CITY OF SANTA MONICA

24X7 SERVICE DESK

Information Services Department

RELEASE DATE: September 14, 2026

DEADLINE FOR QUESTIONS: October 1, 2026

RESPONSE DEADLINE: October 19, 2026, 3:00 pm

APPROVED FOR ADVERTISEMENT

City of Santa Monica

24x7 Service Desk

Table of Contents

1. Introduction

2. Term

3. Scope of Work

4. Questions and Answers

5. Vendor Questionnaire

6. Evaluation Criteria

7. Award Process

8. Terms & Conditions

Attachments:

A - Proposer Checklist

B - PSA Template

C - PSA Insurance Template Without Professional Liability

D - Service Catalog and SLA Tables

E - COSM - VISA Questionnaire 3.1

F - COSM - Architecture Questionnaire 2.1

G - COSM - AI Fact Sheet 1.0

24x7 Service Desk

1 Introduction

1.1 Summary

The City of Santa Monica (the City) is seeking qualified firms to provide 24x7 Service Desk services.

1.2 Background

City of Santa Monica Overview:

The City’s network connects 44 city facilities, 5 hub sites, a primary datacenter, and two supporting datacenters located within an 8.3 square mile area in Santa Monica, CA. All of these sites are connected via city-owned fiber network. The City also leverages several cloud-hosted applications and services including Microsoft 365 Office productivity apps. The City uses Cisco equipment as its standard for core, access layer, edge switching, and routing devices. Most of city’s on-premises hosted applications run on Windows and SQL database systems.

The City also operates and supports the CityNet network and Community Broadband program. The CityNet network supports external customers, connecting over 140 locations in the City of Santa Monica, including City facilities, commercial sites, and residential buildings. A number of enterprise business customers, hospitals, and university customers are provided with dark fiber and lit services.

The Service Desk environment supports a diverse technology landscape, including Microsoft, Cisco, and multi-cloud platforms. Service request and incident intake is currently conducted through the ServiceNow portal and telephone, with a desire to expand intake and communication channels to include email, instant messaging, chatbots, and other emerging technologies.

The City’s highest-priority incidents include outages impacting 9-1-1 Emergency Dispatch, Public Safety/Security, Santa Monica Department of Transportation (SMDoT), and Water Utility (SCADA) systems where time-sensitive intervention is required. In addition, there are a list of “VIP” departments which includes the City Manager’s Office, City Attorney’s Office and City Council that require Priority 1 support and escalation. All other incidents and service requests are prioritized automatically within the Service Management system based on City-defined impact and urgency criteria.

• Infrastructure Summary: Current State:

o Client Environments: 2000+ (Workstations, Laptops) o Mobile Devices: 1200+ (Phones and Tablets) o Number of Sites: 44 City Facilities

24x7 Service Desk o Geographic Distribution: City of Santa Monica, CA o Servers (virtual/physical): 320 o Network devices: Approximately 504 (including switches/routers/appliances/firewalls/wireless controllers) – does not include WAP equipment o Telecom systems (IP Telephony, Gateways, VM & Call Center systems): 12 o Voice/Data circuits (ISP, SIP trunks, etc.): 12 o Private/Public Data Centers: 3 Private o Cloud-Based Services: Microsoft 365, Azure, AWS, Oracle o Business Applications: approx. 350 total o Departments requiring 24x7 Priority 1 support: Public Safety/Security (Police, Fire, 9-1-1 Dispatch and Legal), Santa Monica Department of Transportation (SMDoT), and Public Works/Water Utility o VIP clients include City Manager’s office, City Attorney office, City Council, and department directors and designees o Note that the City’s infrastructure is continually evolving to address the emerging technology needs of a full-service, modern municipality.

• Current State Operational Metrics:

o Service Requests: Average of 500 per month o Incidents Reported: Average of 500 per month o CityNet Community Broadband incidents: 15 per month o Incident Response Time: 15 minutes – 1 week based on Priority o Incident Escalation Time: 15 minutes based on Priority o Incident Resolution Time: 6 – 72 hours based on Priority o Request Fulfilment: 1 day – 2 weeks based on specific request types o Call Handling - 3 to 5 minutes o Call Hold Time – less than 10 minutes

1.3 Contact Information

Any inquiries or requests regarding this procurement should be submitted via OpenGov. Other City officers, agents, employees or representatives do not have authority to respond on behalf of the City. Contact with unauthorized City personnel during the selection process may result in disqualification.

24x7 Service Desk

Tina Saloutos Principal Buyer 1685 Main St Santa Monica, CA 90401 Email: tina.saloutos@santamonica.gov Phone: (310) 458-8281 Department:

Information Services Department

Department Head:

1.4 Timeline

Proposal Calendar

The following is a list of key dates:

Release Project Date September 14, 2026

Question Submission Deadline October 1, 2026, 3:00pm

Question Response Deadline October 9, 2026, 3:00pm

Proposal Submission Deadline October 19, 2026, 3:00pm

2 Term

The City is inviting proposals from qualified persons or firms for a firm-fixed contract for an initial term of three (3) years, with two (2) options for renewal of one (1) year each, to be exercised at the City’s sole discretion.

3 Scope of Work

3.1 Project Description

A. The service provider will provide a fully staffed, 24/7/365 Service Desk that serves as the City’s single point of contact for incident and service request intake through ServiceNow and operate as an integrated extension of the City’s Information Services Department (ISD)

B. The provider will supply:

1. Level 1 and Level 2 support to City departments,

2. On call response for designated key systems, and mailto:tina.saloutos@santamonica.gov tel:(310)458-8281

24x7 Service Desk

3. Network Operations Center (NOC) monitoring and response services for City departments and CityNet Community Broadband customers.

C. The provider must also supply at least one dedicated full time on-site resource during normal business hours to work directly with the City’s Client Services team.

3.2 Service Requirements

A. Service provider staffing resources must be solely dedicated to the City of Santa Monica during coverage hours and may not operate as a shared or multi-client desk.

B. Service providers must demonstrate experience delivering ITIL-aligned Service Desk services in complex public-sector or enterprise environments, integrating with existing tools, processes, and service management platforms.

