CC SR 20230620 L - RFP for Managed IT Services
CITY COUNCIL MEETING DATE: 06/20/2023
AGENDA REPORT AGENDA HEADING: Consent Calendar
AGENDA TITLE:
Consideration and possible action to award a professional services agreement to Acorn
Technology Services for managed Information Technology (IT) services.
RECOMMENDED COUNCIL ACTION:
(1) Award a professional services agreement (PSA) to Acorn Technology Services to
provide managed IT services at an annual cost of $204,600 and not to exceed
$900,000 for a period of four years, including one optional one-year extension,
and,
(2) Authorize the Mayor and City Clerk to execute the PSA, in a form acceptable to
the City Attorney.
FISCAL IMPACT: $250,000 is included in the draft FY 2023-24 budget.
Amount Budgeted: $250,000
Additional Appropriation: N/A
Account Number(s): 101-400-1470-5101 VR
(General Fund – Information Technology/Professional
Services)
ORIGINATED BY: Lukasz Buchwald, IT Manager
REVIEWED BY: Karina Bañales, Deputy City Manager
APPROVED BY: Ara Mihranian, AICP, City Manager
ATTACHED SUPPORTING DOCUMENTS:
A. Professional Services Agreement (PSA) for Managed IT Services with Acorn
Technology Services (page A-1)
B. 2023 RFP for Managed It Services (page B-1)
C. Acorn Technology Services Proposal (page C-1)
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BACKGROUND:
The City of Rancho Palos Verdes has used an outsourcing model for IT services since
the late 1990s. Before the most recent 2015 and 2019 PSAs for IT services were awarded
to Prosum, Inc., PVNET provided IT services for over 18 years. Currently, the City’s IT
Division consists of one full-time employee, an IT manager, who oversees all programs
and activities of the City’s IT systems and infrastructure.
All day-to-day technical support for the City’s full-time and part-time staff, reactive and
proactive server and network infrastructure, desktop support and maintenance, 24/7
monitoring, and emergency/after-hours support have been outsourced to Prosum, Inc.,
an IT managed service provider (MSP).
The current contract for managed IT services expires on July 8, 2023. To ensure the City
is getting the best value for the outsourced IT services and to explore the market for
possible different IT support models, the City Council is being asked to consider entering
into a PSA with a new contract vendor.
DISCUSSION:
RFP Structure and IT Support Models
On May 10, 2023, an RFP for Managed IT Services and Support (Attachment B) was
issued. The RFP document listed all the required IT support areas and services while
providing the proposers with all the necessary information to provide a complete offer. It
also asked each proposer to provide costs for the following two support model options:
Option No. 1 - Fully Remote Support Model
This option consists of a fully remote support model with resources dispatched
onsite only in case of an emergency or when a senior resource is required to be
onsite to troubleshoot an issue.
Option No. 2 – Remote Support Model with a dedicated onsite Desktop Support
Technician (current support model)
This option includes a dedicated on-site Desktop Support Technician resource (in
addition to the regular remote support) during normal City operating hours and as
needed to support public meetings for a minimum of four days per week on onsite
(Monday, Tuesday, Wednesday, and Thursday).
This approach was utilized to estimate the cost difference between having a dedicated
onsite support person and using a fully remote IT support model and assessing each
approach's potential benefits and drawbacks. Staff opted to continue using the current
support model, including the dedicated onsite IT technician. Having a reliable, trained,
and familiar onsite resource ensures a consistent high level of service delivery, which
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directly translates into higher quality services (especially those utilizing technology) that
the City staff can provide to RPV residents, guests, and businesses.
The RFP Process
On May 12, 2023, twenty-two prospective bidders participated in the pre-bid meeting
during which the City’s IT Manager went over the required RFP documents, desired
support model, and the City’s IT environment and answered submitted questions. Several
more prospective vendors reached out and requested the online session recording.
A total of fifteen proposals were received by the June 2, 2023 deadline, twelve of which
were deemed complete and qualified for the rating. The RFP Evaluation Committee
consisted of the Deputy City Manager and IT Manager. Each of the qualified proposals
was evaluated and rated in the following categories in accordance with the RFP:
• Compliance with RFP Instructions (weighted 15%):
• Organizational Experience (weighted 20%)
• Organizational Capabilities (weighted 20%)
• Service Approach (weighted 15%)
• Cost (weighted 30%)
The combined score for each qualified proposal is shown below:
Follow-up online interview calls were scheduled with the top three rated proposers, during
which, the City IT Manager had a chance to ask some clarifying questions and learn more
about the prospective vendors. After the interviews were conducted, the City’s IT
Manager re-scored the proposals from the top three interviewed firms, based on the
additional information and clarifications from the interview and ranked them as follows:
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At the conclusion of the rating process, Acorn Technology Services emerged as the top -
rated proposer. On June 9, 2023, the City initiated contract negotiations to provide
Managed IT Services as detailed in the RFP document.
PSA with Acorn Technology Services
The City Council is being asked to consider entering into a 4-year PSA (Attachment A)
with Acorn Technology Services to provide the City with managed IT support services.
According to the attached PSA (Attachment C), Acorn Technology Services will initially
provide services described above as Option No. 2 consisting of a dedicated on-site
Desktop Support Technician resource (in addition to the regular remote support) during
normal City operating hours and as-needed to support public meetings for a minimum of
four days per week onsite (Monday, Tuesday, Wednesday, and Thursday). The cost for
services provided by Acorn Technology Services will be slightly less than the monthly
support cost compared to the current provider. The PSA enables the City to augment
services on annually based on future needs.
The cost for the first year of services utilizing Option No. 2 is $174,600 and it will be
adjusted in the following years by the combination of CPI and changes to the number of
support devices. The PSA includes language that the City requires that the Annual
Payment be adjusted annually on July 1 by no more than the p ercentage change in the
published Consumer Price Index (CPI-U) in the Los Angeles-Riverside-Orange County
geographical area for the preceding twelve (12) month period measured March to March.
The total estimated cost of the Managed IT portion of the contract over the four years
(assuming an average CPI of 5% and a full duration of Option No. 2) is $753,000.
Acorn may also provide an optional bucket of consulting hours to be used for completing
IT projects outside of the scope of the agreement. The amount of consulting hours and
the cost associated will be determined by the City’s IT Manager for each fiscal year based
on the anticipated IT projects where Acorn is the vendor of choice to perform the project
work. This additional, optional cost of consulting services is anticipated to be around
$30,000 per year, thus bringing the total cost of the contract to a not-to-exceed amount
of $900,000 over the four-year period of the PSA as described in the staff
recommendation.
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CONCLUSION:
The City Council is being asked to authorize the Mayor and City Clerk to enter a new four-
year contract with Acorn Technology Services for Managed IT Services for a total cost of
$900,000, including costs associated with special assignments, over the four-year period.
ALTERNATIVES:
In addition to the Staff recommendation, the following alternative actions are available
for the City Council’s consideration:
1. Do not approve the agreement, which would suspend Managed IT support
services at the conclusion of the current contract, thereby impacting ongoing
IT support and impact service delivery.
2. Direct Staff to make specific changes to the professional service agreement or
seek an agreement with a different vendor.
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Managed Services
Prepared for City of Rancho Palos Verdes (CRPV)
By Craig Wolynez | cwolynez@acorntechservices.com
Valid until Friday, 23 June 2023
DocuSign Envelope ID: 6200E420-390D-451E-8266-D1C3FC9350A4
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THIS MASTER SERVICES AGREEMENT (“Agreement”) is entered into
between Acorn Technology Services., a California corporation (“Provider”), with its
main place of business located at 1960 Chicago Avenue, Suite E9, Riverside, CA 92507,
and City of Rancho Palos Verdes, a California general law city (CRPV) (“Client”), with
its main place of business located at 30940 Hawthorne Boulevard, City of Rancho Palos
Verdes, CA 90275, and shall be effective as of June 21, 2023 (the “Effective Date”).
1. SERVICES.
Provider will provide information technology consulting services as described in
this Agreement, including in all Statements of Work, Exhibits and Schedules attached
hereto (the “Services”) to Client. The Services shall include certain IT (Information
Technology) strategy, server management, security services, network management,
helpdesk, and equipment procurement, as more fully described on the Statement of
Work attached hereto as Schedule A and hereby incorporated by reference including
any error corrections, modifications and updates thereto provided by Provider to Client
under this Agreement and as may be updated from time to time by Provider (the “SOW”).
2. SCOPE OF SERVICES.
2.1 Provider will perform the Services as set forth in the SOW and any
other statements of work referencing this Agreement. All Services will be provided
using commercially reasonable efforts unless otherwise expressly set forth herein by
Provider.
2.2 During the Term (as defined in Section 5.1) and subject to the terms
and conditions of this Agreement, Provider will render the Services itself or through
one or more independent contractors in Provider’s sole discretion (the “Contractors”).
2.3 Unless expressly stated otherwise, in the event of any inconsistency
between the terms and conditions and matters set forth in this Agreement and the SOW
or any appendices or related amendments thereto, the terms and conditions in the
Agreement will prevail.
3. CLIENT'S OBLIGATIONS.
3.1 Client shall:
3.1.1 operate with Provider in all matters relating to the Services and
appoint a Client employee to serve as the primary contact with respect to the Agreement
and who will have the authority to act on behalf of Client with respect to matters
pertaining to this Agreement.
3.1.2 provide such access to the “Covered Locations”, as set forth on
the SOW, and such office accommodation and other facilities as may reasonably be
required by Provider, for the purposes of performing the Services and respond promptly
to any Provider request to provide direction, information, approvals, authorizations, or
decisions that are reasonably necessary for Provider to perform Services in accordance
with the requirements of this Agreement;
3.1.3 provide such information as Provider may request in order to
carry out the Services, in a timely manner, and ensure that it is complete and accurate
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in all material respects; and
3.1.4 ensure that all “Covered Components”, as set forth on the SOW,
are in good working order and suitable for the purposes for which it is used and conforms
to all relevant legal or industry standards or requirements;
3.1.5 obtain and maintain all necessary licenses and consents and
comply with all applicable laws in relation to the Services in all cases before the
Effective Date; and
3.2 If Provider’s performance of its obligations under this Agreement is
prevented or delayed by any act or omission of Client or its agents, subcontractors,
consultants, or employees, Provider shall not be deemed in breach of its obligations
under this Agreement or otherwise liable for any costs, charges, or losses sustained or
incurred by Client, in each case, to the extent arising directly or indirectly from such
prevention or delay.
4. FEES, BILLING, TAXES AND PAYMENT.
Client agrees to pay the following fees (collectively the “Fees”:
4.1 Fees: In consideration of the provision of the Services by Provider
and the rights granted to Client under this Agreement, Client shall pay the Fees set forth
in the applicable SOW that shall include certain “Monthly Services Fees”, based on the
number of Covered Components and Covered Locations as set forth in the SOW, and
certain fixed “Professional Services Fees”; provided however that Provider reserves the
right to modify the Monthly Services Fee and Professional Services Fees to account for
increases in the number of Covered Components and Covered Locations.
4.2 Out of Scope Items: In addition to the Monthly Services Fee,
Provider will invoice Client for services that are outside the scope of the services set
forth in the SOW ("Projects"). Projects will be billed at a rate defined in the Pricing
Amendment. Projects will be quoted on a Project by Project basis with a 'Not To Exceed'
price point.
4.3 Other Charges:
4.3.1 Equipment. Client shall reimburse Provider, at Provider’s actual
cost, for any materials, machinery, equipment, and third-party services reasonably
necessary for the provision of the Services.
4.4 Pro Rata Billing: Billing will typically be done on a calendar month
basis. For that reason, pro rata billing may occur throughout the course of a billing cycle
for any Services that Client requests or uses and that only apply to part of a given
calendar month.
4.5 Bill Disputes: Client will notify Provider of any dispute relating to
charges for Services billed to Client by submitting written notice to Provider within
sixty (60) days of the date of invoice for the disputed charges. The existence of a dispute
will not relieve Client from paying any and all undisputed amounts due under this
Agreement. Client waives all rights to dispute any charges not disputed in writing within
the sixty (60) day period. Provider reserves the right to suspend any of the Services
offered under this Agreement, without prejudice, if Client’s account is more than sixty
60) days past due and written or emailed notice has been provided to Client; including,
but not limited to, its service delivery, priority level and incident handling notification
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procedures set forth in the Service Level Agreement attached hereto as Schedule B.
5. TERM AND TERMINATION
5.1 Term: This Agreement shall commence on the Effective Date and
shall continue thereafter until the date immediately preceding the fourth (4th)
anniversary of the Effective Date, unless earlier terminated in accordance with the terms
and conditions set forth herein (the “Initial Term”). This Agreement shall automatically
renew for successive one (1) year terms (each a “Renewal Term” and together with the
Initial Term, the “Term”) unless either Party notifies the other of its intent not to renew
this Agreement at least thirty (30) days prior to the expiration of the Initial Term or any
subsequent Renewal Term. If the Term is renewed for any Renewal Term pursuant to
this Section 4.1, the terms and conditions of this Agreement during each such Renewal
Term shall be the same as the terms and conditions in effect immediately prior to such
renewal, subject to any change in Fees payable hereunder by Client during the applicable
Renewal Term as may be set forth in a SOW.
5.2 Termination:
5.2.1 Termination by Provider For Cause. Provider may terminate
this Agreement with cause under the following conditions: (a) for any breach of this
Agreement, including failure to make timely payment by Client, which is incapable of
cure or remains uncured beyond ten (10) days from notice by Provider; or (b) if Client
becomes insolvent, liquidates, makes a general assignment for the benefit of creditors,
files a voluntary petition of bankruptcy, suffers or permits the appointment of a receiver
for its business or assets, or becomes subject to any proceedings under any bankruptcy
or insolvency law, voluntarily or otherwise. Client shall immediately notify Provider of
the occurrence of any of the events described in clause (b) of this Section 4.2.1.
Termination by Provider for cause does not diminish in any way Client’s obligation to
pay in full for all Services rendered by Provider.
5.2.2 Termination by Client for Cause. Client may terminate with
cause this Agreement if Provider fails to fulfill in any material respects its obligations
under this Agreement and does not cure such failure within thirty (30) days of receipt of
written notice of such alleged failure. Termination by Client for cause does not diminish
in any way Client's obligation to pay in full for all Services rendered by Provider;
provided further that Client pay Monthly Services Fee until services have been
transferred to another designated vendor, if Client elects to continue services until then.
5.2.3 Termination Process. If either party terminates this Agreement
with cause, then (a) Provider agrees to assist Client in the orderly termination of the
Services, including timely transfer of the Services to another designated vendor, as
requested by Client, provided that Client pays Provider at the Provider’s prevailing rate
the actual costs of rendering such assistance; and (b) Client agrees to immediately pay
Provider all remaining unpaid Fees for Services rendered by Provider through the date
of termination.
5.2.4 Contract Termination. The Client reserves the right to
terminate this Contract at any time, with or without cause, upon 120 (one hundred
twenty) days' written notice to the Provider, except that where termination is due to the
fault of the Provider, the period of notice may be such shorter time as may be determined
by the Client. In addition, the Provider reserves the right to terminate this Contract at
any time, with or without cause, upon 120 (one hundred twenty) days' written notice to
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Client, except that where termination is due to the fault of the Client, the period of notice
may be such shorter time as the Provider may determine.
6. CHANGE ORDERS.
If Provider wishes to change the scope or performance of the Services, it shall
submit details of the change to Client in writing. Provider shall, at the same time that
Provider initiates such a request, provide a written estimate to Client of: (a) the likely
time required to implement the change; (b) any necessary variations to the Fees and
other charges for the Services arising from the change; (c) the likely effect of the change
on the Services. Promptly after receipt of the written estimate, the parties shall negotiate
and agree in writing on the terms of such change (a “Change Order”). Neither party shall
be bound by any Change Order unless mutually agreed upon in writing in accordance
with Section 13.8.
7. CONFIDENTIAL INFORMATION
From time to time during the Term of this Agreement, either party (as the
Disclosing Party”) may disclose or make available to the other party (as the
Receiving Party”), non-public, proprietary, and confidential information of Disclosing
Party that, if disclosed in writing or other tangible form is clearly labeled as
confidential,” or if disclosed orally, is identified as confidential when disclosed;
provided, however, that Confidential Information does not include any information that:
a) is or becomes generally available to the public other than as a result of Receiving
Party’s breach of this Section 5; (b) is or becomes available to the Receiving Party on a
non-confidential basis from a third-party source, provided that such third party is not
and was not prohibited from disclosing such Confidential Information; (c) was in
Receiving Party’s possession prior to Disclosing Party’s disclosure hereunder; or (d) was
or is independently developed by Receiving Party without using any Confidential
Information. To the maximum extent permitted by California law, including the
California Public Records Ace, the Receiving Party shall: (x) protect and safeguard the
confidentiality of the Disclosing Party’s Confidential Information with at least the same
degree of care as the Receiving Party would protect its own Confidential Information,
but in no event with less than a commercially reasonable degree of care; (y) not use the
Disclosing Party’s Confidential Information, or permit it to be accessed or used, for any
purpose other than to exercise its rights or perform its obligations under this Agreement;
and (z) not disclose any such Confidential Information to any person or entity, except
to the Receiving Party’s affiliates who need to know the Confidential Information to
assist the Receiving Party, or act on its behalf, to exercise its rights or perform its
obligations under this Agreement.
If the Receiving Party is required by applicable law or legal process to disclose any
Confidential Information, it shall, prior to making such disclosure, use commercially
reasonable efforts to notify Disclosing Party of such requirements to afford Disclosing
Party the opportunity to seek, at Disclosing Party’s sole cost and expense, a protective
order or other remedy.
DocuSign Envelope ID: 6200E420-390D-451E-8266-D1C3FC9350A4
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8. LIMITED WARRANTY AND DISCLAIMER; LIMITATION OF LIABILITY
8.1 Client Warranty. Client assumes all responsibility for compliance
with all applicable laws, ordinances and other regulations relating to the operation of
the equipment, software and Services.
