensaphone
Room Temporature Sensor
1
59
TrendNet
TV-IP612P IP Camera
1
60
?
Video Kiosk
1
61
Sony
CDP-CE375 CD Player
1
62
Denon
AVR-1506 Audio Receiver
1
63
HP
LaserJet 2200d Printer
1
64
Canon
ImageClass D880 MFC
1
65
Canon
ImageRunner C5235 MFC
1
66
HP
LaserJet 2200d Printer
1
67
HP
OfficeJet 7210 MFC
1
68
Mikrotek
ScanMaker 4800 Scanner
1
69
HP
LaserJet 3700n Printer
1
70
POSX
XP82000 Customer Display
2
71
Genius
Credit Crad Reader
2
72
Epson
Sales Receipt Printer
2
73
Zebra
LP2824PIus Label Printer
1
74
MetroLogic
Voyager Barcode Scaanner
1
75
Samsung
UN50EH5000FXZA Display
1
76
Panasonic
AG-HVX Camera
1
77
Panasonic
AG-DVX100A Camera
1
78
Panasonic
AG-DVX100B Camera
1
79
?
Teleprompter
1
80
Sony
LMD-202 Display
1
81
Videonics
Digital Video Mixer
1
January 14, 2015 Page 62 of 110
L V I
Rancho Palos Verdes AN and Misc Equipment
Make Model
82
Panasonic
AG-DV2500 DV Recorder
1
83
Apple
21" iMac
1
84
Toshiba
DR430KU DVD Recorder
1
85
Princeton Svr Grp
B3000 Broadcast Server
1
86
Princeton Svr Grp
S3000 Digital Archive Server
1
87
Extron
VSC500 Scan Converter
1
88
NEC
1645V Monitor
1
89
KNOX
RS8x8HB Routing Switcher
1
90
Grass Valley
ADA
1
91
Grass Valley
VDA
1
92
Radiant Comm
VAB705 Transmitter
2
93
Behringer
MDX4600 Dynamic Audio Processor
1
94
Ventura
Transmitter
1
95
IBM
Think Centre Computer
1
96
APC
SmartUPS RT1500
2
97
TOA
DA250F Multichannel Amp
1
98
Rane
MA4 Digital Amp
1
99
Rane
CP64S Audio Processor
1
100
Sennhessier
EW 100 Wireless Microphone Transmitter
4
101
Rane
MCM425 Audio Mixer
1
102
Furman
M-81-x Power Conditioner
1
103
Radiant Comm
VAB705 Transmitter
2
104
JVC
Video Switcher
1
105
JVC
Audio Mixer
1
106
Sony
Display
2
107
Toshiba
PR570 DVD Recorder
2
108
Panasonic
AG 1980 VHS Recorder
1
109
Epson
Home Cinema 3020 Projector
1
110
?
Video Camera
3
111
Stewart Filmscreen
Projector Screen
1
112
?
In Wall Speaker
4
113
APC
SmartUPS 1500XLM
1
114
Kramer
4x1 VS-41 HC HDMI Switcher
1
115
Rane
ZR1 Zone Remote
1
116
Crestron
HDMI Extender
1
117
Crestron
HDMI Extender
1
118
Stewart Filmscreen
Screen Controller
1
119
?
VGA Extender
2
January 14, 2015 Page 63 of 110
Appendix D Personal Computers
No. Computer .-
102 Dell Desktops
7
Dell Laptops
3
Microsoft Surface
1
MAC
113
Total
The City network includes approximately 102 desktop and 7 laptop computers used by staff and
independent contractors to provide City services. Desktop computers' minimum specifications
and manufacturer are regulated by the IT Manager or his or her designee. All desktops are
purchased from a major manufacturer with the manufacturer's warranty; the current provider is
Dell Computers.
All desktop computers currently use Microsoft Windows 7 Operating Systems or newer and
Windows Office 2013 Professional or newer productivity software. The City has a Microsoft
Enterprise Agreement with Software Assurance.
Certain desktop computers have third party programs such as Adobe Photoshop, Ascent for
computer aided drafting ("CAD"), Google Earth Pro, Cognos, Crystal Reports and other
software to improve work productivity.
The City also maintains several laptops and other mobile devices for use by staff and
contractors in order to properly conduct City business and serve residents. Some mobile
devices have 3G and 4G wireless data availability, the City also provides email connectivity to
staff with Outlook Web Access, for City-owned telephones and user "BYOD" devices.
January 14, 2015 Page 64 of 110
Appendix E Business Applications Inventory/Web Services
Functional Area Title Use
Enterprise
1
Finance
ERP
The CITY owns the server and licenses the Sungard
accounting and business license system that runs on a
legacy IBM platform. CITY has retained the
Government Financial Officers Association ("GFOK) to
support the replacement of the current system with an
integrated Enterprise Resource Planning ("ERP")
system Tyler "Munis". The Tyler "Munis" ERP SaaS
(hosted) system includes the following modules:
Financials - Accounting, Cash Management, Contract
Management, Fixed Assets, Project and Grant
Accounting, Purchase Orders, Requisitions;
Revenue - Accounts Receivable, Business License,
Central Property file, General Billing, Maplink GIS
Integration, Permit and Code Enforcement;
Productivity — Citizen Self Service, eProcurement,
Munis Office, Role Tailored Dashboard, Tyler Content
Manager SE, Tyler Forms Processing, Tyler Reporting
Services;
Other — CAFR Statement Builder, Workflow Finance,
Workflow Revenue
2
HR / Payroll
ADP Payroll
CITY utilizes the web -hosted payroll services provided
by ADP to fulfill the CITY's Human Resources and
Payroll needs. ADP is used for timesheets, payroll,
benefits and other HR functions.
3
Business
Sungard
The CITY currently utilizes an online business license
Licensing
Naviline
form integrating with an epayment solution and
Sungard Naviline. CITY plans to implement the Tyler
Munis Business Licensing module in FY 2014-15
4
Code Enforcement
Accela
The CITY currently uses an Accela Tidemark Code
Tidemark
Enforcement system and plans to implement the Tyler
MUNIS Code Enforcement module in FY 2014-15.
5
Community Dev
Building
The CITY currently owns and utilizes the Accela
Permitting
Permits, Code
Tidemark permit tracking system in the Community
Enforcement,
Development Department for managing the building
Inspections
permit process. The system was acquired in 2001 and
is expected to be replaced with the Munis ERP system
module in FY 2014-16.
6
Asset
Fixed Assets
The Public Works department currently handles Asset
Management and
and Work
Management and Work orders manually. The CITY
Work Orders
Orders
plans to acquire Cityworks' automated system ,and it is
Public Works
expected that the Cityworks' Fixed Asset and Work
Order system will be implemented subject to City
Council approval in 2014-15.
January 14, 2015
Page 65 of 110
Functional Area Title Use
7 Project Project Enterprise Project/Work Management ("EPM") Live
Management Management project management —The Public Works Department
Public Works uses "EPM", for project management and plans to
migrate to another system in FT2014-15.
8
Document
Laser Fiche
The Office of the City Clerk uses the Laserfiche
Management
electronic document management system to scan and
secure documents in the organization. CITY utilizes a
specialized Laserfiche contractor for advanced support.
9
Point of Sale
Couger
PVIC uses Cougar Mountain "Denali" software for point -
Mountain
of -sale and inventory management at the PVIC gift
Denali
shop.
10
Facility Rentals
Active.net
The Recreation and Parks department uses the SaaS
and Activities
Activenet system to reserve and manage park facilities.
The system includes a portal that allows residents to
pay for rentals online and the ability to pay with a credit
card at parks facilities.
11
EOC (Incident
Emergency
Current Services Provider developed and grants a
Management)
Management
license to CITY for the use of the Incident Management
System that would be used during an emergency event
that requires deployment of CITY'S Emergency
Operations Center located in the Community Room at
City Hall.
12
IT Inventory
Inventory
The City's Microsoft SCCM 2012 server currently keeps
Management
Management
an up to date hardware and software inventory for
Windows Servers and PC's connected to the network.
13
Parcel Data
CoreLogic
CoreLogic parcel data services is an internet based
annual subscription service that allows CITY staff and
independent contractors to access current parcel
ownership information, including lot parcel shape files,
easements and zoning data.
Web Services
15
Website
City Web
The current City website is a custom coded website
using Cold Fusion. The CITY plans to migrate to a new
website hosting provider (CivicPlus) in early 2015. It
anticipates this transition to be completed prior to start
of new contract.
16
Listserver
Custom
Current Service Provider developed and grants a user
license to CITY for the operation of the Iistsery system
that is used to notify residents and other members of
the public. The listserve will move along with the new
website to CivicPlus.
17
Emergency
Custom
Current Service Provider developed and grants a user
Notification
Breaking News
license to CITY for the operation of these systems,
which are used to send emergency email and text
notifications messages to residents. This system will
move along with the website to CivicPlus.
18
Intranet
SharePoint
The intranet consists of a SharePoint 2013 Server with
January 14, 2015 Page 66 of 110
Functional
Area
Title
Use
sub -sites for each department. Website content is
updated primarily by CITY department staff with
secondary assistance provided by Service Provider.
14
Live and Archived
Granicus
Current Service Provider hosts web streaming, City will
Video Streaming
move to Granicus for live video streaming and archived
access in a hosted solution. Used to stream City and
City Council meetings.
19
GIS
ESRI
Current Service Provider provided the hosted
Geographic Information System ("GIS') services to the
CITY using ESRI 9.x software and LA-RIAC 3 aerial
data and imagery. Service Provider programs data
files and a custom viewer that is owned by the CITY in
the use of the system. In order to gain full ownership
and control over the GIS system, City Council approved
acquisition of ESRI 10.2, LA-RIAC 4 data and imagery
and will migrate all GIS systems from current Service
Provider to CITY servers in FY2014-15.
January 14, 2015
Page 67 of 110
Appendix F Detailed Software Inventory
ProductLicense
Microsoft Silverlight
Microsoft Corporation
5.1
102
Microsoft Office Professional Plus
2013
Microsoft Corporation
15.0
97
Adobe Acrobat XI Pro
Adobe Systems
11.0
93
RealUpgrade 1.1
RealNetworks, Inc.
1.1
91
Microsoft Endpoint Protection
Management Components
Microsoft Corporation
4.4
86
Microsoft Forefront Endpoint
Protection 2010 Server
Management
Microsoft Corporation
4.4
86
Microsoft Windows 7 Enterprise
Microsoft Corporation
6.1
85
RealPlayer
RealNetworks
16.0
80
Adobe Flash Player 15 ActiveX
Adobe Systems Incorporated
15.0
69
Intel(R) PROSet/Wireless Software
for Bluetooth(R) Technology
Intel Corporation
2.1
67
Java 7 Update 11
Oracle
7.0
29
Adobe Flash Player 14 ActiveX
Adobe Systems Incorporated
14.0
28
Tidemark Advantage 4.5
Accela
4.5
26
Tidemark Crystal Reports XI Install
Accela, Inc.
4.20
26
Google Earth
Google
7.1
25
Citrix Online Launcher
Citrix
1.0
12
IBM System i Access for Windows
V6R1 MO
IBM
06.01
12
Adobe Creative Suite 6 Design
Standard
Adobe Systems Incorporated
6
11
AutoCAD 2013 - English
Autodesk
19.0
9
Autodesk Design Review 2013
Autodesk, Inc.
13.0
9
Autodesk Inventor Fusion 2013
Autodesk, Inc.
2.0
9
FARO LS 1.1.406.58
FARO Scanner Production
4.6
9
Microsoft Windows 7 Professional
Microsoft Corporation
6.1
9
Apple Software Update
Apple Inc.
2.1
8
RealPlayer
RealNetworks
8
Adobe AIR
Adobe Systems Incorporated
3.1
7
IBM Cognos Series 7 Version 5
7
Laserfiche 9.1 Client Suite
Laserfiche Document
9.1
7
January 14, 2015
Page 68 of 110
License
Product
Management
ATI Catalyst Install Manager
ATI Technologies, Inc.
3.0
6
QuickTime
Apple Inc.
7.65
6
Crystal Reports XI
Business Objects
11.0
5
Denali
Cougar Mountain Software
4.0
5
Microsoft LifeCam
Microsoft Corporation
3.60
5
Microsoft Security Client
Microsoft Corporation
4.3
5
Microsoft Windows XP Professional
Microsoft Corporation
5.1
4
Movie Maker
Microsoft Corporation
16.4
4
Rapport
Trusteer
3.5
4
Snagit 12
TechSmith Corporation
12.1
4
Windows Media Player 11
4
Windows Media Player 11
Microsoft Corporation
4
Cisco WebEx Meetings
Cisco WebEx LLC
3
Google Chrome
Google Inc.
37.0
3
Image Capture Plus
Panasonic System Networks
Co., Ltd.
2.1
3
Microsoft Project Standard 2013
Microsoft Corporation
15.0
3
Microsoft Visio Standard 2013
Microsoft Corporation
15.0
3
Microsoft Windows 8.1 Pro
Microsoft Corporation
6.3
3
Microsoft Works 6-9 Converter
Microsoft Corporation
9.7
3
Nero 9 Essentials
Nero AG
3
Adobe Acrobat 8 Standard
Adobe Systems
8.2
2
Laserfiche Administration Console
9.1
Laserfiche Document
Management
9.1
2
Microsoft Lync 2010
Microsoft Corporation
4.0
2
QuickTime
Apple Inc.
7.74
2
7 -Zip 4.65
1
Absolute Reminder
Absolute Software
2.1
1
Adobe After Effects CC
Adobe Systems Incorporated
12.2
1
Adobe Creative Cloud
Adobe Systems Incorporated
2.5
1
AppEazy Connect v4.8 (Build 4623)
Applianz Technologies, Inc.
1
Avanquest update
Avanquest Software
1.34
1
Canon D1100 Series
1
January 14, 2015 Page 69 of 110
License
Product
Centra Client 1
Cisco CallManager Attendant
Console
Cisco Systems, Inc.
1.1
1
Computrace
Absolute Software Inc.
