RFP IT Management Services - Q&A Responsesta Qwkra
CALIFORNIA
IT MANAGED SERVICES RFP FEBRUARY 26, 2024
QUESTIONS AND ANSWERS
1. Could you send us a clean copy of the equipment list from page 11
and page 12? It appears that it was cut off during the download, and
the device information was left out?
See attached, no additional device information will be provided at this
time.
2. Your RFP mentions Microsoft 365 licenses. Could you kindly provide
the license types and quantities for each?
The City is in the middle of transitioning licensing but can provide a
rough estimate now at 100 G3 Licenses anticipated.
3. How are your Microsoft licenses billed today? For example, are they
billed directly by Microsoft, or are you getting them from your current
IT provider?
Our IT Provider negotiates the deal on our behalf as we purchase
directly from Microsoft.
ta Qwkra
CALIFORNIA
4. About how many employees have laquinta.gov email addresses or
user names? Either in total or by site??
We have approximately 150 laquintaca.gov email addresses, and all
emails are provisioned LaQuintaCA.gov domain when associated with
the City of La Quinta.
5. Who is your current internet service provider(s), and what speed are
they supplying?
City Hall Primary: Frontier 2 Gig Circuit
City Hall Secondary: Spectrum 1 Gig Back -Up Circuit (Failover)
There are additional locations with internet being provided for City
Facilities to be discussed.
6. Would you need on-site services?
Read the RFP for requirements. Failure to provide onsite staffing will
result in disqualification.
7. Would you consider remote work
Read the RFP for requirements. Remote work is only permissible for a
helpdesk, while an onsite staff is mandatory.
ta Qwkra
CALIFORNIA
8. Do you currently use Microsoft Teams and/or Microsoft SharePoint?
Yes, both.
9. Is there software in place currently to manage endpoints remotely? If
so, what product(s) are being used?
Datto RMM
10. How often are the devices and endpoints being updated?
Monthly/quarterly/etc. basis?
Monthly
11. Do you have employees working remotely that use a company
device?
Yes
12. RE: VPN tunnels, can the City of La Quinta confirm how many
tunnels exists between all the sites.
Four
ta Qwkra
CALIFORNIA
13. RE: vLANS, approximately how many will be under
management?
Approximately 30
14. RE: Core System, What operating systems and versions are
being run by the 16 servers?
VMware ESXi 6.7.x ; Microsoft Windows Server 2019 Standard 10.O.x
15. RE: Servers and Network Applications, what operating systems
and versions are being run by the 22 servers?
VMware ESXi 6.7.x ; Microsoft Windows Server 2019 Standard 10.O.x
16. RE: Network Appliances, how many SonicWall Firewalls are in
service?
Four
17. RE: Network Appliances, how many Cisco Meraki Switches are
in service?
Twenty-eight
ta Qwkra
CALIFORNIA
18. RE: Network Appliances, how many Ubiquiti Wireless Access
Points (WAPS) are in service?
Twenty-six
19. RE: Mobile devices, with the mobile device management (MDM)
in place, can you describe what level of MSP support is expected by
the City of La Quinta?
Apple Business Manager & Hexnode MDM
20. RE: Cyber -security, is the 24x7 monitoring just for uptime of
services or does the City of La Quinta require a true security
operations center (SOC) and/or SIEM?
SOC and SIEM preferred.
21. RE: Network reliability, can you describe more in detail the
email monitoring you require?
Email monitoring, spam filtering & management via 0365 Exchange
ta Qwkra
CALIFORNIA
22. RE: Network reliability, can you describe more in detail the level
of VOIP/analog telephone support you require and share the current
VOIP vendor and analog vendor?
Mitel basic management and support at this time. Migrating to Zoom
VOIP. Vendor for analog is TPX.
23. RE: Customer service/help desk, can you clarify if the after-
hours help desk you seek is true 24x7 or is on-call
acceptable? Would you like to see solutions for both?
24x7 Preferred.
24. RE: Organizational governance, can you provide more detail
what your requirements are?
Two on-site technicians with technical manager for oversight and
liaison for project management and task coordination with City
management.
25. RE: IT management tool stack, can you confirm that the City of
La Quinta expects the MSP to bring its own IT management toolsets.
MSP is expected to bring toolsets including but not limited to
inventory management, remote access and monitoring of supported
devices, ticket management, and more.
ta Qwkra
CALIFORNIA
26. RE: Application support requirements, will you be requiring
front line support with escalations to vendors when needed? Or full
support for all applications?
Need front line support on coordination and escalations with
technical vendors as needed.
27. RE: Software Vendors, will the City of La Quinta have support
agreements in place for the software the MSP will be providing
support for.
The City of La Quinta maintains support agreements for critical
software applications for city services while the MSP will be
responsible for helping procure and assist with support agreements
for other vendors for software such as Adobe, Microsoft 365, etc.
28. RE: Backup, can you confirm if there a current backup solution
in place that the MSP will be managing or are you asking the MSP to
provide its own backup solution?
There is an existing backup solution in place.
29. RE: Remote cellular support, can you provide more detail the
support requirements of the cellular communications (Squad Cars)?
Vendor support for cellular communication related to city needs is
primarily Verizon. City coordinates with MSP and vendor for
escalations or technical support.
ta Qwkra
CALIFORNIA
30. Regarding the onsite tech availability requirements, will the city
provide a desk or space for the tech?
Office space and desk space is provided.
31. What are some of the city's most important criteria when making
decisions for IT and Cyber Security?
Comprehensive security measures and infrastructure are imperative.
As a government organization, regulatory compliance and data
privacy are also of critical importance. Additionally, due to the fast
pace of urbanization within the City of LaQuinta, our partner MSP
needs to be capable of assisting the city with scalability, flexibility,
and business continuity. The ideal MSP will not just be a service
provider but a strategic partner in aligning the City of LaQuinta with
its long-term goals.
32. What worked and did not work with the current IT company
(acorn)?
The City is at its 5 year limit and is now opening the contract
opportunity up for all bids, per our policy.
33. What is the city's proposed and adopted budget for consultants
(under contracted services 502-0000-60104) for 24/25?
Varies each year.
ta Qwkra
CALIFORNIA
34. What does the city do today for cyber security protection?
Auditing?