8.2 Provider Limited Warranty. Provider hereby warrants and
represents that Provider shall: (a) perform the Services in accordance with the terms and
subject to the conditions set out in the respective SOW and this Agreement and in a
professional workmanlike manner in accordance with generally recognized industry
standards for similar services; (b) to the best of Provider’s knowledge all Services will
be rendered in compliance with all material laws, ordinances and other regulations
applicable to Provider; and (c) act in accordance with all applicable administrative,
physical, and technical safeguards outlined in this Agreement (including the SOW) for
the protection of the security, confidentiality and integrity of Client data. The warranties
set forth in this Section 8.2 are the only warranties made by Provider.
8.3 Disclaimer. WITHOUT LIMITING THE FOREGOING,
PROVIDER EXPRESSLY DISCLAIMS AND EXCLUDES ALL OTHER
WARRANTIES, OBLIGATIONS, LIABILITIES, RIGHTS AND REMEDIES,
EXPRESS OR IMPLIED, ORAL OR WRITTEN, ARISING BY LAW OR
OTHERWISE, INCLUDING THE WARRANTIES OF MERCHANTABILITY,
FITNESS FOR A PARTICULAR PURPOSE, NONINFRINGEMENT AND ANY
IMPLIED INDEMNITIES. ADDITIONALLY, CERTAIN SERVICES SHALL
REQUIRE THE TECHNICAL PROCESSING, STORAGE AND TRANSMISSION OF
ITS DATA OVER THE INTERNET, AND VARIOUS NETWORKS, AND THAT
SUCH SERVICES MAY EXPOSE CLIENT DATA TO POTENTIAL
UNAUTHORIZED ACCESS OR OTHER TECHNICAL BREACH, AND CLIENT
ACKNOWLEDGES AND UNDERSTANDS THAT SUCH UNAUTHORIZED
ACCESS OR BREACH CANNOT BE CONCLUSIVELY AVOIDED AND THAT
PROVIDER WILL NOT HELD IN ANY WAY RESPONSIBLE, LIABLE OR
OTHERWISE AT FAULT FOR SUCH UNAUTHORIZED ACCESS OR BREACH.
8.4 Limitation of Liability. IN NO EVENT WILL PROVIDER BE
LIABLE TO CLIENT OR ANY THIRD PARTY FOR ANY LOSS OF PROFIT,
REVENUE, LOSS OF DATA OR DIMINUTION IN VALUE, OR ANY OTHER
CONSEQUENTIAL, INCIDENTAL, SPECIAL, PUNITIVE, INDIRECT OR
ECONOMIC DAMAGES (INCLUDING, WITHOUT LIMITATION, LOST
PROFITS, LOSS OF USE, LOSS OF DATA OR LOSS OF GOODWILL),
INCURRED OR SUFFERED BY CLIENT ARISING AS A RESULT OF OR
RELATED TO THIS AGREEMENT, THE SERVICES, ANY SOFTWARE OR
EQUIPMENT PROVIDED WITH THE SERVICES, OR A CYBERATTACK,
WHETHER SUCH CLAIMS ARISE FROM ANY CLAIM BASED IN CONTRACT,
TORT (INCLUDING NEGLIGENCE), PRODUCT LIABILITY, OR OTHERWISE,
AND REGARDLESS OF WHETHER SUCH DAMAGES WERE FORESEEABLE
OR PROVIDER OR ITS CONTRACTORS WERE ADVISED OF THE POSSIBILITY
OF SUCH DAMAGES AND NOTWITHSTANDING THE FAILURE OF ANY
AGREED OR OTHER REMEDY OF ITS ESSENTIAL PURPOSE. THE TOTAL
MONETARY LIABILITY OF PROVIDER FOR ALL CLAIMS OF ANY KIND
RELATED TO THIS AGREEMENT, OR TO ANY ACT OR OMISSION OF
PROVIDER, WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE) OR
OTHERWISE, WILL NOT EXCEED AN AMOUNT EQUAL TO THE AMOUNT
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PAID BY CLIENT TO PROVIDER FOR THE SERVICES DURING THE TWELVE
12) MONTH PERIOD PRECEDING THE DATE THE CLAIM ARISES.
8.5 Third Party Services. The purchase by Client of any services offered
by a party other than Provider (“Third Party Services”) not offered as part of Provider’s
Services, including but not limited to implementation, customization, consulting
services, financing of equipment and software, or any exchange of data between Client
and the person or entity providing such products or services (the “Third Party”) is solely
between Client and the applicable Third Party and is subject to the terms and conditions
of Client’s separate agreement with such Third Party, even if referred by Provider.
Provider does not warrant, endorse or support any Third Party Services, and is not
responsible or liable for such services or any losses or issues that result from Client’s use
of such services. Client represents and warrants that Client’s use of any Third Party
Service signifies Client’s independent consent to the access and use of Client’s data by
the Third Party Service provider, and that such consent, use and access is outside of
Provider’s control. Provider will not be responsible or liable for any disclosure,
modification or deletion of data resulting from any such access by a Third Party.
8.6 Insurance. During the Term, Provider shall, at its own expense,
maintain and carry insurance with financially sound and reputable insurers, in full force
and effect that includes, but is not limited to, commercial general liability in a sum no
less than $2,000,000. Provider shall name Client, its elected and appointed officials,
officers, employees and agents, as an additional insured under such insurance policy.
Coverage provided by Provider shall be primary and any insurance or self-insurance
procured or maintained by Client shall not be required to contribute with it. The limits of
insurance required herein may be satisfied by a combination of primary and umbrella or
excess insurance. Any umbrella or excess insurance shall contain or be endorsed to contain
a provision that such coverage shall also apply on a primary and non-contributory basis for
the benefit of Client before the Client’s own insurance or self-insurance shall be called upon
to protect it as a named insured.
8.7 Cyber Insurance. Client shall, at its own expense, procure and
maintain in full force at all time during the term of this Agreement cyber insurance
covering cyber and network risks. Client shall name Acorn Technology Services as an
additional insured under such cyber insurance policy. Such insurance shall include, but
not be limited to, coverage for liability arising from: (a) theft, dissemination and/or use
of Confidential Information stored or transmitted in electronic form; (b) the introduction
of a computer virus into, or otherwise causing damage to, Client’s, a customer’s or third
person’s computer, computer system, network or similar computer related property and
the data, software, programs, personally identifiable information and intellectual
property stored thereon; (c) ransomware/cyber extortion, including ransom payment(s);
and (d) crisis management, including professional services for recovery and or
emergency recovery services. Such insurance will be maintained with limits of no less
than $2,000,000 per claim and in the annual aggregate, and may be maintained on a
stand-alone basis, or as cyber insurance coverage provided as part of any professional
liability insurance policy.
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9. INDEMNIFICATION
To the full extent permitted by law, Provider agrees to indemnify, defend and hold
harmless the Client, Client, its elected and appointed officials, officers, employees and agents
Indemnified Parties”) against, and will hold and save them and each of them harmless from,
any and all actions, either judicial, administrative, arbitration or regulatory claims, damages to
persons or property, losses, costs, penalties, obligations, errors, omissions or liabilities whether
actual or threatened (herein “claims or liabilities”) that may be asserted or claimed by any
person, firm or entity arising out of or in connection with the negligent performance of the
work, operations or activities provided herein of Provider, its officers, employees, agents,
subcontractors, or invitees, or any individual or entity for which Provider is legally liable
indemnitors”), or arising from Provider’s or indemnitors’ reckless or willful misconduct, or
arising from Provider’s or indemnitors’ negligent performance of or failure to perform any
term, provision, covenant or condition of this Agreement, and in connection therewith:
a) Provider will defend any action or actions filed in connection with
any of said claims or liabilities and will pay all costs and expenses,
including legal costs and attorneys’ fees incurred in connection
therewith;
b) Provider will promptly pay any judgment rendered against the
Client, its elected and appointed officials, officers, employees and
agents, for any such claims or liabilities arising out of or in
connection with the negligent performance of or failure to perform
such work, operations or activities of Consultant hereunder; and
Provider agrees to save and hold the Client, its officers, agents, and
employees harmless therefrom;
c) In the event the Client, its elected and appointed officials, officers,
employees and agents officers, agents or employees is made a
party to any action or proceeding filed or prosecuted against
Provider for such damages or other claims arising out of or in
connection with the negligent performance of or failure to perform
the work, operation or activities of Provider hereunder, Provider
agrees to pay to the Client, its elected and appointed officials,
officers, employees and agents officers, agents or employees, any
and all costs and expenses incurred by the Client, its elected and
appointed officials, officers, employees and agents officers, in
such action or proceeding, including but not limited to, legal costs
and attorneys’ fees.
Provider shall incorporate similar indemnity agreements with its subcontractors and if it fails
to do so Provider shall be fully responsible to indemnify Client hereunder therefore, and
failure of Client to monitor compliance with these provisions shall not be a waiver hereof.
This indemnification includes claims or liabilities arising from any negligent or wrongful
act, error or omission, or reckless or willful misconduct of Provider in the performance of
professional services hereunder. The provisions of this Section do not apply to claims or
liabilities occurring as a result of Client’s sole negligence or willful acts or omissions, but,
to the fullest extent permitted by law, shall apply to claims and liabilities resulting in part
from Client’s negligence. The indemnity obligation shall be binding on successors and
assigns of Provider and shall survive termination of this Agreement.
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10. SYSTEM AGENT; COLLECTION AND USE OF INFORMATION
10.1 System Agent. Provider may provide a monitoring and reporting
agent (the “Agent”), including certain patch management and/or system updates that
enable Provider to monitor and report on Client’s network health and status. Client
agrees to the installation of the Agent, and updates to the Agent as necessary, at
Provider’s request, at any time during the Term. Client agrees not to delete or remove
the Agent during the term of this Agreement. Provider’s obligations are subject to
Client’s compliance with respect to granting permission to install the Agent as specified
in this Section 8.1. Provider does not warrant that the Agent will be error free or will
operate without interruption. If the Agent is found to have caused material issues on the
Client’s network and these issues can be reasonably associated to the installation of the
Agent through uniform testing and tracing methodologies, Provider’s liability will be
limited to the removal of Agent from the Client’s environment and subject to the general
limitations set forth above in Section 8.4.
10.2 Collection and Use of Information. Provider may, directly or
indirectly through the services of others, collect and store information regarding use of
the Services and about equipment on which the Services are administered. Client agrees
that Provider may use such information for any purpose related to Provider’s
administration of the Services, including but not limited to: (a) improving the Services;
and (b) verifying compliance with the terms of the Agreement; but for no other purposes
whatsoever.
11. SUBCONTRACTING
In the performance of the Services, Provider shall have the right, in its sole
discretion, to subcontract the performance of any of its duties or obligations under this
Agreement to any Contractor. Provider shall notify Client in writing of its intent to
subcontract for any part of the Services, and provide Client with the scope of work that
it will subcontract, and the individual or entity to whom the work will be subcontracted.
Client shall have the right to veto subcontracting to a particular individual or entity,
which veto shall not be exercised unreasonably.
12. MISCELLANEOUS
12.1 Status of Parties. Performance by Provider of its duties and
obligations under this Agreement will be that of an independent contractor, and nothing
herein will create or imply an agency relationship between Provider and Client, nor will
this Agreement be deemed to constitute a joint venture or partnership between the
parties. All rights and obligations of the parties hereunder are personal to them and this
Agreement is not intended to benefit, nor shall it be deemed to give rise to, any rights in
any third party.
12.2 Assignment. Client shall not assign or otherwise transfer any of its
rights, or delegate or otherwise transfer any of its obligations or performance under this
Agreement, in each case whether voluntarily, involuntarily, by operation of law, or
otherwise, without Provider’s prior written consent. No assignment, delegation, or
transfer will relieve Client of any of its obligations or performance under this
Agreement. This Agreement is binding on and inures to the benefit of the Parties hereto
and their respective successors and permitted assigns.
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12.3 Choice of Law. This Agreement will be governed by, construed and
enforced in accordance with the laws of the State of California without regard to its
conflicts of laws or its principles. Any claim or suit relating to this Agreement will be
brought to any court of competent jurisdiction located in the state and federal courts
located in Riverside, California. In any action to enforce this Agreement, both parties
agree to pay reasonable attorneys’’ fees and costs in connection with such action to
prevailing party. Both parties agree to waive the right to trial by jury with respect to any
proceeding related to this Agreement.
12.4 Choice of Forum. Each party irrevocably and unconditionally agrees
that it will not commence any action, litigation or proceeding of any kind whatsoever
against the other party in any way arising from or relating to this Agreement, including
all exhibits, schedules, attachments and appendices attached to this Agreement, and all
contemplated transactions, in any forum other than the Central District of California or
the courts of the State of California. Each Party irrevocably and unconditionally submits
to the exclusive jurisdiction of such courts and agrees to bring any such action, litigation
or proceeding only in Central District of California or the courts of the State of
California. Each Party agrees that a final judgment in any such action, litigation, or
proceeding is conclusive and may be enforced in other jurisdictions by suit on the
judgment or in any other manner provided by law.
12.5 Severability. If any of the provisions contained herein will, for any
reason, be held to be invalid, illegal, or unenforceable in any respect, such invalidity,
illegality, or unenforceability will not affect any other provisions of this Agreement, and
this Agreement will be construed as if such provision(s) had never been contained
herein, provided that such provision(s) will be curtailed, limited, or eliminated only to
the extent necessary to remove the invalidity, illegality, or unenforceability. The section
headings contained in this Agreement are for reference purposes only and shall not affect
the meaning or interpretation of the Agreement. Neither this Agreement nor any term or
provision hereof or rights hereunder, may be changed, waived, discharged, amended, or
modified in any manner other than by written notice signed by both parties.
12.6 Notices. All notices given under this Agreement must be given in
writing. Client accepts that communication may be electronic. Either party may contact
the other via email. Client agrees to this electronic means of communication and Client
acknowledges that all contracts, notices, information and other communications that
Provider provides to Client electronically are acceptable and effective as notice.
12.7 Force Majeure.
12.7.1 No party shall be liable or responsible to the other party, nor
be deemed to have defaulted under or breached this Agreement, for any failure or delay
in fulfilling or performing any term of this Agreement (except for any obligations to
make payments to the other party hereunder), when and to the extent such failure or
delay is caused by or results from acts beyond the impacted party’s (“Impacted Party”)
reasonable control, including without limitation the following force majeure events
Force Majeure Events”): (a) acts of God; (b) flood, fire, earthquake, epidemics,
quarantines, or explosion; (c) war, invasion, hostilities (whether war is declared or not),
terrorist threats or acts, riot, or other civil unrest; (d) government order, law, or actions;
e) embargoes or blockades in effect on or after the date of this Agreement; and (f) other
similar events beyond the reasonable control of the Impacted Party. The Impacted Party
shall give notice within thirty (30) days of the Force Majeure Event to the other party,
stating the period of time the occurrence is expected to continue.
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12.7.2 During the Force Majeure Event, the non-affected party may
similarly suspend its performance obligations until such time as the affected party
resumes performance.
12.7.3 The affected party shall use diligent efforts to end the failure
or delay and ensure the effects of such Force Majeure Event are minimized and shall
resume performance of its obligations as soon as reasonably practicable after the
removal of the cause.
12.8 Amendment. No amendment to or modification of this Agreement is
effective unless it is in writing and signed by each party. No waiver by Provider of any
breach by Client of any of the provisions of this Agreement will be deemed a waiver of
any preceding or succeeding breach of this Agreement. No such waiver will be effective
unless it is in writing signed by both parties, and then only to the extent expressly set
forth in such writing.
12.9 Survival. The payment obligations arisen prior to termination of this
Agreement as well as Section 7 (Confidentiality), Section 8 (Limited Warranty and
Disclaimer; Limitation of Liability), Section 9 (Indemnification), and Section 12 (Non -
Solicitation) will survive termination of this Agreement.
12.10 Entire Agreement. The SOW and any related documents or amendments
are incorporated into this Agreement by reference. This Agreement together with any
attachments referred to within this Agreement, and any separate signed documents
incorporating this Agreement, constitute the entire Agreement between the parties with
respect to the Services, and supersedes all prior agreements, proposals, negotiations,
representations or communications relating to the Services. Both parties acknowledge that
they have not been induced to enter into this Agreement by any representations or promises
not specifically stated within the Agreement. If any provision of this Agreement is held or
made invalid or unenforceable for any reason, such invalidity shall not affect the remainder
of this Agreement, and the invalid or unenforceable provisions shall be replaced by a
mutually acceptable provision, which being valid, legal and enforceable comes closest to the
original intentions of the parties hereto and has like economic effect. This Agreement may
be executed in counterparts and delivered by facsimile, emailed PDF or other electronic
means, each of which shall be deemed an original, but all of which shall constitute one and
the same document.
13.0 CITY OFFICERS AND EMPLOYEES: NON-DISCRIMINATION
13.1. Non-liability of City Officers and Employees.
No officer or employee of the Client shall be personally liable to the Provider, or any
successor in interest, in the event of any default or breach by the Client or for any amount
which may become due to the Provider or to its successor, or for breach of any obligation of
the terms of this Agreement.
13.2. Conflict of Interest.
Provider covenants that neither it, nor any officer or principal of its firm, has or shall
acquire any interest, directly or indirectly, which would conflict in any manner with the
interests of Client or which would in any way hinder Provider’s performance under this
Agreement. Provider further covenants that in the performance of this Agreement, no person
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having any such interest shall be employed by it as an officer, employee, agent or subcontractor
without the express written consent of Client. Provider agrees to at all times avoid conflicts of
interest or the appearance of any conflicts of interest with the interests of Client in the
performance of this Agreement.
No officer or employee of the Client shall have any financial interest, direct or indirect,
in this Agreement nor shall any such officer or employee participate in any decision relating to
the Agreement which affects her/his financial interest or the financial interest of any
corporation, partnership or association in which (s)he is, directly or indirectly, interested, in
violation of any State statute or regulation. Provider warrants that it has not paid or given and
will not pay or give any third party any money or other consideration for obtaining this
Agreement.
13.3. Covenant Against Discrimination.
Provider covenants that, by and for itself, its heirs, executors, assigns, and all persons
claiming under or through them, that there shall be no discrimination against or segregation of,
any person or group of persons on account of race, color, creed, religion, sex, gender, sexual
orientation, marital status, national origin, ancestry or other protected class in the performance
of this Agreement. Provider shall take affirmative action to insure that applicants are employed
and that employees are treated during employment without regard to their race, color, creed,
religion, sex, gender, sexual orientation, marital status, national origin, ancestry or other
protected class.