8.0
1
E -Z Audit Version 11
ATConsulting, LLC
11.0
1
FARO LS 1.1.501.0 (64bit)
FARO Scanner Production
5.1
1
Fuze Meeting
Fuze Box, Inc.
14.1
1
Google Chrome
Google Inc.
35.0
1
Hauppauge WinTV 7
Hauppauge Computer
Works
v7.0
1
Ipswitch WhatsUp Gold
1
IPView Pro
1
Kayako Desktop
1
MetroScan Online v5.8
CoreLogic
1
Microsoft SQL Server 2012 (64-bit)
Microsoft Corporation
1
Microsoft Windows 8.1 Enterprise
Microsoft Corporation
6.3
1
Mylnvoices & Estimates Deluxe
Avanquest North America
Inc.
10.0
1
PaveCool
1
PL -2303 USB -to -Serial
1
R&R Report Writer, Version 10.1
1
Scanner Utility for Microsoft
Windows
FUJITSU
9.11
1
ScanWizard 5
1
SMART Meeting Pro
SMART Technologies ULC
2.3
1
Snagit 11
TechSmith Corporation
11.4
1
SolarWinds Collector v2.8.125
SolarWinds, Inc.
2.8
1
SolarWinds IP Address Manager
v4.1.0
SolarWinds
4.1
1
SonicWALL Global VPN Client
SonicWALL
4.2
1
TeamViewer 9
TeamViewer
9.0
1
TFP for 2013
ComplyRight, Inc.
1
Tiny Burner 1
Softland
1.0
1
Wacom Tablet
Wacom Technology Corp.
6.3
1
Web Smart Switch Management
Utility
1
January 14, 2015 Page 70 of 110
January 14, 2015
Page 71 of 110
Appendix G Current and Projected IT Projects
i .
0--15 / 2015-16
-.. Description
Project Depa
Owner
New Finance System
Finance
The City has retained the Government
In Progress
Implementation
Financial Officers Association ("GFOA") to
support the replacement of the current —
Sungard accounting and business license
system that runs on a legacy IBM platform
with the proposed integrated Enterprise
Resource Planning ("ERP") system Tyler
"Munis".
The Tyler "Munis" ERP SaaS (hosted)
system will be supporting most finance
operations, including online portal for
business license and payments. Project
kickoff expected late 2014 with go live late
2015
New Public Works
Public Works
The City has tentatively chosen Cityworks,
In Progress
Work Order and Asset
City Council approval expected late 2014
Management System
and implementation beginning early 2015.
Website and List Serve
IT
The City has selected CivicPlus to provide
In Progress
Implementation
the City Website and List Serve
Management. The expected project kickoff
is October 2014 with go live in March 2015.
City staff to handle most item and content
posts, Provider to assist and to manage
content upgrades, structure, changes,
graphic design and look and feel.
City Council Streaming
City Clerk
The City uses Granicus and the City Clerk
In Progress
and Agenda Automation
office will manage most updates but he
and Future
System
technical connectivity, encoder and issue
support needed by service provider.
Project kickoff in October 2014 with
expected completion in February 2015.
GIS, LARIAC4 and
IT
ESRI ArcGIS 10, Geocortex viewer project
In Process
viewer upgrades
approved by City Council September 2014.
PVNET to handle migration and
implementation. Expected completion in
February 2015.
Managed Switch
IT
Planning underway in September 2014.
In Progress
Upgrades w/10gig
Dell switching equipment chosen, design
Backbone Speed
performed by Dell, bid process in October
2014 and expected approval by City
Council in November 2014 with completion
by January 2015.
System Management
IT
Full implementation of Microsoft SCCM and
In Queue
Solar Winds network, application and
server monitoring with expected completion
January 14, 2015 Page 72 of 110
L 1 V
2014-15
/ 2015-16
Project
De..
Description•
late 2015.
SAN/Virtual Cluster
IT
Complete Dell SAN storage upgrade and
In Queue
Upgrades
Microsoft Server 2012 R2 expected late
2014.
Land Management
Community
Replacement of Accela Tidemark system
In Queue
System Implementation
Development
with Tyler Technologies "Munis" Permitting
system. Project kickoff slated for late 2015,
implementation early 2016.
City Council Meeting
IT
Cox franchise cable broadcast agreement
In Queue
Room Equipment
ending mid-2015. City planning purchase
Upgrades
of new broadcast room equipment and
redesign of network over fiber optic
connectivity from Hesse Park to City Hall.
Wireless Upgrades at
IT
Upgrade of City Hall network wireless and
In Queue
City Locations
park sites public wireless beginning late
2015.
Install Security Cameras
IT
Implement Security Cameras for Vista
In Queue
views on the website and parking lot
monitoring. Slated for late 2015.
CRM System
City Manager
CRM System (integrated with 311)
In Queue
projected for 2016.
January 14, 2015
Page 73 of 110
OAQ
L 1 V
Appendix H Standard Terms and Conditions
INFORMATION TECHNOLOGY SERVICES AGREEMENT
BY AND BETWEEN
CITY OF RANCHO PALOS VERDES, CALIFORNIA
AND
VENDOR
ENTERED PURSUANT TO CITY OF RANCHO PALOS VERDES IT SERVICES RFP
SOLICITATION ISSUED JANUARY, 4, 2015
January 14, 2015
Page 74 of 110
Table of Contents
INFORMATION TECHNOLOGY SERVICES AGREEMENT.......................................................................................77
1.0
TERM..........................................................................................................................................
77
2
FEES FOR SERVICES AND TERMS OF PAYMENT.....................................................................78
3
TERMINATION................................................................................................................................81
4
CITY FACILITIES AND SUPPLIES.................................................................................................82
5
MULTI -VENDOR ENVIRONMENT.................................................................................................83
6
CHANGE MANAGEMENT..............................................................................................................83
7
LICENSES AND PERMITS.............................................................................................................83
8
KNOWLEDGE TRANSFER AND BEST PRACTICES....................................................................83
9
TECHNOLOGY AND PROCESS EVOLUTION..............................................................................
84
10
CITY AND VENDOR SYSTEMS.................................................................................................85
11
CONFIDENTIALITY....................................................................................................................86
12
REPORTS...................................................................................................................................
87
13
SME REVIEWS...........................................................................................................................88
14
ENHANCEMENT OF IT CAPABILITIES AND EFFECTIVENESS..............................................88
15
[RESERVED]...............................................................................................................................88
16
SERVICE LEVEL PERFORMANCE STANDARDS....................................................................88
All Services provided shall comply with the Service Level Agreements as identified in Exhibit B and
other requirements of this Agreement. Beginning on the Commencement Date, Vendor shall perform
the
Statement of Work in accordance with Service Level Agreements. Vendor shall collect all data and
maintain
all records and documentation required by this Agreement and the Statement of Work.
Vendor shall provide performance reports to City in accordance with the Service Level Agreements...
88
17
SHARED INFRASTRUCTURE...................................................................................................89
18
STRATEGIC CONTROL.............................................................................................................89
19
MONITORING AND IMPROVEMENT........................................................................................89
20
VENDOR PERSONNEL..............................................................................................................89
21
REMOVAL AND REPLACEMENT OF VENDOR PERSONNEL.................................................93
23
MINIMUM PROFICIENCY LEVELS AND TRAINING FOR VENDOR PERSONNEL.................93
24
SUPERVISION AND CONDUCT OF VENDOR PERSONNEL..................................................94
25
INSURANCE...............................................................................................................................
94
Vendor shall procure and maintain for the duration of this Agreement insurance against claims for
injuries
to persons or damages to property which may arise from or in connection with the performance
of the
Services hereunder and the results of those Services by the Vendor, its agents, representatives,
employees or subcontractors. Coverage shall be at least as broad as...................................................94
26
COMPLIANCE WITH CITY RULES............................................................................................96
27
TURNOVER RATE AND DATA FOR VENDOR ON-SITE PERSONNEL..................................96
28
ELECTRONIC INCIDENT REPORTING.....................................................................................96
29
REDUCTION IN COSTS OF SERVICES DELIVERY.................................................................97
30
INCIDENTAL EXPENSES...........................................................................................................97
31
INDEMNIFICATION....................................................................................................................97
32
LIMITATION OF LIABILITY.........................................................................................................98
33
DISPUTE RESOLUTION............................................................................................................98
34
WITHHOLD REMEDY.................................................................................................................99
35
SECURITY AND REVIEWS......................................................................................................100
36
BILLING ADJUSTMENTS.........................................................................................................
100
37
CONFLICT OF INTERESTS.....................................................................................................101
38
INFORMATION FURNISHED TO CITY....................................................................................
101
39
PROTECTION OF CITY PROPERTY.......................................................................................101
40
COMPLETENESS OF DUE DILIGENCE ACTIVITIES.............................................................
101
41
AUDIT, INSPECTION, AND EXAMINATION OF RECORDS...................................................102
42
SUBCONTRACTORS...............................................................................................................
103
January 14, 2015
Page 75 of 110
43 CITY REFERRALS AND AS A REFERENCE SITE.................................................................. 104
44 ADVERTISEMENT....................................................................................................................104
45 GENERAL................................................................................................................................. 105
January 14, 2015 Page 76 of 110
INFORMATION TECHNOLOGY SERVICES AGREEMENT
The CITY OF RANCHO PALOS VERDES, a municipal corporation organized and existing under the laws of
the State of California, with offices located at 30940 Hawthorne Blvd., Rancho Palos Verdes, California
90275 (hereinafter "C"), and Vendor (hereinafter "Vendor"), hereby agree to and enter into this
Information Technology Services Agreement ("Agreement") on EFFECTIVE DATE (herein referred to
interchangeably as the "Effective Date" or the "Commencement Date"). This Agreement is made
pursuant to Vendor's response, dated PROPOSAL SUBMITTAL DATE ("Proposal," incorporated herein and
made part hereof), to the City's IT Services Request for Proposals (RFP) Solicitation dated January 14, 2015
(the "RFP," incorporated herein and made part hereof). The terms and conditions that follow set forth the
rights and obligations of the Parties with respect to the performance by Vendor of information technology
support services ("Services") defined in the Statement of Work attached hereto as Exhibit A. Exhibit B
hereto shall govern Vendor's Level of Service. Exhibit C shall govern Fees for Vendor's provision of the
Services. Except as otherwise defined herein, all quoted or capitalized terms used herein shall have the
meanings set forth for such terms in Exhibit D hereto.
City and Vendor (each, a "Party"; collectively, the "Parties") agree as follows:
1.0 TERM
The Initial Term of this Agreement shall commence at COMMENCEMENT DATE ("Commencement
Date") and shall continue in effect for four years until EXPIRATION DATE ("Expiration Date"), unless
earlier terminated as provided herein. The period from the Commencement Date to the Expiration
Date is the "Initial Term." The City may, at its option, extend by means of one or more amendments
the Initial Term of this Agreement for additional period(s) of time, with the total contract Initial Term
and Extended Terms not to exceed six (6) years.
1_1Renewal Proposal. No later than twelve (12) months prior to the expiration of the Initial
Term, Vendor shall provide the City with a comprehensive written proposal for renewing
the Agreement. Such document shall include, at a minimum, (i) the proposed length of an
extended agreement; (ii) any proposed modifications to the terms, conditions and pricing
set forth in this Agreement that will apply during the renewal term; and (iii) revised
Statement(s) of Work supporting the Services to be provided during the renewal term.
1_2 Extended Term. At the City's request, the Parties shall meet within thirty (30) days
of Vendor's receipt of City's notice of the City's intention to renew this Agreement to
negotiate modifications to the terms and conditions of this Agreement. If such
negotiations are not requested or if the negotiations do not result in an agreement
on different terms and conditions by sixty (60) days prior to the expiration of the
Initial Term, City may elect to extend the term of this Agreement for up to two (2)
additional consecutive terms, each of which, will be twelve (12) months (each, an
"Extended Term") and the then -existing terms and conditions of this Agreement shall
remain unchanged and in full force and effect during each such Extended Term.
The Initial Term and any Extended Term(s) shall be referred to as the "Term." The
City shall exercise its extension option(s), if at all, by providing Vendor written notice
of its intention to exercise an extension no later than thirty (30) days prior to the
January 14, 2015
Page 77 of 110
expiration of the Initial Term or the then expiring Extended Term; provided, however,
that the City's notice of its intention to extend the term of this Agreement for each
extension shall be expressly conditioned upon and subject to the approval by the
City Council, in its sole and absolute discretion, of an amount sufficient to pay the
compensation set forth herein for each Extension as part of its annual budget
approval process prior to the beginning of each Extended Term. While the Parties
acknowledge that the City is required to give its notice of intention to extend the term
of this Agreement not later than thirty (30) days prior to the Expiration Date or then
current Extension, it is possible that the City Council's approval of its annual budget
and appropriation of funds for the Extension in question may occur thereafter.
Accordingly, if the City Council fails to approve and appropriate funds sufficient to
pay the amount of compensation set forth herein for an Extension, this Agreement
shall terminate and be of no further force and effect as of the expiration of the Initial
Term or the then current Extension. Notwithstanding anything in this provision to the
contrary, in the event the City gives the Vendor written notice exercising an
Extension and the City receives notice that appropriation of funds for the Extension
in question are not available after the Vendor has performed services under an
Extended Term, the City agrees that the Vendor will be equitably compensated for
all services performed under any portion of an Extension through the date of
termination of the Agreement. Except as specifically set forth herein, the terms and
conditions of each Extension will be the same. Such notice shall include the length
of the relevant Extended Term.
2 FEES FOR SERVICES AND TERMS OF PAYMENT
2.1 Fees for Service. Beginning on the Effective Date and continuing thereafter
throughout the Term, City agrees to and shall pay to Vendor the amounts set forth in
Exhibit C.
2_2 Payment. Monthly fees shall be due and payable on the first day of each and every
month during the Term. Fractional months shall be prorated. Payment for
Supplemental Services, if any, shall be based upon deliverables as negotiated,
invoiced monthly and due thirty (30) days from the receipt and the approval by the
City of an invoice therefor. Non -disputed balances past due in excess of sixty (60)
days from date of invoice shall bear overdue service charges at one (1.00%) percent
per month or the highest rate permitted by law, whichever is less.
