Laguna Niguel City Council
May 3, 2022

CITY OF LAGUNA NIGUEL

CITY COUNCIL AGENDA ITEM
To: Honorable Mayor and Council Members
FROM: Justin J. Martin, Deputy City Manager
DATE: May 3, 2022
SUBJECT: Award of Professional Services Agreement for Information Technology and Geographic Information System Management Services with Infinity Technologies

RECOMMENDATION
Staff recommends that the City Council:

1. Approve the Professional Services Agreement for Information Technology and Geographic Information System Management Services with Infinity Technologies in the not-to-exceed amount of $492,000 per year for Fiscal Years 2022-23 through 2024-25, subject to extension administratively for two additional one-year periods; and,

2. Authorize the City Manager to execute the Professional Services Agreement and future amendments to the agreement, subject to the City Attorney making non- substantive changes.

BACKGROUND
The City of Laguna Niguel requires the services of an Information Technology (IT) firm to provide network management, desktop support, telephone support, software support, security administration, and oversight of the City's Geographic Information System (GIS).

These services ensure that the City's technology-based infrastructure is reliable and secure, allowing the City's operations to deliver community-based services without interruption.

In 2018, the City approved a contract with Interwest Consulting Group, Inc. to provide IT Management Services for a term of three years with two optional one-year extensions.

This contract will expire on June 30, 2022. The expiring contract provides the City with 62 hours per week of on-site IT support, at an annual cost of $362,084. In order to comply with the City's procurement and contractual policies, staff issued a Request for Proposals (RFP) in February 2022 (Attachment "A") to identify the most qualified firms to provide both IT and GIS Management Services. IT and GIS Management Services support City

Council Goal 4 (Infrastructure and Technology) of the City's adopted Strategic Plan.

ANALYSIS
The scope of services in the RFP for IT and GIS Management Services included the provision of network and system administration, security monitoring, on-site and remote help desk, procurement, backup and recovery operations, database administration, hardware lifecycle management, and project management. The RFP required a total of 77 hours per week of on-site support for IT Management Services and an additional 15 hours per week of support for GIS Management Services.

The provision of GIS Management Services is a new service to be included in the City's IT Management firm contract. Historically, the City has not received ongoing and consistent professional GIS Management Services. Instead, City staff have intermittently self-managed the City's GIS environment without an all-encompassing contract for the service, on a project-by-project basis. By including GIS Management Services in the comprehensive IT Services contract, the City will start consistently utilizing industry standards, reduce inefficiencies, and improve the quality of and quantity of GIS services provided to the community. This will include the ability to better view, understand, interpret, and visualize data in ways that reveal relationships, patterns, and trends through the use of maps, reports, and charts. The use of GIS is particularly useful in the City's Community Development and Public Works Departments as major benefit areas include planning, development and design, construction and project management, asset inventory, work order management and tracking, etc. Funding for varying GIS projects and professional services has been included in the City budget previously in the amount of $100,000. This existing funding, which has been separate from the IT Services contract, will now be folded into the comprehensive contract.

In response to the RFP, two proposals were received. The proposals were evaluated by an RFP selection committee based on the following five criteria: (1) Expertise of Key Personnel; (2) Scope of Services; (3) Cost and Work Schedule; (4) Client References; and (5) Interview. The RFP Evaluation Summary can be found in Attachment "B" ". Copies of the proposals are on file with the City Clerk's Office.

Year Infinity Technologies* SDI Presence, LLC
1 $492,000 $479,400
2 $492,000 $493,782
$492,000 $508,595
Total $1,476,000 $1,481,777
* Recommended
Following a review of the proposals, the RFP selection committee convened to discuss their independent findings and scheduled interviews. Through the interview process, it was determined that Infinity Technologies had the best combination of qualifications, methodology, experience, and overall costs that were competitive. Infinity Technologies fee was determined to be fair and reasonable and the lowest cost over the multi-year agreement. Infinity Technologies branched off from Interwest Consulting Group in 2021,

after being acquired in 2019 by SAFEbuilt, LLC. After becoming a private, independent company, Infinity Technologies retained their local government clients, including Laguna Niguel. All staff from Interwest Consulting Group also migrated to Infinity Technologies.

Infinity Technologies was selected as the recommended IT firm for providing all the required services in the RFP and for ensuring the participation of all IT and GIS staff during the interview process. In addition, Infinity Technologies provided the most customer references from local governments in the region, including the cities of Dana Point, La Mirada, Pico Rivera, and San Juan Capistrano. Reference respondents reported that the firm's work was completed accurately, thoroughly, and efficiently.

Since 2018, Infinity Technologies (formerly Interwest Consulting Group) has provided quality and reliable service to the City. They have been instrumental in the City's effort to migrate software services to the cloud, support the Parks & Recreation Department's move into the Crown Valley Community Center, create virtual workforce capabilities during the pandemic and beyond, and improve the City's cybersecurity in relation to all servers and workstations.

Staff recommends that the City Council approve the Professional Services Agreement with Infinity Technologies (Attachment "C") in the not-to-exceed amount of $492,000 per year for Fiscal Years 2022-23 through 2024-25, subject to extension administratively for two additional one-year periods. If approved by the City Council, the contract with Infinity Technologies will begin on July 1, 2022.

ALTERNATIVES CONSIDERED
The City Council may elect to:

1. Select a different firm that responded to the RFP and negotiate a contract with that firm. Staff does not recommend this alternative since staff believes it is in the best interest of the City to contract with Infinity Technologies, due to their level of expertise.

2. Reject all proposals and rebid the RFP. Staff believes that re-advertising and rebidding the RFP will not result in a more qualified contractor than Infinity Technologies, with a fair and competitive cost to provide IT and GIS Management Services.

FISCAL REVIEW
There is adequate funding in the Fiscal Year 2022-23 Administration Department budget for the IT and GIS Management Services proposed by Infinity Technologies. Subject to City Council approval, funding for IT and GIS Management Services will be budgeted in

LEGAL REVIEW
The City Attorney's Office has approved the Agreement and this staff report as to form.

CONCLUSION
Staff recommends that the City Council:

1. Approve the Professional Services Agreement for Information Technology and Geographic Information System Management Services with Infinity Technologies in the not-to-exceed amount of $492,000 per year for Fiscal Years 2022-23 through 2024-25, subject to extension administratively for two additional one-year periods; and

2. Authorize the City Manager to execute the Professional Services Agreement and future amendments to the agreement, subject to the City Attorney making non- substantive changes.

Jamasa 8 Astoran Set Matin
Tamara S. Letourneau Justin J. Martin
City Manager Deputy City Manager
Never 9 Emis Orating. Mater fin:

Kevin G. Ennis Russell Narahara
City Attorney Senior Management Analysi
Favian Bravo
Management Analyst
Attachments:

A. Request for Proposal - IT and GIS Management Services B. RFP Evaluation Summary
C. Professional Services Agreement with Infinity Technologies

ATTACHMENT A
Request for Proposals - IT and GIS Management Services
City of Laguna Niguel
Information Technology (IT) Management Services
Request for Proposals (RFP)
Issued: February 15, 2022 / Due: March 7, 2022 by 2:00 p.m. PST The City of Laguna Niguel (City) is requesting Proposals from qualified Information Technology firms specializing in comprehensive managed services. IT Management Services will support the City's operations at the four facilities pictured above (top left to right): City Hall, Crown Valley Community Center, Skateboard and Soccer Park, and Sea Country Senior & Community Center.

RFP Overview
RFP Title: IT Management Services
Scope of Work: See Attachment "A" (Scope of Services)
RFP Submittal Information: Interested Consultants will submit:

1. Six (6) printed copies of your Proposal in a sealed
envelope or box and marked with the RFP title by the
RFP Due Date; and,

2. A PDF copy of your Proposal, emailed to the City
Contact or provided via cloud service (Dropbox,
Google Drive, OneDrive, etc.).

No faxed Proposals. Late Proposals will not be accepted. No exceptions.

Printed Submittal Location: Laguna Niguel City Hall, c/o Russell Narahara, 30111 Crown Valley Parkway, Laguna Niguel, CA 92677
RFP Due Date: March 7, 2022 by 2:00 p.m. PST
RFP Submittal Requirements: | Submitted Proposals must include the information described in Section "III" (Proposal Form and Content) and Section "VI" (Forms to be Submitted) of this RFP.

Submitted Proposals will be considered non-responsive if the Proposal does not provide all the information requested.

Prior to Award of Contract: The successful Consultant must submit a Certificate of Insurance and related insurance endorsements that meet the City's criteria as described in the draft Professional Services Agreement (Attachment "D" of this RFP).

Pre-Proposal Meeting: None
REP Questions: Questions regarding this RFP must be submitted in the form of an email with the RFP title in the subject heading. The deadline to submit questions is February 21, 2022 by 10:00 a.m. PST. Questions should be addressed to the City Contact.

City Contact: Russell Narahara
Senior Management Analyst
Office: (949) 362-4313
Email: [email protected]
City of Laguna Niguel, CA - RFP - IT Management Services Page 2 of 73 Table of Contents
Section I - Background ..6
I-1. Purpose.. ..6
I-2. About the City ...6
I-3. Nature of Services Required ....7
I-4. City Contact. .7
I-5. Pre-Proposal Meeting
Section II - Proposal Process..... .....8
II-1. RFP Timeline.. ..8
I1-2. RFP Questions and Responses.. .8
II-3. RFP Due Date and Opening 9
II-4. RFP Evaluation Process
II-5. Consultant Interviews.. ... 10
II-6. Agreement Award 10
II-6-A. Request for Council Action ..10
II-6-B. Acceptance of Agreement ..10
II-7. Kick-Off Meeting and Transition Plan . 11
Section III - Proposal Form and Content.... ...11
III-1. General Information ..11
III-2. Proposal Format. 11
Section IV - Evaluation / Selection of Proposal.. ....14 IV-1. Clarifications.. .14
IV-2. Proposal Evaluation and Selection .. ...14
IV-3. Single or Multiple Contracts ...14
IV-4. Compensation ...15
Section V - General RFP Information...... ..15
V-1. Public Records. 15
V-2. Cancellation ..15
V-3. Late Proposals ..15
V-4. Disputes ..16
City of Laguna Niguel, CA - RFP - IT Management Services Page 3 of 73 V-5. Proposer Certifications.. ..16
V-6. Nondiscrimination ..17
V-7. Proposed Liability .17
V-8. City Requests for Clarification, Additional Research, and Revisions 17 V-9. Rejection of Proposals ..18
V-10. Modification or Withdrawal of Proposal by Consultant. ..18 V-11. Duration of Proposal.. :19
V-12. Local, State, and Federal Requirements.. 19
Section VI - Forms to be Submitted 19
VI-1. Summary Sheet (submit with Proposal).. 20
VI-2. Certification Statement (submit with Proposal). .21 VI-3. Cost and Work Schedule (submit with Proposal) ..22 Attachment A - Scope of Services .......... ...25
A-1. Overview.. .25
A-1.1. IT and GIS Management - Support Hours. ..25
A-1.2. Equipment, Systems, and Services .. ..26
A-1.3. Vendor Management. ..27
A-1.4. Definition of Consultant Staff ..27
A-1.5. Responsibilities for Consultant's Staff ..28
A-1.6. Other Definitions... ..28
A-2. Service Level Agreements. ..28
A-3. Scope Categories .. ..30
A-4. IT and GIS Management - Client Management .. ...30 A-5. IT Management - Maintenance ... ..32
A-6. IT Management - Response Services ..37
A-7. IT Management - Projects... ..38
A-8. GIS Management - Maintenance.. ..39
A-9. GIS Management - Response Services... ..43
A-10. GIS Management - Projects .. 44
Attachment B - Equipment, Systems, and Services. .48
City of Laguna Niguel, CA - RFP - IT Management Services Page 4 of 73 B-1. Overview. 48
B-2. Computing Devices ...48
B-3. Printers and Copy Machines.. 48
B-4. Network Overview.. ..49
B-5. Systems Overview.. ...51
Attachment C - City Holidays …........ .....55
Attachment D - Draft Professional Services Agreement. ....56 City of Laguna Niguel, CA - RFP - IT Management Services Page 5 of 73

SECTION I - BACKGROUND
I-1. PURPOSE
The City of Laguna Niguel ("City") seeks Proposals ("Proposals") from qualified firms ("Consultants") for Information Technology (IT) Management Services.

Proposals must conform with the requirements of this Request for Proposal ("RFP"). The City reserves the right to waive any irregularity in any Proposal or to reject any Proposal which does not comply with this RFP. Modifications to the RFP, including, but not limited to the Scope of Services (Attachment "A"), can be only made by written addendum issued by the City. Selection of Consultant will be made solely by the City on criteria determined by the City.

The successful Consultant will be required to enter into a Professional Services Agreement (incorporated herein as Attachment "D") which will include the requirements of this RFP as well as other requirements. By submitting a Proposal, Consultant agrees to all the terms of the RFP and Agreement. The City reserves the right to reject any Consultant(s) exceptions or proposed revisions to the RFP or Professional Services Agreement. 1-2. ABOUT THE CITY
The City of Laguna Niguel is a 14.72 square mile bedroom community with a population of 65,429 located in Orange County, California. The City was incorporated on December 1, 1989 as a master planned community. The City enjoys a strong retail and commercial environment and is known for its mild coastal climate, low crime rate, and its numerous parks and public trails. Over the course of the year, the temperature typically varies from 49°F to 78°F and is rarely below 43°F or above 86°F. The City's fiscal year begins on July 1 and ends on June 30.

The City operates four facilities as listed below.

No. Facility Description Address
1 City Hall 30111 Crown Valley Parkway
2 Crown Valley Community Center 29751 Crown Valley Parkway 3 Sea Country Senior & Community Center 24602 Aliso Creek Road 4 Skateboard and Soccer Park 27745 Alicia Parkway
City of Laguna Niguel, CA - RFP - IT Management Services Page 6 of 73 I-3. NATURE OF SERVICES REQUIRED
The City is seeking a Consultant to provide a broad range of Information Technology ("IT") management services including but not limited to network and system administration, security monitoring, on-site and remote help desk, procurement, backup and recovery operations, database administration, hardware lifecycle management, project management, and geographic information system (GIS) services. The firm will be considered the City's technology expert, and in that role may be requested to recommend improvements in processes, systems, software, and equipment; compare and analyze products and services; participate in disaster recovery and security response exercises; develop and provide training; and produce and present reports on multiple aspects of IT operations. The City will expect the firm to be agnostic regarding product support and procurement, and seek cost-effective solutions appropriate for the City's budget and mix of existing technology.

The City supports approximately 130 active users. Help Desk requests average 85 per month. The awarded Consultant will provide in-person IT and GIS Management Services for a minimum of 82 hours per week as described in Attachment "A" (Scope of Services) in "A-1.1" (IT and GIS Management - Support Hours). In-person services will be provided by Consultant's team.

Services are expected to be performed for the entire term of the Agreement, starting at Contract award. The City anticipates awarding a contract with an initial term of June 1, 2022* to June 30, 2025 with the option to extend the Agreement administratively for up to two additional one-year terms.
* The initial term of the Agreement will purposely start on June 1, 2022 (instead of the start of the next fiscal year on July 1, 2022) to allow the existing Consultant that provides the City with IT Management Services (Infinity Technologies) to transition services to the new Consultant (between June 1, 2022 and June 30, 2022). Should the existing Consultant (Infinity Technologies) receive the contract award for this RFP, the initial term will start on July 1, 2022 (not June 1, 2022).
1-4. CITY CONTACT
The City's contact for this RFP is Russell Narahara, Senior Management Analyst, (949-362-4313), ([email protected]) or a designated representative, who will coordinate the RFP evaluation process with Consultants that submit a Proposal.

City of Laguna Niguel, CA - RFP - IT Management Services Page 7 of 73 I-5. PRE-PROPOSAL MEETING
The City will not conduct a pre-Proposal meeting for this RFP.

SECTION I| - PROPOSAL PROCESS
II-1. REP TIMELINE
The following is the anticipated RFP Timeline. The timeline is subject to change as required by the City. Any timeline changes will be communicated via addendum and posted to www.cityoflagunaniguel.org/bids.

