HomeMy WebLinkAbout2004-09-13 City Council (12)City of Palo Alto
City Manager’s Report
TO:
FROM:
HONORABLE CITY COUNCIL ~
CITY MANAGER DEPARTMENT: ADMINISTRATIVE
SERVICES
DATE:SEPTEMBER 13, 2004 CMR: 408:04
SUBJECT:AGREEMENT BETWEEN THE CITY OF PALO ALTO AND THE
CITY OF MORGAN HILL FOR INFORMATION TECHNOLOGY
SERVICES IN THE AMOUNT OF $150,000
RECOMMENDATION
Staff recommends that Council:
Approve and authorize the Mayor to execute the attached two-year agreement to
provide information technology (IT) services to the City of Morgan Hill in an
amount not to exceed $150,000 per year.
Authorize the City Manager or his designee to extend the agreement for up to
three additional years in an amount not to exceed a total contract amount of
$200,000 in any contract year.
Authorize the City Manager or his designee to negotiate and execute one or more
amendlnents to the agreement with the City of Morgan Hill to increase or modify
the scope of services and increase compensation to Palo Alto in an amount not to
exceed a total contract amount of $200,000 in any contract year.
BACKGROUND
In July 2001, the Information Technology Division of the Administrative Services
Department started the Information Technology Service Provider (ITSP) program. The
program was created to establish partnerships with municipal governments to provide
information technology services.
In 2001, Council approved contracts between the City of Palo Alto and the Cities of East
Palo Alto and Los Altos for IT services including onsite support, IT strategic pla~ming,
and web design and maintenance. In 2002, Council approved new multi-year contracts
with East Palo Alto and Los Altos as well as new contracts with the Cities of Los Altos
Hills and Atherton. Council granted authority for these contracts to be extended through
CMR: 408:04 Page 1 of 3
fiscal year 2004-05. New contracts were also established with the Cities of Alameda,
Emeryville, and Saratoga.
At the start of the ITSP program, staff expected that additional cities would be interested
in IT services. In March 2004, staff responded to a request for proposal (RFP) for
information technology services from the City of Morgan Hill.
DISCUSSION
The proposed agreement with the City of Morgan Hill will deliver IT support and
management services in the amount of $140,000 per year. An additional $10,000 is
available for additional services if needed. This agreement has the potential to be
extended for three additional one-year periods with up to a five percent increase in
compensation each year. The agreement cannot be extended without Palo Alto’s consent.
The agreement may also be terminated by either party upon fifteen days notice.
The City of Palo Alto was selected by Morgan Hill after a competitive RFP selection
process. Palo Alto’s combined experience, reputation and cost effectiveness lead to the
selection over a nmnber of private firms.
RESOURCE IMPACT
Funds and staffing for these agreements are available in the City of Palo Alto 2004-05
External Services Adopted Budget. The projected cost to support the agreements will be
fully offset by the revenues received from the contract cities.
POLICY IMPLICATIONS
Because the City was responding to an RFP, Palo Alto could not use its standard IT
external services contract; instead Palo Alto was required to use the one provided by
Morgan Hill. The Morgan Hill contract has different provisions from Palo Alto’s
standard IT external services contract including indemnity, insurance and warranty
requirelnents. Staff was able to negotiate notable differences from our standard IT
external services contract including an indemnity in favor of Morgan Hill for third party
claims arising out of Palo Alto’s negligence or willful misconduct in the performance of
the IT services and exclusion of software and hardware installation services from the no
warranty provision. While the warranty provision may be a new component to an IT
services contract, Palo Alto has previously provided and currently provides this type of
service to other cities; therefore, staff does not expect performance of these services for
Morgan Hill to be unusual.
ENVIRONMENTAL REVIEW
This is not a project under the California Environmental Quality Act.
