IntelesysOne
Response to RFP
Information Technology Services
for
Submitted: Friday, March 15, 2019 Contact: Aaron Betts, VIP Program Manager (909) 802-7338 | abetts@intelesysone.com
IntelesysOne | Ontario, CA | (888) 546-8353 | www.intelesysone.com
Firm Background
IntelesysOne is headquartered in Ontario California:
3155-B East Sedona Court, Ontario, California, 91764
(909) 305-1500 | Fax: (909) 305-2100 | www.IntelesysOne.com
Your primary contact is: Aaron Betts
Direct: (909) 802-7338
Email: abetts@intelesysone.com
Federal Tax ID: 95-4583269
ICS Intelesys Inc, dba IntelesysOne,
is a California Corporation.
IntelesysOne, headquartered locally in Ontario, California, has been serving municipalities, K-12
education institutions, and private enterprises since 1981. We have provided solutions to more
than 26 City Governments in Southern California.
IntelesysOne has been a trusted partner and the ongoing telecom vendor with the City of La
Quinta for over a decade. Since 2006, we have supported the City’s ShoreTel system.
One highlight of our current IT services client base, is the City of San Marino, where we not only
provide full management and support of their entire IT environment, we also have been
engaged to hold the CIO role for the city. Our president, Rick Balzer has committed to
personally fulfilling this role, providing the City with budgeting targets and forecasting for the
City’s technology needs.
We continually invest back into our municipal clients
through our participation in organizations like MISAC
where we are able hone our focus on the technology
needs and trends that directly impact cities like yours.
IntelesysOne worked with the City of Rancho Cucamonga to provide a 1.2 million dollar network
refresh. In fact, IntelesysOne has been consistently selected as the partner of choice to deploy
voice and data solutions for cities throughout Southern Califronia:
• City of San Marino
• City of Brea
• City of Claremont
• City of Redlands
• City of Lancaster
• City of Brea
• City of Santa Clarita
• City of Rancho Cucamonga
• City of La Canada Flintridge
• City of Artesia
• City of La Verne
• City of Rosemead
• City of Stanton
• and more…
IntelesysOne prides ourselves on the quality of our team of fully certified engineers and
specialists, each with an average of 12 years of experience. With technicians who have been on
the IntelesysOne team for nearly two decades, we provide the high caliber of expertise and
professionalism required for government implementations.
Our internal telco management department – comprised of team members with backgrounds
working directly for top telco carriers – has the experience necessary to work with providers to
offer you the best options and facilitate seamless transitions between services. In fact, most of
our local municipality deployments involve porting thousands of phone numbers across 20+
sites onto a single managed platform.
The single most impactful element in a successful implementation is the partner you choose.
The proper partner will truly understand your needs, be able to identify effective paths to
success, and guide you through what is commonly a challenging and intensive process.
There are no potential conflicts, and there are no past or current lawsuits against IntelesysOne.
Key Staff
IntelesysOne prides ourselves on the quality of our team and the level of their expertise. From start to
finish, you can expect to work with the same team who will ensure that the goals we identify at the
onset of your project remain in focus all the way through the end.
Our core support team for the City of La Quinta’s Network Support is identified below. We look forward
to introducing them to you during an onsite demonstration.
Rick Balzer, President
• Started with company in 1994
• Mr. Balzer is a licensed C-7 low voltage contractor by the State of California. Mr. Balzer
also holds several technical certifications for Various PBX, VoIP, and carrier product lines
including ShoreTel, NEC, TPx (TelePacific), etc.
• Mr. Balzer graduated from California State University, Fullerton in 1992 with a degree in
International Marketing and a minor in Philosophy
• Mr. Balzer provides direct executive oversight on IntelesysOne projects either exceeding
500 endpoints and/or deemed of strategic business importance to IntelesysOne, such as
all local municipalities and K-12 deployments.
• Mr. Balzer is currently fulfilling the IT Director role for the City of San Marino. He is
responsible for technology budget forecasting, and consulting on IT policy creation.
• Mr. Balzer is fully certified as a systems designer and information systems consultant. He
has been a noted speaker at the Telecom Resellers Association in San Diego and
consulted as an industry expert in various news outlets. Mr. Balzer was awarded the
California State University San Bernardino service entrepreneur of the year in 2012. He
continued to be an advisor and judge for the university’s annual spirit of the
entrepreneur event.
• Mr. Balzer has been driving the direction of IntelesysOne for over 20 years, leading
IntelesysOne to be one of the most prominent providers on the West Coast. Mr. Balzer
has been instrumental in many product innovations and delivery methodologies.
Aaron Betts, VIP Program Manager & Operations Manager
• Started with the company in 2012
• Mr. Betts holds various technical certifications for PBX, VoIP, and Networking including
ShoreTel, Microsoft, etc.
• Mr. Betts has certified in various disciplines from technical trade schools and vendor
specific universities
• Mr. Betts provides day to day operational oversight on all IntelesysOne projects, and is
currently the VIP Program Manager for all clients with over 500 endpoints and all K-12
and Municipality clients.
• Mr. Betts has designed networks from the ground up, including data center installations
for various clients. Starting in 1998, he was part of the Windows NT deployment team for
over 100 servers for a major corporation. He has done desktop support, network
administration, and network management.
• Mr. Betts has management IT departments that include Exchange servers, SQL servers,
Web servers, and File servers.