13.4. Unauthorized Aliens.
Provider hereby promises and agrees to comply with all of the provisions of the Federal
Immigration and Nationality Act, 8 U.S.C. § 1101 et seq., as amended, and in connection
therewith, shall not employ unauthorized aliens as defined therein. Should Provider so employ
such unauthorized aliens for the performance of work and/or services covered by this
Agreement, and should any liability or sanctions be imposed against Client for such use of
unauthorized aliens, Provider hereby agrees to and shall reimburse Client for the cost of all
such liabilities or sanctions imposed, together with any and all costs, including attorneys’ fees,
incurred by Client.
13.5. Warranty & Representation of Non-Collusion.
No official, officer, or employee of Client has any financial interest, direct or indirect,
in this Agreement, nor shall any official, officer, or employee of Client participate in any
decision relating to this Agreement which may affect his/her financial interest or the financial
interest of any corporation, partnership, or association in which (s)he is directly or indirectly
interested, or in violation of any corporation, partnership, or association in which (s)he is
directly or indirectly interested, or in violation of any State or municipal statute or regulation.
The determination of “financial interest” shall be consistent with State law and shall not include
interests found to be “remote” or “noninterests” pursuant to Government Code §§ 1091 or
1091.5. Provider warrants and represents that it has not paid or given, and will not pay or give,
to any third party including, but not limited to, any Client official, officer, or employee, any
money, consideration, or other thing of value as a result or consequence of obtaining or being
awarded any agreement. Provider further warrants and represents that (s)he/it has not engaged
in any act(s), omission(s), or other conduct or collusion that would result in the payment of any
money, consideration, or other thing of value to any third party including, but not limited to,
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any Client official, officer, or employee, as a result of consequence of obtaining or being
awarded any agreement. Provider is aware of and understands that any such act(s), omission(s)
or other conduct resulting in such payment of money, consideration, or other thing of value
will render this Agreement void and of no force or effect.
Provider’s Authorized Initials _______
Signatures On The Following Page]
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IN WITNESS WHEREOF, the parties hereto have executed this Agreement
on the date and year first-above written.
CITY:
CITY OF RANCHO PALOS VERDES, a
municipal corporation
City Manager
ATTEST:
City Clerk
APPROVED AS TO FORM:
ALESHIRE & WYNDER, LLP
City Attorney
PROVIDER:
By:
Name:
Title:
By:
Name:
Title:
Address:
Two corporate officer signatures required when Provider is a corporation, with one signature required
from each of the following groups: 1) Chairman of the Board, President or any Vice President; and 2)
Secretary, any Assistant Secretary, Chief Financial Officer or any Assistant Treasurer. CONSULTANT’S
SIGNATURES SHALL BE DULY NOTARIZED, AND APPROPRIATE ATTESTATIONS SHALL BE
INCLUDED AS MAY BE REQUIRED BY THE BYLAWS, ARTICLES OF INCORPORATION, OR
OTHER RULES OR REGULATIONS APPLICABLE TO CONSULTANT’S BUSINESS ENTITY.
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Craig Wolynez
CEO
1960 Chicago Ave, Suite
E9
Riverside, CA 92507
Acorn Technology Services
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SCHEDULE A
STATEMENT OF WORK
This Statement of Work is entered into by and between Provider and Client,
pursuant to and governed by the Agreement, and is hereby made an attachment thereof
the “SOW”). The parties agree that this SOW is subject to and controlled by the terms
of the Agreement. In the event of a conflict between this SOW and the Agreement, the
terms of the Agreement shall prevail and control. All capitalized terms not defined in
this SOW have the meanings given to such terms in the Agreement.
SERVICES SCHEDULE.
Provider will render some or all of the Services listed on the following exhibits
collectively the “SOW Exhibits”) attached hereto and hereby incorporated by reference
including any error corrections, modifications and updates thereto provided by Provider
to Client under this SOW and as may be updated from time to time by Provider:
Helpdesk Services Exhibit
Engineering Services: Server Support Exhibit
Engineering Services: Network Support Exhibit
Onsite Support Exhibit
EXCLUSIONS.
The parties hereto acknowledge and agree that the services set forth as “Exclusions”
on the SOW Exhibits, and as more fully described on Additional Exclusions Exhibit,
are expressly excluded from this SOW.
COVERED COMPONENTS AND COVERED LOCATIONS.
The parties hereto Acknowledge and agreement that the Monthly Services Fees and
Professional Services Fees as based on the number of Covered Components as set forth
on the Covered Components Exhibit and the Covered Locations as set forth on the
Covered Locations Exhibit. The Monthly Services Fees and Professional Services Fees
are subject to change with the addition of Covered Components or Covered Locations
as per Schedule C Fees.
FEES.
In consideration of the provision of the Services by Provider, Customer shall pay the
amounts set forth on SCHEDULE C Fees Exhibit.
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HELPDESK SERVICES EXHIBIT
Included Services Exclusions
Help Desk
1. 24x7x365 Support
2. Email Support
3. Phone Support
Laptop/PC Troubleshooting Support
1. Email client issues
2. Ticket escalations for phone issues
3. Ticket escalations to non-Microsoft
applications/products
4. Inability to power on
5. Slow PC Issues
6. Microsoft Office Issues
7. Resolution of minor application issues
a. Escalation of complex issues or outages to senior
engineering or subject matter experts
8. Printer/Scanner connectivity
9. O365 Spam Settings
10. Basic Provisioning (Distribution groups, permissions,
shared mailboxes)
Laptop/PC Technical Support
1. Anti-Virus management (Laptop/PC)
2. PC/Laptop monthly patching
3. Device health monitoring
4. Remote device management
5. Windows 10 version upgrades for Laptop/PC (Eg.
Windows 10 version 1809 to Windows 10 version
2004)
6. Incident Response
7. Hardware Inventory
8. Software Inventory
1. Next version upgrades are not included (Eg.
Windows 10 to Windows 11)
Laptop/PC Procurement Services
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ENGINEERING SERVICES: SERVER
SUPPORT EXHIBIT
Included Services Exclusions
Server Monitoring and Management
1. 24x7x 365 Server monitoring and response.
Server Troubleshooting
1. Troubleshooting/Remediation of server Operating System
performance issues
2. Troubleshooting/Remediation of Operating System
Patching related issues
3. Coordinating core application related issues with 3rd party
providers
4. Hardware issues and firmware updates.
5. Troubleshooting/Remediation Active Directory issues
6. Troubleshooting/Remediation of Hyper-Visor issues
7.
Change management
1. Schedule
2. Change step
3. Roll back steps
4. Testing
Server Operating System patching on monthly basis or as
needed in case of an urgent vulnerability
Backups (Email, One Drive, SharePoint, Servers) Setup and licensing
Infrastructure Documentation
ENGINEERING SERVICES: NETWORK
SUPPORT EXHIBIT
Included Services Exclusions
Monitoring and management
1. 24x7x 365 Network device Monitoring
2. 24 x 7 x 365 Data Center Network Monitoring
3. After-hours response to critical outages and incidents
4. Minor Configuration changes
Network device management
1. Firewalls
2. Switches
3. WAPs
Network troubleshooting
1. Troubleshooting/Remediation of network related issues
2. Troubleshooting network performance related issues
3. Hardware issues
Firmware upgrades
Secured Encrypted VPN Management Setup and license
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ENGINEERING SERVICES: CLOUD HOSTED SERVICES
SUPPORT EXHIBIT
Included Services Exclusions
O365
1. Office 365 Support
2. Troubleshooting and remediation of related
issues
Minor configuration changes
Azure
1. Azure VM Support
2. Troubleshooting and remediation of Azure
VMs
3. Minor configuration changes
4. Azure Active Directory Support
MUNIS
1. VPN Connection to the vendor only
ONSITE SUPPORT EXHIBIT
In conjunction with the remote technical staff located at Acorn’s headquarters,
Acorn will provide one technician to work at the Client’s location, 30940 Hawthorne
Blvd., City of Rancho Palos Verdes, delivering service to users as needed at all City
locations. The technician will be on-site for a standard work week of 40 hours a week
4 days per week, Monday through Thursday) 52 weeks a year, except for recognized
City holidays or when the City Hall is closed for the holiday break. The City’s
normal business hours are 7:30 am to 5:30 pm, but onsite IT services are
also required at City Council and Planning Commission meetings Tuesday evenings until
8:00 p.m. On occasion, additional City Council or special public meetings (budget
workshops, CIP workshops, etc.) are scheduled at Hesse throughout the year which will
require IT setup and support. The Client will provide notice to the IT Service Provider when
such is scheduled to take place. The schedule of the onsite resource can be adjusted as
needed to prevent the need for overtime.
On-site services will be provided on a mutually agreed schedule and any substitution
due to the unavailability of the regularly assigned person will be a person of equal or better
training and experience and knowledgeable of the Client’s environment. The presence of
the onsite resources, especially on the days of public meetings is critical to Client’s
operations and the provider will ensure that the contractual coverage requirements have
been met.
This onsite technician will maintain an IT work program that establishes priorities
and balances the needs of all City Departments. The main responsibility of the onsite
technician will be to take care of tickets and support requests by the RPV staff, but he
or she could also be utilized as a resource in IT projects where tasks to be performed
align with the technician’s skill level and when it does not interfere with the regular
day to day priorities (e.g. work on gradually deploying new computers).
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ADDITIONAL EXCLUSIONS EXHIBIT
The services listed below are not included as part of the Services but can be performed by
the Provider in the Provider’s sole discretion pursuant to Section 4.2 of the Master Services
Agreement:
Services performed on equipment other than Covered Components;
Services made necessary by accident, fire, water, natural disasters, vandalism, burglary,
alterations or deviations from manufacturer’s design, or failure of non- Covered
Components if adversely affecting and connected to Covered Components;
Services required to recover from a ransomware attack; Services related to relocation of
Covered Components; Services related to the installation of any major release upgrades;
Services and repairs made necessary by the alteration or modification of Covered
Components other than those authorized by Provider in writing, including alterations,
software installations or modifications of Covered Components made by Client’s
employees or anyone other than Provider;
Services related to the installation of any form of engineering change, enhancement
model conversion, or other requested non-covered service; Services to correct preexisting
conditions unless performed previously by Provider (e.g., misconfigured firewall, failed
backups, etc.); Cost of any parts, equipment or shipping charges;
Training services, of any kind;
Services for the phone system, provided that Provider will coordinate phone-related
requests with Client’s telecom provider, if applicable;
Fax machine support, provided that Provider will coordinate fax machine requests with
Client’s managed print service provider, if applicable;
Printer or output devices support, except for network connectivity, drivers, access, and
permissions provided that Provider will coordinate printer machine requests with Client’s
managed print service provider, if applicable;
Client’s and Client’s employees’ home computers, printers, scanners, Wi-Fi and ISP
circuit(s);
Provider will only provide only best-effort [1 hour maximum] support for operating
systems that are no longer supported by manufacturer.
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COVERED COMPONENTS EXHIBIT
The Services shall apply to the following Covered Components, being all of Client’s
Covered Components that are:
Within the total number of Covered Components List by Client below;
Are located at any of the designated Covered Locations listed on the Covered
Locations Exhibit;
Are covered under a currently active vendor support contract with readily
available replaceable parts; and Use software that is genuine, currently
licensed and vendor-supported.
At the request of Client, hardware and/or software not meeting these requirements will
be serviced by Provider on a best faith effort (maximum 1 hour of troubleshooting
service) without guarantee of outcome. Remediation beyond best faith effort will be
billed at the prevailing rate. Provider may make recommendations for replacement.
NUMBER OF COVERED COMPONENTS LIST
Combination of Workstations, Desktops, Laptops: [Up to 145] Additional computers
will increase the monthly rate by $70/computer
Tablets: [Up to 20] Additional tablets will increase the monthly rate by $30/tablet
Mobile Device – Basic device setup and business app troubleshooting
Combination of Physical and Virtual Servers: [Up to 34] Additional Servers will
increase monthly rate by $250/server
Network Devices Including Routers, Switches and Wireless Access Points:
Up to 5 Firewalls], [Up to 19 Switches], [Up to 16 Wireless Access Points].
Additional Network Devices will increase monthly rate by:
Router/Firewall: $125
Managed Switch: $50
Wireless Access Point: $25
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COVERED LOCATIONS EXHIBIT
COVERED LOCATIONS LIST
1. City Hall Campus - 30940 Hawthorne Blvd., Rancho Palos Verdes
2. Ryan Park
3. Hesse Park
4. PVIC
5. Eastview Park
6. Abalone Park
7. Ladera Linda Park
Additional add-on locations will increase the monthly rate by $300/month.
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SCHEDULE B
SERVICE LEVEL AGREEMENT
The parties agree that this Service Level Agreement is subject to and controlled by
the terms of the Master Services Agreement (the “Agreement”) by and between
Provider and Client. In the event of a conflict between this Service Level Agreement and
the Agreement, the terms of the Agreement shall prevail and control. All capitalized
terms not defined in this Service Level Agreement have the meanings given to such
terms in the Agreement.
1. PRIORITY LEVEL AND INCIDENT HANDLING NOTIFICATION
PROCEDURES
Restoration expectations serve as guidelines for operations personnel in the
troubleshooting and resolution of user impacting issues and do not constitute a binding
timetable for resolution.
Issue Type Response SLA
P1 - Critical - Major outage impacting all users
Business critical application are down and
impacting all users
Significant revenue loss, legal implication, virus
attack or reputational impact
15 Minutes
Updates every hour or as
agreed upon by the Incident
Management Team and the
City
P2 - High - Outage impacting most of the users but not all of the
users
Business critical application down but not
impacting all users
15 Minutes
Updates every 2 hours or as
agreed upon by the Incident
Management Team and the
City
P3 - Normal - Single user impact
Business application e.g. ERP, Office, Email, Internet
outage etc.
30 minutes
P4 - Low - Single user impact
Non business applications e.g. Adobe, PDF etc.
30 minutes
P5 - Scheduled - Scheduled tasks 30 minutes
For all above Issue Types, dependencies upon third-party Vendors may affect Response
SLA times. For example, if email is hosted with Microsoft O365 and is down, the time
it takes for Microsoft to respond and fix an issue will not be counted against Provider’s
Response SLA time.
2. SCHEDULE AND EMERGENCY MAINTENANCE
Provider will use commercially reasonable efforts to provide Client with no less
than seventy-two (72) hours advanced notification of scheduled maintenance and/or
upgrades that directly and adversely impact the Client. Provider agrees that standard
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maintenance on the systems, network and applications may be conducted without any
prior notice, provided that the maintenance does not have a direct impact on the Client.
Provider will ensure that any maintenance conducted will follow mutually agreed upon
change control procedures, including but not limited to such safeguards as pre-testing
and qualification of upgrades and new applications, creating backup tapes, availability
of reversal and restoration procedures, and the maintenance of change logs for the
purpose of future troubleshooting and system analysis. Provider agrees to perform all
regular maintenance during a regularly designated period of time selected to minimize
the impact to the Client.
Emergency maintenance is defined as maintenance that must be performed
immediately, regardless of time of day. Examples of emergency maintenance situations
from the past include: emergency carrier IOS maintenance shutting down circuits for
three (3) minutes and emergency software hot fix from Microsoft for Exchange shutting
down email for three (3) minutes.
Downtime or other outages resulting from maintenance, whether regular or
emergency, does not count against the service availability service level set forth in
Section 2, above.
3. IMPACT OF USER AND EQUIPMENT ADDITIONS
Client shall notify Provider promptly upon installing any additional equipment at
any of Client’s Covered Locations that is not listed as a Covered Component on the
SOW (“Additional Equipment”).
If any Additional Equipment is pre-owned equipment, Client represents and
warrants to Provider that, except for pre-existing conditions disclosed to Provider prior
to Additional Equipment being covered by this Agreement, all of the Additional
Equipment will be in good working order on the date coverage begins. Provider is
entitled to a physical assessment of the Additional Equipment to determine whether it is
in working order prior to it being covered by this Agreement. In the event any Additional
Equipment does not meet manufacturer’s specifications or is faulty, in Provider’s sole
discretion, Client may choose to have equipment repaired at Provider’s prevailing time
and materials rates. Upon completion of time and materials service, the Additional
Equipment will be added as a Covered Component on the applicable SOW.
4. OTHER SERVICES AVAILABLE AS REQUESTED
Services beyond the scope of the Master Services Agreement are available to Client
on a time and materials basis in Provider’s sole discretion. A separate SOW will be
developed to define the scope and cost estimates. Provider’s prevailing time and
materials rates shall apply to Services which: (a) are not specifically set forth in the
Master Services Agreement or the SOW; (b) are performed on equipment other than the
Covered Components set forth in the SOW; and (c) represent remedial or repair services
to Covered Components as a result of the following: (i) damage caused by water, wind,
lightning, accident, vandalism or burglary; (ii) neglect or misuse; alterations, deviations
from manufacturer’s design; (iii) acts of non-Provider independent contractors or
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representatives; (iv) transportation or relocation of Covered Components; (v) the failure
of unknown components adversely affecting and connected to Covered Components.
5. RESPONSIBILITY OF CLIENT
5.1 Client shall promptly notify Provider of any Covered Component
failure. Client shall allow Provider, or its Contractors, access to all Covered
Components.
5.2 Client shall notify Provider and its Contractors of any potential
safety or health hazards that may exist at the site, as well as any recommended safety
procedures to be followed while at the site.
5.3 Client shall maintain Client site conditions within the environmental
range of all system devices and media as specified by the manufacturer of Covered
Components including but not limited to temperature requirements.
5.4 Client agrees to develop and implement a Backup Disaster Recovery
Plan. Whereas, the Provider agrees to oversee, maintain and test the Backup Disaster
Recovery Plan, the Client agrees to adopt Provider’s reasonable recommendation for the
Backup Disaster Recovery Plan. Client agrees to keep Backup Disaster Recovery Plan
in good standing with Backup Disaster Recovery Plan vendor.
5.5 Client will not perform maintenance or administration tasks on
supported systems without notifying the Provider. Client agrees to be responsible for
time and materials at the prevailing rate for repairs, if it can be reasonably shown, in
Provider’s sole discretion, that Client’s actions caused the damage.
5.6 Client agrees to purchase and keep current licenses and support and
maintenance contracts for all line-of-business applications, critical servers,
workstations, firewalls, printers, phone systems and other devices necessary in the day-
to-day operation of the business.