Adjustment of Fees. On FEE ADJUSTMENT DATE, and again on July 1 of each
successive year during the Initial Term and any Extended Term, City shall adjust
Vendor's monthly fee for each month in the upcoming fiscal year or Extended Term by
an amount equal to the amount of the vendor's proposal.
2_3 Service Levels and Liquidated Damages. Beginning on the Effective Date and
continuing thereafter through the Term, Vendor shall meet or exceed each of the
service levels set forth in Exhibit B — Level of Service.
2.3.1 Vendor agrees to pay City, or have withheld, as liquidated damages, those
amounts set forth in Exhibit B hereto, for delay in performance of the
Services (subject to Section 45.7 hereof) or non-compliance with the
January 14, 2015
Page 78 of 110
specified service levels (herein referred to as a "Service Level Failure")
within the time and metrics specified, in accordance with this Agreement.
2.3.2 Notwithstanding any provision to the contrary, the total monthly at risk
amount for any and all liquidated damages paid or to be paid by the
Vendor pursuant to this Agreement shall not exceed ten percent (10%) of
the monthly invoiced amount.
2.3.3 Vendor shall report all Service Level Failures (with reference to the Service
Level Agreements (each, an "SLA") set forth in Exhibit B hereto) on a
monthly basis within five (5) Business Days following the end of each
month and, for each Service Level Failure, Vendor shall either (i)
demonstrate that the Service Level Failure was due to an Excused Event,
or (ii) provide the City with a corrective action plan to ensure that the
Likewise, in the event that the City identifies a Service Level Failure, the
City shall provide written notice of such breach to Vendor, who then shall
take the steps described in the first sentence of this subsection 2.4.4.
2.3.4 Service level failures shall be excused under the following circumstances:
(i) when significant changes in scope occur that impact Vendor's ability to
perform in accordance with the service levels; (ii) when force majeure
events occur; (iii) when program processes are changed at the request of
the City, and such changes impact Vendor's ability to perform in
accordance with the service levels, and Vendor has provided written
notification to the City within five (5) Business Days of the program
change; or (iv) when a failure is due to the acts or omissions of the City
or third parties outside of Vendor's reasonable control.
2.3.5 City Project Manager and Account Manager can negotiate minor
modifications to the SOW and SLAs without a formal amendment to the
extent such minor modifications do not impact Exhibit B Fees or unduly
prejudice the rights of either Party.
2.4 Supplemental Services. Any information technology services or other services, beyond
the Services specified in Exhibit A hereto ("Supplemental Services"), shall be performed
by Vendor only pursuant to a duly executed amendment hereto. In the absence of a
duly executed amendment, Vendor is not obligated to perform, nor is City obligated to
compensate Vendor for, any Supplemental Service(s) performed by or on behalf of
Vendor.
2_5 Amendment by City Manager. The City Manager is hereby authorized to approve and
execute on behalf of City any subsequent amendments to this Agreement, in a form
acceptable to the City Attorney, which do not either individually or cumulatively in the
aggregate exceed ten percent (10%) of the annual Service Fee, as set forth in Exhibit C
of this Agreement, in each fiscal year during the Initial Term of this Agreement or any
Extended Term.
2_6 Authorization to Procure. City may, in its sole discretion, procure through Vendor
certain hardware, commercial software and other similar data processing related
purchases of the type for which Vendor assumes operational responsibility under this
Agreement (hereinafter "Products "). The Parties acknowledge and understand that
City's right to procure Products pursuant to this section is entirely discretionary and
dependent upon the pricing and/or other terms that Vendor may, as a value-added
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remarketer, secure on behalf of City. The following terms and conditions shall apply
with respect to all Product purchases made by Vendor pursuant to this section:
2.6.1 Vendor shall provide a price quote for and, if accepted by the City, procure
and maintain all commercial off-the-shelf software ("COTS software") and
hardware, including annually recurring maintenance and licensing
agreements, in its name until the time of acceptance by City. Thereafter,
the license agreements pertaining to the COTS software and title to the
hardware will automatically transfer to the City.
2.6.2 All COTS software procured will be subject to the third -party vendor's
standard licensing agreement.
2.6.3 To the maximum extent allowable by the third -party hardware and software
vendors, Vendor shall pass-through to the City all manufacturers'
warranties offered by the third -party vendors. Vendor makes no other
warranties whatsoever, express or implied, with regard to the Products
provided.
2.6.4 The Products sold hereunder are eligible for return for a period of fifteen
(15) days following delivery to the City. For COTS software returns, City
must return all tangible media as well as copies thereof to Vendor,
destroy any and all copies from any of City's Systems and certify the
same in writing, and in such event, City shall no longer have the right to
use, access or possess copies of such returned COTS software. For
hardware returns, City must first obtain a return authorization number
from Vendor and return the hardware to the address specified by Vendor.
City will be responsible for all shipment costs. City specifically agrees
that Vendor's return policy terms and conditions supersede and replace
all other return policies that may be offered through the manufacturers
themselves.
2.6.5 City shall reimburse Vendor for procured Products, to be invoiced
separately from Service fees. Vendor will be eligible for a paid consultant
fee which will be negotiated by the Parties and set forth in writing on a
project by project basis prior and as a condition precedent to the City's
acceptance of a price quote for COTS software and/or hardware.
2_7 Order of Precedence. In the event of conflict between the terms of this Agreement
and any amendment, exhibit or other document incorporated therein, such conflict
shall be resolved by giving precedence to such documents in the following order:
2.7.1 Any duly executed amendment to this Agreement,
control as between conflicting amendments such
amendment shall govern all those prior.
2.7.2 This Agreement.
2.7.3 Exhibit A to this Agreement (Statement of Work).
2.7.4 Exhibit B to this Agreement (Level of Service).
2.7.5 Exhibit C to this Agreement (Fees).
2.7.6 Exhibit D to this Agreement (Definitions).
2.7.7 The Proposal.
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that the more recent
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2.7.8 The RFP.
3 TERMINATION
3.1 Events of Termination. This Agreement may be terminated:
3.1.1 By either Party, to the extent permitted under applicable law, if the other
ceases to function as a going concern, becomes insolvent, makes an
assignment for the benefit of creditors, files a petition in bankruptcy,
permits a petition in bankruptcy to be filed against it (which is not
dismissed within sixty (60) days) or admits in writing its inability to pay its
debts as they mature; or if a receiver is appointed over a substantial part
of its assets (which is not dismissed within sixty (60) days).
3.1.2 By Vendor for the non-payment of any Service Fees or charges to the City
and which non-payment continues for a period of sixty (60) days from the
date of invoice; provided, however, that if the City has a bona fide dispute
regarding a specific invoice, then such non-payment shall not be grounds
for a termination hereof if the City continues to pay non -disputed amounts
while submitting the dispute to the dispute resolution procedures set forth
in Section 33 hereof.
3.1.3 By either Party in the event of a material breach or nonperformance by the
other of any provision of this Agreement within the time periods provided
herein following notice and failure to cure as described hereafter. Written
notice of the breach must be given and an opportunity to cure the breach
within thirty (30) days will be provided. If the remedy or cure requires
more than thirty (30) days, the breaching Party must have commenced
and diligently initiated efforts to cure the breach and thereafter continue
and complete all reasonable and necessary steps sufficient to produce
compliance as soon as reasonably practical. Upon the termination of this
Agreement, the City shall pay Vendor for services satisfactorily provided
and all allowable reimbursements incurred to the date of termination in
compliance with this Agreement, unless termination by the City shall be
for cause, in which event the City may withhold any disputed
compensation. This Agreement shall not be terminated if such alleged
breach is submitted to the dispute resolution procedures set forth herein.
3_2 Non -Appropriation. The Parties acknowledge and agree that this Agreement is
subject to annual fiscal appropriations by the City's City Council. In the event that
the City Council fails to appropriate sufficient money for any year, the Parties agree
to attempt to renegotiate the terms of this Agreement to coincide with the levels of
appropriation. If the Parties are unable to renegotiate such terms, any Party may
cancel this Agreement. Vendor shall be entitled to compensation according to this
Agreement to the date the cancellation becomes effective. Termination for lack of
appropriation shall not be deemed termination for cause.
3.3 Transition Plan and Services Associated with Termination. In the event of cessation
of Services during the Term of this Agreement, the transition of responsibility
therefor to the City or its designee shall proceed as follows:
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3.3.1 Prior to expiration of the Term of this Agreement or earlier termination, City
may elect, at its option, to procure all or part of the Transition Services
described in Exhibit A. If the Transition Services are performed during
the Term of this Agreement, with existing resources and during regular
business hours, for the fees set forth in this Agreement and the Exhibits
thereto, and such Transition Services do not impact then existing Levels
of Service, then those services shall be performed at no additional cost to
City.
3.3.2 Upon notice given by the City or Vendor, Vendor shall make available to
the City, under Supplemental Services described in Section 2.4, the
personnel necessary to carry out a mutually agreed-upon transition plan
(herein referred to as the "Transition Plan") to be executed within the
remaining Term of the Agreement. The topics to be included in the
Transition Plan shall include, but are not limited to, those outlined in
Exhibit A.
3.3.3 Each Party will cooperate fully with the other and/or its designees, so that
the transition of Services rendered under this Agreement shall be timely
and efficient and implemented in a manner so as to least interfere with
the orderly conduct of the City's business and so as not to unduly
interfere with Vendor's other operations.
3.4 Personnel Training. Upon notice given by the City for any reason other than breach
by the City for non-payment by the City, City shall have the right to assign a
reasonable number of the City's employees to participate with the Vendor's
personnel in the performance of their remaining services. Vendor shall cause its
personnel to acquaint and instruct the employees of the City regarding the work, to
facilitate a smooth transition according to the Transition Plan, and to continuously
operate all data processing functions.
4 CITY FACILITIES AND SUPPLIES
4.1 City Provision. City shall, at its sole cost and expense, furnish Vendor and its staff
with reasonable amounts of such office space, office furniture, and other facilities
(including utilities and telephone service), which are appropriate to meet the needs
of Vendor and its staff for the provision of Services pursuant to this Agreement and
are similar in size, type and specifications to those furnished by the City to or for its
own employees. It is further understood and agreed that for any upgrades in office
furniture desired by Vendor or, in the event a Vendor employee requires special
furniture to accommodate a disability, the cost of such special furniture (including the
responsibility for making reasonable accommodations for its employees under the
Americans with Disabilities Act) will be borne by Vendor.
4_2 Return to City. Upon expiration or termination of this Agreement, or any extension
or renewals thereof, all office furniture, equipment, documents, records, books,
tapes, disks and files provided by the City or Vendor shall be returned to the City or
Vendor in substantially the same condition as received, ordinary wear and tear
excepted. Neither the City nor Vendor shall dispose of the other Party's property
without the prior consent of the other Party.
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5 MULTI -VENDOR ENVIRONMENT
Vendor acknowledges that it will be delivering the Services in a multi -vendor environment. Effective
operation of such an environment requires not only the cooperation among all service providers,
including Vendor, but collaboration in addressing service -related issues that may cross over from one
service area or provider to another ("Cross Over Issues"). As part of the Services, Vendor will actively
provide and support tasks associated with operating and maintaining a collaborative approach to Cross
Over Issues in the same manner as it delivers its Services. Furthermore, as directed by the City, Vendor
shall coordinate, cooperate and work with (and affirmatively and proactively assist) other vendors to
accomplish City's technical, organizational and other objectives, as identified by the City.
6 CHANGE MANAGEMENT
Without first obtaining City's prior written approval or an Amendment to this Agreement, Vendor shall
make no change to the IT Environment which may: (i) increase City's total cost of receiving the
Services; (ii) require changes to City's facilities, systems, software, utilities, tools or equipment; (iii)
require Vendor or City to install a new version, release, upgrade of or replacement for, any City Licensed
Property or City Equipment or to modify any City Licensed Property or City Equipment or any Vendor
Equipment, Vendor Proprietary Software, Vendor Proprietary Tools, or Vendor Third Party Software
that is accessed or used by City Authorized Users in connection with the receipt of the Services; (iv)
have an adverse impact on the functionality, interoperability, performance, security, accuracy, speed,
responsiveness, quality or resource efficiency of the Services; (v) have an adverse impact on the cost,
either actual or planned, to City of terminating all or any part of the Services or exercising its right to in -
source all or any part of the Services or use Third Parties; (vi) have an adverse impact on the schedule
for and the delivery of services by City to its clients and customers; or (vii) violate or be inconsistent
with the City Rules and/or applicable laws. If Vendor provides Services to the City without obtaining the
necessary approval or amendment to this Agreement, such services and items shall be deemed to be a
gratuitous effort on the part of Vendor and Vendor shall have no claim whatsoever against the City for
such services and items.
7 LICENSES AND PERMITS
Vendor is responsible for obtaining all licenses, approvals, permits and authorizations required by
applicable federal, state or local laws or regulations, which Vendor is required to have in order to
perform the Services and, except as otherwise agreed to in writing by the parties or as otherwise
provided in this Agreement, has financial responsibility for all fees, costs and taxes associated with such
licenses, approvals, permits and authorizations. Vendor shall provide to City all such licenses, approvals,
permits and authorizations within three (3) Business Days after Vendor's receipt of City's request.
8 KNOWLEDGE TRANSFER AND BEST PRACTICES
Vendor shall implement the knowledge transfer process set forth in this Section 8 to ensure that
Vendor's personnel share the knowledge they have gained while performing the Services for the City
and the City Authorized Users. The knowledge transfer process shall be designed to efficiently pass
important knowledge, information and practices from Vendor and Vendor Personnel to City and City
Authorized Users. At a minimum, such knowledge transfer process will include Vendor meeting with
City and designated City Authorized Users at least once every twelve (12) months, or more frequently as
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City may request, to (a) explain how the City IT Environment operates in connection with the provision
of the Services; (b) explain how the Services are provided; and (c) make proposals to City to provide
such training, documentation and other materials as City may require for City to understand and
operate the City IT Environment and understand and provide the Services after the expiration or
termination of the Agreement. The timing of such knowledge transfer is at the sole discretion of the
City. As part of the monthly performance reviews, Vendor shall report to the City Project Manager
regarding Vendor -observed opportunities for the introduction of best practices into City's processes.