Milestone Date
RFP Issued February 15, 2022
Due date for RFP Questions February 22, 2022 by 10:00 a.m. PST Responses Provided to RFP Questions On or before February 25 2022 RFP Submittal ("RFP Due Date") March 7, 2022 by 2:00 p.m. PST Consultant Interviews (Zoom)* March 29 and 30, 2022
City Council Award of Contract** May 3, 2022 (or, May 17, 2022) Kick-Off Meeting On or before May 31, 2022
Start of Services July 1, 2022
* Not all Consultants that submit a Proposal will be invited to an Interview. ** Consultants that submit a Proposal but are not awarded a contract will be notified after the City Council Award of Contract.

II-2. REP QUESTIONS AND RESPONSES
Consultants interested in submitting a Proposal are asked not to contact other City staff or City Council Members in connection with this RFP prior to the City Council Award of Contract.

All questions, requests for interpretations or clarifications, either administrative or technical must be requested in writing and directed to the City Contact for this REP.

City of Laguna Niguel, CA - RFP - IT Management Services Page 8 of 73 All written questions will be answered in writing and conveyed to all interested Consultants via addendum. Oral statements regarding this RFP by any persons should be considered unverified information unless confirmed in writing. To ensure a response, questions must be submitted to the City Contact in writing by 10:00 a.m. PST on February 22, 2022.

I1-3. REP DUE DATE AND OPENING
Proposals are due on or before the RFP Due Date, March 7, 2022 by 2:00 p.m. PST. Submitted Proposals will contain all elements described in Section "III" (Proposal Form and Content) and Section "VI" (Forms to be Submitted) of this RFP. Interested Consultants will submit the following to the City Contact:

1. Six (6) printed copies of your Proposal in a sealed envelope or box and marked with the RFP title by the RFP Due Date; and,

2. A PDF copy of your Proposal, emailed to the City Contact or provided via cloud service (Dropbox, Google Drive, OneDrive, etc.)
It is the responsibility of Consultant to ensure the Proposal was received by the RFP Due Date.

Hand delivered Proposals will be received at the front desk on the second floor of City Hall. No faxed Proposals. Late Proposals will not be accepted. No exceptions.

The City will not publicly open or read Proposals aloud.

II-4. RFP EVALUATION PROCESS
This RFP is not a formal bid process governed by formal bid rules typically associated with public works contracts. The evaluation and selection process is based upon consideration of a variety of factors as described below. Accordingly, the City reserves the right to waive technical errors, alter submission dates, issue subsequent requests for Proposals, etc.

A citywide review team will be used to evaluate the Proposals. The selection will be made based on the recommendation of the team and presented to the City Council for actual adoption and Agreement execution. The individual rating and/or evaluation forms prepared by the team members will not be revealed but a summary of the evaluation results will be presented to the City Council. Emphasis will be placed on the following factors to select the most qualified Consultant:

City of Laguna Niguel, CA - RFP - IT Management Services Page 9 of 73

1. Key Personnel

2. Scope of Services

3. Interview

4. Client References

5. Cost and Work Schedule
Selection by the City shall be based on demonstrated competence and on the professional qualifications necessary for the satisfactory performance of the services required and shall not be awarded solely based on cost. Selection will be made to ensure that such services are engaged based on demonstrated competence and qualifications for the types of services to be performed and at fair and reasonable prices to the City.

The City shall consider the cost after the City is satisfied that Consultant has demonstrated the competence and professional qualifications necessary to support the Scope of Services (Attachment "A").

I1-5. CONSULTANT INTERVIEWS
The City will conduct Consultant interviews as part of the RFP evaluation process via video conference. The City will provide as much advance notice as possible to selected Consultants chosen to take part in the interview process. Note: not all Consultants that submit a Proposal will be invited to an interview.

II-6. AGREEMENT AWARD
II-6-A. REQUEST FOR COUNCIL ACTION
Following evaluation and rating by the citywide review team, the City will recommend award to the City Council for consideration of an Agreement to Consultant providing the best value to the City. The selected Consultant shall enter into an Agreement with the City based upon the contents of the RFP and Consultant's Proposal. Consultants not chosen will be informed after the City Council Meeting.

II-6-B. ACCEPTANCE OF AGREEMENT
City of Laguna Niguel, CA - RFP - IT Management Services Page 10 of 73 After the City Council awards the project, the City will work to fully execute the Professional Services Agreement (Attachment "D"). The term of the Agreement will begin after the Agreement is fully executed and a certificate of insurance and related insurance endorsements that meet the City's standards have been received and approved.

I1-7. KICK-OFF MEETING AND TRANSITION PLAN
After the Agreement is fully executed, the City will schedule a kick-off meeting. If a new Consultant was awarded and will provide IT Management services, the City will ensure the existing Consultant is available to develop a transition plan*. The transition plan will include but is not limited to:

1. Access to all computer rooms and equipment.

2. Transition of passwords, vendor contact information, and other sensitive information.

3. How-To guides, training materials, and other resource materials.

4. Other information to ensure the success of the awarded Consultant. * The initial term of the Agreement will purposely start on June 1, 2022 (instead of the start of the next fiscal year on July 1, 2022) to allow the existing Consultant that provides the City with IT Management Services (Infinity Technologies) to transition services to the new Consultant (between June 1, 2022 and June 30, 2022). Should the existing Consultant (Infinity Technologies) receive the contract award for this RFP, the initial term will start on July 1, 2022 (not June 1, 2022).

SECTION HI - PROPOSAL FORM AND CONTENT
III-1. GENERAL INFORMATION
The City reserves the right to reject any and all Proposals when such rejection is in the best interest of the City or the Proposal contains major irregularities. Minor irregularities of the Proposal may be waived by the City. The City also reserves the right to cancel this RFP and/or to solicit and re-advertise for other Proposals. The cost of preparing any responses to the RFP shall be borne by Consultants and shall not be reimbursed by the City. Proposals must be valid for a minimum of 90 days.

III-2. PROPOSAL FORMAT
City of Laguna Niguel, CA - RFP - IT Management Services Page 11 of 73 Consultant is responsible for preparing an effective, clear, well-organized, and concise written Proposal. Emphasis should be on completeness and clarity of content and cost effectiveness of the Proposal. The content and sequence of the information contained in each Proposal shall be as follows:

1. Summary Sheet
Include a completed copy of the Summary Sheet included with this RFP in Section "VI" (Forms to be Submitted).

2. Table of Contents
Include a clear identification of the material by section and by page number.

3. Cover Letter
All Proposals must include a cover letter addressed to the City Contact and signed by a representative authorized to sign an Agreement for Consultant. The cover letter may briefly summarize the key provisions of the Proposal and acknowledge receipt of all addenda.

4. Key Personnel
Identify the names and specific qualifications, experience, and appropriate licenses held, if applicable, of the primary staff to be assigned to the City. Include a resume for all primary staff. Include any subconsultants which Consultant proposes to use for any portion of the services.

Consultant shall also identify a Management Contact (Representative authorized to sign an Agreement for your firm) and an Account Manager (person responsible for day-to-day management of the account).

The successful Consultant may only change the Management Contact, Account Manager, and other supporting staff and specialists named in the Proposal with prior written permission of the City.

5. Account Management
City of Laguna Niguel, CA - RFP - IT Management Services Page 12 of 73 Provide a conceptual plan for services to the City that you believe are appropriate for the City to complete all Maintenance Responsibilities defined in the Scope of Work. Indicate features, skills and/or services which distinguish your firm and make it the better choice for the City.

Indicate how the resources of your firm (e.g., number and type of personnel allocated by hours) will be allocated for this account. An example of an Allocation of Resources is provided below. A Consultant may customize the Allocation of Resources accordingly.

Submittal of an onboarding project schedule is required as part of the Allocation of Resources.

Function/Role On-Site Hours Remote Hours Total Hours Comment Client Manager
Network
Engineer
Systems
Engineer
IT Technician
Other

6. Scope of Services
Provide a detailed explanation which reflects the Scope of Services described in this RFP (Attachment "A"). Proposals must address all items set forth in the Scope of Services.

Additional information which, in your opinion, should be included must be clearly identified.

7. Experience
Provide a minimum of three representative projects undertaken by Consultant in the last 5 years demonstrating experience providing similar services. Identify the names of organizations, contact information (name, title, telephone number, and email address) of persons who can be contacted, dates of services, and approximate total project cost.

In addition, provide a list of all public agencies for which contracts were terminated with Consultant over the last three years. Show names of organizations and contract information (same as above) for staff who can be contacted. Consultant may provide a brief explanation of the reason(s) for termination(s).

City of Laguna Niguel, CA - RFP - IT Management Services Page 13 of 73

8. Certification Statement
Include a fully completed copy of the Certificate of Proposal included with this RFP in Section "VI" (Forms to be Submitted).

9. Cost Proposal
Include a detailed cost Proposal inclusive of all hourly rates, anticipated travel, and other incidental costs and charges.

All Proposals must include a completed Cost and Work Schedule in Section "VI" (Cost and Work Schedule). In case the tables in Section VI do not include sufficient space for Consultant to provide a response to each requirement, Consultant can recreate the tables on a separate document.

If Consultant recreates the tables, Consultant will include the same row and column headings.

That way, the RFP Evaluation Team will be able to compare Proposals submitted by different Consultants in an efficient manner.

SECTION IV - EVALUATION/ SELECTION OF PROPOSAL
IV-1. CLARIFICATIONS
The City reserves the right to seek written clarification of each Proposal submitted. The City also reserves the right to require other evidence of minimum qualifications, technical, managerial, financial, or other abilities prior to selection.

IV-2. PROPOSAL EVALUATION AND SELECTION
The City will make a selection based on the evaluation of the written Proposals, interviews, and demonstrations. The City may elect to interview all Consultants or only the highest ranked Consultants). The City intends to schedule in-person demonstrations with only the finalists (after the interview process). The City reserves the right to request a Best and Final Offer (BAFO) from the top ranked Consultants. The City will recommend award of contract to the highest ranked and responsive Consultant.

IV-3. SINGLE OR MULTIPLE CONTRACTS
City of Laguna Niguel, CA - RFP - IT Management Services Page 14 of 73 The City will award only one Consultant to provide all services described in this RFP.

IV-4. COMPENSATION
The contract will be negotiated on a not-to-exceed price for goods and services.

SECTION V - GENERAL RFP INFORMATION
V-1. PUBLIC RECORDS
Responses to this RFP become the exclusive property of the City and are subject to the California Public Records Act. Those elements in each Proposal which are trade secrets as that term is defined in California Civil Code section 3426.1(d) or otherwise exempt by law from disclosure and which are prominently marked as "TRADE SECRET", "CONFIDENTIAL", or "PROPRIETARY" may not be subject to disclosure. The City shall not in any way be liable or responsible for the disclosure of any such records including, without limitation, those so marked if disclosure is deemed to be required by law or by an order of the Court. Consultants who indiscriminately identify all or most of their Proposal as exempt from disclosure without justification may be deemed non-responsive.

In the event the City is required to defend an action on a Public Records Act request for any of the contents of a Proposal marked "confidential", "proprietary", or "trade secret", Consultant agrees, upon submission of its Proposal for City's consideration, to defend and indemnify the City from all costs and expenses, including attorney's fees, if any action or liability arising under the Public Records Act.

V-2. CANCELLATION
The City reserves the right to cancel this RFP or the contract award, at any time before execution of the contract by both parties, if cancellation is deemed to be in the best interest of the City. In no event shall the City have any liability for the cancellation of a contract award.

V-3. LATE PROPOSALS
All Proposals that are not received by the RFP Due Date will not be considered and will not be returned to Consultant. This includes Proposals that are emailed. Delays due to mail and/or delivery handling, including but not limited to delays within the City's internal distribution City of Laguna Niguel, CA - RFP - IT Management Services Page 15 of 73 systems, do not excuse Consultant's responsibility for submitting the Proposal to the correct location by the RFP Due Date.

V-4. DISPUTES
In case of any doubt or differences of opinion as to the items or services to be furnished hereunder, or the interpretation of the provisions of this RFP, the decision of the City shall be final and binding upon all parties.

V-5. PROPOSER CERTIFICATIONS
By the act of submitting a Proposal in response to this RFP, the Proposer certifies that:

1. Consultant has carefully examined all RFP documents, including the draft Professional Services Agreement (attached as Attachment "D"), and all addenda, and fully understands the intention of the REP is to perform all tasks as described in the Scope of Services of this RFP, and the Proposal is made in accordance therewith. Except as otherwise noted as part of the Proposal, Consultant certifies that Consultant is ready, willing, and able to comply with all terms of the attached Agreement.

2. Consultant is familiar with the local conditions under which the work will be performed.

3. The Proposal is based upon the requirements described in the RFP, without exception, unless clearly stated in the response.

4. Consultant accepts all of the terms of the City's Agreement and warrants that Consultant will fully meet all of the insurance requirements contained therein. If Consultant wishes to amend or modify any terms of the Agreement, such amendment or modification must be stated in particularity in the Proposal. Proposed changes to the Agreement not stated at the time of Proposal submission will not be considered. Changes stated will be considered but may not be agreed upon by the City for contract award. If the City does not agree with such noted changes, Consultant may withdraw the proposed change, or the entire Proposal and the City may elect to award the contract to the next highest ranked Consultant.

5. Consultant certifies, and in the case of sole proprietorship, partnership, or corporation, each party thereto certifies as to its own organization, under penalty of perjury, that to City of Laguna Niguel, CA - RFP - IT Management Services Page 16 of 73 the best of Consultant's knowledge and belief, no elected official, employee, or person whose salary is payable, in whole or in part, by the City has a direct or indirect financial interest in the Proposal or in the services to which it relates, or in any of the profits thereof, other than as fully described in Consultant's response to this RFP.

6. Consultant has examined all parts of the RFP, including all requirements and contract terms and conditions thereof, and if its Proposal is accepted, Consultant shall accept the contract documents thereto, unless substantive changes are made in same without the approval of Consultant.

7. Consultant, if an individual, is of lawful age; is the only one interested in this Proposal; and no person, firm, or corporation, other than that named, has any interest in the Proposal, or in the proposed Agreement.

8. Consultant has quality experience providing the types of services and duties as described within the Scope of Work of this RFP.

9. Consultant shall also certify Consultant's state of residence.

V-6. NONDISCRIMINATION
By the act of submitting a Proposal in response to this RFP, Consultant certifies, under penalty of perjury, that Consultant has not discriminated against minorities, women, or emerging small business enterprises, or a business enterprise that is owned or controlled by or that employs a disabled veteran, in obtaining any required subcontracts.

V-7. PROPOSED LIABILITY
Consultants responding to this RFP do so solely at their expense, and the City is not responsible for any Consultant expenses associated with the RFP. By proposing, Consultants agree that doing so is at their own risk and the City shall have no liability related thereto. Finalists invited to participate in interview evaluations are responsible for scheduling and paying for their own travel arrangements. The City is not liable for any cost incurred by a Consultant in protesting any portion of the RFP documents or the City's selection decision.

V-8. CITY REQUESTS FOR CLARIFICATION, ADDITIONAL RESEARCH, AND REVISIONS City of Laguna Niguel, CA - RFP - IT Management Services Page 17 of 73 The City reserves the right to obtain clarification of any portion of a Proposal or to obtain additional information necessary to properly evaluate a particular Proposal. Failure of a Consultant to timely respond to such a request for additional information or clarification may result in a finding that Consultant is non-responsive and consequent rejection of the Proposal.

The City may obtain information from any legal source for clarification of any Proposal. The City need not inform Consultant of any intent to perform additional research in this respect or of any information thereby received.

The City may perform, at its sole option, investigations of any Consultant. Information may include, but shall not necessarily be limited to, current litigation and contracting references. All such documents, if requested by the City, become part of the public record and may be disclosed accordingly.

The City reserves the right to request revisions of any Proposal after the date and time due and before award for the purpose of obtaining best and final offers.

V-9. REJECTION OF PROPOSALS
The City reserves the right to reject any or all irregularities or omissions in Proposals submitted in response to this RFP to the extent it is determined to be in the best interest of the City to do so. Furthermore, the City reserves the right to reject any or all Proposals or portions thereof submitted in response to this RFP. Proposals may be rejected for one or more of the following reasons, including but not limited to:

1. Failure of Consultant to adhere to one or more of the provisions established in the RFP.

2. Failure of Consultant to submit a Proposal in the format specified herein.

3. Failure of Consultant to submit a Proposal within the time requirements established herein.

4. Failure of Consultant to adhere to ethical and professional standards before, during, or following the Proposal process.