CMR: 408:04 Page 2 of 3
ATTACHMENTS
Attachment A: Agreement for Information Technology Services between the City of Palo
Alto and the City of Morgan Hill
PREPARED BY:
DEPARTMENT APPROVAL:
DAVID RAMBERG
IT Manager, External Services
DirectS, Administrative Services
CITY MANAGER APPROVAL:
HARRISON
Assistant City Manager
CMR: 408:04 Page 3 of 3
ATTACHMENT A
CONSULTAIqT AGREEMENT
BETWEEN THE CITY OF MORGAN HILL
AND THE CITY OF PALO ALTO
THIS AGREEMENT is made this day of September, 2004,
by the CITY OF MORGAN HILL, a municipal corporation, ("CITY"), and
the City of Palo Alto, a California municipal corporation ("PALO
ALTO ").
RECITALS
The following recitals are a substantive part of this
Agreement:
i. This Agreement is entered into pursuant to the Morgan
Hill City Council’s approval on June 16, 2004.
2. CITY desires information technology services and has
requested that Palo Alto provide such information technology
services.
3. PALO ALTO has an established information technology
operation and the capacity to provide such services to CITY as are
hereinafter described, and is willing zo do so.
AGREEMENT
THE PARTIES MUTUALLY AGREE AS FOLLOWS:
i. Term of Agreement; Extension. This Agreement shall cover
services rendered from October i, 2004, until September 30, 2006,
inclusive. The CITY may, in its sole discretion, choose zo
extend, and PALO ALTO may, in its sole discretion, choose zo
accept, the Agreement on the same terms and conditions, with the
exception of compensation as stated in Paragraph 4.1 below, for
three successive one-year terms.
2. Services to be Provided. The services to be performed by PALO
ALTO shall consist of information technology management services
("Services") as described in Exhibit "A" attached to and made a
part of this Agreement.
3. CITY’S Obligations. CITY shall at its sole cosz, maintain in
full force and effect, and renew as necessary, al! relevant third
party vendor agreements and third party supporz agreements relevant
to the software packages and/or technologies listed in Exhibit
attached to and made a part of this agreement.
4.Compensation. PAL0 ALTO shall be compensated as follows:
4.1 Amount. ($800,000) o Compensation under this Agreement
shall not exceed Eight Hundred Thousand Dollars ($800,000.)
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Compensation for year one shall not exceed $150,000. Compensation
for year two shall not exceed $150,000. Should the CITY extend
this Agreement pursuant to Paragraph 1 above, compensation shall be
increased to $157,500 in year three, $165,375 in year four, and to
$173,644 in year five.
4.2 Payment. For work under this Agreement, payment shall be
made per monthly invoice. For extra work not a part of this
Agreement, written authorization by CITY will be required, payment
shal! be based on hourly rates in Exhibit "C" attached and
incorporated herein by this reference.
4.3 Records of Expenses. PAL0 ALTO shall keep accurate
records of payroll, travel, and expenses. These records will be
made available to CITY.
4.4 Termination. CITY and PALO ALTO shal! have the right to
terminate this Agreement, without cause, by giving fifteen (15)
days’ written notice.
5.Insurance Requirements.
5.1 Commencement of Work. PALO ALTO shall provide CITY with
proof of self-insurance prior to commencement of work under this
Agreement. For general liability and automobile liability, PAL0
ALTO shall provide CITY, prior to commencement of work, with a
certificate demonstrating that Palo Alto has a self-insured
retention. In addition, prior to commencement of work, Palo Alto
shall provide CITY with an endorsement stating that:
The CITY, its elected officials, officers, employees,
agents and representatives are named as additional insureds; and,
The insurer waives the right of subrogation against CITY
and CITY’S elected officials, officers, ..employees, agents, and
representatives; and,
Insurance shall be primary non-contributing.
PALO ALTO shall furnish CITY with copies of all policies or
certificates subject to this Agreement, whether new or modified,
promptly upon receipt. No policy subject to this Agreement shall
be cancelled or materially changed except after thirty (30) days’
notice by the insurer to CITY by certified mail.
5.2 Workers Compensation Insurance. PALO ALTO and all
subcontractors shall maintain Worker’s Compensation Insurance, or
self-insurance, if applicable.
5.3 Insurance Types and Amounts. PALO ALTO shall
maintain general commercial liability and automobile insurance or
self-insurance against claims and liabilities for personal injury,
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death, or property damage, providing protection of at least
$i,000,000 for bodily injury or death to any one person for any one
accident or occurrence and at least $i,000,000 for property damage.