Beginning in the second year of the Agreement, and annually thereafter, Vendor shall work with the
City Project Manager to develop and present a yearly forum/briefing to City (1) on Vendor's
recommended best practice improvements to targeted City processes, (2) on how the use of such best
practices is intended to align City's technology investments with its objectives, and (3) on how to
optimize City's return on its technology investments/Services. Vendor shall provide the Services using
the appropriately skilled Vendor personnel and without regard to the unit, line of business or division
within Vendor to which such Vendor personnel are assigned at no additional cost.
9 TECHNOLOGY AND PROCESS EVOLUTION
As part of the Services, Vendor acknowledges and agrees that: (a) the current information technology
and business processes utilized by Vendor in the performance of the Services shall continue to evolve
and change over time; and (b) it shall continuously undertake, deploy, implement and support Process
and Technology and Business Process Evolution throughout the Term.
9_1 Leading Standards. Throughout the Term, Vendor shall remain consistent with the
practices generally followed by other providers of services similar to the Services
and with the objectives and needs of City. Vendor shall provide the Services using
current information technology resources and processes that are designed to allow
City to take advantage of advances in the industry. Without limiting the generality of
the foregoing, all Vendor Equipment and Vendor Third Party Software used to
provide the Services will be kept at levels supportable by the respective
manufacturers, and such Vendor Equipment will be upgraded or replaced as
required to meet the Service Level Agreements and manufacturer -recommended
requirements.
9_2 Monitoring Trends. As part of the Services and with respect to the Services, Vendor
shall use reasonable efforts to proactively and periodically monitor and analyze all
Enhanced Technology. Vendor shall meet, semi-annually, with the City Project
Manager to formally brief City regarding such new processes, technologies,
strategies and trends. Such briefing shall include Vendor's assessment of the
business impact, performance improvements and cost savings associated with such
processes, technologies, strategies and trends. If requested by City, Vendor shall
develop and present to City proposals for: (a) implementing such new processes,
strategies and trends as part of the Technology and Business Process Evolution; or
(b) changing the direction of City's then -current information technology strategy,
processes and procedures.
9_3 New Advances. In addition to the rights, responsibilities and obligations generally
set forth in this Section 9, if Vendor or its Affiliates develop New Advances, Vendor
shall offer City the opportunity to implement such New Advances.
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9.4 End -User Survey. The City shall administer, and Vendor shall support, annual end-
user satisfaction surveys. The City at its sole discretion will determine survey
participants and the content and form of each survey. Vendor shall offer, at no
additional cost, analysis of survey results as requested by the City. At the City's
request, vendor will provide responses to end-user survey issues or comments
within 30 days on notification.
10 CITY AND VENDOR SYSTEMS
10.1 Ownership and Use
10.1.1 City Systems. All City Systems supported by Vendor as part of this
Agreement, including, but not limited to, all enhancements, modifications,
customizations, and associated materials and documentation, are and
shall at all times remain the exclusive property of City. City hereby grants
Vendor a non-exclusive, non -transferable license to use, store, transmit
and/or display the City Systems, but solely for the benefit of the City's
computing operations. The license shall remain in effect during the Term
of the Agreement only, including any extensions thereof. Unless
otherwise authorized by the City, Vendor is prohibited from causing or
permitting the reverse engineering, disassembly or de -compilation of
City -owned or licensed software. Unless otherwise authorized by the
City, Vendor is also prohibited from modifying, improving or otherwise
enhancing the City Systems. Vendor will not allow any City -owned or
licensed software, in whole or in part, to be exported outside of the United
States of America. Upon expiration or termination of the Agreement for
any reason, Vendor shall immediately return all City Systems to City and
will cease utilizing the same.
10.1.2 Vendor Systems. All Vendor Systems provided or otherwise utilized by
Vendor in connection with this Agreement, including, but not limited to, all
enhancements, modifications, customizations, and associated materials
and documentation, are and shall at all times remain the exclusive
property of Vendor. Vendor hereby grants City a non-exclusive, non-
transferable license to use, store, transmit and/or display the Vendor
Systems for City's own, internal computing operations. The license shall
remain in effect during the Term of the Agreement only, including any
extensions thereof. City shall have the right to use any Vendor -owned or
licensed software provided pursuant to this sub -Section in object code
form only. City is prohibited from causing or permitting the reverse
engineering, disassembly or de -compilation of any such Vendor -owned or
licensed software. City is also prohibited from modifying, improving or
otherwise enhancing the Vendor Systems. City will not allow any Vendor -
owned or licensed software, in whole or in part, to be exported outside of
the United States of America. Upon expiration or termination of the
Agreement for any reason, City shall immediately return all Vendor
Systems to Vendor and will cease utilizing the same.
10.1.3 Developed Materials. In the event Vendor should develop software for
the City, and for which it is fully paid by the City (herein referred to as the
"City Proprietary Software"), Vendor recognizes that said software will
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become the exclusive property of the City upon delivery thereof to City
and that the City reserves the right to use, market, license, or sell it to
others.
10.2 Co [es. Vendor and City agree that, with respect to the other's proprietary
software, neither Party shall:
10.2.1 Copy or duplicate, except for reasonable back-up purposes, or knowingly
permit anyone else to copy or duplicate, any physical or electronic
version.
10.2.2 Create or attempt to create, or permit others to create or attempt to
create, by reverse engineering or otherwise, the source programs or any
part thereof from the object program or from other information made
available under this Agreement. Each Party may copy for its own use at
its own expense operator manuals, training materials, and other terminal -
user oriented materials, but shall advise the other of the number of
copies made and their distribution.
10.3 Notification. Each Party shall inform the other in writing of any
modifications to any software made by or through the other Party. Vendor shall not
be responsible for maintaining portions of any software modified by the City without
the consent of Vendor.
10.4 Third Party Software. The City represents that the City Systems include
software from third party vendors, which software is property owned by or property
subject to licensing or similar agreements between the City and such vendors and
may include the rights of the City for maintenance, upgrades and enhancements.
City grants Vendor the right to access and use City's third party software in order to
fulfill Vendor's obligations under this Agreement. Vendor shall sign all third -party
non -disclosure agreements as reasonably required to facilitate Vendor's provision of
the Services hereunder.
11 CONFIDENTIALITY
11.1 Confidential Information. Subject to Section 11.1.5, below, the Parties
agree that:
11.1.1 Neither Party shall disclose any Confidential Information of the other
Party to any third party without obtaining prior written consent of the other
Party.
11.1.2 Each Party shall limit dissemination of the other Party's Confidential
Information only to those employees, contractors and agents who require
access thereto to perform their functions under this Agreement.
11.1.3 Each Party agrees to return the Confidential Information to the disclosing
Party upon receipt of written request therefor.
11.1.4 Each Party agrees that the standard of care to be applied in the
performance of the obligations set forth above shall be the standard of
care applied by the receiving Party in treating its own Confidential
Information, but at least reasonable care to prevent unauthorized
copying, use, publication or disclosure.
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11.1.5 The term of the provisions of this Section shall survive termination of the
Agreement or any determination that this Agreement or any portion
hereof or Exhibit hereto is void or voidable.
11.2 Exceptions to Confidentiality. The obligation of confidentiality set forth in
Section 11.1 shall not apply to any data or information that the receiving Party
proves:
11.2.1 Was already rightfully in the possession of the receiving Party or any of
its related companies prior to disclosure.
11.2.2 Was independently developed by employees having no access to
Confidential Information.
11.2.3 Was publicly disclosed by a person other than the receiving Party or its
employees or agents without restrictions.
11.2.4 Was rightfully received from a third party without restrictions on
disclosure or use.
11.2.5 Was approved for unrestricted release or unrestricted disclosure by the
disclosing Party.
11.2.6 Was available by inspection of products or services marketed without
restrictions, offered for sale or leased in the ordinary course of business
by either Party hereto or others.
11.2.7 Was required to be produced or disclosed pursuant to applicable laws,
regulations or court order, provided the receiving Party has given the
disclosing Party the opportunity to defend, limit or protect such production
or disclosure.
11.2.8 The obligation of confidentiality shall not apply to City to the extent that
disclosure is necessary in connection with compliance with any law, court
order or formal governmental directive. If disclosure is required (despite
Vendor's request for confidentiality), the City shall not in any way be liable
or responsible for the disclosure of any such Confidential Information or
part thereof.
12 REPORTS
In order to monitor the status, performance and quality of the Services provided to City, Vendor shall
provide City with various written reports in accordance with the reporting requirements and frequency
(i.e., monthly, quarterly, annually, etc.) set forth in Exhibit A and Exhibit B hereto. Such reports may be
amended from time to time by City. As of the Commencement Date, the reports listed in the Statement
of Work (Exhibit A hereto) reflect the reports required by the terms of this Agreement. No later than
ninety (90) days following the Commencement Date, the Parties shall identify such additional or more
specific reports as may be required by City. Unless stated otherwise in the Statement of Work or as
directed by City, the reports shall be delivered in City's standard electronic format to the City Project
Manager with a formal transmittal letter executed by the Account Manager. If no time period is
designated by City, after the reports have been defined and approved by City, reports are due five (S)
Business Days from the end of the reporting period or issue occurring. Vendor will provide reports via
an intranet based repository.
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13 SME REVIEWS
Vendor will provide, at no additional cost to City, quarterly program management reviews involving
executive leadership and subject matter experts ("SMEs") to discuss and review implementation of the
following guiding principles and performance status under the Agreement, and to present new ideas
and potential innovations consistent with the City's strategic planning efforts related to the continuous
improvement and optimization of Services delivery. Topics covered will include:
13.1 Improving and Maintaining Technology. Vendor will recommend, and, if
approved by City, implement new technologies to deliver services to City in order to
maintain competitiveness in the quality and scope of services available to City and to
take advantage of market cost efficiencies.
13.2 Improving Business Processes. Vendor will bring best practices from
Vendor that could allow the City to improve its business processes, including
improving the efficiencies of delivering services to its own customers.
13.3 Technology Advancements. Vendor will provide an innovative approach to
communicating with City staff and leaders (i.e., SharePoint) regarding the
emergence of new technologies or advancements through semi-annual meetings
(e.g., brown bag lunches) at the City. Vendor will provide briefings on emerging
trends and technologies, and proactively present innovative ideas to the City.
Vendor will submit, at a minimum, two new unsolicited proposals per Contract Year
to improve IT efficiency, streamline operations, and/or reduce costs to the City.
14 ENHANCEMENT OF IT CAPABILITIES AND EFFECTIVENESS
Services will be provided in a manner that enhances the City's ability to deliver high-quality, cost-
effective services both internally within the City and externally to its customers. Vendor commits to
providing cross training and resource sharing from other Vendor accounts to the extent possible and
where appropriate, to better enhance IT capabilities and effectiveness.
15 [RESERVED]
16 SERVICE LEVEL PERFORMANCE STANDARDS
All Services provided shall comply with the Service Level Agreements as identified in Exhibit
B and other requirements of this Agreement. Beginning on the Commencement Date,
Vendor shall perform the Statement of Work in accordance with Service Level Agreements.
Vendor shall collect all data and maintain all records and documentation required by this
Agreement and the Statement of Work. Vendor shall provide performance reports to City in
accordance with the Service Level Agreements.
16.1 Root Cause Analysis. Promptly, but in no event later than five (5)
Business Days after Vendor's discovery of, or if earlier, Vendor's receipt of a notice
or corrective action request from City regarding Vendor's failure to provide any of the
Services in accordance with the Service Level Agreements (each, an "SLA Failure"),
Vendor shall, as applicable under the circumstances (i) perform a Root Cause
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Analysis to identify the cause of such SLA Failure; (ii) provide City with a written
report detailing the cause of, and procedure and timing for correcting, such SLA
Failure; and (iii) provide City with satisfactory evidence that such SLA Failure will not
recur.
16.2 Corrective Action and Resolution. The correction of any such SLA Failures
shall be performed in accordance with the time frames set forth in the Service Level
Agreements and entirely at Vendor's expense unless it has been determined, by
mutual agreement of the Parties, that there were contributing causes of the SLA
Failure. For purposes hereof, it is possible that the preexisting condition of City's
properties, systems, processes and methodologies could be deemed a contributing
cause of any failures. The foregoing does not limit other remedies available to City
under this Agreement for such SLA Failures.
17 SHARED INFRASTRUCTURE
Prior to migrating or relocating any of the Services to a Vendor Shared Service Location, Vendor shall
provide to City, for City's approval, a proposal for the migration or relocation of such Services, including
benefits, savings or risks to City during the Term and upon the expiration or termination of this
Agreement. City agrees to evaluate such migration or relocation proposals in good faith, acknowledging
the potential that such relocation, while achieved at no additional cost or savings to City, may enable
Vendor to optimize its financial and delivery commitments under this Agreement. Vendor agrees that
none of the Vendor Service Locations or Vendor Shared Service Locations will be located outside of the
United States
18 STRATEGIC CONTROL
City shall retain strategic control of all aspects of the services, products and processes used in City
operations, including decisions concerning the Services, City IT Environment, architecture and technical
standards. In connection with implementing such strategic control, City shall: (i) establish processes
and designate decision -makers to exercise strategic control over the Services and (ii) establish
procedures to consult with Vendor and other vendors when and to the extent City determines it to be
appropriate. As part of the Services, Vendor shall provide business intelligence, analysis and support to
City in connection with strategy development, assessment and implementation. All final decisions on
matters relating to strategic control over the Services shall be made by City.
19 MONITORING AND IMPROVEMENT
Vendor shall perform the Services leveraging the Information Technology Infrastructure Library (ITIL)
standards and best practices. By leveraging the ITIL framework and methodology, Vendor will provide a
structured approach to continuous monitoring and improvement of the City's IT environment.
