The successful Proponent will be responsible for services under the umbrella of Information and Technology services as required by the Town. The Proponent will report directly to the Town’s Asset Manager and the Director of Corporate Services in their absence. The scope of services is broken out below, and are not limited to:
Desktop Application Support
• Diagnose and correct end user hardware problems
• Patch management including third party applications and operating system updates on workstations as they become available
• Anti-virus, malware, spyware and general security monitoring and management
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REQUEST FOR PROPOSAL (RFP) TOC-20-IT
• Perform support functions, including installing and configuring PCs and laptops for standard applications used in the Town, cell phones, printers, scanners, peripherals, etc.
• License and software asset management; gather, store and report as needed, all licensing information and applicable renewal dates for all software installed on desktops and laptops
• Maintain an up-to-date inventory of all Town computer related hardware and make this inventory available to designated Town personnel
• Assist in development of software/hardware policies and procedures
• Other services as required
Server and Network Management
• Primary maintenance including regular analysis, routine configuration changes and installation of patches and upgrades
• Regular server maintenance (monitor disk usage, firmware updates, deletion of temporary files, check disk, defragment, software updates, etc.)
• Operating system patch management, upgrades and security administration
• Ensure scheduled preventative maintenance for equipment is properly and promptly performed and documented
• Install and configure existing and newly purchased network equipment such as switches, routers, firewalls and other networking equipment
• Proactive monitoring of network equipment including bandwidth utilization, CPU, disk and other performance indicators, with reporting when specified thresholds are reached
• Create new virtualized servers as required
• Gather, store and provide as needed all licensing information for software installed on the Town’s servers
• Develop and maintain a back-up plan and disaster recovery procedures to ensure recoverability and reliability of the server infrastructure and all applications hosted on Town servers
• Ensure all data is backed up and recoverable on demand
• Other services as required
Network Administration Services
• Diagnose and correct any internal or external connectivity issues
• Install and perform regular maintenance on network printers, copiers, scanners, etc.
• Manage user logins and user access rights; set up new users and edit or remove existing users as required
• Create, modify, remove and manage email users as needed to ensure a viable email domain
• Provide network performance and capacity management services and network troubleshooting
• Maintain network documentation and procedures
• Send alert notifications to designated Town personnel in the event of a network failure
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REQUEST FOR PROPOSAL (RFP) TOC-20-IT
Any complete service outage will have reports provided to the Asset Manager or their delegate, within 48 hours of an unscheduled outage. These reports will include what measures have been put in place to prevent this type of situation from occurring in the future.
Single Point of Contact for IT services
• Work with the Town’s other vendors regarding IT related requests
• Oversee the resolution of IT related issues even if the work is being performed by another supplier
• Facilitate corrections of failed hardware with third party hardware service providers
• Assist designated Town personnel with software and hardware purchases and, if necessary, determine the need for maintenance contracts on all assets in the scope of these services
• Other services as required
Security
• Provision and maintenance of virus detection programs on the Town’s servers, email and all other Town computers and laptops
• Configure Town systems to enable remote access in a secure, robust environment and provide remote access administration as requested by designated Town personnel
• Configure and maintain all network and network security appliances, including switches, routers, firewalls and proxy servers
• Perform security audits as requested and notify designated Town personnel immediately of suspected breaches of security or intrusion detection
• Ensure proper security measures are in place for WIFI services provided to Town staff and to the public
• Run a yearly cyber risk and intrusion audit to determine possible vulnerabilities
• Other services as required
Any security breach will be reported immediately to the Asset Manager or their delegate, in the form of immediate email or phone call and within 24 hours, a written report will be provided detailing the security breach and potential impact to the Town.
Regular Planning
• Provide engineering, planning and design services for major system enhancements, including installations and upgrades of new or existing systems including, but not limited to, major server upgrades, storage system upgrades, redesign of backup systems, etc.
• Provide technical leadership for server, network and personal device issues
• Make recommendations for future purchasing and technology needs
• Manage the disposal of retired equipment in an environmentally and socially responsible manner
• Implement and maintain proper labeling and network diagrams for all IT equipment and hardware
• Other services as required
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REQUEST FOR PROPOSAL (RFP) TOC-20-IT
Help Desk Services
At a minimum, the successful Proponent’s service desk must be available from 8:00 AM – 4:30 PM Monday to Friday.
• In case of emergency, after hours support is required
• Maintain a ticketing system to track IT tasks and related issues and take the appropriate actions to resolve the issues.
• Monitoring of the tickets with reporting on pending and concluded tickets
• Other issues as required
Information Technology Infrastructure
The successful Proponent will be expected to familiarize themselves with the Town’s infrastructure when the contract begins at no additional cost to the Town.
• Review performance metrics on existing hardware infrastructure and recommend re-sizing of the existing configuration or replacement hardware, or hardware expansion (memory, disk, network adapters, CPU, etc.)
• Perform capacity and performance reviews of existing storage infrastructure. The Proponent will make recommendations on the replacement of storage infrastructure if required. Where possible, reallocation of existing storage should be considered
• Ensure storage infrastructure is deployed to optimize performance and with appropriate redundancy to ensure service availability
• Migrate all storage data over to new infrastructure and ensure full integration of all servers and devices accessing the centralized storage service
• Review current backup and recovery procedures currently in place and make recommendations for new backup infrastructure if required
• Other services as required
It is expected that the successful Proponent will utilize remote monitoring and management software to enable systems monitoring, event management, notifications and performance reporting of all information technology network components and devices.
Alternative Solutions
All of the above describes the current requirements of the Town of Coaldale. However, it should be noted that alternative proposals are welcomed.
