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HomeMy WebLinkAboutDS Server Administration Support Services____________________________________________________________________________________ FOR CITY CLERK ONLY File No.: 4-3-842 Council Meeting: 02/19/2019 Disposition: Resolution 14637 Agenda Item No: 4.c Meeting Date: February 19, 2019 SAN RAFAEL CITY COUNCIL AGENDA REPORT Department: DIGITAL SERVICE AND OPEN GOVERNMENT Prepared by: Rebecca Woodbury, Director City Manager Approval: ______________ TOPIC: SERVER ADMINISTRATION SUPPORT SERVICES SUBJECT: RESOLUTION AUTHORIZING THE CITY MANAGER TO EXECUTE A PROFESSIONAL SERVICES AGREEMENT WITH INSITE NETWORKS, INC. FOR SERVER ADMINISTRATION SUPPORT SERVICES, IN AN AMOUNT NOT TO EXCEED $160,000 RECOMMENDATION: Adopt a resolution authorizing the City Manager to execute an agreement with INsite Networks, Inc. for server administration support services in an amount not to exceed $160,000. BACKGROUND: As part of the City’s technology operations, the Department of Digital Service and Open Government Network Division manages the design, configuration, administration, and maintenance of the City’s computer network and related infrastructure. In doing so, the Network Division is responsible for providing server administration support services to all City departments. This service ordinarily includes various system administration tasks, such as adding and removing user accounts, installing new software on the servers, configuring settings at the server level, and troubleshooting issues with performance or functionality. The City currently contracts with a third-party vendor, INsite Networks, Inc. (INsite Networks), to augment City staff where additional capacity is needed or specialized skills are not available in-house to ensure that our network and related infrastructure are adequately maintained. ANALYSIS: In November 2016, the City Council approved a professional services agreement with INsite Networks for one year of server administration support services in an amount not to exceed $180,000. This agreement was renewed for an additional year, through November 2017. Under this agreement, INsite Networks has adequately provided such services to the City, which has included, but is not limited to, the following: •Respond to Departmental requests for support by scheduling the appropriate technician(s) to work on-site at City facilities or off-site with remote access to the City’s computer network •Advise staff and/or assigned project managers of any issues that come up which may impact INsite Network’s ability to complete support requests within desired timelines •Maintain a record of hours worked per technician and per day, including enough detail to correlate work performed on tasks assigned by Department staff SAN RAFAEL CITY COUNCIL AGENDA REPORT / Page: 2 •Provide the City with detailed timesheets at least once per month on the hours worked and work performed by technicians during the course of providing support •Ensure technicians document work performed in the City’s Help Desk management software system, with enough detail to allow customers and other technicians to understand status of each request •Assist Department staff with documenting standard support procedures and advise staff when changes to procedures may help improve the City’s business practices Taking into consideration the performance of INsite Networks to provide server administration services to the City, staff recommends that the City enter into a new agreement with INsite Networks (Attachment 2), for the remainder of Fiscal Year 2018-19, to maintain the level of service provided by the Network Division team. Under the proposed agreement, Departmental staff will continue to oversee the provision of services provided by INsite Networks, regardless of the department that originally requests such services. FISCAL IMPACT: The not-to-exceed amount of the proposed agreement is $160,000. Funds are budgeted and available in the FY 2018-19 Management Services – Information Technology Division operating budget as follows: Technology Fund ($160,000). The Department will have its own budget, under its new name, in FY 2019-20, and will request funding as needed for any follow-on contracts as part of the normal budget process. RECOMMENDED ACTION: Adopt a resolution authorizing the City Manager to execute an agreement with INsite Networks, Inc. for server administration support services in an amount not to exceed $160,000. ATTACHMENTS: 1.Resolution 2.Exhibit 1 to Resolution: Professional Services Agreement with attached Exhibit A RESOLUTION NO. 14637 RESOLUTION OF THE CITY COUNCIL OF THE CITY OF SAN RAFAEL AUTHORIZING THE CITY MANAGER TO EXECUTE A PROFESSIONAL SERVICES AGREEMENT WITH INSITE NETWORKS, INC. FOR SERVER ADMINISTRATION SUPPORT SERVICES IN AN AMOUNT NOT TO EXCEED $160,000 WHEREAS, the City of San Rafael requires on-going assistance and support with the administration of its server computers in order to maintain their operational effectiveness, as well as to respond to departments’ request s for services (“server administration support services”); and WHEREAS, INsite Networks, Inc. (“I nsite Networks”) is experienced in providing server administration support services; and WHEREAS, on November 10, 2015, the City and Insite Networks entered into an agreement for server administration support services (the "original Agreement"), with the initial term ending on November 9, 2016; and WHEREAS, on October 31, 2016 the City and INsite Networks amended the original Agreement to extend the term of the original Agreement to a term ending November 9, 2017; and WHEREAS, INsite Networks has satisfactorily provided server administration support services to the City; and WHEREAS, INsite Networks has the training and experience to provide, and is willing to provide, server administration support services to the City; and WHEREAS, the City desires to enter into a new agreement with INsite Networks to provide server administration support services to the City for a five-month term, beginning February 1, 2019 and ending June 30, 2019; and WHEREAS, City funds in the amount of $160,000 are budgeted and available for expenditure in the FY 2018-19 Management Services – Information Technology Division operating budget as follows: Technology Fund ($160,000); NOW, THEREFORE BE IT RESOLVED, that the City Council hereby authorizes the City Manager to execute a professional services agreement with INsite Networks, Inc. for server administration support services in an amount not to exceed $160,000, in the form attached as Exhibit 1 and incorporated herein by reference, subject to final approval as to form by the City Attorney. I, Lindsay Lara, Clerk of the City of San Rafael, hereby certify that the foregoing Resolution was duly and regularly introduced and adopted at a regular meeting of the San Rafael City Council held on Tuesday, the 19th day of February 2019, by the following vote: AYES: NOES: ABSENT: COUNCILMEMBERS: Bushey, McCullough & Mayor Phillips COUNCILMEMBERS: None COUNCILMEMBERS: Colin & Gamblin ______________________________ LINDSAY LARA, City Clerk 1 “EXHIBIT A” to Agreement with INsite Networks, Inc. for Server Administration Support Services SCHEDULES AND RATES For billing purposes, normal service hours are 8:00 a.m. to 6:00 p.m. Monday through Friday except holidays. CONTRACTOR’s normal service response time will be 8 hours or better. For service calls requested before 12:00 p.m. on a weekday, CONTRACTOR will make every effort to respond on the same business day. For service requested after 12:00 p.m., service may occur on the next business day. CONTRACTOR will do everything possible to perform emergency service which is deemed necessary and cannot wait until the next day. In the event that emergency service is required which is not part of the selected service level, CONTRACTOR’s technician time will be billable from portal to portal. A premium rate of 1.5 times the standard hourly rate will apply if service is provided outside of the 8:00 a.m. to 6:00 p.m. window at the request of CITY. Work performed on Saturdays and Sundays at the request of CITY will also be billed at the premium rate. Work requested by CITY to be performed on Holidays will be billed at a special holiday rate of 2 times the standard hourly rate. For the term of this agreement, CITY shall pay CONTRACTOR at the following agreed upon standard hourly rates: Network Administrator - $125 per hour Desktop Technician - $65 per hour Upon mutual agreement of the CITY and CONTRACTOR, the standard hourly rates may be renegotiated at the start of each optional extension period of the Agreement. CONTRACTOR RESPONSIBILITIES CONTRACTOR will provide technicians to assist the CITY’s Department of Digital Service and Open Government (DSOG) with handling server administration and day-to-day help desk service requests. This will include the following tasks: - Respond to DSOG requests for support by scheduling the appropriate technician(s) to work on- site at CITY facilities or off-site with remote access to the CITY’s computer network. - Advise DSOG staff and/or assigned project managers of any issues that come up which may impact CONTRACTOR’s ability to complete support requests within desired timelines. - Maintain a record of hours worked per technician and per day, including enough detail to correlate work performed on tasks assigned by DSOG. - Provide CITY with detailed timesheets at least once per month on the hours worked and work performed by technicians during the course of providing help desk support. 2 - Ensure technicians document work performed in the DSOG help desk management software system, with enough detail to allow customers and other technicians to understand status of each request. - Assist DSOG staff with documenting standard support procedures and advise DSOG when changes to procedures may help improve CITY’s business practices. - Adhere to the City’s network security and configuration control guidelines as required. CITY RESPONSIBILITIES Provide CONTRACTOR with current network configuration information, as available. Provide CONTRACTOR technicians with remote access to CITY network for monitoring and troubleshooting when not working on-site. Provide CONTRACTOR technicians with suitable workspace and direct network access when working on-site. Assign help desk work requests to CONTRACTOR, establish procedures for self-assigning requests from help desk software system queues, and advise on priorities for accomplishing work. Participate in meetings with CONTRACTOR as needed to manage support services and/or projects. Review CONTRACTOR timesheets for help desk support and project work hours in preparation for processing invoices for payment.