RPVCCA_CC_SR_2014_12_16_02_IT_Services_RFP_SolicitationCITY OF RANCHO PALOS VERDES
MEMORANDUM
TO:
FROM:
DATE:
SUBJECT:
REVIEWED:
HONORABLE MAYOR & CITfflUNCIL MEMBERS
DAN LANDON, IT MANAGERY-'
DECEMBER 16, 2014
IT SERVICES RFP SOLICITATION
CAROLYNN PETRU, ACTING CITY MANAGER@:)
RECOMMENDATION
1. Approve the Draft IT Services Request for Proposal (RFP) Solicitation for public
release; and
2. Select a City Council representative to the IT Services RFP Evaluation Committee to
verify an unbiased and open process was conducted.
EXECUTIVE SUMMARY
The City has outsourced Information Technology (IT) Services since 1996 and Palos
Verdes on the Net (PVNET) has been the City's IT Services Provider since that time.
Three separate independent assessments in 2008, 2011 and 2012 recommended the
bidding of IT Services to insure the City is receiving appropriate services at the best value,
and the City Council included the bidding of IT Services as a 2014 City Council Goal
related to Government Efficiency, Accountability, Fiscal Control, Transparency and
Oversight.
The IT RFP Solicitation process began with a deep documentation of systems and
technology assets, an analysis of the City's technology environment, initiating a variety of
pre-RFP tasks like the migrations of systems, and finally, the process of creating the IT
Services RFP Solicitation proposal.
A critical first step of the process included categorizing the City's IT Services needs and
an analysis of the most appropriate services methodology going forward. Staff conducted
this analysis with the assistance of the Council-approved IT Services RFP consultant,
Nexlevel Technology. As a result of that analysis, it is proposed that the City modify the
way services are provided, in order to insure the best value across the City's IT Services
catalog, into the following categories:
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• Technology Management -To be performed by the City IT Manager to better
control strategic direction and insure the City's technology needs are met;
• Core IT Services -Helpdesk, System Administration, Network Administration,
Voice and Communications Administration, and Web Technology Administration
are standard IT specialties that are included in this IT Services RFP Solicitation in
order to solicit the largest array of proposals for consideration;
• GIS Administration -Separated from this RFP for a strategic direction decision
early in 2015. Proposed solutions for consideration are employing a consultant,
conducting a separate RFP for a GIS Services Provider, or the creation of an in-
house position; and
• Audio and Visual (A/V) -Expertise is already available at the local community
television station, RPVtv. Consolidation of AN management there helps achieve
efficiencies by centralizing the City's AN activities.
As preliminary activities to issuing the IT Services RFP Solicitation, Staff has completed
or is in process of completing several steps either recommended by past assessments or
as a part of this IT Services RFP process. Those activities include moving services
currently hosted by PVNET to commercial services providers, a website naming change,
and insuring there was office space available for on-site IT Service staff that may be
selected as a result of the IT Services RFP Solicitation. Each of these activities has been
undertaken to insure that the City's IT infrastructure is protected during this complex
process in the event of a change in Service Provider. Maintaining security and insuring
control and flexibility over these critical public IT assets is a top priority for the City now
and in the future.
CivicPlus was selected as a replacement for the City's website hosting after conducting
an informal bid solicitation and product demonstrations with a Staff committee. Granicus
was selected as the website video streaming provider after a similar bid solicitation and
product evaluation process was completed. These system migrations are scheduled for
completion in March 2015.
As discussions progressed related to website changes, it was proposed that the City
change the current domain name www.rpv.com to a name more in line with municipal
government protocols. In conjunction with the new website launch, the City will be
changing the City's domain name to the official Federal General Services Administration
(GSA) website name: www.rpvca.gov, which was procured earlier this year. This change
will also affect email addresses; however, both email and website requests sent to
www.rpv.com will automatically be redirected to www.rpvca.gov for a minimum of one (1)
year to insure a smooth transition.
Staff also addressed the need for office space for the IT Services Provider that is selected
as a result of the IT Services RFP Solicitation. PVNET currently leases an office building
on the Civic Center property, located next to the Community Development Department
building, for the purpose of providing IT Services to the City. The City plans to use this
building to create office spaces for the selected IT Services Provider. Because it is
unknown at this time if PVNET will be the selected IT Services Provider, a notice of
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termination was given to PVNET for the IT Services building earlier this year. No changes
were made to PVNET's lease regarding the Annex building located next to the RPVtv
studio, where PVNET internships and training classes are currently permitted.
The IT Services RFP solicitation is scheduled to be released to the public on January 14,
2015 with final proposals due to the City on February 20, 2015. An IT Services RFP
Evaluation Committee will then review all qualified proposals. The IT Services RFP
Evaluation Committee will be made up of:
• One (1) RPV City IT Manager;
• Three (3) external City IT Managers or Directors familiar with the technology needs
of a city;
• One (1) IT Services consultant specializing in municipal government IT
management, not affiliated with any entity associated to the IT Services RFP
solicitation; and
• One (1) RPV City Council member in a monitoring capacity to verify an unbiased
and open process was conducted.
The IT Services RFP Solicitation is designed without specific minimum technical
standards in order to solicit the largest proposer pool for evaluation. The IT Services RFP
Evaluation Committee will review all qualified submitted proposals and create a numerical
rating for each proposer based on a criteria matrix with the following categories:
• Methodology to Meet RFP Requirements (weighted 15%)
• Organizational Experience (weighted 20%)
• Organizational Capabilities (weighted 20%)
• Implementation Capacity (weighted 15%)
• Overall Cost (weighted 30%)
The City Council will be presented with the proposal information, findings and
recommendations based on the IT Services RFP Evaluation Committee. The City Council
may then select the provider, take action to authorize contract negotiations with selected
provider(s), or give other direction. The IT Services RFP Solicitation process is expected
to result in a contract term of four ( 4) years, with two (2) optional one ( 1) year extensions,
scheduled to start on July 1, 2015.
BACKGROUND
The City has outsourced technology services since 1996. Palos Verdes on the Net
(PVNET) has been the City's IT Services Provider during that time. Currently outsourced
categories of technology services include:
• Help Desk Administration -The largest single portion of IT Services, includes
day-to-day support for help desk requests, meeting setups, etc.
• System Administration -While PVNET provides some administration, the City
contracts with other outside service providers for advanced work, as required.
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• Website -Hosting of a custom coded website that includes functionality such as
video streaming of public meetings and the email listserve.
• GIS -System hosting, licensing, configuration, management, data acquisition and
management.
• Audio Visual -All AN related projects and installations, meeting setups,
assistance with RPVtv equipment, etc.
Over the last six years, three separate independent assessments were performed that
made technology recommendations including a Management Partners review of City
operations in 2008, a Nexlevel Technology assessment concentrating specifically on City
technology services in 2011, and a Matrix assessment on overall City operations in 2012.
Each assessment commented on technology services in one way or another, with a
majority of the information coming from the Nexlevel assessment, which recommended
numerous changes to the City's technology.
Many of the assessments' technical recommendations have already been completed in
what has been known as the "IT Upgrade" process. A key point in all the assessments
was the recommendation that it would be prudent to conduct a public request for
proposals (RFP). The RFP process is the best way to verify the marketplace and for an
organization to insure it is:
• Receiving the proper level and quality of service
• Paying an appropriate price for the services received
Based on these recommendations, the City Council made the IT RFP solicitation one of
its 2014 priority goals related to Government Efficiency, Accountability, Fiscal Control,
Transparency and Oversight, and directed Staff to conduct a public bid for IT Services.