Mr. Betts is a certified designer and installer for the ShoreTel VoIP systems. He has designed the
ShoreTel deployment for various Cities including City of Norco, City of Rancho Cucamonga.
David Garcia, CIO and Lead Engineer
• Started with company in 2004
• Mr. Garcia is certified on a variety of data products such as Cisco, HP, and Microsoft. He
holds numerous certifications on ShoreTel including installer, advanced engineer,
enterprise call center, mobility, and collaboration
• Mr. Garcia earned a technical degree in telecommunications and has over 15 years’
experience in the industry.
• Mr. Garcia provides technical supervision and design for all IntelesysOne projects either
exceeding 500 endpoints and/or is deemed of strategic business importance to
IntelesysOne, such as all local municipalities and K-12 deployments.
• Mr. Garcia has held numerous technical positions within the IT and telecommunications
field for over 15 years. He has been the Chief Information Officer of IntelesysOne since
2013, leading the technical and product direction of the company. David resides locally
in Fontana with his wife and children.
• Mr. Garcia leads all network related projects that include switches, firewalls, servers, and
virtual environments.
• Mr. Garcia has led most of the local municipality and K-12 client install for IntelesysOne
including several projects over $1,000,000. His latest accomplishments include a
complete data network and VoIP deployment for the City of Rancho Cucamonga and a
districtwide deployment for Anaheim Union High School District of 3,000 endpoints.
Matt Orr, Senior Advisor of Public Sector
• Mr. Orr first began with IntelesysOne in 2007 and, after a brief departure, returned to
further develop IntelesysOne’s government and education offerings.
• Mr. Orr holds multiple industry and ShoreTel-specific certifications, including ShoreTel
Solutions Architect, and has served as a trainer for the industry standard Network+
certification.
• Mr. Orr has worked closely with private, educational, and government organizations for
over 20 years to provide a 360-degree implementation of technology into their day-to-
day practices.
• Mr. Orr is recognized in the business technology community for his expertise in
technology management and business continuity, participating as a key presenter and
panelist in numerous seminars, technology town hall events, webinars, and more.
• With a sharp focus in municipalities and K-12 education, Mr. Orr brings the experience of
working alongside many prominent organizations to achieve great success in elevating
the adoption of technology among users and administrators alike. His dedication to
creating an unparalleled experience continues to be an instrumental part of
IntelesysOne’s ongoing relationships with our clients.
Virgil Miller, Network Engineer
• Virgil has been in the network and telecommunications industry for 20+ years. He has
worked at some of the biggest telecom companies in the industry including TPx, and
Verizon.
• Mr. Miller started with IntelesysOne in 2014.
• Mr. Miller worked with TelePacific as a Service Assurance Specialist and later a Supervisor
for the Premier group. His group specialized in advanced routing and network protocol
issues, and SIP / QoS chronic issues
• From ’99 to 2011, Mr. Miller worked for GTE (now Verizon) as a Network Provisioner, and
a Sr. Staff Consultant.
• Mr. Miller was part of the core FiOS team for Verizon. He was responsible for designing
and implementing all maintenance and provisioning aspects of the FiOS product.
Maria Vargas, Client Education Lead
• Started with company in 2006.
• Mrs. Vargas is a certified ShoreTel trainer with various certifications from ShoreTel and
NEC, and is very knowledgeable in carrier product lines.
• Mrs. Vargas oversees and manages the training curriculum for all end users of the
solution, including day-to-day use of hardware and advanced applications. Her
knowledge in local municipalities and K-12 deployments allows her to bridge the gap
between design and end-user function, making the transition for users an easy one.
• Mrs. Vargas has led the training process for projects exceeding 2,500 endpoints, working
with clients’ teams in training customization and scheduling.
• Mrs. Vargas develops all trainers and oversees the diverse education series for
IntelesysOne. Her hands-on approach and dedication to each project has allowed
IntelesysOne’s educational series to be recognized by many others.
Qualifications of the Firm
IntelesysOne has been instrumental in working hand in hand with many of our municipal clients to
provide overall technology solutions including telecom, VoIP, Data Network design and installation, as
well as ongoing technology support. As per the request of the RFP, below are listed 6 projects and
solutions that IntelesysOne has managed.
• City of San Marino
Initial Solution Request:
After a failed RFP attempt, IntelesysOne was engaged to provide a voice over IP communications
system utilizing a government-purchasing vehicle - NAPSO
Solution Delivery:
o Initial findings by IntelesysOne engineers indicated concerns for successful system
deployment
o IntelesysOne performed a network assessment for the city independent of the city’s
longtime outsourced IT provider
o Due to major network design errors and routing issues, IntelesysOne to immediately
assume management of the city’s network
o IntelesysOne transitioned the management of the computer network and security over
to a new best practice design while reducing overall costs and system performance
o Specific system improvements made over the next 9 months including
Corrected security issues based on network access
Consolidated open projects, needed and requested per department, to produce
an accurate IT budget
Expanded city’s virtual server environment to include all major functions
Cataloged all software in use by city, identifying support status, ongoing support
contract costs, and license compliance
Aided PD in securing data security, public works retention polices, field software
and hardware operation, and data redundancy
Created a centralized back-up and redundancy operation plan for the city
Aided in setting up city EOC
o Presented findings to the council in open forum
o With the turnover of the city CFO, IntelesysOne provided an executive resource to sit on
the executive committee as IT Director to ensure a citywide technology budget was
managed and outstanding projects budgets were identified.
o Currently the support team at IntelesysOne supports approximately 15 tickets per day
for the City. IntelesysOne provides 100% of the technology support for the City, as well
as fulfilling the executive role of IT Director at a cost of $216,000 yr.
