Desktop Support (Smart City Challenge)

The City of Long Beach, California issued RFP TI-23-205 for Desktop Support services on January 10, 2023, with proposals due February 10, 2023, and has awarded the contract to Buzz Clan LLC following evaluation completion on March 1, 2023. This is a challenge-based procurement with no financial compensation during the initial six-month pilot period; any sustained or scaled contract beyond the pilot requires mutual agreement, funding availability, and City Council authorization.

The scope requires a mobile-friendly solution integrating with ServiceNow service management ticketing to enable Desktop Support staff to group tickets by geographic region, reducing travel time and resolution time for City employees' support requests. The system must include field dispatch planning and suggested travel route functionality. The City requires approximately 12 user licenses and 3 administrator licenses. Work may be performed remotely; physical attendance in Long Beach is not required. Performance metrics include reducing current resolution time by an average of two days with 90% of requests completed within six months, increasing work efficiency by 20% within six months, and reducing distance traveled by desktop support technicians by 20% within six months.

The initial contract term is six months, with potential for sustaining or scaling up to five years total if successful and subject to mutual agreement, funding availability, and City Council authorization. If sustained or scaled, payment will be issued within thirty calendar days of invoice based on services rendered. Minimum qualifications require being qualified to conduct business in Long Beach and not being debarred by federal, state, or local government. Evaluation criteria are originality (25% weight), feasibility (25%), qualifications (15%), impact (15%), data governance (10%), and understanding of the challenge (10%).

Insurance requirements include commercial general liability of $1 million per occurrence and $2 million general aggregate, commercial automobile liability of $500,000 combined single limit, professional liability or errors and omissions of $1 million per claim, and electronic data processing/cyberspace liability of $1 million per claim. The Equal Benefits Ordinance applies if contract value reaches $100,000 or more.