RFP No. 26-1008 IT Support Services.pdf

PROPOSAL DOCUMENTS

FOR

INFORMATION TECHNOLOGY

SUPPORT SERVICES

RFP-26-1008

CITY OF LAKEWAY

1102 LOHMANS

CROSSING LAKEWAY, TX

78734

RFP 26-1008– City of Lakeway Information Technology Support Services Page 2

INFORMATION TECHNOLOGY SUPPORT SERVICES DEFINED TERMS

Terms used in this Request for Proposal have meanings indicated below which are applicable to both the singular and plural thereof.

Addenda – Additional changes to the Proposal documents: changes to Proposal documents are not final until/unless they are addressed in a formal written addenda.

After Hours – Any work beginning between 5:00 p.m. and 8:00 a.m. during the week or all day Saturday and all day Sunday.

Business Hours – Monday through Friday between 8:00 a.m. and 5:00 p.m.

Business Stopping Issues – Problems which halt productivity within the entire organization or problems that halt a process that has been identified as critical to the success of the City.

City – The City of Lakeway, Texas.

CJIS Compliance – Criminal Justice Information Services framework for protection of private or sensitive information gathered by local, state, and federal law enforcement agencies.

Contract – Formal and legally binding agreement entered into between the City and the winning proposer.

Contract Document – Those documents that comprise a contract, conditions of the contract (general, supplementary, and other conditions), plans and/or drawings, specifications, all addenda, modifications, and changes thereto, together with any other items stipulated as being specifically included.

Contractor – The Proposer to whom the City (on the basis of the City’s evaluation as hereinafter provided) makes an award.

Cooperative Contracts – programs that allow state and local government entities to purchase IT products and services at pre-negotiated rates and streamline procurement

On-site Service – Services performed at any location requested by the City.

PCI Compliance– Payment Card Industry framework for security and protection of credit card data.

Project – Provide information technology consulting services for the City of Lakeway, Texas.

Proposer – Person or entity who will submit Proposal documents to the City to provide information technology contract/consulting services.

Proposal Document – Those documents that comprise the plans and/or drawings, specifications, proposer information sheet, attachments, all addenda, modifications, and changes thereto, together with any other items stipulated as being specifically included.

Remote Service – Services performed from the proposer’s office.

Request for Proposal (Proposal) – Document posted by the City to elicit proposals from potential Contractor to provide information technology consulting services.

Service Level Agreement – a contract between service provider and customer that defines the expected level, quality, and scope of services for ticket and service resolutions.

Statement(s) – The Proposer declaration or recital of qualifications.

Work – The furnishing of all of the supervision, labor, material, equipment, services, and incidentals necessary to complete any individual item and the entire Contract and the carrying out of any duties and obligations imposed on Contractor by the Contract.

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REQUEST FOR PROPOSAL

Following is a summary of information for this Project.

The City of Lakeway, Texas, hereafter called the City, is requesting sealed written Proposals for furnishing all labor, materials, equipment, supervision, and incidentals, and for performing all Work required for the Information Technology Support Services, to include, in part:

The City of Lakeway is seeking a qualified Contractor who shall function in partnership with the City’s in-house information technology department. The technology contractor will work primarily remotely and on-site (one day a week minimum) to provide help desk support, troubleshoot end-user problems, perform routine maintenance on information system(s), use common network security practices, and perform other services related to information technology as they arise. On an as needed basis, the contractor will provide services to evaluate and assess current municipal processes and information system(s) for recommended enhancements, optimizations, upgrades or replacement.

Sealed Proposals will be received at the City of Lakeway City Hall, 1102 Lohmans Crossing, Lakeway, TX 78734 until 2:00 p.m. CST on July 30, 2026. Any proposals received after the closing time will not be accepted for consideration and will be returned unopened.

An optional pre-proposal virtual conference will be held on July 21 at 10:00 a.m. CST this is a virtual only meeting. The pre-proposal conference will give potential Proposers the opportunity to ask questions and learn more about the solicitation documents. The City will convey important proposal and other administrative requirements to the Proposers and receive questions regarding any ambiguities in the solicitation documents. Any document changes discussed at the meeting are not final until/unless they are addressed in a formal written addenda.

All proposals must be clearly marked on the outside with the following: “RFP #26-1008 – City of Lakeway Information Technology Support Services.”

Request of Proposal documents may be obtained free of charge at the City of Lakeway, 1102 Lohmans Crossing Road, Lakeway, TX 78734, by emailing Jill Ackerman, Purchasing Coordinator, jillackerman@lakeway-tx.gov or through the City’s website at https://www.lakeway-tx.gov/1291/Purchasing.

Clarification requests will not be accepted by telephone. All responses to clarification requests will be provided to all proposer in writing by email and publication on the City’s website. Questions pertaining to this Proposal must be received no later than seven (7) calendar days prior to the closing date of the Proposal.

Questions regarding this Proposal must not be directed to other City of Lakeway council, commission, nor committee members.