Contact: Marcella Marlowe, mmarlowe@cityofsanmarino.org, 626-300-0700
• City of Rancho Cucamonga
Initial Solution Request:
IntelesysOne was awarded, out of over 60 respondents, the City’s RFP, which included both a
Network Refresh and a VoIP phone system installation.
Solution Delivery:
o IntelesysOne procured the new Cisco Network equipment in the amount of 1.2 million
dollars.
o As part of the Project Management, IntelesysOne assisted with the design of the
network to prepare it for the voice to be added to it.
o Working with each department head, IntelesysOne designed, built, and deployed 1000
phones for the city in 60 days to ensure the City met its project timeline.
o IntelesysOne worked with Spectrum to convert the City’s dial tone to SIP
o Presented the solution at City Council meeting in partnership with DoIT, the city’s IT
department.
o IntelesysOne provided the solution at a cost of $1,964,339.05.
Contact: Darryl Polk, darryl.polk@cityofrc.us, 909-774-2525
• City of San Dimas
Initial Solution Request:
IntelesysOne was awarded the RFP to replace the phone system with a Mitel VoIP solution. After
the phone system deployment, the City of San Dimas engaged IntelesysOne to do a full analysis
and redesign of the city’s network.
Solution Delivery:
o Initial findings by IntelesysOne engineers indicated concerns for successful system
deployment. IntelesysOne worked with current IT vendor to manage the issues for the
deployment with the idea of doing a deep dive after the install.
o IntelesysOne worked with each department to understand their specific departmental
needs .
o A voice network was configured to prioritize the phone traffic on the network.
o Phones were deployed to all locations and tested.
o After installation of the phones, the customer noticed network performance issues and
engaged IntelesysOne to redesign the network. IntelesysOne is currently performing a
full network assessment and design.
o IntelesysOne provide the solution at a cost of $114.308.
Contact: John Lee, jlee@ci.san-dimas.ca.us, 909-394-6218
• City of Lancaster
Initial Solution Request:
IntelesysOne was awarded the RFP to upgrade the City’s network and install a ShoreTel VoIP
phone system.
Solution Delivery:
o IntelesysOne designed the phone system with each City department.
o Replaced the city’s network switches with fully managed switches that would support a
VoIP phone system.
o A voice network was configured to prioritize the phone traffic on the network.
o IntelesysOne worked to identify all 800 of the city’s numbers to ensure no numbers
were lost when transitioning to a new carrier.
o Phones were deployed to all locations and tested.
o The City has recently engage IntelesysOne to design and deploy a redundant EOC.
o IntelesysOne provide the solution at a cost of $213,173.99.
Contact: Timika Hite, thite@cityoflancasterca.org, 661-723-6060
Disclosures
There are no potential conflicts, and there are no past or current lawsuits against IntelesysOne.
IntelesysOne’s Warranty & Guarantee
IntelesysOne is dedicated to serving its customers effectively. These provisions are intended to clarify
the expectations of IntelesysOne and the Customer so that the Customer’s needs may be met and
misunderstandings may be avoided.
The warranty set forth herein is the sole and exclusive agreement warranty provided by IntelesysOne to
the Client, and is provided in lieu of all other warranties, express or implied, oral or written, including
without limitation (i) any warranty that hardware or service is error-free, will operate without
interruption, or is compatible with all equipment and software configurations; (ii) any and all warranties
of merchantability; and (iii) any and all warranties of fitness for a particular purpose.
Through our relationship with you, we may make recommendations about your technology
environment and provide Solutions limited to the scope of any effective Agreement or Service Order.
IntelesysOne warrants that Solutions provided will be of good, workmanlike quality, performed with the
requisite skill necessary. Labor performed by IntelesysOne shall be warranted for thirty (30) days from
the date services are rendered. You acknowledge and agree that there may be instances beyond our
control including, but not limited to, problems with software, hardware, third-party services and/or
other unforeseen circumstances that may prevent us from resolving your issues or problems. We make
no representations, warranties, or guarantees that we will be successful in resolving your issues or
problems. Each of the Parties represents that it will comply with all applicable federal, state, and local
laws and regulations in the performance of its obligations herein.
If any service performed by us results in direct damage to your systems, equipment, or facilities, our
liability will be limited solely to the cost to repair or replace, at our sole discretion, the damaged
systems, equipment, or facilities. No obligations or liability shall arise out of our rendering of technical
or other advice in connection with services rendered hereunder.
We strongly recommend that you implement the necessary means to maintain your environment at
your desired level of availability, including, but not limited to, data backup, monitoring, protection, and
redundancy at all desired levels. We cannot be liable for business interruption, planned or unplanned
downtime, loss of data (including, without limitation, critical data either on your computers and/or
servers and other storage devices), losses, claims, damages, costs or expenses as a result of the services
provided hereunder or otherwise. In no event shall IntelesysOne be liable to Client or any other party
for special, incidental, consequential, or exemplary damages arising out of work performed pursuant to
this Agreement, however caused, whether based upon warranty, tort, contract, or in the infringement or
alleged infringement of intellectual property rights in patent, copyright, trademark, trade secret, or
other property right.
