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5To: The Honorable Mayor & Members of the City Commission From: Hector Mirabile, Ph.D., City Manager Date: October 19, 2010 Agenda Item No.: Subject: A Resolution of the Mayor and City Commission of the City of South Miami, Florida, authorizing.the City Manager to execute and issue a Purchase Order for FY 2010 -2011 to the firm International Data Consulting (IDC) a Multimedia and Information Technology Consulting Services; and providing for an effective date. Background: In light of the current changes in the MIS Division, the City has contracted with International Data Consultants (IDC). By contracting the services of International Data Consultants (IDC) a Multimedia and Information Technology Consulting Firm which will bring much needed assistance to the City's MIS Department in maintaining the network infrastructure. IDC is currently on a State of Florida Contract and preventive service to several South Florida cities. Cost: $166,400 Funding Source: 001- 1340 -513 -3450 Contractual Services, with a current balance of $206,375 Backup Documentation: ❑ City of South Miami Information Technology Support Services 2 3 4 RESOLUTION NO.: A Resolution of the Mayor and City Commission of the City of South Miami, Florida, authorizing the City Manager to execute and issue a Purchase Order for FY 2010 -2011 to the firm International Data Consulting (IDC) a Multimedia and Information Technology Consulting Services; and providing for an effective date. Whereas, the City of South Miami has executed a contract with International Data Consultants (IDC) a Multimedia and Information Technology Consulting Firm; and Whereas, the City of South Miami has taken the necessary steps, utilizing prices quoted through the competitive biding process performed by the State of Florida (SPURS Vendor Number: F6504882120991) to procure information technology at a competitive price; and Whereas, International Data Consultants (IDC) is a multimedia and informational technology consulting firm that specializes in helping corporations, government agencies and non - profit institutions apply and use technology for successful and profitable business growth. International Data Consultants (IDC) can help implement technology systems consulting and technical services, local area network design, project management, installation and maintenance and e -mail system design installation; and Whereas, International Data Consultants (IDC) has been in business since 1994; and Now, therefore, be it resolved by the Mayor and City Commission of the City of South Miami, Florida that: Section 1: The Mayor and City Commission authorize the City Manager to execute and issue a Purchase Order for the purpose of paying International Data Consultants (IDC) as per executed Letter of Agreement at a rate of $65 per hour for services from Monday 8:30 AM through Friday 6:00 PM. Any request for work from Friday at 6:01 PM through Monday at 6:59 AM is invoiced at double time or $65 per hour in I hour increments. The City of South Miami can terminate the Agreement at will or on 30 days notice to International Data Consultants (IDC). Section 2 This resolution shall be effective immediately. Passed and Adopted this _day of 2010. Attest: City Clerk Read and approved as to form and sufficiency: royfivMfflfffilrawl Approved: Mayor Commission Vote: Mayor Stoddard: Vice Mayor Newman: Commissioner Palmer: Commissioner Beasley: Commissioner Harris: IY �� M MOM -�Y � n ini�pnf I I 1 UNI 1 City of South Miami Information Technology Support Services The City of South Miami finds itself in much the same situation the Miami Dade County Health Department (DOH) did in 1999. In 1999 the DOH had out of date Intel servers, Unisys minicomputer that was not only very expensive to support and maintain but one that needed to be replaced because it was not Y2K compliant and minimal if any backups of their data. In general their Information Technology (IT) was aged, in sever disrepair and in need of extensive redesign in order to make IT a viable useful tool instead of a continuous headache. International Data Consultants (IDC) was hired to rebuild the IT environment, implement a quality measurable IT service infrastructure, create process and procedures for IT operations and provide a disaster response plan for the DOH all while adhering to State of Florida DOH IT requirements. The DOH at that time had in excess of 24 locations, 1100 users and over 900 workstations. IDC first implemented a hosted helpdesk solution and staffed the IT department with 3 Engineers, 1 Helpdesk Manager and 1 Sr. Engineer Manager. Projects and implementations were augmented with other IDC staff as needed. With the 5 staff on site full time IDC was able to: • Redesign and re- implement the local area and wide area networks supporting all 24 locations. • Migrate the Unisys minicomputer to a much more cost effective Intel/ Microsoft structure with no production down time and no compromises in quality of application while saving in excess of $500,000 the first year and over $125,000 in subsequent years. • Maintain a 98% customer service satisfaction rate based on helpdesk survey metrics. • Secure the DOHs data in the form of backups and store them offsite for disaster recovery purposes. • Create a disaster response plan for both natural disasters and potential medical disasters. • Consolidate circuits and reduce the overall base IT costs throughout the DOH. International Data Consultants, Inc 13302 SW 128' Street, Miami, Florida 33186 P 305 - 253 -7677 F 305 - 253 -7657 The City of South Miami has: • An aging fleet of servers with minimal and in some cases no backups. • No defined disaster recovery