2-Timmons Bid 2027 (1).pdf

Contact: Nate Tate | Manager, Solution Support Services 1001 Boulders Parkway, Suite 300, Richmond, VA 23225

804.433.2980 | nathan.tate@timmons.com www.timmonsgis.com

SOFTWARE HOSTING, OPERATIONS, MAINTENANCE AND

SUPPORT

State of Utah

Department of Natural Resources, Division of Wildlife

November 9, 2021

Utah ULTRA- Hosting, Operations, Maintenance and Support

7053 Celebration Park Ave, Suite 300, Richmond, VA 23225

804.200.6500 | nathan.tate@timmons.com mailto:nathan.tate@timmons.com http://www.timmonsgis.com/ mailto:nathan.tate@timmons.com

SCOPE OF WORK

APPROACH

In our experience, a fully managed AWS environment is a great fit for organizations of any size and technology competence. Timmons Group will provide all the technical expertise and services to operate your solution and maintain the cloud infrastructure on AWS allowing your organization to focus on their business.

Timmons Group offers our clients comprehensive solution support. This service is offered as a mix of onsite staff augmentation and remote technical support. Our remote technical support is offered through our dedicated support staff using online support requests, management, and reporting tools that are available 24x7.

We provide remote assistance via email, phone, VPN, and online meetings. Our services empower clients to solve technical problems more quickly and introduce new services and applications with minimal business risk. These methods support change over time, to help the infrastructure become more dynamic in the ways the organization requires.

Our support services are driven by proven and consistent methods for client communication and problem resolution.

These methods, which provide a collaborative framework based on situation appraisal, problem analysis, decision analysis, and potential problem analysis, are designed for the complex support challenges that arise in today’s technology infrastructure.

Our support staff provide deep product technical skills to help you quickly resolve problems and maintain efficient operations. Clients may receive individual problem fixes, minor improvements or product usage advice. Our single point of contact makes it easy for your organization to report and track needs, removes the burden of determining which vendor is responsible for each aspect and provides assurances that your solution has the technical support required to keep your organization focused on your business.

Success Built on Trusted Partnerships Timmons Group has built our highly-successful GIS business by focusing on the most important aspect of our projects – your success. We ensure your success by developing trusted partner relationships with our clients. Our clients value our breadth of industry knowledge and the depth of GIS resources we can bring to bear on our projects.

We offer significant experience integrating GIS with complex business processes and managing the impact of GIS implementation on client operational and management staff.

We Offer

• An award winning Esri GIS Business Partner for over 20+ years

• Amazon Web Services Consulting Partner

• Staff certified by AWS and Esri

• Our desire and proven ability to develop and maintain long-term working relationships with our clients

• Local and State GIS subject matter experts

• Military base planning and operations subject matter experts

• Industry-specific GIS experience

• Extensive experience with Esri ArcGIS Server

• Extensive experience with Esri Production Mapping Solutions

• GIS expertise including data collection and analysis, map production, and ArcGIS on-line implementation and support.

• Access to GIS knowledge base and resources thru webinars on GIS topics ranging from Data Integrity to Web-Based Application Development and Agile Development Methods that are attended by GIS professionals around the globe.

Task 1: Cloud Hosting & Managed Services Timmons Group has defined managed services offering for the maintenance of our Cloud solutions. Knowledge transfer can be part of our services offering if the long-term goal of the district is to be self-sustaining. Our proposed approach to our managed services offering includes all the cloud infrastructure required to support your solution.

Cloud Infrastructure Timmons Group will build, configure, and deploy all the necessary cloud infrastructure and services to ensure your solution is operating efficiently and effectively. Our staff will monitor usage and costs in the cloud and make recommendations to help optimize your cloud operations while maintaining a high level of reliability.

Managed Services In addition to quickly resolving issues when they arise, Timmons Group will provide services that help you keep your infrastructure running smoothly. You will have greater confidence knowing that your systems are proactively monitored to help anticipate future problems. Timmons Group uses industry leading monitoring tools and hands-on support staff to ensure minimal downtime of your systems, identify potential problems, and take preventative, rather than corrective, action. Our staff are well versed in cloud services and provide proactive consulting on future changes that could impact your organization.

Another key aspect to maximizing the return on investment for cloud-based solutions is to keep components up to date with stable and recent versions. Timmons Group’s secrete to fast and reliable updates is found within our automated change management approach for infrastructure. Our technical staff follow proven practices to deliver updates as code utilizing lower environments to validate updates before promoting to higher environments and eventually to production.