We make no guarantee that we will be successful in detecting, stopping, eliminating, or protecting you
from any or all technology-related security threats such as viruses, worms, malware, hackers, and
ransomware. You therefore release us of any and all liability whatsoever with regard to network security
breaches of any kind.
We make no guarantee that any problem, issue, emergency, or any other matter will be resolved within
any given time period. Furthermore, we make no guarantee that any tools or utilities used by us will
detect or identify all factors within your environment. We shall have no liability whatsoever arising out
of any delayed response or lack of response cause by the failure of such tools.
Complementary Services
As a full-service IT provider IntelesysOne is able to customize solutions
based on our clients’ needs. Some offerings we have standardized
include:
IT Director / CIO fractional role to guide network and business
strategy - $300 per hour
EOC design and process deployment - $250 per hour
Software compliance and license audits - $225 per hour
Mitel VoIP complete system management - $249 per month per LAN
HR technical policy development - $300 per hour
IT security training - $250 per hour
Data retention and Public Records compliance audit - $350 per hour
CJIS compliance audit - $225 per hour
Security Assessment - $225 per hour
Network Assessment - $3,995 plus $595 per LAN
IT Budget development and management - $300 per hour
Most services are also available as a flat rate quote based on the scope of
the client’s needs. All services are backed with our IntelesysOne Platinum
money back guarantee, if for any reason our services fail to make a
noticeable impact, no charges will be incurred.
G. Subcontracting
IntelesysOne provides all labor for their clients. We feel it is extremely important to control the
level of quality of work that we present to our municipal clients. All of our staff are trained on
the systems that we support.
H. Insurance
Upon selection, IntelesysOne will provide proof of insurance and execute a signed professional services
agreement.
ATTACHMENT 1
Experience and Approach
1. How man technical employees does your firm employ? We currently have 15 employees
that fulfill a technical role.
2. Does your firm have technical employees that are local to the Coachella Valley? We
have employees that are within the requested SLA response time. Per the RFP if won,
we would staff someone onsite.
3. Does your company have a partnership with any major IT companies? i.e.., Cisco,
Microsoft, Google? Yes
4. What industry certifications do your employees hold? CCNA, CCNP, MCSE, Mitel
Certified Installer
5. Do you currently recommend that customers use any particular software that allows
users to create a service ticket? If Yes, what software, and is there a cost to the City?
We offer an easy solution for our customers to create tickets. Yes, we currently use
TigerPaw – there is no cost to our clients – it is part of our solution. We setup a
dedicated email address and phone number for our VIP customers to submit ticket
requests, which can all be managed through our user portal (if desired) by those
submitting tickets.
6. Do you currently recommend that customers use any software to track network and
workstation performance/status? If Yes, what software, and is there a cost to the City?
Yes, we have a suite of software including TigerPaw, CW Automate, IT Glue, and others.
These are included our solution at no additional cost to the city.
7. Do you currently recommend that customers use any software to track hardware and
software inventory (including serial and licenses numbers)? If Yes, what software, and is
there a cost to the City? Yes, we have a suite of software including TigerPaw, CW
Automate, IT Glue, and others. These are included our solution at no additional cost to
the city.
8. Do you have Staff that specializes in special data base programs? Yes
9. Is your staff able to troubleshoot problems related to Microsoft SQL Server, versions
2000, 2008,2012, 2016? Yes
10. Is your staff able to do administration tasks on VMware vSphere 5.5? Yes
11. Is your staff able to do administration tasks on Cisco Meraki switches? Yes
12. Is your staff proficient with MX-100 firewalls? & AASA firewalls YES
13. If so, what administration tasks have been performed on the appliances? ACL (access
control list) management, Routing, NAT, PAT, VPN management
14. Is your staff able to troubleshoot problems with iPhones/iPads? Yes
15. Is your staff able to troubleshoot problems with copiers and scanners? Yes
16. Is your staff able to troubleshoot email issues with Microsoft 365? Yes
17. Is your staff able to perform administration/configuration tasks with a Mitel on-premise
VoIP system? If yes, what tasks has your staff performed? Yes, we installed the Mitel
phone system for the City 17 years ago and continue to support it today
18. Is your staff able to troubleshoot problems related to an electronic Geographic
Information System (the City uses ESRI ArcServer and Desktop)? If yes, please give some
examples of how you assisted clients with identifying and resolving the problems. Yes, as
with any software, our job is to identify the source of the issue (i.e. – the pc, the server
(local), the network, or the server (cloud). Once the issue is properly identified, the
manufacturer will be engaged for any product specific troubleshooting.
19. Is your staff familiar with Nimble Storage products and able to perform configuration
tasks and troubleshoot performance issues with SAN devices? Yes. We have worked on
various SAN and NAS devices.
20. Does your firm have application developers on staff? Yes
21. How many application developers/programmers does your firm employ? We maintain 3
technical staff proficient in programming.
22. Please list programming languages your staff is proficient with and years of experience
developing applications in those languages? Our staff has over 10 years experience with
HTML, PHP, SQL, Ruby, JavaScript.
23. Please describe any custom application(s) your firm has developed that has solved a
business problem by streamlining processes. If so, please describe what the problem was
and how your application solved the issue and include the cost/time of the project.