plan. • A very expensive minicomputer (AS400) in need of replacement or upgrade. • No helpdesk and no metrics defining customer satisfaction. • No drawing, control or understanding of the number and types of circuits comprising the local and wide area networks • Improperly maintained Active Directory structure. • No IT plan for the future. • No control of cellular phones and cellular data services. • An ageing phone system. In effect a very similar situation to the Miami -Dade County DOH in 1999. The proliferation of new technologies in today's market, coupled with a constantly growing list of new internal system requirements, creates a challenging situation for today's Information Technology executives. With the high cost of designing, implementing and supporting technology solutions, decision- makers in the IT arena cannot afford to experiment. Things have to be done right the first time. These challenges can be especially daunting for local city governments who are faced with tight budgets and timeframes within which to meet a broad array of internal and external customer requirements. More than ever before, executives must have answers to difficult questions such as: ■ What technology do we need today in order to meet our business objectives? What about 6 -12 months from now? • Which new technologies will lower costs and improve efficiency? Which technologies should be avoided? • What is the most cost - effective way to implement wide and local area networks in compliance with local, national and internal security requirements? • How do I manage the associated coordination and integration of hardware, software and network protocols with minimal disruption to daily operations? • How do I build an IT team with strengths in many diverse areas — telecom, networking, Internet, email, enterprise resource planning, office automation, database support, video conferencing, multimedia, mobile services, etc.? Having sound answers to these questions will largely define the success of government technology initiatives in 2010 and beyond. Even the most technology -savvy government agencies are realizing that, in addition to mastery of their core service International Data Consultants, Inc 13302 SW 128th Street, Miami, Florida 33186 P 305 - 253 -7677 F 305 - 253 -7657 offering, they must also invest heavily in a sound internal IT strategy that will enable them to support their core business processes for years to come. Too few agencies are actually investing in a sound technological foundation. Most agencies continue to struggle with an overload of IT- related work, limited access to technology experts, a prevalence of conflicting or redundant technology initiatives among different departments, and insufficient budgets to afford senior level engineers for complex projects. The result: A large number of government agencies do an ineffective job of defining their technology strategies, and implementing technology systems that will be necessary for success. To avoid these problems, an increasing number of organizations are outsourcing critical IT functions, including senior engineering and IT executive roles. In an outsourcing model, organizations reap the benefits of having access to a wide range of talented personnel without the complexities associated with recruiting, hiring and training full - time staff. This enables the agency employees to focus on their core business, and not have to double as technology gurus. Outsourcing forges a partnership between a city and a technology consulting firm, with the mutual goal of meeting the city's IT goals within, or under, budget and in full alignment with service growth plans. A qualified outsourcing firm can bring a broad array of talent to the city — ranging from senior level technology consultants and "Virtual CIO's" who help set direction and interact with senior staff, to technicians and project managers who work side by side with employees to execute approved IT projects. International Data Consultants, Inc 13302 SW 128th Street, Miami, Florida 33186 P 305 - 253 -7677 F 305 - 253 -7657 City of South Miami Information Technology Outsourcing Structure Staff: The staff advantages of an outsourced model are obvious: • No HR overhead such as health insurance, vacations or sick days. • No training costs, those are borne by IDC. • Staff serves at will and can be dismissed at any time for any reason. • No myopic view of environment, IDC staff see 100's of networks and businesses per year bringing that knowledge to the City of South Miami. • Enterprise level IT management with 26 years experience helping to create IT direction in the city. System Analyst (2080 Billable Hours Per Year) State of Florida IT Outsourcing Contract Position Code : 1240.00 IDC would provide the above individual 8:30am — 5:30pm Monday through Friday and scheduled meetings for recording, to assume the duties listed below as part of the base price. • Management of resources and services on the network such as Backup verification and rotation of tapes. Access permissions to resources and creation of accounts in Active Directory. • Desktop support for network users • Helpdesk complete with ticketing system and metrics (See Addendum A) • Maintenance of all Operating System updates and Software Updates • Management of hand held devices • Management of phone system changes • Manage of website changes and updates • Manage and maintain the video security system • Review of monthly cell /telephone /datacom bills for accuracy • Record the various meetings as required by the City Manager Any additional System Analyst time would be available at $65 per hour as approved. International Data Consultants, Inc 13302 SW 128`h Street, Miami, Florida 33186 