5.4 Acceptability of Insurers. All insurance required
by this Agreement shall be carried only by responsible insurance
companies licensed to do business in California. Insurance is to
be placed with insurers with a current A.M. Best’s rating of no
less than A:VII.
5.5 Provision of Agreement to Insurers. PAL0 ALTO
represents that they have provided a copy of this Agreement to
their respective insurers, and the insurers are aware of all
obligations pertaining to PAL0 ALTO as stated in this Agreement.
6. Non-Liability of Officials and Employees of the CITY. No
official or employee of CITY shall be personally liable for any
default or liability under this Agreement.
7. Non-Discrimination. PAL0 ALTO covenants there shall be no
discrimination based upon race, color, creed, religion, gender,
marital status, age, disability, national origin, or ancestry,
any activity pursuant to this Agreemenz.
8. Independent Contractor. It is agreed to that PAL0 ALTO shall
act and be an independent contractor and not an agenn or employee
of CITY.
9. Compliance with Law. PALO ALTO shall comply with all
applicable laws, ordinances, codes, and regulations of the federal,
state, and local government.
i0. Ownership of Work Product. All documents or other information
developed or receivedby PALO ALTO for work performed under this
agreement shall be the property of CITY. PAL0 ALTO shall provide
CITY with copies of these items upon demand or upon termination of
this Agreement. To the extent that Palo Alto’s performance of the
services results in a work product that is in support of sofzware
programs licensed to CITY by third parties under one or more
software license agreements, the applicable software license
agreement shall govern CITY’s use of the work product.
ii. Conflict of Interest and Reporting. PALO ALTO shall at all
times avoid conflict of interest or appearance of conflict of
interest in performance of this Agreement.
12. Notices. All notices shall be personally delivered or mailed,
via first class mail to the below listed address. These addresses
shall be used for delivery of service of process. Notices shall be
effective five (5) days after date of mailing, or upon date of
personal delivery.
040908 sm 0100293 3
Address of PAL0 ALTO is as follows:
Administrative
Services Dept.
City of Palo Alto
250 Hamilton Avenue
Palo Alto, CA 94301
with a copy to:
City Clerk
City of Palo Alto
250 Hamilton Avenue
Palo Alto, CA 95301
Address of CITY is as follows:
City Manager with a copy to:
City of Morgan Hill City Clerk
17555 Peak Avenue 17555 Peak Avenue
Morgan Hill, CA 95037 Morgan Hill, CA
95037
13. PALO ALTO’S Proposal. This Agreement shall include PAL0
ALTO’S proposal or bid, which is incorporated herein. In the event
of any inconsistency between the terms of the proposal and this
Agreement, this Agreement shall govern.
14. Licenses, Permits ~nd Fees. Palo Alto shall obtain a City of
Morgan Hill Business license, all permits, and licenses as may be
applicable and required to perform the obligations of this
Agreement.
15. F~miliar£ty with Work. By executing this Agreement, PALO ALTO
represents that: (i) it has investigated the work to be performed;
(2) it has investigated the site of the work and is aware of all
conditions there; and (3) it understands the difficulties and
restrictions of the work under this Agreement. Should PAL0 ALTO
discover any conditions materially differing from those inherent in
the work or as represented by CITY, it shall immediately inform
CITY and shall not proceed, except at PALO ALTO’S risk, until
Written instructions are received from CITY.
16.Time of Essence.
this Agreement.
Time is of the essence in the performance of
17. Limitations Upon Subcontracting and Assignment. Neither this
Agreement nor any portion shall be assigned by PAL0 ALTO, without
prior written consent of CITY.
18. Authority to Execute. The persons executing this Agreement on
behalf of the parties warrant that they are duly authorized to
execute this Agreement.
19,Indemnification.