In addition, the City Council authorized the hiring of an Information Technology Manager
in order to manage technology services, and to complete the recommended IT Services
RFP Solicitation.
DISCUSSION
The City began planning the IT RFP Solicitation process in early 2014, budgeting for a
consultant to conduct the RFP, pending the employ of an Information Technology
Manager to manage the RFP and associated documentation, analysis, implementations
and migrations. In June of 2014, the City Council approved funding for Nexlevel
Technology, Inc. to conduct the RFP and the City began analysis of the tasks required to
complete the RFP which included:
• Categorize City IT services -to organize the RFP in line with long term strategic
goals and to insure all services are included;
• Updating system documentation -to give RFP proposers a clear picture of the
City's support needs;
• Migration of current systems to commercial hosting -to modernize and
upgrade systems and for the ongoing City control of said systems;
• IT Services building lease -for creation of offices in the IT Services building; and
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• Creation of the IT Service RFP Solicitation document.
Categories of Service
Municipalities require a wide variety of IT Services including Help Desk Services, System
Administration, Network Administration, Voice and Communication Services, Website
Services, GIS Services, Audio Visual Services and Technology Management. Because
many organizations do not have a similar need for GIS or Audio Visual Services, most IT
services providers concentrate on the core IT service functions and leave GIS Services
and AudioNisual Services to specialty service providers.
Core IT services include:
• Help Desk and Support Services -The "Help Desk" is the initial point of contact
for most support requests and accounts for the largest single amount of support
required. The Help Desk includes maintenance of all end user devices including
desktop I laptop management, operating systems and application software,
telephones, printers, scanners, peripherals, and basic training support of City end
users and a wide variety of other interface and support activities;
• Systems Administration and Infrastructure Services -Includes day-to-day
server and IT infrastructure systems support, maintenance, 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 security management;
• Voice and Communications Services -Includes general support of City
telephone and Unified Communication, communications using MS Exchange and
Lyne unified (voice, video conferencing, and email) communication system, and
end user devices;
• 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 and security;
• Website technologies, including Social Media and Outreach support -
Includes technical support and content update assistance for City's website,
intranet, support departments in managing their online data content, social media
outreach, graphics, online form development and interconnectivity assistance.
An important decision that came about during the process of categorizing service
categories is the best course of action to deal with the non-standard IT services like GIS
and AudioNisual. While it is possible to include GIS and Audio Visual Services in the
RFP, Nexlevel and Staff both recommend including only the core IT services as outlined
above and address GIS and AudioNisual Services separately. Concentrating on core IT
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services for the IT Services RFP solicitation will insure the City attracts the largest
assortment of services providers to have the best opportunity to retain the highest quality
provider at the lowest possible cost.
Recommendation to Separate GIS and AudioNisual Services
During the review of categories of support services, Nexlevel and Staff considered
whether there would be advantages separating some specific functions from the IT
Service RFP Solicitation. While most technical skills needed by a city are standard to
many organizations, both GIS and AudioNisual are specialized skills separate to
themselves and IT Support Service Providers that respond to similar RFPs often do not
have these specialized skillsets. Keeping these categories in the RFP would create
difficulties for many IT Support organizations who might decline to bid rather than
acquiring the required specialized skill sets, reducing the overall pool of IT Service
Providers that would be considered. For that reason, it is recommended that
consideration be made to address both GIS Support Services and AudioNisual Services
outside of the IT Services RFP Solicitation.
GIS Support -Important benefits and productivity gains occur by attaching data records
to relevant addresses and spatial maps using GIS to understand what is and will happen
visually, in the City's geographic space. This new approach to management-managing
geographically-is transforming the way cities operate and make decisions, but this
valuable tool also requires specific skills to integrate, maintain, support and enhance the
City's investment.
There are several options to procure the necessary expertise for GIS Services. Most
commonly, municipalities have created in-house position(s) for a variety of reasons, but
can also be provided with an outside contractor or a GIS services provider. GIS is
extremely institutional-knowledge heavy and a deep understanding of what data is
available, how it is organized and who requests and provides external data makes
managing and updating the system much easier. Staff recommends that GIS services
are left out of the IT Services RFP process and that a separate decision be made among
the available options early in 2015.
AudioNisual Services -AudioNisual (AN) services refer to the implementation and
management of commercial AN systems, such as those in use at Hesse Park for the
broadcast of City Council and Planning Commission meetings, as well as setups for other
public meetings including that involve microphones and are recording and/or broadcast.
In October 2015, the local franchise agreement with Cox Communications, which
currently provides for Public, Education and Government (PEG) broadcast services, will
end and the City will need to assume responsibility for City Council and Planning
Commission meeting broadcasts. Staff believes it is both prudent and cost effective to
utilize the expertise of RPVtv's personnel to coordinate and centralize the City's audio
and visual equipment and activities. Like GIS Services, Staff recommends that this issue
be addressed early in 2015.
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Preliminary Activities
System Migrations
There are several systems hosted by the current Services Provider which are in need of
upgrade and as the previous Nexlevel assessment suggested, should be migrated to
modern commercial hosting providers. City control over these systems provides for
ongoing stability in the event of a change in service providers as it would be difficult for
one service provider to provide support for a system hosted by another service provider.
A commercial hosting service provides for a modern framework to build upon and
eliminates the security and management concerns of hosting website services in
particular on-site. Staff has begun the process of upgrading these systems, including the
City's website with associated list serve and streaming video components and the City
GIS system.
1. Website
PVNET hosts, programs and updates the City's website on servers located on City Hall
property. While the website has considerable functionality, there are many new options
for website hosting available since the website was initially implemented, with many cities
opting for an off-site hosting service to eliminate bandwidth, security and administration
issues associate with hosting of websites. The City's website underwent a minor upgrade
in 2011 which modernized the main page, but the structure and pages deeper into the
website remain in legacy form and are in need of a refresh for ADA compliance. The
City's website includes imbedded list serve functionality and City Council and Planning
Commission meeting video streaming, so a change in the website necessitates a change
in those functionalities as well.
As the cost of the new systems including implementation were each within the City
Manager's authority, Staff conducted an informal bid solicitation for both website hosting
and website streaming services. An internal website review committee considered the
proposed solutions and CivicPlus was selected as the new website hosting service. Staff
also reviewed the various video streaming solutions most commonly in use by
municipalities and the Granicus Web Streaming and Agenda Management solution was
selected. Those systems are in the process of being migrated now, and are scheduled
for completion in March 2015.
As discussions progressed related to website changes, it was proposed that the City
change the current domain name www.rpv.com to a name more in line with a municipal
government. The idea of activating the official Government Services Administration
(GSA) domain name www.rpvca.gov was discussed with positive feedback, so in
conjunction with the new website, the City will be changing the City domain name to
www.rpvca.gov. Functionality will be in place to forward www.rpv.com domain requests
to the new www.rpvca.gov domain along with a short "splash screen" informing visitors of
the change for a minimum of one (1) year to insure a smooth transition.
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2. GIS
An upgrade to GIS services was recommended by Staff and approved by City Council in
September 2014. ESRI support for the current system, ESRI ArcGIS 9, was retired in
December 2013 and the City's proprietary viewer will not work with newer versions. The
required ESRI ArcGIS 10, LARIAC4 (aerial imagery) and Geocortex viewer licenses have
been purchased and the system is in the process of being migrated to the City's virtual
server cluster with the assistance of the PVNET GIS Manager.