20 VENDOR PERSONNEL
20.1 At all times during the term of this Agreement, Vendor and its employees
shall be independent contractors and not employees of the City. Vendor shall be
solely responsible for, and shall indemnify, defend and save City harmless from all
matters relating to the payment of Vendor's subcontractors, agents and employees,
including compliance with social security, withholding and all other wages, salaries,
benefits, taxes, exactions, and regulations of any nature whatsoever. Vendor
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acknowledges that Vendor and any subcontractors, agents or employees employed
by Vendor shall not, under any circumstances, be considered employees of the City,
and that they shall not be entitled to any of the benefits or rights afforded employees
of the City, including, but not limited to, sick leave, vacation leave, holiday pay,
California Public Employees Retirement System benefits, or health, life, dental, long-
term disability or workers' compensation insurance benefits.
20.2 Selection of Personnel. The City shall be provided the opportunity to
participate in the Vendor's selection of any personnel providing Services under this
Agreement. Vendor shall consider all reasonable City directives in the selection
process to the extent such directives do not cause Vendor to contravene any
applicable legal requirements. The Vendor hereby agrees to and shall deliver to the
City's Human Resources Manager (or his authorized representative) before the
commencement of Services under this Agreement for each and every Vendor
Personnel assigned to perform Services under this Agreement and, thereafter,
during the term of this Agreement for each and every prospective employee hired (or
to be hired) to perform Services under this Agreement a color photocopy of (1) a
social security card, (2) a current and active California Driver's License and/or
current identification card issued by the California Department of Motor Vehicles,
and (3) if applicable, an employment authorization card issued by the U.S.
Department of Homeland Security. To the extent permitted by law, the City shall
conduct a background check on each and every Vendor Personnel assigned to
perform Services under this Agreement and, thereafter, during the Term of this
Agreement for each and every prospective employee hired or to be hired by Vendor
to perform Services under this Agreement.
No Vendor Personnel or prospective employee of the Vendor shall perform or
commence to perform any Services to the City under this Agreement unless and
until the City's Director of Human Resources (or his authorized representative) has
conducted and completed to his satisfaction a background check. The background
check and determination of eligibility for employment by Vendor will be similar to that
used for non -sworn Public Safety City employees and will consist of, among other
things, verification of the social security card, the taking of fingerprints by the
California Department of Justice, a check of judicial court records, and a Megan's
Law check through the Sex Offender Tracking Program at the California Department
of Justice. For Vendor Personnel or prospective employees to be hired to perform
Services at or in connection with the Police or Fire Departments and their records or
computer systems, the City may conduct additional background investigations.
The Vendor agrees to cooperate with the City and, in particular, the City's Human
Resources Manager (or his authorized representative) in the background check
process and to use its best efforts to have Vendor Personnel and its prospective
employees cooperate with the City in that process. Unless otherwise authorized by
the City Manager, Vendor shall not assign Vendor Personnel to the City's account or
employ persons to perform any Services to the City under this Agreement if such
employees fail to meet the same employment eligibility criteria utilized by the City in
connection with the City's determination whether to employ persons for non -sworn
Public Safety positions.
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All persons employed by the Vendor to perform Services (or any portion thereof)
under this Agreement must be eligible to work in the United States. The Vendor
shall obtain and maintain on file: (1) records sufficient to establish that it has
complied with the electronic verification of work authorization program of the Illegal
Immigration Reform and Immigration Responsibility Act of 1996, as amended, and
operated jointly by the United States Department of Homeland Security and the
United States Social Security Administration, or a successor electronic verification of
work authorization program designated by the United States Department of
Homeland Security or other federal agency authorized to verify the work
authorization status of each and every Vendor Personnel assigned to perform
Services under this Agreement and, thereafter, during the term of the Agreement for
each and employees pursuant to the Immigration Reform and Control Act of 1986,
Pub. L. No. 99-603; and (2) fully -completed and executed U.S. Citizenship and
Immigration Services, Department of Homeland Security Form 1-9, Employment
Eligibility Verification. The Vendor shall retain such records for the duration of such
employee's employment. The records maintained shall be immediately made
available to the City for inspection and audit upon written notice to the Vendor by the
City Manager or the City's Director of Human Resources.
20.3 Designation of Vendor Key Personnel. As of the Commencement Date
and from time to time as City and Vendor may agree during the Term, but no less
frequently than annually, shall designate and advise the City of the Vendor's Key
Personnel to be assigned to perform Services under this Agreement. The initial
Vendor Key Personnel shall include the Account Manager, Project Manager,
System/Network Administrator. For each of the Vendor Key Personnel, Vendor shall
only replace such individual when required or permitted pursuant to this Section 20.3
or Section 24 (Supervision and Conduct of Vendor Personnel). Vendor's
appointment of any Vendor Key Personnel shall be subject to City's written consent.
All Vendor Key Personnel shall be assigned to perform the Services on such basis
(e.g., full time assignment or otherwise) as needed to ensure that the Services
contemplated hereunder are provided in an efficient and timely manner and in
accordance with this Agreement. Without City's prior written consent, Vendor shall
not: (i) undertake any action with respect to any Vendor Key Personnel that would
result in the alteration or reduction of time expended by such Vendor Key Personnel
in performance of Vendor's duties under this Agreement; or (ii) transfer, reassign or
otherwise redeploy any Vendor Key Personnel from performance of Vendor's duties
under this Agreement (except for an Approved Reassignment, as defined in Section
20.6 below). The foregoing does not prohibit or restrict Vendor Key Personnel from
participating in general corporate duties applicable to other similarly situated
employees nor does the foregoing prohibit or restrict Vendor Key Personnel from
exercising employee benefits in accordance with Vendor guidelines/polices (e.g.,
taking vacation in accordance with Vendor guidelines/policies).
20.4 Account Manager. Management oversight of the Vendor Personnel and
Services shall be performed by the Account Manager. Vendor's Account Manager
shall work closely with City staff to ensure that all Services are met in a timely and
professional manner. Through detailed analysis of overall operations and
agreement with the goals and priorities of the City, the Account Manager shall
provide comprehensive monthly Service Level Agreement performance reports and
project status reports outlining any issues or concerns which may impact their
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successful completion. Additionally, the Account Manager shall be responsible for
reviewing the IT Strategic Plan for future enhancements and the implementation of
new technologies that are in alignment with the established IT Strategic Plan. The
Account Manager shall also participate in IT Steering Committee meetings,
represent Vendor at City management and City Council meetings as determined
necessary by the City Project Manager, supervise the activities of Vendor Personnel
and subcontractors, act as liaison to telecommunications, cable, and other service
providers and software vendors, and lead negotiations when necessary.
20.5 Account Manager's Incentive. Vendor agrees that, to avoid any perception
of conflict of interest, the Vendor Account Manager will not receive any commissions
based on the sale, lease or licensing of any software, hardware or services by
Vendor, any Subcontractor or any of their Affiliates, to City.
20.6 Reassignment and Replacement. Vendor shall not reassign or replace any
Key Personnel (excluding the Account Manager) during the first year of his or her
assignment unless: (1) City consents in writing to such reassignment or
replacement; or (2) the individual (a) voluntarily resigns from Vendor, (b) is
dismissed by Vendor for (i) cause or misconduct (e.g., fraud, drug abuse, theft) or
(ii) unsatisfactory performance in respect of his or her duties and responsibilities to
City or Vendor, (c) is removed from the Vendor Personnel pursuant to Section 24
(Supervision and Conduct of Vendor Personnel), (d) is unable to work due to his or
her death or disability, or (e) takes a leave of absence from Vendor for illness or
under the Family and Medical Leave Act (subparts (1) and (2) are collectively
referred to as "Approved Reassignments"). Except for a replacement or
reassignment of the Vendor Key Personnel due to the occurrence of an Approved
Reassignment, Vendor shall not reassign or replace any Vendor Key Employee, if
such reassignment or replacement would materially disrupt City's operations, until
the completion of any projects to which the Vendor Key Employee is assigned. No
Approved Reassignment of a Vendor Key Employee shall occur without at least
thirty (30) days prior written notice to City. If within one year from the
Commencement Date, any Vendor Key Employee becomes incapacitated, disabled,
takes a leave of absence, voluntarily terminates his/her employment with Vendor, is
terminated or removed for cause by Vendor, or is transferred, reassigned or
redeployed with the consent of City, within forty-eight (48) hours after the expiration
of the thirty -day period referred to above (unless additional time is granted by City),
Vendor shall replace such person with another person approved by City in
accordance with Section 21.2 (Reassignment/Replacement of Vendor Personnel)
below. Vendor shall not reassign or replace, of Vendor's own volition, Account
Manager in the first twenty-four (24) months of his/her assignment; provided,
however, that nothing herein shall limit or restrict the Account Manager from
resigning his/her employment with Vendor.
20.7 Succession Plans and Cross Staffing Required. Vendor shall maintain
active succession plans for Vendor positions, including plans to effectively transfer
knowledge from Vendor Personnel in the event that it becomes necessary to replace
such Vendor Key Personnel. Upon termination or resignation of any Vendor Key
Personnel, Vendor shall promptly provide written notice to City of such termination or
resignation and identify potential suitable replacements in writing.
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20.8 Remote Services. Vendor shall obtain the written consent of City prior to
the use of any remote (i.e., off-site) resources to perform Services under this
Agreement.
21 REMOVAL AND REPLACEMENT OF VENDOR PERSONNEL
21.1 Removal of Vendor Personnel by City. Notwithstanding anything contained
herein to the contrary, if City believes that the performance or conduct of any Vendor
Personnel employed or retained by Vendor to perform Vendor's obligations under
this Agreement (including Vendor Key Employee) is unsatisfactory or is not in
compliance with the provisions of this Agreement, City shall so notify Vendor in
writing and Vendor shall, at Vendor's cost, either promptly address the performance
or conduct of such Vendor Personnel, or, at City's request, and to the extent
permitted by law, immediately replace such Vendor Personnel with another Vendor
Personnel acceptable to City and with sufficient knowledge and expertise to perform
the Services in accordance with this Agreement.
21.2 Reassignment/Replacement of Vendor Personnel. If: (1) Vendor is
obligated to replace any Vendor Personnel as provided in Section 21.1 above
(Removal of Vendor Personnel by City) above; or (2) Vendor wants to replace or
reassign any of the Vendor Key Personnel, and either City consents to such
replacement or reassignment, or City's consent to such replacement or
reassignment is not required as provided in Section 20.3 (Designation of Vendor Key
Personnel) above, then: (3) the terms of Section 21.1 (Removal of Vendor
Personnel by City) above with respect to City's right to select replacement personnel
for any Vendor Key Personnel shall apply; (4) the proposed replacement personnel
shall be "qualified," meaning that the proposed replacement personnel shall possess
comparable experience and training as the Vendor Personnel to be replaced; and
(5) as Vendor deems warranted, the replacement Vendor Personnel shall work with
the replaced Vendor personnel during a mutually agreed transition period, and all
costs and expenses associated with educating and training the replacement
personnel shall be borne by Vendor. The City's rights under this Section 21 shall not
be exercised in an arbitrary or capricious manner, or with the intent of forcing a
termination of this Agreement.
22 MINIMUM ON-SITE STAFFING LEVELS
Beginning on the Commencement Date, Vendor will provide a minimum of two (2) on-site full-time
equivalent ("FTE") personnel supplemented by other on-site personnel or remote personnel in order to
meet SLA standards and as outlined in Vendor's RFP Proposal. After one (1) year following the
Commencement Date of this Agreement, Vendor may propose to the City an alternative staffing model
for provision of the Services. City agrees to evaluate such alternate staffing proposals in good faith,
acknowledging the potential that such proposal, while achieved at no additional cost or savings to City,
may enable Vendor to optimize its financial and delivery commitments under this Agreement. Vendor
agrees that none of the Vendor Personnel or Vendor Shared Services Locations will be located outside
of the United States.
23 MINIMUM PROFICIENCY LEVELS AND TRAINING FOR VENDOR PERSONNEL
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Vendor agrees that all Vendor Personnel assigned to perform Services under this Agreement must have
experience in the areas for which they are responsible under this Agreement and will receive no less
than forty (40) hours of professional training by Vendor in each and every year of the Term of this
Agreement. All costs and expenses associated with providing, equipping, training and retaining Vendor
Personnel and other staff is included within the Fees payable by the City for the Services rendered by
Vendor under this Agreement. In the event that, as a result of the actions or inaction of any member of
the Vendor Personnel (including Subcontractors), additional work is required to perform the Services
under this Agreement, Vendor shall perform all such work at no additional charge to City. City shall not
be required to pay for Services provided by any Vendor Personnel who does not possess the
represented levels of experience and expertise. In the event that, as a result of the actions or inaction
of any member of the Vendor Personnel (including Subcontractors), additional work is required to
perform the Services under this Agreement, Vendor shall perform all such work at no additional charge
to City.
24 SUPERVISION AND CONDUCT OF VENDOR PERSONNEL
24.1 Vendor shall be responsible for the management, supervision and conduct of the
Services performed by all Vendor Personnel assigned to provide Services under this
Agreement, and shall direct and control the management of such Vendor Personnel. For
Vendor Personnel, Vendor shall, at its own sole cost and expense: (a) determine and pay all
applicable wages, salaries, benefits, taxes, exactions, including applicable sick leave,
vacation leave, holiday pay, overtime and other premium pay; (b) provide welfare and
retirement benefits, as it deems necessary or desirable; (c) comply with applicable tax laws
and regulations, including income tax, social security and employment tax withholding laws
and regulations; (d) comply with all applicable laws governing the employment relationship
between Vendor and its Personnel, including laws, as applicable, relating to accommodation
of disabilities, equal pay, provision of leave (e.g., FMLA, jury duty, etc.), unlawful
discrimination, as well as wage and hour requirements; (e) comply with all workers'
compensation insurance coverage laws; (f) file all applicable reports with federal, state and
local agencies and authorities as required by applicable Laws; and (g) maintain all required
employment records, including the records specified in Section 20.2, above, personnel and
medical files consistent with applicable Laws and customary business practices.
25 INSURANCE.
Vendor shall procure and maintain for the duration of this Agreement insurance against
claims for injuries to persons or damages to property which may arise from or in connection
with the performance of the Services hereunder and the results of those Services by the
Vendor, its agents, representatives, employees or subcontractors. Coverage shall be at
least as broad as:
25.1 Workers' compensation insurance as required by law for the protection of
its Personnel during the progress of the work. Vendor understands it is an
independent contractor and not entitled to any worker's compensation benefits under
any City program.