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REQUEST FOR PROPOSAL

CITY OF LAKEWAY, TX

PART 1 – GENERAL REQUIREMENTS

1.0 PURPOSE:

The City of Lakeway is seeking a qualified Contractor who shall function in partnership with the City’s in-house information technology department. The technology Contractor will work primarily remotely and on-site (one day as week minimum) to provide help desk support, troubleshoot end-user problems, perform routine maintenance on information system(s), use common network security practices, and perform other services related to information technology as they arise. On an as needed basis, the contractor will provide services to evaluate and assess current municipal processes and information system(s) for recommended enhancements, optimizations, upgrades or replacement.

2.0 SUBMISSION OF PROPOSALS:

2.1 The proposals must be received at the address specified below prior to the deadline.

The City will not consider any response to this solicitation that is not received at the address specified by the deadline, regardless of whether it has been received at a different department of the City.

The City will receive proposals at the time and location described below.

July 30 – 2:00 p.m. (CST)

Jill Ackerman Department of Finance City of Lakeway City Hall 1102 Lohmans Crossing Lakeway, TX 78734

2.1 The City will not acknowledge or consider qualifications that are delivered by telephone, facsimile (fax), or electronic mail (e-mail).

2.2 Properly submitted qualifications will not be returned to Proposers.

2.4 Qualifications must be enclosed in a sealed envelope (box or container) addressed to the point-of-contact person; the package must clearly identify the submittal deadline, the solution number, solicitation title, Contractor’s name, and return address.

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3.0 POINT-OF-CONTACT:

The City designates the following person as its representative and point-of-contact for this RFP. Proposers shall restrict all contact with the City and direct all questions regarding this RFP, including questions regarding terms and conditions and technical specifications, to the point-of-contact person.

Jill Ackerman Department of Finance City of Lakeway 1102 Lohmans Crossing Lakeway, TX 78734 Phone: 512-314-7522 Email: jillackerman@lakeway-tx.gov

4.0 PRE-PROPOSAL CONFERENCE:

4.1 An optional pre-proposal virtual meeting is scheduled for all prospective proposers as follows:

DATE: July 21, 2026 TIME: 10 a.m.CST PLACE: Virtual meeting

MICROSOFT TEAMS MEETING:

https://teams.microsoft.com/meet/219669923976703?p=WIM5FBwUQVCHAAL675

Meeting ID: 219 669 923 976 703 Passcode: XP2Pk2Xu

4.2 Any changes resulting from the pre-proposal meeting that affect specifications, the scope of work, or that may require an extension to the Proposal opening date will be an amendment to the RFP. Such amendment will be emailed directly to all attendees of the pre-proposal meeting and will be made available through the City’s website at https://www.lakeway-tx.gov/1291/Purchasing.

5.0 INTERPRETATIONS AND ADDENDA:

5.1 Interpretations or clarifications considered necessary by the Purchasing Coordinator, in response to such questions, will be issued by Addenda, and posted on the City’s website.

5.2 Any changes that affect specifications or the scope of service, or that may require an extension to the proposal opening date, will be an amendment to the RFP. Addendum, if any, will be made available through the City’s website at https://www.lakeway-tx.gov/1291/Purchasing.

It is the responsibility of the Proposers to check the City’s website for any addendums posted prior to submitting a proposal.

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6.0 TERM OF CONTRACT:

The contract term shall be for one (1) year commencing on the official notice to proceed. The Contract may be extended by mutual agreement between the parties hereto, on a month-to-month basis, or terms for not more than three (3) additional twelve (12) month periods. Any extension to the contract is subject to the availability and appropriation of funds and will be at the same awarded contract unit prices and under the same terms and conditions as specified herein.

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PART II – SCOPE OF WORK

1.0 SCOPE OF WORK:

1.1 The City of Lakeway is seeking a qualified Contractor who shall function in partnership with the City’s in-house information technology department. The technology Contractor will work primarily remotely and on-site (one day as week minimum) to provide help desk support, troubleshoot end-user problems, perform routine maintenance on information system(s), use common network security practices, and perform other services related to information technology as they arise.

1.2 The nature of the service will be ongoing support and to ensure there is no significant downtime, to include 24/7 monitoring of servers, switches, firewalls, access points, network and internet connectivity, and business critical services. The Contractor will need to work closely with a variety of departments within the organization, providing support as needed or instructed, providing coordination to ensure proper implementation of new technology, general management and operation, along with maintenance and/or troubleshooting of existing systems.

1.3 Contractor shall provide professional services during normal business hours: M-F 8:00 a.m. to 5:00 p.m. either by using remote tools or being on site. However, Contractor must be available 24 hours a day 7 days a week, including holidays, for business stopping issues that might occur. Response time for all business stopping emergency issues will be one hour maximum, and on-site response within 4 business hours if the issue cannot be resolved remotely.