The City may reject any Proposal not in compliance with all prescribed public procurement procedures and requirements, and may reject for good cause any or all Proposals upon a finding by the City that it is in the public interest to do so. Rejected Proposals are considered to be non- responsive.

V-10. MODIFICATION OR WITHDRAWAL OF PROPOSAL BY CONSULTANT City of Laguna Niguel, CA - RFP - IT Management Services Page 18 of 73 A Proposal may not be modified, withdrawn, or canceled by Consultant following the time and date the Proposals are due (RFP Due Date). Proposals submitted early may be modified or withdrawn only by notice to the City at the Proposal submittal location prior to the time and date the Proposals are due. Such notice shall be submitted to the City Contact, by email, sent by a duly authorized representative of Consultant submitting the Proposal. All such communication shall be worded so as not to reveal the contents of the original Proposal. Withdrawn Proposals may be resubmitted prior to the time and date the Proposals are due, provided that they are then fully in conformance with the RFP.

V-11. DURATION OF PROPOSAL
Proposal prices, terms, and conditions shall be firm for a period of at least ninety (90) days from the time and date Proposals are due. Proposals shall not be subject to future price escalation or changes of terms during the ninety (90) day period.

V-12. LOCAL, STATE, AND FEDERAL REQUIREMENTS
The City intends to select a Consultant in accordance with California law and the City's municipal code. Selection of a Consultant under this process is not a guarantee of a contract award, nor is the award of a contract for any portion of the project a guarantee of award of a contract for any subsequent work. All work is subject to budgetary and funding constraints of the City.

The selected Consultant shall comply with all federal, state, and local laws, regulations, executive orders, and ordinances applicable to the work under the Agreement, including, without limitation, the provisions of: (i) Title VI of the Civil Rights Act of 1964; (ii) Section V of the Rehabilitation Act of 1973; (iii) the Americans with Disabilities Act of 1990; (iv) all regulations and administrative rules established pursuant to the foregoing laws; and (v) all other applicable requirements of federal and state civil rights and rehabilitation statutes, rules, and regulations.

SECTION VI - FORMS TO BE SUBMITTED
Please complete and submit the following forms as part of your Proposal:

VI-1. Summary Sheet
VI-2. Certification Statement
VI-3. Cost and Work Schedule
City of Laguna Niguel, CA - RFP - IT Management Services Page 19 of 73 VI-1. SUMMARY SHEET (SUBMIT WITH PROPOSAL)
City of Laguna Niguel
REP - IT Management Services
Due Date: March 7, 2022 by 2:00 p.m. PST
Firm Information:

Firm Name:

Firm Parent or Ownership:

Firm Address:

Firm Website:

Management Contact (representative authorized to sign an Agreement for your firm):

Name: Title:

Phone: Email:

Account Manager (person responsible for day-to-day management on behalf of your firm):

Name: Title:

Phone: Email:

Certification:

Consultant's Signature Date
Print Name Title
City of Laguna Niguel, CA - RFP - IT Management Services Page 20 of 73 VI-2. CERTIFICATION STATEMENT (SUBMIT WITH PROPOSAL)
This certification statement is provided in response to the City of Laguna Niguel's RFP titled:

IT Management Services
All Proposals must include this certification statement, signed by a duly constituted official legally authorized to bind Consultant to both its Proposal and cost schedule.

1. Proposal may be released in total as public information in accordance with the requirements of the laws covering the same. Any proprietary information has been clearly marked.

2. Proposal and cost schedule shall be valid and binding for ninety (90) days following the Proposal due date or any revised Proposal submission date, whichever is later, and will become part of the contract that is negotiated with the City.

3. Consultant has not and will not discriminate against a subcontractor in the awarding of a subcontract because the subcontractor is a minority, woman, or emerging small business enterprise.

4. Consultant certifies that this Proposal has been arrived at independently and has been submitted without collusion designed to limit independent bidding or competition.

5. Consultant has not had any communication with a City Councilmember in relation to their Proposal. If so, Consultant will provide a copy of such communication for the public record.

6. Consultant has never been disqualified, removed, or otherwise prevented from bidding on, or completing a federal, state, or local government project because of a violation of law or safety regulation.

Consultant's Signature Date
Print Name Title
Consultant's Federal Taxpayer Identification Number:

City of Laguna Niguel, CA - RFP - IT Management Services Page 21 of 73 VI-3. COST AND WORK SCHEDULE (SUBMIT WITH PROPOSAL)
Include a detailed Cost and Work Schedule inclusive of all hourly rates, anticipated travel, and other incidental costs and charges. The following table must be used as a template for the Cost and Work Schedule for all services described in Attachment "A" (Scope of Services).

1. IT Management
Attachment "A" (Scope of Services) references four IT Management support categories that will be provided by the awarded Consultant. Using this template (or, replicating the template on another document), itemize the monthly cost to provide the four support categories. Separately, provide the daily work schedule (in-person and remote) that supports the total monthly cost. 1a. Monthly Cost
Support Categories Estimated
Cost Comment
(1-4) Hours
Client Management 20
Maintenance 180
Response Services 40
Projects 60
Total 300
1b. In-Person Schedule (hours/day)*
Function/Role Mon. Tues. Wed. Thurs. Fri.

Client Manager
Network Engineer
Systems Engineer
IT Technician
Other
Total (hours/day)
* At a minimum and on a weekly basis, the City requires two people in-person between Monday - Thursday (8:00 a.m. - 5:00 p.m.) and one person on Friday (8:00 a.m. - 5:00 p.m.). This equals a minimum of 72 in-person hours per week.
1c. Remote Schedule (hours/day)
Function/Role Mon. Tues. Wed. Thurs. Fri.

Client Manager
Network Engineer
Systems Engineer
IT Technician
Other
Total (hours/day)
City of Laguna Niguel, CA - RFP - IT Management Services Page 22 of 73

2. GIS Management
Attachment "A" (Scope of Services) references four GIS Management support categories that will be provided by the awarded Consultant. Using this template (or, replicating the template on another document), itemize the monthly cost to provide the four support categories. Separately, provide the daily work schedule (in-person and remote) that supports the total monthly cost. 2a. Monthly Cost
Support Categories Estimated
Cost Comment
(1-4) Hours
Client Management 10
Maintenance 40
Response Services 10
Projects 40
Total 100
2b. In-Person Schedule (hours/day)*
Function/Role Mon. Tues. Wed. Thurs. Fri.

GIS Manager
GIS Specialist
GIS Technician
Other
Total (hours/day)
* At a minimum and on a weekly basis, the City requires one person, in-person for 10 hours per week (exact date/times will be determined after the award of contract; example = five hours/day for two days). 2c. Remote Schedule (hours/day)
Function/Role Mon. Tues. Wed. Thurs. Fri.

GIS Manager
GIS Specialist
GIS Technician
Other
Total (hours/day)

3. Total Monthly Cost
IT Management: $_ per month
GIS Management: $ per month
City of Laguna Niguel, CA - RFP - IT Management Services Page 23 of 73

4. Hourly Rates
List the hourly rates for your team (for work not defined in this RFP):
# Function/Role Hourly Rate
1 2
3 4
5 City of Laguna Niguel, CA - RFP - IT Management Services Page 24 of 73

ATTACHMENT A - SCOPE OF SERVICES
A-1. OVERVIEW
Consultant will be considered the City's Information Technology ("IT") and Geographic Information System ("GIS") subject matter expert and will allocate its on-site and off-site IT and GIS resources to perform the Scope of Services ("Scope").

Consultant shall be proactive in regularly reviewing all aspects of the City IT and GIS environment, identifying potential improvements as well as addressing security vulnerabilities, and making specific and relevant recommendations. Consultant shall provide Help Desk services and oversee the complete lifecycle (acquisition, operation, and removal) for IT and GIS equipment and services. The City expects a high degree of visibility into IT and GIS operations, and requires regular meetings and reports.

A-1.1. IT AND GIS MANAGEMENT - SUPPORT HOURS
Consultant shall fulfill the following Help Desk support requirements for IT and GIS Management:

1. The City's normal working hours are Monday - Friday, 8:00 a.m. to 5:00 p.m.

2. The City recognizes 13 holidays per year (see Attachment "C"). On recognized holidays, City facilities are closed. On those dates and if the Consultant's firm does not recognize the same City holiday(s), Consultant's staff ("staff") are not expected to work on-site but will provide remote services as required to perform the Scope.

3. Between the normal working hours (8:00 a.m. to 5:00 p.m.):
a. IT Management:
i. Monday - Thursday: Consultant will provide a minimum of two staff. ii. Friday: Consultant will provide a minimum of one staff. iii. This equals a minimum of 72 in-person hours per week. b. GIS Management:
i. In-person hours will total a minimum of 10 hours/week (the specific days of the week and time range are pursuant to Consultant's recommendation).
c. Total In-Person Hours will equal 82 hours per week for IT and GIS Management.

City of Laguna Niguel, CA - RFP - IT Management Services Page 25 of 73

4. Twice per month (first and third Tuesday), Consultant will provide on-site IT Management technical support for City Council meetings (meetings start at 7 p.m. and on average, end around 8:30 p.m.) On those dates, staff supporting the City Council meeting can flex their time and report to work later in the morning (since they will stay until the end of each City Council meeting).

5. As required, Consultant will provide on-site IT Management technical support for Commission and Committee meetings, and other public events held after business hours.

On those dates, staff supporting the meeting or event can flex their time and report to work later in the morning (since they will stay until the end of the meeting or event).

6. As required, Consultant will provide on-site IT and GIS Management technical support for Emergency Operations Center (EOC) setup and support, scheduled generator and UPS tests, restoring IT services after scheduled or unscheduled outages, and related activities.

7. Consultant will provide effective supervision of the work and behavior of on-site staff.

8. Consultant will distribute on-site IT Management Help Desk work among at least two staff to provide breadth of coverage and knowledge-sharing. The on-site GIS Management Help Desk is limited to one staff, therefore, coverage and knowledge-sharing for GIS Management will be conducted with remote staff.

9. If requested by the City, Consultant shall assign additional IT and GIS Management on- site staff, within four business days, to be paid at the hourly rates established for "Extra Work".

10. Provide a fully staffed remote IT and GIS Management Help Desk available by phone and email between 7:00 am and 10:00 pm daily, including weekends; and call-back service between 10:00 pm and 7:00 am daily.

11. Perform IT and GIS Management repairs and maintenance requiring system-wide downtime between 10:00 pm and 6:00 am daily, including weekends, unless alternate times are approved in advance by the City.

A-1.2. EQUIPMENT, SYSTEMS, AND SERVICES
City of Laguna Niguel, CA - REP - IT Management Services Page 26 of 73 The list of equipment, systems, and services in the Scope is itemized in Attachment "B" (Equipment, Systems, and Services). The list will change during the course of the contract term.

A-1.3. VENDOR MANAGEMENT
Various technology vendors provide specialized technology services, hardware, and software to the City. Consultant shall provide Vendor Management Services on the City's behalf to coordinate resolution of service, technical, or other services as requested. Vendors are selected pursuant to operational needs and by complying with the City's Purchasing Policy which requires the use of various competitive solicitation processes based on the dollar value of the products or services procured.

A-1.4. DEFINITION OF CONSULTANT STAFF
For purposes of this RFP, Consultant's "staff" including the following functions/roles:

1. Client Manager: Manages the awarded Consultant's on-site staff, oversees all Client Management services (described in Section "A-4"), and ensures IT and GIS Management services are provided pursuant to the awarded contract. Performs related and other duties as required.

2. Network Engineer: Oversight of the City's network infrastructure in support of City operations. Performs related and other duties as required.

3. Systems Engineer: Oversight of the City's various systems in support of City operations.

Performs related and other duties as required.

4. IT Technician: Responsible for the Help Desk tickets related to IT Management. Performs related and other duties as required.

5. GIS Manager: Oversight of the City's GIS in support of City operations. Performs related and other duties as required.

6. GIS Specialist: Responsible for GIS projects in support of City operations. Performs related and other duties as required.

City of Laguna Niguel, CA - RFP - IT Management Services Page 27 of 73

7. GIS Technician: Responsible for Help Desk tickets related to GIS Management. Performs related and other duties as required.

A-1.5. RESPONSIBILITIES FOR CONSULTANT'S STAFF
The following responsibilities apply to Consultant's staff:

1. Consultant's staff deployed to City facilities will need to work closely with City staff, and therefore must possess excellent customer service skills and the ability to work effectively with a variety of people.

2. Consultant's staff will ensure that only appropriately certified staff make system changes.

3. Consultant's staff will abide by all City work policies and health protocols when present in City facilities.

4. The City maintains right of refusal for Consultant's staff deployed to City facilities. If the City refuses a proposed Consultant staff, Consultant will replace the staff at their earliest convenience or risk cancelation of the awarded contract.

5. If Consultant's on-site staff are unable to work at the City for any reason, Consultant will provide an equivalent replacement at their earliest convenience or risk cancelation of the awarded contract.

A-1.6. OTHER DEFINITIONS

1. Except where it is necessary to distinguish between types of devices, "computer" in the Scope of Work refers to any personal computer, mobile computer, virtual computer, laptop, notebook, netbook, or tablet device.

2. Except where it is necessary to distinguish between physical and virtual devices, the Scope applies equally to both physical and virtual devices.

A-2. SERVICE LEVEL AGREEMENTS
City of Laguna Niguel, CA - RFP - IT Management Services Page 28 of 73 Consultant shall adhere to the minimum service level Agreements (SLAs) established in this section and provide reports and updates to the City as requested. Report design and frequency of delivery will be discussed with the awarded Consultant. The proposed SLAs aim to ensure Consultant meets the City's business requirements for availability, reliability, and secure systems that are backed by SLAs. By meeting these objectives, the City aims to:

1. Improve end user experience and productivity.

2. Standardize the environment (hardware and software).

3. Improve security, data management, and backup.

4. Improve asset management and control.

5. Improve total cost of ownership management while supporting the City's initiatives.

Consultant will adhere to the following minimum SLAs. Any SLA that is not met will require a remediation plan that will be implemented in less than 30 days.

Service Level Agreements (SLAs):

Performance Measure Required Service Level

1. Service Requests completed within 4 days (excluding mutually 90% agreed hold time).

2. Service Desk acknowledgement within 30 minutes. 95%

3. Customer Satisfaction Survey result "Satisfied" or better. 90%

4. Server availability: Each server will be measured, and all 99.5% unscheduled server downtime will be included.

5. Network availability: Each network device will be measured, and 99.5% all unscheduled device downtime will be included.

6. Server patching: Operating System patches and updates applied 95% to servers.

7. Network patching: Firmware and Operating System patches and 95% updates applied to network equipment and security appliances.

8. Computer patching: System patches and updates applied to 95% computers.

9. Server Anti-Virus: Latest available Anti-Virus definitions applied to 95% servers.

10. Computer Anti-Virus: Latest available Anti-Virus definitions 95% applied to computers.

City of Laguna Niguel, CA - RFP - IT Management Services Page 29 of 73

11. Daily backup completion: Percent of files backed up successfully. 95%

12. Citywide phone system availability. 99%
A-3. SCOPE CATEGORIES
IT and GIS Management provided by Consultant are broadly divided into four "Scope Categories":

1. Client Management: Includes but is not limited to meetings, reports, and audits in the provision of all IT and GIS Management Services described in this RFP.

2. Maintenance: Includes but is not limited to activities related to supporting and maintaining the City's network, computer systems, and GIS.

3. Response Services: Includes but is not limited to IT and GIS backup and recovery services as well as security services.

4. Projects: Includes but is not limited to IT and GIS change management and other activities related to upgrades, new equipment, new systems, new features, and special projects that lend to the operational success of the City.

Distinctions between these categories are described in the following sections.

A-4. IT AND GIS MANAGEMENT - CLIENT MANAGEMENT
Includes but is not limited to meetings, reports, and audits in the provision of all IT and GIS Management Services described in this RFP.