25.2 Comprehensive general liability insurance or commercial general liability
insurance written on an occurrence basis, providing for a combined single limit of $1
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million for bodily injury, death and property damage. If a general aggregate limit is
used, either the general aggregate limit shall apply separately to this Agreement or
the general aggregate limit shall be twice the required occurrence limit.
25.3 Business automotive liability insurance covering all owned, non -owned and
hired automobiles providing for a combined single limit of $1 million for bodily injury,
death and property damage. If Vendor owns no vehicles, this requirement may be
satisfied by a non -owned auto endorsement to the general liability policy described
in Section 25.2. If the Vendor or Vendor's employees will use personal automobiles
in any way in performing Services, Vendor shall provide evidence of personal
automobile liability coverage for each such person.
25.4 Each policy of general liability and automotive liability shall provide that the
City, its officers, agents and employees are declared to be additional insureds under
the terms of such policies, but only with respect to the Services performed by
Vendor under this Agreement. A policy endorsement to that effect shall be provided
to the City along with the certificate of insurance, which endorsement shall be on a
form acceptable to the City's Risk Manager. In lieu of an endorsement, the City will
accept a copy of the policy(ies) which evidences that the City its officers, agents and
employees are additional insureds as a contracting party.
25.5 Vendor shall maintain during the life of this Agreement professional liability
insurance covering errors and omissions arising out of Vendor's performance of this
Agreement in the amount of $1,000,000 per claims basis made. Vendor agrees to
keep such policy in force and effect for at least two (2) years from the date of
completion of this Agreement or shall provide a two (2) year extended reporting
period from the date of completion of this Agreement.
25.6 The insurance policies maintained by Vendor shall be primary insurance
and no insurance held or owned by City shall be called upon to cover any loss under
the policy. Vendor will determine its own needs in procurement of insurance to cover
liabilities other than as stated above.
25.7 Before Vendor performs any work or prepares or delivers any materials,
Vendor shall furnish certificates of insurance and endorsements, as required by the
City, evidencing the aforementioned commercial general liability and automotive
liability insurance coverages, which shall provide that the insurance in force will not
be canceled or allowed to lapse without at least ten (10) Business Days prior written
notice to City.
25.8 Except for professional liability insurance coverage that may be required by
this Agreement, all insurance maintained by Vendor shall be issued by companies
admitted to conduct the pertinent line of insurance business in the State of California
and having a rating of Grade A- or better and Class VII or better by the latest edition
of Best's Key Rating Guide. In the case of professional liability insurance coverage,
such coverage shall be issued by companies either licensed or admitted to conduct
business in the State of California so long as such insurer possesses the
aforementioned Best's rating.
25.9 Vendor shall immediately notify the City if any required insurance lapses or
is otherwise modified and shall require renewal or replacement certificates of
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insurance showing required insurance is currently maintained. Alternatively, the City
may procure insurance or self insure the risk and charge Vendor for such costs and
any and all damages resulting there from, by way of set-off from any sums owed
Vendor.
25.10 Vendor agrees that in the event of loss due to any of the perils for which it
has agreed to provide insurance, Vendor shall look solely to its insurance for
recovery. Vendor hereby grants to the City, on behalf of any insurer providing
insurance to the Vendor with respect to the services of Vendor herein a waiver of
any right to subrogation which any such insurer of said Vendor may acquire against
the City by virtue of the payment of any loss under such insurance.
26 COMPLIANCE WITH CITY RULES
In performing the Services and while on any City facility or property, Vendor Personnel shall: (a)
conduct themselves in a businesslike manner; and (b) comply with the City Personnel Manual and
Administrative Manual ("City Rules"). City Rules, and additions or modifications thereto, may be
communicated orally or in writing to Vendor or Vendor Personnel or may be made available to Vendor
or Vendor Personnel by conspicuous posting at a City Site, electronic posting or other means generally
used by City to disseminate such information to its Personnel or contractors. Vendor shall be
responsible for the promulgation and distribution of City Rules to Vendor Personnel to the extent
necessary and appropriate.
27 TURNOVER RATE AND DATA FOR VENDOR ON-SITE PERSONNEL
To ensure consistency of Services delivery and minimize Vendor Personnel learning curves, Vendor shall
make reasonable efforts to minimize the turnover in Vendor Personnel not to exceed twenty percent
(20%) per contract year. If City determines that the turnover rate of the Vendor Personnel is
unacceptable and so notifies Vendor, Vendor shall within ten (10) Business Days: (i) provide City with
data concerning Vendor's turnover rate; (ii) meet with City to discuss the reasons for the turnover rate;
and (iii) submit a proposal for reducing the turnover rate for City's review and written approval.
Notwithstanding any transfer or turnover of Vendor on-site Personnel, Vendor shall remain obligated to
perform the Services without degradation and in accordance with the Service Level Agreements and the
other terms and conditions of this Agreement.
28 ELECTRONIC INCIDENT REPORTING
For purposes of this Agreement, "Electronic Incident" means any unauthorized action by a known or
unknown person which, if successfully completed, attempted, or threatened, could reasonably be
considered one of the following: an attack, penetration, denial of service, disclosure of Proprietary or
Confidential Information, misuse of system access, unauthorized access or intrusion (hacking), Virus
intrusion, scan of the Systems, networks, technology, content or websites of City (or another City
Authorized User) or Vendor (or its Affiliates or Subcontractors), or any other activity that could
adversely affect Proprietary or Confidential Information. Vendor shall report to City all known or
suspected Electronic Incidents. If an Electronic Incident occurs, Vendor shall as soon as possible notify
City and provide the following information, to the extent known to or ascertainable by Vendor: the
nature and impact of the Electronic Incident; actions already taken by Vendor; Vendor's assessment of
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immediate risk; and corrective measures to be taken, evaluation of alternatives and next steps. Vendor
shall continue providing appropriate status reports to City regarding the resolution of the Electronic
Incident and prevention of future such Electronic Incidents. In consultation with Vendor, City may, in its
reasonable discretion, require that Vendor's ability to access, process, or store City Proprietary or
Confidential Information be suspended, connectivity with Vendor be terminated, or other appropriate
action be taken pending such resolution, provided that upon any such action by City, Vendor shall be
relieved of its obligations under this Agreement to the extent it is unable to perform under such
circumstances and so notifies City at the time of such suspension by City.
29 REDUCTION IN COSTS OF SERVICES DELIVERY
The Parties shall work together throughout the Term to identify ways of achieving reductions in the cost
of Services delivery and corresponding reductions in the Fees to be paid by City by modifying the
delivery and performance mechanisms for the provision of the Services without impacting the Service
Level Agreements or Vendor's other responsibilities under this Agreement. If requested by City and at a
minimum at least once each Contract Year commencing not later than sixty (60) calendar days prior to
the commencement of a Contract Year (except for the first Contract Year), Vendor shall prepare a
written proposal at a level of detail sufficient to permit City to make an informed business decision
identifying all viable means of achieving the desired reductions without adversely impacting objectives
or requirements identified by City, or, if such adverse impacts cannot be avoided, identifying such
adverse impacts in accordance with Section 6 (Change Management). Each year during the Term,
Vendor commits to using its best efforts to reduce the Fees and the costs of Services delivery.
30 INCIDENTAL EXPENSES
Vendor acknowledges that, except as expressly provided otherwise in this Agreement, expenses that
Vendor incurs in performing the Services (including clerical, administrative, insurance, management,
travel and lodging, document reproduction and shipping, desktop Equipment and other office
Equipment required by Vendor Personnel other than furniture and equipment provided by the City
pursuant to Section 4.1 of this Agreement) are included in Vendor's charges and rates set forth in this
Agreement. Accordingly, such Vendor expenses are not separately reimbursable by City unless City, in
its sole discretion, has agreed in advance and in writing to reimburse Vendor for the expense, and those
expenses comply with City's then -current expense policy.
31 INDEMNIFICATION
31.1 To the fullest extent permitted by law, Vendor agrees to indemnify, defend
and hold the City, its City Council and each member thereof, and the officers,
employees and representatives of the City (herein referred to collectively as the "City
Indemnitees") entirely harmless from all liability directly arising out of:
31.1.1 Any and all claims under worker's compensation acts and other benefit
acts with respect to Vendor Personnel or a Subcontractor's Personnel
arising out of Vendor's work under this Agreement; and
31.1.2 Any claim, loss, injury to or death of persons or damage to property
caused by any act, neglect, default or omission of Vendor, or person, firm
or corporation employed by Vendor under this Agreement, including all
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damages due to loss or theft sustained by any person, firm or corporation
including the City Indemnitees, or any of them, arising out of, or in any
way connected with the Services which are the subject of this Agreement,
including injury or damage either on or off City's property; but not for any
loss, injury, death or damage, to the extent caused by the active
negligence or willful misconduct of City. Vendor, at its own expense, cost
and risk, shall indemnify any and all claims, actions, suits or other
proceedings that may be brought or instituted against the City
Indemnitees on any such claim or liability covered by this subsection
31.12, and shall pay or satisfy any final judgment that may be rendered
against the City Indemnitees, or any of them, in any action, suit or other
proceedings as a result of coverage under this subsection 31.12.
31.2 Except for the City Indemnitees, the indemnifications provided in this
Agreement shall not be construed to extend any third party indemnification rights of
any kind to any person or entity which is not a signatory or designated City
Indemnitee to this Agreement.
31.3 Vendor shall not be responsible for (and such indemnity shall not apply to) any
willful misconduct, negligence or breach of this Agreement by the City.
31.4 The foregoing indemnity shall survive termination of this Agreement.
32 LIMITATION OF LIABILITY
In no event shall either Party to this Agreement be liable to the other Party hereunder for any reason
whatsoever in an amount exceeding Three Million Dollars ($3,000,000), in the aggregate, with regard to
any and all claims or causes of action arising from or in any way related to (i) this Agreement, (ii) any
goods or services provided pursuant to or in connection with this Agreement, (iii) the use, operation or
implementation of any goods and services provided pursuant to or in connection with this Agreement,
or (iv) any act or failure to act by any agent, employee, officer, director, Affiliate, subsidiary, consultant
or adviser to any Party hereto in connection with or related to the performance by such Party
hereunder. Under no circumstances will either Party to this Agreement be liable for any incidental,
consequential, indirect, punitive or special damages arising out of or in connection with this Agreement,
however caused and based on any theory of liability. The limitation set forth in this Section shall not
apply with respect to damages attributable to the intentional torts, unlawful conduct, or gross
negligence of a Party.
33 DISPUTE RESOLUTION
33.1 Notification. In the event of a material breach or claim of breach in relation
to or in connection with this Agreement or any of the terms or conditions hereof, or
any transaction hereunder including but not limited to either Party's failure or alleged
failure to comply with any of the provisions of this Agreement (hereinafter collectively
the "Dispute"), the Parties shall first promptly provide in writing to the other a general
written statement of their respective claims. This statement need not be complete
and will not limit the claims of either Party in any further proceeding with respect to
this Agreement. The statement shall indicate that it is the first statement of a formal
dispute resolution process under this Agreement. If the Parties are unable to
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resolve the dispute within ten (10) Business Days of receipt of such written
statement, the claimant may proceed as otherwise contemplated by this Agreement.
33.2 Internal Resolution Procedures.
33.2.1 Within five (5) Business Days of the time that one Party informs the other
of a Dispute or within such longer period of time as the Parties may
agree, the City Project Manager and Vendor's Account Manager shall
conduct a meeting to reach an agreement to use their best efforts to
either: (a) resolve the matter and set forth such resolution in writing, or
(b) define the Dispute in writing, including a description of the position of
each Party and the other projects and tasks which would be affected by
the proposed resolution submitted by the City Project Manager and by
the proposed resolution submitted by Vendor's Account Manager.
33.2.2 If the City Project Manager and Vendor's Account Manager are unable to
reach an agreement pursuant to Section 33.2.1, then within five (5)
Business Days of such failure to agree, at least one knowledgeable
representative of Vendor management and the City Manager shall meet
at a mutually agreed upon location to attempt to reach a resolution of the
matter in light of the description of the Dispute submitted by the Parties
and further discussion among and between the Parties and their
respective representatives.
33.3 Mediation Resolution Procedures. If the procedure set forth in Section
33.2 is unsuccessful in resolving the Dispute, the Parties may, upon mutual
agreement, submit a Dispute to mediation by a third party, neutral mediator.. All
mediator fees shall be equally shared by the Parties.
33.4 Performance During Disputes. Vendor shall be under the obligation to
continue to provide Services to the City while the Parties are seeking to resolve any
Dispute so long as the City shall continue to pay Vendor all Service Fees, both past
due and as they come due, unless the Dispute relates to payment of a Service Fee
(or some portion thereof) in which event the City may retain such disputed amount
pending resolution of the Dispute.
33.5 Litigation. If any legal or equitable action or any mediation or arbitration or
other proceeding is brought for the enforcement or interpretation of this Agreement,
or because of an alleged claim, dispute, breach, default, or misrepresentation in
connection with any provision of this Agreement, the successful or prevailing party
will be entitled to recover reasonable attorneys' fees and other costs (including the
fees and costs of experts) incurred in that action or proceeding, in addition to any
other relief to which it may be entitled.
34 WITHHOLD REMEDY
In addition to, and cumulative of all other remedies in law, at equity and provided under this Agreement
or this Section, in the event City reasonably believes Vendor is in default of a material duty or obligation
under this Agreement and it fails to cure the default within thirty (30) days after receipt of written
notice of default from City setting forth with specificity the nature of the default of a material duty or
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obligation and the requested remedy or cure, City may, without waiving any other rights under this
Agreement, elect to withhold payments due to Vendor under this Agreement during the period
beginning with the 31st day after Vendor's receipt of notice of default and ending on the date that the
default has been cured to the reasonable satisfaction of City. Vendor shall continue to provide the
Services, so long as City pays Vendor at least fifty percent (50%) of the monthly invoice. Upon curing of
the default by Vendor, City will cause the withheld payments to be paid to Vendor, without interest.