End-point security on all devices. Continuous monitoring of devices
with real-time threat detection. Vulnerability Detection and Response
(VDR) provides continuous scanning, identifying and assessing of the
network for vulnerabilities. Security Operations Center (SOC)
provides round-the-clock monitoring and analysis of the city's
cybersecurity posture. MSP security engineers handle Security
vendor escalations, coordination, and strategic planning. The city
conducts regular security audits to assess the effectiveness and
reliability of its security measures.
35. Does the city feel their current cyber security strategy is
sufficient or does it need improvement? If so any particular area of
concern?
The evolution and advancement of techniques and capabilities within
the cyber threat landscape require our partner MSP to develop a
strategy that should continuously be evaluated against the latest
threat intelligence and trends in cyber -attacks.
36. Has the city experienced any malware or network intrusion
issues in the past three years? If so can you elaborate what
happened?
No critical or severe security events have occurred in the past three
years.
ta Qwkra
CALIFORNIA
37. Would the city like the following included in the quote or does
the city contract for these services directly
Anti-virus
Email filtering
Web content filtering
EDR / MDR (Response)
MDM (Mobile)
Cyber security testing
Phishing testing?
Yes to all as optional items in the contract, please keep any
information such as scope and fee separate from Managed IT
Services core contract components.
38. Are there any major network projects happening within the next
12 months?
Continuous roll-out of newer generation technology for networking,
security, etc., is persistent.
ta Qwkra
CALIFORNIA
39. Do we need to have an actual office in CA? or is it enough if we
will provide a tech on site?
Office location within 2 hours of the city is preferred.
40. Is there anyone internal in the city of La Quinta whom "we"
interface with?
City Manager's Office
41. What are the ways of communication between the city of La
Quinta and "us" .. email, ticketing portal, phone call etc?
Ticketing system, on-site technicians, Email and phone support are
means of communication that are acceptable.
42. On site personnel: The 2 persons. Are they required to be
available as needed per SLA or be on site at a given location and at
a given time?
The on-site technicians are required to be on-site Monday -Friday
7:30AM-5PM. Staff must also be available for Council and
commission meetings for immediate support.
43. Are there any projects in WIP(Work in progress) or limbo?
Several projects currently in progress.
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44. Are there any immediate projects or compliance requirements
that require priority?
Yes.
45. Is the current documentation up to date and validated?
Yes. Documentation is routinely updated.
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CALIFORNIA -
46. Are there any NOC(Network Operations Center) tools used
(owned) by the city, or are all tools MSP provided/dependent?
MSP provides tools and staffing for NOC.
47. Are there any current issues in the environment as far as
technology?
None to note.
48. Are there any known issues with current MSP that you'd like to
see addressed or improved?
No
49. Do we have vendor support for all hardware, software and
systems used by the city of La Quinta?
Not all software. However, most of the widely utilized and critical City
staff software has vendor support.
50. Do you have a list of vendors or can we use our own vendors
for support and procurement?
At this time, the City of LaQuinta has the vendor support needed.
51. Whom do we report to? A committee or an in-house person(s)?
City Manager's Office.
ta Qwkra
CALIFORNIA
52. Can we migrate away from Hexanode MDM for cell phone
management?
Not at this time but explain if your organization believes there are
better options.
53. Is the intent to migrate away from Nimble Storage to the MSP
chosen backup disaster recovery solution? Or is the intent for the
MSP to take over management?
MSP to take over management.
54. How much storage is currently being backed up?
Differential back-ups take place every 4 hours. Estimate, several
terabytes of data currently stored.
55. Are there high availability firewalls in place?
Yes.
56. What ongoing phishing awareness solution is in place, and is
the intent to replace or takeover this solution?
KnowBe4. Take-over. Open to other options.
57. At which location is the onsite technician required?
LaQuinta City Hall: 78-495 Calle Tampico, La Quinta, CA 92253
ta Qwkra
CALIFORNIA
58. Why is there a need for an onsite technician?
Hardware failures, physical connections, network troubleshooting
require on-site hands to assist. This also includes real-time support
for critical events and emergencies in order to reduce the downtime
and potential impact on city operations.
59. What are the technical requirements of the onsite technician? Is
this person an engineer with an advanced level of knowledge, or is
this person a tier 1 or 2 boots -on -the -ground and hands -on -keyboard
type of individual?
We require one desktop support engineer, and one engineer capable
of desktop support AND network troubleshooting.
60. Are there support contracts in place for the chosen IT vendor to
work with the software enterprise applications as a liaison for
troubleshooting? Or is it expected for the chosen IT vendor to have
in-house knowledge of all the specific applications listed?
There is in-house documentation to reference for city -specific
installs/troubleshooting, including support contracts on critical
software applications.
ta Qwkra
CALIFORNIA
61. What is the support model today for IT infrastructure (LE
Servers, network, voice, databases, backup)?
Servers: Remote monitoring, security, and management.
Onsite Support: Combination of remote support for troubleshooting
with onsite visits for hardware issues, installations, projects. Etc.
Network: NOC. Configuration Management. Performance Tuning.
VoIP: Basic support and troubleshooting. Engaging with service
providers for issues related to connectivity, QoS, and hardware
problems related to VoIP or PBX systems.
Databases: Data integrity and backups, security, and compliance.
62. What is the current IT staff count?
Eight IT personnel supporting the City of LaQuinta from the MSP.
63. What is envisioned IT organizational structure?
Executive leadership such as CIO or CTO who oversees the entire IT
department, aligning the Information Technology and Cyber security
strategy and efforts based on the requirements set forth by the City
Manager's Office. PMO department who oversees project managers
and projects across the city IT landscape, ensuring projects are
delivered on-time, within budget and aligned to the strategic goals of
the city.
ta Qwkra
CALIFORNIA
64. Will Acorn be allowed to re -bid?
Yes.
65. Are there any known challenges with the current support
model?
There can be improvements.
66. What are the pain -points within the current MSP model or with
the current MSP?
This is between the city and current MSP.
67. Is there any one thing that the City is not getting today from their
partner they would like to see as an outcome of this new RFP
solicitation?
This is between the city and current MSP.
68. To what extent is on-site resources expected?
Monday -Friday, 7:30AM-5PM (with extended shifts during City Council
meetings or as needed)
69. Are there any restrictions to providing remote managed
services?