Apple Valley USD required the addition of custom location data to their emergency
notification platform. To update more than 1,200 device entires would have required
their staff to dedicate days of time to complete manually. We developed a solution for
Apple Valley USD that enabled them to automatically parse and generate the
appropriate data using criteria that programmatically developed entries based on known
location data. This data was automatically injected into their notification database
through a series of automatic scripts, and were then verified through a similar
automated checking process. Our custom solution allowed them to turn tens of hours of
work into a process that took only minutes for a single person to deploy and verify.
24. The City is looking to move our IT infrastructure and services to the next level using
innovative and forward-thinking technology and solutions to accomplish this. Please
describe either a custom application your firm developed or solution your firm
implemented that provided a service in a unique way. IntelesysOne is proud of the
reputation we continue to develop for out-of-the-box solutions that drive value to the
cities we support. Taking a larger-view approach to city network management, we
continually drive value through our very deep understanding of city operations from an
executive level. We have innovated greatly in our unique consultative methodology
which recently resulting in the City of San Marino engaging us to become their IT
Director on the City Executive Team – a view of our market in a way most vendors never
achieve. The unique offerings that have evolved from our platform include:
Technical:
• Thorough knowledge of many municipal software systems such as Laserfiche, Vesta,
Envisio, WatchGuard, ESET, and FirstNet
• Clear understanding of the requirements of PD to have a secured, separate network
infrastructure
• Clear understanding of the impact of Public Records requirements on data back-up
and retention
• Design experience in EOC setup and operation, as well as expected scenarios on how
it is activated
Procedural:
• FBI background checks on all on site staff
• CJIS certification for all staff on the network
• Reportable benchmark metrics for staff and council review including:
Statistical metrics on network health
Report of product support status and exposure
Ticket resolution reporting with SLA metrics
Operational:
• Producing a detailed annual IT budget based on facts and determined priorities
versus last year, this year method
• Resident-focused approach on technology management
• Access to the proper resource to efficiently meet the needs versus one size fits all
• IntelesysOne hosts an annual conference of southern California city professionals.
Our 2018 keynote speaker was the former CIO of the FBI, addressing top
government security risks. This year’s speaker is the former Ventura County Sheriff
who managed the nightclub shooting to share a real-world experience of handling
the worst situation.
• IntelesysOne professionals attend and sponsor the annual MISAC conference to stay
abreast on sector trends and advancements.
25. How many municipalities has your firm developed applications / solutions for? Please list
the application developed and, if possible, a link to the application. Also, please include
references for these projects. We have developed solutions for many of our
municipality clients. Most of the custom solutions to date are in relation to the Mitel
phone system. We have assisted in 911 alerting, the Great Shakeout notifications city
wide, custom wallboards for call center statistics, etc.
26. Does your firm develop applications for mobile devices? Is so, what language do you use
to develop these Apps? Please list references of recent/current projects. We have not
been asked to develop an application for mobile devices as of yet. If needed, the
language we would use would depend largely on the solution being developed. We
would engage a certified vendor for any higher-end programming as needed and
manage the project.
27. How many years of experience does your firm have in MAC OS App development? Please
list applications(s) developed and references for the project. We have not been asked to
develop an application for MAC OS as of yet.
28. What the pros and cons of using open source as opposed to creating the code
completely in-house? With many arguments on both sides of the fence, I will list a few
for each. Open Source Pros: you can try before you buy, there typically tends to be free
support, the standards are open and communal, there tends to be fewer bugs and the
fixes are provided quicker, and security tends to be better since the bugs are shared via
the community. Open Source Cons: the competitive advantage is reduced, though fixes
come quick, support leverage tends to be minimal, usability for the typical end user
tends to suffer, and there tends to be increased risk for businesses with software
support.
29. Do you test your code for security vulnerabilities? If so, do you use a third-party vendor
to test the code? Please list references. All product created by IntelesysOne is tested and
benchmarked by our lab. If the need for deeper testing is required, we will engage a
specialist that meets the needs.
30. What is your firm’s outlook and history with implementing new or alternative systems?
IntelesysOne puts great effort in staying current with new technologies and
methodologies so that we can properly assess for our clients the benefits and risks
involved with adopting those into their environments. We find that change should not
be implemented for the sake of change alone – meaning that new technologies and
methodologies should be introduced only when they bring about new efficiencies,
capabilities, and benefits that drive direct value to the city. Often, this should be
coupled with training and education for end users. As IntelesysOne works with La
Quinta to identify what new or alternative systems might deliver this level of value, and
then proceed to develop a strategy around their implementation, we make sure to take
an objective approach that uncovers all aspects that should be considered – being
careful to weigh each of the potential risks alongside their promised benefits. When a
new system is introduced into the city, IntelesysOne works hand-in-hand with the city to
run it through a systematic process of lab testing, evaluation, comparison, and end-user
assessment to ensure that the end result has the greatest opportunity to deliver for the
La Quinta.
31. What type of cyber security & fraud detections training can your firm provide for
internal staff? IntelesysOne is a firm believer in staff awareness training. We typically
work with the city to determine what type of training works best for their employees.
We have done onsite trainings, webinars, and self-paced video trainings.
32. Does your firm maintain any active maintenance contracts on any of the systems listed
on Pg. 10? As a solution provider, we help all of our clients maintain active contracts on
ALL pertinent equipment and software that their business runs on. We assist in
identifying and scheduling the costs of these renewals to ensure our clients have an
accurate budget forecast each year for their technology needs.