Upon resolution of the claim, Vendor shall issue to City any applicable credit or reinstitute the disputed
amount as an amount due within thirty (30) days from the final resolution of the dispute. Under no
circumstances may City withhold Fees and charges which are overdue to Vendor for items not in
dispute, nor may City offset such overdue Fees and charges against amounts to be legitimately
withheld.
35 SECURITY AND REVIEWS
35.1 Information Security Review. During the Term, City may perform
information security reviews on any Systems, Equipment, software, network(s) or
facilities used by Vendor to provide the Services hereunder ("Reviews"). The
Reviews may include physical inspection, external scan, internal scan, code review,
process reviews and reviews of system configurations. The Reviews may be
conducted, at City's discretion and at City's expense, by City or its designee(s).
Vendor will not bring any claim otherwise permitted by any Laws which may provide
a cause of action against City based upon Reviews permitted under this Section and
conducted pursuant to the agreed upon scope and methodology. Should any
Review result in the discovery of material security risks to the Systems, Equipment,
software, network(s) or facilities used by Vendor to provide the Services, City shall
promptly notify Vendor of such risks, and Vendor shall respond to City in writing
within three (3) Business Days with Vendor's plan to take reasonable measures to
promptly correct, repair, or modify the applicable System, Equipment, software,
network or facility to effectively eliminate such risks at no cost to City or the other
City Authorized User. Upon approval by City, Vendor shall implement such plan as
quickly as practicable. Should Vendor fail to take reasonable measures to remedy
the identified risk, City may terminate this Agreement for cause effective
immediately.
35.2 Benchmarking and Audits. Vendor shall reasonably cooperate with any
benchmark or service audit conducted by City, provided that such audit shall be
conducted at City's expense. The results and reports of any benchmark or service
audit shall be submitted by the benchmarker to the City Project Manager.
36 BILLING ADJUSTMENTS
Vendor shall provide the City Project Manager with a monthly summary of credit and debit billing
adjustments. The summary shall include, but not be limited to, the number and types of adjustments
identified, the number of adjustments resolved and the number and types of adjustments that are
outstanding. Vendor shall ensure that all billing debits and credits, including associated taxes, are
distributed on the billing reports and the invoice and are shown at the proper hierarchy level. If an
adjustment is found to exceed 20%, Vendor shall notify the City Project Manager before processing the
adjustment to the billing report and the invoice. Vendor shall process all adjustments on the reports
and invoice. In no event shall an adjustment result in a net increase to any Charge invoiced more than
January 14, 2015
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one hundred and twenty (120) days after the original invoice date for that Charge other than Fees that
are the subject of a Dispute that is not resolved within one hundred twenty (120) days in accordance
with Section 33.
37 CONFLICT OF INTERESTS
Vendor represents and warrants to City that neither Vendor nor any of its Affiliates, nor any Vendor
Personnel or Subcontractor, has accepted or shall accept anything of value based on an understanding
that the actions of Vendor, any such Affiliates or any such Subcontractor or Vendor Personnel would be
influenced thereby in connection with this Agreement. Vendor further represents and warrants that it
has not given and will not give commissions, payments, kickbacks, gifts, lavish or extensive
entertainment or other inducements to any City Personnel in connection with this Agreement at any
time during the Term. Vendor also represents and warrants that, to the best of its knowledge, no
officer, director, employee, agent or representative of Vendor and/or any Subcontractor or Vendor
Personnel has given any such payments, gifts, entertainment or other thing of value to any City
Personnel prior to the Effective Date of this Agreement. Vendor further represents and warrants that
no employee, official or member of City Council of City has or will have a pecuniary interest or benefit
directly or indirectly from this Agreement and that it has not offered or given gratuities (in the form of
entertainment, gifts or otherwise) to any employee, official or member of City Council of City with a
view toward securing favorable treatment in the awarding, amending or evaluating the performance of
this contract. For breach of any representation or warranty in this clause, City shall have the right to
terminate this Agreement without liability and/or have recourse to any other remedy it may have at
law.
38 INFORMATION FURNISHED TO CITY
Vendor represents and warrants to City that all written information (including financial information)
furnished to City prior to the Commencement Date by or on behalf of Vendor in connection with this
Agreement, including in the Vendor's Proposal, and all the information made a part of this Agreement
and any exhibits hereto is true, accurate and complete, and contains no untrue statement of a material
fact or omits any material fact necessary to make such information not misleading.
39 PROTECTION OF CITY PROPERTY
Vendor shall use reasonable care to avoid damaging existing buildings, equipment and vegetation on or
about premises owned by, or under the control of, City. If Vendor's failure to use reasonable care
causes damage to any such property to the extent such damage was caused solely by Vendor, Vendor
shall replace or repair the damage at no expense to City. If the Vendor fails or refuses to make such
repair or replacement, Vendor shall be liable for the cost, which may be deducted from the Fees.
40 COMPLETENESS OF DUE DILIGENCE ACTIVITIES
Vendor acknowledges that it has been provided with sufficient access to City Sites, information and
personnel, and has had sufficient time in which to conduct and perform a thorough due diligence of City
operations and requirements and City assets currently used by City (or its designated Third Party
Vendors) in currently providing such services. In light of the foregoing, Vendor will not seek any
adjustment in the Fees based on any incorrect assumptions made by Vendor in arriving at the Fees.
January 14, 2015
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41 AUDIT, INSPECTION, AND EXAMINATION OF RECORDS
41.1 General. In order to fully realize its objectives, with advance written notice
at reasonable times and not more frequently than once per year, City must have full
and free access to, and the right to audit and to make excerpts and transcripts from,
any and all pertinent books, accounting records, documents, invoices, papers and
the like of the Vendor or its subcontractors, or in the possession of the Vendor,
regarding the Services provided under this Agreement to the extent the City deems
necessary to ensure that City is paying only the amounts to which Vendor is properly
entitled or for other purposes relating to the Agreement ("Contract Records").
41.2 Contemporaneous Documentation. On an ongoing basis, Vendor must
document the Services in sufficient detail for a qualified third party to understand the
nature and scope of the Services. As requested by City from time to time, and at no
additional charge to City, Vendor shall make available to City for review a copy of all
Vendor Proprietary Documentation required to enable City to fully utilize, as
permitted under this Agreement, the Services, Vendor Equipment, Vendor
Proprietary Tools, and Vendor Proprietary Software. Vendor shall update and
maintain all Vendor Proprietary Documentation within thirty (30) days after a change
in a previously documented process occurs unless otherwise agreed by the Parties
in writing. If Vendor Proprietary Documentation is revised or supplemented, Vendor
shall make available for review a copy of such revised or supplemental Vendor
Proprietary Documentation to City on request and at no cost to City.
41.3 Contract Records. With respect to the performance of Services and as
reasonably needed to validate Vendor's compliance with this Agreement, Vendor
shall maintain complete and accurate Contract Records. Vendor shall retain
Contract Records in accordance with City's record retention policy, as modified from
time to time and provided to Vendor in writing during the Term. Vendor also shall
ensure that as part of its disaster recovery and business continuity obligations,
Vendor will protect all Contract Records and ensure that they are fully and
completely backed -up and recoverable in the event of a disaster.
41.4 Recordkeeping. Vendor shall maintain the Contract Records complying in
all respects with all applicable laws including transaction -level documentation, such
as supporting invoices, purchase orders, bills of lading, tax returns, exemption
certificates and other relevant documents, all as applicable laws require. Such
records and books, and the accounting controls related thereto, shall be sufficient to
provide reasonable assurances that: (a) transactions are recorded so as to permit
the preparation of Vendor's financial statements to maintain accountability for its
assets; and (b) the recorded accountability for assets is compared with the existing
assets at reasonable intervals and appropriate action is taken with respect to any
differences. Vendor shall retain and maintain accurate records and documents
relating to performance of Services under this Agreement until the end of the Record
Retention Period.
41.5 Self Audits. In addition to the audits authorized by City as set forth above,
on an annual basis, Vendor shall perform a self -audit of its business and operations
to evaluate its compliance with the City Rules. The scope and nature of such audit
January 14, 2015
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shall be mutually agreed upon by the City Project Manager and the Vendor. The
audit shall be initiated no later than the anniversary date of each Contract Year.
Within sixty (60) days of the initiation of the self -audit, Vendor shall provide City with
a written report outlining the results of the self -audit.
41.6 Third Party Audits. The City may be subject to regulation and audit by
governmental bodies, standards organizations, other regulatory authorities, or other
parties to contracts with the City under applicable laws, rules, regulations, standards
or contract provisions. If a governmental body, standards organizations, other
regulatory authority, customer, client or other party to a contract with the City
exercises its right to examine or audit the City's books, records, documents or
accounting practices and procedures pursuant to such laws, rules, regulations,
standards or contract provisions, Vendor shall provide all assistance reasonably
requested by the City in responding to such audits or requests for information
(including allowing the City to conduct an audit pursuant to Section 41.1), and shall
do so in an expeditious manner to facilitate the prompt closure of such third party
audit or request.
42 SUBCONTRACTORS
42.1 Approval Required. City has relied, in entering into this Agreement, on the
reputation of, and on obtaining the personal performance of, Vendor itself.
Consequently, Vendor shall not perform or provide all or any portion of the Services
through Subcontractors (including Affiliates of Vendor), including providers of
hardware and software, without the prior written consent of the City Project
Manager, which consent may be withheld by the City Project Manager in his sole
discretion. Any attempt by Vendor to subcontract any performance, obligation or
responsibility under this Agreement, without the prior written consent of the City,
shall be null and void and shall constitute a material breach of this Agreement.
Vendor shall ensure that each Subcontractor has obtained and maintains all licenses
required in connection with the Services for which such Subcontractor is responsible.
42.2 Request for Approval. If Vendor desires to subcontract any portion of its
performance, obligations or responsibilities under this Agreement, Vendor shall
make a written request to City for written Approval to enter into the particular
subcontract. Vendor's request to City shall include: (a) the reason(s) for the
particular subcontract; (b) a detailed description of the work to be performed by the
proposed Subcontractor; (c) identification of the proposed Subcontractor and an
explanation of why and how the proposed Subcontractor was selected; and (d) any
other information reasonably requested by City. City will review Vendor's request to
subcontract and determine, in its sole and absolute discretion, whether or not to
consent to such request on a case-by-case basis.
42.3 Subcontractor Agreements. All contracts between Vendor and its
Subcontractors entered into by Vendor after the Commencement Date exclusively or
primarily for City must be materially consistent with the terms and conditions of this
Agreement, to the extent such terms and conditions are relevant to the Services to
be provided by the Subcontractor, and shall identify City as a direct and intended
third party beneficiary thereof. City agrees that, in the event it (a) terminates any
Service(s) then being performed by a Subcontractor under such Subcontractor's
January 14, 2015
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contract with Vendor and is not obligated to pay a termination fee to Vendor; or (b)
terminates any Service(s) then being performed by a Subcontractor pursuant to
Section 42.4, it will not subsequently directly engage such Subcontractor to perform
the Service(s) such Subcontractor had been performing for City under its contract
with Vendor.
42.4 Vendor Obligations Remain Unchanged. Vendor shall remain responsible
to City for any and all performances required under this Agreement by Vendor or its
approved Subcontractors, including, but not limited to, the obligation to properly
manage, supervise, coordinate and perform all work required under this Agreement
and with respect to the Services, and no subcontract shall bind or purport to bind
City or excuse Vendor from performance. Vendor shall manage and supervise the
activities and performance of each Subcontractor and shall be jointly and severally
liable with each such Subcontractor for any act or failure to act by such
Subcontractor in connection with or related to the Services. If City determines that
the performance or conduct of any Subcontractor is unsatisfactory, City may notify
Vendor of its determination in writing, indicating the reasons therefor, in which event
Vendor promptly shall take all necessary actions to remedy the performance or
conduct of such Subcontractor or, subject to the terms of Section 21, replace such
Subcontractor with another Third Party Vendor or with Vendor Personnel. Vendor
shall be solely liable and responsible for any and all payments and other
compensation to, and the performance of, all Subcontractors and their officers,
employees, agents and independent contractors. All agreements between Vendor
and any Subcontractors shall include provisions at least as favorable to City as those
contained in this Agreement. In no event shall Vendor be relieved of its obligations
under this Agreement as a result of its use of any Subcontractors.
43 CITY REFERRALS AND AS A REFERENCE SITE
City and Vendor agree that the Services provided by Vendor under the terms of this Agreement have
the potential to be marketed to other municipalities and entities. City agrees, upon Vendor's prior and
reasonable request, to act as a reference site for Vendor in connection with the services provided under
this Agreement, so long as such reference site visits do not tend to degrade performance of the
Services. In this connection, City will, upon timely receipt of notice thereof, make its facilities and
personnel reasonably available to Vendor as reasonably requested by Vendor to permit Vendor to
provide site visits to current and prospective clients and to demonstrate any or all of the services
provided by Vendor to City under this Agreement.
the City Project Manager determines, in his sole
unduly burdensome and/or disruptive.
44 ADVERTISEMENT
City may unilaterally withdraw as a reference site in
and absolute discretion, that event site visits are
Vendor shall not use in its external advertising, marketing programs, or other promotional efforts any data,
pictures, or other representation of City except on the specific written authorization in advance of the City
Project Manager. Vendor will limit and direct any of its advertising on the City premises and shall make
arrangements for such advertising through the City Project Manager. Vendor shall not install any signs or
other displays within or without City premises unless in each instance the prior written approval of the City
Project Manager has been obtained. However, nothing in this clause shall preclude Vendor from listing
City on its routine client list for matters of reference.
January 14, 2015
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45 GENERAL
45.1 Notices. Except as otherwise provided herein, all notices required under
this Agreement shall be in writing and delivered personally or by first class mail,
postage prepaid, to each Party at the address listed below. Either Party may
change the notice address by notifying the other Party in writing. Notices may be
sent by either facsimile or U.S. Mail. Notices shall be deemed received upon receipt
of same or within three (3) Business Days of deposit in the U.S. Mail, whichever is
earlier. Notices sent by facsimile shall be deemed received on the date of the
facsimile transmission.