5.7 Client represents and warrants to Provider that the Covered
Components listed on the SOW represents all network equipment of the Client.
Additionally, to the best of Client’s knowledge, there are no preexisting conditions, not
previously described to Provider in connection with the Covered Components.
5.8 Client agrees to inform Provider of any system additions or
reductions within two (2) weeks of the change. Client agrees to setup expectations with
its employees that Provider will not support or be held accountable for IT infrastructure
at Client’s employees’ residence.
6. LINE OF BUSINESS APPLICATIONS
Provider will provide basic support for Client’s line of business applications and
will escalate and coordinate all non-network and non-desktop related issues with line
of business application vendor.
DocuSign Envelope ID: 6200E420-390D-451E-8266-D1C3FC9350A4
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25
7. RELOCATION OF EQUIPMENT
Client will notify Provider of any proposed relocation of a Covered Component(s)
to a new site at least sixty (60) days in advance of the relocation. Provider will
determine, in its sole discretion, whether the Covered Component(s) may be serviced
by Provider in the new location. Response time and service charges may be adjusted by
Provider based on the new location. In the event the Covered Component(s) at the new
location requires Provider to reassign service providers to service the Covered
Component, then such Covered Component(s) shall be excluded from coverage under
this Agreement beginning on the date of its relocation and an amendment to the SOW
for service of such Covered Component(s) at the new location shall be negotiated by the
parties.
8. FEES FOR APPLICABLE SERVICES
8.1 Monthly Services Fee. The Monthly Services Fees consists of (i) a
base managed services price based on Client specific variables including the number of
assets and type/volume of Covered Components; and (ii) an incremental fee per month
for additional Covered Component(s). Additionally, an addition of a Covered Location
will result in an increase to the Fee.
DocuSign Envelope ID: 6200E420-390D-451E-8266-D1C3FC9350A4
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SCHEDULE B1
INCLUDED
SERVICES/PROJECTS
The following projects/services will be included in this Agreement at no additional cost:
Included Projects / Services
Onboarding
General Support for Cisco/Polycom Phone System
SCHEDULE C
FEES
Managed Services (Recurring Monthly)
Product Qua. Price Subtotal
Managed IT Services: 1 $14,550 $14,550
Prevailing Rates For Project Work
Product Price
Tier 1 $100
Tier 2 $125
Tier 3 $150
Project Manager $175
Acorn will adjust the above rates annually on July 1 by no more than the percentage change
in the published Consumer Price Index (CIP-U) in the Los Angeles-Riverside-Orange County
geographical area for the preceding twelve (12) month period measured Mach to March.
DocuSign Envelope ID: 6200E420-390D-451E-8266-D1C3FC9350A4
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CITY OF RANCHO PALOS VERDES, CALIFORNIA
REQUEST FOR PROPOSALS
FOR
INFORMATION TECHNOLOGY SERVICES AND SUPPORT
Issue Date
May 10, 2023
Response Due Date and Time
June 2, 2023, 4:00 PM
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TABLE OF CONTENTS
1 OVERVIEW ...................................................................................................................................... 1
1.1 Purpose ............................................................................................................................................ 1
1.2 RFP Schedule .................................................................................................................................. 1
1.2.1 Schedule of Events ............................................................................................................. 1
1.3 RFP Coordinator .............................................................................................................................. 2
1.4 Assistance to Proposers with Disabilities ......................................................................................... 2
1.5 Nondiscrimination ............................................................................................................................. 2
1.6 Proposal Preparation Costs ............................................................................................................. 2
1.7 RFP Amendment and Cancellation .................................................................................................. 3
1.8 Questions Pertaining to the RFP ..................................................................................................... 3
1.9 Mandatory Online Vendor Conference ............................................................................................ 3
1.10 Proposal Deadline ............................................................................................................... 3
1.11 Proposal Submittal .............................................................................................................. 4
2 THE CITY OF RANCHO PALOS VERDES ..................................................................................... 5
2.1 Information Technology Outsourcing Objectives ............................................................................. 5
2.2 Contract Length ................................................................................................................................ 5
2.3 City Departments and Responsibilities ............................................................................................ 6
2.4 Information Technology Program ..................................................................................................... 9
2.4.1 Background / Overview ....................................................................................................... 9
2.4.2 Current Activities and Future Projects ................................................................................ 9
2.4.3 Solicitation ........................................................................................................................... 9
2.4.4 Hours of Operations .......................................................................................................... 10
2.4.5 Support Services High-level Overview:............................................................................. 10
2.5 City Facility Locations .................................................................................................................... 11
3 PROPOSAL EVALUATION............................................................................................................ 14
4 PROPOSAL SUBMISSION ............................................................................................................ 16
4.1 General Instructions ....................................................................................................................... 16
4.2 Proposal Format and Required Documents................................................................................... 16
4.2.1 Proposal Transmittal Letter ............................................................................................... 16
4.2.2 Executive Summary .......................................................................................................... 17
4.2.3 RFP Response Forms....................................................................................................... 17
Proposer Profile ............................................................................................................................... 18
4.3 Pricing ............................................................................................................................................ 18
5 STATEMENT OF WORK AND SERVICE LEVEL AGREEMENTS (SLA) ..................................... 19
5.1 Transition ....................................................................................................................................... 19
5.2 General Operations ........................................................................................................................ 19
5.2.1 Operations / Administration Services ................................................................................ 19
5.2.2 Help Desktop / Support Services ...................................................................................... 20
5.2.3 System Administration / Infrastructure Services ............................................................... 21
5.2.4 Voice and Communications Services: .............................................................................. 21
5.2.5 Network, Switching, Routing & Wireless Services: ........................................................... 21
5.2.6 Scheduled Onsite Services and Support Personnel: ........................................................ 21
5.2.7 Proactive and Remote Services: ....................................................................................... 22
5.2.8 After-Hours and Emergency Support ................................................................................ 23
5.2.9 Reporting ........................................................................................................................... 23
5.3 (OPTIONAL) Pool of Consulting Hours .......................................................................................... 24
6 ADMINISTRATIVE ELEMENTS .................................................................................................... 25
6.1 Collusion ........................................................................................................................................ 25
6.2 Gratuities ........................................................................................................................................ 25
6.3 Required Review and Waiver of Objections by Proposers ............................................................ 25
6.4 Proposal Errors .............................................................................................................................. 25
6.5 Service Agreement ......................................................................................................................... 25
6.6 Assignment and Subcontracting .................................................................................................... 25
6.7 Right to Refuse Personnel ............................................................................................................. 26
6.8 Proposal of Additional Services ..................................................................................................... 26
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6.9 Licensure ........................................................................................................................................ 26
6.10 Conflict of Interest and Proposal Restrictions ................................................................... 26
6.11 Right of Rejection .............................................................................................................. 26
6.12 Disclosure of Proposal Contents ....................................................................................... 27
6.13 Proprietary Information ..................................................................................................... 27
6.14 Severability ........................................................................................................................ 27
6.15 RFP and Proposal Incorporated into Final Contract ......................................................... 27
6.16 Proposal Amendment ....................................................................................................... 27
6.17 Rights of the City ............................................................................................................... 28
6.18 Rate Escalation ................................................................................................................. 28
Appendix A Servers .............................................................................................................................. 29
Appendix B Printer, Copiers, Scanners and other Peripherals Inventory ............................................ 30
Appendix C Personal Computers and Tablets ..................................................................................... 31
Appendix D Business Applications Inventory ....................................................................................... 32
Appendix E List of Currently Supported Desktop and Tablet Software................................................ 34
Appendix F Current and Projected IT Projects ..................................................................................... 35
Appendix G Diagrams ........................................................................................................................... 36
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1 OVERVIEW
1.1 Purpose
The City of Rancho Palos Verdes (CITY) currently outsources the maintenance and
support of its technology infrastructure to an information technology services company.
The contract covering these services is set to expire on July 7, 2023.
The purpose of this Request for Proposals (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 matches 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 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
The 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 sign up for the Mandatory Online Vendor Conference.
1.2.1 Schedule of Events
No. RFP EVENT DATE/TIME
1 City Issues RFP 5/10/2023
2 Deadline for Proposers with a Disability to Make
Accommodation Request 5/12/2023
3 Mandatory Online Vendor Conference 5/16/2023
4 Deadline for Written Questions and Comments 5/19/2023
5 City Issues Responses to Written Questions /Comments 5/22/2023
6 Deadline for Submitting a Proposal (4:00 PM Pacific Time) 6/2/2023
7 City Completes Technical and Pricing Evaluations 6/5/2023-6/06/2023
8 City Conducts Optional Oral interviews 6/07/23-6/08/2023
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No. RFP EVENT DATE/TIME
9 Contract Negotiations 6/9/2019-6/13/2019
10 Recommendations presented to City Council 6/20/2023
11 Award of Bid and Contract Signing 6/20/2023
12 Start of Transition 6/21/2023
13 Formal Proposer Go-Live 7/08/2024
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.
Lukasz Buchwald – IT Manager
City of Rancho Palos Verdes
30940 Hawthorne Blvd.
Rancho Palos Verdes, CA 90275
lbuchwald@rpvca.gov
P (310) 544-5311
1.4 Assistance to Proposers with Disabilities
Proposers with disabilities may receive accommodations regarding the means of
communicating this RFP and participating in this procurement process. Proposers with
disabilities should contact the RFP Coordinator to request reasonable accommodations
no later than the deadline for accommodation requests detailed in Section 1.2.11.2.1,
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.
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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 registered for a Mandatory Online Vendor
Conference in compliance with Section 1.9 of this document. Proposers will respond
based on the final written RFP and all exhibits, attachments, and amendments thereto.
1.8 Questions Pertaining to the RFP
Specific questions concerning the RFP should be held for the Mandatory Online Vendor
Conference described below. After that, all questions must 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 registered for a Mandatory Online Vendor
Conference (Section 1.9).
1.9 Mandatory Online Vendor Conference
Interested vendors must register for a Mandatory Online Vendor Conference if they wish
to participate in this procurement. It will be a web-based conference for this solicitation at
10:00 AM (PDT) on Tuesday, May 16, 2023. Vendors must register for this conference
by sending an email request to lbuchwald@rpvca.gov and a hyperlink for access to the
meeting will be sent to you. The conference will be recorded and vendors unable to attend
the live event may register to receive the recorded version in order to qualify to participate.
The purpose of this pre-proposal conference will be to clarify the contents of this RFP in
order to prevent any misunderstanding of the City's position. Any doubt as to the
requirements of this RFP or any apparent omission or discrepancy should be presented
to the City during this conference. The City will then determine the appropriate action
necessary, if any, and issue a written addendum to the RFP. Oral statements or
instructions shall not constitute an amendment to this RFP.
Vendors should estimate duration of the pre-proposal conference to be approximately two
(2) hours and vendors may allow multiple attendees.
1.10 Proposal Deadline
Proposals will be submitted no later than the Proposal Deadline time and date detailed in
Section 1.2.1, 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.
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1.11 Proposal Submittal
Proposers must submit one original, signed master proposal either via email or deliver the
proposal in a sealed package to the City of Rancho Palos Verdes City Hall. Physical
proposals must be prepared on standard 8 1/2" x 11", two-sided paper. The package
should be clearly labeled:
ATTENTION: CITY CLERK OFFICE
PROPOSAL FOR INFORMATION TECHNOLOGY 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
The email proposals should be addressed to lbuchwald@rpvca.gov and
cityclerk@rpvca.gov and include the following:
SUBJECT: PROPOSAL FOR INFORMATION TECHNOLOGY SERVICES AND
SUPPORT [NAME OF PROPOSER]
[PROPOSER’S ADDRESS]
[PROPOSER’S CONTACT PERSON]
[PROPOSER’S TELEPHONE NUMBER]
[PROPOSER’S EMAIL]
Electronic version of the proposal package
All proposals must be received by the City Clerk’s Office of Rancho Palos Verdes and by
the RFP Coordinator by the date and time shown in section 1.2.1 OVERVIEWSchedule of
Events. Proposals received after this time and date will be returned unopened. Postmarks
will not be accepted as proof of receipt.
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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 42,364 [2017], 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 Administration, Finance, Recreation and Parks,
Community Development, and Public Works. The City Attorney is contracted with Aleshire
& Wynder, LLP. Public Safety at the City is provided through agreements with L.A. County
Sheriff, L.A. County Fire and L.A. County Animal Control. As of writing of this RFP, the
City has 59 Full-time employees and 61 Part-time employees.
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 ensures minimal
disruption to City operations;
Allow for open communications between selected service provider(s), the City IT
Manager, leadership and departments.
2.2 Contract Length
The City intends to enter into a contract with an initial four (4) year effective period of June
21, 2023 through June 30, 2027.
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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 the contract will be executed through a written amendment.
2.3 City Departments and Responsibilities
The City organizational chart below (Table 1) depicts the City’s functional structure by
programs and areas of responsibility.
Table 1 - City Organizational Chart
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
City staff.
Function - City Council members do not have direct access to City technology hardware -
i.e., they do not have a PC, laptop r a mobile phone, nor do they as a practice operate such
City-owned machines while at City Hall, but they are issued a City email address and an
iPad. 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, agenda
software or questions related to website content. The City Council receives clerical support
from the administrative staff assigned to the City Manager’s office, which includes
responding to resident questions, scheduling meetings and preparing correspondence.
City Manager / Administration – The City Manager’s office includes the City Clerk, Human
Resources (HR), Information Technology, Emergency Operations, Public Safety, 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.
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Staff Count: 10 Full-Time and 4 Part-Time
General Function - Common programs used by staff in the performance of their duties
include the MS Office Suite, Adobe Acrobat 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 council meetings are off-
site at Hesse Park and all necessary audio / visual equipment for the council meetings
require setup at this facility for meetings that may occur during or after hours.
Specialized technologies used and future consideration for the City Manager office include:
HR Function / Future - The HR department uses a Software as a Service (SaaS) hosted
Munis 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.
City Clerk Function / Future - The City Clerk department manages the City’s use of
Laserfiche and oversight of the City Council / Commission meeting agendas and minutes.
Laserfiche is the City document management solution for Records Management with
support via the VAR. The City Clerk staff manually generates the City Council Meeting
agendas and minutes for distribution using Microsoft Word. Council meetings are broadcast
live via Granicus. Meeting day and evening IT support may be required to assure a
successful video stream via the City website, and the cable television station broadcast.
RPVtv Television Station Function – A local television broadcast channel, run exclusively
by RPVtv support staff receives much of their standard IT support from IT 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 (TelVue) and
network systems and standard software including Adobe products are supported by the IT
Support Provider. Television station staff typically provides their own Audio Visual support
but are sometimes assisted by IT support services, which could include assistance with
Internet streaming system equipment or liaison with broadcast equipment and software
specialists.
Information Technology Function / Future - Please refer to Section 2.4
Community Development [CDD] - 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: 16 Full-Time
Function - Common programs used by staff in the performance of their duties include the
MS Office Suite, Adobe products and other standard City applications.
Specialized technologies used by Community Development include Central Square’s
“Community Development” (formerly known as Trakit) suite for Permitting, Code Enforcement
and Inspections and Bluebeam for plans inspections. 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 Commission 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.
CDD Inspectors utilize tablets for the day to day tasks in the field. Other Community
Development hardware includes PCs, printers, telephones, cell phones, a plotter and
scanners located within department offices.
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Recreation and Parks - The Recreation and Parks Department is responsible for
managing and operating a comprehensive park system, administering services in the Palos
Verdes Nature Preserve and coordinating numerous community activities. Recreation and
Parks manages the following programs:
• Department Administration
• Recreational Facilities, Programs, and Classes
• Volunteer Program
• Special Events
• Point Vicente Interpretive Center
• REACH Program for youth and adults with Developmental Disabilities
• Support Services
Staff Count: 13 Full-Time and approx. 56 Part-Time
Function - Common programs used by staff in the performance of their day-to-day
duties include the MS Office Suite, Laserfiche, ADP time and attendance (heavily used
due to the large number of part-time staff), Adobe products, InDesign, and the City’s
internet site for the exchange of information with citizens.
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 includes 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 B.
Finance Department – 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 – Common programs/equipment used by staff in the performance of their duties
includes the MS Office Suite, Adobe programs, the City’s internet and intranet site (for
informational updates), desktop scanners and mail service devices.
Finance currently uses a SaaS Tyler Munis for core financials and business licensing,
secure online banking and numerous exports of data for credit card payments, third party
reporting and transfer of information.
In addition to IT Service Provider supported PCs, telephones, scanners and printers, there
are specialized technologies such as credit card payment devices used in Finance.
The department requires services within standard hours but can also access to the system
via VPN after hours.
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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: 12 Full-Time
Function - Common programs used by staff in the performance of their duties include the
MS Office Suite, MS Project, Adobe Products, BlueBeam, AutoCAD, Central Square’s
“Community Development” (formerly known as Trakit) and GIS.
The department currently processes and manages all work orders using the CityWorks
application. Systems supported by the IT Department include PCs, telephones, scanning
devices, and printing devices including an HP scanner/plotter.
2.4 Information Technology Program
2.4.1 Background / Overview
In 1996, the City began outsourcing 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 to the Deputy City Manager.) The IT Manager provides oversight for
all City IT functions and management of the IT Service Provider supporting the 59 full-time
and 61 part-time, contract and intern staff.
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 F). 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 might be asked to participate in tasks as to assist with completion of those
projects.
2.4.3 Solicitation
The City seeks one or more IT Service Providers to provide all services to meet or exceed
City’s technology and support needs as specified in Section 5 of this RFP. The prospective
vendors should have at least 2 years of history successfully providing Managed IT
Services to organizations at least similar in size to the City of Rancho Palos Verdes.
Experience in the public sector is preferable, but not mandatory. Any prospective vendor
must be prepared to submit copies of the last 2 years’ financial statements. Those
statements will only be requested as part of the contract negotiations to ensure the
financial viability of the proposer, and are not required as part of the response to this RFP.
The City will require support at City Hall and remote locations (Section 2.5) as needed.
The IT service support is typically required during standard City operating hours, 7:30 a.m.
to 5:30 p.m. Monday through Thursday and 7:30 a.m. to 4:30 p.m. on Friday. Technical
assistance is also required for City Council and Planning Commission meetings Tuesday
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evenings until typically 8:00 p.m. 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 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. IT services are also required at City Council and Planning
Commission meetings Tuesday evenings until 8:00 p.m. On occasion additional City
Council or special public meetings (budget workshops, CIP workshops, etc.) are
scheduled at Hesse throughout the year which will require IT set up and support. The City
will provide notice to the IT Service Provider when such is scheduled to take place.