1. Account Management
a. Designate an individual to provide account management services, to be the City's primary Point of Contact, to be responsible for Contract performance, and who has sufficient authority to assign and direct Consultant staffing resources in the provision of IT and GIS Management services.
b. Coordinate Consultant's resources for the execution of the Scope. c. Ensure Help Desk requests are resolved in a manner consistent with agreed upon Service Levels.

City of Laguna Niguel, CA - RFP - IT Management Services Page 30 of 73 d. Lead meetings and provide status on any active project or service ticket upon request by the City.
e. Ensure all reports delivered to the City are complete, organized, and professional.

2. Meetings (Bi-Weekly): Consultant staff will meet with the City on a bi-weekly basis to discuss the following topics related to IT and GIS Management. a. Maintenance Highlights (Help Desk Ticket Report, etc.) b. Projects
c. Response Services
d. Other Topics

3. Reports (Monthly):
a. Monthly Hours Report: In support of the monthly invoice, Consultant will submit a report that summarizes the number of hours worked per Scope Category for both IT and GIS Management. The report will also breakdown the hours worked per Scope Category for each staff.
b. Monthly Security Report: Consultant will summarize reported phishing attempts, anti-virus alerts, malware, critical vulnerabilities, and other information relevant to the City. This report will also summarize scheduled events (related to security such as patching and anti-virus updates) and summarize other events, concerns, and information relevant to the City.
c. Help Desk Report: Consultant will summarize the number of open tickets, number of closed tickets, ticket survey results, and other information relevant to the City.

4. Technology Audit (Annual): The Technology Audit shall be delivered by January 31 of each year to serve as a resource in the City's budgeting and planning process. It is intended to be a "snapshot" of the City's overall IT and GIS environment and shall include:
a. List of all hardware tracked in inventory with warranty/maintenance status. b. Software and SaaS including licensing information and functional descriptions. c. Topological diagrams of all City network and telecom systems. d. Descriptions and identifying information for all IT infrastructure systems and services.
e. Virtual server list with current operating system and functional descriptions. f. Prediction of equipment, operating system, and software replacement or upgrade needs.

The City anticipates the awarded Consultant will spend approximately 20 hours per month working on IT Management - Client Management and 10 hours per month on GIS Management.

City of Laguna Niguel, CA - RFP - IT Management Services Page 31 of 73 A-5. IT MANAGEMENT - MAINTENANCE
All activities involving the day-to-day maintenance of the City's IT environment are termed "Maintenance" and shall be included in the Scope.

1. Technology Planning and Oversight
a. Maintain a clear picture of City IT operations and activities across the organization, and other relevant plans and policies.
b. Identify trends in use of IT for municipal service delivery and solutions to support City strategic goals and objectives.
c. Identify critical integration issues based on current projects and future initiatives. d. Review and contribute to policies, procedures and standards for implementation and use of IT as requested by the City.
e. Investigate, analyze, and compare products and services as requested by the City.

Deliver response in an organized written report.
f. Review and contribute to City issued Requests for Proposals (RFP). g. Review and contribute to Disaster Recovery, Business Continuity, and Incident Response plans and policies as requested.
h. Review and contribute to the City's IT Budget and provide IT budget recommendations. This may include identifying hardware and software needs, recommending equipment and software upgrades, and suggesting new or revised services.
i. Perform other duties as required.

2. System Administration
a. Provide 24/7 monitoring, administration and support of all voice and data network communication capabilities required by the City.
b. Maintain all cabling, routers, firewalls, switches, wireless access points, and other equipment and its configurations and software related to the City network. Keep network documentation, including patching and IP information, up-to-date. c. Provide configuration management by utilizing approved secure configurations, and enforcing the adherence of all new and existing equipment to those configurations. Ensure documentation and recoverability of device configurations. d. Upgrade all virtual server operating systems and migrate data and/or applications prior to operating system end of support.
e. Manage change control procedures requiring an approval process prior to system changes. Provide final copies of all change control documentation to the City.

City of Laguna Niguel, CA - RFP - IT Management Services Page 32 of 73 f. Ensure all equipment has the latest available security patches and firmware installed per the relevant Service Levels.
g. Monitor network performance and capacity, and identify potential limitations before traffic on the network increases to the point that it affects system performance.
h. Provide advance upgrade plans for all equipment approaching end of support, including server operating systems.
i. Provide or schedule repairs and maintenance necessary to continue operations and meet Service Levels. Keep maintenance records for all equipment. j. Coordinate maintenance and upgrades with City business units to minimize impact to City operations. Issue alerts to Staff prior to all maintenance activities that will impact City operations.
k. Diagnose, investigate, identify root cause, and recommend solutions to system problems.

I. Provide support for telecom services and coordinate support with telecom service vendors.
m. Enable two-factor authentication for all domain administrator accounts and adhere to a password change schedule approved by the City. n. Maintain security configurations on all firewalls and other network equipment, servers, computers, and mobile devices appropriate to levels of security established by the City.
o. Ensure virus protection is in place on all endpoints, is configured according to best practices, and includes the most recent available updates, per the relevant Service Levels.
p. Ensure effective email spam protection and web filtering tools are configured according to best practices, and are working correctly. q. Maintain a secure remote access environment using appropriate technologies (VPN, RDC) and provide remote access administration.

Maintain Active Directory and Group Policies, and apply and maintain approved City policies for file system security and user access. s. Conduct Active Directory account review and cleanup according to best practices, including all user, group, and service AD objects, annually or as requested. t. Perform other duties as required.

3. Help Desk (IT Management)
a. Provide a combination of on-site and remote Help Desk services to the City.

City of Laguna Niguel, CA - RFP - IT Management Services Page 33 of 73 b. Be the City's primary resource for all IT related problems, questions, and issues originating from technology hardware, software, and services. c. On-site Help Desk staff are expected to respond promptly to requests for assistance from City staff.
d. Identify, diagnose and correct reported hardware and software problems. e. Setup and configure software and hardware.
f. Acknowledge and respond to service requests from City Staff at all City facilities and remote work locations in a manner consistent with agreed Service Levels. g. Encourage service requests by phone and email submission. Allow for in-person requests and write a ticket after the in-person request for tracking purposes. h. Provide a web portal containing a work order history of each ticket, in which users can check on the status of their own request; and in which Consultant IT staff can check on the status of all City requests.
i. Document and track all service requests in a system accessible to the City for request submittal and viewing. Consultant shall provide the system with sufficient licenses for all City staff.
j. Configure and deploy new and rebuilt computers; Provide computer upgrades including operating systems, applications, and hardware. k. Coordinate IT problem resolution of issues regarding equipment, software, and services with third party vendors.

I. Maintain "How To" documentation for IT applications and systems, which shall include installation procedures, and solutions for commonly found errors. This documentation must be kept current, be maintained outside the ticketing system, and be accessible by City and Consultant staff via the SharePoint Intranet. m. Provide an export of Tickets including all details and technician notes to the City as requested.
n. Add/Change/Remove Active Directory (AD) user accounts and maintain AD information according to City standards, including updates to the Intranet organization chart.
o. Provide and deploy a tool for mobile device management of City's mobile computer fleet.
p. Resolve and coordinate phone system issues.
q. Provide and deploy a tool for remote device control for problem resolution. Use of such tools shall only be with the consent of the end user. r. Assist with Audio/Visual setup and troubleshooting for meetings and similar activities (e.g. connect a laptop to the presentation system in a conference room). s. Send ticket completion surveys on 100% of submitted tickets.

City of Laguna Niguel, CA - RFP - IT Management Services Page 34 of 73 t. Update the City's SharePoint Intranet pages as required. u. Perform other duties as required.

4. Database Maintenance
a. Perform regular (monthly, or more frequently if needed) maintenance on the SQL Server databases of City business applications for optimum performance.

Maintenance will include, but is not limited to, defragmentation, data statistics, log files, and backups.
b. Provide reports as requested including recommendations for improvements. c. Recover and restore application SQL databases as needed. d. Provide consultation for database design, performance improvement, and integration efforts as requested.
e. Perform other duties as required.

5. Mobile Devices
a. Manage the inventory of Verizon Wireless mobile devices. b. Upgrade existing devices with new devices as required. c. Order new devices for new lines of services.
d. Activate and configure new devices as required.
e. Perform other duties as required.

Note: the City does not utilize Mobile Device Management software.

6. Procurement
a. Procure IT equipment, software, and services as requested by the City and in compliance with the City's Purchasing Policy. All purchases are subject to prior City written approval.
b. Proactively notify the City of license, subscription, and maintenance renewals; work with vendors as required based on City direction.
c. City shall be invoiced by consultant after delivery and City's acceptance of the product; and after services are performed.
d. Invoices will include the following information (as appropriate):
i. Serial Number or other identification for each equipment item purchased and term of warranty or maintenance Agreement.
ii. License Number or other identification for all software purchased or licensed and term of license.
ili. Domain or certification name, license, and term.

City of Laguna Niguel, CA - RFP - IT Management Services Page 35 of 73 iv. Description of services provided, name(s) of resource, number of hours. v. Name of manufacturer and supplier.
e. Provide vendor's receipt or vendor's invoice upon City's request. f. Rejection of purchased equipment by the City shall be by written notice within 30 days based upon the existence of defects or poor workmanship. g. Replacement components shall be of equal or better quality than the original component.
h. At its sole discretion, the City may conclude purchases with Consultant or procure from other vendors.
i. Perform other duties as required.

7. Inventory Management
a. Maintain an accurate inventory of City equipment, software licenses and subscriptions. The inventory must be accessible to the City at all times. b. Inventory shall include identifying information as well as a functional/narrative description.
c. Provide and deploy an active discovery tool for equipment and software identification and management.
d. The following equipment will be tracked in inventory:
i. Switches and other network devices,
ii. Firewalls, routers and other perimeter appliances,
iii. Servers,
iv. Backup appliances,
v. SAN major components,
vi. Wireless Access Points,
vii. Computers, laptops, and tablets,
viii. Cellular phones,
ix. Printers, copiers, fax machines, and scanners,
x. Audio-Visual controllers and related equipment, and
xi. Any other IT equipment valued over $10,000 at purchase. e. Perform other duties as required.

5. Training: Consultant will review Help Desk tickets with the goal of developing training materials (to post on the SharePoint Intranet) and training sessions (held virtually or, in- person) to address Help Desk ticket categories that are trending upward. Training materials and training sessions will be scheduled quarterly (or more frequently as required). Example training topics include but are not limited to:

City of Laguna Niguel, CA - RFP - IT Management Services Page 36 of 73 a. Outlook: How to access shared/room/user mailboxes and distribution lists. b. OneDrive/SharePoint: the difference between each tool and how to restore previous versions of files on SharePoint.
c. Security: How to identify spam or phishing emails.
d. Printing: How to troubleshoot not being able to print a document.

8. Other Maintenance Services
a. Monitoring, updating, patching, and break/fix activities for network equipment, servers, virtual servers, computers, printers, copiers, scanners, computer peripherals, telephones, internet services, network services, and software; and like-for-like equipment replacements.
b. After procurement, deploy all computers and related peripherals. c. Create and configure all virtual equipment and appliances, including desktops, servers, and appliances, whether hosted or on City-owned physical servers, including operating system upgrades.
d. Replacement of any "like for like" equipment.
e. Other maintenance activities as required to ensure the City's operations are not affected by issues related to computer hardware, software, services, and related equipment.
f. Perform other duties as required.

The City anticipates the awarded Consultant will spend approximately 180 hours per month working on IT Management - Maintenance.

A-6. IT MANAGEMENT - RESPONSE SERVICES
IT Management Response Services are provided in case of a security incident affecting multiple City systems ("Incident") or disaster recovery ("DR") effort. Such activities shall be included in the Scope. That means the total monthly cost should include Response Services, and not charged as Extra Work.

1. Backup Systems, Recovery, and Disaster Recovery
a. Manage backup system; perform backups and snapshots in accordance with the established backup schedule that ensures the recoverability of City data. b. Perform disk, file, and database recovery from backups or snapshots as requested, for actual or test recovery purposes.

City of Laguna Niguel, CA - RFP - IT Management Services Page 37 of 73 c. Perform an annual disaster recovery simulation in conjunction with the City's hosted backup services vendor.
d. As requested, review and recommend changes to the City's backup policy and schedule.
e. Perform other duties as required.

2. Security
a. Identify, report, and resolve critical security issues. b. Advise the City on risk reduction strategies, compliance, governance, user awareness, security training, and strategic security planning. c. Ensure the City network, servers, and computers are meeting levels of security established by the City, based on NIST 800-53.4 or equivalent security framework agreed upon by the City.
d. Review and revise the City's IT Security Policies and procedures as requested. e. Review and revise the City's Disaster Recovery Plan annually or as requested. f. Participate in security incident response exercises conducted by the City or by a third party as requested.
g. Cooperate with and provide City information to vendors the City may utilize for independent penetration tests, risk assessments, or other security activities. h. Perform other duties as required.

The City anticipates the awarded Consultant will spend approximately 40 hours per month working on IT Management - Response Services.

A-7. IT MANAGEMENT - PROJECTS
Projects involve significant or disruptive changes to the City's IT environment and are not considered "Maintenance" per this RFP. Such activities shall be included in the Scope. That means the total monthly cost should include Projects, and not charged as Extra Work.

Note: Since projects will not be charged as Extra Work, Consultant will determine staff resource availability and project timeline for completion (that may not coincide with City desires). Should the City request a project be completed before Consultant's proposed timeline for completion, City will have the option to pay Consultant on a time and materials basis (using the Extra Work labor rates) so that Consultant can allocate additional resources to support the City's request.

City of Laguna Niguel, CA - RFP - IT Management Services Page 38 of 73 Below is a list of projects completed by the existing IT Services Consultant (to provide an example of the types of project management required of the awarded Consultant):

1. Migrate On-prem Exchange to Microsoft 365.

2. Migrate file server to Microsoft 365 Sharepoint.

3. Migrate Users' "My Documents" to Microsoft 365 OneDrive.

4. Upgrade city's on-prem Mitel phone system to GotoConnect Cloud phone system.

5. Upgrade legacy applications to newer systems - on prem and cloud.

6. Setup new clustered Virtual hosts.

7. Setup new NAS and SAN storage devices and migrate data.

8. Setup new backup systems.

9. Install and configure everything for additional sites not limited to new servers, switches, racks, PDUs, switches, wireless access points, Extron devices.

10. Monthly IT trainings.

11. Setup Anti-Virus(AV) and Endpoint Detection and Response(EDR) systems.

The City anticipates the awarded Consultant will spend approximately 60 hours per month working on IT Management - Projects.

A-8. GIS MANAGEMENT - MAINTENANCE
The two main users of the GIS are the Community Development Department and Public Works Department. As of the date this RFP was published:

A. The City has the following licenses, valid until June 30, 2022:

Description License Quantity
ArcIS Desktop Standard Concurrent Use Primary Maintenance 1 ArcGIS Desktop Standard Concurrent Use Secondary Maintenance 4 ArcGIS Spatial Analyst for Desktop Concurrent Use Primary Maintenance 1 ArcGIS 3D Analyst for Desktop Concurrent Use Primary Maintenance 1 ArcGIS for Server Workgroup Standard One Core Add'l Migrated Maint. 2 ArGIS for Server Workgroup Standard Up to Two Cores Migrated 1 B. The City is working with ESRI on an ArcIS Enterprise Jumpstart Package to install and configure a single base deployment of ArGIS Enterprise Implementation on up to four customer-provided physical, virtual, or cloud servers. The implementation is in progress with anticipated completion by July 2022.

City of Laguna Niguel, CA - RFP - IT Management Services Page 39 of 73 All activities involving the day-to-day maintenance of the City's GIS environment are termed "Maintenance" and shall be included in the Scope.

1. GIS Planning and Oversight
a. Maintain a clear picture of City GIS operations and activities across the organization, be familiar with the 2022 GIS Needs Assessment (ESRI, In Progress, Completion by July 2022).
b. Initiate a quarterly GIS stakeholder meeting.
c. Evaluate, recommend, and implement GIS hardware and software solutions to allow optimum use of GIS within enterprise software and other City resources.