Following a combination of automated and manual validation steps throughout the process to assess potential impacts.

We collaborate with our clients to establish the regular maintenance cadence for their solutions based on business needs.

Our regular maintenance frequency helps keep updates small further reducing risk in the infrastructure change management process.

Task 2: Application Maintenance and Support Knowing that your application will need to grow and be enhanced over time, Timmons Group provides flexible and cost-efficient services for ongoing software maintenance. Our application maintenance and support services allow your organization to capitalize on feedback quickly and efficiently from customers and users to implement minor improvements much quicker than going through procurement for each individual change. In addition to adapting to changing needs, application support provides resolution of defects and/or breaking changes discovered after the implementation project is complete. By having an application support agreement with Timmons Group, you are providing assurances for the long-term application reliability and quick responses should any part of the application stop functioning as desired.

Software Maintenance When your new application is first delivered and deployed for users it is important for adoption and continued engagement of the new solution to respond when feedback is provided.

Through our years of experience developing, operating and maintaining custom applications, our team has established a framework to help our customers efficiently assess and implement continual improvements. As custom applications mature over time business needs and supporting technology also continue to evolve leading to additional opportunities to maintain the application. By investing in maintenance for your application, you are maximizing the useful life of the software and increasing the overall return on investment for the years to come.

How Software Maintenance Works

• New Idea - A comment or idea from your staff is entered into our shared collaboration tool.

• Refinement – In a collaboration session we work with you and your team to fully understand the desired outcome and changes necessary to support.

• Estimation – Our team will provide estimates to support release planning.

• Prioritization – In a regularly scheduled planning meeting we collaborate with your team to determine which items to focus on in an upcoming application release.

• Approve Upcoming Release – Your team approves the release plan before implementation work begins.

• Implementation – Our Software Development Team develops the new application release.

• Quality Assurance – Our quality assurance team thoroughly validates the updated application, mitigating the risk of any unintended impacts being released.

• Release – Following the defined change management and deployment processes for your application, our team works to deploy the release for users.

• Close out – Documentation and change management is updated to reflect the release was successfully deployed.

Software Support Timmons Group’s software development team will provide your organization with advanced technical support should your helpdesk or program stakeholders ever have a question, or a critical need arises for advanced technical support with your application. Our team of experts can also assist with submitting and managing technical requests with third party software vendors like Amazon, Esri and Microsoft when needed.

How Software Support Works

• Discovery – A new issue is discovered in your application and a customer requests help from your staff to resolve.

• Initial Assessment – Your staff assess the issue to determine if technical assistance is required to resolve issues quickly and efficiently.

• Request for Technical Support - If technical assistance is required, your staff forward the relevant details via email to the Timmons Group technical support desk.

• Confirmation – A Timmons Group software development team expert will review, assess and provide an initial response confirming receipt and action.

• Investigation – Timmons Group support staff will investigate the reported issue and work to identify the root cause.

• Planning – Our team will assess the known details, investigate further and plan for resolution; our experts can collaborate with your team in this phase or take full ownership based on your direction.

• Checkpoint – Our team will review the details of the issue and the proposed resolution plan with your staff and request approval on the recommend approach.

• Action – Once the resolution plan is agreed upon our software development team will jump into action to quickly resolve the issue while mitigating adverse impacts and risks.

• Retrospective – As part of our continual improvement and learning process we will conduct a post-mortem retrospective to evaluate the underlying cause, processes and desired outcomes to help our combined team to maintain operational excellence.

SOLUTION SUPPORT FEES AND PAYMENT

SCHEDULE

Task Description Schedule Fee

Task 1: Cloud Hosting & Managed Services

Utah ULTRA Application

Hosting

Effective Dates:

11/15/2021-12/31/2026

Monthly fixed fee of $1,000.

Invoiced monthly.

$8,000 the first year, $12,000 each year after.

Task 2: Application Maintenance & Support

Utah ULTRA Application Maintenance and Support

Effective Dates:

11/15/2021-12/31/2026

Invoiced monthly for hours used. Hourly rates listed below.

$42,000 the first year, $38,000 each year after.

Total $250,000

TIMMONS GROUP RATES

Our hourly rates as follows:

Job Category Rate

Project Manager $140.00

Business Analyst $130.00

Sr. Software Engineer $140.00

Quality Assurance Tester $100.00

UI/UX Designer $100.00

Program Manager / Principal

$195.00

07/01/2026-06/30/2031

07/01/2026-06/30/2031

$180

$190

$215

$145

$165

$245