The City of Woodinville’s Information Services (IS) department is requesting proposals (RFP) from qualified Service Providers, interested in providing On-Call (as-needed) IS Help Desk Services and IS Infrastructure Monitoring and Management on a 24x7x365 basis. The purpose is to provide a comprehensive set of IS managed services necessary for day-to-day IS operations and a long-term strategic plan to strengthen the City’s IS infrastructure. It is the City’s desire to continue to align itself with industry best practices to ensure business continuity, security, agile lean operations, and IS services to support City’s current and future business initiatives.

Qualified Service Providers are asked to prepare a proposal that addresses all value-added service requirements as outlined in the Scope of Services. 

The City includes 5 departments: Executive, Finance (which includes Procurement and IS), Public Works (which includes the Maintenance crew), Development Services (which includes Permitting and Building Inspections) and Police. City employees/staff operate out of either City Hall or the Public Works Maintenance Facility (which are only about 2 miles apart from each other).

Specifically, the Scope of Work shall cover but not be limited to the following:

IS Infrastructure Policies & Procedures:

• Policies and Procedures Best Practices – Service Provider may suggest policies and procedures, as well as templates in accordance with the industry best practice to meet the City’s business needs.
• Policies Management - Device security by managing computing security policies, users, groups, and permissions; Management services.
• Policies Enforcement - Security infrastructure and device management through maintaining effective policy enforcement and functionality across different environments; creating consistent security policies that can be coordinated across entire infrastructure i.e., LAN, WAN, Wi-Fi, cloud, endpoints, switches, firewalls, etc.

Proactive IS Services:

• 24/7 Remote Service Desk - Unlimited reactive and proactive support delivered by Service Provider’s staff. Include schedule resolution based on ticket severity level and time resolution.
• Automated Alerts – Included automated alerts on devices to ensure proactive and reactive support and issue redamation.
• Network Management Services – Includes unlimited time included on monitoring of all network elements and services to help address issues.
• Windows Server Management Services – Includes unlimited time spent on monitoring servers, and services to help proactively address issues.
• Endpoint Device Management Services - Includes time spent on helpdesk support, and services to help proactively address issues with end point devices (computes, workstations, laptops, network switches, firewalls, Wi-Fi, etc.)
• MS Autopilot Services – Includes unlimited time spent on configuration and updates of MS Autopilot polices and enrolled end point devices.
• Proactive Maintenance – Includes proactive maintenance and review of the City’s infrastructure to ensure that the City IS Infrastructure runs on the most stable latest supported version. Furthermore, proactive maintenance should include but will not be limited to:
  • Upgrading and maintaining virtual infrastructure.
  • Upgrading and maintaining firewalls.
  • Upgrading and maintaining Wi-Fi access points infrastructure.
  • Upgrading and maintaining end point devices.
  • Zero Day security patching.
  • Upgrading and maintaining SSL certificates.
  • Secure data wipe for all City devices.
• Remote Device Management, Security and Patching – Includes remote agents, security solutions, patch management services, etc. for devices on the network to ensure all devices are up to date, they can be serviced, monitored, patched, and secured.
• Assets Onboarding, Offboarding & Management – Includes onboarding, offboarding, management, and support of users, endpoint devices, hardware, software, user issues, etc.
• Secure Data Wipe – Includes secure data wipe on the City’s servers, end point devices, mobile devices, network devices, etc.

Backup Management and Recovery:

• Backup Management Services - Includes unlimited time spent managing City-wide local backups, remote off-site WAN NAS backups and cloud storage backups for Disaster Recovery of all City’s server data. Service Provider needs to include cloud storage solution to perform geographically diverse cloud backup and replication of all City server’s data.  Furthermore, the backup management needs to include a minimum of quarterly and annual testing to ensure backups are fully operational and the service provided can retrieve requested data as needed.
• Office 365 Cloud Backup – Includes backup & replication of active mailboxes, OneDrive, and SharePoint.

Security & Accessibility:

• Security Services - Includes management of current and new SSO & MFA services and configuration.
• Security & Monitoring – Includes 24/7 security & monitoring of Microsoft Office 365.
• VPN Services – Include management of VPN services to ensure secure connectivity.
• Conditional Access Policies – Includes management of MS Azure conditional access polices.
• DNS & Web Proxy Access – Includes secure Domain Name System (DNS) web access.
• Antivirus & EDR – Includes antivirus & malware with Endpoint Detection and Response (EDR) for all end point devices.

Communication & Knowledge Management:

• Monthly Review - Monthly Standards and Alignment Review to help identify gaps, risks and resolutions.
• Quarterly Business Review and Strategic IS Planning – Quarterly review of findings and recommendations in accordance with the industry best practice to meet the City’s business needs.
• Strategic Business Plan – Annual plan based on quarterly business reviews, City’s business initiatives, government mandated requirements, and industry best practices.
• Infrastructure Documentation - Access to Service Providers configuration of all City’s assets, networks, applications, licensing, etc.
• Remote Access - Work with the City’s internal IS staff and provision access to IS tools such as Remote Access to computers to allow the City’s IS staff to address Tier 1 issues if needed. The Service Provider and the City’s IS staff will determine which tools are appropriate.
• Cybersecurity Training – Regular ongoing cybersecurity training for City staff with phishing simulations.

All additional details including what must be included in the proposal, City's infrastructure information, and evaluation criteria can be found on Public Purchase (instructions below).

The last date to submit questions is by 2 PM local time on May 29th, 2024.

All interested and registered Service Providers must submit their proposal electronically through the Public Purchase portal only by 2 pm local time on June 5, 2024. Proposals received after the due date will not be accepted. Hand delivered or paper propsals are also not accepted.

(For instructions on how to get registered in Public Purchase go here: https://www.sharedprocurementportal.com/VendorRegistration . Note that it may take up to 24 hours for newly registered accounts. Registration is a 2-step process.  Step 1 is to register.  Step 2 occurs after you receive an activation email from Public Purchase. You will have to log back in, click on the “Tools” tab then, on the “Agencies” tab.  This will take you to the Agency search page. In the Agency name box type in “Agency Name”.  Leave the “new Agency since” box blank. Make sure Registration Status says “ALL”.  Click on “search”. This will bring up the Agency below. To the far right of it you will see “view” and “Register”.  Click on the “Register” link to complete the supplier registration with the Agencies. If you do not select “Woodinville” you will not appear to me as a registered vendor and you will not be able to access this RFP or download bid attachments).