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IDC - FY 2014 Proposal_______________________________________________________________________________________ International Data Consultants, Inc. 13302 SW 128th Street Miami, Florida 33186 Tel: 305-253-7677 Fax: 305-253-7657 City of South Miami Information Technology Support Services 2014 Proposal Over the last 12 months International Data Consultants (IDC), has helped the City of South Miami (City) continue to deliver quality Information Technology (IT) systems as well as complete new IT projects for the City. The following are some examples of the improvements to the City’s IT environment:  IDC has researched, designed and is implementing an FDLE FIPS Two Factor Authentication and Encryption security structure for the South Miami Police Department. Each officer’s laptop has had the hard drive encrypted and a physical “key” has been added to the login process to adhere to FDLE standards.  IDC is working with the MESH network designer to ensure compatibility with the parking systems as well as possible future uses for the downtown MESH network.  IDC installed, configured and is maintaining the Laserfiche digital document repository for the City.  IDC spearheaded and managed the digitizing of over 20,000 pages of large format documents and over 900,000 pages in historical City documents. The documents have been loaded into the Laserfiche server to provide availability to staff throughout the City.  IDC is currently soliciting quotations for the replacement of the AV digital recorder player for channel 77. This project will be done by 9/30/13.  IDC worked with Immersive Solutions to implement the new ESRI GIS server providing one location and repository for all GIS information for the City.  IDC worked with Code Enforcement in order to replace aging, failing laptops in the CE division with Apple iPads.  IDC was involved in the original design and assisted extensively with the installation of the new ShoreTel VOIP phone system for the city.  IDC designed, implemented and is now maintaining the CRA Educational Computer Lab at the Gibson/Bethel Community Center. _______________________________________________________________________________________ International Data Consultants, Inc. 13302 SW 128th Street Miami, Florida 33186 Tel: 305-253-7677 Fax: 305-253-7657  IDC has redesigned and managed the LAN rewiring and relocation of several LAN closets (IDFs) throughout the City.  IDC successfully relocated well over 75% of administrative staffs IT equipment (Computers, Phones, faxes, printers) within City Hall and Sylva Martin.  IDC has spent a considerable amount of time consulting on the data disposition for Community Development module of One Solution.  In order to improve overall network security and dramatically improve the Police network security, IDC successfully completed the separation of the police network and re-ip of the network for CJIS compliance.  IDC re-implemented a VPN network for Police Mobile units for CJIS Compliance and to improve overall network speed and reliability including the switch over of aircards from Verizon to Sprint for more stable connection to network.  IDC installed a new Terminal Server in preparation of enabling connectivity to Community Development from iPads. The items listed above are examples of projects outside the scope of day to day activities and maintenance which require IDC’s attention. In the upcoming year, we expect to:  Continue with the archiving of historical city documents into the Laserfiche server.  Completely renovate the IP schema of the city’s LAN to reflect the proper design of C class subnets in lieu of a single class A net. This will improve security, speed, reliability, flexibility and make diagnosing problems on the network dramatically easier. NOTE: This is a significant project which we expect to take upwards of 200 hours of Sr. Engineering time in the upcoming year.  We are budgeting for the replacement of the chamber audio system as well as the projector and ageing video switching system.  In the upcoming years budget we will be reducing the number of servers in the server room by virtualizing a variety of functions into 1 server. This will reduce the cost of electricity, cooling, maintenance and improve reliability. The reliability improvements are as a result of replacing ageing hardware with newer more efficient equipment.  