IT Services Building Lease
In 1996, an office building on City Hall property was leased to PVNET which they use to
provide IT Services to the City. The lease required that notice be given by September of
one year, in order for termination to be effective in December of the subsequent year.
The City would like to renovate that building and create office spaces, as needed, for the
IT Services Provider selected as a result of the IT Services RFP Solicitation. Not knowing
who the eventual service provider will be, Staff recommended, and City Council approved,
the termination of the IT Services Provider building lease with PVNET in August 2014,
with the City expected to have control of the building in December 2015. The outcome of
the RFP process will determine the future use(s) of this building, which could include
office space for a new IT Services Provider. The lease of the PVNET "Annex" building,
which is located adjacent to the RPVtv studio and is where PVNET conducts internships
and training classes, was not affected by this action.
IT Services RFP Solicitation
RFP Schedule of Events
The table below contains the proposed RFP Solicitation schedule of events:
1 City Issues RFP January 14, 2015
2 Deadline for Proposers With a Disability to Make Request January 23, 2015
4 Deadline for Letter of Intent to Propose January 28, 2015
5 Deadline for Written Questions and Comments January 30, 2015
6 City Issues Responses to Written Questions /Comments February 6, 2015
7 Deadline for Submitting a Proposal (4:00 PM) February 20, 2015
8 City Completes Technical and Pricing Evaluations March 4, 2015
9 City Conducts Optional Oral interviews March 5 -6, 2015
10 Recommendations presented to City Council March 17, 2015
11 Contract Negotiations March 18 -April 24
12 Award of Bid and Contract Signing April 27, 2015
13 Contract Start Date May 15, 2015
14 Start of Transition (2 weeks after Contract Date) June 1, 2015
15 Formal Proposer Go-Live July 2015
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Technology Standards in the IT Services RFP Solicitation
Unlike standard commodity item purchases (such as paper, paint or supplies), the
provisioning of technology services requires a high level of technical expertise. The
experience and qualifications of the seNices provider is the single most important factor
in the quality of implementations, as well as ongoing system effectiveness, including the
control of costs such as additional required consulting seNices.
While IT SeNices RFP's are typically created with a minimum set of standards such as
an organization's experience or qualifications which eliminate unqualified vendors, this IT
SeNices RFP was designed specifically without minimum experience or qualification
criteria. This strategy will allow for a wide range of seNices providers to qualify and
compete in the process, giving decision makers the widest array of proposals to consider.
While the experience or qualifications of a vendor will not disqualify them from the
process, an organization's level of experience and qualifications are taken into account
during the evaluation process. Decision makers can then compare the benefits of a more
qualified organization that might have a higher cost but provides the City with more
experience and expertise to a less qualified organization that might have a lower base
cost but require additional high level expertise.
Each provider's seNice model will have unique benefits that will be a part of the decision
process. For example, seNice providers with more expertise can implement a more
advance computing environment and reduce the need for costly additional seNice
engagements, while organizations with less expertise might provide additional lower level
staff available for quicker issue resolution. This RFP process is meant to allow for fair
comparisons among a wide variety of proposals and the RFP evaluation process
recommendations will vet the most appropriate technology and cost mix from the
proposals received.
Proposal Evaluations
At the conclusion of the RFP solicitation process, seNice providers will submit their sealed
proposals, to be reviewed by an unbiased IT SeNices RFP Evaluation Committee
consisting of a majority of external reviewers who will review and rate qualified proposals
on a scoring matrix. The IT SeNices RFP Evaluation Committee will prepare
recommendations for all proposals that meet the IT SeNices RFP solicitation
requirements. Staff will present City Council with all IT SeNices RFP Evaluation
Committee recommendations, Proposer information and Staff recommendations. City
Council will then have the opportunity to review all information and recommendations,
and act to approve contract(s) with SeNices Provider(s) as appropriate.
IT Services RFP Evaluation Committee
The IT SeNices RFP Evaluation Committee will consist of:
• One (1) RPV City IT Manager;
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• Three (3) external City IT Managers or Directors familiar with the technology
needs of a City;
• One (1) IT Services consultant specializing in municipal government IT
management, not affiliated with any entity associated to the IT Services RFP
solicitation; and
• One (1) RPV City Council member to verify an unbiased and open process was
conducted.
Scoring Matrix
Proposals will be evaluated using a scoring matrix designed to provide the most fair and
consistent recommendations weighted in a way that best meets the City's need for IT
Services. Technical capabilities are featured, but the heaviest single weight is based on
cost considerations to insure the City receives best value for the best services. The matrix
is formatted in such a way to provide clarity for future City Council consideration.
• Methodology to Meet RFP Requirements (weighted 15%): This evaluation
section grades Proposer's proposed methodologies 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 many highly successful and complex engagements is
preferred. The evaluation of references and past engagement successes 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 Proposers 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 hiring practices and
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 2-10
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or personnel available indicate the probable need for additional consulting for
advanced technology needs in the future.
Evaluation Documentation
While the IT Services RFP Solicitation has a low technical threshold, allowing for a wide
range of IT Services Provider proposal submittals, there are specific required components
that must be included for all proposals to be fairly evaluated. All proposals will be
reviewed to insure required information is present as outlined in Section 4.2 of the IT
Services RFP Solicitation including:
• Proposal Transmittal Letter
• Table of Contents
• Executive Summary
• Technical Proposal
• Qualifications
• Experience I Capabilities
• Approach
• Transition
• Pricing
• Special forms
• Statement of Work and Service Level Agreements
o General Operations
o Pool of Consulting Hours
o Service Level Agreements
• Other required Proposer materials
Any proposal that does not include all required documentation will be rejected and will not
be presented to the IT Services Evaluation Committee for evaluation. A Rejected
Proposal Letter will be issued to the Proposer and presented to the City Council during
the review process. The IT Services RFP Evaluation Committee will review all accepted
proposals and complete a Scoring Matrix and a Category Recommendations Summary
Report explaining the evaluation scoring of every submittal that meets the proposal
submission requirements as outlined in the IT Services RFP Solicitation.
Services Provider(s) Selection
The IT Services RFP process is expected to culminate with the City Council taking action
to approve a contract with an IT Services Provider(s) starting July 1, 2015, for an initial
term of four ( 4) years with two (2) optional one ( 1) year extensions. In order to assist with
the decision, the City Council will be presented with:
• Scoring Matrix and Category Recommendations Summary Report from the IT
Services RFP Evaluation Committee for all proposers who met the proposal
submission requirements;
• Pricing Matrix from Proposers who met the proposal submission requirements;
• Rejected Proposal Forms from Proposers who did not meet the proposal
submission requirements; and 2-11
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• Overall recommendation report from Staff.
City Council will in turn review and act on the recommendations received from Staff based
on the IT Services RFP Evaluation Committee's recommendations. The City Council may
then decide to take action to authorize contract negotiations with the selected provider(s)
or authorize other action as appropriate.
CONCLUSIONS
The City is undertaking a project to fulfill an important "Government Efficiency,
Accountability, Fiscal Control, Transparency and Oversight" 2014 City Council Goal. The
IT Services RFP solicitation insures the City's IT Services are appropriate to provide
residents with the highest level to technical services at the best possible value to
taxpayers.
Much thought has gone into both the process and the outcome of this project because of
the critical supporting role technology plays in the City, as in all modern organizations. It
is not known the extent of the overall cost savings, if any, the City will see as a result of
this process, but perhaps most importantly, the City will have had the opportunity to review
the methodologies and technologies available in today's IT Services Provider
marketplace, and to insure we will procure those services at the best possible value to
taxpayers.