1.4 On an as needed basis, the Contractor will provide services to evaluate and assess current municipal processes and information system(s) for recommended enhancements, optimizations, upgrades or replacement. The City’s primary support sites are as follows:

a. Activity Center – 105 Cross Creek

b. City Hall – 1102 Lohmans Crossing

c. Heritage Center – 963 Lohmans Crossing

d. Justice Center – 104 Cross Creek

e. Police Department – 1941 Lohmans Crossing

f. Public Works – 3301 Serene Hills Drive

g. Swim Center – 3103 Lakeway Blvd

1.5 Comprehensive support is all inclusive support for a City owned device or system that guarantees that the City will not incur any more charges to return that system to working state if there is a problem on that system.

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1.6 The Contractor will provide comprehensive support for, but not limited to:

a. Servers (software and hardware support)

b. Desktops/laptops (software and hardware support)

c. Network hardware (firewall, switches, APs, etc.)

d. Microsoft Office 365 Services, Exchange Admin Center Management, and Office tools

e. VPN management

f. Active Directory design and management, including group policy maintenance

g. Network security management

h. Daily monitoring and maintenance of backup solutions, including weekly tests to ensure usable backups, including optional full bootable off-site backup for all business-critical servers

i. 3rd party spam filtering service and disaster recovery email services which allow

City personnel the ability to send or receive email in the event of an outage which prevents access to the City’s production email system;

j. Notify the City in writing when Contractor discovers that the City is not in compliance with regards to 3rd party hardware or software licenses. The Contractor will then perform any installation or un-installation of software and hardware as needed to regain compliance.

k. Patch management for all covered servers and workstations for the following applications

i. Windows 11, Windows Server 2016 and above

ii. Microsoft Exchange Admin Center

iii. Microsoft Office 365 tools

iv. Adobe products (Creative Cloud, Acrobat, Reader)

v. Browsers (Google Chrome, Mozilla Firefox and Edge)

vi. Oracle Java (x86 and x64)

vii. Video Conferencing products (Zoom, GoTo Meeting, RingCentral, Google Meets, etc.)

viii. End point protection

ix. Vendor updates or patches for network equipment to include switches, firewalls, access points, etc.

l. CJIS configuration and expertise for full CJIS compliance

i. Assist in the management of all vendors that impact CJIS Security programs and practices in all applicable city departments.

ii. Assist in the delivery of any training that impact CJIS Security programs and practices in all applicable city departments.

iii. Assist in the maintenance of all policies and procedures that impact CJIS

Security programs and practices in all applicable city departments.

iv. Assist in the investigation of any potential violations of CJIS Security policies in all applicable city departments.

v. Attend any meetings or serve on any committees that impact CJIS

Security programs and practices in all applicable city departments.

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vi. Review and provide input on CJIS Security programs and practices in all applicable city departments.

vii. Perform internal vulnerability assessments, when required, to ensure CJIS compliance in all applicable City departments.

m. PCI configuration and expertise for full PCI compliance (Award based on availability of funds):

i. Assist in the management of all vendors that impact PCI Security programs and practices in all applicable city departments.

ii. Assist in the delivery of any training that impact PCI Security programs and practices in all applicable city departments

iii. Assist in the maintenance of all policies and procedures that impact PCI Security programs and practices in all applicable city departments

iv. Assist in the investigation of any potential violations of PCI Security policies in all applicable city departments

v. Attend any meetings or serve on any committees that impact PCI Security programs and practices in all applicable city departments

vi. Review and provide input on PCI Security programs and practices in all applicable city departments

vii. Perform internal vulnerability assessments, when required, to ensure PCI compliance in all applicable City departments

viii. Maintain the following reports and deliver when necessary: Patch management, antivirus management, system events, firewall events, internal vulnerability assessment, network inventory, and network topology.

ix. Assist in the planning and delivery of at least one disaster recovery/business continuity test for all critical systems that are related to PCI security programs per year.

1.7. Cybersecurity Protection (Award based on availability of funds):

a. Cybersecurity protection to include tactical action for identification and containment, remediation validation for malware/ransomware, phishing, PUP adware, account hijacking, and unpatched outdated software; and anti-virus and anti-malware management for all desktops and servers

1.8. Below is the City’s current inventory:

a. SERVERS: 23 server total, and additional servers added by the City

b. DESKTOP COMPREHENSIVE: 150 Dell Workstations & Laptops, and additional devices added by the City

c. NETWORK DEVICES:

i. 8 Firewall

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ii. 30 Network Managed Cisco Switch

iii. 20 Ubiquiti Wireless Access Point

iv. 5 QNAP Storage Devices

v. Additional network devices added by the City

d. The Contractor should have expertise in the following products and technologies:

i. Windows 11, Windows Server 2016 and above

ii. Microsoft 365 Admin Center

iii. Microsoft Active Directory, DNS, DHCP services management

iv. Microsoft Domain Controller management

v. Hypervisor technology (ESXi, Broadcom VMWare, Microsoft Hyper-V)

vi. Veeam Backup and Replication, and Unitrends backup, and data restoration process

vii. QNAP storage arrays

viii. Cisco managed switches and firewall devices

ix. Dell SonicWall firewalls

x. Meraki and Ubiquity wireless networks

xi. Layer 2 and 3 switching

xii. VLAN management

xiii. Tyler Technologies

2.0 MINIMUM QUALIFICATIONS:

2.1 Contractor should have significant measurable experience managing outsourced IT platform for municipalities. Contractor must have experience in all Microsoft products including but not limited to Microsoft 365 Admin Center, Office 365 apps, Microsoft Server (2016 and above), PowerShell scripting, and Windows Administrative Tools.