C. The service provider must leverage the City's ServiceNow platform for service request and incident management.

3.3 Support Requirements

A. Level 1 Support Requirement

1. First point of contact for all incidents and service requests

2. Password resets and access requests in accordance with City security policies

3. Basic troubleshooting of desktops, laptops, mobile devices, printers, and software applications

4. Initial triage, categorization, prioritization, and escalation

5. Support for CityNet customers using established runbooks

B. Level 2 Support Requirement

1. Advanced troubleshooting for Windows OS, Microsoft 365, networking and connectivity, and line-of-business (LOB) applications

2. Resolution of escalated incidents

3. Coordination with City subject matter experts (SMEs) and third-party vendors

4. Contribution to ServiceNow knowledge and problem management processes

C. CLETS Requirement

1. Service provider employee(s) providing frontline support for the Santa Monica Police

Department and the City Attorney’s Office must be certified under the California Law Enforcement Telecommunications System (CLETS).

2. This requirement applies to all support involving Police and City Attorney computers, mobile devices, and related technology systems. If staff are located outside California, physical fingerprint cards are required to complete certification.

3. The service provider must ensure at least two (2) CLETS-certified staff members are available on every shift (24x7).

D. General Requirement

1. Service request and incident intake must be provided via the ServiceNow portal and telephone, with the capability to support additional channels such as:

a. Email,

b. Instant messaging,

c. Chatbots, and

d. Other emerging technologies as required.

2. The service provider shall ensure consistent, timely, and high-quality service delivery aligned with City-defined priorities and the service catalog outlined in Attachment D - Service Catalog and SLA Tables.

3. Level 1 and Level 2 incidents or service requests that cannot be resolved by the service provider shall be transferred through ServiceNow and the City’s on-call process to the

24x7 Service Desk appropriate City support teams. SME-level support will continue to be provided by City Staff

3.4 Deliverables

A. The service provider shall use, create, maintain, enhance, and add to the City’s knowledge base (KB) of known solutions and identify improvement opportunities for customer self-service opportunities. The City shall provide the service provider with training to understand existing solutions. The provider shall document procedures and add them in the City’s format to the City's KB.

B. The service provider shall evaluate Level 1 service requests and incidents and propose solutions for improving efficiency and fulfillment/resolution times through automation, problem management, and other best practice continual service improvement processes.

C. Service provider onboarding must include a 60-day onsite immersion period.

1. During this time, key personnel must be onsite to learn, understand, and acclimate to the

City’s environment from a people, process, and technology perspective.

2. This 60-day onsite immersion requirement also applies to any new, replacement, or turnover personnel assigned to the City throughout the term of the contract.

D. The service provider must schedule, plan, and conduct four (4) Quarterly Business Reviews each year, which shall include onsite refreshers for service provider staff to remain familiar with the City’s environment.

E. The City is committed to improving the delivery of technology services by leveraging best practices and evolving technological trends, which the service provided shall provide.

3.5 Minimum Qualifications

A. The service provider must have sufficient knowledge and experience to perform troubleshooting and remote support for:

1. End-user computing equipment (desktops, laptops, docking stations, monitors, peripherals),

2. Printing,

3. Mobile devices (phones and tablets),

4. System access, and

5. Network connectivity.

3.6 Optional - Alternative Service Model

A. In addition to the required 24/7/365 Service Desk model described above, the City is requesting that proposers provide an optional alternative proposal offering after hours only Service Desk coverage.

B. After hours only support is defined as all hours outside City Hall Standard Hours and must include the following coverage schedule:

1. Monday through Thursday Overnight: 5:30 p.m. PST – 7:30 a.m. PST

2. Regular Fridays: 5:00 p.m. PST Friday – 7:30 a.m. PST Monday

3. Alternate Fridays: 24-hour coverage

4. Saturday: 24-hour coverage

5. Sunday: 24-hour coverage

C. Holiday coverage should be included within the scope of the after hours support and the alternative proposal must include 24-hour coverage during the City of Santa Monica's full-day observed holidays. The City of Santa Monica currently observes thirteen (13) holidays, including two (2) half-day holidays:

1. New Year's Day (January 1)

24x7 Service Desk

2. Martin Luther King Jr. Day (Third Monday in January)

3. Washington's Birthday (Third Monday in February)

4. Cesar Chavez Day (Last Monday in March)

5. Memorial Day (Last Monday in May)

6. Juneteenth (June 19)

7. Independence Day (July 4)

8. Labor Day (First Monday in September)

9. Veterans Day (November 11)

10. Thanksgiving Day (Fourth Thursday in November)

11. Friday Following Thanksgiving Day

12. Half-Day Immediately Before Christmas Day

13. Christmas Day (December 25)

14. Half-Day Immediately Before New Year's Day

D. Proposers submitting this optional model should clearly describe the staffing approach, coverage hours, service delivery approach, and any differences in SLAs associated with the after hours only configuration.

4 Questions and Answers

Vendor Queries Due Questions must be submitted online in the “Q&A” tab. The City will only accept or respond to questions submitted through the online vendor portal.

One question per submittal. (This does not mean one question per vendor.) Submittals containing multiple questions will not be answered.

5 Vendor Questionnaire

5.1 Proposal

5.1.1 Letter of Transmittal*

Please upload your letter of Transmittal as a PDF here. Make sure to include the following items.

A. Identify the submitting organization;

B. Identify the name, title, telephone and fax numbers, and e-mail address of the person authorized by the organization to contractually obligate the organization;

C. Identify the name, title, telephone and fax numbers, and e-mail address of the person authorized to negotiate the contract on behalf of the organization;

D. Identify the names, titles, telephone and fax numbers, and e-mail addresses of persons to be contacted for clarification;

E. Be signed by the person authorized to contractually obligate the organization;

F. Acknowledge receipt of any and all amendments to this RFP.

*Response required

24x7 Service Desk

5.1.2 Qualifications*

Provide a brief summary of your company’s history, its capabilities, and its recent relevant experience (last five years). Also, describe your demonstrated experience with similar projects and qualification including professional licenses and certifications, including hands on experience operating in ServiceNow environments and the ability to deliver support through a combination of remote and onsite services.