19.1 PALO ALTO agrees to protect, defend and hold harmless
CITY and its elective or appointive boards, officers, agents, and
employees from any and all claims, liabilities, expenses, or
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damages of any nature, including reasonable attorneys’ fees, for
injury or death of any person, or damage to property, or
interference with use of property, to the extent arising out of the
negligent acts or omissions or willful misconduct of PALO ALTO,
PALO ALTO’S agents, officers, employees, subcontractors, or
independent contractors hired by PALO ALTO, in the performance of
the Agreement. The only exception to PALO ALTO’S responsibility to
protect, defend, and hold harmless CITY is due to the sole
negligence of CITY as adjudged by a court of competent
jurisdiction.This agreement shall apply to all liability,
regardless of whether any insurance policies are appli~cable. The
policy limits do not act as a limitation upon the amount of
indemnification to be provided by PALO ALTO.
19.2 CITY agrees to protect, defend and hold harmless PALO
ALTO and its electiv~ or appointive boards, officers., agents, and
employees from any and all claims, liabilities, expenses, or
damages of any nature, including reasonable attorneys’ fees, for
injury or death of any person, or damage to Property~ or
interference with use of property, to the extent arising solely out
of the negligent acts or omissions or willful misconduct of CITY,
CITY’S agents, officers, employees, subcontractors, or independent
contractors hired by CITY,~ in the performance of the Agreement.
This agreement shall apply to all liability, regardless of whether
any insurance policies are applicable.
20.No Warranty/Limitation on Liability.
20.1 No warranties, whether express or implied, including,
without limitation, the implied warranties of merchantability and
fitness for a particular purpose, are made by PALO ALTO and PALO
ALTO makes no warranties with respect to hardware equipment or
software for which other warranties apply. In no event will PALO
ALTO be liable to CITY or any other party for any loss, including
time, money, goodw~ll and consequential damages, which may arise
from modification of the work performed or product(s) produced
under this Agreement by Palo Alto.
20.2 Palo Alto shall not be liable for damages caused by
services, systems, software, hardware, equipment or technology of
third parties that are not supplied by Palo Alto hereunder.
21.Confidentiality.
21.1 The parties acknowledge that in the course of and as a
consequence of this Agreement, they each may be exposed to or
acquire information that is proprietary to or confidential to the
other party or its contractors. The parties agree that :they will
each notify the other of any such proprietary or confidential
information, and shall hold such information in strict confidence
and shall not copy, reproduce, sell, assign, lic÷nse, market,
transfer, give or otherwise disclose such informat±on to third
parties or use such information for any purposes whatsoever,
040908 sm 0100293 5
without the express written permission of the other party, other
than for the provision of services under this Agreement, except as
provided in Paragraph i0 above. The parties agree to advise each
of their employees, agents, and representatives who may have access
to such information of their obligations to keep such information
confidential. All such confidential and proprietary information
described herein and any deliverable provided hereunder, in
whatever form, are hereinafter collectively referred to as
"Confidential Information." The parties shall use their reasonable
efforts to assist each other in identifying and preventing any
unauthorized use or disclosure of any Confidential Information.
Without limitation of the foregoing, the parties shall use
reasonable efforts to advise each other immediately in the event
that either learns or has reason to believe that any person who has
had access to Confidential Information has violated or intends to
violate the terms of this Agreement, and will reasonably cooperate
in seeking relief against any such person.
21.2 Notwithstanding the obligations set forth in Section
21.1, the confidentiality obligations of the parties shall not
extend to information that: is, as of the time of its disc!osure,
or thereafter becomes part of the public domain through a source
other than receiving party; was known to the receiving party as of
the time of its disclosure; or is independently developed by the
receiving party; or is subsequently learned from a third party not
under a confidentiality obligation to the providing party; or is
required to be disclosed pursuant to court order or government
directive whereupon the receiving party shall provide notice to the
other party prior to such disclosure.
22. Modification. This Agreement constitutes the entire agreement
between the parties and supersedes any previous agreements, oral or
written. This Agreement may be modified or provisions waived only
by subsequent mutual written agreement executed by CITY and PAL0
ALTO.
23. California Law. This Agreement shall be construed in
accordance with the laws of the State of California. Any action
commenced about this Agreement shall be filed in the Santa Clara
County Superior Court.
24. Interpretation. This Agreement shall be interpreted as though
prepared by both parties.