2.2 Contractor should have sufficient size and depth of management, resources, and staff to support the services require in the scope of work.

2.3 Contractor business for at least five (5) years providing Technology Services to Government Agencies.

3.0 PERSONNEL:

3.1 Contractor shall select, employ, train, and furnish personnel who are proficient, productive, and courteous to City staff and patrons. Contractor shall discipline, and if necessary, remove any person who fails to abide by the policies and guidelines established by Contractor. Contractor shall exercise reasonable control over the conduct of its employees and ensure they abide by all instructions, regulations and procedures established by the City. City shall have the right to request Contractor to remove any employee(s) who fail to meet these minimum standards.

3.2 The Contractor agrees that all employees that support the City must submit to the following:

a. Drug testing and full background checks.

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b. FBI Criminal Justice Information Systems records check will be conducted within 30 days upon initial employment or assignment. If a felony conviction exists, the hiring authority shall deny systems access. If a criminal record of any other kind exists, systems access shall be denied until the CSO (CJIS Systems Officer) or his official designee reviews the matter to determine if systems access is appropriate.

4.0 REPORTS:

4.1 Contractor shall provide a ticket summary per week or month, with information of tickets with state of the ticket with open, pending, hold, completed, closed, etc, and date tagging on each event change. Reports should provide transparency on the value of service of timely ticket resolutions

4.2 Backup report, showing currently used backups space and available data sets

4.3 Contractor shall provide a Service Level Agreement chart on priority classification and resolution estimate assignments for best case resolution, and any Service Level Agreements for after hour issues

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PART III - EVALUATION FACTORS AND AWARD

1.0 All properly submitted proposals will be reviewed, evaluated, and ranked by the City.

2.0 The City will select the most highly qualified proposer(s) of the requested services based on the criteria below and then attempt to negotiate with proposer(s) a contract(s) at a fair and reasonable price. Evaluation factors and associated point values are listed below:

Item Evaluation Factor Weighting

1 Company’s qualification, expertise, certifications, and relevant experience

20%

2 Company’s approach, methodology, work plan to meet all facets of the scope of work

25%

3 Demonstrated capability to meet all facets of the scope of work

20%

4 Service Provider fees 35%

Total 100%

3.0 The Proposal shall be a maximum of 30 printed pages and could be entirely adequate with considerably fewer pages. The cover, table of contents, and divider sheets does not count as printed pages.

4.0 Proposal shall be prepared simply, economically, and in order of stated criterion, providing a straightforward, concise description of the Proposer’s ability to meet the requirements of this RFP. Emphasis shall be on the quality, completeness, clarity of content, responsiveness to the requirements, and an understanding of the City’s needs.

5.0 The City will not compensate Proposers for any expenses incurred in the qualifications preparations or for any presentation that may be made, unless agreed to in writing in advance or required by law. Proposers submit qualifications at their own risk and expense.

6.0 Proposals that are qualified with conditional clauses, alterations, items not called for in the RFP documents, or irregularities of any kind may be subject to rejection by the City.

7.0 The City makes no representations of any kind that an award will be made as a result of this RFP. The City reserves the right to accept or reject any or all qualifications, waive any formalities or minor technical inconsistencies, or delete any item/requirements from this RFP when deemed to be in the City’s best interest.

8.0 The City of Lakeway, at its sole discretion, expressly reserves the right to request any additional information from a Proposer that is deemed relevant to this RFP. All responses in the qualifications will be reviewed for accuracy, and Proposer(s) may be required to provide additional information in support of those qualifications.

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9.0 An evaluation committee will review each response for solicitation compliance and technical scoring in each category using the following point system herein. The highest scored qualifications may be requested for an interview.

10.0 The award shall be considered in sequence in determining the scope of the award to the highest scored Proposer. Subject to the availability of funds, the award shall be in the following order:

10.1 Scope of Work specified services from 1.0 through 1.1 o. i. – vii.

10.2 Scope of Work specified services from 1.0 through 1.2 a. – i.

10.3 Scope of Work specified services from 1.0 through 1.3 a.

11.0 Recommendation for award is contingent upon the successful negotiation of the final contract terms. If contract negotiations cannot be concluded successfully with a time period, the City may terminate negotiations and commence with the next highest scored qualification or withdraw the RFP.

12.0 The contract award, if issued, shall be made to the Contractor(s) whose proposal, in the City’s sole discretion, furthers the City’s best interests. The contract may be awarded to one provider for all work, or to several providers for separately identifiable parts, based upon the Proposals received. No award shall be made until all necessary investigations have been made to determine the eligibility and responsibility of the Contractor under consideration and the proposal’s validity. The contract award shall be made by the City Council.