FISCAL IMPACT
Ongoing fiscal impacts are unknown at this time, there is an expected impact to FY14-15
related to transition costs which will be determined during the IT Services Provider
selection process, but those costs were expected and should be covered within the
approved FY14-15 IT budget. Any future changes will be integrated into City Council
approved annual budgets.
Attachments:
Exhibit A -IT Services RFP Solicitation
Exhibit B -Sample Contract
Exhibit C -Pricing Matrix
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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
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TABLE OF CONTENTS
1 OVERVIEW ........................................................................................................................................... 3
1.1 Purpose ......................................................................................................................................... 3
1.2 RFP Schedule ............................................................................................................................... 3
1.3 RFP Coordinator ............................................................................................................................ 4
1.4 Assistance to Proposers with Disabilities ...................................................................................... 4
1.5 Nondiscrimination .......................................................................................................................... 4
1.6 Proposal Preparation Costs ........................................................................................................... 4
1. 7 RFP Amendment and Cancellation ............................................................................................... 5
1.8 Questions Pertaining to the RFP ................................................................................................... 5
1. 9 Letter of Intent to Propose ............................................................................................................. 5
1.10 Proposal Deadline ......................................................................................................................... 5
1.11 Proposal Submittal ........................................................................................................................ 6
2 THE CITY OF RANCHO PALOS VERDES ........................................................................................... 7
2.1 Information Technology Outsourcing Objectives ........................................................................... 7
2.2 Contract Length ............................................................................................................................. 8
2.3 City Departments and Responsibilities .......................................................................................... 8
2.4 Information Technology Program ................................................................................................ 12
2.4.1 Background I Overview ....................................................................................................... 12
2.4.2 Current Activities and Future Projects ................................................................................. 13
2.4.3 Solicitation ........................................................................................................................... 13
2.4.4 Hours of Operations ............................................................................................................ 14
2.4.5 Categories of Support Services ........................................................................................... 14
2.4.6 Support Services High-level Overview: ............................................................................... 15
2.5 City Facility Locations .................................................................................................................. 16
3 PROPOSAL EVALUATION ................................................................................................................. 19
4 PROPOSAL SUBMISSION ................................................................................................................. 21
4.1 General Instructions .................................................................................................................... 21
4.2 Format ......................................................................................................................................... 21
4.3 Proposal Transmittal Letter ......................................................................................................... 22
4.4 Technical Proposal ...................................................................................................................... 22
4.5 Qualifications ............................................................................................................................... 23
4.6 Experience I Capabilities ............................................................................................................. 24
4. 7 Approach ..................................................................................................................................... 24
4.8 Transition ..................................................................................................................................... 25
4.9 Pricing .......................................................................................................................................... 25
4.10 Special Forms .............................................................................................................................. 26
4.11 Anti-Collusion Affidavit.. ............................................................................................................... 27
4.12 Standard Terms and Conditions Understanding ......................................................................... 28
4.12.1 SLA Cross Reference Table ................................................................................................ 29
5 STATEMENT OF WORK AND SERVICE LEVEL AGREEMENTS (SLA) .......................................... 31
5.1 General Operations ..................................................................................................................... 31
5.1.1 Operations I Administration Services (SLA 5.3.1 a, b, c) .................................................... 31
5.1.2 Help Desktop I Support Services (SLA 5.3.2 a) .................................................................. 32
5.1.3 System Administration I Infrastructure Services (SLA 5.3.3 a, b, c, d) ................................ 32
5.1.4 Voice and Communications Services: (SLA 5.3.4 a, b) ....................................................... 33
5.1.5 Network, Cabling, Switching, Routing & Wireless Services: (SLA 5.3.5 a, b) ..................... 33
5.1.6 Website Technology Service: (SLA 5.3.6 a) ........................................................................ 33
5.2 Pool of Consulting Hours ............................................................................................................. 33
5.3 Service Level Agreements ........................................................................................................... 34
5.3.1 a. Administrative I Reporting ............................................................................................... 34
5.3.1 b. IT Document Catalog Management ................................................................................ 34
5.3.1 c. Physical Security .............................................................................................................. 35
5.3.2 a. Help Desk Support .......................................................................................................... 36
5.3.3 a. Systems and Server Operations ...................................................................................... 38
2-15
5.3.3 b. Business Application I Database Management ............................................................... 39
5.3.3 c. Capacity and Performance Management ....................................................................... .40
5.3.3 c. Disaster Recovery .......................................................................................................... .41
5.3.4 a. Email I Messaging I Conferencing .................................................................................. .42
5.3.4 b. Telephone Services ........................................................................................................ .43
5.3.5 a. Network Management .................................................................................................... .44
5.3.5 b. Network Security ............................................................................................................. .45
5.3.6 a. Web Site Support ............................................................................................................ 46
6 ADMINISTRATIVE ELEMENTS .......................................................................................................... 48
6.1 Collusion ...................................................................................................................................... 48
6.2 Gratuities ..................................................................................................................................... 48
6.3 Required Review and Waiver of Objections by Proposers .......................................................... 48
6.4 Proposal Withdrawal. ................................................................................................................... 48
6.5 Proposal Errors ............................................................................................................................ 48
6.6 Incorrect Proposal Information .................................................................................................... 48
6.7 Prohibition of Proposer Terms and Conditions ............................................................................ 49
6.8 Assignment and Subcontracting .................................................................................................. 49
6.9 Right to Refuse Personnel. .......................................................................................................... 49
6.10 Proposal of Alternate Services .................................................................................................... 49
6.11 · Proposal of Additional Services ................................................................................................... 49
6.12 Licensure ..................................................................................................................................... 50
6.13 Conflict of Interest and Proposal Restrictions ............................................................................. 50
6.14 Right of Rejection ........................................................................................................................ 50
6.15 Disclosure of Proposal Contents ................................................................................................. 50
6.16 Proprietary Information ................................................................................................................ 51
6.17 Severability .................................................................................................................................. 51
6.18 RFP and Proposal Incorporated into Final Contract... ................................................................. 51
6.19 Proposal Amendment .................................................................................................................. 51
6.20 Consultant Participation ............................................................................................................... 51
6.21 Rights of the City ......................................................................................................................... 51
Appendix A Network Diagrams ............................................................................................................... 53
Appendix B Servers ................................................................................................................................ 56
Appendix C Printer, Copiers, Peripherals lnventory ................................................................................ 58
Appendix D Personal Computers ............................................................................................................ 63
Appendix E Business Applications Inventory/Web Services ................................................................... 64
Appendix F Detailed Software lnventory ................................................................................................. 67
Appendix G Current and Projected IT Projects ....................................................................................... 71
Appendix H Standard Terms and Conditions .......................................................................................... 73
2-16
1 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).
1 City Issues RFP January 14, 2015
2 Deadline for Proposers With a Disability to Make Request January 23, 2015
4 Deadline for Letter of Intent to Propose January 28, 2015
5 Deadline for Written Questions and Comments January 30, 2015
6 City Issues Responses to Written Questions /Comments February 6, 2015
7 Deadline for Submitting a Proposal (4:00 PM) February 20, 2015
8 City Completes Technical and Pricing Evaluations March 4, 2015
9 City Conducts Optional Oral interviews March 5 -6, 2015
10 Recommendations presented to City Council March 17, 2015
January 14, 2015 Page 3of75 2-17
11 Contract Negotiations March 18 -April 24
12 Award of Bid and Contract Signing April 27, 2015
13 Contract Start Date May 15, 2015
14 Start of Transition (2 weeks after Contract Date) June 1, 2015
15 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
cityclerk@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 tha11 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 4of75 2-18
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 cityclerk@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 I 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 5of75 2-19
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 6of75 2-20
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.
