STRATEGIC PRIORITY: Government Performance and Financial Management
AGENDA DATE: May 12, 2021
COUNCIL DISTRICT(S): All
DEPARTMENT: Office of Procurement Services
EXECUTIVE: Elizabeth Reich
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SUBJECT
Title
Authorize Supplemental Agreement No. 2 to exercise the first of three, one-year renewal options, to the service contract with GTS Technology Solutions, Inc. for desktop support services for the Department of Information and Technology Services - Not to exceed $3,324,940.95 - Financing: Data Services Fund (subject to annual appropriations)
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BACKGROUND
This action does not encumber funds; the purpose of a service contract is to establish firm pricing for services, for a specific term, which are ordered on an as needed basis.
This Supplemental Agreement will provide for continued desktop support services throughout the City. The City has outsourced its technology help desk services since 2006. Services within the contract gives the City the ability to leverage support when needed to address the ever-changing technology needs of City departments in their fulfillment business operations. Primary services covered by this contract include:
* 24x7x365 help desk (call center) support for end users
* A single point of contact for reporting problems or requesting services
* Managing trouble calls and service requests from initiation through resolution
* Support end users over the phone and onsite
* Provide onsite deskside technicians to respond to priority items
* Installing, moving, changing, and repairing computer equipment and software
* Provide first level response and triage for software applications
Along with the core services listed above, this service contract also provides for enhancements of existing support levels, which includes unlimited call volumes, expanded support for Apple and Android devices, and service level requirements with penalties. This service contract also provides ...
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