All technicians must have a background check performed.
ta Qwkra
CALIFORNIA
70. "The IT section maintains the City's IT budget and procures all
necessary technology such as computers, tablets, phones, peripheral
devices, and software licenses." Is it the intent that the chosen
vendor will provide services and procurement of hardware and
software?
Yes.
71. What are the expected and envisioned scope of services for
security monitoring?
Continuous threat monitoring and mitigation. Intrusion detection and
prevention. Vulnerability management. Security Incident Response.
Security Awareness Training for City Staff. Advanced Security
Analytics and Mobile (MDM) Security.
72. Would the provider be expected to provide a managed SIEM?
Yes.
73. Would provider be expected to provide remediation services for
any security incidents?
Yes.
74. Will the supplier provide SOC? Does the City have SOC
resources?
No. MSP must provide SOC resources either by third -party or in-
house.
ta Qwkra
CALIFORNIA
75. Will the supplier be expected to use City toolsets? If, yes please
list.
Yes. Remote management, Ticketing management, inventory
management and documentation for installations, configuration
items, troubleshooting, vendor information, etc.
76. Is the business impact for security incidents clearly defined and
documented?
Yes.
77. What processes are in place for proactive Security
management?
Continuous threat monitoring and mitigation for endpoints and
servers. Intrusion detection and prevention. Vulnerability
management on city network. Security Incident Response plan.
Security Awareness Training for City Staff. Advanced Security
Analytics and 24x7 Security Operations Center to monitor network
activity in real-time.
78. What is the future use case expectation for Marketplace.City ?
The City continues to monitor the use and has not made final
decisions.
79. Is the "Form 700" to be included within the proposal response or
is it something that will be handled at time of award?
Time of award.
ta Qwkra
CALIFORNIA
80. 1 notice that the RFP touches on the Police network. Are the
emergency response systems and corresponding law enforcement
data systems included in the scope of this project? In summary, can
you confirm the scope of work as it relates to the Police network?
Critical Police data and network systems are managed by another
party. The City traffic network system to view traffic footage is used
by the Police. The city does not manage or support Police IT
equipment.
81. Is there an on -premises Exchange system, or are emails
(Exchange) fully hosted in the Office 365 platform?
The email environment is hybrid, but primarily 0365 cloud.
82. Is Active Directory synchronized with Office 365?
Yes.
83. Is the City interested in exploring migration to a more cloud -
focused infrastructure?
No. MS365 is the standard for government organizations.
84. Is there an on -premises Backup, Continuity, and Disaster
Recovery appliance currently in place?
Yes.
85. Has a formal Recovery Time Objective (RTO) been established?
Yes.
ta Qwkra
CALIFORNIA
86. How much data will need backed up, and what is the retention
period required?
Yes. Retention period is dependent on the datatype.
87. "Work order/ticketing system to track reported issues,
accessible to authorized City staff" How many staff require this
function?
Any/all City Manager's Office Staff.
88. Do you hold maintenance agreements with all hardware and
software vendors in the environment?
Yes.
If your question was not answered, this is due to it being received after the
deadline, or was redundant and answered as part of another question listed
here. Thank you and we look forward to receipt of your proposal.
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CALIFORNIA
Doug Kinley III I Management Analyst
City Manager's Office
City of La Quinta
78495 Calle Tampico I La Quinta, CA 92253
Ph.760.777.7085
E. DKinley(D-LaQuintaCA.Gov
www.laquintaca.gov
www.plaViniaguinta.com
ATTACHMENT FOR Q&A
Mark place city
OPEN
Managed IT Services
-N Standard
u City of La Quinta, CA
Release Date: Tuesday, February 13, 2024
Due Date: Friday, March 1, 2024 7:00pm
10W Posted tn Tuesday, February 13, 2024 4:13pm
All dates & times in Central Time
T* Post Information
Posted At:
Tue, Feb 13, 2024 4:13 PM
Sealed Bid Process:
No
Private Bid:
No
1. Introduction
1.1. Summary
Edit DP O Preview
The City of La Quinta, CA seeks to find a vendor to provide Managed IT Services necessary for day-to-day IT operations and to help
the City align itself with best practices in municipal government information technology for a city of La Quinta's size and complexity.
The City is specifically interested in cybersecurity, network management, ensuring device reliability, and organizational governance.
The selected partner is expected to fully take advantage of existing enterprise applications and support the strategic adoption of new
technologies to realize tangible improvements for City Hall and its residents.
1.2. Timeline
Release Project Date:
February 13, 2024
Question Submission Deadline:
February 19, 2024, 7:00pm
Question Response Deadline:
February 26, 2024, 7:00pm
Proposal Submission Deadline:
March 1, 2024, 7:OOpm
Complete Evaluations of Proposals
April 19, 2024
City Council Consideration and Approval:
May 7, 2024, 6:OOpm
Agreement Effective Date and Project Start Date:
May 13, 2024
2. Cover Page
2.1. Introduction
Title: Managed IT Services
Background: Technology Procurement
Nicknamed the "Gem of the Desert", the City of La Quinta, CA is booming with a growing population of nearly 40,000 people, as well
as a large seasonal population of "snow birds." Incorporated in 1982, La Quinta is nearly surrounded by the Santa Rosa Mountains
and is located on the floor of the Coachella Valley. The City employs over 100 individuals and provides all local government services.
As part of The City of La Quinta's mission statement to provide fiscally sound, responsive municipal services and deliver those
services equitably and integrity, The City of La Quinta is working with Marketplace.city for technology sourcing and procurement. For
technology topics areas, Marketplace.city manages the process to provide The City of La Quinta with the market landscape of
companies and solutions, comparable implementations, contracts and pricing options, and various procurement options. The City of
La Quinta then selects the solution, vendor, and procurement vehicle that best fits their needs.
The following is an opportunity overview and associated vendor response form for interested vendors to read and complete to be
included in the reporting and selection process. Thank you in advance for your participation in the process.
Any information shared with The City of La Quinta through this process is subject to The State of California's Freedom of Information
Act.
2.2. Proposal Format and Requirements
1. ERRORS AND OMISSIONS
If a proposer discovers any ambiguity, conflict, discrepancy, omission, or other error in the RFP or any of its attachments, he/she shall
immediately notify the City of such error in writing and request modification or clarification of the document. Modifications will be
made by addenda. Clarifications will be provided in writing to all parties who have submitted proposals or who have requested an
RFP for purposes of preparing a proposal, without divulging the source of the request.