//
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25. Preservation of Agreement. Should any provision of this
Agreement be found invalid or unenforceable, the decision shall
affect only the provision interpreted, and all remaining provisions
shall remain enforceable.
IN WITNESS THEREOF, the parties have executed this Agreement
on the day and year shown below.
CITY OF MORGAN HILL:CITY OF PALO ALTO:
By: By:
J. Edward Tewes
City Manager
Date:Date:
APPROVED AS TO FORM:
Mayor
APPROVED AS TO FORM:
By: By:
Helene L. Leichter
City Attorney
Senior Assisuanu
City Attorney
Date:Date:
ATTEST:
By:
Irma Torrez, City Clerk
APPROVED:
By:
Date:
Jack Dilles, Risk Manager
ATTEST:
By:
City Clerk
APPROVED:
By:
Assisuanu City Manager
Date:
By:
Administrative Services
Director
Date:
By :
Risk Manager
Date:
040908 sm 0100293
Exhibit "A": Scope of Work
TYPE OF SERVICE
1. Desktop & Server Services
SL
SERVICE LEVEL NARRATIVE
Full support will be provided tbr PCs and Servers that meet the City’s hardware software standards
Standard City hardware includes its current PCs with standard and first-, second-, and third-generation
hardware standard equipment
Hardware Problem Diagnosis
Hardware Component Upgrade/Replacement
Hardware Tuning
Hardware Installation and relocation
Standard Software
Software Diagnosis/Problem Solving
Software Installation & upgrades
Software Tuning/Repair
Other Non-Standard Software
Software Diagnosis/Problem Solving
Software Installation and Integration
Software Tuning/Repair
Modem & Remote Access Support
PC & Server H/VV" & S/VV" Implementation
~(For non-standard PCs or non-standard PC
software)
1
1
1
t
1
1
2
2
2
3
1
1
2. Network Services
Network Hardware Problem Diagnosis
New Standard Network Hardware Installation
Full support. Assessment and Problem diagnosis will be
done on all standard PCs and supported desktop software
Full support. Problem diagnosis, available solution
implementation Component replacement inventory will be
provided by the City based on recommended inventory to
be proposed by Contractor
Full support. Problem diagnosis, available solution
implementation. Only when hardware disassembly is not
required
Full support. Complete vendor ownership.
Implementation schedule to be proposed and jointly agreed
upon by Contractor & City
Full Support with problem escalation to vendors on
products listed in See RFP Section IV - Typical Desktop &
Server Software
Full Support. Problem escalation to vendors, full solutior,
ownership on Standard Software
Full support with problem escaIation to vendors,
Best efforts only. Will coordinate and lead resolution on a
time available basis. Examples: Front Page, Access,
WordPerfect
Best efforts only. Will coordinate and lead resoluuon on a
time available basis.
Best efforts only. Will coordinate and lead resolution on a
time available basis
Remote Server: Problem escalation to vendors, full solution
ownership
Full remote client support is limited to City standard
equipment and software installed on City’s PC’s at City
locations. Vendor shall provide city-owned client software
to employees upon request for the employee’s own
installation and shall provide instruction but shall not be
required to touch the employee’s machine.
Best efforts only. Will coordinate and lead resolution on a
time available basis. Implementation schedule to be
proposed and jointly agreed upon by Contractor & City
Full Support. Problem diagnosis and problem escalation to
vendors.
Full support. Complete vendor ownership.
Network Hm’dwm’e Relocations
Network Security Log Reviews
Network Hmdware Tuning
Specified Network Softwme
Other Network Software
Cabling Maintenance & Installation
1
1
1
1
2
4
Implementation schedule to be proposed and jointly agreed
upon by Contractor & City
Problem escalation to vendors, full solution ownership
Review logs on all security device and produce exception
and!or alert reports to Network Manager
Problem escalation to vendors, full solution ownership
Problem escalation to vendors, full solution ownership
Best efforts only. Will work with specialized outside
software vendors to install updates and troubleshoot
network issues in cooperation with them.