33. Use this opportunity to showcase any project your firm is particularly proud of that used
technology to solve an issue and/or was able to save the company money. We are most
interested in municipal, but would like to hear if your firm helped a private company
solve an issue in a unique and innovative way. Please describe the project and provide
references. A key example relating directly to the City of La Quinta was provided by
IntelesysOne through the city’s recent process of upgrading your phone system. By
identifying and leveraging the city’s investment in the foundation of your existing phone
system and licenses, IntelesysOne was able to provide a solution that delivered all the
benefit and capabilities of a new, state-of-the-art phone system at 40% of the cost. This
city-centric approach saved La Quinta hundreds of thousands of dollars while still
delivering a solution that elevates La Quinta to the top tier in your ability to
communicate internally, with vendors, and with the community. Our commitment to
delivering high value, high performance results has always been a primary focus of how
we operate with out clients.
In another recent example, IntelesysOne was able to significant identify risks facing the
City of San Marino that their previous IT vendor had been unaware of and failed to
address with city leadership. Our experience with cities allows us to be keenly aware of
the Public Records Retention requirements municipalities face. As a result, we have
developed solutions that have allowed the City of San Marino to dramatically reduce its
exposure. Through a combination of strategies addressing data backup and replication,
email archiving, and social media archiving, IntelesysOne has been able to, in a short
period of time, guide San Marino into a far more advantageous position of
understanding how to protect themselves from the very real threats associated with
public records retention, coupled with the managed solutions implemented through
IntelesysOne to apply the proper protections.
References
• City of San Marino
Marcella Marlowe
mmarlowe@cityofsanmarino.org
1-year working partnership
• City of Rancho Cucamonga
Darryl Polk
darryl.polk@cityofrc.us
3-year working partnership
• City of San Dimas
John Lee
jlee@ci.san-dimas.ca.us
18 mo. working partnership
Exhibit A: Scope of Services
1. Services to be Provided:
Unless otherwise identified in the Agreement, the following shall be provided under IntelesysOne's
Comprehensive IT Management offering:
• 24x7 emergency support for business-impacting issues - by phone (Identified as issues that
prevent or hinder a majority of users from performing a key business function)
• 8x5 support for end users and standard network issues - by phone, email, and web portal
• Onsite assistance as deemed necessary by IntelesysOne to deliver support
• Management and support of end-user devices (Windows and OS X computers), servers,
switches, routers, firewalls, wireless access points, printers, and other network appliances and
peripherals.
o Limited to “managed” devices identified by, and affixed with, an IntelesysOne Asset Tag
and not identified as “retired.” (All managed devices are subject to IntelesysOne’s
support standards.)
o Managed end-user devices supported remotely at any location. All other hardware
support limited to Supported Locations as named on the Agreement.
o Remote workers are responsible for their own local environment and Internet
connectivity.
o IntelesysOne requires that the client maintain active vendor support for key applications,
hardware and services as identified by IntelesysOne (such as phone systems, security
devices, etc.).
• 24/7 monitoring of, and IntelesysOne’s access to, all managed devices
• Software and firmware updates of managed end-user devices, servers, switches, routers,
firewalls, and other network appliances.
• Enterprise-grade antivirus and antimalware protection
• Enterprise-grade web content filtering and DNS-level protection
• Enterprise-grade spam and email threat protection
• Basic DNS hosting and administration
• Technology vendor management and support escalation management
• Regularly-scheduled Business Technology Review meetings
o Ongoing IT strategy support
• Cataloging of IT infrastructure
• 24x7 access to IntelesysOne Support Portal for all users
• 24x7 access to all documentation (for key client Administrators)
• Enterprise backup solution with local primary storage, offsite replication, backup management,
testing, and support for file-based recovery.
Support services do not include the following, unless otherwise identified in the Agreement:
• Any asset not meeting IntelesysOne’s Minimum Standards for Support
• Support (excluding that of managed end-user devices) provided to any location not named on
the Agreement.
• The cost to bring the environment up to, or maintain it at, the Minimum Standards for Support
• Any software, licensing, renewal, or upgrade fees not explicitly identified in the agreement
• Any third-party vendor or manufacturer support or incident fees of any kind
• The restoration from any changes made during the troubleshooting, implementation, or
customization activities of any third-party, or any unauthorized activity of end users
• Recovery support in response to failure due to Acts of Nature, building modifications, power
outages, or other adverse environmental factors
• Recovery support in response to significant data loss; any loss of data on devices not protected
by an approved backup; or the loss of functionality or data as the result of a virus, malware,
ransomware, or intrusion
• Programming, alteration, or modification of software or website content or code
• Dedicated training services for any software, hardware, or business practice
• Office relocations (including user home offices), or any reconfiguration of a substantial portion
of the infrastructure
• Labor or parts required for the installation, upgrade, physical maintenance or mechanical repair
of client’s hardware
• Travel or lodging necessary to provide onsite services to locations greater than 125 miles from
an IntelesysOne office.
• The implementation of new hardware, software (in excess of reinstalls or upgrades during the
course of troubleshooting), or services.
2. Performance Standards:
IntelesysOne is continually recognized when working with cities similar to La Quinta because we
understand that technical knowledge and experience are only a piece of the solution. It is equally
critical that your IT partner understands the municipal environment and has a full-focus solution
that incorporates budgeting, lifecycle management, end-user education, and much more –
customized specifically to La Quinta’s developing needs.