January 14, 2015 Page 7of75 2-21
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
with Dep..tment Responsibilities
RESIDENTS OF R~
CITY COUNCIL [----->
CITY ATTORNEY I ~-~c1=TY~M~A""'"'N~AG=E=R--~
ADMINISTRATION
Risk Management
Community outreach
RPV1V
Cly Clerk
Personnel
Information Technology
Public Safety
Public Safety Grants
Emergency Preparedness
Employee Benefits
FINANCE
Budget
Finance
Equipment Replacemenl
Successor Agency to Redevelopmerrt
"
PUBLIC WORKS
Traffic Management
Storm Water Q uallty
Building Maintenance
Parks, Trails & Open Space Main!
Sewer Maintenance
Beautification
Capital Improvement Projects
Building Replacement
Street Maintenance
1972 Act Londscape & Ughting
El Prado Lighting District
Community Develop Block Grant
1911 Act Street Ughting District
Waste Reduction
Air Quality Managemenl
Proposition C Transportation
Proposition A Transit
Measure R Transportation
Subregion 1 Open Space Main!
Measure A Parks M ainUI mprov
Cove Sewer District
Cultural Arts Building
stricted Contributions
BikewayJPedestrian lrrprovements
Water Qual!y!Flood Protection
Vehicle Fleet Maintenance
Improvement Authority
Table 2 -City Organizational Chart
COMMUNITY DEVELOPMENT
Planning
Building & Safety
Code Enforcement
View Restoration
Natural Community Cnstv Plan
Geology
Animal Control
Habitat Restoration
Quimby Developrrentl mpact
Affordable Housing
Environmental Excise Tax
RECREATION
Recreation Facilities
Recreation Special Events
Pt. Vicente lnterprelive Center
REACH
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. the are not issued a PC, la to or blackber nor do the as a ractice o erate such
January 14, 2015 Page 8of75 2-22
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 I Administration -The City Manager's office includes the City Clerk, Human
Resources (HR), Information Technology and Emergency Operations and RPVtv 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 I 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 I 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 I Future -The City Clerk department manages the City's use of
Laserfiche and oversight of the City Council I 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 fo·r 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.
RPVtv Television Station Function I Future - A local television broadcast channel, run
exclusively by contracted suooort staff receives much of their standard IT support from IT
January 14, 2015 Page 9of75 2-23
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 I 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.
January 14, 2015 Page 10 of 75 2-24
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 I 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
January 14, 2015 Page 11of75 2-25
I 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 I 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.
January 14, 2015 Page 12 of 75 2-26
• Audio Visual -All AN related projects and installations, meeting setups,
assistance with RPVtv 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 I 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
January 14, 2015 Page 13of75 2-27
until typically 8:00pm. 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 8:00pm. 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 I Administration Services -Activities include general operations
oversight of the account and administrative functions. Additionally, maintaining the City's
IT Document Catalog, (I.e. 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. (I.e. 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 I 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;
January 14, 2015 Page 14of75 2-28
Voice and Communications Services -Includes general support of City telephone and
Unified Communication, communications using MS Exchange and Lyne 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 Lyne 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 11 n 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)
January 14, 2015 Page 15 of 75 2-29
• 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 (Windows?, 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 I 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 I PVIC Rancho Palos Verdes, CA 90275
(310) 544-5260
January 14, 2015 Page 16of75 2-30
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 RPVtv 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.
Fred Hesse Jr. Community Park
29301 Hawthorne Blvd.
Rancho Palos Verdes, CA 90275
(310) 541-8114
The City Council and Planning Commission meetings are held at Hesse Park which contains
a full AN 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 RPVtv 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.
Ladera Linda Community Park
January 14, 2015
32201 Forrestal Drive
Rancho Palos Verdes, CA 90275
(310) 541-7073
Page 17 of75 2-31
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.)
Point Vicente Interpretive Center and Park
31501 Palos Verdes Drive West
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 AN 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.
Robert E. Ryan Community Park
30359 Hawthorne Blvd.
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.
Abalone Cove Park
5970 Rancho Palos Verdes Dr. S
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
IT Support Service Provider Office Space
30940 Hawthorne Boulevard
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 Page 18of75 2-32
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 Page 19of75 2-33
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 Page 20of75 2-34
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 I 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 Page 21of75 2-35
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 Page 22 of 75 2-36
• 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, pied
guilty to, or pied no/a 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 Page 23of75 2-37
4.6 Experience I Capabilities
• An organizational chart highlighting the key people I 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 I or employment history).
• Provide the estimated number of hours to be worked on the contract for each
person I 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 I 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 24of75 2-38
• 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 ~nvironment 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 I 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:
• 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 Page 25of75 2-39
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 -Mandatory
Electronic Price Sheets -Base Contract
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 -Mandatory Electronic Price
Sheets -Transition Pricing
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 -Mandatory Electronic Price Sheets -
Rate Card Pricing.
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 -Mandatory Electronic Price Sheets -Additional Service Pricing.
Summary of Costs: This table is a roll-up of the totals from the above Price Sheets.
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.
3. Service Level Agreement (SLA) Cross Reference Table: Proposer, as part of its
proposal, must submit the completed SLA Cross Referenc~ Table (Section 4.10.3)
form.
January 14, 2015 Page 26of75 2-40
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 ----------------
January 14, 2015
Signed----------------
BY
----------------~
TITLE ----------------
COMPANY --------------
Page 27of75 2-41
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 28of75 2-42
4.12.1 SLA Cross Reference Table
Included Included Meets
No. Categories of Support I Service Level In in Require-
Approach? Price? ment?
5.3.1 Administrative I Reporting
5.3.1a -Report Generation
5.3.1b -IT Document Catalog Management
5.3.1c -Physical Security
5.3.2 Help Desk I 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 I Database Management
5.3.3c -Capacity and Performance Management
5.3.3d -Disaster Recovery
5.3.4 Voice and Communications
5.3.4a -Email I Messaging I 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 29of75 2-43
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 Page 30of75 2-44
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 I 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. (I.e. IT Inventories,
Diagrams, Policy and Procedure documents. etc.) And participate in meetings pertaining
to IT support services. (I.e. 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 Page 31of75 2-45
5.1.2 Help Desktop I 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 (I.e. printers, scanners, UPS's,
etc.)
• Setup of technology such as laptop, projectors and communications for meetings
and webinars
5. 1.3 System Administration I 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 supporl:ed 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 I 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 Page 32of75 2-46
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
Lyne 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)
January 14, 2015 Page 33of75 2-47
• 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 I 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
SLAs.
• 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
Definition
January 14, 2015
IT Document Catalog Management is the activity associated with maintaining
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
Page 34 of 75 2-48
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 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.
January 14, 2015 Page 35of75 2-49
• 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,
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
Help Desk pertains to the support services which triage, process, track, and
Definition 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/manaQe/report Help Desk utilization and delivery statistics .
January 14, 2015 Page 36of75 2-50
• Maintain escalation contact list, vendor maintenance support and 3rd party
contact lists within City contact list as specified.
• Dispatch on-site support I service technicians as necessary .