13.0 After the City’s contract award, the City will provide the Contractor with contract documents.

After proper contract execution, the Contractor shall return all required documents to the City within fourteen (14) calendar days. If the Contractor fails to return an executed contract to the City within the required time, the City has the right to cancel the award and contract.

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PART IV - PROPOSAL FORMAT

To achieve a uniform review process and to obtain a maximum degree of comparability, the City requires that proposals be submitted with a signed master (marked “Original”) and additional five (5) proposals (marked “Copy”) and one (1) electronic version of the proposal via a flash drive format. The Proposal shall be printed on letter-size (8-1/2” x 11”) paper and assembled with spiral-type bindings. DO NOT USE METAL-RING HARDCOVER BINDERS. One page shall be interpreted as one side of a printed, 8 1/2” X 11” sheet of paper. They are to include the following:

1.0 Transmittal Letter

1.1 Legal name of the company as registered with the Secretary State of Texas.

1.2 Address of the office that will be providing services.

1.3 Date of the proposal.

1.4 The name of the contact person who will be responsible for answering contractual questions with respect to the proposal.

1.5 Type of operation (individual, partnership, corporation, joint venture, etc.).

1.6 A statement explaining why the Proposer believes itself to be best qualified to do the required work. Include a description of the key differentiators that make your company and offerings stand out from your competitors.

1.7 The letter of transmittal shall be signed in permanent ink by a corporate officer or other individuals who have the authority to bind the firm. The name and title of the individuals(s) signing the proposal shall be clearly shown immediately below the signature.

2.0 Table of Contents:

2.1 Both physical and electronic versions should include a Table of Contents.

2.2 Physical form must have tabs dividing the sections.

2.3 Number all pages of the submittal sequentially using Arabic numerals (1, 2, 3, etc.).

TAB #1

TAB #2

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3.0 Criterion One – Firm’s Statement of Experience and Professional Qualifications, Expertise, Certifications, and Experience relevant to the RFP:

3.1 Describe your company’s qualifications.

3.2 Describe your company’s number of employees, organization structure and other information that demonstrate your expertise and capacity to provide the services.

3.3 Provide the experience and qualifications of the lead/project manager/individual person designated by the firm to provide information technology services to the City.

3.4 Provide information on certificates or licenses obtained by the designated

Contractor(s).

3.5 Provide special expertise that are unique in your organization.

3.6 Provide a detailed listing and description of experiences and other information that demonstrate your expertise and capacity to provide the service.

3.7 Provide the names of at least three (3) contracts for which your company had provided in-house information technology services for similar municipalities or similar projects completed in the past five (5) years. List in the order of priority. City of Lakeway reserves the right to contact listed municipalities at any time during the RFP process.

Provide the following information for each contract listed:

a. City’s name and address;

b. Contact person and email address

c. A brief overview of the work performed and a short description of the services;

d. The total fee.

4.0 Criterion Two – Describe your company’s methodology, approach, and work plan to providing services:

4.1 Briefly state your firms understanding of the services to be performed.

4.2 Describe the method and approach to be used to provide services.

5.0 Criterion Three – Demonstrate your company’s capability to meet all facets of the scope of work:

TAB #3

TAB #4

TAB #5

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5.1 Provide a statement on the availability and commitment of your firm and its principal(s), assigned project managers, and project team to undertake the Project.

5.2 Describe the number of concurrent projects the project team is currently responsible for during this time period that may interfere with this project.

6.0 Criterion Four – Provide a price proposal under Section II – Scope of Work with the breakdown of all fees per month for the following, and list any assumptions about the network or work to be done, along with exclusions to the services:

6.1 Support services – user reported issues or service issues

6.2 Equipment monitoring and support cost – cost breakdown for each type of device to support

6.2.1 Desktops

6.2.2 Laptops

6.2.3 Servers

6.2.4 Network Equipment (switches, firewalls, etc.)

6.2.5 Access points

6.2.6 Storage

6.3 Software monitoring tools – cost of tools used to support user request remotely, troubleshoot services, or monitor incidents on the network

6.4 CJIS Compliance – cost to support a CJIS environment

6.5 Onsite charges – cost for a requested onsite visit, or cost associated to resolve an issue

6.6 Onboarding fees – cost to place the network in a state to provide support services

6.7 (Optional) PCI Compliance – cost to work with vendor to be PCI compliant

6.8 (Optional) Cybersecurity Protection – cost and breakdown for additional cybersecurity protection if consultant has the ability to provide protection

TAB #6

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PART V – REQUIRED DOCUMENTATIONS

1.0 CONFLICT OF INTEREST QUESTIONNAIRE:

If required under Chapter 176 Texas Local Government Code, the Contractor shall complete the Conflict of Interest Questionnaire in accordance with the requirements of that Chapter.

The Contractor shall be solely responsible for the preparation of its Conflict of Interest Questionnaire, the accuracy, and completeness of the content contained therein and ensuring compliance with all applicable requirements of Chapter 176, Local Government Code.

