Title
Technology Help Desk Services
Action
Action:
A. Authorize the City Manager to negotiate and approve a unit price contract with Intratek Computer, Inc. for technology help desk services for an initial term of four years, and
B. Authorize the City Manager to renew the contract for up to two additional, two-year terms with possible price adjustments and to amend the contract consistent with the City’s business needs and the purpose for which the contract was approved.
Body
Staff Resource(s):
Jeff Stovall, Innovation & Technology
Bert Davis, Innovation & Technology
Explanation
§ The City’s Technology Service Desk is a call center that offers a single point-of-contact for City employee inquiries and issues related to technology.
§ The Service Desk functions 24 hours a day, seven days a week, 365 days per year providing technical support for enterprise applications, departmental applications, computers, telephones, and other network infrastructure.
§ The Service Desk requires both the provision of professional services and the use of related software to perform effectively as company employees provide front line Service Desk assistance to City employees.
§ The City has contracted these services out for over 15 years.
§ On June 13, 2016, the City issued a Request for Proposal (RFP) for Technology Service Desk Services. In response to the RFP, the City received 13 proposals from interested service providers.
§ Upon review, Intratek Computer, Inc. was selected based on qualifications, experience, cost, and responsiveness to RFP requirements.
§ Estimated contract expenditures are $1,620,000 annually.
Charlotte Business INClusion
The City negotiates subcontracting participation after the proposal selection process (Part C: Section 2.1 of the Charlotte Business INClusion Policy). Intratek Computer Inc. has committed 20% ($322,675) of the total estimated annual contract amount to the following certified firms:
• Monarch Technologies (SBE) ($298,675 per year) (service desk staffing)
• Miles Technology Solutions (SBE) (estimated $24,000 per year) (special project staffing)
Fiscal Note
Funding: Innovation & Technology Operating Budget