Service can be provided for additional fee
Switches & Hubs Problem Diagnosis/Identification
EmaiI Post Office Administration
Email Server Administration (on-site)
Administration of Internet Servers & Gateways
Administration of intranet Servers & Gateways
File Server Administration
Router & Firewall Administration
Network Related Technical Consulting Services
Network Related Implementation Projects
3. Computer Operations
Production Computer Operations
Data Management (backup, offsite storage)
Database Operations (monitor and report on DBMS
operations)
Security Management all aspects of system security
(passwords, Firewall support, Internet intrusions, etc)
Network Capacity Planning
1
1
1
1
1
1
4
1
Problem diagnosis, available solu!ion implementation
Full Support. Problem escalation to vendors, full solution
ownership.
Will maintain main P.O. name & address directories
’Full Support. Problem escalation to vendors, full solution
ownership.
Main Post Office, associated local message server
Full Support. Problem escalation to vendors, full solution
ownership
Limited to specific Servers (existing & planned)
Full Support. Problem escalation to vendors, full solution
ownership
Full Support. Problem escalation to vendors, full solution
ownership
Full Support. Problem escalation to vendors, full solution
ownership.
Table maintenance and policy enforcement
Full Support. Problem escalation to vendors, full solution
ownership.
Advise, recommendations, quantification of alternatives
Service can be provided for additional fee
Full Support. Develop and maintain all comiJuter operations
documentation for all system production job, execution,
backup, back up rotation, restore, check point restarts,
report distribution, and maintain complete "
job/eventJoperations production logs. On scheduled basis
execute all necessary programs, backups, restored, report
preparation, restart and typical in computer room operations
tasks. Will cooperate fully with all Applications
Development and Maintenance personnel to provide
seamless Client views of development, maintenance and
production operations activities
Full Support. Problem escalation to vendors, full solution
ownership Service applies to all servers managed
Service can be provided for additional fee
Full Support. Problem escalation to vendors, full solution
ownership
Internet presence, Windows NT, Mail Services, Critical
Applications
Full Support. Problem escalation to vendors, full solution
ownership
Will provide input needed for City budgeting
4. Server Hardware Repair, Preventive
Maintenance, Cleaning
5. Helpdesk Telephone Support
6. Helpdesk Automated System,
7. Client Training (Software &
Applications
8. New Information Systems
9. Asset Management
1, 4,
Full support. Assessment and Problem diagnosis will be
done on the covered servers and server software.
Help Desk Telephone support provided during business
hours.
Automated problem submission and status reporting
available on the Web
Training services, beyond simple tips available for an
additional fee,
Full support depending on the application. Vendor will
install and obtain network connectiv!ty for all new server
hardware and operating system software. Vendor can be
asked to directly support additional software systems for an
additional fee.
Full support. Provide to the City periodic asset tracking of
all hardware and software. Assist the city with management
of assets.
Service Level (SL)
1
Service Level Narrative
Full solution ownership, Problem escalation to vendors,
This is the typical expected Contractor service level,
applied to requests activities the Contractor will
handle. Contractor responsibility for this servlce level
extends to whatever actions are required to meet the
specific service objectives on a complete and timely
basis including escalation to outside vendors if
necessary, at contractor’s cost.
Problem diagnosis, available solution implementation.
Contractor will examine, work with manufacturer, and
diagnose the problem symptoms identified in the
service request. Where the Contractor’s staff
experience suggests a probable cause and/or an
appropriate solution is known, this solution will be
implemented. Contractor’s may coordinate and drive
the resolution however the work is "best efforts."
There is no assurance that the problem will be
resolved. If not resolved within a reasonable
timeframe, the problem will be escalated to the City’s
Contract Manager for follow-up and resolution.
Assessment, service recommendation only
Contractor will examine and diagnose the problem
symptoms identified in the service request and advise
the requester and/or the City Network Manager of
any issues identified as well as available courses of
action. Contractor responsibility will not extend to
solution implementation.
Service can be provided for additional fee.
Contractor will examine the problem symptoms
identified in the service request and report a possible
"out of scope" situation to the City’s Network
Manager. If mutually determined by the City and
Contractor that work is out of agreement scope, the
work will not be done except by separate agreement
and for additional fee. Scope could be revised in the
future as City needs dictate.
No service will be provided.
Contractor will not become involved in this type of
service request.