• Categorize, prioritize and log all calls (e.g., Inquiries/Problems/Work
Requests/ChanQes).
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:
• Preplanned new software requests
January 14, 2015 Page 37of75 2-51
• 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.
7:30 a.m. -4:30 p.m. Excluding City Holidays.
Measurement Period Monthly
For Urgent and High help requests -Number confirmed within 1
Algorithm
hour*100/Total number of urgent and high tickets
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:
• Desiqn, install and manaqe all server systems used to deploy technology
January 14, 2015 Page 38of75 2-52
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 UPS's, 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.
• Maintain, manage and document the storage network, media library and
media manaqement 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) I 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 I Database Management
Business Application I Database management is the activity associated with
the support and maintenance of existing and future business applications
Definition I 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 I 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
January 14, 2015 Page 39of75 2-53
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.
• 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.
• Insure backups include all business applications and systems .
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.
January 14, 2015 Page 40of75 2-54
• 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 systems to maximize performance
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
January 14, 2015 Page 41of75 2-55
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 I Messaging I Conferencing
Definition
Objective
Requirements
Metrics
Response Time
Hours of Availability
Measurement Period
January 14, 2015
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
network using Outlook Web Access.
Messaging is a comprehensive system of instant messaging and video
conferencing based on Microsoft Lyne 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 Lyne 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 version of the current released product. The Exchange and Lyne
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 Lyne application standards.
• Design, test and implement approved updates and patches to Email,
Messaging and Conferencing Services.
• Implement approved backup/recovery procedures.
• Implement and maintain Email retention policies.
• Manage Email Services to meet operational needs.
• Manage Exchange application, Outlook Web Access, ActiveSync and
Lyne 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.
Final measurements and targets subject to contract negotiation
Length of time Exchange system and network transmits and processes
request and returns data to user's computer screen.
24x7x365, excluding planned outages
Monthly
Page 42of75 2-56
Algorithm Test transactions will be sent to/from 50% internal and 50% external mail
servers once per hour between 8:00AM and 5:00PM, 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 Lyne
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 troubleshootin~l
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
January 14, 2015 Page 43 of 75 2-57
Telephone System Availability is the amount of time all systems are available for use during City
Availability 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)
I 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 .
January 14, 2015 Page 44of75 2-58
• 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/LANNPN/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 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 1 O 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 I 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 .
January 14, 2015 Page 45of75 2-59
• 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
Definition
January 14, 2015
Web support of the City's hosted public facing web presence, internal City-
wide intranet (SharePoint), and any website technologies used by City
business systems. The City's web site is http://www.rpv.com, planned change
to b.lliLJLwww.rpvca.gov in early 2015. The City's Intranet is //sharepoint, there
are several business aoolications that use iava and Silverliqht enabled website
Page 46of75 2-60
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 47of75 2-61
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 48of75 2-62
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.
6.1 O 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 49of75 2-63
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 50of75 2-64
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 51of75 2-65
• 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 52 of 75 2-66
Appendix A Network Diagrams
Diagram 1 -Network Overview
City Han l\ilain Building
\
"\ .,
~ .... __________ ---JL--'li----
Cat6
S:M 50/125 Fiber
Mll 50/125 Film·
Newlg&lOg
fiber m 1/2015
Diagram 1 -Network Overview
January 14, 2015 Page 53 of 75 2-67
Diagram 2 -VOiP Microsoft Lyne Voice System
The City uses Microsoft Lyne 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 Lyne.
City of Rancho Palos Verdes
Microsoft Lyne Voice Deployment
'l;VindStream Voice Tl
Diagram 2 -VOiP Microsoft Lyne Voice System
January 14, 2015 Page 54of75 2-68
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 1gig
copper connections provide redundant connectivity to the current Dell SAN as depicted
in the diagram below.
City of Rancho Palos Verdes
SAN Deployment
Front
Back
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 55of75 2-69
Appendix B Servers
Purpose Model Descriptive
1 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 Datacenter licenses and currently includes PowerConnect 6224
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
array. SAN in FY2015-16.
2 Sunga rd 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
server to a new Tyler "Munis" 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 Lyne 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,
Nexus IS.
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 56 of 75 2-70
Server, SCCM Open Manage.
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 (UPS's) capable of protecting
City equipment from power outage for a minimum of 1 /2 hour, and the City owned power
generator sized to provide full power to City Hall indefinitely. This system is tested monthly by
Public Works.
January 14, 2015 Page 57of75 2-71
Appendix C Printer, Copiers, Peripherals Inventory
i~f:l iH"• llTJ iT,:Y~llJreTi r:l . I 1>:1•1111:.11•-••11~U 111
1 Canon 5235 Canon Recreation and Parks, Copier Room
2 Canon C5235 PVIC Canon PVIC, Studio
3 Canon 01100 Series Hesse Park, Office
4 Canon 01100 Series Fax Hesse Park, Fax
5 COD HP LaserJet M401 dn Community Development, LezaM
6 CH COD Canon 7270 Community Development, Copier Room
7 CH COD Canon 01315 Canon ·Community Development, Planning Desk
8 CH Community Room Canon 5975 Public Works, Community Room EOG
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 M451 dn 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 HP4300N 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 HPOfficeJet721 O HP PVIC, Docent
January 14, 2015 Page 58 of 75 2-72
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 Finance, Hallway
Bows
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.
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.