Using a suite of best-practices we worked with a former CIO of the FBI to identify, IntelesysOne delivers
on much more than just day-to-day IT support. We integrate ourselves fully with your operations and
align our processes directly with the goals of the City of La Quinta to ensure that we provide a level of
attention, understanding, and service that truly is unique in the IT industry.
Our Approach to End User Support:
IntelesysOne has developed a unique approach to supporting our clients that makes us stand out
among others. We put users first in everything we do. What exactly does this mean? We support
PEOPLE, not devices. Don’t get us wrong – we definitely manage and maintain the technology your
staff relies on. Our primary focus, however, is on making sure the employees of the City of La Quinta
get the level of dedicated, personal attention they require.
We have learned that when we put people first and work to truly understand what it is they need, we
can deliver a much higher level of service than if we simply focused on “fixing devices.” Where there is
a natural tendency for engineers to be focused on the technical issues and solution, we continually work
hard to make sure we remove any blinders that might prevent us from getting to the root of an issue
quickly. This allows us to see solutions and identify potential trends on a much larger scale.
Our team starts with understanding the user’s requirements in each interaction so that we can make
sure we are delivering upon their needs and expectations each and every time. What do we mean by
this? Traditionally, a report of “I can’t print,” could very quickly turn into a La Quinta staffer waiting as a
technician troubleshoots a faulty printer, when what it truly needed is to first find an interim solution for
printing a document that might be needed right away. The IntelesysOne team understands this, and it’s
this focus that allows us to lead the way in customer service.
This begins on day one, when our team literally introduces IntelesysOne in person to everyone in the
city – making sure they know who we are, how we can help them be the most productive, and how to
reach out for support when they need it. It is important to us that users are comfortable knowing how
easy and fast it is to get help from IntelesysOne, understanding that they have us to lean on.
The City of La Quinta will be provided with a dedicated private phone number and email address you
can use to contact IntelesysOne. This immediately routes calls and emails to our Government Support
Team who know your environment through and through. Callers will be greeted by someone
identifying themselves as “La Quinta IT Support”, and calls during business hours will be warm-
transitioned directly to an engineer who can provide assistance right away.
Traditionally, IT issues can be frustrating and any disruption they cause to users can be aggravating.
We have found that the experience we provide can make all the difference when your team knows
we’ve got their back.
Our Approach to Systems Management & Monitoring:
IntelesysOne utilizes best-in-class tools to maintain a constant awareness of the health of the City of La
Quinta’s network environment, servers, workstations, and vital applications such as Exchange. Our goal,
first and foremost, is to avoid downtime and user issues by performing proactive maintenance and
monitoring to ensure that systems remain within expected thresholds. Our team uses a blend of
automation and hands-on expertise to ensure your IT operations are reliable and predictable.
Servers are consistently reviewed and assessed for performance, security risks, and updates. Patching
and upgrades are overseen by skilled server technicians with the ability to lab-test changes prior to
deploying them into production where they can impact your operations.
Similarly, we put the same attention and care into the appliances that run your network, from switches
to access points, including firewalls, edge appliances, VoIP controllers, and more. Our team tracks
appliance traffic, performance, and available firmware to make sure these critical components are
updated and operating at their peak performance.
IntelesysOne provides high expertise when it comes to ensuring the City of La Quinta is running on an
efficient, fast, secure network backbone. Our team of engineers is well-versed in designing and
managing network traffic flow, routing, and QoS (Quality of Service) – between offices and between
sites – to ensure that business-critical applications are accessible, prioritized properly, and delivered
using the most effective means possible.
Ongoing Support Team:
IntelesysOne will provide the City of La Quinta with a dedicated account manager, designed to bring
CIO-level oversight and input to the IT operations of the city.
When providing support uses a combination of onsite and remote support to meet the needs of its
managed IT clients. Our in-house Service Dispatcher triages every ticket independently and identifies
the most ideal method of resolving the issue in the fastest and most effective manner possible.
All support is provided by our 100% Ontario, California-based team of engineers, with Level 1, Level 2,
and Level 3 technical resources available within minutes of La Quinta. With no outsourcing of our
support staff, we are able to ensure that the city will always be in the hands of those who are most
familiar with its operations.
IntelesysOne’s service delivery and standards are based on the ITIL framework. This foundation
provides best-practices for IT processes, staffing, strategic planning, acquisition and lifecycle
management and more.
Exhibit B
Schedule of Compensation
With the exception of compensation for Additional Services, provided for
in Section 2.3 of this Agreement, the maximum total compensation to be
paid to Contracting Party under this Agreement is
The ($) (“Contract S u m ”).
Contract Sum shall be paid to Contracting Party in installment payments
made on a monthly basis and in an amount identified in Contracting Party’s
schedule of compensation attached hereto for the work tasks performed and
properly invoiced by Contracting Party in conformance with Section 2.2
this Agreement.
of
Based on hours used
Exhibit C: Schedule of Performance
IntelesysOne’s White Glove Onboarding – Initial Services:
IntelesysOne’s White Glove Onboarding process was designed to deliver an incredibly smooth
transition from your existing IT support to our team. As we begin our engagement with the City of La
Quinta we can customize the actual timeline to accommodate the city’s needs and existing schedule.