Take ownership of GIS licensing on behalf City departments. d. Review and contribute to the City's IT and GIS Budget and provide GIS budget recommendations. This may include identifying hardware and software needs, recommending equipment and software upgrades, and suggesting new or revised services.
e. Identify trends in use of GIS for municipal service delivery and solutions to support City strategic goals and objectives.
f. Identify critical integration issues based on current projects and future initiatives. g. Review and contribute to policies, procedures and standards for implementation and use of GIS as requested by the City.
h. Investigate, analyze, and compare products and services as requested by the City.

Deliver response in an organized written report.
i. Review and contribute to City issued Requests for Proposals (RFP). j. Review and contribute to Disaster Recovery, Business Continuity, and Incident Response plans and policies as requested.
k. Perform other duties as required.

2. Support of ArcGIS Enterprise Implementation
a. Migration of databases and applications.
b. Geodatabase administration.
c. Integration with third-party systems.
d. System architecture design.
e. Network administration.
f. Security review.
g. Performance tuning.
h. Application development as required.

City of Laguna Niguel, CA - RFP - IT Management Services Page 40 of 73 i. Perform other duties as required.

3. Data Management
a. Inventory data layers and purge temporary project layers or duplicate layers. b. Combine map services to increase performance.
c. Develop a centralized network with a predetermined folder structure. d. Develop standards and maintenance procedures for GIS data. e. Move shared data out of fgdbs (Q drive) and into SDE. f. Establish data sharing protocols and communication with local and partner agencies such as the County of Orange, OCTA, and Moulton Niguel Water District. g. Develop script to compress the database and backup each night, keep backups for a minimum of two weeks.
h. After the migration to full SQL Server, combine databases. i. Maintain ArcGIS Enterprise.
j. Perform other duties as required.

4. Help Desk (GIS Management)
a. Provide a combination of on-site and remote Help Desk services to the City. b. Be the City's primary resource for all GIS related problems, questions, and issues originating from technology hardware, software, and services. c. On-site Help Desk staff are expected to respond promptly to requests for assistance from City staff.
d. Identify, diagnose and correct reported hardware and software problems. e. Acknowledge and respond to service requests from City Staff at all City facilities and remote work locations in a manner consistent with agreed Service Levels. f. Encourage service requests by phone and email submission. Allow for in-person requests and write a ticket after the in-person request for tracking purposes.

8. Provide a web portal containing a work order history of each ticket, in which users can check on the status of their own request; and in which Consultant GIS staff can check on the status of all City requests.
h. Document and track all service requests in a system accessible to the City for request submittal and viewing. Consultant shall provide the system with sufficient licenses for all City staff.
i. Coordinate GIS problem resolution of issues regarding equipment, software, and services with third party vendors.

Maintain "How To" documentation for GIS applications and systems, which shall include installation procedures, and solutions for commonly found errors. This City of Laguna Niguel, CA - RFP - IT Management Services Page 41 of 73 documentation must be kept current, be maintained outside the ticketing system, and be accessible by City and Consultant staff.
k. Provide an export of Tickets including all details and technician notes to the City in Excel format as requested.

I. Send ticket completion surveys on 100% of submitted tickets. m. Perform other duties as required.

5. Training: Schedule and record virtual training topics that include but are not limited to:
a. How to change display settings or use definition queries to display less features from the same layer in lieu of making several layers for the same type of feature. b. How to avoid use datasets and instead add prefixes to feature classes. c. How to use GIS tools more effectively, such as the use of Operations Dashboard to view the status of projects.
d. How to integrate GIS with enterprise software.
e. How to develop ArGIS Online applications (focused maps and apps). f. How to publish map services.
g. Perform other duties as required.

6. Knowledge Bank: Develop documentation that includes:
a. Administrative guides.
b. Communication protocols.
c. Contacts and references.
d. Data and map publishing standards.
e. Data development standards.
f. Map templates.
g. Metadata.
h. Quality control.
i. Templates.
j. Workflow diagrams.
k. Perform other duties as required.

7. GIS Integration
a. Integrate GIS with enterprise software (CAD, CMMS, land management, TRAKiT, etc.), server and system configuration, and troubleshoot issues. b. Perform other duties as required

8. Best Practices
City of Laguna Niguel, CA - RFP - IT Management Services Page 42 of 73 a. Minimize redundancies between departments and staff. b. Increased communication between GIS users.
c. Move to role based permissions rather than individual user database access. d. Replicate the main GIS database to both a Production database and a Publication database. The Production database will be the database where editing will take place while the Publication database is used for static data and data viewing and could also be public facing. This multi-database setup will allow for the least amount of database conflicts and the greatest amount of flexibility in management of the data. A third database would be utilized for testing. Additional GIS databases could be added as necessary.
e. Request and configure server certificate.
f. Scan for cross-site scripting attacks.
g. Restrict file permissions.
h. Define the shared key used to generate an ArcGIS token. Securely transmit ArcGIS tokens.
i. Use a group Managed Service Account.
j. Remove Python 2.x by disabling the ArcMap Runtime Support feature. k. Use standardized queries.

I. Disable the Services Directory.
m. Restrict cross-domain requests.
n. Other best practices as required.
o. More information about best practices listed
(https://enterprise.arcgis.com/en/server/latest/administer/windows/best- practices-for-configuring-a-secure-environment.htm)
The City anticipates the awarded Consultant will spend approximately 40 hours per month working on GIS Management - Maintenance.

A-9. GIS MANAGEMENT - RESPONSE SERVICES
GIS Management Response Services are provided in case of a security incident affecting multiple City systems ("Incident") or disaster recovery ("DR") effort. Such activities shall be included in the Scope. That means the total monthly cost should include Response Services, and not charged as Extra Work.

1. Backup Systems, Recovery, and Disaster Recovery
City of Laguna Niguel, CA - RFP - IT Management Services Page 43 of 73 a. Manage backup system; perform backups and snapshots in accordance with the established backup schedule that ensures the recoverability of City data. b. Perform disk, file, and database recovery from backups or snapshots as requested, for actual or test recovery purposes.
c. Perform an annual disaster recovery simulation in conjunction with the City's hosted backup services vendor.
d. As requested, review and recommend changes to the City's backup policy and schedule.
e. Perform other duties as required

2. Security
a. Identify, report, and resolve critical security issues. b. Advise the City on risk reduction strategies, compliance, governance, user awareness, security training, and strategic security planning. c. Perform other duties as required.

The City anticipates the awarded Consultant will spend approximately 10 hours per month working on GIS Management - Response Services.

A-10. GIS MANAGEMENT - PROJECTS
Projects involve significant or disruptive changes to the City's GIS environment and are not considered "Maintenance" per this RFP. Such activities shall be included in the Scope. That means the total monthly cost should include Projects, and not charged as Extra Work.

Note: Since projects will not be charged as Extra Work, Consultant will determine staff resource availability and project timeline for completion (that may not coincide with City desires). Should the City request a project be completed before Consultant's proposed timeline for completion, City will have the option to pay Consultant on a time and materials basis (using the Extra Work labor rates) so that Consultant can allocate additional resources to support the City's request.

Below is a list of projects proposed for the awarded Consultant's GIS staff. The order of projects are not listed by priority. The purpose of providing the list it to inform Consultants about the type of GIS Project support required by the City.

1. Ad-hoc GIS work (maps, data, web app updates, etc.)
City of Laguna Niguel, CA - RFP - IT Management Services Page 44 of 73

2. Fix data layers that have been captured in multiple projection

3. Deploy use of ArcGIS web adapter

4. Administration Department: ArcGIS Dashboards
Discuss the use of ArcGIS Dashboards and develop a plan to deploy various ArGIS Dashboards based on available content.

5. Community Development Department: City parcel layer update Develop script to import data from RealQuest.

6. Community Development Department: Document Management System The implementation of Laserfiche is in progress. Once implemented, develop plan to link Laserfiche documents to GIS by tagging documents with an address or parcel number.

Develop a GIS interface for record searches. The goal is to provide the public with access to retrieve documents related to a parcel or tract from GIS.

7. Community Development Department (Code Enforcement): Tracking App Develop a GIS web app that showcases the current location of Code Enforcement agents and previous locations visited.

8. Community Development Department (Planning): Updating HOA Develop process to update a GIS map to update HOA contact information. Currently, there is a GIS layers for citywide HOAs.

9. Community Development Department (Planning): Mailing Label Widget Create a web app with the parcel notification widget for staff who need to create mailing labels or buffer maps for City Council (i.e., City Council or Planning Commission members cannot vote on projects within a specified distance of their homes). Output should be to Excel in order to print Avery labels.

City of Laguna Niguel, CA - RFP - IT Management Services Page 45 of 73

10. Community Development Department (Planning): Parcel Report After data layers are cleaned up and map services republished, create a Parcel Report for front counter staff that pulls all data about a parcel into one file.

11. Community Development Department: TRAKIT geo-update routine Develop routine to get accessor data from RealQuest, then import the data to TRAKiT.

12. Public Works: Automation of Dig Alerts
City receives Dig Alert emails, Consultant staff create routine to import the content of the email into Public Works CMMS (Asset Essentials by Dude Solutions), then export that with its ID into GIS, then create a CMMS work order for Public Works staff to review. In the field, Public Works staff would open the CMMS to view the area of the dig site with the City's asset layers overlaid on top.

13. Public Works Department: Catch Basin Inventory
Public Works uses ArcGIS online project and collector. Create additional layer or related table to track inspections linked to catch basins. Allow for multi-year inspections. Publish service with necessary layers to create web map.

14. Public Works Department: Encroachment Permits
Develop a GIS resource that allows the public to see all active encroachment permits (non- residential) throughout the City.

15. Public Works Department: integration of GIS data
Public Works is currently working on a Total Cost of Ownership (TCO) project where a company will assess all parks/trails, facilities, and right-of-way assets. The assessment will include the collection of attribute data. Consultant will create new GIS layers with the collected data and provide integration services as required. Assessment data is available starting June 2022, where all data will be collected and available by June 2024.

City of Laguna Niguel, CA - RFP - IT Management Services Page 46 of 73 The City anticipates the awarded Consultant will spend approximately 40 hours per month working on GIS Management - Projects.

City of Laguna Niguel, CA - RFP - IT Management Services Page 47 of 73

ATTACHMENT B - EQUIPMENT, SYSTEMS, AND SERVICES
B-1. OVERVIEW
Consultant will be considered the City's Information Technology ('IT") and Geographic Information
B-2. COMPUTING DEVICES
The City has a total of 180 active computers (150 workstations and tablets; 30 Servers). This count consists of both physical and virtual systems (only virtual servers, no virtual workstations).

Memory for these machines typically range from 4-16GB of RAM. Some specialty systems such as the Hyper-V hosts have additional RAM. Hard drive capacity for workstations typically ranges from 256GB-512GB and are solid state drives. Server hard drive capacity typically starts off with 150GB for the C: drive, and if there is a secondary drive it is configured as needed for the app/service that the server is running.

Here is a breakdown of operating system versions:

Operating Systems
Total Systems: 140
3%
1%
1%
1%
1% Windows 10 Pro (20H2)
1%
2%
lindows 7 Profession
3% indows 10 Pro (200
4%
indows 10 Enterprise LTSC (180)
/41% Jindows 10 Pro (21H2
Windows 10 Pro (1909)
Windows 11 Pro (21H2)
36% Windows 10 Pro for Workstations (21H1)
Windows 10 Pro for Workstations (20H2)
Others
B-3. PRINTERS AND COPY MACHINES
There are approximately 40 network printers located at the four City facilities, with about 10 of them being larger multifunction copiers. Most printers have their own IP address and are setup City of Laguna Niguel, CA - RFP - IT Management Services Page 48 of 73 on the print server. There are approximately 15 standalone printers that are directly connected to workstations via USB. Maintenance and repairs of printers and copiers are contracted to HP and Canon respectively. IT Services is responsible for coordinating maintenance and repairs with the appropriate vendor.

B-4. NETWORK OVERVIEW

1. The City has four facilities, consisting of:
a. City Hall: 30111 Crown Valley Parkway
b. Crown Valley Community Center: 29751 Crown Valley Parkway c. Sea Country Senior and Community Center: 24602 Aliso Creek Road d. Skateboard and Soccer Park: 27745 Alicia Parkway
City of Laguna Niguel Site Connectivity
City Hall Crown Valley Park
30111 Crown Valley Pkwy 29751 Crown Valley Pkwy
LNPR_SWO
Palo Alto PAB20 Firewall LNCH_2ndFloor_Core
Cox Router
Internet Traffic for all Sites
LNSC_SWO
LNSP_SWO
Internet
Skate Park Sea Country / Sr. Center
27745 Alicia Pkwy 24602 Aliso Creek Rd.

2. The four facilities receive Internet access through a Palo Alto PA-820 firewall appliance connected internally through 6 managed switches at the core level in the server room (MDF), and 5 managed switches in the IDF serving the remainder of the endpoint City of Laguna Niguel, CA - RFP - IT Management Services Page 49 of 73 connections. The majority of the switches are HP Procurve's with some being Cisco Catalyst. The Internet is provided by Cox Communications utilizing a 500Mbps symmetrical fiber connection. The main City Hall campus is connected to the 3 remote sites via private Metro-E connections also provided by Cox Communications. 2 of the remote sites have approximately 3 managed switches and a single Active Directory/DNS server, with the 3rd site being smaller and requiring only a single switch to serve endpoints. All 3 remote sites pipe through their respective Metro-E connections back to City Hall for internet access.

3. All servers, switches, and the firewall have static IP addresses and all workstations have dynamic addresses assigned by DHCP. DHCP at City Hall is currently being handled by the City's PBX VOIP system (migrating to Windows DHCP springtime), and DHCP at the 2 larger remote sites is handled by their respective onsite domain controllers. The network address scheme for the Data VLAN is a 24-bit architecture with a subnet mask of 255.255.255.0 split into 5 different scopes (City Hall upstairs, City Hall Downstairs, and one for each of the 3 remote sites). Additional VLAN's are configured to segment different types of traffic for the purposes of performance and security. VLAN's are configured for the Management, Servers, VOIP, WirelessGuest, Wirelessinternal, DMZ, WAN and AV (Audio Visual) networks. Additional VLAN's are configured for the purposes of the City's iSCSI network that handles connectivity for the SAN/Hyper-V environment.

4. Name resolution is handled with internal DNS and is provided by 4 Domain Controllers running Active Directory - 2 Domain Controllers at City Hall, 1 Domain Controller at Crown Valley Park, and 1 Domain Controller at the Sr. Center. All workstations and servers are configured to use these servers for internal name resolution. The four DNS servers are configured to replicate and share information for redundancy.

5. Internet Connections: the City is supported by a 500mbps symmetrical fiber connection provided by Cox Communications for the main internet connection. There are 3 point-to- point Metro-E connections from City Hall to each of the remote locations (Crown Valley Community Center, Sea Country Senior and Community Center, and Skateboard and Soccer Park). All remote locations reach the internet via the main internet connection at City Hall.

6. Network Switches: the City's network backbone runs on networking equipment from HP Systems. There are 17 primary network switches routing traffic throughout the City's infrastructure including City Hall, Crown Valley Community Center, Sea Country Senior City of Laguna Niguel, CA - RFP - IT Management Services Page 50 of 73 and Community Center, and Skateboard and Soccer Park. The City just recently added 2 additional Cisco switches to expand port capacity.

7. LAN connectivity is provided through either Ethernet jacks on the wall, ports on VOIP phones or through the wireless network.

8. Wireless Network: the City's wireless network infrastructure is currently being provided by a single Trapeze network controller with 16 Trapeze access points spread between city hall and the Sea Country Senior and Community Center. The Crown Valley Community Center is a newer facility and is using 21 Meraki Cloud access points to accomplish wireless connectivity. City Hall is currently in the process of switching over to Meraki access points with an anticipated completion date by June 2022. There are multiple SSID's provided throughout the City with the main one's being for internal staff use and guest internet only access.

B-5. SYSTEMS OVERVIEW

1. Server Summary: The City currently has a series of Dell PowerEdge servers that make up the virtual hypervisor host and physical server environment. The main virtual environment is made up of a Hyper V cluster (Datacenter Server 2016) that resides on 3 Dell PowerEdge R440 servers with 16 virtual machines in service. All virtual machines are stored on a Dell SCv3000 Storage Area Network with 36TB of capacity as of this writing.