*Response required

5.1.3 Key Personnel*

Describe the project team composition and include resumes of key personnel. Proposed members should be available for ninety (90) days from the proposal due date. The City must be promptly notified of any changes in key personnel prior to award.

*Response required

5.1.4 References*

List a minimum of three (3) references for whom comparable services were provided to in the last five (5) years. Include the name of the firm, name of the contact, telephone number of the contact, email address of contact (if available), brief description of the services provided and your firm’s role, and the start and completion date.

*Response required

5.1.5 Project Work Plan*

Describe your understanding of the project and approach to delivering comprehensive 24x7 Service Desk coverage for all client and technology support requests, using the City’s Service Management system (ServiceNow). Describe your flexibility to support new and enhanced customer engagement channels, including options such as Microsoft Teams, chatbots, AI-based tools, and future upgrades or changes to the City’s Service Management platform, as well as other customer service technologies and improvement initiatives. Include deliverables, milestones, assumptions, and identify potential risks that could delay the project. List any resources you expect the City to provide.

*Response required

5.1.6 Technology Forms*

Please download the below documents, complete, and upload.

• Attachment E – COSM - VISA Questionnaire 3.1

• Attachment F – COSM - Architecture Questionnaire 2.1

• Attachment G – COSM - AI Fact Sheet 1.0

• COSM_-_VISA_Questionnaire_3...

• COSM_-_Architecture_Questio...

• COSM_-_AI_Fact_Sheet_1.0.pdf https://government-project.s3.us-west-2.amazonaws.com/285909/14adf7fe-cba5-48f7-97d9-ca3eeb0c9319_COSM_-_VISA_Questionnaire_3.1.pdf https://government-project.s3.us-west-2.amazonaws.com/285909/8267ee23-90a9-489a-8b0a-f848ac9ab8ab_COSM_-_Architecture_Questionnaire_2.1.pdf https://government-project.s3.us-west-2.amazonaws.com/285909/6a493744-156c-4855-9136-a766163fae9d_COSM_-_AI_Fact_Sheet_1.0.pdf

24x7 Service Desk

*Response required

5.1.7 Cost Proposal*

Provide a proposed fixed-cost fee including Recurring (Monthly Recurring Charges) and any applicable one-time (non-recurring) setup costs to provide the services to meet the needs as outlined in the Project Description and Scope of Work section of the RFP.

Please include any applicable annual cost increases over the five-year period.

Proposals shall include costs for onboarding, integration, and ongoing service delivery in support of the City’s 24x7 Service Desk operating model.

Please provide a separate cost schedule for the optional after hours only Service Desk coverage model. Costs for the optional model should clearly identify staffing levels, hourly coverage, and any associated recurring or non-recurring charges. The City will evaluate this optional pricing independently from the required 24/7/365 Service Desk pricing.

*Response required

5.2 Other Required Responses

5.2.1 Business License Requirements

WHO NEEDS A BUSINESS LICENSE?

1. Is this vendor physically located in the City of Santa Monica?

Yes (Vendor must have a City of Santa Monica business license - contact the Business License unit for the appropriate forms. Skip question 2 & continue to “ADDITIONAL REQUIREMENTS” section below)

No (Continue to the next question)

2. Does this vendor physically come into the City of Santa Monica to conduct business and/or make deliveries?

Yes(Vendor must have a City of Santa Monica Out-of City Business License. contact the Business License unit for the appropriate forms. Continue to “ADDITIONAL REQUIREMENTS” section below)

No(STOP, no license needed)

ADDITIONAL REQUIREMENTS:

If this vendor is located in or comes into the City of Santa Monica to conduct business, in addition to having a CITY OF SANTA MONICA BUSINESS LICENSE, they will be required to have insurance (see agreement for descriptions).

The business license documentation is only required from the successful Proposer.

24x7 Service Desk

5.2.2 Notice Regarding Disclosure of Contents of Documents*

All responses to this Request for Proposal (RFP) accepted by the City of Santa Monica (City) shall become the exclusive property of the City. All proposals accepted by the City shall become a matter of public record and shall be regarded as public, with the exception of those elements of each proposal which are defined by the contractor as business or trade secrets and plainly marked as "Trade Secret", "Confidential" or "Proprietary". Each element of a proposal which a contractor desires not to be considered a public record must be clearly marked as set forth above, and any blanket statement (i.e. regarding entire pages, documents or other non-specific designations) shall not be sufficient and shall not bind the City in any way whatsoever. If disclosure is required or permitted under the California Public Records Act, or otherwise by law, the City shall not in any way be liable or responsible for the disclosure of any such records or part thereof.

☐ Please confirm

*Response required

5.2.3 Oaks Initiative*

CITY OF SANTA MONICA OAKS INITIATIVE NOTICE

NOTICE TO APPLICANTS, BIDDERS, PROPOSERS AND OTHERS SEEKING

DISCRETIONARY PERMITS, CONTRACTS, OR OTHER BENEFITS FROM THE CITY

OF SANTA MONICA

Santa Monica’s voters adopted a City Charter amendment commonly known as the Oaks Initiative. The Oaks Initiative requires the City to provide this notice and information about the Initiative’s requirements. You may obtain a full copy of the Initiative’s text from the City Clerk.

This information is required by City Charter Article XXII—Taxpayer Protection. It prohibits a public official from receiving, and a person or entity from conferring, specified personal benefits or campaign advantages from a person or entity after the official votes, or otherwise takes official action, to award a “public benefit” to that person or entity. The prohibition applies within and outside of the geographical boundaries of Santa Monica.

All persons or entities applying or receiving public benefits from the City of Santa Monica shall provide the names of trustees, directors, partners, and officers, and names of persons with more than a 10% equity, participation or revenue interest. An exception exists for persons serving in those capacities as volunteers, without compensation, for organizations exempt from income taxes under Section 501(c)(3), (4), or (6), of the Internal Revenue Code. However, this exception does not apply if the organization is a political committee or controls political committees. Examples of a “public benefit” include public contracts to provide goods or services worth more than $25,000 or a land use approval worth more than $25,000 over a 12-month period.