1 NEC M300XS Projector 2
2 NEC M300WS Projector
3 Yamaha RX797 Audio Receiver
January 14, 2015 Page 59of75 2-73
4 ? DirectTV Receiver 1
5 RCA DRC8335 VHS/DVD Player 1
6 Smart Cat5-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
11 Dell AX510 Monitor 12
12 ? Computer 6
13 Smart SmartBoard 1
14 Monoprice 1 x4 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
26 Polycom CX3000 VOiP conferencing phone
27 ? Cat5 HDMI extender 2
28 ? Computer
29 APC BackUPS Pro1000
30 Rane MA6S Multichannel Amp
31 Rane CP64 Audio Processor
32 Rane MLM42 Audio Mixer 2
33 Sennheiser Wireless Microphone Transmitter 4
34 Epson G6450WU Projector 1
35 Stewart Filmscreen Projector Screen
36 Stewart Filmscreen Cima Screen Controller 1
37 ? In Wall Speaker 6
38 Furman M-8L Power Conditioner 2
39 Rane ZR 1 Zone Remote 2
40 Rane PR2 Page Remote 1
41 Den on AVR-E200 Audio Receiver 1
42 Samsung DVD Player 1
January 14, 2015 Page 60of75 2-74
43 BrightSign XD1030 Digital Video Server 2
44 ? TouchPanel Display 1
45 Panasonic TH-60PF50 Display
46 Definiitive Book Shelf Speakers 4
47 De.finiitive Sub Woofer Speaker
48 Pana max M5100-EX Power Conditioner
49 Mackie 1604-VLZ Pro Audio Mixer 1
50 Shure SCM810 8 channel Microphone Mixer 3
51 Furman M-8L Power Conditioner 1
52 DBX 1066 Stereo Compressor/Limiter/Gate
53 Sennheiser EW100 Wireless Microphone Transmitter
54 Shure RKC800E Patch Panel 3
55 CBI 25 Input Audio Snake
56 Sensaphone IMS-4000 Infrastructure Monitoring System
57 Sensaphone Power Failure Sensor
58 Sensaphone Room Temperature Sensor
59 Trend Net TV-IP612P IP Camera 1
60 ? Video Kiosk 1
61 Sony CDP-CE375 CD Player
62 De non AVR-1506 Audio Receiver
63 HP Laser Jet 2200d Printer
64 Canon lmageClass D880 MFC
65 Canon lmageRunner C5235 MFC
66 HP Laser Jet 2200d Printer
67 HP OfficeJet 7210 MFC
68 Mikrotek ScanMaker 4800 Scanner
69 HP Laser Jet 3700n Printer
70 POSX XP8200U Customer Display 2
71 Genius Credit Crad Reader 2
72 Epson Sales Receipt Printer 2
73 Zebra LP2824Plus Label Printer 1
74 MetroLogic Voyager Barcode Scaanner
75 Samsung UN50EH5000FXZA Display
76 Panasonic AG-HVX Camera
77 Panasonic AG-DVX 1 OOA Camera
78 Panasonic AG-DVX100B Camera
79 ? Teleprompter
80 Sony LMD-202 Display
81 Videonics Digital Video Mixer
January 14, 2015 Page 61of75 2-75
82 Panasonic AG-DV2500 DV Recorder
83 Apple 21" iMac
84 Toshiba DR430KU DVD Recorder
85 Princeton Svr Grp B3000 Broadcast Server
86 Princeton Svr Grp S3000 Digital Archive Server
87 Extron VSC500 Scan Converter
88 NEC 1645V Monitor
89 KNOX RS8x8HB Routing Switcher
90 Grass Valley ADA
91 Grass Valley VDA
92 Radiant Comm VAB705 Transmitter 2
93 Behringer MDX4600 Dynamic Audio Processor
94 Ventura Transmitter
95 IBM Think Centre Computer
96 APC SmartUPS RT1500 2
97 TOA DA250F Multichannel Amp
98 Rane MA4 Digital Amp 1
99 Rane CP64S Audio Processor
100 Sennhessier EW100 Wireless Microphone Transmitter 4
101 Rane MCM425 Audio Mixer 1
102 Furman M-8Lx 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 AG1980 VHS Recorder 1
109 Epson Home Cinema 3020 Projector
110 ? Video Camera 3
111 Stewart Filmscreen Projector Screen
112 ? In Wall Speaker 4
113 APC SmartUPS 1500XLM
114 Kramer 4x1 VS-41HC HDMI Switcher 1
115 Rane ZR 1 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 62of75 2-76
Appendix D Personal Computers
No. Computer Manufacturer/Type
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 63 of 75 2-77
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 ("GFOA") 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 I 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 Sunga rd 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 64 of 75 2-78
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 Gouger 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 on line 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 Core Logic 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 listserv 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 65of75 2-79
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 66of75 2-80
Appendix F Detailed Software Inventory
License
Product Name Publisher Version Count
Microsoft Silverlight Microsoft Corporation 5.1 102
Microsoft Office Professional Plus Microsoft Corporation 15.0 97
2013
Adobe Acrobat XI Pro Adobe Systems 11.0 93
RealUpgrade 1.1 RealNetworks, Inc. 1.1 91
Microsoft Endpoint Protection Microsoft Corporation 4.4 86
Management Components
Microsoft Forefront Endpoint Microsoft Corporation 4.4 86
Protection 2010 Server
Management
Microsoft Windows 7 Enterprise Microsoft Corporation 6.1 85
Real Player Real Networks 16.0 80
Adobe Flash Player 15 ActiveX Adobe Systems Incorporated 15.0 69
lntel(R) PROSet/Wireless Software Intel Corporation 2.1 67
for Bluetooth(R) Technology
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 IBM 06.01 12
V6R1MO
Adobe Creative Suite 6 Design Adobe Systems Incorporated 6 11
Standard
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
Real Player Real Networks 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 67 of 75 2-81
License
Product Name Publisher Version Count
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 2.1 3
Co., Ltd.
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 Laserfiche Document 9.1 2
9.1 Management
Microsoft Lyne 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 68 of 75 2-82
License
Product Name Publisher Version Count
Centra Client 1
Cisco CallManager Attendant Cisco Systems, Inc. 1.1 1
Console
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 v7.0 1
Works
lpswitch 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 10.0 1
Inc.
PaveCool 1
PL-2303 USB-to-Serial 1
R&R Report Writer, Version 10.1 1
Scanner Utility for Microsoft FUJITSU 9.11 1
Windows
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 SolarWinds 4.1 1
v4.1.0
SonicWALL Global VPN Client SonicWALL 4.2 1
TeamViewer 9 Team Viewer 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 1
Utility
January 14, 2015 Page 69of75 2-83
License
Product Name Publisher Version Count
Wireshark 1.10. 7 (64-bit) The Wireshark developer 1.10 1
community,
http://www.wireshark.org
Zebra Setup Utilities Zebra Technologies 1.1 1
ZTreeWin (remove only) 1
January 14, 2015 Page 70of75 2-84
Appendix G Current and Projected IT Projects
2014-15 I 2015-16
Project Department Description Status
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/1 Ogig 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 monitorinq with expected completion
January 14, 2015 Page 71of75 2-85
2014-15 I 2015-16
Project Department Description Status
Owner
late 2015.
SANNirtual 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 72 of 75 2-86
Appendix H Standard Terms and Conditions
January 14, 2015 Page 73 of 75 2-87
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
2-88
Table of Contents
INFORMATION TECHNOLOGY SERVICES AGREEMENT ......................................................................................... 4
1.0 TERM ............................................................................................................................................ 4
2 FEES FOR SERVICES AND TERMS OF PAYMENT ...................................................................... 5
3 TERMINATION ................................................................................................................................. 7
4 CITY FACILITIES AND SUPPLIES .................................................................................................. 9
5 MUL Tl-VENDOR ENVIRONMENT ................................................................................................... 9
6 CHANGE MANAGEMENT. ............................................................................................................. 10
7 LICENSES AND PERMITS ............................................................................................................ 10
8 KNOWLEDGE TRANSFER AND BEST PRACTICES ................................................................... 10
9 TECHNOLOGY AND PROCESS EVOLUTION ............................................................................. 11
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
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 .. 15
17 SHARED INFRASTRUCTURE ................................................................................................... 15
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. ................................................. 20
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 ................................. 22
28 ELECTRONIC INCIDENT REPORTING .................................................................................... 23
29 REDUCTION IN COSTS OF SERVICES DELIVERY ................................................................ 23
30 INCIDENTAL EXPENSES .......................................................................................................... 23
31 INDEMNIFICATION .................................................................................................................... 24
32 LIMITATION OF LIABILITY ........................................................................................................ 24
33 DISPUTE RESOLUTION ............................................................................................................ 25
34 WITHHOLD REMEDY ................................................................................................................ 26
35 SECURITY AND REVIEWS ....................................................................................................... 26
36 BILLING ADJUSTMENTS .......................................................................................................... 27
37 CONFLICT OF INTERESTS ...................................................................................................... 27
38 INFORMATION FURNISHED TO CITY ..................................................................................... 27
39 PROTECTION OF CITY PROPERTY ........................................................................................ 28
40 COMPLETENESS OF DUE DILIGENCE ACTIVITIES .............................................................. 28
City o Rancho Palos Verdes-Information Technology Services Agreement 1775793 2 2-89
41 AUDIT, INSPECTION, AND EXAMINATION OF RECORDS .................................................... 28
42 SUBCONTRACTORS ................................................................................................................. 29
43 CITY REFERRALS AND AS A REFERENCE SITE ................................................................... 30
44 ADVERTISEMENT ..................................................................................................................... 31
45 GENERAL ................................................................................................................................... 31
City o Rancho Palos Verdes-Information Technology Services Agreement 1775793 3 2-90
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 11 City"), and Vendor (hereinafter 11Vendor"), hereby agree to and enter into this
Information Technology Services Agreement (11 Agreement") on EFFECTIVE DATE (herein referred to
interchangeably as the 11 Effective Date" or the 11 Commencement Date"). This Agreement is made
pursuant to Vendor's response, dated PROPOSAL SUBMITIAL DATE (11 Proposal," incorporated herein and
made part hereof), to the City's IT Services Request for Proposals (RFP) Solicitation dated January 14, 2015
(the 11 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 (11Services") 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 11 Party"; collectively, the 11 Parties") agree as follows:
1.0 TERM
The Initial Term of this Agreement shall commence at COMMENCEMENT DATE (11 Commencement Date")
and shall continue in effect for four years until EXPIRATION DATE (11 Expiration Date"), unless earlier
terminated as provided herein. The period from the Commencement Date to the Expiration Date is the
11 lnitial 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.