The server environment also contains a handful of standalone VMware hosts that are home to 4 virtual machines that will soon have their services and/or applications migrated to the cloud or respective on-premises server replacements. The Crown Valley Community Center and Sea Country Senior and Community Center sites have their own physical Dell PowerEdge R440 and R540 physical servers running Windows Server 2016 Standard Edition.

2. Redundant Physical Server Infrastructure is provided by a Hyper-V 2016, 3 server cluster with a Dell/Compellent SAN on the back end for storage. N+1 technology is used including dual redundant switches for iSCSi traffic.

City of Laguna Niguel, CA - RFP - IT Management Services Page 51 of 73 Operating Systems
Total Systems: 29
3%
3%
10%
Windows Server 2016 Datacenter (1607)
Windows Server 2008 R2 Enterprise
10% ,45%
Windows Server 2019 Datacenter (1809)
Windows Server 2012 Standard
Windows Server 2008 R2 Standard
Windows Server 2016 Standard (1607)
Windows 10 Enterprise 2016 LTSB (1607)
10%
17%-
Server Name Role C: D: RA Phys./Vir
M tual
LNCHDC1 AD, DNS, DHCP, FSMO (City Hall) 80GB 7GB Virtual LNCHDC2016 AD, DNS (City Hall) 135GB 8GB Virtual
LNCVDC2016 AD, DNS, DHCP (Crown Valley Park) 450GB 20TB 96GB Physical LNSCDC2016 AD, DNS, DCCP (Sr. Center) 200GB 2TB 32GB Physical LNCHFILE2 Main File Server (Migrating to SharePoint Online) 500GB 6TB 20GB Virtual LNCHSRVBKP Veeam Backup for Servers 125GB 15TB 16GB Virtual LNCH365BKP Veeam Backup for Microsoft 365 125GB 17TB 8GB Virtual LNCHAADC Active Directory Connect for Microsoft 365 Hybrid 125GB 12GB Virtual LNCHACTRL Security Server for Crown Valley Park (FOB) 125GB 100GB 8GB Virtual LNCHACCS Air Conditioning controller app Server 150GB 8GB Virtual LNCHTRKAPP App Server for TRAKIT application 150GB 250GB 16GB Virtual LNCHTRKSQL SQL DB Server for TRAKiT application 150GB 250GB 8GB Virtual LNCHTRKWEB Web/DMZ Server for TRAKiT application 150GB 8GB Virtual LNCHGIS GIS/ESRI Map Server 150GB 1TB 30GB Virtual
LNCHPRT Print Server 125GB 4TB Virtual
LNCHUTIL Utility/Tools Server 250GB 14GB Virtual
LNCHXMB Exchange 2010 / On-Premises Hybrid 128GB 900GB 36GB Virtual LNCHVMHOST01 Hyper-V 2016 560GB 256GB Physical
LNCHVMHOST02 | Hyper-V 2016 560GB 256GB Physical
LNCHVMHOST03 Hyper-V 2016 560GB 256GB Physical
ESX3 Standalone VMware Host Physical
ESX6 Standalone VMware Host Physical
ESX7 Standalone VMware Host Physical
City of Laguna Niguel, CA - RFP - IT Management Services Page 52 of 73

3. The primary Physical servers are connected to the City's Compellent storage area network (SAN). There are 3 physical servers configured as host servers which provide computing power to the virtual server infrastructure residing on the SAN. The virtual server environment consists of over 16 virtual servers running Microsoft Window Server operating systems using Hyper V virtualization software. The server has redundant Ethernet connections to the Compellent SAN via redundant Dell switches. Each of these redundancy measures are designed to maintain communication between the physical host servers and the Compellent SAN in the event of a single failure at each layer.

4. Each host server contains a set of 8 physical NICs. 1 NIC on each host is dedicated to management. 4 NIC's are configured in a Hyper-V "SET Team", and within the SET Team are virtual NIC's configured for live migration, VM LAN access, and the cluster shared volumes. Finally, 1 NIC is configured for access to the DMZ subnet.

5. Backups:
a. Veeam Backup and Replication is used for the City's on-prem server backups, and Veeam for Microsoft 365 is used to backup mailboxes, SharePoint, and OneDrive. b. Server Backups are done nightly for most servers. Some backup jobs are done more/less frequent as required. After the first full back up, incremental backups are performed. Backups are spread between 3 different repository's spread throughout the city's sites. Restores are tested monthly. c. Microsoft 365 backups are done nightly as well and follow the same guidelines as servers. Mailboxes, SharePoint, and OneDrive are backed up with this solution. An original full backup was taken, and incremental backups are done nightly. Restores are tested monthly.
d. The backup systems use 3 separate repositories in 2 different locations. e. The backup policies provide multiple restore points. Restore points are different depending on the City's requirements.

6. Storage Area Network:
a. The Storage Area Network (SAN) provides a high availability storage environment for its virtual server infrastructure and data requirements. The Compellent SAN consists of two arrays of hard drives providing 36 terabytes of data storage capacity. One array is dedicated to the high-speed presentation of data that is more often accessed by applications and users. This high-speed array utilizes solid state hard drives with faster read/write access times while the other hard drive array uses drives with a somewhat slower read/write access time. Both hard drive City of Laguna Niguel, CA - RFP - IT Management Services Page 53 of 73 arrays include redundancy technology preventing data loss in the event of hard drive failures.
b. A key component of the redundancy technology of the SAN is the split backplane and redundant controllers which utilize patented, proprietary software for dynamically managing the data residing on the hard drive arrays and fluidly moving the data among the hard drive arrays to maximize access and redundancy of those arrays of the SAN.
c. SAN Network Switches, the City's iSCSI network infrastructure consists of two Dell switches providing a dedicated and redundant high-speed network for the Dell physical host servers and the Compellent SAN to communicate.

7. Domain Services: Currently the city operates a Windows 2016 domain (2008R2 functional level) with a NetBIOS domain name of CH. Their internal DNS namespace is CH.LOCAL served by internal DNS servers. The external domain is CITYOFLAGUNANIGUEL. ORG and is registered with godaddy.com. DNS management is also managed through godaddy.com.

8. Website: The website was designed and is maintained by Civic Plus. Staff is responsible for updating content.

9. Telephone System: The City uses a Mitel VOIP PBX system in combination with the Mitel Mi Collab voicemail system. All components of the phone system are located on-prem within the city. The primary PBX is located at City Hall, and redundant PBXs are located at 2 of the remote sites along with redundant PRI's. All phones are VOIP and provide network connectivity through the access port on the phone. a. The City has a contract with Blue Violet Networks for services and support currently and will switch to GoToConnect for service and support by June 2022.

City of Laguna Niguel, CA - RFP - IT Management Services Page 54 of 73

ATTACHMENT C - CITY HOLIDAYS
The City recognizes 13 holidays per year. On recognized holidays, City facilities are closed. On those dates and if the Consultant's firm does not recognize the same City holiday(s), Consultant's staff ("staff") are not expected to work on-site but will provide remote services as required to perform the Scope.

AGU
1989
City of Laguna Niguel Holidays
for the Year 2022
*New Year's Day Fri. Dec. 31, 2021
Martin Luther King Jr Day Mon. Jan. 17, 2022
Presidents' Day Mon. Feb. 21, 2022
Memorial Day Mon. May 30, 2022
Independence Day Mon. July 04, 2022
Labor Day Mon. Sept. 05. 2022
Veterans Day Fri. Nov. 11, 2022
Thanksgiving Day Thur. Nov. 24.2022
Thanksgiving Day After Fri. Nov. 25, 2022
*Christmas Eve Day Fri. Dec. 23. 2022
*Christmas Day Mon. Dec. 26. 2022
*Day After Christmas Tues. Dec. 27, 2022
"New Year's Eve Fri. Dec. 30, 2022
*Per MOU - Holiday falls on Saturday, therefore preceding day shall be observed, if it falls on a Sunday, the next day shall be observed as the holiday.

City of Laguna Niguel, CA - RFP - IT Management Services Page 55 of 73

ATTACHMENT D - DRAFT PROFESSIONAL SERVICES AGREEMENT

AGREEMENT FOR PROFESSIONAL SERVICES
THIS AGREEMENT FOR PROFESSIONAL SERVICES ("Agreement") is made and entered into on_ _, by and between the City of Laguna Niguel, a municipal corporation, hereinafter the "City", and [Company Name], a _ hereinafter the "Consultant".

RECIIALS:

A. The City desires to contract with selected professional consultants to provide Information Technology services required by the City on the terms and conditions set forth in this Agreement.

B. The City circulated a Request for Proposals for the above-described professional services on _
Consultant submitted a Proposal to City to provide the above-described professional services dated _20_
D. City Staff has reviewed all the Proposals and after considering the demonstrated competence of Consultant, the professional qualifications of Consultant, and the fairness and reasonableness of Consultant's proposed cost, staff has determined that an Agreement to provide the required services should be awarded to Consultant.

E. The City desires to enter into an Agreement with Consultant for the above- described professional services.

AGREEMENI:

NOW, THEREFORE, in consideration of the foregoing Recitals and the mutual promises and covenants herein contained, the parties hereto agree as follows:

Services to be Performed by Consultant. Consultant agrees to perform the professional services for City and to prepare and deliver the work products to City, in a manner satisfactory to City, as described in the Scope of Services ("Scope of Services") which is attached hereto as Exhibit "A."
City of Laguna Niguel, CA - RFP - IT Management Services Page 56 of 73 Additional or Different Services. Any proposed changes in the Scope of Services which are the subject of this Agreement shall be made only by written amendment to this Agreement.

Term. This Agreement shall become effective on the date stated above and will continue in effect [for a period of _) days thereafter] [or until the work required by this Agreement is completed] subject to termination as provided in paragraph 28, except the indemnification provisions contained in paragraph 19 shall remain in full force and effect after the Agreement is terminated. The Agreement may be extended administratively by the City for two additional one-year terms if the Consultant's performance is satisfactory and it is in the interest of the City.

4. Payment.

Payment for Services. City agrees to pay Consultant for providing the professional services which are described in the Scope of Services, and to pay for those services in the amount and in the manner and at the times set forth in Exhibit "B" (Compensation) for the not to exceed sum of $
The Agreement will also include a ten percent (10%) contingency per year of the total contract in the not-to-exceed amount of $ for unforeseen conditions or extra work and authorize the City to approve additional work with the Consultant for a total not-to-exceed amount of $ _ if needed.

Invoices. Upon submission of each invoice, if the City is satisfied that Consultant has performed the services described therein, the City shall promptly approve the invoice, in which event, payment shall be made within 30 days of receipt of the invoice by the City. Such approval shall not be unreasonably withheld.

Ownership of Documents and Drawings. All original drawings, plans, designs, reports, notes, calculations, maps, and other documents developed during the course of Consultant providing the professional services required by the Scope of Services shall be the property of the City and shall be provided by Consultant to City upon their completion and payment of relevant invoices, or in the event the Agreement is terminated prior to completion, Consultant shall provide all work in progress, subject to payment of relevant invoices. Further, even if this Agreement is terminated, said documents shall be the property of the City and may be used by City as it determines appropriate. Reuse or modification of any such documents by the City for purposes outside of the Scope of Services set forth in this Agreement, without Consultant's written permission, shall be at City's sole risk, and City agrees to indemnify and hold Consultant harmless from all claims, damages, and expenses, including attorney's fees, arising out of such reuse by City or others acting through City; however City shall not be liable for any unauthorized use by third parties.

City of Laguna Niguel, CA - RFP - IT Management Services Page 57 of 73

6. Time is of the Essence. Consultant agrees to perform the services and deliver the work products provided for herein in strict accordance with any schedules set forth in the attached Exhibit"C" (Schedule of Performance). Notwithstanding any other provisions of this Agreement, Consultant shall not have liability for, or be deemed in breach of delays caused by, any factor outside of its reasonable control, including but not limited to natural disasters, adverse weather, or acts of the City, third parties, or other governmental agencies.

7. Consultant to Supply Instrumentalities. Consultant shall supply all instrumentalities required to perform the services under this Agreement.

8. Licenses: Standard of Care.

Qualifications. Consultant represents and agrees that all personnel engaged by Consultant in performing services are and shall be fully qualified and are authorized or permitted under state and local law to perform such services. Consultant represents and warrants to City that it has all licenses, permits, qualifications, and approvals required of its profession to provide the services and work required to be performed by this Agreement. Consultant further represents and warrants that it shall keep in effect all such licenses, permits, and other approvals during the term of this Agreement.

B. Standard of Care. Consultant shall perform the services under this Agreement in a skillful and competent manner. Consultant shall be responsible to City for any errors or omissions in the performance of work pursuant to this Agreement.

Should any errors caused by Consultant be found in such services or products, Consultant shall correct the errors at no additional charge to City by redoing the professional work and/or revising the work products) called for in the Scope of Services to eliminate the errors.

9. Legal Responsibilities. Consultant shall keep itself informed of all State and Federal laws and regulations which may, in any manner, affect those employed by it or in any way affect the performance of its services pursuant to this Agreement. Consultant shall, at all times, observe and comply with all such laws and regulations. City, and its officers and employees, shall not be liable at law or in equity by reason of the failure of Consultant to comply with this paragraph.

10. Prevailing Wages.

A Public Works. This Agreement calls for services that, in whole or in part, constitute "public works" as defined in Division 2, Part 7, Chapter 1 (commencing with Section 1720) of the California Labor Code ("Chapter 1"). Further, Consultant acknowledges that this Agreement is subject to (a) Chapter 1 and (b) the rules and City of Laguna Niguel, CA - RFP - IT Management Services Page 58 of 73 regulations established by the Department of Industrial Relations ("DIR") implementing such statutes. Therefore, as to those services that are "public works", Consultant shall comply with and be bound by all the terms, rules and regulations described in Chapter 1 and the rules and regulations established by the DIR implementing such statutes as though set forth in full herein.

B. Contracts. California law requires the inclusion of specific Labor Code provisions in certain contracts. The inclusion of such specific provisions below, whether or not required by California law, does not alter the meaning or scope of paragraph A of this Section.

C. Registration with DIR. Consultant shall be registered with the Department of Industrial Relations in accordance with California Labor Code Section 1725.5, and has provided proof of registration to City prior to the Effective Date of this Agreement.

Consultant shall not perform work with any subcontractor that is not registered with DIR pursuant to Section 1725.5. Consultant and subcontractors shall maintain their registration with the DIR in effect throughout the duration of this Agreement. If Consultant or any subcontractor ceases to be registered with DIR at any time during the duration of the project, Consultant shall immediately notify City.

D. Compliance Monitoring. Pursuant to Labor Code Section 1771.4, Consultant's Services are subject to compliance monitoring and enforcement by DIR.

Consultant shall post job site notices, as prescribed by DIR regulations.

E. Copies of Per Diem Wages. Pursuant to Labor Code Section 1773.2, copies of the prevailing rate of per diem wages for each craft, classification, or type of worker needed to perform the Agreement are on file at City Hall and will be made available to any interested party on request. Consultant acknowledges receipt of a copy of the DIR determination of such prevailing rate of per diem wages, and Consultant shall post such rates at each job site covered by this Agreement.

F. Penalties. Consultant shall comply with and be bound by the provisions of Labor Code Sections 1774 and 1775 concerning the payment of prevailing rates of wages to workers and the penalties for failure to pay prevailing wages. Consultant shall, as a penalty to City, forfeit $200.00 for each calendar day, or portion thereof, for each worker paid less than the prevailing rates as determined by the DIR for the work or craft in which the worker is employed for any public work done pursuant to this Agreement by Consultant or by any subcontractor.

G. Payroll Records. Consultant shall comply with and be bound by the provisions of Labor Code Section 1776, which requires Consultant and each City of Laguna Niguel, CA - RFP - IT Management Services Page 59 of 73 subcontractor to: (1) keep accurate payroll records and verify such records in writing under penalty of perjury, as specified in Section 1776; (2) certify and make such payroll records available for inspection as provided by Section 1776; and (3) inform City of the location of the records.