In order to facilitate compliance with the requirements of the Oaks Initiative, the City compiles and maintains certain information. That information includes the name of any person or persons who is seeking a “public benefit.” If the “public benefit” is sought by

24x7 Service Desk an entity, rather than an individual person, the information includes the name of every person who is: (a) trustee, (b) director, (c) partner, (d) officer, or has (e) more than a ten percent interest in the entity. Therefore, if you are seeking a “public benefit” covered by the Oaks Initiative, you must supply that information on the Oaks Initiative Disclosure Form. This information must be updated and supplied every 12 months.

• OAKS_INITIATIVE_FORM.pdf

• OAKS_INITIATIVE_FORM_-_Exam...

*Response required

5.2.4 Living Wage Ordinance Certification*

CITY OF SANTA MONICA LIVING WAGE ORDINANCE

Certification for Providers of Services to the City of Santa Monica (Fiscal Year 26/27 – July 1, 2026 through June 30, 2027)

TO BE COMPLETED BY ALL CONTRACTORS PROVIDING SERVICES TO THE CITY

OF SANTA MONICA IN EXCESS OF $54,200

The City of Santa Monica Municipal Code Chapter 4.65, Living Wage Ordinance (LWO), establishes a Minimum Wage of $25.00 for certain employees of contractors providing services to the City where services exceed $54,200 or more and requires that contractors also provide the same health care and other benefits to employees’ same sex spouses and domestic partners as are provided to other employees’ spouses.

An employee covered by the LWO is any person who does not actually work as a manager, supervisor, or confidential employee, and who is not required to possess an occupational license.

The Living Wage Ordinance applies the services sought pursuant to this bid and bidders are required to prepare and return the Living Wage Certification Form. If the bidder is selected, the bidder must maintain payroll records that include, at minimum, the full name of each employee providing services under the contract, job classification and rate of pay. Bids that fail to include Certification Forms may be considered non-responsive and excluded from further consideration.

Please prepare the following certification if you are a contractor engaging in a contract for services with the City of Santa Monica in excess of $54,200.

Your signature on this certification grants the City permission to review any and all payroll books and records and any company documents pertaining to the benefits offered to employees to assure your compliance with the LWO during the term of the contract.

Please direct any questions to:

City of Santa Monica Finance Department Attention: Living Wage Compliance Section 1685 Main Street, Mail Stop 09 Santa Monica, CA 90401 https://government-project.s3.us-west-2.amazonaws.com/47043/abd14927-fc28-4c52-b1d3-483bf17bebad_OAKS_INITIATIVE_FORM.pdf?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Content-Sha256=UNSIGNED-PAYLOAD&X-Amz-Credential=ASIA47RIURE4AHG4AYJX%2F20260914%2Fus-west-2%2Fs3%2Faws4_request&X-Amz-Date=20260914T220003Z&X-Amz-Expires=72000&X-Amz-Security-Token=IQoJb3JpZ2luX2VjECUaCXVzLXdlc3QtMiJHMEUCIQDAhMPhMgpanTHaET2HgF3hwg%2BS4GtC8yI60Gs3V007kgIgD1SZaC%2B3bDvIHvZVk4KddJckO%2BOsUwp2Ea46mrHipEAqlQUI7f%2F%2F%2F%2F%2F%2F%2F%2F%2F%2FARACGgw4OTIzNjQ2ODc2NzIiDPcxtd5opJZ31J4Q%2FCrpBLyZM3QThwbhFMMTCTRJHmj8OP0fKQa8KTNnZJ%2B6ZYEGUL%2BUdNpMQge3SOz1uRaL1N8Xqdd2cl7fahtf4zqqnJM%2Bmp1RTW0vGMTKttM8QtfoaFXXvsdWgE0HcON2pclV2c%2FkduHnlyaHzc4nLLfZ1HbzgbhbZq8hp%2FGkYzR8AiGQAwVviuyfXx7xTciV9dptOFO8lNilaamuME6YXzZn0EscesgvkbHTMo6XZqsLXDPSd7AYkuY27t75JiOC%2FZwA%2B9ABgKautu%2BXKVfaBnR5fVqAoKTl1aQzP5FYesoP8DgojcnippQHcvxbSnVZjuoOEojQAdvf9fWcyC8SedwO1Mm%2Bmsmsz101RCNpLwnHhZYdwKLdNNQnyhOqholOP2buYw8x%2BpAolY%2F7b3NE5RhK5ThzuTkM7MY5nigjU%2FRAS5oEFolTkHQC4U9IAQvu%2BoXhL6WKlbZoPWwDaCajghpE3e21rsQ6HWZUgJbKonddiIPZX%2BHpMUXwzJTjqR8ZTJH%2FB9go1HFBdBbR7trOl4XMSdxxQ2XQpF4k16D%2FLrs4sH5d5%2BJ9BB8ZsXYvnuRLWp2sZrt2n%2Fap0XuF0vnS6IiqlSF%2BZZUbz40BXA6JsCWVyixM2jWsHa0vQIuJkwGkPvWfipw7av6y42AxFVUXyBCery0EcOmy%2Fa4Eet3kjsZiRGsRyTFE873dqllMIBDxtr404x0Y3ACMFDFVnEdjVbYar7hgHkv6GPmnX4vlsCKCxwRWnZc5YizFZUTIZFyKB%2FWalzAxYArnh1Ti7iO%2BMjoFHeALFH%2Bm2%2FGjh3mIZyffHBwX9XkPoFs9S3SYMJ6wodUGOpkBBX2z2HK6cOTbLI5pIFdy75K6oqFwCAcNSYy6MDR0q%2B9IMKgLUMX%2FAjABHjUq7oGP%2BolrWyMS2EwiUOwVzpLH3eKvaeKRoPgo1Mdx%2BvFLNdAkKtYdEsR6%2BJAoB%2B%2BkVAltfXW6jM6EfSIa5PHpz%2BQv0D09%2BHmOahQPcNFgxRmn8tOW1B8mvxo0F1897ICuwojqZGxd%2BisETQ2A&X-Amz-Signature=baf5e394c5f2d5401c6c4e9db7775c7bc573a16ad32cdd6ded619131492cd5ad&X-Amz-SignedHeaders=host&response-content-disposition=attachment%3B%20filename%3D%22OAKS_INITIATIVE_FORM.pdf%22&x-id=GetObject https://government-project.s3.us-west-2.amazonaws.com/47043/3200d340-ceaf-43f6-8fdb-0244a0434690_OAKS_INITIATIVE_FORM_-_Example_revised_06.07.23.pdf?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Content-Sha256=UNSIGNED-PAYLOAD&X-Amz-Credential=ASIA47RIURE4AHG4AYJX%2F20260914%2Fus-west-2%2Fs3%2Faws4_request&X-Amz-Date=20260914T220003Z&X-Amz-Expires=72000&X-Amz-Security-Token=IQoJb3JpZ2luX2VjECUaCXVzLXdlc3QtMiJHMEUCIQDAhMPhMgpanTHaET2HgF3hwg%2BS4GtC8yI60Gs3V007kgIgD1SZaC%2B3bDvIHvZVk4KddJckO%2BOsUwp2Ea46mrHipEAqlQUI7f%2F%2F%2F%2F%2F%2F%2F%2F%2F%2FARACGgw4OTIzNjQ2ODc2NzIiDPcxtd5opJZ31J4Q%2FCrpBLyZM3QThwbhFMMTCTRJHmj8OP0fKQa8KTNnZJ%2B6ZYEGUL%2BUdNpMQge3SOz1uRaL1N8Xqdd2cl7fahtf4zqqnJM%2Bmp1RTW0vGMTKttM8QtfoaFXXvsdWgE0HcON2pclV2c%2FkduHnlyaHzc4nLLfZ1HbzgbhbZq8hp%2FGkYzR8AiGQAwVviuyfXx7xTciV9dptOFO8lNilaamuME6YXzZn0EscesgvkbHTMo6XZqsLXDPSd7AYkuY27t75JiOC%2FZwA%2B9ABgKautu%2BXKVfaBnR5fVqAoKTl1aQzP5FYesoP8DgojcnippQHcvxbSnVZjuoOEojQAdvf9fWcyC8SedwO1Mm%2Bmsmsz101RCNpLwnHhZYdwKLdNNQnyhOqholOP2buYw8x%2BpAolY%2F7b3NE5RhK5ThzuTkM7MY5nigjU%2FRAS5oEFolTkHQC4U9IAQvu%2BoXhL6WKlbZoPWwDaCajghpE3e21rsQ6HWZUgJbKonddiIPZX%2BHpMUXwzJTjqR8ZTJH%2FB9go1HFBdBbR7trOl4XMSdxxQ2XQpF4k16D%2FLrs4sH5d5%2BJ9BB8ZsXYvnuRLWp2sZrt2n%2Fap0XuF0vnS6IiqlSF%2BZZUbz40BXA6JsCWVyixM2jWsHa0vQIuJkwGkPvWfipw7av6y42AxFVUXyBCery0EcOmy%2Fa4Eet3kjsZiRGsRyTFE873dqllMIBDxtr404x0Y3ACMFDFVnEdjVbYar7hgHkv6GPmnX4vlsCKCxwRWnZc5YizFZUTIZFyKB%2FWalzAxYArnh1Ti7iO%2BMjoFHeALFH%2Bm2%2FGjh3mIZyffHBwX9XkPoFs9S3SYMJ6wodUGOpkBBX2z2HK6cOTbLI5pIFdy75K6oqFwCAcNSYy6MDR0q%2B9IMKgLUMX%2FAjABHjUq7oGP%2BolrWyMS2EwiUOwVzpLH3eKvaeKRoPgo1Mdx%2BvFLNdAkKtYdEsR6%2BJAoB%2B%2BkVAltfXW6jM6EfSIa5PHpz%2BQv0D09%2BHmOahQPcNFgxRmn8tOW1B8mvxo0F1897ICuwojqZGxd%2BisETQ2A&X-Amz-Signature=1f4d447ed3c567950bc4bfe430867ea790ccff30718784e02d613ce2dd874fc1&X-Amz-SignedHeaders=host&response-content-disposition=attachment%3B%20filename%3D%22OAKS_INITIATIVE_FORM_-_Example_revised_06.07.23.pdf%22&x-id=GetObject

24x7 Service Desk

You can also contact staff regarding living wage ordinance questions by e-mail at finance.mailbox@smgov.net or by phone 310-458-8281.

• FY26-27_Living_Wage_Certifi...

*Response required

5.2.5 Certificate of Compliance*

Please upload your completed Certificate of Compliance document here.

• Certification_of_Compliance...

*Response required

5.2.6 Non-Discrimination Policy, Debarment Certification & Non- Collusion Declaration*

Please download the below documents, complete, and upload.

• Proposal_Forms_(10).pdf

*Response required

5.2.7 Levine Act Disclosure Form*

Please download the below documents, complete, and upload.

• Levine_Act_Disclosure_Form.pdf

• Disclosure_Form_cover_memo.pdf

*Response required

5.3 Risk Evaluation

5.3.1 Does your organization provide off-the-shelf software, customer code or an application that the City will host or operate on its own servers, in its own IT facility?*

☐ Yes

☐ No

*Response required

5.3.2 Does your organization provide application service provider (e.g., SaaS)-enabled services to the City; whereas the application solution and/or the supporting IT infrastructure resides at and is supported at a non-City location, by the service vendors and their respective third parties?*