If to Vendor: If to City:
VENDOR REPRESENTATIVE CITY
REPRESENTATIVE
45.2 Waiver. Waiver of breach or failure to perform any provision of this
Agreement shall not be deemed a waiver of future performance nor shall it prejudice
the waiving Party's right to require strict performance of the same provision or any
other provision in the future. No term or condition of this Agreement shall be waived,
modified or deleted except by an instrument, in writing, signed by the Parties hereto
45.3 Assignment. Except that Vendor may assign, with notice to City, this
Agreement to an Affiliate, a corporation with which Vendor may merge or
consolidate, or the purchaser of all or a material portion of the assets of
Vendor; provided that prior to or concurrently with the effective date of any
such transfer, the assignee executes and delivers to the City an instrument
containing an express assumption of all of Vendor's obligations under this
Agreement. Except as otherwise provided in the immediately preceding
sentence, Vendor will not assign, subcontract or otherwise transfer all or any
part of this Agreement or funds to be received under this Agreement
(collectively, "Assignment" or "Assign") without first procuring the prior
written approval of City (which approval will not be unreasonably withheld)
subject to the terms, covenants, and conditions contained in this Agreement.
Should Vendor desire to enter into an Assignment, Vendor will request, in
writing, City's consent to the proposed Assignment at least thirty (30) days
before the intended effective date of the proposed Assignment, which
request will include the following: (a) full particulars of the proposed
Assignment, including its nature, effective date, terms, and conditions; (b) a
description of the identity, net worth, and previous business experience of the
proposed transferee; (c) a complete business plan prepared by the proposed
transferee; and (d) any further information relevant to the proposed
Assignment that City reasonably requests. Within thirty (30) days after
receipt of Vendor's request for consent to the proposed Assignment together
with all of the above required information, City will respond in writing by either
(i) consenting to the proposed Assignment; or (ii) refusing to consent to the
proposed Assignment on reasonable grounds which must be stated in the
response. Vendor agrees that City may refuse its consent to the proposed
Assignment on any reasonable grounds, and (by way of example and without
limitation) Vendor agrees that it will be deemed reasonable for City to
January 14, 2015
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withhold its consent if any of the following situations exist or may exist: (a)
the proposed transferee's financial condition is inadequate to support all of
the financial and other obligations of Vendor under this Agreement; (b) the
business reputation of the proposed transferee is not reasonably acceptable
to City; and (c) the proposed transferee is not likely to conduct its business
under this Agreement of a quality substantially equal to that conducted by
Vendor. Any purported Assignment without City's prior written consent will
be void and of no force or effect. A consent to one (1) Assignment by City
will not be deemed to be a consent to any subsequent Assignment to any
other party. City may terminate this Agreement rather than accept any
proposed assignment or subcontracting. Such assignment or subcontracting
must be approved by the City City Council.
45.4 Conflicting Terms. In the event of any conflict between the body of this
Agreement and any Exhibit to this Agreement, the body of this Agreement shall
control over any conflicting provision in any Exhibit to this Agreement.
45.5 Governing Law. This Agreement shall be construed in accordance with
and governed by the laws of the State of California, excluding California's choice of
law rules, and any legal or equitable action or other proceeding relating to or arising
under this Agreement shall be brought solely in the California Superior Court for Los
Angeles County, which jurisdiction the Parties hereby expressly consent to.
45.6 Severability. If any part of this Agreement is found to be invalid by a court
of competent jurisdiction, all other provisions shall remain in full force and effect and
the provisions found invalid shall be enforceable to the maximum extent permitted.
45.7 Delays and Extensions of Time.
45.7.1 Neither Party shall be liable for any delay or failure to perform its
obligations hereunder to the extent that such delay or failure is caused by
a force or event beyond the control of such Party, including without
limitation, war, embargoes, strikes, governmental restrictions, riots, fires,
floods, earthquakes, acts of terrorism, or other Acts of God (the "Force
Majeure"); provided that Vendor shall use its best efforts to assist the City
in establishing necessary Services elsewhere, in the event of the
occurrences of a Force Majeure which:
45.7.1.1 Materially prevents Vendor from providing any of the Services
for more than ten (10) Business Days, and Vendor has not
successfully transferred the City's data processing to a backup
facility under terms and conditions reasonably acceptable to the
City, or
45.7.1.2 Causes the normal operations of the site to be interrupted for
more than forty-five (45) days, and in the City's reasonable
business judgment it is necessary to pursue alternative means of
meeting the City's data processing needs. Vendor shall use its
best efforts to assist the City in establishing necessary Services
elsewhere. Any termination arising from such City decisions shall
be a termination for convenience and Vendor shall be reimbursed
January 14, 2015
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for the costs of work performed up to the date of such termination,
to include Transition costs.
45.7.2 Vendor's sole remedy for delays outside its control, other than those
delays that are caused by the City, shall be an extension of time. No
matter what the cause of the delay, Vendor must document any delay
and request an extension of time in writing at the time of the delay to the
satisfaction of City. Any extensions granted shall be limited to the length
of the delay outside Vendor's control. If Vendor believes that delays
caused by the City will cause it to incur additional costs, it must specify, in
writing, why the delay has caused additional costs to be incurred and the
exact amount of such cost at the time the delay occurs. No additional
costs can be paid that exceed the "not to exceed amount" absent a
written amendment to this Agreement.
45.8 Vendor Representations and Warranties. In addition to any express
agreements of Vendor contained herein, the following constitute representations and
warranties of Vendor to City:
45.8.1 Power and Authority. Vendor has the legal power, right and authority to
enter into this Agreement and the instruments referenced herein, and to
consummate the transactions contemplated hereby. The individuals
executing this Agreement on behalf of Vendor shall have the legal power,
right and actual authority to bind Vendor to the terms and conditions
hereof and thereof.
45.8.2 Requisite Action. All requisite corporate action has been taken by
Vendor in connection with the entering into of this Agreement.
45.8.3 Validity. This Agreement shall be a valid, legally binding obligation of and
enforceable against Vendor in accordance with its terms.
45.9 Non -Discrimination and Affirmative Action Program. The City is an equal
opportunity employer and requires that Vendor comply with policies and regulations
concerning equal opportunity. During the performance of this Agreement, Vendor
agrees as follows:
45.9.1 Vendor shall not discriminate against any employee or applicant for
employment because of race, color, religion, sex, national origin or
mental or physical disability. Vendor shall ensure that applicants are
employed and that employees are treated during employment, without
regard to their race, color, religion, sex, national origin, or mental or
physical disability. Such actions shall include, but not be limited to the
following: employment, upgrading, demotion or transfer, recruitment or
recruitment advertising, layoff or termination, rates of pay or other forms
of compensation and selection for training, including apprenticeship.
Vendor agrees to post in conspicuous places, available to employees and
applicants for employment, a notice setting forth provisions of this non-
discrimination clause.
45.9.2 Vendor shall, in all solicitations and advertisements for employees placed
by, or on behalf of Vendor, state that all qualified applicants will receive
consideration for employment without regard for race, color, religion, sex,
national origin, or mental or physical disability.
January 14, 2015
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45.9.3 Vendor shall cause the two immediately foregoing subsections to be
inserted in all subcontracts for any work covered by this Agreement,
provided that the foregoing provisions shall not apply to subcontracts for
standard commercial supplies or raw materials.
45.10 Compliance with Laws. Vendor shall be knowledgeable of and comply with
all local, state and federal laws, rules and regulations which may apply to the
performance of this Agreement ("Laws"). Vendor warrants and represents that all of
its Personnel, including any and all prospective personnel hired to perform services
for the City under this Agreement and the employees of any subcontractor retained
by Vendor to perform a portion of the services under this Agreement, are and will be
authorized to perform the services contemplated by this Agreement in full
compliance with all applicable state and federal laws, rules and regulations,
including, but not limited to, the Immigration Nationality Act of 1952 (commencing
with Section 1101 of Title 8 of the United States Code), and the Immigration
Nationality and the Immigration Reform and Control Act of 1986 (commencing with
Section 1324a of Title 8 of the United States Code), as amended. Vendor agrees to
indemnify and hold the City, its officials, and employees harmless for, of and from
any loss, including but not limited to fines, penalties and corrective measures, the
City may sustain by reason of Vendor's failure to comply with said Laws.
45.11 No Agency Conferred. Except as City may specify in writing, Vendor shall
have no authority, express or implied, to act on behalf of City in any capacity
whatsoever as an agent. Vendor shall have no authority, express or implied, to bind
City to any obligation whatsoever.
45.12 Entire Agreement. This Agreement constitutes the entire agreement of the
Parties. No other agreement, representation, promise, warranty or statement,
whether oral or written, pertaining to the work or Services to be performed under this
Agreement shall be of any force or effect unless it is in writing and signed by both
Parties. Any work performed which is inconsistent with or in violation of the
provisions of this Agreement shall not be compensated. It is further expressly
agreed by and between the Parties hereto that should there be any conflict between
the terms and conditions of this instrument and those in the bid or proposal of the
Vendor, then this instrument shall control and nothing herein shall be considered as
an acceptance of the said terms of said proposal conflicting herewith.
45.13 Acceptance of Service of Process. In the event that any legal action is
commenced by the Vendor against the City, service of process on the City shall be
made by personal service upon the City Clerk or in such other manner as may be
provided by law. In the event that any legal action is commenced by the City against
the Vendor, service of process on the Vendor shall be made by personal service
upon the corporate agent for service of process identified in the records of the
California Secretary of State or in such other manner as may be provided by law.
January 14, 2015
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The Parties agree to and enter this Agreement as of the date first above written.
CITY OF RANCHO PALOS VERDES
VENDOR
City Signature:
First Vendor Signature:
Printed Name:
Printed Name:
Title:
Title:
Date:
Date:
APPROVED AS TO FORM:
Second Vendor Signature:
Printed Name:
City Attorney
Title:
Date:
January 14, 2015
Page 109 of 110
EXHIBIT A — STATEMENT OF WORK
(based on RFP and Proposal)
EXHIBIT B — LEVEL OF SERVICE (SERVICE LEVEL AGREEMENTS)
(based on RFP)
EXHIBIT C — FEES
(based on Proposal)
EXHIBIT D - DEFINITIONS
January 14, 2015
Page 110 of 110
Attachment 1
Proposer Name:
4.9.1 - 1 Base Contract Pricing Chart (Years 1 to 4)
NOTE: Please provide the "Position" title and the "Position Qualifications" you require for someone placed in this position.
Note: Add as many "Position" rows as are necessary to show all staff.
10S
YEAR 1
YEAR 2
YEAR 3
YEAR 4
Services
Vendor Proposed
Position Qualifications
Hours Per On-site or
Year Remote
Rate Per Annual
Hour Cost
Rate Per Annual
Hour Cost
Rate Per Annual
Hour Cost
Rate Per Annual
Hour Cost
General Operations and Administration
List "Position(s)" Here Typical required qualifications
0
0
0
0
0
0
0
0
Sub -Total
0
0
0
0
0
Help Desk and Support
List "Position(s)" Here Typical required qualifications
0
0
0
0
0
0
0
0
Sub -Total
0
0
0
0
0
System Administration and Infrastructure
List "Position(s)" Here Typical required qualifications
0
0
0
0
0
0
0
0
Sub -Total
0
0
0
0
0
Voice and Communications
List "Position(s)" Here Fypical required qualifications
0
0
0
0
0
0
0
0
Sub-Totall
0
0
0
0
0
Network, Cabling, Switches, and Routing
List "Position(s)" Here Typical required qualifications
0
0
0
0
01
0
0
0
Sub -Total
0
0
0
0
0
Web Site / Business Technologies
List "Position(s)" Here Typical required qualifications
0
0
0
0
0
0
0
0
Sub -Total
0
0
0
0
0
Optional Categories of Service
0
0
0
0
GIS, Aerial Pictometry and Mapping
List "Position" Here Typical required qualifications
01
0
0
0
0
0
0
0
Sub -Total
0
0
0
01
0
Audio/Visual and Broadcast Technologies
List "Position" Here Typical required qualifications
0
0
0
0
0
0
0
0
Sub-Totall
01
0
0
0
0
Total
01 1
i 01
01
1 0
0
Note: Add as many "Position" rows as are necessary to show all staff.
10S
Attachment 1
4.9.1 - Transition Pricing Chart
Transition Personnel
Hours
On-site or Remote Rate per Hour
Total Cost
Position 1
0
Position 2
0
Position 3
0
0
0
Sub -total
0
0
Transition Tools Cost
Software
Sub -total 0
Hardware
Sub -total 0
Other (Specify)
Sub -total 0
Total Tranistion Cost 1
0
NOTE:
Add as many lines as necessary for all "Transition" personnel (Column A).
Add additional lines to clearly state all costs for equipment, tools, software, etc.(Column A, Transition Tools)
287
Attachment 1
4.9.1 - Consulting Rate Card Pricing Chart
Possible Positons Rate per Hour After business hours On-site or Remote
rate per hour
Web Master
Web Developer
GIS Specialist
GIS Technician
Sr. Project Manager
Project Manager
Data Base Administrator
Systems Analyst - Business
Systems Analyst - Technical
Programmer/Analyst
Network Specialist
Network Technican
Security Specialist
Systems Administrator
Desktop Technican
Help Desk Techican
Conversion Specialist
NOTE:
Add correct titles under Possible Positions. These are examples which may or may not apply to each Proposer.
Add additional positions in Column A for every possible resource available to the City.
Indicate whether resource is available remotely or would be on-site.
Attachment 1
4.9.1 - Additional Service Pricing Chart
Additional Services/Projects l On-site or Remote) One-time Cost I Annual Cost
Assumptions
1)
2)
3)
4)
5)
Note:
Explain each additional service/project.
Include assumptions relative to additional service/project that should be considered.
290
Attachment 1
4.9.1 - Summary of Costs
291
Year 1 Year 2 Year 3 Year 4 Total
Base Contract
Transition
Consulting Pool
Additional
Total
01 01 01 01 0
291