Chapter 176, Local Government Code, Conflict of Interest Questionnaire (Form CIQ) is available at: https://www.ethics.state.tx.us/forms/conflict/

Sample Conflict of Interest Questionnaire – Form CIQ is attached as Form A, and Conflict of Interest Questionnaire Instruction is attached as Form B.

Contractor shall answer each question in the attached Form CIQ in relation to the following individuals and submit a completed form with its proposal:

LOCAL GOVERNMENT OFFICER TITLE

Thomas Kilgore Mayor Louis Mastrangelo Mayor Pro Tem Wes Hook Councilmember Logan Brown Councilmember Kelly Brynteson Councilmember Christopher Forton Councilmember Kent O’Brien Councilmember Joseph Molis City Manager Ashby Grundman Assistant City Manager Aaron Daigle Director of Finance Jarrod Wise Communications Director Glen Koen Chief of Police Erin Carr Building & Development Services Director Wendy Askey Human Resources Director Andra Bennett Parks & Recreation Director Dale Delong Public Works Director Leonard Molina Director of IT Judge Amy McHugh Presiding Judge

2.0 FORM 1295 CERTIFICATE OF INTERESTED PARTIES:

The awarded Contractor must file a Form 1295 (Certificate of Interested Parties) with the Texas Ethics Commission before the City can sign the contract. The form must list any interested parties, including anyone with 10% or more ownership or anyone who participated in negotiating the contract. The City cannot execute the agreement until Form 1295 has been filed and acknowledged.

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Changes to the law requiring certain business to file a Form 1295 are in effect for contracts entered into or amended on or after January 1, 2018. The changes exempt businesses from filing a Form 1295 for certain types of contracts and replace the need for a completed Form 1295 to be notarized. Instead, Sample of Form 1295 is attached as Form C.

Filing Process:

Proposers who are awarded contracts will be required to submit a signed Form 1295.

https://www.ethics.state.tx.us/filinginfo/1295/

The “identification number” to be used on Form 1295 for this procurement RFP No. 26-1008.

A copy of the submitted form must be submitted to the City of Lakeway before a contract is signed.

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SAMPLE CONTRACT

Information Technology Support Services Agreement

This agreement, made and signed this __________________, and between the City of Lakeway, Texas (“City”) and __________________ (“Contractor”). The City and the Consultant for the consideration stated herein agree as follows:

Section 1. Scope of Work

The City of Lakeway is seeking a qualified Contractor who shall function in partnership with the City’s in-house information technology department. The technology Contractor will work primarily remotely and on-site (one day as minimum) to provide help desk support, troubleshoot end-user problems, perform routine maintenance on information system(s), use common network security practices, and perform other services related to information technology as they arise.

The nature of the service will be ongoing support and to ensure there is no significant downtime, to include 24/7 monitoring of servers, switches, firewalls, access points, network and internet connectivity, and business critical services. The Contractor will need to work closely with a variety of departments within the organization, providing support as needed or instructed, providing coordination to ensure proper implementation of new technology, general management and operation, along with maintenance and/or troubleshooting of existing systems.

Contractor shall provide professional services during normal business hours: M-F 8:00 a.m. to 5:00 p.m. either by using remote tools or being on site. However, Contractor must be available 24 hours a day 7 days a week, including holidays, for business stopping issues that might occur. Response time for all business stopping emergency issues will be one hour maximum, and on site response within 4 business hours if the issue cannot be resolved remotely.

On an as needed basis, the Contractor will provide services to evaluate and assess current municipal processes and information system(s) for recommended enhancements, optimizations, upgrades or replacement.

The City’s primary support sites are as follows:

a. Activity Center – 105 Cross Creek

b. City Hall – 1102 Lohmans Crossing

c. Heritage Center – 963 Lohmans Crossing

d. Justice Center – 104 Cross Creek

e. Police Department – 1941 Lohmans Crossing

f. Public Works – 3301 Serene Hills Drive

g. Swim Center – 3103 Lakeway Blvd

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The City will receive the following comprehensive support for, but not limited to:Servers

a. Desktops

b. Laptops

c. Network hardware

d. Firewalls and network switches

e. All software and services installed on City devices

f. Microsoft Exchange email server management and support, including Outlook clients, Outlook web access and mobile devices (Windows, iOS, Android)

g. VPN management

h. Active Directory design and management, including group policy maintenance

i. Network security management

j. Daily monitoring and maintenance of backup solutions, including weekly tests to ensure usable backups, including optional full bootable off-site backup for all business-critical servers

k. 3rd party spam filtering service and disaster recovery email services which allow City personnel the ability to send or receive email in the event of an outage which prevents access to the City’s production email system;

l. Notify the City in writing when Contractor discovers that the City is not in compliance with regards to 3rd party hardware or software licenses. The Contractor will then perform any installation or un-installation of software and hardware as needed to regain compliance.

m. Patch management for all covered servers and workstations for the following applications

i. Windows 10, Windows Server 2016 and above

ii. On premises Exchange server

iii. Office Suite apps

iv. Adobe products (Creative Cloud, Acrobat, Reader)

v. Browsers (Google Chrome, Mozilla Firefox and Edge)

vi. Oracle Java (x86 and x64)

vii. Video Conferencing products (Zoom, GoTo Meeting, RingCentral, Google

Meets, etc.)

viii. Antivirus software

ix. Vendor updates or patches for network equipment to include switches, firewalls, access points, etc.

n. CJIS configuration and expertise for full CJIS compliance

i. Assist in the management of all vendors that impact CJIS Security programs and practices in all applicable city departments.

ii. Assist in the delivery of any training that impact CJIS Security programs and practices in all applicable city departments.