☐ Yes

☐ No

*Response required https://government-project.s3.us-west-2.amazonaws.com/47043/1eea03ec-b887-4509-bf2a-a27e42761ea5_FY26-27_Living_Wage_Certification-_%2425.00_Fillable.pdf 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https://government-project.s3.us-west-2.amazonaws.com/47043/38578718-f7ba-4c5d-ad88-08ae33fdd4f7_Proposal_Forms_%2810%29.pdf?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Content-Sha256=UNSIGNED-PAYLOAD&X-Amz-Credential=ASIA47RIURE4AHG4AYJX%2F20260914%2Fus-west-2%2Fs3%2Faws4_request&X-Amz-Date=20260914T220003Z&X-Amz-Expires=72000&X-Amz-Security-Token=IQoJb3JpZ2luX2VjECUaCXVzLXdlc3QtMiJHMEUCIQDAhMPhMgpanTHaET2HgF3hwg%2BS4GtC8yI60Gs3V007kgIgD1SZaC%2B3bDvIHvZVk4KddJckO%2BOsUwp2Ea46mrHipEAqlQUI7f%2F%2F%2F%2F%2F%2F%2F%2F%2F%2FARACGgw4OTIzNjQ2ODc2NzIiDPcxtd5opJZ31J4Q%2FCrpBLyZM3QThwbhFMMTCTRJHmj8OP0fKQa8KTNnZJ%2B6ZYEGUL%2BUdNpMQge3SOz1uRaL1N8Xqdd2cl7fahtf4zqqnJM%2Bmp1RTW0vGMTKttM8QtfoaFXXvsdWgE0HcON2pclV2c%2FkduHnlyaHzc4nLLfZ1HbzgbhbZq8hp%2FGkYzR8AiGQAwVviuyfXx7xTciV9dptOFO8lNilaamuME6YXzZn0EscesgvkbHTMo6XZqsLXDPSd7AYkuY27t75JiOC%2FZwA%2B9ABgKautu%2BXKVfaBnR5fVqAoKTl1aQzP5FYesoP8DgojcnippQHcvxbSnVZjuoOEojQAdvf9fWcyC8SedwO1Mm%2Bmsmsz101RCNpLwnHhZYdwKLdNNQnyhOqholOP2buYw8x%2BpAolY%2F7b3NE5RhK5ThzuTkM7MY5nigjU%2FRAS5oEFolTkHQC4U9IAQvu%2BoXhL6WKlbZoPWwDaCajghpE3e21rsQ6HWZUgJbKonddiIPZX%2BHpMUXwzJTjqR8ZTJH%2FB9go1HFBdBbR7trOl4XMSdxxQ2XQpF4k16D%2FLrs4sH5d5%2BJ9BB8ZsXYvnuRLWp2sZrt2n%2Fap0XuF0vnS6IiqlSF%2BZZUbz40BXA6JsCWVyixM2jWsHa0vQIuJkwGkPvWfipw7av6y42AxFVUXyBCery0EcOmy%2Fa4Eet3kjsZiRGsRyTFE873dqllMIBDxtr404x0Y3ACMFDFVnEdjVbYar7hgHkv6GPmnX4vlsCKCxwRWnZc5YizFZUTIZFyKB%2FWalzAxYArnh1Ti7iO%2BMjoFHeALFH%2Bm2%2FGjh3mIZyffHBwX9XkPoFs9S3SYMJ6wodUGOpkBBX2z2HK6cOTbLI5pIFdy75K6oqFwCAcNSYy6MDR0q%2B9IMKgLUMX%2FAjABHjUq7oGP%2BolrWyMS2EwiUOwVzpLH3eKvaeKRoPgo1Mdx%2BvFLNdAkKtYdEsR6%2BJAoB%2B%2BkVAltfXW6jM6EfSIa5PHpz%2BQv0D09%2BHmOahQPcNFgxRmn8tOW1B8mvxo0F1897ICuwojqZGxd%2BisETQ2A&X-Amz-Signature=7d9efde06f26bf44c3ee7373b26d87f2d06eb5a1f67ac88449a90c3e5d1770cc&X-Amz-SignedHeaders=host&response-content-disposition=attachment%3B%20filename%3D%22Proposal_Forms_%2810%29.pdf%22&x-id=GetObject https://government-project.s3.us-west-2.amazonaws.com/47043/029e03b7-b15f-489c-aca1-50a376b035d1_Levine_Act_Disclosure_Form.pdf?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Content-Sha256=UNSIGNED-PAYLOAD&X-Amz-Credential=ASIA47RIURE4AHG4AYJX%2F20260914%2Fus-west-2%2Fs3%2Faws4_request&X-Amz-Date=20260914T220003Z&X-Amz-Expires=72000&X-Amz-Security-Token=IQoJb3JpZ2luX2VjECUaCXVzLXdlc3QtMiJHMEUCIQDAhMPhMgpanTHaET2HgF3hwg%2BS4GtC8yI60Gs3V007kgIgD1SZaC%2B3bDvIHvZVk4KddJckO%2BOsUwp2Ea46mrHipEAqlQUI7f%2F%2F%2F%2F%2F%2F%2F%2F%2F%2FARACGgw4OTIzNjQ2ODc2NzIiDPcxtd5opJZ31J4Q%2FCrpBLyZM3QThwbhFMMTCTRJHmj8OP0fKQa8KTNnZJ%2B6ZYEGUL%2BUdNpMQge3SOz1uRaL1N8Xqdd2cl7fahtf4zqqnJM%2Bmp1RTW0vGMTKttM8QtfoaFXXvsdWgE0HcON2pclV2c%2FkduHnlyaHzc4nLLfZ1HbzgbhbZq8hp%2FGkYzR8AiGQAwVviuyfXx7xTciV9dptOFO8lNilaamuME6YXzZn0EscesgvkbHTMo6XZqsLXDPSd7AYkuY27t75JiOC%2FZwA%2B9ABgKautu%2BXKVfaBnR5fVqAoKTl1aQzP5FYesoP8DgojcnippQHcvxbSnVZjuoOEojQAdvf9fWcyC8SedwO1Mm%2Bmsmsz101RCNpLwnHhZYdwKLdNNQnyhOqholOP2buYw8x%2BpAolY%2F7b3NE5RhK5ThzuTkM7MY5nigjU%2FRAS5oEFolTkHQC4U9IAQvu%2BoXhL6WKlbZoPWwDaCajghpE3e21rsQ6HWZUgJbKonddiIPZX%2BHpMUXwzJTjqR8ZTJH%2FB9go1HFBdBbR7trOl4XMSdxxQ2XQpF4k16D%2FLrs4sH5d5%2BJ9BB8ZsXYvnuRLWp2sZrt2n%2Fap0XuF0vnS6IiqlSF%2BZZUbz40BXA6JsCWVyixM2jWsHa0vQIuJkwGkPvWfipw7av6y42AxFVUXyBCery0EcOmy%2Fa4Eet3kjsZiRGsRyTFE873dqllMIBDxtr404x0Y3ACMFDFVnEdjVbYar7hgHkv6GPmnX4vlsCKCxwRWnZc5YizFZUTIZFyKB%2FWalzAxYArnh1Ti7iO%2BMjoFHeALFH%2Bm2%2FGjh3mIZyffHBwX9XkPoFs9S3SYMJ6wodUGOpkBBX2z2HK6cOTbLI5pIFdy75K6oqFwCAcNSYy6MDR0q%2B9IMKgLUMX%2FAjABHjUq7oGP%2BolrWyMS2EwiUOwVzpLH3eKvaeKRoPgo1Mdx%2BvFLNdAkKtYdEsR6%2BJAoB%2B%2BkVAltfXW6jM6EfSIa5PHpz%2BQv0D09%2BHmOahQPcNFgxRmn8tOW1B8mvxo0F1897ICuwojqZGxd%2BisETQ2A&X-Amz-Signature=34575216d0b72aab216a56c5dd1a8b22cdf39bad001935813768601b26a35302&X-Amz-SignedHeaders=host&response-content-disposition=attachment%3B%20filename%3D%22Levine_Act_Disclosure_Form.pdf%22&x-id=GetObject 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24x7 Service Desk