1.1 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 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 11 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 11Term." 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 expiration of the Initial Term or the then expiring Extended Term; provided, however,
City o Rancho Palos Verdes-Information Technology Services Agreement 1775793 4 2-91
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.
,f 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 specified service
levels (herein referred to as a "Service Level Failure") within the time and
metrics specified, in accordance with this Agreement.
City o Rancho Palos Verdes-Information Technology Services Agreement 1775793 5 2-92
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
"Product(s)"). 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:
City o Rancho Palos Verdes-Information Technology Services Agreement 1775793 6 2-93
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.
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.
2.7.8 The RFP.
~ TERMINATION
City o Rancho Palos Verdes-Information Technology Services Agreement 1775793 7 2-94
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:
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,
City o Rancho Palos Verdes-Information Technology Services Agreement 1775793 8 2-95
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.
1 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.
~ 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
City o Rancho Palos Verdes-Information Technology Services Agreement 1775793 9 2-96
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.
§ 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.
Z 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.
§ 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 Project Manager regarding Vendor-
City o Rancho Palos Verdes-Information Technology Services Agreement 1775793 10 2-97
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.
~ 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.
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
City o Rancho Palos Verdes-Information Technology Services Agreement 1775793 11 2-98
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 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.
City o Rancho Palos Verdes-Information Technology Services Agreement 1775793 12 2-99
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.
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.
City o Rancho Palos Verdes-Information Technology Services Agreement 1775793 13 2-100
12 REPORTS
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.
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 (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 ("SM Es") 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.
City o Rancho Palos Verdes-Information Technology Services Agreement 1775793 14 2-101
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 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
City o Rancho Palos Verdes-Information Technology Services Agreement 1775793 15 2-102
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,
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,
City o Rancho Palos Verdes-Information Technology Services Agreement 1775793 16 2-103
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.
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.
City o Rancho Palos Verdes-Information Technology Services Agreement 1775793 17 2-104
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 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
City o Rancho Palos Verdes-Information Technology Services Agreement 1775793 18 2-105
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
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
City o Rancho Palos Verdes-Information Technology Services Agreement 1775793 19 2-106
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 (S) 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
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, superv1s1on 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,
City o Rancho Palos Verdes-Information Technology Services Agreement 1775793 20 2-107
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.
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
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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
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
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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
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
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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 lndemnitees") 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
lndemnitees, 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 lndemnitees 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
lndemnitees, 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 lndemnitees, 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 lndemnitee 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
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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 11 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
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 (S) 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
City o Rancho Palos Verdes-Information Technology Services Agreement 1775793 25 2-112
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.
35 SECURITY AND REVIEWS
35.l 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
City o Rancho Palos Verdes-Information Technology Services Agreement 1775793 26 2-113
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
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
City o Rancho Palos Verdes-Information Technology Services Agreement 1775793 27 2-114
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,
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
City o Rancho Palos Verdes-Information Technology Services Agreement 1775793 28 2-115
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 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.
City o Rancho Palos Verdes-Information Technology Services Agreement 1775793 29 2-116
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
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
City o Rancho Palos Verdes-Information Technology Services Agreement 1775793 30 2-117
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
Project 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
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.
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
City o Rancho Palos Verdes-Information Technology Services Agreement 1775793 31 2-118
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. 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
City o Rancho Palos Verdes-Information Technology Services Agreement 1775793 32 2-119
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.
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
City o Rancho Palos Verdes-Information Technology Services Agreement 1775793 33 2-120
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.
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.
City o Rancho Palos Verdes-Information Technology Services Agreement 177S793 34 2-121
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 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: ___________ _
City o Rancho Palos Verdes-Information Technology Services Agreement 1775793 35 2-122
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
City o Rancho Palos Verdes-Information Technology Services Agreement 1775793 36 2-123
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.
YEAR1 YEAR2
Services Vendor Proposed Hours Per On-site or Rate Per Annual Rate Per Annual
Position Qualifications Year Remote Hour Cost Hour Cost
General Operations and Admi.nistration '
List "Position(s)" Here Typical required qualifications 0
0
Sub-Total . ··· · . 0 .. I 0
Help Desk and Support
List "Position(s)" Here Typical required qualifications 0
0
Sub-Total 0 0
Svstem Administration and Infrastructure
List "Position(s)" Here Typical required qualifications 0
0
Sub-Total 0 0
Voice and Communications ·.
List "Position(s)" Here Typical required qualifications 0
0
Sub-Total 0 0
Network, Cabling, Switches, and Routin 1
List "Position(s)" Here Typical required qualifications 0
0
Sub-Total 0 0
Web Site I Business Technofoaies
List "Position(s)" Here Typical required qualifications 0
0
Sub-Total 0 0
Optional Categories of Service 0
GIS, AeJial Pictometry and Mapping
List "Position" Here Typical required qualifications 0
0
Sub-Total 0 0
Audid/Visual and Broadcast Teehnologil*) ..
List "Position" Here Typical required qualifications 0
0
Sub-Total 0 0
Total 0 0
Note: Add as many "Position" rows as are necessary to show all staff
YEAR3 YEAR4
Rate Per Annual Rate Per Annual
Hour Cost Hour Cost
0 0 0
0 0 0
0 0 0
0 0 0
0 0 0
0 0 0
0 0 0
0 0 0
0 0 0
0 0 0
0 0 0
0 0 0
0 0 0
0 0 0
0 0 0
·.
0 0 0
0 0 0
0 0 0
0 0 0
0 0 0
0 0 0
0 0 0
0 0 0
0 0 0
0 0 0
0 0 0
2
-
1
2
4
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 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)
2
-
1
2
5
Attachment 1
4.9.1 -Consulting Rate Card Pricing Chart
Possible Positons Rate per Hour After business hours
rate oer 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.
On-site or Remote
2
-
1
2
6
Attachment 1
4.9.1 -Additional Service Pricing Chart
Additional Services/Projects On-site or Remote! One-time Cost Annual Cost
,----Assumptions ------------=1
1)
2)
3)
4)
5)
Note:
Explain each additional service/project.
Include assumptions relative to additional service/project that should be considered.
2
-
1
2
7
Attachment 1
4.9.1 -Summary of Costs
Year1 Year2 Year3 Year4 Total
Base Contract
Transition
Consulting Pool
Additional
Total 0 0 0 0 0
2
-
1
2
8