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iii. Assist in the maintenance of all policies and procedures that impact CJIS Security programs and practices in all applicable city departments.

iv. Assist in the investigation of any potential violations of CJIS Security policies in all applicable city departments.

v. Attend any meetings or serve on any committees that impact CJIS Security programs and practices in all applicable city departments.

vi. Review and provide input on CJIS Security programs and practices in all applicable city departments.

vii. Perform internal vulnerability assessments, when required, to ensure CJIS compliance in all applicable City departments.

Below is the City’s current inventory:

a. SERVERS: 14 server total, and additional servers added by the City

b. DESKTOP COMPREHENSIVE: 140 Dell Workstations & Laptops, and additional devices added by the City

c. NETWORK DEVICES:

i. 6 SonicWall Firewall Routers

ii. 9 Network Managed Cisco Switch

iii. 4 Ubiquiti Wireless Access Point

iv. 5 QNAP Storage Devices

v. Additional network devices added by the City

The Contractor should have expertise in the following products and technologies:

i. Windows 10, Windows Server 2016 and above

ii. Microsoft Exchange 2016 server

iii. Hypervisor (ESXi, VMWare vSphere client, Microsoft Hyper-V)

iv. Veeam Backup and Replication

v. QNAP storage arrays

vi. Cisco managed switches & ASAs

vii. Dell SonicWall firewalls viii.Mesh wireless networks

ix. Layer 2 and 3 switching

x. VLANs

xi. Tyler Technologies

The Contractor agrees that all employees that support the City must submit to the following:

a. Drug testing and full background checks.

b. FBI Criminal Justice Information Systems records check. These record checks shall be conducted within 30 days upon initial employment or assignment. If a felony conviction exists, the hiring authority shall deny systems access. If a criminal record of any other kind exists, systems access shall be denied until the CSO (CJIS Systems

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Officer) or his official designee reviews the matter to determine if systems access is appropriate.

Section 2. Quality of Work

2.1 Contractor shall guarantee that workmanship performed under this contract meets or exceeds established industry standards relating to quality, neatness, precision, completeness and attention to detail. The Contractor’s performance will be monitored closely and discrepancies will be relayed verbally by City staff. Failure to correct the discrepancies in a timely manner will result in a formal letter outlining the discrepancies and setting a 48 hour deadline for their correction to the City’s satisfaction. If the discrepancies are not corrected by the written 48 hour deadline, the City may terminate this contract. The City will not be responsible for payment of any invoice for unsatisfactory work performed under this contract for which written notice has been provided. When the Contractor has resolved all written discrepancies, any pending invoices will be paid.

Section 3. General

3.1 The Contractor agrees to employ only orderly and competent workers, skillful in performance of the type of work required under this contract. Contractor and their employees may not use or possess any firearms, alcoholic or other intoxicating beverages, illegal drugs or controlled substances while on the job or on City property, nor may such workers be intoxicated, or under the influence of alcohol or drugs, on the job. If the City notifies the Contractor that any worker is incompetent, disorderly or disobedient, has knowingly or repeatedly violated safety regulations, has possessed any firearms, or has possessed or was under the influence of alcohol or drugs on the job, the Contractor shall immediately remove such worker from performing work under this contract, and may not employ such worker again, under this Contract, without the City’s prior written consent.

3.2 The Contractor shall provide and pay for all materials, equipment, labor, transportation, fuel, and incidentals necessary for the furnishing, performance, and completion of the Contract.

3.3 The Contractor shall provide supervision to assure that all work will be done in accordance with this agreement. The Contractor will designate personnel to communicate with City staff regarding the performance of services as set forth in this agreement.

3.4 The Contractor shall, at all times, be vigilant against damage to existing equipment and facilities. The Contractor shall notify the City of such damage.

3.5 Contractor shall be responsible for loss or damage to property or bodily injury resulting from negligent acts of the Contractor or his work force.

3.6 Contractor shall be responsible for all required payroll taxes and related costs including, but not limited to, overtime, Social Security, employment insurance, and Worker’s Compensation insurance.

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3.7 All work shall be done by Contractor’s employees who are covered by all applicable insurance coverage. No work shall be done, pursuant to this agreement, by subconsultants without the written consent of the City.

3.8 Contractor shall possess all licenses and permits required to perform the work. All work is to be done in accordance with any applicable codes, ordinances and regulations.

3.9 All work shall be scheduled and completed in a manner that will ensure the minimum disturbance to City staff at each Work site.