If a proposer fails to notify the City prior to the date fixed for submission of proposals of an error in the RFP known to him/her, or an
error that reasonably should have been known to him/her, he/she shall submit a proposal at his/her own risk, and if he/she is awarded
an agreement, he/she shall not be entitled to additional compensation or time by reason of the error or any corrections thereof.
2. MODIFICATIONS AND WITHDRAWALS OF SUBMITTED PROPOSALS
Proposer may withdraw proposals prior to the Submittal Deadline by submitting an emailed request to Doug Kinley, Management
Analyst at DKinley@LaQuintaCA.Gov. Withdrawn proposals will remain unopened.
Proposers may modify proposals prior to the Submittal Deadline by withdrawing their proposal as noted above and re -submitting anew
before the Submittal Deadline.
3. ADDENDA
The City may modify this RFP, any of its key action dates, or any of its attachments, prior to the submittal deadline. Addenda will be
numbered consecutively and noted following the RFP title. It is the proposer's responsibility to ensure they have incorporated all
addenda. Failure to acknowledge and incorporate addenda will not relieve the proposer from the responsibility to meet all terms and
conditions of the RFP and any subsequent addenda.
4. REJECTION OF PROPOSALS
The City may reject any or all proposals in whole or in part for any reason, including suspicion of collusion among proposers, and may
waive any immaterial deviation in a proposal. The City's waiver of an immaterial defect shall in no way modify the RFP as published
or excuse the proposer from full compliance with the specifications if he/she is awarded the agreement. Proposals referring to terms
and conditions other than the City's terms and conditions as listed in the RFP, may be rejected as being non-responsive.
The City may conduct an investigation as deemed necessary to determine the ability of the proposer to perform the work, and the
proposer shall furnish to the City all such information and data for this purpose as requested by the City. The City reserves the right to
reject any proposal if the evidence submitted by, or investigation of, such proposer fails to satisfy the City that such proposer is
properly qualified to carry out the obligations of the agreement and to complete the work specified.
5. CANCELLATION OF RFP
This RFP does not obligate the City to enter into an agreement. The City reserves the right to cancel this RFP at any time, should the
project be cancelled, the City loses the required funding, or it is deemed in the best interest of the City. No obligation, either
expressed or implied, exists on the part of the City to make an award or to pay any cost incurred in the preparation or submission of a
proposal.
6. DISPUTES/PROTESTS
The City encourages proposers to resolve issues regarding the requirements or the procurement process through written
correspondence and discussions during the period in which clarifying addenda may be issued. The City wishes to foster cooperative
relationships and to reach a fair agreement in a timely manner. Formal proposals for major professional and technical services shall
be governed by the City's Purchasing Policy.
7. NEGOTIATIONS AND FINAL AGREEMENT
The City's Agreement for Contract Services is enclosed as Attachment 1 for review prior to submitting a proposal. An agreement will
not be binding or valid with the City unless and until it is executed by authorized representatives of the City and of the selected
proposer. At the discretion of the City, any or all parts of the successful proposal shall be made a binding part of the agreement.
8. PRICING ADJUSTMENTS
The City reserves the right to negotiate final pricing with the most qualified proposer. Pricing shall remain firm for the entire initial term
of the agreement. Thereafter, any proposed pricing adjustment for additional periods, if any, shall be subject to the terms of the
agreement.
9. SELECTION PROCESS
Proposals shall be reviewed and rated based on the information requested by this RFP, as well as responses from references and
clients, background checks, any research on proposers, and other information pertinent to the evaluation process. Closely ranked
firms may be asked to furnish evidence of capability, equipment, and financial resources to adequately provide the services.
10. PROPRIETARY, CONFIDENTIAL, AND PUBLIC INFORMATION
10.1 Proprietary and Trade Secret Information:
A copy of each proposal will be retained as an official record and will become open to public inspection, unless the proposal or sperm
parts can be shown to be exempt by the California Public Records Act [California Government Code §7920.000 et seq.]. Each
proposer may clearly label part of a proposal as "Confidential" if the proposer thereby agrees to indemnify and defend the City for
honoring such a designation. The failure to so label any information that is released by the City will constitute a complete waiver of all
claims for damages caused by any release of the information. If a request for public records for labeled information is received by the
City, the City will notify the proposer of the request and delay access to the material until seven working days after notification to the
proposer. Within that time delay, it will be the duty of the proposer to act in protection of its labeled information. Failure to so act will
constitute a complete waiver.
10.2 Confidential Information:
Evaluation scores, weight factors, and negotiation notes are confidential and will not be released or retained [California Government
Code § 7922.500].
10.3 Public Information:
All proposals will be opened on March 4, 2024, and will be made available to the public upon request. By submitting a proposal, the
proposer acknowledges and accepts that the content of the proposal and associated documents will become open to public
inspection. The final, executed agreement will be a public document. Proposals and other information will not be returned.
11. PROPOSAL PREPARATION COSTS
Any costs incurred in the preparation of a proposal, preparation of changes or additions requested by the City, presentation to the City,
travel in conjunction with such presentations, or samples of items, shall be entirely the responsibility of the proposer.
12. INSURANCE REQUIREMENTS and ACKNOWLEDGEMENT
Proposals must include a completed "Insurance Requirements Acknowledgment" form included as Attachment 2 stating that, if
selected, the proposer will provide the minimum insurance coverage and indemnification noted in Exhibits E and F, respectively, of the
City's Agreement for Contract Services.
13. NON -COLLUSION AFFIDAVIT
Proposals must include an executed Non -Collusion Affidavit, included as Attachment 3, executed by an official authorized to bind the
firm.