MINIMUM PERFORMANCE EXPECTATIONS
Contractor - General
Contractor is expected:
To provide timely, professional and effective services, work harmoniously
with City staff and other contractors, conduct regular status and information
meetings, provide regular and timely reports on outstanding issues, work
accomplished, and general network health, and make recommendations on
improving City processes.
To conduct an annual Service Satisfaction Survey in addition to the individual
event survey specified below in "Desktop Support" performance survey
To provide enforcement of all City policies relating to the use of information
technology resources.
Desktop Support - Desktop Support Technicians are expected to
resolve Client/caller generated trouble calls in a professional and
efficient manner. Additionally they will work on special project/task
assignments as necessary: to setup and configure new PCs, to
maintain current version levels of desktop software, to install,
upgrade or troubleshoot software, to conduct hardware and software
inventories, todo minor hardware installations and modifications on
existing PCs, and other related tasks.
Desktop Support Technicians will provide desktop support for all problems
and project calls to diagnose, upgrade, install, fix, adjustment, and general
problem resolution during the hours of 8:00am to 5:00pm Monday through
Friday.
Desktop Support Technicians will respond (call acknowledging assignment of
call) to Client/caller, resolution/diagnosis according to prioritization.
Desktop Support Technician will make appointment with Client/caller to be
scheduled during an AM or PM (4 hour) window.
® Desktop Support Technician will call Client/Caller if appointment cannot be
kept or will be delayed.
Client/Caller will be apprised of problem status during the entire problem
resolution cycle in a timely manner, by the end of the activity service day.
Desktop Support Technicians will give Client opportunity to test system while
they are present once problem resolved if at all possible. For long-term
problems, Client to be notified weekly of progress until resolved/closed.
Desktop Support Technicians, upon any visit, will always give Client a
problem resolution sheet, approved by the City, with: reported problem,
time/date of report, prioritization, time/date of acknowledgement, time/date of
appointment, time/date of resolution, and performance survey indicating if:
¯response was timely within published specifications, ’
.was problem satisfactorily resolved,
¯was Client aware of status of issue during the entire process
¯did technician allow Client to test system to insure system is
operational,
overall ranking of service: 1 (unacceptable), 2 (poor), 3 (adequate),
4 (good), 5 (excellent).
One copy of resolution sheet to be kept by technician to document
problem resolution and entered into a tracking system
Other copy with survey information to be completed by Client to
acknowledge resolution and to provide survey information.
Client requested to send Survey to IT Committee for tracking.
Desktop Support Technicians will document all actions taken on each call into
the tracking system before they leave for the day on the day that the activity
took place whether the call is complete or not,
For issues resolved over the phone involving more than minimal effort (for
example, resetting a password would be considered "minimal" effort; walking
Client through steps to make a configuration change would be considered
"more than minimal" effort), Client is to receive problem resolution sheet to
fill out at their convenience.
Contractor staff is expected to provide their own transportation between City
sites during their support activities.
Computer Operations .The City’s servers are expected to function 24 hours per
day with very minimal unplanned service interruptions occurring between 8:00am
and 5:00pm. Routine server maintenance should be scheduled during evening or
weekend hours by the contractor as a planned component of their serwce delivery.
Major after-hours server service activities, e.g., installing a new file server, should
be included in the contract at a base level of 20 hours annually. Service beyond 20
hours shall be available at an additional fee. Normal server room operations to be
included in the contract include:
.Execution of scheduled batch runs and processes
*Review of all process logs for normal execution and performance
.Preparation of reports and outputs for distribution on next regular work
day
*Review of security logs and for unusual activity
-Perform backups, backup rotations and restores of all systems, servers,
network equipment
Maintenance (filing, organizing, storing, status reporting) on all operation
and network activity records and reports
Organize, prepare, record and track off-site and on-site storage of
backups.