3.10 The Contractor’s employees will observe all OSHA regulations, including the use of personal protective equipment. All equipment will be properly maintained and kept in a safe operating condition.

3.11 Contractor will provide a one (1) hour emergency telephone response and next business day emergency field repairs to each site. Consultant will be responsible for maintaining a mobile number when not in the office.

Section 4. Authority of Assistant City Manager

4.1 All work shall be done under supervision of the Assistant City Manager and/or the City’s authorized designee and to his/her satisfaction. The Assistant City Manager and/or authorized designee will decide all questions that may arise as to the quality and acceptability of materials furnished and work performed and as to the rate of progress of the Work; all questions that may arise as to the interpretation of the specifications; and all questions as to the acceptable fulfillment of the Contract by the Contractor. Additionally, management control of the criminal justice function remains solely with the Police Department.

4.2 The Assistant City Manager and/or authorized designee will have the authority to suspend the Work wholly or in part for such periods as he may deem necessary due to the failure of the Contractor to correct conditions unsafe for workers or the general public; for failure to carry out provisions of the Contract; for failure to carry out orders; for conditions considered unsuitable for the performance of the Work, including unfit weather; or for any other condition or reason deemed to be in the public interest. The Contractor shall not be entitled to any additional payments arising out of any such suspensions.

Section 5. Terms

5.1 This contract shall be in force for one year upon acceptance by the City Manager with three

(3) optional annual renewals. Annual renewals are predicated on sufficient budgetary allocation by the City Council for the renewal of the awarded contract. City Council shall be under no obligation to make such budgetary allocations.

5.2 This agreement may be terminated at any time by the City or the Contractor upon receipt of thirty (30) days’ prior written notice.

5.3 Any Work outside the scope of this Contract must be in writing and authorized, in advance, by the City.

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5.4 Any variations from this Contract must be in writing and agreed upon by both the City and the Contractor.

5.5 In the event that a service is added/removed, Contractor may give the City a revised price and the additional/remaining portfolio in writing. The City shall have thirty (30) days to accept/reject the price revision.

5.6 Neither the City or Contractor shall be held responsible for the failure or delay in delivery or acceptance of products where such failure or delay is attributable to any act of God or of the public enemy, war, compliance with laws, governmental acts or regulations, in any case, not in effect as of the date of this agreement, fire, flood, quarantine, embargo, epidemic, unusually severe weather or other causes similar to the foregoing beyond the reasonable control of the party so affected. The party seeking to avail itself of any of the foregoing excuses must promptly notify the other party of the reasons for the failure or delay or acceptance and shall exert its best efforts to avoid further delay.

Section 6. Indemnity

6.1 To the fullest extent permitted by applicable law, the Contractor and its agents, partners, employees, and consultants (collectively "Indemnitors") shall and do agree to indemnify, protect, defend with counsel approved by The City, and hold harmless the City and its affiliated enterprises, representatives of the City, and their respective officers, directors, employees and agents (collectively "Indemnitees") from and against all claims, damages, losses, liens, causes of action, suits, judgments and expenses, including attorney fees, of any nature, kind, or description (collectively "Liabilities") of any person or entity whomsoever arising out of, caused by, or resulting from the performance of services, or provision of goods, by Contractor pursuant to this contract, or any part thereof, which are caused in whole or in part by any negligent act or omission of the Contractor, anyone directly or indirectly employed by it or anyone for whose acts it may be liable even if it is caused in part by the negligence or omission of any Indemnitee, so long as it is not caused by the sole negligence or willful misconduct of any Indemnitee. In the event more than one of the Indemnitors are connected with an accident or occurrence covered by this indemnification, then each of such Indemnitors shall be jointly and severally responsible to the Indemnitees for indemnification and the ultimate responsibility among such Indemnitors for the loss and expense of any such indemnification shall be settled by separate proceedings and without jeopardy to any Indemnitee. The provisions of this article shall not be construed to eliminate or reduce any other indemnification or right which the City or any of the Indemnitees has by law.

6.2 Contractor shall protect and indemnify the City from and against all claims, damages, judgments and loss arising from infringement or alleged infringement of any United States patent, or copyright, arising by or out of any of the services performed or goods provided hereunder or the use by Contractor, or by the City at the direction of Contractor, of any article or material, provided that upon becoming aware of a suit or threat of suit for patent or copyright infringement, the City shall promptly notify Contractor and Contractor shall be given full opportunity to negotiate a settlement. Contractor does not warrant against infringement by reason of the City's design of articles or the use thereof in combination with other materials or in the operation of any process. In the event of litigation, the City agrees to cooperate reasonably with Contractor and parties shall be entitled, in connection with any such litigation, to be represented by counsel at their own expense.

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6.3 The indemnities contained herein shall survive the termination of any agreement or purchase order for any reason whatsoever.

Section 7. Insurance and Bonds

7.1 Insurance required by the Contract shall be obtained from an insurance company that is licensed by the State of Texas and authorized to issue insurance policies for the limits and coverages required by the Agreement.