We will be adding and configuring an additional firewall to the City’s network for redundancy as a failover device. This will ensure connectivity to the City’s network in the event of hardware failure. We have enjoyed our relationship with the staff at the City of South Miami and look forward to working with them again in the upcoming year. Below please find a copy of International Data Consultants’ IT Services Proposal to the City of South Miami for the fiscal year 2014. _______________________________________________________________________________________ International Data Consultants, Inc. 13302 SW 128th Street Miami, Florida 33186 Tel: 305-253-7677 Fax: 305-253-7657 City of South Miami Information Technology Scope of Work Staff: Help Desk / Support Engineer (2000 hours per year) IDC will staff this position with an IT professional serving the City Monday through Friday from 8:30 AM to 5:30 PM plus the recordings of the scheduled meetings Monday through Friday from 8:30 AM to 5:30 PM. Duties include:  Manage core network resources and services  Maintain all Operating System and Software updates  Provide Desktop Support for network users  Manage Helpdesk (which includes a ticketing system and metrics) (See Addendum A)  Manage Handheld Devices  Maintain AS-400 with IBM and Sungard guidance  Manage and maintain the Video Security System  Record various meetings as required by the City Manager  Review monthly Cellular / Telephone / Datacom bills for accuracy Any additional Help Desk / Support Engineer time would be available at $65 per hour as approved. Network Architect (480 hours per year) IDC will staff this position on an “as needed” basis for up to 480 hours per year. Duties include:  Manage Network Perimeter Security  Design & Implement Network Topology  Manage Network upgrades and changes  Perform Core and Server Upgrades  Implement the new Finance System  Provide Tier 2 and Tier 3 Network Support  Project Manage and implement where appropriate special projects Additional Network Architect time is available at $110.00 per hour as approved. _______________________________________________________________________________________ International Data Consultants, Inc. 13302 SW 128th Street Miami, Florida 33186 Tel: 305-253-7677 Fax: 305-253-7657 IT Director (300 hours per year) IDC will staff this position on an “as needed” basis for up to 300 hours per year. Duties include:  Manage Network Architect  Manage Onsite Helpdesk / Support Engineer  Review monthly Helpdesk metrics  Ensure Quality of Service  Review all IT purchases Additional IT Director time is available at $125.00 per hour as approved. Network Technician (252 hours per year) IDC will staff this position on an “as needed” basis for up to 252 hours per year. Duties include:  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. Additional Network Technician time is available at $63.53 per hour as approved. IT Management IDC will staff this position on an “as needed” basis. Duties include:  Manage the strategic IT Design and Planning  Manage IT Initiatives  Liaison with the City Manager and the Finance Director  Attend weekly Managers staff meetings NOTE: In lieu of additional discounts, IDC includes IT Management and Help Desk Management Software in this proposal. NOTE: All IDC staff serving the City of South Miami 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 that the city has the same level of trust in IDC employees that it would have in city employees. _______________________________________________________________________________________ International Data Consultants, Inc. 13302 SW 128th Street Miami, Florida 33186 Tel: 305-253-7677 Fax: 305-253-7657 Cost and Billing Structure: The annual cost of this Information Technology outsourcing agreement i s $185,109.56 payable in equal monthly installments of $15,425.80 . We feel that this model offers the City of South Miami access to highly qualified IT professionals without the normally high expense of narrowly 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 128th Street Miami, Florida 33186 Tel: 305-253-7677 Fax: 305-253-7657 ADDENDUM A Help Desk Procedures: IDC has designed separate pathways f or the users to access the Help Desk, depending on the nature of their issue:  If the user is able to access the Internet, they simply click on an IDC Help Desk icon on their desktop. This takes them to the web page where they can enter their request for support in the system.  If the user is NOT able to access the Internet, they simply call the Help Desk and the operator will enter the request on their behalf.  If the Help Desk operator is not able to access the Internet, due to an outage for the entire building, a Help Desk paper form is filled out by the operator. The information is then called in to the IDC office. In turn, the IDC support person will enter the information in the system. Once the information is entered into the system:  An automatic notification is emailed to the onsite Desktop Engineer who has uninterrupted access via a configured IDC Support iPad.  The Desktop Engineer reviews the support ticket and makes a determination as to the priority of each ticket as well as the resources required to resolve the issue.  If the ticket is tagged as a Tier 2 issue, a Senior Engineer is assigned to resolve the issue.  User is contacted via email or a phone call to setup a resolution time.  At the appointed time, the Desktop Engineer or Senior Engineer visits the user or initiates a remote support session to resolve the issue. Upon resolution, the ticket is closed and the user receives an automated “Quality of Service Survey” email.