| | | | | | | | | City of Independence | | AGENDA ITEM COVER SHEET |
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| | | | | | | | Agenda Title:
Council action is requested to issue a purchase order to Riverside Technologies, in the amount of $112,800 for managed IT services. |
| | | | | | | | Recommendations:
Council action to issue a purchase order in the amount of $112,800 to Riverside Technologies. |
| | | | | | | | Background:
This agreement with Riverside Technologies (RTI) is the annual renewal for the outsourced Technology Services Help Desk and adds an additional support to that contract focused on security and operations of our Microsoft Azure cloud-based services such as email, user accounts, and the growing list of cloud-based services utilized across the city.
The outsourced Technology Services Help Desk has resulted in significant efficiency gains for the City. Technology Services receives approximately 7800 help desk tickets received annually. The outsourced help desk provides the initial contact and information gathering on most help desk tickets and is able to resolve approximately 45% of these requests without escalating to Technology Services staff. This saves significant staff time which results in more time being spent on technology improvements. In addition to gaining staff efficiencies, the hours of the help desk have been expanded from 8:00 AM - 5:00 PM to 7:00 AM - 7:00 PM.
Approval of this item shall authorize change orders up to a total of ten (10) percent of the authorized amount for each order, provided appropriations are available. |
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Fiscal Impact:
The fiscal impact to the City for the current fiscal year is $112,800. The funding is included in the fiscal year 2022/2023 adopted budget.
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| | | | | | | | | Department: Finance & Administration | Contact Person: Chris Johnson |
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| REVIEWERS: | | Department | Action | | Technology Services Department | Approved | | Finance Department | Approved | | City Managers Office | Approved | | City Clerk Department | Approved |
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| Council Action: | Council Action: |
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| ATTACHMENTS: | | Description | Type |  | Quote | Backup Material |
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