2.4.5 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:
Nutanix cluster of (3) physical nodes
(31) Virtual Servers including file, infrastructure and line of business application
servers (Appendix B)
A Network of 2 Aruba 2500 series, 2 Aruba 6200 series and approximately 15
Dell 2000 and 3000 series Ethernet switches and Palo Alto and SonicWall
firewalls across the City Hall and (5) remote location
Approximately 145 Personal Computers and Laptops (Appendix C)
Approximately 20 Apple iPad and Samsung tablets
Microsoft 365 email system, filters and spam control solutions
Cisco UC Phone System (the City carries a maintenance contract with Cisco and
a specialized outside vendor) and approximately 80 Cisco and Polycom
telephones and 20 City supplied Verizon Cell Phones
Wireless systems using Aruba wireless controller and access points
Peripherals including printers, copiers, scanners, audio/visual equipment, etc., as
listed in the peripheral summary (Appendix B)
Major Business and Support Applications (Appendix D and Appendix F) include:
Financials (Tyler’s Munis ERP SaaS Hosted System)
Recreation and Facility Management Software (Hosted Active.net)
Building Permits and Code Enforcement (Community Development (Trakit))
Public assets and work orders (CityWorks)
Facility Entry Management (United System - Bay Alarms)
GIS (ESRI)
Document Management (Laserfiche)
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City Email Services (Microsoft 365)
City internet services (CivicPlus hosted solution)
Streaming Media system (Granicus)
City Intranet (SharePoint 2013)
Microsoft Office and other common Microsoft applications
Microsoft Active Directory, DNS, DHCP
Additional general services background:
Standardized desktop operating software (Dell Workstations with Windows 10/11)
Relational database management systems (Microsoft SQL)
Help Desk Service Calls (based on the current service provider ticketing system) -
average of 4-5 requests per day
A secure data center houses the majority of the City’s servers (Future plans to
migrate some of the workloads to SaaS, IaaS or PaaS)
2.5 City Facility Locations
FACILITY (Location of IT Support Services) ADDRESS
City Hall/RPVtv
30940 Hawthorne Boulevard
Rancho Palos Verdes, CA 90275
(310) 544-5260
Local area network - the City network consists of dual Palo Alto failover firewalls and several managed
Aruba abd DELL layer 2/3 switches. Wiring is Category 5 or better throughout the network. 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, Ryan Park, Hesse Park
and PVIC are connected by fiber optic connection.
City Hall is utilizing dual Internet providers (SBFN – 1Gbps circuit as a main circuit with a TPx –
200Mb as a backup).
There are 3 conference rooms in City Hall that include projector/TV and teleconferencing equipment.
Fiber optic cabling is installed between the RPVtv building and the City Hall Main Building. There are
multiple high-end Dell PCs for use by production staff, studio lighting, approximately four video
cameras and requisite cabling, a 4-channel video mixer and various recording equipment. Video
programs are scheduled and controlled by RPVtv staff.
Fred Hesse Jr. Community Park
29301 Hawthorne Blvd.
Rancho Palos Verdes, CA 90275
(310) 541-8114
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FACILITY (Location of IT Support Services) ADDRESS
The City Council and Planning Commission meetings are held at Hesse Park which contains a full A/V
system with (2) ceiling mounted projectors, wireless internet for the public, video and audio distribution
cabling, a multi-zone audio distribution system, wireless microphones, etc. RPVtv Staff maintains the
originally installed Video equipment on site and operates the Video system for both live Cable TV
broadcasts and recorded videos for delayed broadcast.
Hesse Park is connected directly to the City Hall using a fiber optics connection.
There are several computers, printers and telephones at Hesse Park used by City Staff working from
that location.
Ladera Linda Community Park
32201 Forrestal Drive
Rancho Palos Verdes, CA 90275
(310) 541-7073
Ladera Linda facility is currently under construction with the expected completion date of August 23.
The projected equipment includes several PC computers, Wireless Network, Printers and Audio/Video
equipment.
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 A/V needs, and other functionality.
PVIC also has several computers used by staff and volunteers to serve residents and visitors to the
center including two (2) computer cash registers and credit card machines as well as a computer used
for a small gift shop and for facility registration using the Active.net SaaS system.
There are several printers on site, a kiosk for learning programs in the museum, a 4-camera security
system, and other technical equipment throughout the center. The meeting room includes a ceiling
mounted projector and retractable projection screen, and multi-zone audio system and wireless
microphones. The theatre includes a touch screen kiosk for visitors to select movies. Future plans
include additional kiosks, multimedia display systems, and other technology to engage visitors in a
manner consistent with modern expectations by visitors.
Robert E. Ryan Community Park
30359 Hawthorne Blvd.
Rancho Palos Verdes, CA 90275
(310) 377-2290
Ryan Community Park is connected directly to the City Hall using a fiber optics connection.
There are several computers, printers and telephones at Hesse Park used by City Staff working from
that location.
Abalone Cove Park 5970 Rancho Palos Verdes Dr. S
Rancho Palos Verdes, CA 90275
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FACILITY (Location of IT Support Services) ADDRESS
(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 two 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.
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3 PROPOSAL EVALUATION
An Evaluation Committee known as the IT Services RFP Evaluation Committee shall
review all proposals to determine which Proposers have qualified for consideration. The
evaluation will include at an initial review of all proposals, to 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. The proposals that
meet or exceed the intent of the mandatory requirements will be undergo a detailed
evaluation of and scoring.
The Committee’s scoring of proposals shall be based on the following:
Compliance with RFP Instructions (weighted 15%): Vendors must follow the
instructions given in the RFP and complete all the required forms and certificates
completely. Proposal information entered on the forms must not conflict with
information in supporting narratives and in case of conflict, the information on the
forms will supersede anything to the contrary elsewhere in the proposal.
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.
Service Approach (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 relative to the quality of services
offered and the needs of the City. 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.
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The City reserves the right, at its sole discretion, to request clarification 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 two 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 1.2.1.
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.
The City Council shall not be bound by the Committee’s recommendation, and shall not
be obligated to select the Proposer with the highest score.
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4 PROPOSAL SUBMISSION
4.1 General Instructions
The City discourages lengthy and costly proposals. Proposals should be complete and
prepared simply and economically and provide a straightforward, concise description of
the Proposer’s capabilities to satisfy the requirements of this RFP. Emphasis should be
on completeness and clarity of content. Glossy sales and marketing brochures are not
necessary or desired.
Proposers must follow all formats and address all portions of the RFP set forth herein,
providing all information requested. Proposers may retype or duplicate any portion of this
RFP for use in responding, provided that the proposal clearly addresses all of the City's
information requirements.
Proposers should respond to every subsection and must label each response to the RFP
requirements with the section and subsection numbers associated with the corresponding
requirement in this RFP (e.g., the Proposer’s Qualifications Section would be labeled 4.5).
4.2 Proposal Format and Required Documents
Proposals must be structured and presented in the following manner:
Proposal Transmittal Letter (Section 4.2.1)
Executive Summary (Section 4.2.2)
RFP Response Forms (Electronic format – Section 4.2.3)
o Vendor Profile
o Required Forms
o Prices
Required Forms and Certificates
Statement of Work and Service Level Agreements
o Transition
o General Operations
o Pool of Consulting Hours
o Service Level Agreements
o Proposer materials (e.g., 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.
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.
4.2.1 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. The letter shall:
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Be signed by a company officer empowered to bind the Proposer to the provisions
of this RFP and any contract awarded pursuant to it
State that the proposal remains valid for at least 180 days
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
4.2.2 Executive Summary
Vendors are asked to describe their implementation approach at a high level. 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 ongoing 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 proactive versus reactive support
activities.
Describe your firm’s approach to continuously improving service delivery over the
term of the contract.
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.
4.2.3 RFP Response Forms
Forms are provided on which Proposers must provide general and pricing information. It
is the intent of this RFP to ascertain full and complete disclosure of all costs related to the
successful implementation of the products and systems requested. If there are additional
costs or requirements, which are not covered in this RFP, it is the Proposer’s responsibility
to present that information during the Proposal Window (the time following RFP release
and the date the RFP Responses are due). Failure to disclose any of these costs in the
RFP Response may constitute disqualification.
All proposals should be submitted in the following format to enable City to fairly evaluate
and compare all proposals. Failure to follow this format may constitute disqualification from
consideration.
Proposer Profile
Pricing Sheet for Each Support Model (see section 4.3 for details)
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Proposer Profile
This fillable PDF in the RFP Response Forms packet is a section with specific questions
about the Proposer. The answers to these questions will help City assess the Proposer’s
qualifications to deliver the proposed systems.
HOME OFFICE /
HEADQUARTERS
Please provide information about your parent company and/or corporate
headquarters.
LOCAL BRANCH
OFFICE FOR THIS
PROJECT
If different than above, please provide the information about who is preparing
this response and who will be providing the service and support for the City.
INSTALLED USER
BASE
Please indicate how many customers you are support for the proposed products
and services.
REFERENCES Please provide the names and contact information of customers similar to the
City.
SUPPORT TEAM
Vendors must identify the resources planned to provide the designated services
to the City. Although the specific individuals may change, their level of training,
experience, and knowledge of the City's environment must be equivalent.
Please include resumes or vitae for the individuals proposed as an attachment.
4.3 Pricing
The City is seeking a preferably fixed-fee (billed 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:
Transition (Any Additional Costs)
General Operations
Additional or Alternate Services
o Included with the monthly fee.
o Billed separately.
As detailed in section 5.2.6 Scheduled Onsite Services and Support Personnel the
City is requesting pricing for two different onsite support scenarios.
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5 STATEMENT OF WORK AND SERVICE LEVEL AGREEMENTS (SLA)
The City desires to enter into a full-service IT Services and Support agreement with a
qualified Proposer who will provide operational technology support and associated
services to meet the City technology needs working closely with the City IT Manager.
The Proposer must provide a detailed description of its approach and methodologies to
meet and exceed the following categories.
5.1 Transition
Transition is the effort required to migrate from the existing IT outsourcing contract to the
new environment whether with a new provider or with the same outsourcing contractor
into the new environmental requirements.
The City anticipates a transition period of approximately thirty (18) days as shown in
Section 1.2.1, Schedule of Events. The transition period is expected to be a discovery or
due diligence period wherein the Proposer may review the City’s existing environment,
procedures, culture, inventory and other key infrastructure information. It also provides a
time to establish systems, tools and processes necessary to provide Services, deploy staff
resources and be introduced to City personnel. Service level agreements will take effect
after the transition is complete.
The Proposer will, at a minimum, describe the following attributes of its transition plan.
Describe how you propose to provide flexibility to integrate the City’s retained IT
Services processes and practices.
Describe the make-up of your proposed transition team.
Describe end user communication plans, orientation and training.
Describe your change management process.
List key transition activities and tasks required to transition each specific service
category as defined in Section 5.
List transition milestones and projected timelines.
List risk and issue management / processes.
5.2 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 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.
5.2.1 Operations / 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.);
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The City expects the Proposer to actively administer its 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 actively 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, 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.
5.2.2 Help Desktop / Support Services
Help Desktop/Support Services accounts for the largest single amount of support required
and is the initial point of contact for most support requests. The Help Desk includes
maintenance of all end user devices including desktop / laptop management, operating
systems and application software, telephones, printers, scanners, peripherals, and basic
training support of City end users. Also includes interface between other contracted
vendors to resolve user support issues, meeting setups, information gathering for higher
level support, documentation of resolutions and proactive maintenance activities, user
training, information gathering and other projects as time permits.
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 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
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5.2.3 System Administration / Infrastructure Services
The Proposer shall provide day-to-day server and IT infrastructure systems support, which
includes, but is not limited to:
- Maintenance, repairs and minor upgrades
- Security and Enterprise system implementation and support
- New user and terminated user activities
- Server cluster and data storage management
- EOC and Disaster Recovery readiness support
Additionally, business application software support and database management are
services and activities that apply to the maintenance, support and management of City IT
business applications, databases and websites. The City relies heavily on Hosted
Solutions but does have locally supported systems. The City maintains support
agreements with all Business Systems suppliers.
The Proposer shall perform proactive ongoing monitoring, execute preventive, corrective,
emergency and adaptive maintenance of all City applications and IT Infrastructure. The
Proposer shall perform Incident, Problem, Change and Release Management
responsibilities for platforms included in this RFP.
5.2.4 Voice and Communications Services:
Includes general support and administration of City Cisco telephone system, Cisco and
Polycom telephones and conferencing equipment and includes mobile device
management implementation and support;
5.2.5 Network, Switching, Routing & Wireless Services:
Includes connectivity both inside buildings and between buildings including wiring,
switching, routing, connectivity to ISP’s, wireless, 24/7/365 monitoring of all networking
components, disaster recovery, failover, network security, security cameras, compliance
including PCI compliance activities, streaming media, VPN;
5.2.6 Scheduled Onsite Services and Support Personnel:
The successful vendor must provide ongoing support to the City through a combination of
services designed to meet the City’s specific IT support needs with a coordinated suite of
services. On-site services will be provided on a mutually agreed schedule and any
substitution due to the unavailability of the regularly assigned person will be a person of
equal or better training and experience and knowledgeable of the City’s environment.
The City expects the Proposer to provide two options to support the City.
Option #1 – Fully Remote Support Model
This option consists of a fully remote support model with resources dispatched onsite
only in case of an emergency or when a senior resource is required to be onsite to
troubleshoot an issue.
The Proposer should work under the following assumptions when creating the support
model and pricing for this option:
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- The City will hire either a part-time or a full-time Desktop Technician (Tier 1) to
handle most of the Tier 1 requests requiring onsite presence. This includes setting
up and supporting public meetings.
- The Proposer should plan to cross-train a resource to fill-in for the City’s Desktop
Technician employee when needed. This should be the case only when the City IT
Technician goes on vacation or extended sick leave and the City will make every
effort to give as much notice as possible.
Option #2 – Remote Support Model with a dedicated onsite Desktop Support Technician
This option should include a dedicated on-site Desktop Support Technician resource
(in addition to the regular remote support) during normal City operating hours and as
needed to support public meetings for a minimum of Four (4) days per week of onsite
(Monday, Tuesday, Wednesday and Thursday).
The Proposer should work under the following assumptions when creating the support
model and pricing for this option:
- The dedicated Desktop Technician is expected to handle most of the Tier 1
(perhaps Tier 2 as well, depending on experience) requests requiring onsite
presence. This includes setting up and supporting public meetings.
- The Proposer should plan to cross-train additional resources to ensure continuity
and coverage in case the dedicated person is not available. The City sees the
onsite services as critical and will fully expect the contractual onsite obligation to be
fulfilled.
5.2.7 Proactive and Remote Services:
In addition to on-site/remote coverage during normal business hours, the vendor must
provide 24/7 remote monitoring services for servers, network devices and any other critical
IT infrastructure components. By establishing proactive remote monitoring, the vendor’s
resources will be alerted to problems, outages, and warnings immediately allowing for
quicker response times.
Remote Support should include an uncapped remote helpdesk equipped with tools to
effectively assist City users remotely and incorporate access to senior IT resources when
the request needs to be escalated.
Proactive Services should include:
• Proactive monitoring of servers, network devices and peripherals
• Monitoring of vital systems and alerts
• Notification of any indication of an impending problem
• Daily monitoring of data backup status and addressing any issues
• Server and workstation patch management
• Detailed monthly reports
• Application availability monitoring
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The City is currently using Microsoft Defender for Endpoint/Server on all City-owned
devices, so the Proposer does not need to include any anti-virus software or EDR/XDR
services. The City is also contracted with a specialized EDR vendor to record and
analyze all security events and filter out only actionable items. On average there is one
alert every two weeks which requires a response from the City and/or its Managed IT
Service Provider. The Proposer should plan on monitoring alerts from Endpoint
Detection and Response [EDR] vendor and Microsoft Defender and acting as needed.
Unanticipated Issues Resulting from System Updates / Patching or Scheduled
Maintenance – Troubleshooting and resolution of problems and outages that resulted
directly from installing system updates or any other scheduled maintenance should be
included in the monthly service fee and not be a subject to a separate billing.
NOTE: The City will require that each individual with access to City networks or systems
be given their own login credential which may not be shared.
5.2.8 After-Hours and Emergency Support
On-call support may be required for special circumstances to restore or address City IT
systems failure after business hours. Those services should preferably be included in the
monthly fee, but if they are to be billed separately, the proposer shall provide an
appropriate rate table. All after-hours billable work requires authorization by a City official.
The selected Proposer will be provided with a list of City officials who can authorize such
work. A list of pre-approved critical systems or categories may be created by the City and
provided to the outsourcing vendor.
It is City’s position that proactive services like patching or firmware upgrades should be
schedule after-hours whenever possible and should not be considered as emergency
support.
Upon request by City, the Proposer shall participate in disaster operations conducted by
City, a disaster declared by the City and/ or the operation of the City’s Emergency
Operations Center [EOC] when it is deployed. The Proposer’s services shall include, but
not be limited to, configuration of the emergency IT system, general IT support, and any
other reasonable request made by City. City shall pay Proposer for these services at the
regular hourly (non-emergency) rates during City’s normal business hours and at
Emergency after-hours rates for services performed after City’s normal business hours.
5.2.9 Reporting
City management should receive regular reports on performance metrics and overall
system health. Proposers should provide at a minimum the reports specified below, but
proposers are encouraged to produce more of relevant metrics or KPIs, if available.
Weekly Help Desk metrics:
• Tickets opened/closed in the prior week
• Open tickets report, length of time open
• Mean Time to Respond, Mean Time to Resolve
• Tickets by category (e.g. application, department, etc.)
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Monthly Help Desk metrics:
• Tickets opened/closed in the prior month
• Open tickets report, length of time open
• Mean Time to Respond, Mean Time to Resolve
• Anti-Virus and Malware Reports
Weekly/Monthly System Report:
• Server system health
• Disk space utilization
• Workstation system health
• Patching levels on servers/workstations
• Servers and Network Devices Uptime
Monthly Backup Reports:
• Data backup report
• Backup integrity test
• Quarterly System Recovery Test Report
5.3 (OPTIONAL) Pool of Consulting Hours
The City is open 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 are estimated to be
200 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 subcontracted 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:
Larger New Systems Implementations Projects
Software Development (Interfaces, reports, one-time process)
Architecture, Engineering and Design Services
System, Network and Security Assessment and Remediation materially outside
the scope of ongoing maintenance, management or upgrades.