H. Apprentices. Consultant shall comply with and be bound by the provisions of Labor Code Sections 1777.5, 1777.6 and 1777.7 and California Administrative Code Title 8, Section 200 et seq. concerning the employment of apprentices on public works projects. Consultant shall be responsible for compliance with these aforementioned Sections for all apprenticeable occupations. Prior to commencing work under this Agreement, Consultant shall provide City with a copy of the information submitted to any applicable apprenticeship program. Within 60 days after concluding work pursuant to this Agreement, Consultant and each of its subcontractors shall submit to City a verified statement of the journeyman and apprentice hours performed under this Agreement.

Debarment or Suspension. Consultant shall not perform work with any Subcontractor that has been debarred or suspended pursuant to California Labor Code Section 1777.1 or any other federal or state law providing for the debarment of contractors from public works. Consultant and Subcontractors shall not be debarred or suspended throughout the duration of this Contract pursuant to Labor Code Section 1777.1 or any other federal or state law providing for the debarment of contractors from public works. If Consultant or any subcontractor becomes debarred or suspended during the duration of the project, Consultant shall immediately notify City.

Overtime. Consultant acknowledges that eight hours labor constitutes a legal day's work. Consultant shall comply with and be bound by Labor Code Section 1810. Consultant shall comply with and be bound by the provisions of Labor Code Section 1813 concerning penalties for workers who work excess hours. Consultant shall, as a penalty to City, forfeit $25.00 for each worker employed in the performance of this Agreement by Consultant or by any subcontractor for each calendar day during which such worker is required or permitted to work more than eight hours in any one calendar day and 40 hours in any one calendar week in violation of the provisions of Division 2, Part 7, Chapter 1, Article 3 of the Labor Code. Pursuant to Labor Code section 1815, work performed by employees of Consultant in excess of eight hours per day, and 40 hours during any one week shall be permitted upon public work upon compensation for all hours worked in excess of eight hours per day at not less than one and one-half times the basic rate of pay.

Workers' Compensation. California Labor Code Sections 1860 and 3700 provide that every employer will be required to secure the payment of compensation to its employees. In accordance with the provisions of California Labor Code Section 1861, Consultant hereby certifies as follows: "I am aware of the provisions of Section 3700 of the Labor Code which require every employer to be insured against liability for workers' City of Laguna Niguel, CA - RFP - IT Management Services Page 60 of 73 compensation or to undertake self-insurance in accordance with the provisions of that code, and I will comply with such provisions before commencing the performance of the work of this contract."
Subcontractors. For every subcontractor who will perform work on the project, Consultant shall be responsible for such subcontractor's compliance with Chapter 1 and Labor Code Sections 1860 and 3700, and Consultant shall include in the written contract between it and each subcontractor a copy of those statutory provisions and a requirement that each subcontractor shall comply with those statutory provisions.

Consultant shall be required to take all actions necessary to enforce such contractual provisions ensure subcontractor's compliance, including without limitation, conducting a periodic review of the certified payroll records of the subcontractor and upon becoming aware of the failure of the subcontractor to pay his or her workers the specified prevailing rate of wages. Consultant shall diligently take corrective action to halt or rectify any failure.

M. Indemnification. To the maximum extent permitted by law, Consultant shall indemnify, hold harmless and defend (at Consultant's expense with counsel reasonably acceptable to City) City, its officials, officers, employees, agents and independent contractors serving in the role of City officials, and volunteers from and against any demand or claim for damages, compensation, fines, penalties or other amounts arising out of or incidental to any acts or omissions arising out of the payment of prevailing wages by any person or entity (including Consultant, its subcontractors, and each of their officials, officers, employees and agents) in connection with any work undertaken or in connection with the Agreement, including without limitation the payment of all consequential damages, attorneys' fees, and other related costs and expenses. All duties of Consultant under this Section shall survive the termination of the Agreement.

Non-Assignability. Neither this Agreement nor any rights, title, interest, duties or obligations under this Agreement may be assigned, transferred, conveyed or otherwise disposed of by Consultant without the prior written consent of City.

12. Subcontracting Subject to Approval. Consultant may not subcontract any portion of the work required by this Agreement to other persons or firms unless Consultant first obtains the written consent of City to engage in such subcontracting.

Independent Consultant. Consultant is and shall at all times remain as to City a wholly independent contractor. Neither the City nor any of its officers, employees, or agents, shall have control over the conduct of Consultant or any of Consultant's officers, employees, or agents. Consultant shall not at any time or in any manner represent that it or any of its officers, employees, or agents, are officers, employees, or agents, of the City. Except as specified in writing by City, Consultant shall have no authority, expressed or implied, to act on behalf of City, and Consultant shall have no authority, expressed or implied, to incur any obligation or liability against the City. Consultant shall be responsible City of Laguna Niguel, CA - RFP - IT Management Services Page 61 of 73 for and pay all taxes and other payments for Consultant and its employees for Federal and State income taxes, including withholding of taxes, Social Security, worker's compensation insurance, State disability insurance, unemployment insurance, and all other similar items.

14. Administration. This Agreement will be administered by the Public Works Department. The Public Works Director or his or her designee shall be considered the Project Manager and shall have the authority to act for the City under this Agreement.

The Project Manager shall represent the City in all matters pertaining to the services to be rendered pursuant to this Agreement.

15. Progress. Consultant is responsible to keep the Project Manager informed on a regular basis regarding the status and progress of the work being performed pursuant to this Agreement.

16. Cooperation of City. City agrees to comply with all reasonable requests of Consultant and provide access to all documents reasonably necessary for the performance of Consultant's duties under this Agreement.

17. Confidentiality. No news releases, including photographs, public announcements, or confirmations of the same, of any part of the work being performed pursuant to this Agreement shall be made without prior written approval of the City. The information which results from performing the services required by this Agreement is to be kept confidential unless the release of information is authorized by the City.

18. Conflicts of Interest. Consultant represents that it is not currently engaged in and has not contracted to perform work on the behalf of any party or parties whose interests are or would reasonably appear to be adverse to those of City. In the event that Consultant should discover that it has represented, is representing or is being requested to perform work for a party or parties with interests adverse to those of City, Consultant shall immediately notify City in writing of such situation. Said notification requirement shall apply to all work performed by Consultant for another party or parties, with interests adverse to those of City, on a subcontract as well as on a contract or other basis. Further, Consultant or its employees may be subject to the provisions of the California Political Reform Act of 1974 (the "Act"), which (1) requires such persons to disclose financial interest that may foreseeably be materially affected by the work performed under this Agreement, and (2) prohibits such persons from making, or participating in making, decisions that will foreseeably financially affect such interest. If subject to the Act, Consultant shall comply with all requirements of the Act. Failure to do so constitutes a material breach and is grounds for termination of this Agreement by the City. Consultant agrees not to provide services within the City boundaries for any other public or private entities without prior written approval from City.

19. Indemnification.

City of Laguna Niguel, CA - RFP - IT Management Services Page 62 of 73 A. General Indemnity. To the fullest extent permitted by law, Consultant shall, at its sole cost and expense, defend, hold harmless and indemnify City and its elected officials, officers, attorneys, agents, employees, designated volunteers, successors, assigns and those City agents serving as independent consultant in the role of City officials (collectively "Indemnitees"), from and against any and all damages, costs, expenses, liabilities, claims, demands, causes of action, proceedings, expenses, judgments, penalties, liens, and losses of any nature whatsoever, including fees of accountants, attorneys, or other professionals and all costs associated therewith and the payment of all consequential damages (collectively "Liabilities"), in law or equity, whether actual, alleged or threatened, which arise out of, are claimed to arise out of, pertain to, or relate to the acts or omissions of Consultant, its officers, agents, servants, employees, subcontractors, materialmen, consultants or their officers, agents, servants or employees (or any entity or individual that Consultant shall bear the legal liability thereof in the performance of this Agreement, including the Indemnitees' active or passive negligence, except for Liabilities arising from the sole negligence or willful misconduct of the Indemnitees as determined by court decision or by the Agreement of the Parties.

Consultant shall defend the Indemnitees in any action or actions filed in connection with any Liabilities with counsel of the Indemnitees' choice, and shall pay all costs and expenses, including all attorneys' fees and experts' costs actually incurred in connection with such defense. Consultant shall reimburse the Indemnitees for any and all legal expenses and costs incurred by Indemnitees in connection therewith.

For Design Professional Services. If Consultant's services hereunder include the performance of professional services by a "design professional," as the term is defined under California Civil Code § 2782.8(c), then to the fullest extent permitted by law, Consultant shall, at its sole cost and expense, indemnify and hold harmless the Indemnitees, and each of them, from and against any and all Liabilities, including fees of accountants and other professionals, and all costs associated therewith, and reimbursement of attorneys' fees and costs of defense, whether actual, alleged or threatened, to the extent arising out of, pertaining to, or relating to, in whole or in part, the negligence, recklessness or willful misconduct of Consultant, and/or its officers, agents, servants, employees, subcontractors, contractors or their officers, agents, servants or employees (or any entity or individual for whom Consultant shall bear legal liability) in the performance of design professional services under this Agreement. Notwithstanding the toregoing and as required by Civil Code § 2782.8(a), in no event shall the cost to defend the Indemnitees that is charged to Consultant, exceed Consultant's proportionate percentage of fault.

C. Subconsultants. Consultant shall obtain executed indemnity Agreements with provisions identical to those in this Section from each and every subconsultant or any other person or entity involved by, for, with or on behalf of Consultant in the performance of this Agreement.

D. Insurance Requirements not Limiting. City does not, and shall not, waive any rights that it may possess against Consultant because of the acceptance by City, or City of Laguna Niguel, CA - RFP - IT Management Services Page 63 of 73 the deposit with City, of any insurance policy or certificate required pursuant to this Agreement. The indemnities in this Section shall apply regardless of whether or not any insurance policies are determined to be applicable to the Liabilities, tax, assessment, penalty or interest asserted against City.

Survival and Offset. The provisions of this Section 19 shall survive the termination of this Agreement. City may offset against the amount of any fees due to Consultant under this Agreement any amount due to City from Consultant as a result of Consultant's failure to promptly pay to City any reimbursement or indemnification arising under this subparagraph.

20. Liability Insurance.

Insurance Policies. Without limiting Consultant's indemnification of City as described in paragraph 19, Consultant shall obtain and provide and maintain at its own expense during the term of this Agreement policy or policies of liability insurance of the type and amounts described below and satisfactory to the City Attorney. Such policies shall be signed by a person authorized by that insurer to bind coverage on its behalf and must be filed with the City prior to exercising any right or performing any work pursuant to this Agreement.

B. Named Additional Insured. The City of Laguna Niguel and its Council members, officers, officials, employees, agents, and volunteers shall be named as additional insureds under the policies required by subparagraphs General and Auto Insurances for all liability arising from Consultant's performance of services pursuant to this Agreement. This insurance shall be primary to any insurance maintained by the City. City insurance shall not contribute to any judgment rendered against the City.

Insurance Coverage. Prior to the commencement of any services hereunder, Consultant shall provide to City certificates of insurance with original endorsements, and copies of policies, if requested by City, of the following insurance coverage:
1) General Liability Insurance. Consultant shall maintain commercial general liability insurance with coverage at least as broad as Insurance Services Office form CG 00 01, in an amount not less than $1,000,000 per occurrence, $2,000,000 general aggregate, for bodily injury, personal injury, and property damage. The policy must include contractual liability that has not been amended. Any endorsement restricting standard ISO "insured contract" language will not be accepted.

Automobile Liability Insurance. Consultant shall maintain automobile insurance at least as broad as Insurance Services Office form CA 00 01 covering bodily injury and property damage for all activities of Consultant arising out of or in connection with Work to be performed under this Agreement, including coverage for any owned, hired, non-owned or rented vehicles, in an amount not less than $1,000,000 combined single limit for each accident.

City of Laguna Niguel, CA - RFP - IT Management Services Page 64 of 73 Professional Liability (errors & omissions) Insurance. Consultant shall maintain professional liability insurance that covers the Services to be performed in connection with this Agreement, in the minimum amount of $1,000,000 per claim and in the aggregate. Any policy inception date, continuity date, or retroactive date must be before the effective date of this Agreement and Consultant agrees to maintain continuous coverage through a period no less than three (3) years after completion of the services required by this Agreement.
4) Workers' Compensation Insurance. Consultant shall maintain Workers' Compensation Insurance (Statutory Limits) and Employer's Liability Insurance (with limits of at least $1,000,000). Consultant shall submit to City, along with the certificate of insurance, a Waiver of Subrogation endorsement in favor of City, its officers, agents, employees and volunteers.

Cyberliability Insurance. Consultant shall maintain cyberliability insurance in the amount of $5,000,000.00 per occurrence providing protection against claims and liabilities arising from: (i) errors and omissions in connection with maintaining security of City Data; (i) data breach including theft, destruction, and/or unauthorized use of City Data; (iii) identity theft; and (iv) violation of privacy rights due to a breach of City Data.

D. Waiver of subrogation. All insurance coverage maintained or procured pursuant to this Agreement shall be endorsed to waive subrogation against City, its elected or appointed officers, agents, officials, employees and volunteers or shall specifically allow Consultant or others providing insurance evidence in compliance with these specifications to waive their right of recovery prior to a loss. Consultant hereby waives its own right of recovery against City and shall require similar written express waivers and insurance clauses from each of its subconsultant.

E. Duration of coverage. Consultant shall procure and maintain for the duration of the contract insurance against claims for injuries to persons or damages to property, which may arise from or in connection with the performance of the Work hereunder by Consultant, his agents, representatives, employees or subcontractors.

F. Primarv/noncontributing. Coverage provided by Consultant shall be primary and any insurance or self-insurance procured or maintained by City shall not be required to contribute with it. The limits of insurance required herein may be satisfied by a combination of primary and umbrella or excess insurance. Any umbrella or excess insurance shall contain or be endorsed to contain a provision that such coverage shall also apply on a primary and non-contributory basis for the benefit of the City before the City's own insurance or self-insurance shall be called upon to protect it as a named insured.

City of Laguna Niguel, CA - RFP - IT Management Services Page 65 of 73 G. City's rights of enforcement. In the event any policy of insurance required under this Agreement does not comply with these specifications or is canceled and not replaced, City has the right but not the duty to obtain the insurance it deems necessary and any premium paid by City will be promptly reimbursed by Consultant or City will withhold amounts sufficient to pay premium from Consultant payments. In the alternative, City may cancel this Agreement.

H. Acceptable insurers. All insurance policies shall be issued by an insurance company currently authorized by the Insurance Commissioner to transact business of insurance or is on the List of Approved Surplus Line Insurers in the State of California, with an assigned policyholders' Rating of A- (or higher) and Financial Size Category Class VIl (or larger) in accordance with the latest edition of Best's Key Rating Guide, unless otherwise approved by the City's Risk Manager.

1. Enforcement of contract provisions (non estoppel). Consultant acknowledges and agrees that any actual or alleged failure on the part of the City to inform Consultant of noncompliance with any requirement imposes no additional obligations on the City nor does it waive any rights hereunder.

Requirements not limiting. Requirements of specific coverage features, or limits contained in this Section are not intended as a limitation on coverage, limits or other requirements, or a waiver of any coverage normally provided by any insurance. Specific reference to a given coverage feature is for purposes of clarification only as it pertains to a given issue and is not intended by any party or insured to be all inclusive, or to the exclusion of other coverage, or a waiver of any type. If Consultant maintains higher limits than the minimums shown above, the City requires and shall be entitled to coverage for the higher limits maintained by Consultant. Any available insurance proceeds in excess of the specified minimum limits of insurance and coverage shall be available to the City.

K. Notice of cancellation. Consultant agrees to oblige its insurance agent or broker and insurers to provide to City with a thirty (30) day notice of cancellation (except for nonpayment for which a ten (10) day notice is required) or nonrenewal of coverage for each required coverage.

Additional insured status. General liability policies shall provide or be endorsed to provide that City and its officers, officials, employees, agents, and volunteers shall be additional insureds under such policies. This provision shall also apply to any excess/umbrella liability policies.