14. CONFLICT OF INTEREST
The City requires a Statement of Economic Interest (Form 700) to be filed by any proposer who is involved in the making of decisions
which may have a foreseeable material effect on any City financial interest pursuant to the City's Conflict of Interest Code and the
California Political Reform Act of 1974. httpa //www.fppc.ca.gov/Form700.html
Commercial General Liability (at least as broad as ISO CG 0001)
$1,000,000 (per occurrence); $2,000,000 (general aggregate)
Must include the following endorsements:
General Liability Additional Insured
General Liability Primary and Noncontributory
Commercial Auto Liability (at least as broad as ISO CA 0001)
$1,000,000 (per accident)
Personal Auto Declaration Page if applicable
Errors and Omissions Liability $1,000,000 (per claim and aggregate)
Worker's Compensation (per statutory requirements)
Must include the following endorsements:
Worker's Compensation Waiver of Subrogation
Worker's Compensation Declaration of Sole Proprietor if applicable
Cyber Liability
$1,000,000 (per occurrence); $2,000,000 (general aggregate)
13. NON -COLLUSION AFFIDAVIT
Proposals must include an executed Non -Collusion Affidavit, included as Attachment 3, executed by an official authorized to bind the
firm.
14. CONFLICT OF INTEREST
The City requires a Statement of Economic Interest (Form 700) to be filed by any proposer who is involved in the making of decisions
which may have a foreseeable material effect on any City financial interest pursuant to the City's Conflict of Interest Code and the
California Political Reform Act of 1974. httpa //www.fppc.ca.gov/Form700.html
15. LOCAL BUSINESS PREFERENCE
Local vendors are encouraged, but not required. For purposes of this section, 'local' shall be defined as an individual, partnership, or
corporation, which regularly maintains a place of business within a 40 -mile radius of the City.
16. CITY RIGHTS AND OPTIONS
The City reserves the right to:
Make the selection based on its sole discretion;
Issue subsequent RFP;
Postpone opening proposals or selection for any reason;
Remedy errors in the RFP or in the RFP process;
Modify the Scope of Services in the RFP;
Approve or disapprove the use of particular subcontractors;
Negotiate with any, all or none of the proposers;
Accept other than the lowest offer;
Waive informalities and irregularities in proposals;
Request additional information or clarification;
Request revisions during negotiations;
Invite any consultant of its choosing to assist with the evaluation of proposal responses or to provide the City with a second opinion
Enter into an agreement with another proposer in the event the originally selected proposer defaults or fails to execute an
agreement with the City in a timely manner.
17. VENDOR QUESTION AND ANSWER PERIOD
The City will be accepting questions until February 19 at 5:00 PM PT. Responses will be issued by February 26 at 5:00 PM PT.
Questions should be emailed to dkinley_@laquintaca.gov and CC'ed to andy_@marketplace.city.
3. Opportunity Overview
3.1. Goal
The City of La Quinta, CA seeks to find a vendor to provide Managed IT Services necessary for day-to-day IT operations and to help
the City align itself with best practices in municipal government information technology for a city of La Quinta's size and complexity.
The City is specifically interested in cybersecurity, network management, ensuring device reliability, and organizational governance.
The selected partner is expected to fully take advantage of existing enterprise applications and support the strategic adoption of new
technologies to realize tangible improvements for City Hall and its residents.
The City seeks a partnership with its Managed IT Services Provider. While any contract prescribes tasks and performance standards
to both the Vendor and the City, the City expects and is heavily reliant on the recommendations and proactive advice from its
Managed IT Provider to achieve the objectives described above.
3.2. Partner Overview
This procurement is pivotal to La Quinta's IT section of the City Manager's office as well as the entire city in order to continue to
provide outstanding products and services for the City and residents. The IT section maintains the City's IT budget and procures all
necessary technology such as computers, tablets, phones, peripheral devices, and software licenses.
3.3. Background
La Quinta currently contracts with Acorn Technology Services for Managed IT Services. The City's contract is ending and must go out
for RFP to evaluate potential partners for Managed IT Services in line with the City's budgetary and operational goals.
The City of La Quinta's Information Technology environment consists of eight (8) sites, approx. thirty (30) servers, around one hundred
sixty-seven (167) laptops and workstations, as well as several network and firewall appliances, and a mix of on -prem and cloud -
hosted software applications. This section will cover the following:
A. Physical Network Layout
1. The City's Core Network
2. The Talus Event Center
B. Logical Network Layout
C. Core Systems
D. Servers and Network Applications
E. Network Appliances
F. Workstations
G. Mobile Devices
H. Software and Desktop Applications
A. Physical Network Layout
The City's network infrastructure extends to the six (6) sites listed below.
No.
Facility Description
Address
1
City Hall
78495 Calle Tampico
2
Corporate Yard
78109 Avenue 52
3
Library
78275 Calle Tampico
4
Museum
77-885 Avenida Montezuma
5
Wellness Center
78450 Avenida La Fonda
6
Talus Event Center
79179 Ahmanson Ln
7
X -Park
46170 Dune Palms Rd
8
City Owned Building
51001 Eisenhower Dr
9
Miscellaneous Park Facilities
Across City of La Quinta
A.1. The City's Core Network:
The City's core network infrastructure and servers are all housed in City Hall. The City's Core Network runs on Spectrum's Enterprise
Dedicated 2 Gig Fiber Internet Access. The Yard, Library, Museum, and Wellness Center connect to the City Hall core network.
A.2. The Talus Event Center:
The Talus Event Center has a wireless bridge connection which feeds from the City Hall core network.
B. Logical Network Layout
The City's network is based on the campus model — consisting of core, distribution, and access layers. It is segmented into multiple
networks and VLANS, including:
• The management network contains the core and distribution switches, as well as various network appliances and network
management tools.
• The City's network is made up of workstations, printers, copiers, and wireless access points, as well as VOIP phones that are
installed at City Hall.
• The VOIP phones communicate on a segmented VLAN w/ QoS configuration applied.
• The Police network consists of stationary and mobile workstations (MDTs/MDCs) and network devices.
C. Core Systems
The core server is made up of six (6) Dell blade servers running VMWare vSphere Standard in a clustered configuration. This system
runs most of the City's servers — approximately 16 virtual servers — and is managed through vCenter. This system utilizes High
Availability and vMotion technologies, as well as a number of other features.