5.3.3 Does your organization provide, offer or require in-house services, whereas you provide development, business or IT support services at City locations?*

☐ Yes

☐ No

*Response required

6 Evaluation Criteria

No. Evaluation Criteria Scoring Method Weight (Points)

1. Value Add / Breadth of Service Up to 25 points may be awarded based on an evaluation of the proposer’s ability to provide additional value or enhanced service offerings beyond the core scope of work.

Points Based 25 (25% of Total)

2. Experience / Technical Competence Up to 30 points may be awarded based on an evaluation of the proposer’s relevant experience, technical capability, and demonstrated understanding of the required services.

Preference will be given to Service Desk service solutions grounded in efficiency and strong customer service practices.

Points Based 30 (30% of Total)

3. Stability / References Up to 20 points may be awarded upon an evaluation of the proposer’s organizational stability and the quality of references from comparable engagements.

Points Based 20 (20% of Total)

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4. Cost Up to 20 points may be awarded based on the evaluation of the proposal's cost competitiveness.

Points Based 20 (20% of Total)

5. Technology Alignment Up to 5 points may be awarded based on the evaluation of the proposer’s technological alignment, including the VISA, Architecture, and AI questionnaire forms.

Points Based 5 (5% of Total)

7 Award Process

7.1 Selection

The City of Santa Monica, through either the City Council or the City Manager (or his designee) has the sole authority to select the consulting firm and reserves the right to reject any and all proposals. The City reserves the right to approve or reject all sub-consultants and engineers proposed to be retained by the prime consultant. Upon signing of the agreement, no change in proposed personnel or sub-consultants can be made without the City’s review and written authorization.

By submitting a response to this RFP, prospective consultants waive the right to protest after award or seek any legal remedies whatsoever regarding any aspect of this RFP.

The City reserves the right to select any number of finalists. In addition, the City reserves the right to issue written notice to all prospective consultants of any changes in the RFP terms or proposal submission schedule, should the City determine in its sole and absolute discretion that such changes are necessary.

The City reserves the right to request additional information from any proposing consultant and to reject any and all proposals. All original work products, including computer files, shall remain the property of the City.

The City reserves the right to retain an expert to evaluate the proposing consultant’s work or qualifications at all stages in the selection process. Additionally, any contract entered into will be subject to termination at any stage if in the judgment of the City, such termination is in the best interest of the City. In the event such decision is made, appropriate written notice would be given before any termination and the consultant would be compensated on a pro-rata basis for work performed.

The responsible proposer whose proposal is the most advantageous to the City, taking to consideration all the evaluation factors will be recommended for the contract award.

Notwithstanding the Evaluation Team’s selection, the City reserves the right to award this RFP and the resultant Contract in any manner it deems to be in the best interest of

24x7 Service Desk the City and make the selection based on its sole discretion. The City is the sole and exclusive judge of quality and compliance with proposal specifications in any of the matters pertaining to this RFP.

7.2 Contract Award and Execution

Selection of a proposer with whom the City enters into contract negotiations with, or a recommendation of an award by the Evaluation Committee or any other party, does not constitute an award of Contract. Once the City formally awards the contract, the successful consultant will be notified to enter into an agreement. If the selected consultant does not enter into the agreement, the City will begin negotiations with the second highest ranking proposing consultant.

Please review all contract forms prior to submitting a proposal. The City of Santa Monica intends to use these forms as the baseline agreements with the successful consultant. The City will not entertain proposals to make material changes to the contract form once the project has been awarded. If you wish to request changes to the contracting forms, you must do so during the proposal process. In addition, the City requires compliance with several other policies and ordinances, proposing consultants will need to complete these Exhibits and submit with their Proposal.

The RFP document and the successful proposal response, as amended by agreement between the City of Santa Monica and the successful consultant, will become part of the contract documents. Additionally, the City of Santa Monica may verify the successful consultant’s representations that appear in the proposal. Failure of the successful consultant to perform as represented may result in elimination of the successful consultant from further negotiation or in contract cancellation or termination.

No oral explanation or instruction of any kind or nature whatsoever given before the award of a contract to a consultant shall be binding. The City of Santa Monica shall not be bound, or in any way obligated, until the City has awarded the contract and all documents have been executed. The proposing consultant may not incur any chargeable costs prior to final contract execution.