P 305 - 253 -7677 F 305 - 253 -7657 Additional Engineering / Management Time System Analyst (480 Billable Hours Per Year) State of Florida IT Outsourcing Contract Position Code : 1240.00 IDC would provide the above individual(s) on an as needed basis up to 480 Hrs per year as part of the base price. • Perimeter Security • Server updates /upgrades • Design /implementation of network topology and changes • Tier 2 and 3 level network support • Implementation of new finance system • Contract review and recommendations • Telco review and recommendations • Management of Senior Engineers • Management of onsite System Administrator • Liaison with City Manager and Finance Director • Review of monthly helpdesk metric • Ensure quality of service • Overall design and planning for IT Any Additional Engineering / Management Time would be available at $110 per hour as approved. NOTE: ALL IDC staff dealing with the City of South Miami account are to be vetted by the city in the same manner as any city employee would be. This is not only expected, it is encouraged to ensure the city has the same level of trust in IDC employees it would have in city employees. International Data Consultants, Inc 13302 SW 1281h Street, Miami, Florida 33186 P 305 - 253 -7677 F 305 - 253 -7657 Cost & Billing Structure: Please note, since the City of South Miami is in a rebuilding mode with regards to its IT environment the outsourcing costs for the first year would be slightly more than subsequent years. On a monthly basis, the city will be provided with a report showing actual utilized time versus projected monthly allocation. The monthly allocation is based on the number of work days in a month, the System Analyst will be available a total of 8 hours per work day (nine hours minus one hour for lunch). Additional Engineering / Management Time are allocated interchangeably for a total of 40 hours per month as part of the outsourcing agreement. Included at no additional cost, will be a SaaS helpdesk by Rhesolution Software (See Addendum A). This is the same helpdesk IDC implemented at the DOH. It was well received and DOH management was very happy with the metrics provided by the software. Since the helpdesk is hosted by the manufacturer and is access via the web no investment is required by the city. The city requires, as part of IT responsibilities, that an IT staff person is available to record important city meetings that occur after normal business hours. The city has scheduled 5 meetings per month that average 3 hours in length. Additionally, adhoc after hour meetings requiring recording are called throughout the year. IDC has included at no additional charge, up to 252 hours per year of meeting recording time. This is 21 hours per month of meeting recording time. Should the city exceed the 252 hours allocated in the outsourcing contract, IDC can provide a system analyst at a rate of $65 per hour for after hours meeting recording. The annual cost of this Information Technology outsourcing agreement is $166,400. Based on 2009 City of South Miami Budget numbers the city spent in excess of $232,000 for IT personnel. IDC respectfully suggests that we can provide the City of South Miami with significantly higher quality service while saving the city in the first year in excess of $65,000. International Data Consultants firmly believes in providing the highest quality services. We back this up by NOT requiring annual contract with the city. IDC serves the City of South Miami at the city's pleasure and only request 30 days advanced notice prior to any change in the status of our relationship. International Data Consultants, Inc 13302 SW 128" Street, Miami, Florida 33186 P 305 - 253 -7677 F 305 - 253 -7657 We feel this model allows the City of South Miami senior staff access to highly qualified personnel without the normally high expense of very specialized full time IT staff. As always, should you have any questions or need any additional information please feel free to contact me at any of the numbers listed below: Office: 305 - 253 -7677 Cell: 305 - 298 -8373 Email: ddeblois @intldata.com Sincerely, Dennis R. Deblois President & CEO International Data Consultants, Inc International Data Consultants, Inc 13302 SW 12816 Street, Miami, Florida 33186 P 305 - 253 -7677 F 305 - 253 -7657 Help Desk Procedures: When a user has a computer issue the procedure for helpdesk will vary based on the severity of the issue and the user's ability to access the Internet. • If the user has access to the Internet they will go to the Rhesolution website and enter a request for support • If no Internet is available, the user will call the helpdesk phone number and the ticket will be entered by Helpdesk support • If the Internet outage is citywide, the help desk operator will fill out a one page help desk form provided by IDC then place a phone call to IDC to log the call into the help desk. • The system will notify the onsite System Analyst via email accessible from the IDC provided Pad immediately upon submission. • The onsite System Analyst will review all support tickets and determine the priority of the tickets as well as make a determination of the resources necessary to address the issues. • Customers will be contacted either via email or phone to set up a resolution time. • The System Analyst visits the customer or initiates a remote session to resolve the issue. o If System Analyst original determination labeled ticket as Tier 2, a System Analyst will perform repairs • Once resolved, the helpdesk ticket is closed and the Customer receives automated Quality of Service Survey International Data Consultants, Inc 13302 SW 128" Street, Miami, Florida 33186 P 305 - 253 -7677 F 305 - 253 -7657