D. Servers and Network Applications
The City utilizes approximately (22) servers to meet its needs for network management, security, specialized applications, databases,
messaging, and storage. These include:
o Active Directory/DNS Management
o File Server
o Print Server
o Windows Software Updates Services
o Microsoft 365 Commercial
o Disaster Recovery
o Tyler Incode
o Laserfiche
o ArcGIS
o AXIS
• Genetec Security Center
E. Network Appliances
A number of network appliances perform key functions on the City's network (edge and core). These appliances include:
• SonicWall Firewalls
• Cisco Meraki Switches
• Ubiquiti Wireless Access Points
• QNAP WAN Switch and SAN Storage
• APC Power Supply
F. Workstations
The City has approximately 46 workstations and 121 laptops across all sites. The city is in the process of transitioning to laptops. The
city will reduce their total from 167 to 110 supported devices.
G. Mobile Devices
The City has approximately 81 City owned mobile devices. Hexnode Mobile Device Management is currently the MDM in place for all
cellphones and tablets issued to staff and council members of the City.
H. Software and Desktop Applications
The City workstations utilize a standard software suite, as well as specialized applications. The majority of the City's systems are web -
based and do not require any software installation. The base workstation has the following app configuration:
• Windows 10/11 Professional
• Microsoft 365 Apps
• Adobe Acrobat Reader
• Google Earth Pro
In addition to the standard software suite, individual departments utilize specialized software/hardware:
• Adobe Acrobat Pro DC — Enterprise Subscription
• Tyler Technologies - Eden ERP
• Laserfiche
• Timeclock (TCP Software) — Hardware & Web Access
• Bluebeam Revu
• ESRI ArcGIS Online
• Autodesk AutoCAD
Sum of Grand
Servers
Grand
Sum of VM
Type
macOS
Windows 10
Windows 11
PowerEdge R740xd
2
2
ProLiant DL360
1
Total
Gen10
DT
36
10
46
1 1
Platform
LT
7
28
86
121
Grand Total
7
64
96
167
Network Devices
Manufacturer
Nimble
Western
Grand
Type
APC
Dell
Meraki
ANAP
Sonicwall Ubiquiti
Storage
Digital
Total
Access Point
24
24
Firewall
2
2
NAS
1
3
4
SAN
1
1
Storage
3
3
Switch - Managed
1
23
1
25
UPS
4
4
Grand Total
4
2
23
3
2
2 24 3
63
Sum of Grand
Servers
Sum of Host
Sum of VM
Total
PowerEdge R640
3
3
PowerEdge R740xd
2
2
ProLiant DL360
1
1
Gen10
VMware Virtual
1 1
Platform
VMware7,1
15 15
Grand Total 6 16 22
Software Name
50onPaletteServer
Adobe Acrobat DC
Adobe Acrobat 2020
Adobe Acrobat XI Pro
Adobe Creative Cloud
Adobe Illustrator 2023
Adobe Illustrator 2024
Adobe InDesign 2022
Adobe InDesign 2023
Adobe InDesign 2024
Adobe Lightroom
Adobe Photoshop 2020
Adobe Photoshop 2021
Adobe Photoshop 2024
ArcGIS Desktop
Autodesk AutoCAD LT 2020
Autodesk AutoCAD LT 2024
Bluebeam Revu Standard 2020
Druva
ArcGIS Business Analyst Web App Online Term License 4.0
ArcGIS Desktop Basic Single Use License 10.1-10.8
ArcGIS Desktop Standard Concurrent User License 10.1-10.8
ArcGIS Enterprise Workgroup Standard Up to Two Cores License 10.7.1
ArcGIS GIS Server Workgroup Standard Additional Core License 10.7.1
AXIS
Genetec Security Center
I.R.I.S OCR
Laserfiche
Liberty Meeting Recording System
Liberty Player
LIBS_3_25_5
Nessus Agent (x64)
OpenVPN Connect
Parallels
PastPerfect Museum Software 5
PerfectDisk 12.5 Professional for Networks
PowerChime
PrusaSlicer version 2.7.1
RetinaEngrave3D 4.420
Revo
ScanSnap
Teams Machine -Wide Installer
ThermalTrap
Time Machine
Tyler Incode
VERIPATROL
Visioneer OCR FineReader Module 11
VSI VIC
Zoom Phones (130)
MS Office 365 Desktop Apps
Please see the link below to learn more about La Quinta IT and SB 272 Enterprise Systems:
https://www.laquintaca.gov/our-city/city-departments/city-manager-s-office/information-technology
3.4. Opportunity Overview
Qualified firms are asked to prepare a proposal that addresses all value-added and full-service requirements as described below. The
initial contract is anticipated for a period of 5 years commencing on or before July 1, 2024, with the potential for an option to renew it
for two additional years.
The La Quinta team is specifically focused on the following seven areas.
Cybersecurity
• Network and email system security (including anti-virus, security updates and patch management) monitoring and remediation.
This should include 24/7 monitoring of the City's network, email services, and critical systems with proactive communication and
escalation protocols based on the severity of any unscheduled outages
• Policies, precautions and practices adopted to avoid unauthorized access and manipulation of a data center's resources
• Administer and manage on-going training programs and regular phish and related tests for full user population
Network Reliability
• Network management and infrastructure support, including installation, configuration, administration, and maintenance of all
network equipment including switches, firewalls, routers, cabling, wireless access points, and other devices.
• Ensuring consistent internet connectivity for all City facilities
• 24/7/365 system monitoring and email monitoring
• Nightly backup plan for the critical servers, including a regularly -tested recovery process
• Proactive communication and escalation protocols based on the severity of any unscheduled outages
• Remote / Cellular communications support (Squad Cars, Terminal Services, PCs, laptops, tablets and Smartphones)
• VolP / Analog telephone management and support
Device/Hardware Management
• All maintenance, monitoring, and support for hardware (server, desktop, laptop, mobile), and inventory control and management
(hardware and software)
• Selection of commercially rated equipment, order placement, order tracking, shipping, equipment returns, and sourcing
and ordering of replacement parts
• Changes to the location or configuration of existing equipment or software, and installation of additional equipment or software
• Process for end -of -life notification, replacement, and asset decommissioning/disposal
• Delivery and setup of machines onsite
Customer Service/Help Desk Support
• 24/7/365 help desk support (on-call, after-hours on-site and remote support)
• Work order/ticketing system to track reported issues, accessible to authorized City staff
Organizational Governance
• Support La Quinta rules and regulations and provide best practices and recommendations
• User on boarding/offboarding
• Active Directory management
• System, network, and application documentation
• Regular reporting on purchases, assets, current activities and issues,
and project status reports
• Customized policies related to the use of technology
Management of Existing Enterprise Applications
• Recommend improvements to existing systems
• Maintenance and/or troubleshooting of existing systems
• All Microsoft 365 software and systems support
• Evidence -based familiarity with existing La Quinta technology
Strategic Adoption of New Technologies
• Proper implementation of new technology
• Technical evaluation of new technology as it relates to the current technology environment
• Formal evaluation of new hardware and software
• Deployment planning for business applications
3.5. Evaluation Criteria
• Capabilities
• Prior Experience
• Price & Model
• Approach & Implementation
• Value -Added Services
3.6. Approach & Timeline
This request for qualification was released on Tuesday, February 13, 2024.
