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.