The following is an example of how we have onboarded similar clients over period of 3-4 weeks:
1. Week 1 – Client Setup & Provisioning
a. Conduct initial user enrollment
• Collect pertinent data on all managed users within the City of La Quinta
• Add user data to IntelesysOne internal systems for managing communication,
requests from users, and approval verifications
b. Provision client services
• Create all necessary accounts in IntelesysOne monitoring tools, documentation
and inventory platforms, DNS/web hosting, antivirus, web protection, and email
protection.
• Implement IntelesysOne AD user account
c. Onsite deployment of agents and asset tags
• Affix management asset tags to all devices and record with client inventory
• Generate tag file on computers
• Install management and support agents
d. Full documentation of the environment
• Review all existing documentation provided by the City of La Quinta and the
previous IT provider
• Conduct 500-point Onboarding Assessment, reviewing and documenting all
aspects of the City of La Quinta’s network environment, processes, third-party
vendors, and more
e. Conduct onsite End-User introductions.
• Per the city’s preference, this can be accomplished as brief presentations to users
in group settings, 1-on-1 introductions by the IntelesysOne team at end-users’
desks, or a combination.
2. Week 2 – Analysis & Implementation
a. Implement IntelesysOne credential standards and document accordingly
• Change passwords for router, switches, and other discovered devices
• Change password for client’s AD admin user account
• Push local management credentials to all workstations
b. Generate a Network Health Snapshot
• Run initial onboarding Health Reports as a baseline for future comparison and
measurement
• Prepare report of any initial observations and recommendations
c. Go-Live Readiness review
• The City of La Quinta and IntelesysOne meet to review initial findings during
onboarding and certify that both parties are ready for IntelesysOne to assume
support and management
• Verify monitoring/patching readiness and enable
3. Week 3 – GO LIVE & Start of Regular Management
a. Communication with users
• Together, city leadership and IntelesysOne send an email to all staff reminding
them of the coming transition, reiterating any new processes for obtaining
support. (This should be sent 2-3 days prior to the transition.)
b. Provide onsite support for Go Live
• Engineers onsite at key locations
c. First week follow-up meeting with IntelesysOne and City of La Quinta
• Review Go-Live success and any notes
• Schedule initial City Technology Planning meeting – a regularly recurring meeting
to ensure IntelesysOne and the City of La Quinta remain aligned
4. Week 4 – Onboarding Review & Initial City Technology Planning Meeting
a. Review initial ticket submissions and End User adoption
b. Conduct City Technology Planning meeting
c. Address any punchlist items generated throughout the onboarding process
d. IntelesysOne prepares an Onboarding Report that may be submitted to City Council for
review of the completed process
IntelesysOne’s Government SLAs – Ongoing Support & Engagement:
IntelesysOne has additionally developed finely-tuned Government SLAs that we use to ensure our
response and service delivery meet the demanding needs of municipalities like the City of La Quinta.
Tickets are always address in the order of identified priority, and within the thresholds of our
Government SLA.
The following IntelesysOne Government SLA Chart illustrates our commitment to delivering our clients
the best levels of support. The Maximum Response Time identified below is the longest duration you
can expect to wait for an engineer to be personally addressing your reported issue. The Escalation Time
is the interval by which the assigned engineer or team must check in with IntelesysOne management to
ensure that appropriate progress is being made and the most idea path(s) to resolution are being taken.
Priority
Maximum Response Time
Escalation Time
Priority 1: EMERGENCY
Significant number of users prevented from performing a key function of their job due to a failure of connectivity, a critical server or appliance, or a line-of-business application.
15 Min
24 HOURS
1 Hr
24 HOURS
Priority 2: URGENT
Significant number of users prevented from utilizing a secondary (supporting) server, appliance, or application.
Issue representing a sign of eminent failure of any of the above would result in a Priority 1 or Priority 2 condition.
30 Min
OFFICE HOURS
3 Hr
OFFICE HOURS
Priority 3: STANDARD
Issue affecting a non-critical function of one or a few users resulting in an inconvenience or frustration.
1 Hr
OFFICE HOURS
8 Hr
OFFICE HOURS
Priority 4: NON-IMMEDIATE
Issue not requiring immediate attention. These are often requests which may be addressed within a reasonable time or at the next scheduled onsite visit.
4 Hr
OFFICE HOURS
16 Hr
OFFICE HOURS
Additionally, we monitor our service delivery performance in real-time so that we can make on-the-fly
adjustments with live data to improve overall response and client experience:
Exhibit D: Special Requirements
IntelesysOne does not have any special requirements.
Exhibit E
Insurance Requirements
Insurance. Prior to the beginning of and throughout the duration
of this Agreement, IntelesysOne shall maintain and keep in full
force and effect providing insurance with minimum limits as indicated
and issued by insurers with A.M. Best ratings of no less than A-VI:
below
Cyber Liability – Coverage and minimums met or exceeded
Commercial General Liability Coverage and minimums met or exceeded
General Liability Additional Insured Coverage
and minimums met or exceeded
General Liability Primary and Non-contributory
Commercial Auto Liability Coverage and minimums met or exceeded
Errors and Omissions Liability Coverage and
minimums met or exceeded
Workers’ Compensation Coverage and minimums
met or exceeded
Workers Compensation with Waiver of Subrogation
Coverage and minimums met or exceeded
Exhibit F
Indemnification
IntelesysOne, if awarded the contract, shall indemnify for the benefit of the
city of La Quinta as follows:
Indemnification for Professional Liability
Indemnification for Other Than Professional Liability
Indemnity Provisions for Contracts Related to Construction
Indemnification Provision for Design Professionals