The City may require additional meetings or demonstrations from qualified vendors to clarify points of the proposal and provide
finalized pricing.
We will be accepting responses through Friday, March 1, 2024 at 7:00 pm.
3.7. Partnership with Marketplace. city
The City of La Quinta, CA has partnered with Marketplace.city to support technology procurements. For selected areas,
Marketplace.city shows The City of La Quinta, CA the market landscape of companies and solutions, comparable implementations,
contracts and pricing options, and various procurement options. The City of La Quinta, CA then picks the solution, vendor and
procurement vehicle that best fits its need. Marketplace.city does not have a financial stake in this project, and the selected vendor will
have no financial obligation towards Marketplace.city upon contract award.
4. Attachments
n A- Marketplace.city Reference Document (1)_(2)
FxJ B -Basic Pricing Template (3).
® C -ATTACHMENT 1 CONTRACT EXAMPLE RFP 2024
® D - ATTACHMENT 2 INSURANCE REQUIREMENTS
® E - ATTACHMENT 3 NON -COLLUSION AFFIDAVIT FORM
® F - ATTACHMENT 4 ACKNOWLEDGEMENT OF RECEIPT OF ADDENDA
5. Vendor Information and Response
1. Solution
Overview of your offerings and solution
1.1. Please provide a 2 -page Solution Narrative describing your proposed solution and how it fits the City of La Quinta's
needs.*
Please be sure to address the following:
(a) Number of years in business
(b) Taxpayer identification number
(c) Number of years performing Managed IT Services
(d) Resumes of the Project Manager and key personnel who will be responsible for performance if any agreement results from this
RFP
(e) Firm ownership and if incorporated, list the state in which the firm is incorporated and the date of incorporation
(f) If the firm is a subsidiary of a parent company, identify the parent company
*Response required
2. Cybersecurity
2.1. Please confirm you are able to provide cybersecurity/network security services, including anti-virus, security updates and
patch management.*
Q Yes
Q No
*Response required
2.2. Please describe your incident response for a security event.*
Maximum response length: 300 characters
Enter response
l
*Response required
2.3. Have any of your clients experienced a ransomware attack in the last 12 months? If so, how did your company respond?*
Maximum response length: 300 characters
Enter response
*Response required
2.4. Are you able to administer and manage on-going training programs and regular phish and related tests for all La Quinta
employees?
Q Yes
Q No
*Response required
2.5. Please list any cybersecurity certifications that your company has achieved.*
Maximum response length: 300 characters
Enter response
*Response required
2.6. Please describe your approach to real-time perimeter monitoring.*
Please specify the ability to access real-time security information and log data, as well as stored logs.
Maximum response length: 300 characters
Enter response
*Response required
2.7. Do you maintain 24/7/365 health monitoring and availability of the delivery platform?*
Maximum response length: 300 characters
Enter response
*Response required
2.8. Do you provide annual security architecture review and vulnerability assessments?*
Maximum response length: 300 characters
Enter response
f
*Response required
3. Network Reliability
3.1. Please confirm you offer network management and infrastructure support services.*
Q Yes
Q No
*Response required
3.2. Can you provide installation, configuration, administration, and maintenance of all network equipment including swit%:..;s,
firewalls, routers, cabling, wireless access points, and other devices?*
Q Yes
Q No
*Response required
3.3. Please list the steps taken to repair an Internet outage, including communication and escalation protocols. How long does
it usually take to restore Internet, and how often do clients have outages?*
Maximum response length: 300 characters
Enter response
*Response required
3.4. Are you able to offer 24/7/365 system monitoring and email monitoring?*
Q Yes
Q No
*Response required
3.5. Please confirm you are able to conduct a nightly backup plan for critical servers, including a regularly -tested recovery
process*
Q Yes
Q No
*Response required
3.6. Can you provide support services for VoIP / Analog telephone management?
Please list any specific experience with Mitel.
Maximum response length: 300 characters
F
nter response
/.
*Response required
4. Device/Hardware Management
4.1. Can you provide all maintenance, monitoring, and support for hardware (server, desktop, laptop, mobile), and inventory
control and management (hardware and software)?*
Q Yes
Q No
*Response required
4.2. If no, please elaborate.
Maximum response length: 300 characters
Enter response
4.3. Please confirm that your services cover procurement management (selection of commercially rated equipment, order
placement, order tracking, shipping, equipment returns, and sourcing and ordering of replacement parts).*
Q Yes
Q No
*Response required
4.4. If no, please elaborate.
Maximum response length: 300 characters
Enter response
4.5. What is your process for keeping track of all La Quinta IT inventory?
Maximum response length: 300 characters
Enter response
'Response required
5. Customer Service/Help Desk Support
5.1. Please describe the customer service and help desk support your services provide. "
(For example, 24/7/365 support)
Maximum response length: 300 characters
Enter response
*Response required
5.2. Please describe the location of your office headquarters.
Maximum response length: 300 characters
Enter response
*Response required
5.3. Do you have a local office in Southern California within a 2 -hour drive from La Quinta? (Note: Your proposal may be
disqualified if you are unable to provide onsite staffing for the City, or do not have an office in Southern California)*
Please specify where your local office is located.
Maximum response length: 300 characters
Enter response
*Response required
5.4. During business hours, how long would it take someone to arrive on-site in the event of an IT emergency?
Q <1 hour
Q 1-2 hours
Q 2-3 hours
Q 3-5 hours
Q >5 hours
*Response required
5.5. During after hours, how long would it take someone to arrive on-site in the event of an IT emergency?
Q <1 hour
Q 1-2 hours
Q 2-3 hours
0 3-5 hours
t
Q >5 hours
*Response required
5.6. On -Site Staffing Availability? (Note: Your proposal may be disqualified if you are unable to provide onsite staffing for the
City)
Is your firm able to provide a minimum of 2 on-site desktop technicians, with one of the two technicians being proficient in Networking?