After-Hours and Emergency Support
All work done using these Pool Consulting Hours will be tracked and reported as
hours worked, by whom, when, and where as well as the specific Task(s) and
relevant notes.
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6 ADMINISTRATIVE ELEMENTS
6.1 Collusion
By submitting a response to the RFP, each Proposer represents and warrants that its
response is genuine and not 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.
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 to
the RFP must be made in writing or via email and received by the City no later than the
Deadline for Written Comments detailed in the Error! Reference source not found.
1.2.1, Schedule of Events. This will allow issuance of any necessary amendments and
help prevent the submittal of defective proposals upon which contract award could not be
made.
Protests based on any objection will be considered waived and invalid if the objection is
not brought to the attention of the City, in writing, by the Deadline for Written Comments.
6.4 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.
6.5 Service Agreement
A Proposer shall submit a copy of its standard service agreement. The City reserves the
right to request deletion or modification of certain provisions, consistent with public policy
and best municipal law practices.
6.6 Assignment and Subcontracting
The Proposer 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.
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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 be 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.
6.7 Right to Refuse Personnel
The City reserves the right to refuse, at its sole discretion, any subcontractors or any
personnel provided by the Proposer 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 checking and drug testing processes at any time.
All Proposers’ staff with access to any portion of the City’s IT infrastructure must be eligible
to work in the United States and might be required to pass a background check.
The City reserves the right to refuse or request that new staff be assigned to work at the
City location at the sole discretion of the City, with reasons given in writing to Proposer.
6.8 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, including as optional services, 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 4.5.5.
6.9 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. The selected Proposer shall be required to obtain
a City of Rancho Palos Verdes business license.
6.10 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.
6.11 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.
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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 a 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.
6.12 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,
(CPRA, codified as Government Code Section 7920.000 et seq.). By submitting a
proposal, the Proposer acknowledges and accepts that the contents of the proposal and
associated documents will become open to public inspection.
6.13 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
submit information it believes to be proprietary in a separate sealed envelope marked as
"CONFIDENTIAL."The Proposer must agree to indemnify and defend the City for honoring
such a designation, but each Proposer acknowledges that the City may withhold only
documents that fall within a specific disclosure exemption of the CPRA. 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.
6.14 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.
6.15 RFP and Proposal Incorporated into Final Contract
This RFP and the successful proposal may be incorporated into the final contract.
6.16 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.
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6.17 Rights of the City
The City reserves the right to:
Make the selection in its sole discretion to obtain the services that are most suited
and advantageous to the City
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
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
6.18 Rate Escalation
The City requires that the Annual Payment shall be adjusted annually on July 1 by no
more than the percentage change in the published Consumer Price Index (CPI-U) in the
Los Angeles-Riverside-Orange County geographical area for the preceding twelve (12)
month period measured March to March.
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Appendix A Servers
Purpose Model Descriptive
1 Physical
Servers
Nutanix 3-node cluster This Nutanix cluster is designed with three
physical nodes able to be recovered onto two
servers should one of the nodes fail.
2 Virtual
Servers
Nutanix Acropolis (31) (13) Windows Server 2022
(6) Windows Server 2019
(12) Windows Server 2012 R2
3 Physical
Servers
N/A Other Physical Servers Include: (2) Assureon
Devices for LaserFiche Backup, (1) physical
server managing backup infrastructure and (1)
Granicus Encoder Server
The server room equipment 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.
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Appendix B Printer, Copiers, Scanners and other Peripherals Inventory
Name/Type/Model Est.
Count
Notes
1 Canon Multifunction Copiers 11 Leased units under maintenance
agreement with Canon
2 HP Desk Printers 30 Various models, B&W and Color. Under
maintenance agreement with a vendor
3 Canon Plotter 1 Under maintenance and support contract
with a vendor
4 Canon Plotter 1 Under maintenance and support contract
with a vendor
5 Canon Desk Scanner 1 DR-62110. Under manufacturer warranty
and support
6 Zebra Label Makers 3
7 Epson Check Scanner 3
8 Fujitsu Desk Scanners 3 Fi-7160
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.
The City also owns several other specialized types of equipment such as conference room
presentation equipment, smart boards and projectors.
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Appendix C Personal Computers and Tablets
No. Computer Manufacturer/Type
110 Dell Desktops (Windows 10 mostly with several Windows 11)
25 Dell Laptops (11x Windows 10, 6x Windows 7, 1x Windows 8.1)
5 Microsoft Surface Pro (Windows 10)
140 Total
The City currently utilizes approximately 110 desktop, 25 laptop and 5 Surface tablets 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 a mix Microsoft Windows 10 and 11 Operating Systems and
Office 365 productivity software. The City has a Microsoft Enterprise Agreement with Software
Assurance.
The City also maintains around 20 iPads tablets and other mobile devices for use by staff,
Councilmembers, Commissioner and contractors in order to properly conduct City business and
serve residents. Some mobile devices have 5G wireless data availability, the City also provides
email connectivity to staff with Outlook Online, for City-owned telephones and user "BYOD"
devices.
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Appendix D Business Applications Inventory
All application functional support is the responsibility of the primary user department.
Troubleshooting and liaison with vendor support will be done by Vendor under direction of City
IT.
Functional Area Title Use On-Prem/
Hosted
Supported By:
1 Finance ERP The Tyler “Munis” ERP
SaaS (hosted)
SaaS Vendor, IT
2 HR / Payroll ERP CITY utilizes the web-hosted
Tyler ESS to fulfill the
CITY’s Human Resources
and Payroll needs. Tyler
ESS is also used for
timesheets, payroll, benefits
and other HR functions.
SaaS Vendor, IT
4 Code
Enforcement
Community
Development
[TrakIt]
The CITY currently uses a
CentralSquare’s platform
called Community
Development [TrakIt].
On-Prem Vendor, IT
5 Community
Dev
Permitting
Community
Development
[TrakIt]
The CITY currently uses a
CentralSquare’s platform
called Community
Development [TrakIt].
On-Prem Vendor, IT
6 Work Orders
- Public
Works
Work Orders The CITY use Work Order
systems called CitySourced
and CityWorks.
On-Prem Vendor, IT
8 Document
Management
Laser Fiche The Office of the City Clerk
uses the Laserfiche
electronic document
management system to scan
and secure documents in
the organization. CITY
utilizes a specialized
Laserfiche contractor for
advanced support.
On-Prem Vendor, IT
9 Point of Sale Cougar
Mountain
Denali
PVIC uses Cougar Mountain
"Denali" software for point-
of-sale and inventory
management at the PVIC
gift shop.
On-Prem Vendor, IT
10 Facility
Rentals and
Activities
Active.net The Recreation and Parks
department uses the SaaS
Activenet system to reserve
and manage park facilities.
The system includes a portal
that allows residents to pay
for rentals online and the
ability to pay with a credit
card at parks facilities.
SaaS Vendor
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Functional Area Title Use On-Prem/
Hosted
Supported By:
13 Asset
Inventory
EZ Office Asset and Inventory tracking
program
SaaS Vendor, IT
15 Website City Web Hosted by CivicPlus PaaS Vendor
18 Intranet SharePoint The intranet consists of a
SharePoint 2013 Server with
sub-sites for each
department. Website
content is updated primarily
by CITY department staff
with secondary assistance
provided by Service
Provider.
On-Prem IT
14 Live and
Archived
Video
Streaming.
Agenda
Management
Granicus Granicus for live video
streaming and archived
access in a hosted solution.
Used to stream City and City
Council meetings.
On-Prem Vendor, IT
15 GIS ESRI Analyze and display
geographically referenced
information
On-Prem GIS Vendor, IT
16 RPVtv TelVue TV Broadcast Software On-Prem Vendor, IT
17 Live
Streaming
and Agenda
Granicus Live streaming of City
meetings, agenda
management and access to
historical meetings
On-Prem
and Hosted
Vendor, IT
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Appendix E List of Currently Supported Desktop and Tablet Software
Product Name Publisher
Current
Version(s)
Estimated
Counts
Microsoft Office Microsoft Corporation Office 365 120
Adobe Acrobat DC
Pro/Standard
Adobe Systems DC 60
Tyler Munis Tyler 2019 80
LaserFiche LaserFiche 10.3 10
Adobe Illustrator Adobe Systems N/A 10
Adobe Photoshop Adobe Systems N/A 10
Microsoft Project Microsoft Corporation N/A 20
Bluebeam BlueBeam N/A 10
SketchUp Trimble N/A 10
Chrome Google Inc. 73+ 140
Edge Microsoft Corporation 42+ 140
ArcMap ESRI 10.5.1 3
ArcGIS Pro ESRI 2.2.4 3
Google Earth Google Inc. 7.1 5
iTrakit CentralSquare 1.0 5
Trimble GPS
Pathfinder Office
California Surveying and
Drafting Supply, Inc.
5.90 1
iLegislate Granicus Inc. 2.0.5 20
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Appendix F Current and Projected IT Projects
Project Department
Owner
Description Status
Cisco Call Manager
migration to Cisco
Cloud Calling
IT The City is planning to move to Cisco
Cloud Calling as early as July 2023.
Planned
Migration of
SharePoint to Office
365
IT The City is migrating from in-house
SharePoint 2013 server to Microsoft’s
Office 365
In Progress
City-Wide Workstation
Refresh
IT All aging computers will be replaced
with new Window 11 DELL
workstations starting July 2023 over
the next 24 months
Planned
Network Upgrades
and Changes
IT The City is planning on upgrading all
aging DELL switches to modern Aruba
switches and reconfigure the network
to meet the objectives of PCI
compliance attestation
In
Progress/Planned
Use Intune for
managing laptops and
mobile devices
IT The City is currently in progress of
deploying and configuring Microsoft
Intune to better manage laptops and
mobile devices
In Progress
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Appendix G Diagrams
Diagram 1 – Network Overview
Diagram 1 – Network Overview
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Diagram 2 - Wireless Network Overview
Diagram 2 – Wireless Network Overview
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Diagram 3 – VOIP Cisco Phone System
The City uses Cisco CM System for VOIP phone call management and voice messaging.
Cisco telephones as well as Polycom conference room telephones.
The City has 250 DID telephone lines provided by TPx. There are City owned cell phones
used by field personnel as well as analog fax, alarm and emergency telephone lines
throughout the buildings.
NOTE: The City is currently in the process of planning a migration to a cloud based VOIP
system. This project is anticipated to start in Q3 2023.
Diagram 2 - VOIP Cisco Phone System
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City of Rancho Palos Verdes
Request for Proposals (RFP) for INFORMATION TECHNOLOGY SERVICES AND SUPPORT
Addendum 1 – Changes to the RFP Document
1.10 Proposal Deadline
Proposals will be submitted no later than the Proposal Deadline time and date detailed in
Section 1.2.1, 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.
5.1 Transition
Transition is the effort required to migrate from the existing IT outsourcing contract to the
new environment whether with a new provider or with the same outsourcing contractor
into the new environmental requirements.
The City anticipates a transition period of approximately thirty eighteen (18) days as
shown in Section 1.2.1, Schedule of Events. The transition period is expected to be a
discovery or due diligence period wherein the Proposer may review the City’s existing
environment, procedures, culture, inventory and other key infrastructure information. It
also provides a time to establish systems, tools and processes necessary to provide
Services, deploy staff resources and be introduced to City personnel. Service level
agreements will take effect after the transition is complete.
The Proposer will, at a minimum, describe the following attributes of its transition plan.
Describe how you propose to provide flexibility to integrate the City’s retained IT
Services processes and practices.
Describe the make-up of your proposed transition team.
Describe end user communication plans, orientation and training.
Describe your change management process.
List key transition activities and tasks required to transition each specific service
category as defined in Section 5.
List transition milestones and projected timelines.
List risk and issue management / processes.
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Addendum 2 – Ques�ons and Answers
1. What special cer�fica�ons, clearances, or government programs and regulatory requirements
are in scope?
RPV Answer: There are no specific certifications or regulatory requirements in place at this
point, except the dedicated onsite resource(s) having to go through the LiveScan process.
2. Can you please confirm the number of WAPs? 22 devices per the page 41 diagram? Do you
have any Wireless LAN Controllers (WLCs)?
RPV Answer: The wireless infrastructure consists of a combination of Aruba AP-565, Aruba AP-
505 and Aruba AP-575 access point. There are 3 Ubiquiti access points at one of City Parks, but
they should be replaced within the next 60 days with Aruba AP-565. All Aruba devices (20 total)
are managed via Aruba Central.
3. What specific Microso� 365/Office 365 license is in use?
RPV Answer:
Microso� 365 G3 GCC - 140
Exchange Online (Plan 2) for GCC – 80
Microso� Defender for Office 365 (Plan 1) GCC – 220
Windows 10/11 Enterprise E5 GCC- 120
Azure AD Premium P1 for Government - 80
4. What is the current cloud presence or migra�on plan?
RPV Answer: Please refer to Appendix D in the RFP for business application list and Appendix F
for Current and Projected IT projects. The City is also considering an online disaster recovery
solution and well as the possibility of migrating more of our Line of Business applications to the
cloud.
5. What is the current backup/recovery/restore capabili�es and details?
RPV Answer: The multi-layered backup approach includes hypervisor-level snapshot, local
Veeam backups, cloud Veeam backups and off-site tape backups. The City is satisfied with its
current backup strategy and the MSP is only expected to provide operational and monitoring
support for the tools and schedules in place. The restore capabilities, schedules and more details
won’t be shared as part of this RFP as it is considered confidential.
6. What is the current helpdesk so�ware or system in use?
RPV Answer: The City is relying on the current MSP’s ticketing system (Footprints).
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7. Is there a ci�zen-facing website presence in scope?
RPV Answer: No.
8. How many city-owned or coloca�on data centers are in scope?
RPV Answer: Just the City Hall server room.
9. What system is the IT Document Catalog writen in?
RPV Answer: The current MSP has all the documentation stored in ITGlue portal. Passwords are
stored in an online repository.
10. Would the customer want their current helpdesk system to be eBonded to the vendor's
ServiceNOW instance?
RPV Answer: The City does not have a ticketing system in place and expects one to be provided
as part of this RFP.
11. Would the customer want the vendor to provide desktop imaging services based on a gold
image provided by the customer? Does the customer have a gold image for desktop/server
builds?
RPV Answer: The City does have an MDT server in place, but a new image for Windows 11
would need to be created. Alternatively, Intune or another imaging solution could be used
based on the vendor recommendation and IT Manager’s approval.
There is an existing Windows Server 2022 template which can be used to easily spin up Nutanix
VMs.
12. Does the customer require any 24/7, VIP support for any personnel?
RPV Answer: An urgent after-hour or weekend support request might very rarely be submitted
directly by a member of the City’s executive team, but it will only be the MSP’s responsibility if
the City’s IT Manager is not available to address it or if the City’s IT Manager needs help with
addressing the request and it is a result of an outage.
13. Is MDM in scope for either BYOD or city provided devices?
RPV Answer: The City is currently working on implementing Intune for all City-owned mobile
devices. The are no plans to use MDM for personal devices.
14. Your Onboarding Journey:
o Acknowledging the time and resources dedicated to successful onboarding, our practice
involves deploying a seasoned engineer to steer the process. Could you kindly confirm if
the city is prepared to accommodate the requisite onboarding cost?
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RPV Answer: The City is prepared to pay for the onboarding project, but the overall cost is a
factor when evaluating the proposals.
15. Service Level Agreements (SLAs) Expectations:
a. Could you share your anticipated SLAs for standard and emergency support requests?
RPV Answer: Below are City’s expectations:
Priority 1 – Business Critical Outages affecting multiple users and/or services – 15 minutes
acknowledge time, updates to the point of contact every hour, continuous troubleshooting until
resolution. Onsite resources within 2 hours if necessary.
Priority 2 – Degraded services, or intermittent outages – 15 minutes acknowledge time, updates
to the point of contact every 2 hours, continuous troubleshooting until resolution or plan of
resolution is in place. Onsite resources within 4 hours if necessary.
Priority 3 – General Issues – 60 minutes acknowledge time, updates to the point of contact as
needed. Resolution or the plan of resolution provided within 48 hours.
Priority 4 – General Requests – 2 hours acknowledge time, updates to the point of contact as
needed. Resolution or the plan of resolution provided within 72 hours.
16. Streamlining Firewall Configuration:
a. Would the city entertain the idea of replacing the existing Palo Alto units with
SonicWALL's for a more streamlined operation?
RPV Answer: This is not an option currently.
17. Ensuring Robust Support for Critical Hardware:
a. To maintain optimum performance, we encourage clients to sustain active warranties
and support for vital hardware. Can you provide the current status for:
i. Servers
ii. Switches
iii. Firewalls
iv. Firewall Security Services: Are vital services like CFS, GAV, Botnet, etc., actively
licensed and configured?
RPV Answer: All servers, switches and firewalls have vendor maintenance and support contracts
in place. If a device does not have a current support/maintenance vendor contract in place, the
MSP partner will not be responsible for any outages and will only be expected to provide best-
effort support.
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18. Your Network Infrastructure:
a. Are there any desktop or non-managed switches in use? If yes, would you consider
replacing them with new ports directed to the MDF/IDF?
RPV Answer: There are 2 unmanaged switches that I know of, and we already have a plan in
place to replace them.
19. Managing Your Digital Ecosystem:
a. How are laptops, smartphones, and tablets managed? Is Mobile Device Management
(MDM) currently in use?
RPV Answer: Currently all the devices with Windows OS are managed by the MSP’s remote
management tool. A project to utilize Intune as an MDM is currently underway and the plan is to
replace the MaaS 360 currently in place.
20. Exploring Your Intranet and SharePoint Universe:
a. We would appreciate further insights into your Intranet and SharePoint 2013 setup and
infrastructure.
RPV Answer: The SharePoint 2013 hosts an internal site collection with each RPV Department
responsible for updating their respective content. We have seen very little updates in the past
several years and we are looking forward to utilizing SharePoint Online and its modern look and
feel.
b. As you mentioned, you are currently in the process of migrating to SharePoint Online,
who is running this project and what is the expect completion date?