Monitor and report status of servers (disk allocations, etc)
Monitor and report on status of network
Log activity event entries into Operations Activity Log
Clean and organize Computer Room
Check on versions of software that require updates
Maintain process and operational documentation for Operations and
Network Groups
Maintain inventory of supplies
Keep and maintain records on hardware assets: PCs, Servers, Network
equipment, etc. (Asset tag, location, serial number, models, speed, disk
(available and used), OS version, Acquisition date, Warranty date,
maintenance agreement location, maintenance and repair contact number
Keep and maintain records on software assets: PCs, Servers, Databases,
Applications, OS, etc
Prepare and maintain a Disruption Plan
Network and Systems Support - The Network and Systems Support function is
expected to provide all the necessary network and system technical expertise to
the City tO have its systems and network operate efficiently and effectively.
Network and Systems staff hours are normally 8:00am to 5:00pm Monday
through Friday, however they are expected to work after hours and weekends to
resolve problems, do updates and perform testing so as not to impact normal
production activities of the City. The Network and Systems Support activities are
expected to the standard activities for a similar sized City IT operation. They are
generally described as follows:
Network is defined to include all City switches, hubs, touters, bridges,
repeaters,.firewalls, servers
Maintenance and installation of network cabling outside of the computer
room is NOT part of this proposal
Network and network device performance monitoring, diagnostics, and
tuning
Network and network device configuration and version updates to keep
within 2 versions of current
Network and network device configuration management and record
keeping
¯Network, network device and server capacity monitoring and planning
~Network, network device and systems security administration and record
keeping consistent with City policies
, Firewall monitoring for intrusion attempts, attacks, viruses, etc.
® Firewall configuration and version updates
Server OS configuration and version updates to keep within 2 versions of
current
Network intrusion and Virus software management (keeping current
updates and versions)
Coordination and cooperation with other City service providers
Communication and Analysis - The contractor is expected to have an effective
communication rapport with the City, providing valuable, accurate information in
a timely manner. Proficient writing skills are essential, and contractor’s analysis
should be thorough.
PERFORMANCE & STAFFING INCENTIVES
Quality of Work Incentive
Upon completion of all Help Desk trouble ticket desktop visits and/or Trouble
calls Client will be encouraged to fill out a response effectiveness survey and
return to City staff (a return rate of 40% is considered acceptable). On a monthly
basis, a summary of problem resolution sheets will be prepared and reviewed by
City staff and service provider management. Monthly contract payments will be
adjusted to provide for a service delivery incentive based on the following scale:
5 = Excellent/Outstanding Service
4 = Good Service
3 = Adequate Service
2 = Poor Service
1= Unacceptable Service
If the monthly service rating of al] closed calls during the invoiced service
month is above 3.0 and less than 4.50 the invoice for base monthly services
will be paid at contract price levels.
If the monthly service rating of all closed calls during the invoiced service
month is 4.50 or above, a 5% performance bonus will be added to the invoice
for base monthly services
If the monthly service rating of all dosed calls during the invoiced service
month is below 3.0, there will be a 5% deduction from the ba~e monthly
services invoiced.
o If the monthly service rating of all closed calls during the invoiced service is
below 2.50 for 3 months or more in any 6-month period, this will be grounds
for termination of the contract.
Individual survey nonresponses will be given a weight of 3.00 for averaging
purposes.
EXHIBIT "B"
LaserFiche Client
Wintegrate
Crystal Reports
Tidemark Client
Recware Client
HR Office Ascentis Client
Incode Client (Tyler Technologies)
Codemaster
Paradox (Timecard, permits)
Metroscan
Tokay
SQL 2K Client
Adobe Suites (photoshop, illustrator, etc.)
AutoDesk Client (landcad, civil, survey, map, raster)
Card File
Criss Cross Directory
Staff Files
Visual Staff Scheduler
Petwhere
Nero express
Visio
EXHIBIT C
City of Palo Alto
250 Hamilton Ave
Palo Alto, CA 94301
ITSP Fee Summary Sheet
Contact:
Address:
Tony Eulo
Assistant to the City
Manager
City of Morgan Hill
17555 Peak Ave.
Morgan Hill, CA 95037
Contact:
Phone:
Date:
David Ramberg
IT Manager,
External Services
650-329-2634
September 2004
Services Availability Initial Contract
Period :
Extra Consultinq Services
Technology Services
IT Project Management Services
$105/hr
$105/hr