Enter response
5.7. Will the on-site technicians be able to work concurrently with City Staff's work schedule, including as -needed adjustments
to work later hours for events such as City Council, Commission Hearings, and Special Events at City Hall and other
locations?*
(Monday through Friday 7:30am to 5:30pm) (Tuesdays may require working as late as 10pm occasionally with notice in advance) ONE
ON-SITE TECHNICIAN MUST ALWAYS BE PRESENT
Q Yes
Q No
*Response required
5.8. Please describe the guaranteed and average response time for requests during business hours and after hours.
Maximum response length: 300 characters
Enter response
*Response required
5.9. Please upload response time and support SLAs. *
*Response required
5.10. What is the availability of key staff during normal business hours?
Maximum response length: 300 characters
Enter response
*Response required
5.11. Are there any penalties for your company if guaranteed response times aren't met?*
Maximum response length: 300 characters
Enter response
*Response required
5.12. Describe your work order/ticket system.
Maximum response length: 300 characters
Enter response
5.13. What are the steps used to escalate chronic or challenging problems?*
Maximum response length: 300 characters
f.
le
Enter response
*Response required
6. Organizational Governance
6.1. The selected La Quinta Managed IT Services partner is expected to contribute to organizational governance and support
and adhere to City rules and regulations. Please confirm you can provide these services.*
Q Yes
Q No
*Response required
6.2. Please select whether you can provide the following.
Select all that apply
Q User onboarding/offboarding
Q Active Directory Management
Q System, network, and application documentation
Q Regular reporting on purchases, assets, current activities and issues, and project status reports
Q Provide customized IT policies and provide best practices and recommendations
Q Have experience in Surplusing and Auditing based on State of California compliance activities for Cities
7. Management of Existing Enterprise Applications
7.1. Describe how major software upgrades will be applied. Are there extra fees for upgrades? If so, please describe.*
Maximum response length: 300 characters
Enter response
*Response required
7.2. Please describe your experience administering Microsoft 365 for clients. Please describe any Microsoft 365 certifications
you hold. *
Maximum response length: 300 characters
Enter response
*Response required
7.3. Please describe your familiarity and experience with other existing La Quinta technology, as listed in the Opportunity
Overview above. *
Please be sure to highlight technologies you are unfamiliar with.
Maximum response length: 500 characters
Enter response
*Response required
8. Strategic Adoption of New Technologies
8.1. Please confirm you can assist the City in adopting and implementing new technologies.*
le
!.
Q Yes
Q No
*Response required
8.2. What is your process and criteria for evaluating new software and hardware?*
Maximum response length: 300 characters
Enter response
*Response required
8.3. Please provide specific examples of how you have worked with customers that began with significant technology
limitations and helped to successfully transform them into organizations with well planned and executed technology
strategies? What were the critical success factors in this transformation?*
Maximum response length: 500 characters
Enter response
*Response required
9. Prior Experience and Case Studies
9.1. How many total state and local governments use your company for Managed IT Services?*
01-10
011-25
026-100
0100+
Q None
*Response required
9.2. Are the majority of your clients in the public sector or the private sector? Please provide an estimated percentage
breakdown if possible. *
Maximum response length: 100 characters
Enter response
*Response required
9.3. Please provide references for the City of La Quinta*
Please download the below document, complete, and upload.
x� Marketplace.city Reference Document (1).xlsx
*Response required
10. Pricing and Model
10.1. Please provide a pricing estimate to the City based on the information provided in this RFP.*
Please download the below document, complete, and upload. Please be sure to include a detailed fee schedule for the services
requested by this RFP and any complementary services offered along with corresponding prices. The initial contract is anticipated for a
period of 5 years commencing on or before July 1, 2024, with the potential for an option to renew it for two additional years. Please
include renewal costs as well.
xR Basic Pricing Template .xisx
*Response required
10.2. Please describe the key information you will need from the City of La Quinta in order to provide them with a more
accurate pricing estimate.*
Maximum response length: 300 characters
Enter response
*Response required
10.3. Please upload any standard pricing documents you wish to share.
11. Implementation
11.1. Please describe your implementation methodology, including average implementation time.*
Maximum response length: 500 characters
Enter response
*Response required
11.2. If we elect to move forward with your company, what City of La Quinta resources would you require (e.g., information,
data, staff resources, communication) during migration and on an ongoing basis?*
Maximum response length: 300 characters
Enter response
*Response required
12. Other
12.1. Please sign the four supplemental documents attached. *
1. Acknowledgement of Insurance Requirements (Attachment 2)
Proposals must include a written statement that, if selected, the proposer will provide the minimum insurance coverage and
indemnification noted in Exhibits E and F, respectively, of the City's Agreement for Contract Services included as Attachment 1.
2. Non -Collusion Affidavit (Attachment 3)
Proposals must include an executed Non -Collusion Affidavit, included as Attachment 3, executed by an official authorized to bind the
firm.
3. Acknowledgement of Addenda (Attachment 4)
If any addendum/addenda are issued, the proposer shall initial the Acknowledgement of Addenda, included as Attachment 4.
ATTACHMENTS
1. Agreement for Contract Services
2. Insurance Requirements Acknowledgement
Must be executed by proposer and submitted with the proposal
3. Non -Collusion Affidavit
Must be executed by proposer and submitted with the proposal
4. Addenda Acknowledgement
Must be executed by proposer and submitted with the proposal
2 Supplemental Attachments .docx
*Response required
12.2. Please indicate any Business Designations you have:
Select all that apply.
Select all that apply
Q Minority -Owned Business
Q Woman -Owned Business
Q Veteran -Owned Business
Q Small Business Classification
Q Local to California
Q Local to La Quinta
12.3. Anything else you want to tell us?*
Is there anything else important we should know about your solution, company or proposal? Please upload any supporting documents.
`Response required
12.4. By submitting, I understand that the City of La Quinta and Marketplace. city will receive this information. I have read and
understand the terms of this Opportunity.*
Please confirm
*Response required