RPV Answer: This is currently an internal RPV IT project run by the IT Manager and an IT Intern.
We expect the migration to be fully completed by the end of 2023.
21. Securing Access with SSL-VPN and MFA:
a. What SSL-VPN technology is in place? Is Multi-Factor Authentication (MFA) enforced on
the SSL-VPN connections?
RPV Answer: Palo Alto Global Protect and MFA are currently enforced on all SSL-VPN
connections.
22. Office 365 and MFA Implementation:
a. Is MFA active on Office 365? If yes, does it engage automatically via conditional access
policies?
RPV Answer: MFA is configured via a conditional access rule and it is currently active enforced in
Office 365
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23. Power Protection for Infrastructure:
a. Are infrastructure components safeguarded with Power Distribution Units (PDUs) and
Uninterruptible Power Supplies (UPS)? If not, would the city consider implementing
these safeguards?
RPV Answer: All critical IT infrastructure is protected using UPS devices.
24. End of Support (EOS) Systems:
a. Are any workstations or servers operating on systems that have reached their End of
Support (EOS) phase?
RPV Answer: There is just one Windows 7 workstation using specialized AV production
software. We are currently working on migrating this functionality to Windows 10/11 machines.
25. What operating systems are installed on the servers?
RPV Answer: Please refer to the RFP document page 29.
26. Does the city own the servers (hardware), or are they all fully virtualized in the datacenter?
RPV Answer: The backend IT infrastructure listed in the RFP is owned by the City and resides in
the City Hall server room.
27. If owned, where are these servers located?
RPV Answer: The City Hall server room.
28. If owned, could you share the make and models of the servers?
RPV Answer: 3-node Nutanix cluster (2x NX-8235-G7, 1x NX-8135-G7). Single DELL
PowerEdge R440 and 2x Nexsan Assureon.
29. If owned, are there backend remote management measures, such as iDRAC, in place?
RPV Answer: Yes.
30. If owned, what RAID levels are being utilized?
RPV Answer: Default Nutanix 3-node setup.
31. For clarity, please confirm or correct the following hardware count:
• Firewalls: 6
• Switches: 20
• Phones: Approx. 80
• Workstations: Approx. 145
• iPads/Tablets: Approx. 20
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• Smartphones: Approx. 20
• Virtual Servers: 31
• Physical Servers: xxx
RPV Answer: Please use the numbers provided for your proposals. Should the number of the
devices be significantly different than the quoted quantities, a contract amendment can be put
in place to address the difference. Please use four (4) for physical servers count (not including
the Nutanix cluster).
32. Please provide a descrip�on of internal networks and VLANs, and their purpose.
RPV Answer: We have dedicated VLANs for workstations, phones, printers, servers, and
management. There will be an additional VLAN for PCI compliance purposes including all devices
under the PCI domain.
33. What is the make and model of the current wireless system, number of access points, and
current wireless distribu�on based on VLANs?
RPV Answer: The wireless infrastructure consists of is a combination of Aruba AP-565, Aruba
AP-505 and Aruba AP-575 access point. There are 3 Ubiquiti access points at one of City Parks,
but they should be replaced within the next 60 days with Aruba AP-565. All Aruba devices (20
total) are managed via Aruba Central.
34. Please provide a current list of internet service providers, connec�on type and bandwidth /
transfer rate capacity.
RPV Answer: Primary ISP – Race Communications, dedicated, symmetrical 1Gbps fiber
connection. Secondary ISP – TPx, dedicated, symmetrical 200Mbps circuit.
35. What are the features of Intune that made the City decide to implement it?
RPV Answer: The City is looking to implement Intune to help managing mobile devices and
potentially streamline computer/laptop deployment. The City is always open to considering
other uses and features where possible.
36. Does the City have current IT policies in place? Can a copy be provided?
RPV Answer: Creating a portfolio of IT policies is currently being worked on. There are no
policies to be shared at this point.
37. How is disaster recovery handled today? How are backups performed and synced? RPO and
RTO?
RPV Answer: Please refer to question #5 in this document.
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38. How is the City currently controlling IT inventory?
RPV Answer: An online inventory system is utilized to tag and store information about all IT
assets over $500.
39. Does the City currently work with a security company for ensuring PCI compliance or is this is
the IT company's responsibility?
RPV Answer: The City signed a contract with a specialized partner earlier this year to work on
PCI compliance. The MSP partner might be asked to implement any projects or changes
resulting from this engagement. Maintaining PCI compliance is not the responsibility of the MSP.
40. Is the Managed Service Provider expected to provide first �er support for the 13 Applica�ons
that show “Supported by IT” on Appendix D of this RFP?
RPV Answer: The MSP is expected to provide all tiers of support (except the how-to) for all the
most common Microsoft/Adobe/Google applications. Support for the Line of Business
application should be limited to only making sure that the application starts/loads correctly, any
how-to questions will be handled internally or engaging the application vendor.
41. Who provides strategic support and auditing support for the city?
RPV Answer: City’s IT Manager is responsible for the direction and performance of the IT
Division and as such has the biggest influence on the strategic direction. Specialized vendors are
engaged by the City as needed when outside expertise or recommendations are needed.
42. Will live scan be required for the onsite technician?
RPV Answer: Yes
43. What services will you consider consolidating?
RPV Answer: If the MSP provides any other IT services outside of the scope of this RFP, the City
will definitely be open to consolidation, especially if it means lowering the overall cost. Example
of the potential services to be consolidated:
- EDR/XDR services
- Incident Response Services
- Cloud hosting services
- Advanced network projects (Palo Alto, Aruba SMEs)
- Intune
- Microsoft Defender
44. How much log data do you ingest a month?
RPV Answer: The City does not have that information.
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Request For Proposal
Information Technology Services
City of Rancho Palos Verdes
Wednesday, May 31st, 2023
Acorn Technology Services
1960 Chicago Ave, Ste E9
Riverside, CA 92507
951.784.3500 (office)
951.320.7066 (fax)
www.acorntechservices.com
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Proposal Transmittal Letter ............................................................................................................ 4
Executive Summary ......................................................................................................................... 5
RFP Response Forms ....................................................................................................................... 6
Vendor Profile Form .................................................................................................................... 6
Management profiles .................................................................................................................. 8
Pricing form (Option 1: Fully remote support model) .............................................................. 11
Pricing form (Option 2: Remote support model with dedicated onsite desktop technician) .. 12
Statement of work and Service Level Agreements ....................................................................... 13
Transition .................................................................................................................................. 13
Week 1: ................................................................................................................................. 13
Week 2: ................................................................................................................................. 14
Week 3: ................................................................................................................................. 14
General Operations ................................................................................................................... 15
Scope of Services .................................................................................................................. 15
Operations/Administrative services ......................................................................................... 16
Documentation management ........................................................................................... 16
Weekly Account Management Meetings ......................................................................... 16
Quarterly Governance Meetings ...................................................................................... 17
Annual Strategy/Budgeting Meeting ................................................................................ 17
Inventory management .................................................................................................... 17
Helpdesk support services .................................................................................................... 18
Support Hours: 24x7x365 ................................................................................................. 18
Response Times & Service Level Agreement .................................................................... 18
Staffing Levels ................................................................................................................... 19
Staff Expertise ................................................................................................................... 19
Physical Location of Helpdesk ........................................................................................... 19
Helpdesk – Services ........................................................................................................... 19
Systems administration & infrastructure services ................................................................ 20
Voice and communication services ...................................................................................... 21
Network, switching, routing and wireless services .............................................................. 22
Scheduled onsite services and support personnel ............................................................... 22
Fully remote support model ............................................................................................. 22
Remote support model with dedicated onsite desktop technician ................................. 23
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Proactive and remote services.............................................................................................. 23
Hesse Park Meeting Setup .................................................................................................... 24
Reporting................................................................................................................................... 25
Appendix A – Services & Projects References .............................................................................. 27
City of Monrovia ................................................................................................................... 27
City of Covina ........................................................................................................................ 27
City of La Quinta .................................................................................................................... 28
City of Monrovia - Police Department .................................................................................. 28
City of Huntington Beach ...................................................................................................... 28
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Proposal Transmittal Letter
To the City of Rancho Palos Verdes,
We are pleased to offer our services and participate in this opportunity. Acorn Technology
Services has been assisting customers with IT services for nearly two decades and assisting
municipal governments for almost a decade such as the City of Huntington Beach, City of
Oxnard, City of Compton, County of San Bernardino, City of Duvall, City of South Pasadena,
Desert Water Agency, City of Monrovia, City of Industry and City of LaQuinta. Our services to
these cities have included providing helpdesk support, server support, network support,
cybersecurity services, disaster recovery and backup, vulnerability assessments, and performing
remediations.
With our focus on security, we have helped cities build their Cybersecurity program, or add to
what already existed. We have assisted in creating new policies and procedures, auditing
security, and making remediations. Instead of providing assessments and giving suggestions, we
also offer services to provide ongoing support and remediations.
Our projection is that we can save the City approximately $3,000 a month ($36,000 yearly) with
our services. This does not include time and resources saved with our offer of consoli dation.
We can include the on-site technician, cybersecurity, network management, backup
management, helpdesk management, and project management under the supervision and
interdepartmental coordination of one vendor.
We are an MSP with a security focused mindset, passionate in our commitment to our
customers. We believe in an IT and Cybersecurity Partnership with our customers, always
having a clear line of communication open.
This proposal shall remain valid for at least 180 days.
There are no conflicts of interest between Acorn Technology Services or any of the individuals
who will perform work under the contract and the City of Rancho Palos Verdes.
Craig Wolynez, CEO
cwolynez@acorntechnologyservices.com
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Executive Summary
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RFP Response Forms
Vendor Profile Form
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NOTE: In Appendix A you can find the the highlights of services and projects that Acorn
Technology Services has provided to the above customers over the years.
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Management profiles
a. CEO: Craig Wolynez
Craig Wolynez has been a technology entrepreneur since 1998 founding/acquiring
multiple companies with disciplines in web development and IT Managed services. He
has worked with business leaders across a wide array of companies like Ford Motor
Company, Jerry Bruckheimer Films, Motorola, The United Way, Harpo Studios, and
Habitat For Humanity. Craig has held a myriad of positions over his career such as
President of Mergers & Acquisitions, CIO, and now currently, CEO of Acorn Technology
Services.
Craig has spent the past two decades helping organizations achieve meaningful and
strategic change by leveraging technology to achieve their visions. He is a people person
who puts a high value on personal relationships, a key ingredient to his success with
customers. Currently, Craig works with the leaders at Acorn Technology Services to offer
high value products and premium services in Managed IT and Security Services.
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b. COO: Umar Irshad
Umar Irshad is a partner at Acorn and will be meeting with you on a quarterly basis to
discuss strategy and service delivery. Umar has over 20 years of experience in end-to-
end IT management and governance. His most recent accomplishment was rebuilding a
Pacific Northwestern MSP into a regional leader by building from the ground up;
process, procedures, products, and staff utilizing the COBIT architecture.
He has directed global operations teams for Microsoft.com, Microsoft Anti-Malware,
and Windows Update. At Microsoft, his team managed 24 data centers worldwide. His
experience includes building robust IT management teams and processes based on ITIL
standards and cybersecurity systems based on ISO27002 and (ISC)2. Umar believes that
by following a few basic principles and standards IT can be simplified all the while
empowering your employees and protecting your organization from Cybersecurity
threats.
Umar has spent several years designing and implementing streamlined security
platforms that meet client needs and budgets. He has been on the front lines working
with IT-ISAC, Department of Homeland Security, Federal Bureau of Investigation, and
some of the largest technology companies in the world. Umar is passionate about
Cybersecurity, aligning IT teams, structure, and process with business vision and
expectations.
c. Director - Project Management Office: Ryan Wambolt
Ryan has been a project manager with Acorn for the past 9 years and has ascended to
the role of Director of Project Management Office. Ryan leads a team of 3 project
managers and 7 project engineers. Additionally, Ryan has been personally responsible
for the management and implementation of multiple high-complexity projects for
various Acorn customers, ranging from private organizations to public entities, including
a handful of municipalities where he has overseen discovery and IT assessments for
new and existing customers; while focusing efforts on meeting timelines, contributing to
network design, maintaining budget requirements, ensuring high levels of customer
service, and interfacing with technical and customer service staff, vendors and Acorn’s
CEO keeping them all apprised on the status of projects. Ryan’s team will be meeting
with you on a cadence commensurate to the volume of projects we are engaged in.
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d. Director - Account Management: Araceli Nava
Araceli Nava has been with Acorn for 5 years. She manages the Account management
department at Acorn and has a team of account managers who report to her. Araceli
deftly manages Tier 1 customers at Acorn including multiple cities like Costa Mesa
Sanitary District, City of Monrovia, City of Industry, and the City of South Pasadena. She
is well versed at creating and maintaining budgets, she is meticulous, and is a ferocious
advocate for her customers.
e. Director - Systems Engineering: Lyle Jones
Lyle has over 20 years of IT experience and his team is responsible for handling an
elevated level of service requests, along with setting standards on system design and
architecture. These responsibilities include awareness and competency with all current
technology supported by Acorn, including workstations, servers, networks, and vendor
specific hardware and software. He frequently advises and directs installation,
maintenance, and monitoring operations for all customers. Advises with
recommendations for systemic improvements to all systems and architectures. Provides
specialized systems technical support when necessary to support administration and
security of systems and hardware; diagnose and treat incidents; writes procedures and
various technical documents; and support for internal training on customer equipment
and software.
f. Vice President of Helpdesk Operations and Cybersecurity: David McKissic
David has been working in cybersecurity for almost 20 years. Before working at Acorn
Technology Services, he ran his own business, and consultation. At Acorn h e leads the
helpdesk operations and cybersecurity departments. He has assisted in integrating new
technologies and bringing in security options for customers. Part of his responsibilities
also included leading and performing vulnerability assessments and audits for various
projects and customers. Many were for municipal governments that are current
customers today. He will be meeting with you to assist in building an action plan and
terms of engagement to implement MSSP services with the Airport.
g. On-Site Manager: Joel Noriega
Joel Noriega has been working for Acorn Technology Services for approximately 11
years. His experience includes onboarding new customers, managing networks, and
configuring servers. As an on-site manager, Joel works at various municipal government
sites and manages and assists the onsite technicians. He focuses on ensuring that the
on-site technicians are successful in their roles and get all the assistance from other
departments at Acorn in a timely manner.
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Pricing form (Option 1: Fully remote support model)
Services Pricing
Transition price Included in the 1st
month’s managed
services fee.
Helpdesk
- 24x7x365 support
- PC support
$4,250
Engineering
- 24x7x365 support
- Server support & Network support
- Server patching & Workstation patching
- Network device firmware upgrade
- Backups and DR support (licensing and storage cost is not
included)
$4,250
Cybersecurity
- 24x7x365 support
- Intrusion Detection (Software & Services included)
- Intrusion Prevention (Software & Services included)
- Anti-virus (Software & Services included)
- Incident response
Included
Vulnerability management
- (Remediations are not included – remediations can be done
using the 200 ‘Pool of consulting hours’ below)
- (Does not include tools or license costs)
$0/month
Tier 1 rate
Tier 2 rate
Tier 3 rate
Project Manager
Tier 1: $100/hour
Tier 2: $125/hour
Tier 3: $150/hour
(Vulnerability remediations are
$150/hour)
PM: $175/hour
Pool of consulting hours: 200 bucket hours yearly These hours are
transferrable from month
to month, but these hours
must be used in the
calendar year.
Total for Services: $8,500 per month.
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Pricing form (Option 2: Remote support model with dedicated onsite desktop technician )
Services Pricing
Transition price Included in the 1st
month’s managed
services fee.
Onsite resource
We would like to hire a person who has meaningful IT experience
and is paid well enough to ensure we do not have attrition.
$7,000
Helpdesk
- 24x7x365 support
- PC support
$4,000
Engineering
- 24x7x365 support
- Server support & Network support
- Server patching & Workstation patching
- Network device firmware upgrade
- Backups and DR support (licensing and storage cost is not
included)
$4,000
Cybersecurity
- 24x7x365 support
- Intrusion Detection (Software & Services included)
- Intrusion Prevention (Software & Services included)
- Anti-virus (Software & Services included)
- Incident response
Included ($0/month)
Vulnerability management
- (Remediations are not included – remediations can be done
using the 200 ‘Pool of consulting hours’ below)
- (Does not include tools or license costs)
Included ($0/month)
Tier 1 rate
Tier 2 rate
Tier 3 rate
Project Manager
Tier 1: $100/hour
Tier 2: $125/hour
Tier 3: $150/hour
(Vulnerability remediations
are $150/hour)
$175/hour
Pool of consulting hours: 200 bucket hours yearly These hours are
transferrable from month
to month, but these hours
must be used in the
calendar year.
Total for Services: $15,000 per month.
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Statement of work and Service Level Agreements
Transition
During the transition period, Acorn Technology Services will work closely with the city’s IT
manager and current MSP to begin the process of transferring services. A dedicated Project
Manager and Account Manager will be assigned to the transition project who will update the
city IT manager and Acorn Engineering teams on a daily basis until the Transition is completed.
A transition plan will be created in Smartsheet with the following details. We will commit to the
action plan and Terms of Engagement will be developed.
Week 1:
- Day 1:
o Will request City IT staff to create Acorn domain admin account.
▪ Responsibility: Acorn Project Management department.
o Install Datto Agents on the workstations and servers.
▪ Responsibility: Acorn Project Management department.
o Install Auvik collector for network infrastructure management.
▪ Responsibility: Acorn Systems Engineering department.
- Day 2: (Responsibility: Acorn Project Management department)
o Request all documentation from present MSP.
▪ This documentation will include the following.
• Location information.
• Contacts of all employees.
• Helpdesk, Engineering documents.
• Passwords.
• Domain information.
• SSL Certificate information.
• Antivirus details.
• Application and SMEs.
• Internet WAN information.
• LAN information.
• Licensing details.
• Remote access.
• Vendor information (if needed).
▪ It usually takes around a week for the MSP to provide documentation in
our experience including passwords.