8 Terms & Conditions

8.1 Best Qualified Person Or Firm

The award, if any, will be made to the best qualified person or firm(s). In evaluating whether a proposer(s) is (are) the best qualified person or firm(s) pursuant to the Santa Monica Municipal Code, City staff may utilize some or all of the following criteria:

A. The training, credentials and experience of the person or firm;

B. The demonstrated competence, ability, capacity and skill of the person or firm to perform the contract or provide the services;

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C. The capacity of the person or firm to perform the contract or provide the service promptly, within the time specified, and without delay;

D. The sufficiency of the person’s or firm’s financial and other resources;

E. The character, integrity, reputation and judgment of the person or firm;

F. The ability of the person or firm to provide such future service as may be needed;

G. The price which the person or firm proposes to charge, including whether the price is fair, reasonable and competitive; and H. Any other factor which will further the intent set forth in Section 608 of the City

Charter.

The City shall have absolute discretion in determining the applicability and weight or relative weight of some or all of the criteria listed above and is not required to select the lowest monetary proposer.

8.2 Receiving Time / Late Proposals

It is the responsibility of proposer to see that their proposal is submitted with sufficient time to be received by the City prior to the proposal closing time. The receiving time in the City Office will be the governing time for acceptability of proposals.

Late proposals are not accepted.

8.3 Acceptance of Conditions Governing this RFP

Submission of a proposal constitutes acceptance of the Evaluation Factors contained in this RFP.

8.4 Incurring Cost

Any cost incurred by the proposer in preparation, transmittal, presentation of any proposal or material submitted in response to this RFP shall be borne solely by the proposer.

8.5 Prime Consultant Responsibility

Any agreement that may result from the RFP shall specify that the prime consultant is solely responsible for fulfillment of the agreement with the City. The City will make agreement payments only to the prime consultant.

8.6 Sub-consultants

Use of sub-consultants must be clearly explained in the proposal, and major sub-consultants must be identified by name. Prime consultants shall be wholly responsible for the entire performance whether or not sub-consultants are used.

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8.7 Amended Proposals

A proposer may submit an amended proposal before the deadline for receipt of proposals. Such amended proposals must be complete replacements for a previously submitted proposal and must be clearly identified as such in the transmittal letter. City personnel will not merge, collate, or assemble proposal materials.

8.8 Proposer’s Rights to Withdraw Proposal

Proposers will be allowed to withdraw their proposals at any time prior to the deadline for receipt of proposals. The proposer must submit a written withdrawal request signed by the proposer’s duly authorized representative addressed to the City Contact.

8.9 Proposal Offer Firm

Responses to this RFP, including proposal prices, will be considered firm for one hundred eighty (180) days after the due date for receipt of proposals or sixty (60) days after receipt of a best and final offer, if one is requested.

8.10 Best and Final Offer

The City reserves the right to request Best and Final Offers from any or all proposers.

This will be the only opportunity to amend or modify proposals based on feedback from the City. Information from competing proposals will not be disclosed to other proposers prior to submission of a Best and Final Offer.

8.11 Living Wage Requirement

Any agreement issued as a result of this Request for Proposal may be subject to the City’s Living Wage Ordinance, Santa Monica Municipal Code Chapter 4.65 (LWO), and its implementing regulations.

8.12 Disclosure of Proposal Contents

All proposals are subject to the provisions of the California Public Records Act, California Government Code section 6250 et seq., and any information submitted with a response is a public record subject to disclosure, unless a specific exemption applies.

8.13 Notice Regarding Disclosure of Contents of Documents

All responses to this Request for Proposal (RFP) accepted by the City of Santa Monica (City) shall become the exclusive property of the City. All proposals accepted by the City shall become a matter of public record and shall be regarded as public, with the exception of those elements of each proposal which are defined by the contractor as business or trade secrets and plainly marked as "Trade Secret", "Confidential" or "Proprietary". Each element of a proposal which a contractor desires not to be

24x7 Service Desk considered a public record must be clearly marked as set forth above, and any blanket statement (i.e. regarding entire pages, documents or other non-specific designations) shall not be sufficient and shall not bind the City in any way whatsoever. If disclosure is required or permitted under the California Public Records Act, or otherwise by law, the City shall not in any way be liable or responsible for the disclosure of any such records or part thereof.

8.14 No Obligation

This RFP in no manner obligates the City to the eventual rental, lease, purchase, etc., of any goods or services offered until a valid written agreement is executed by the City and the selected proposer.

8.15 Termination

This RFP may be canceled at any time and any and all proposals may be rejected in whole or in part when the City determines such action to be in the best interest of the City of Santa Monica.

8.16 Sufficient Appropriation

Any agreement awarded for multiple years as a result of this RFP may be terminated if sufficient appropriations or authorizations do not exist. Such termination will be effected by sending written notice to the selected proposer. The City’s decision as to whether sufficient appropriations and authorizations are available will be accepted by the selected proposer as final.

8.17 Errors and Restrictive Specifications

If a proposer discovers any ambiguity, conflict, discrepancy, omission, or other error in the RFP, the proposer should immediately notify the City Contact designated in Section I, B. Without disclosing the source of the request, the City may issue a written addendum to clarify the ambiguity, or to correct the problem, omission, or other error.

If prior to the submission date, a proposer knows of or should have known of an error in the RFP but fails to notify the City Contact of the error, the proposer shall submit their proposal at his, her or its own risk, and, if awarded an agreement, shall not be entitled to additional compensation or time by reason of error or its later correction.

8.18 Legal Review

The City requires that all proposers agree to be bound by the General Requirements contained in this RFP.

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8.19 Governing Law

This RFP, and any agreement entered into pursuant to this RFP, are governed by the laws of the State of California.

8.20 Oral Changes and Basis for Proposal

Proposers may not rely upon oral explanations. All changes and addenda will be issued in writing. Only information supplied by the City in writing through the City’s Contact, or in this RFP should be used as the basis for the preparation of proposals.

8.21 Agreement Terms and Conditions

The agreement between the City and the selected proposer(s) will follow the format specified by the City and contain the terms and conditions set forth in Attachment B, Professional Services Agreement. However, the City reserves the right to negotiate with a successful proposer the final provisions or provisions in addition to those contained in this RFP. The contents of this RFP, as revised and/or supplemented, and the successful proposal will be incorporated into and become part of the agreement.

Should a proposer object to any of the City’s terms and conditions, as contained in this Section or in Attachment B, that…