Purpose: The Town of Selma is seeking proposals from qualified, knowledgeable, and experienced companies to provide Information Technology (IT) management services. We encourage companies to submit the most comprehensive proposal possible. The Town has a Windows based computer network infrastructure. The Town is seeking a qualified vendor to provide technical support for this infrastructure, in the form of general network support including 24/7 monitoring services, security services, maintenance of hardware, updates to software, troubleshooting/repair on all computer systems and network server equipment, training and onboarding of new employees, coordination with Tyler Technologies, as well as backup and disaster recovery services through a mix of remote and onsite efforts. Also, of importance, is the ability of the vendor to deliver high quality help desk support that recognizes the varying levels of technical aptitude of Town staff and provides said support in terms that can be understood by a layman. The Town may also look to the successful vendor for special project consulting from time to time such as installation of software, short and long-range IT planning, and other related services. The company chosen will need to work closely with all Town departments, providing support as needed or instructed. The proposer will provide general professional services on an as-needed/as-instructed basis, primarily during normal business hours (M-F 8:00 a.m. to 5:00 p.m.), either remotely or on-site. However, the vendor must be available 24 hours a day, seven days a week, including holidays, to continuously monitor network operations and proactive engineering services by qualified support. Objectives: Our primary objectives are to better manage the cost of maintaining this network and improve user satisfaction with the system, while maintaining a robust network that ensures the security of sensitive data in compliance with Federal and State regulations. Scope Existing Equipment: • 91 Desktop & Laptop Workstations • 1 Physical Server • 3 Cloud Based Servers – Microsoft Azure The company must provide the following services and support items, covered in the fixed monthly fee: 1. Monitoring Services • 7x24 Monitoring & Alerts • 7x24 Incident Response Services • Performance Data Collection and Reporting • Managed Anti-Virus/Anti-Spam • Virus incident reporting • Backups Monitor and Management • Malware Filtering • Managed and Monitored Security Patches applied as needed from Microsoft. Patch both PC’s and Servers. 2. Managed Services • IT Director Services • Annual IT Budget Recommendations and Development • Single Point of Contact for all IT Issues • Managed Server Support • Managed Network Support • 24/7/365 help desk phone and online support • 7x24 Onsite Support availability • 3rd Party Vendor Management • Managed PC Support • Remote/Mobile Access for all staff • Manage Cloud Backups • Manager Cloud Disaster Recovery Services • Office365 3. VCIO – IT Director Services The selected vendor must include a Virtual CIO (IT Director) as part of their managed service solution. This individual’s function is dedicated to overseeing the successful management of the Town's IT operations. The VCIO must have a minimum of 5 years CIO level experience in managing, planning, and budgeting IT operations for major entities. We are looking for someone to help with and create the annual budget for our IT department needs. Please provide references from NC municipalities. It is not an acceptable solution for a vendor’s day to-day support engineer to also preform the VCIO function. This must be a dedicated function.