- Day 3 to Day 5: (Responsibility: Acorn Project Management department)
o Create server/application mapping documents in IT Glue.
o Start documenting infrastructure details in IT Glue. (This information will be
gathered by Datto, Auvik and onsite Project Manager during the
transition/meetings/data gathering discussions with City IT and current MSP
staff)
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Week 2:
- Day 1
o Start importing documentation into IT Glue gathered in week 1 and continue
updating IT Glue as and when more information is received or gathered .
▪ (Responsibility: Acorn Project Management department)
- Day 2:
o Importing of all contacts in Autotask ticketing system.
▪ (Responsibility: Acorn Project Management department)
o Install Cynet agents for intrusion detection, prevention, and anti-virus.
- Day 3-5:
o Train Helpdesk resources.
▪ (Responsibility: Acorn Helpdesk department)
o Share with users at City of Rancho Palos Verdes on how to engage Helpdesk. This
is a 3-slide presentation that can be given to all users.
▪ (Responsibility: Acorn Project Management department)
Week 3:
- Helpdesk team to start taking calls and emails from City of Rancho Palos Verdes.
- Continue updating documentation.
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General Operations
Scope of Services
We have taken the liberty of organizing the items in ‘Scope of Services’ into the following
categories:
- Operations/Administrative services.
- Helpdesk support services.
- Systems administration and infrastructure services.
- Voice and communication services.
- Network, switching, routing and wireless services.
- Scheduled onsite services and support personnel.
o Fully remote support model.
o Remote support model with dedicated onsite desktop support technician.
- Proactive and remote services.
- Afterhours and emergency support.
- Reporting.
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Operations/Administrative services
Documentation management
Acorn Technology Services uses ITGlue for comprehensive maintenance of all documentation
for our customers. The City of Rancho Palos Verdes IT team will get access to ITGlue to access
documentation and update as and when needed. Helpdesk, Systems (servers & network),
passwords, network diagrams and all other information related to the City will be stored in a
secure ITGlue account for City of Rancho Palos Verdes. ITGlue is secured with MFA to ensure
data security.
The following redacted information shows all the documentation management for another
customer in ITGlue.
Weekly Account Management Meetings
Acorn Technology Services will assign a dedicated Account Manager to the City of Rancho Palos
Verdes. This account manager will be the main point of contact for the City. Weekly 30-minute
account management meetings will be held with the City’s IT team with the following agenda.
- Update on ongoing tasks and projects
- Service delivery issues, roadblocks, and feedback.
- Discussion around best practices and related ideas.
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Quarterly Governance Meetings
- Modify organizational strategic initiatives as needed
- Compare trends/Developments in industry
- Review networking/multiplatform communication technology with the intent of
improving productivity
Annual Strategy/Budgeting Meeting
- Review hardware that needs to be refreshed in coming fiscal year including:
o Servers
o Workstations
o Network Equipment
- Review annual technology audit including:
o Completed Projects
o Environmental Infrastructure
o Recommended projects/improvements for upcoming year
Inventory management
Acorn Technology Services uses Datto and Smartsheet’s to track IT inventories. Customer will
be given access to both Datto and Smartsheet to be able to view and edit IT inventories as and
when needed. Screenshot from our inventory management system for a similar size City is
provided below.
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Helpdesk support services
Acorn Technology Services uses the Autotask ticketing system to process customer requests.
Ticket can be generated by the customer by sending email to
helpdesk@acorntechservices.com. Each ticket request generates an automated response to the
user setting up response expectations. Users can also reach the Helpdesk via phone for urgent
issues. The average hold time for phone calls for the last 3 months at Acorn Technology Services
is less than a minute.
Support Hours: 24x7x365
Response Times & Service Level Agreement
Priority Issue Type Response SLA
P1 Critical • Major outage impacting all users.
• Business critical applications are down and
impacting all users.
• Significant revenue loss, legal implication,
virus attack or reputational impact
15 minutes
P2 High • Outage impacting most of the users but not
all of the users.
• Business critical application down but not
impacting all users
15 minutes
P3 Normal • Single user impact
• Business application e.g., ERP, Office, Email,
Internet outage etc.
30 minutes
P4 Low • Single user impact
• Nonbusiness applications e.g., Adobe, PDF
etc.
30 minutes
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NOTE: If an issue is escalated to a vendor, then vendor SLA’s will be considered.
Staffing Levels
Acorn Technology Services have 70+ employees spread across Helpdesk, Systems Engineering,
Project Management, Account Management, HR & Finance and NOC/SOC departments. The
helpdesk department includes 25 employees providing 24x7x365 while the NOC/SOC
department consists of 8 resources providing 24x7x365 infrastructure and cybersecurity
monitoring and management.
Staff Expertise
Acorn Technology Services staff is experienced in the following array of technologies:
- Windows. (Windows Certified Engineers, Cloud Certified Engineers)
- Cisco (CCNA, CCIE certified network engineers)
- Expert level experience in Cisco, SonicWall, Watchguard and Ubiquity firewalls,
switches and WAPs.
- CISSP certified and Ethical hacker certifications.
- ITIL certified engineers.
- Windows & Linux (MCITP, MCSA, VCA-DCV, VCA-WM, MCP, MCTS, VCP, AWS)
- Project management (PMP, Project+)
o Watchguard Partner
o Microsoft Partner (MPN)
o Microsoft Cloud Services Provider (CSP)
o VMware Partner
Physical Location of Helpdesk
Our Helpdesk is headquartered in Riverside, CA with many employees residing in the Inland
Empire. We also have members of the Helpdesk working remotely from across the country in
Florida, Oklahoma, and Nevada.
Helpdesk – Services
Helpdesk Services
Service Request Management:
24x7x365 Desktop and User support via telephone and email.
Ticket generation, customer communication & ticket management .
First line of support for all issues.
Document issues and information.
PC Support:
Troubleshoot and resolve issues on company desktops and laptops.
Escalate to vendor if needed.
RMA support.
Procurement.
Application Support:
Basic Line of Business (LOB) Application support (Password reset, new user
provisioning, login issue).
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Escalation of Non-Desktop related LOB issues to vendor, Agiliant engineering or
customer's client Subject Matter Expert (SME).
Creation and Maintenance of LOB Knowledge Base Article Library .
Basic O365 provisioning. (Email setup, forwarding, whitelist/blacklist, Distribution
groups, permissions, shared mailboxes).
Microsoft Office application installations.
Mobile Device Support:
Remote assistance connecting device to Exchange Services.
Printer/Scanner Support:
Configure workstations to connect to network printer/scanner.
Basic Network Printer Configuration - attaching printer to network, providing IPs
to printers, setting up scan to print, scan to folder and scan to email.
Basic Network Printer Troubleshooting - troubleshooting printing issues caused
due to network, scan to print, scan to email and scan to folder issues.
Escalate printer issues to printer Vendor as necessary.
Systems administration & infrastructure services
Included Services Exclusions
Server Monitoring & Infrastructure Management
- 24x7x365 Monitoring, Administration and
Remediation of Server and Network Issues via
telephone, email, and onsite as needed. (Acorn
uses Datto and Auvik for monitoring and response
on a 24x7x365 basis)
- Physical Architecture diagrams of Servers &
Network devices with bi-yearly reviews.
- Break fix for issues related to Infrastructure.
- Major incident investigation and resolution. (If an
outage is caused by LOB applications, then,
coordination with vendors).
- Document issues and information related to
escalated tickets.
Server Troubleshooting
- Troubleshooting/Remediation of server Operating
System performance issues
- Troubleshooting hardware performance related
issues
- Troubleshooting IIS and SQL related issues
- Coordinating core application related issues with
3rd party providers
Change management.
- Schedule
- Change step
- Roll back steps
- Testing
- Customer Approval
- Acorn Engineering Approval
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Active Directory Management
- Secure DNS Management
- Group Policy Management
- Password Policy Management
- Active Directory OU management
- Active Directory replication to Disaster Recovery
site
- Active Directory identification and authentication
- Active Directory Remote Desktop Services
- Active Directory Certificate Services
- LDAP management
- Active Directory synchronization from on premises
to Azure Active directory
- Data retention management. (Note: Retention
policy must be shared by the Client)
o User retention
o Device retention
- Single sign-on integrations with Active Directory
Federation services. Acorn Technology Services
can assist with Active Directory cleanup as a
Project.
- Integration with 3rd party applications. E.g.,
SaaS applications using Active Directory for
authentication and identification.
- Federated services with 3rd party
applications.
- Domain controller functional level version
upgrades.
Server Operating System patching on monthly basis
NOTE: All patches are approved by the Systems
Engineering department before rollout. These patches can
also be shared with City’s IT staff prior to patching activity.
Encryption (servers and backups) Setup and licensing
Server Images/Cloning as and when needed
Backups (Email, One Drive, SharePoint) Setup and licensing
Backups and disaster recovery management (Servers) Setup and licensing
Anti-Virus for servers
O365 support Setup and licensing
Azure Support if Applicable (Virtual Machines,
Storage, Reserved instances, Azure Hybrid
benefits)
Infrastructure Documentation
Certificate support and maintenance Cost of certificates
Intune support for MDM
Voice and communication services
Our helpdesk and engineering teams have experience in the following:
- Cisco Telephone Systems.
- Polycom Telephone Systems.
- Implementing and managing MDM.
- Installing conference devices.
- Configuring the phone system as per documentation provided by phone vendor.
- Troubleshooting phone systems, conference devices, and Zoom related devices.
- Coordinating with phone provider vendor for issues not resolved by Helpdesk.
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Network, switching, routing and wireless services
Included Services Exclusions
Monitoring and management
- 24x7x 365 Network device Monitoring. (Acorn uses
Datto and Auvik for monitoring and response on a
24x7x365 basis)
- After-hours response to critical outages and
incidents
- VPN mgmt. and support
- ISP Management and Support
Network device management
- Firewalls maintenance
- Switches & routing maintenance
- WAPs maintenance
Network troubleshooting
- Troubleshooting/Remediation of
network related issues
- Troubleshooting network performance
related issues
- Hardware issues and RMA.
Firmware upgrades
Secured Encrypted VPN Management Setup and license
DHCP Support and Maintenance.
Network Architect Diagram Creation
Scheduled onsite services and support personnel
Acorn Technology Services can accommodate both options for the City but recommends option
#2 to ensure City staff is fully integrated with Acorn’s processes and procedures which will
result in a better quality of services for the City staff.
Fully remote support model
Our remote staff will be able to assist an on-site technician hired by the City. The following are
the steps we propose for fully remote support model:
- Train the IT technician hired by the City on Acorn’s tools, processes, and escalation
management on how to engage Acorn team as and when needed .
- Introduce City’s IT technician to Acorn’s team.
- All user-related tickets will be routed to City’s IT technician as primary contact, if City’s
IT technician is unable to resolve the issue, then City’s IT technician will engage the
Acorn’s engineering teams for assistance.
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Remote support model with dedicated onsite desktop technician
We can provide a dedicated on-site Desktop Support Technician that will report to the IT
manager for the City, and at the same time from Acorn’s perspective, will report into City
Engineering Manager, Joel Noriega, to ensure that the technician is fully supported by Acorn’s
other departments. The onsite technician will be trained to take over supporting the
conference meetings. When the onsite technician is unavailable, a remote support technician
will have the necessary training to take over their responsibilities, this will be managed by
Acorn’s City Engineering Manager Joel Noriega.
- All user related tickets will be routed to the Helpdesk as primary contact. If the Helpdesk
is unable to resolve the issue, the Helpdesk team will then engage Acorn’s engineering
team for assistance. If needed, the City’s IT technician will be engaged to assist for
onsite support.
Proactive and remote services
As mentioned earlier, Acorn will provide 24x7x365 support for the Helpdesk, Server, Network
and Cybersecurity services and, as and when needed, will dispatch onsite engineers for
assistance as part of Acorn services.
The following services are provided to take a proactive approach to IT and Security:
- Network monitoring
- Network detection and response
- Continuous reporting
- Patch management
- Vulnerability remediation
- Backup management
- Server health monitoring
- Application management
- Inventory management
Acorn Technology Services utilizes Auvik to detect network outages in real time. When alerted
to an issue, we can take active measures to solve issues. We also use this tool to backup
switch/firewall configurations, detect network loops and detect unknown devices. This tool is
also used to bring back configurations from previous versions to reduce incident impacts.
Datto RMM allows us to keep an inventory of workstations, servers, hardware devices, and
software. We can be alerted to any possible issues including the health of these machines.
Remote staff can assist end users using Datto RMM and connect to workstations.
Cynet 360 is a network detection and response tool with user data analytics, active threat
hunting, a new age anti-virus, and automatic remediation. A SOC team is available to perform
investigations.
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Hesse Park Meeting Setup
Acorn Technology Services proposes the following with regards to the Hesse Park meeting room
setup.
1. The dedicated onsite technician assists with room setup.
2. City Engineering Manager (Joel Noriega) will ensure that he will train 2 other City
engineers on how to set up Hesse Park meeting room.
3. The dedicated onsite technician can always request assistance from Joel as and when
needed.
By utilizing the dedicated onsite technician in conjunction with city engineering staff for
assistance when needed, we expect to offer a more manageable and efficient option. This
option will thereby free the IT Manager of this responsibility.
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Reporting
We provide our customers with real-time data modules that report on the following:
1. Ticket Status
2. SLA Metrics
3. Below is a sample screenshot of reporting metrics.
Helpdesk reporting (live)
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Project reporting (live)
Project and task updates are available to all of our customers in real time. Customers can add
notes and request further information from within Smartsheet’s project management tool.
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Appendix A – Services & Projects References
Representative Experience
The following, are examples of successful projects we have completed for some of our
municipal clients:
City of Monrovia
Contact: Lauren Vasquez, Assistant City Manager
Phone: (626) 932-5506
Email: lvasquez@ci.monrovia.ca.us
Type of Projects: Assessment, Strategic Planning, with Active Support
Date Performed: 2016 – Current
Project Scope: Acorn won a competitive bid project to perform an assessment and provide
managed IT support services to the City of Monrovia. Since the City had very little
documentation and understanding of their IT systems and infrastructure, Acorn’s initial
assignment was to perform a complete assessment to catalogue and evaluate the City’s existing
systems. Acorn created and implemented a technology roadmap to replace outdated systems,
hardware (including switches, firewalls, and cabling) with more modern and secure
infrastructure. Additionally, the City’s more than 50 physical servers were virtualized and
consolidated down to 10 physical servers with enhanced security provisions, change
management, patch management, image-based backup systems, remote monitoring all done
with greater redundancy, resiliency, and security in mind. This project was performed over the
course of three months, was completed 100% by Acorn and was within budget. The schedule
was extended (with City agreement) by approximately 6 weeks due to unforeseen challenges in
getting access to the necessary systems and information.
City of Covina
Contact: Angel Carrillo, Assistant to the City Manage
Phone: (626) 384-5600
Email: acarrillo@covinaca.gov
Type of Project: IT Assessment with Active Support Services
Date Performed: 2017 – Current
Project Scope: The City of Covina including the Police Department was looking for cost savings
and better IT support coverage than their previous outsourced provider. After a competitive
bid process, Acorn was selected to provide general IT administration services including but not
limited to: 24/7/365 remote helpdesk support, network administration, server administration,
as well as a full-time on-site IT Specialist. This project started off with a general IT assessment
during which time documentation was gathered into a single living document and provided to
the in-house IT manager and management staff; interviews were conducted with department
liaisons to get a better understanding of each department’s needs, as well as on-going and
future IT related projects. The on-going service is performed 100% by Acorn in tandem with an
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in-house IT manager.
City of La Quinta
Contact: Gilbert Villalpando, Assistant to City Manager
Phone: (760) 777-7094
Email: gvillalpando@laquintaca.gov
Type of Projects: Assessment, Strategic Planning, and Support
Date Performed: 2019 – Current
Project Scope: Acorn won a competitive bid project to provide managed IT support services to
the City of La Quinta. Since the City had very little documentation and understanding of their IT
systems and infrastructure, Acorn’s initial assignment was to perform a complete assessment to
catalogue and evaluate the City’s existing systems. Acorn created and implemented a
technology roadmap to replace outdated systems, hardware (including servers, firewalls, and
computers) with more modern and secure infrastructure. Additionally, the City’s more than 10
physical servers were virtualized and consolidated down to 3 physical servers with enhanced
security provisions, change management, patch management, image-based backup systems,
remote monitoring all done with greater redundancy, resiliency, and security in mind.
City of Monrovia - Police Department
Contact: Alan Sanvictores, Police Chief
Phone: (626) 256-8056
Email: asanvictores@monroviapd.org
Type of Project: Assessment, Strategic Planning, Implementation and Support
Date Performed: 2019 – Current
Project Scope: The Monrovia Police Department wanted an outside party to analyze the status
of their network and computer systems and receive a comprehensive report detailing
vulnerabilities as well as a series of recommendations to improve and advance the curren t
environment. As part of the project, security specialists from Acorn analyzed the current Active
Directory, hardware configurations, backup solutions, and computer policies to provide a
comprehensive report detailing all known vulnerabilities, as well as a remediation plan to
address the issues detected. This one-off project resulted in Acorn winning a contract to
extend remote support services to the Monrovia Police Department and implement many of
the recommendations that came from the Security Assessment. This project was performed
100% by Acorn over the course of three months and was within budget. The original schedule
was extended to accommodate Police staff availability.
City of Huntington Beach
Contact: Brittany Mello, Deputy Director of Administrative Services
Phone: (714) 536-5537
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Email: brittany.mello@surfcity-hb.org
Type of Projects: Assessment and Strategic Planning
Type of Organization: Government Municipality
Date Performed: 2020
Project Scope: Acorn Technology conducted a general organizational assessment of the IS
Department for the City of Huntington Beach. To perform the assessment, Acorn reviewed and
evaluated the IS Department’s organizational structure, personnel review, infrastructure,
management, and IT governance. This included but was not limited to: the organizational
structure, staffing and resource allocation, processes, service delivery model, associated
metrics for performance and budget. To accomplish this, Acorn submitted a set of requests for
information (RFI) documents to the City to assist in gathering the necessary data to better
understand existing workflow, IS staff roles and responsibilities, internal demand for services
(helpdesk, systems administration, infrastructure support, applications, etc.), and departmental
support needs. In addition, Acorn submitted survey questions for the City to distribute to
Department heads and end users to help understand the level of satisfaction with IS services
across the city. Lastly, Acorn supplemented the information referenced above with in -person
interviews and followed up with remote staff interviews.
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