City of Laguna Niguel, CA - RFP - IT Management Services Page 66 of 73 M. Prohibition of undisclosed coverage limitations. None of the coverages required herein will be in compliance with these requirements if they include any limiting endorsement of any kind that has not been first submitted to City and approved of in writing Separation of Insureds. A severability of interests provision must apply for all additional insureds ensuring that Consultant's insurance shall apply separately to each insured against whom claim is made or suit is brought, except with respect to the insurer's limits of liability. The policy(ies) shall not contain any cross-liability exclusions.

O. Pass Through Clause. Consultant agrees to ensure that its subcontractor, subcontractors, and any other party involved with the project who is brought onto or involved in the project by Consultant, provide the same minimum insurance coverage and endorsements required of Consultant. Consultant agrees to monitor and review all such coverage and assumes all responsibility for ensuring that such coverage is provided in conformity with the requirements of this section. Consultant agrees that upon request, all Agreements with consultants, subconsultant, and others engaged in the project will be submitted to City for review.

P. City's right to revise specifications. The City reserves the right at any time during the term of the contract to change the amounts and types of insurance required by giving Consultant ninety (90) days advance written notice of such change. If such change results in substantial additional cost to Consultant, the City and Consultant may renegotiate Consultant's compensation.

Q Self-insured retentions. Any self-insured retentions must be declared to and approved by City. City reserves the right to require that self-insured retentions be eliminated, lowered, or replaced by a deductible. Self-insurance will not be considered to comply with these specifications unless approved by City.

R. Timely notice of claims. Consultant shall give City prompt and timely notice of claims made or suits instituted that arise out of or result from Consultant's performance under this Agreement, and that involve or may involve coverage under any of the requirec liability policies.

S. Additional insurance. Consultant shall also procure and maintain, at its own cost and expense, any additional kinds of insurance, which in its own judgment may be necessary for its proper protection and prosecution of the Work.

21. Nondiscrimination by Consultant. Consultant represents and agrees that Consultant, its affiliates, subsidiaries, or holding companies do not and will not discriminate against any subcontractor, consultant, employee, or applicant for City of Laguna Niguel, CA - RFP - IT Management Services Page 67 of 73 employment because of race, color, religious creed, sex, gender, gender identity, gender expression, marital status, national origin, ancestry, age, physical disability, mental disability, medical condition, genetic information, sexual orientation or any protected class or basis prohibited by law. Such nondiscrimination shall include, but not be limited to, the following: employment, upgrading, demotion, transfers, recruitment, recruitment advertising, layoff, termination, rates of pay or other forms of compensation, and selection for training, including apprenticeship.

22. City's Rights to Employ Other Consultants. City reserves the right to employ other consultants in connection with the subject matter of the Scope of Services.

Consultant's Records. Consultant shall keep records and invoices in connection with it work performed under this Agreement. Consultant shall maintain complete and accurate records with respect to the costs incurred under this Agreement. All such records shall be clearly identifiable. Consultant shall allow a representative of City during normal business hours to examine, audit, and make transcripts or copies of such records.

Consultant shall allow inspection of all work, data, documents, proceedings, and activities related to the Agreement for a period of three (3) years from the date of final payment under this Agreement.

24. Notices. Every notice, demand or request (hereinafter described in this Section as a "Notice") that is given by either party to the other under or in connection with this Agreement shall be in writing, and shall be given: (i) by email, to the applicable email address specified below; or (i) by United States certified mail, postage prepaid, return receipt requested, or by same-day or overnight reputable private courier, addressed to the party to be served at its address below. Either party may change its email address for Notices, or its address for Notices, by a Notice given in accordance with this Section. Notices shall be deemed to have been delivered: (i) if sent by email, on the next business day, provided the sender's email system confirms has been delivered or does not indicate that delivery did not occur, as applicable; (ii) if sent by certified mail, three (3) days after deposit into the U.S. mail; and (iii) if sent by private courier, one business day after deposit with the courier for overnight delivery (unless the delivery service indicates to the sender that delivery has not occurred, in which case delivery shall be deemed to occur when the delivery service indicates to the sender that it has actually occurred).

CITY: City of Laguna Niguel
Attn: Public Works Director
30111 Crown Valley Parkway
Laguna Niguel, CA 92677
Email:

City of Laguna Niguel, CA - RFP - IT Management Services Page 68 of 73 CONSULTANT: Company Name
Attn: Name
Business Mailing Address
City, State, Zip Code
Email:

25. Entire Agreement. This Agreement supersedes any and all Agreements, either oral or written, between the parties hereto with respect to the rendering of services described in Scope of Services hereto by Consultant for City and contains all of the covenants and Agreements between the parties with respect to the rendering of such services. Each party to this Agreement acknowledges that no representations, inducements, promises, or Agreements, orally or otherwise, have been made with regard to such services by any party, or anyone acting on behalf of any party, which are not embodied herein, and that no other Agreement, statement, or promise regarding such services not contained in this Agreement shall be valid or binding. Any modification or amendment of this Agreement will be effective only if it is in writing and signed by both parties to this Agreement.

26. Exhibits. The Exhibits referenced in this Agreement are attached hereto and incorporated herein by this reference as though set forth in full in the Agreement.

27. Governing Law. This Agreement will be governed by and construed in accordance with the laws of the State of California. Any legal action in which enforcement of the terms and conditions of this Agreement is requested, or in which it is alleged that a breach of this Agreement has taken place, shall be filed and prosecuted in the County of Orange, California.

28. Termination. City may terminate this Agreement, without cause or penalty, by providing written notice to Consultant that the Agreement is terminated. Said written notice shall be provided at least fifteen (15) days in advance of the termination date.

Unless terminated as provided herein, this Agreement shall continue in effect for the period set forth in Section 3.

29. Breach of Agreement. If Consultant defaults in the performance of any of the terms or conditions of this Agreement, it shall have ten (10) days after service upon it of written notice of such default in which to cure the default by rendering a satisfactory performance.

In the event that Consultant fails to cure its default within such period of time, City shall have the right, notwithstanding any other provision of this Agreement, to terminate this Agreement without further notice and without prejudice to any other remedy to which it may be entitled at law, in equity, or under this Agreement. The failure of City to object to any default in the performance of the terms and conditions of this Agreement shall not constitute a waiver of either that term or condition or any other term or condition of this Agreement.

City of Laguna Niguel, CA - RFP - IT Management Services Page 69 of 73

30. Attorney Fees. If any legal proceeding, including an action for declaratory relief, is brought to enforce or interpret the provisions of this Agreement, the prevailing party will be entitled to reasonable attorney's fees, which may be set by the court in the same action or in a separate action brought for that purpose, in addition to any other relief to which that party may be entitled.

31. Severability. If any provision in this Agreement is held by a court of competent jurisdiction to l be invalid, void, or unenforceable, the remaining provisions will nevertheless continue in full force without being impaired or invalidated in any way.

Successors and Assigns. The terms and conditions of this Agreement shall be binding on the successors and assigns of the parties to this Agreement.

Authority to Sign. The person(s) executing this Agreement on behalf of Consultant warrants and represents that they the authority to execute this Agreement on behalf of Consultant and have the authority to bind Consultant to the performance of the obligations hereunder.

City of Laguna Niguel, CA - RFP - IT Management Services Page 70 of 73 IN WITNESS WHEREOF, the parties hereto have executed this Agreement as of the date first above written.
"CITY"

CITY OF LAGUNA NIGUEL
By:

Tamara S. Letourneau
City Manager
ATTEST:

Thy M. Merritt,
Acting City Clerk

APPROVED AS TO FORM BY THE

CITY ATTORNEY FOR THE

CITY OF LAGUNA NIGUEL,

CALIFORNIA
Kevin G. Ennis
City Attorney
"CONSULTANT"

COMPANY NAME
By:

Print Name:

Title:

By:

Print Name:

Title:

EXHIBIT "A"
City of Laguna Niguel, CA - RFP - IT Management Services Page 71 of 73

SCOPE OF SERVICES
City of Laguna Niguel, CA - RFP - IT Management Services Page 72 of 73 EXHIBIT "B"

COMPENSATION
[he method ot compensation may include: (i) a lump sum payment upon completion of the services, (i) payment in accordance with specified tasks or the percentage of between the parties.]
City of Laguna Niguel, CA - RFP - IT Management Services Page 73 of 73

ATTACHMENT B
RFP Evaluation Summary
City of Laguna Niguel
Public Works Department
30111 Crown Valley Parkway, Laguna Niguel, CA 92677
(949) 362-4337 - www.cityoflagunaniguel.org/pw
RFP Name: Information Technology (IT) Management Services RFP Issue Date: February 15, 2022
RFP Due Date: March 7, 2022
No. of Bidders:

Evaluation Summary
Consultant Name Evaluation Average Evaluation Ranking
Infinity Technologies 88
SDI Presence LLC 66

ATTACHMENT C
Professional Services Agreement with Infinity Technologies

AGREEMENT FOR PROFESSIONAL SERVICES

INFORMATION TECHNOLOGY MANAGEMENT SERVICES
corporation, hereinafter the "Consultant".

RECIIALS:

A. The City desires to contract with selected professional consultants to provide professional Information Technology Management and Geographic Information Systems Services.

B. The City circulated a Request for Proposals for the above-described professional services on February 15, 2022.

C. Consultant submitted a proposal to City to provide the above-described professional services dated March 7, 2022.

D. City Staff has reviewed all the proposals and after considering the demonstrated competence of Consultant, the professional qualifications of Consultant, and the fairness and reasonableness of Consultant's proposed cost, staff has determined that an agreement to provide the required services should be awarded to Consultant.

The City desires to enter into an agreement with Consultant for the above- described professional services.

AGREEMENI:

NOW, THEREFORE, in consideration of the foregoing recitals and the mutual promises and covenants herein contained, the parties hereto agree as follows:

Services to be Performed by Consultant. Consultant agrees to perform the professional services for City and to prepare and deliver the work products to City, in a manner satisfactory to City, as described in the Scope of Services ("Scope of Services") which is attached hereto as Exhibit "A."

2. Additional or Different Services. Any proposed changes in the Scope of Services which are the subject of this Agreement shall be made only by written amendment to this Agreement.

Term. This Agreement shall become effective on the date stated above and will continue in effect until June 30, 2025, subject to termination as provided in paragraph 28, 13018-0008\2652267v2.doc
except the indemnification provisions contained in paragraph 19 shall remain in full force and effect after the Agreement is terminated. The Agreement may be extended administratively by the City for two additional one-year terms if the Consultant's performance is satisfactory and it is in the best interest of the City.

4. Payment.

Payment for Services. City agrees to pay Consultant for providing the professional services which are described in the Scope of Services, and to pay for those services in the amount and in the manner and at the times set forth in Exhibit "B" (Compensation) for the not to exceed sum of Four Hundred Ninety-Two Thousand Dollars ($492,000.00).

B. Invoices. Upon submission of each invoice, if the City is satisfied that the Consultant has performed the services described therein, the City shall promptly approve the invoice, in which event, payment shall be made within 30 days of receipt of the invoice by the City. Such approval shall not be unreasonably withheld.

Ownership of Documents and Drawings. All original drawings, plans, designs, reports, notes, calculations, maps, and other documents developed during the course of Consultant providing the professional services required by the Scope of Services shall be the property of the City and shall be provided by Consultant to City upon their completion and payment of relevant invoices, or in the event the Agreement is terminated prior to completion, Consultant shall provide all work in progress, subject to payment of relevant invoices. Further, even if this Agreement is terminated, said documents shall be the property of the City and may be used by City as it determines appropriate. Reuse or modification of any such documents by the City for purposes outside of the Scope of Services set forth in this Agreement, without Consultant's written permission, shall be at City's sole risk, and City agrees to indemnify and hold Consultant harmless from all claims, damages, and expenses, including attorney's fees, arising out of such reuse by City or others acting through City; however City shall not be liable for any unauthorized use by third parties.

Time is of the Essence. Consultant agrees to perform the services and deliver the work products provided for herein in strict accordance with any schedules set forth in the attached Exhibit "A". Notwithstanding any other provisions of this Agreement, the Consultant shall not have liability for, or be deemed in breach of delays caused by, any factor outside of its reasonable control, including but not limited to natural disasters, adverse weather, or acts of the City, third parties, or other governmental agencies.

7. Consultant to Supply Instrumentalities. Consultant shall supply all instrumentalities required to perform the services under this Agreement.

Licenses; Standard of Care.
13018-0008\2652267v2.doc
Qualifications. Consultant represents and agrees that all personnel engaged by Consultant in performing services are and shall be fully qualified and are authorized or permitted under state and local law to perform such services. Consultant represents and warrants to City that it has all licenses, permits, qualifications, and approvals required of its profession to provide the services and work required to be performed by this Agreement. Consultant further represents and warrants that it shall keep in effect all such licenses, permits, and other approvals during the term of this Agreement.

Standard of Care. Consultant shall perform the services under this Agreement in a skillful and competent manner. The Consultant shall be responsible to City for any errors or omissions in the performance of work pursuant to this Agreement.

Should any errors caused by Consultant be found in such services or products, Consultant shall correct the errors at no additional charge to City by redoing the professional work and/or revising the work products) called for in the Scope of Services to eliminate the errors.

9. Legal Responsibilities. Consultant shall keep itself informed of all State and Federal laws and regulations which may, in any manner, affect those employed by it or in any way affect the performance of its services pursuant to this Agreement. Consultant shall, at all times, observe and comply with all such laws and regulations. City, and its officers and employees, shall not be liable at law or in equity by reason of the failure of the Consultant to comply with this paragraph.

Non-Assignability. Neither this Agreement nor any rights, title, interest, duties or obligations under this Agreement may be assigned, transferred, conveyed or otherwise disposed of by Consultant without the prior written consent of City.

Subcontracting Subject to Approval. Consultant may not subcontract any portion of the work required by this Agreement to other persons or firms unless Consultant first obtains the written consent of City to engage in such subcontracting Independent Consultant. Consultant is and shall at all times remain as to City a wholly independent contractor. Neither the City nor any of its officers, employees, or agents, shall have control over the conduct of the Consultant or any of the Consultant's officers, employees, or agents. Consultant shall not at any time or in any manner represent that it or any of its officers, employees, or agents, are officers, employees, or agents, of the City. Except as specified in writing by City, Consultant shall have no authority, expressed or implied, to act on behalf of City, and Consultant shall have no authority, expressed or implied, to incur any obligation or liability against the City.

Consultant shall be responsible for and pay all taxes and other payments for Consultant and its employees for Federal and State income taxes, including withholding of taxes, Social Security, worker's compensation insurance, State disability insurance, unemployment insurance, and all other similar items.
13018-0008\2652267v2.doc
Administration. This Agreement will be administered by the Public Works Department. The Public Works Director or his or her designee shall be considered the Project Manager and shall have the authority to act for the City under this Agreement.

The Project Manager shall represent the City in all matters pertaining to the services to be rendered pursuant to this Agreement.

Progress. Consultant is responsible to keep the Project Manager informed on a regular basis regarding the status and progress of the work being performed pursuant to this Agreement.

15. Cooperation of City. City agrees to comply with all reasonable requests of Consultant and provide access to all documents reasonably necessary for the performance of Consultant's duties under this Agreement.

16. Confidentiality. No news releases, including photographs, public announcements, or confirmations of the same, of any part of the work being performed pursuant to this Agreement shall be made without prior written approval of the City. The information which results from performing the services required by this Agreement is to be kept confidential unless the release of information is authorized by the City.

17. Conflicts of Interest. Consultant represents that it is not currently engaged in and has not contracted to perform work on the behalf of any party or parties whose interests are or would reasonably appear to be adverse to those of City. In the event that Consultant should discover that it has represented, is representing or is being requested to perform work for a party or parties with interests adverse to those of City, Consultant shall immediately notify City in writing of such situation. Said notification requirement shall apply to all work performed by Consultant for another party or parties, with interests adverse to those of City, on a subcontract as well as on a contract or other basis. Further, the Consultant or its employees may be subject to the provisions of the California Political Reform Act of 1974 (the "Act"), which (1) requires such persons to disclose financial interest that may foreseeably be materially affected by the work performed under this Agreement, and (2) prohibits such persons from making, or participating in making, decisions that will foreseeably financially affect such interest. If subject to the Act, Consultant shall comply with all requirements of the Act. Failure to do so constitutes a material breach and is grounds for termination of this Agreement by the City. Consultant agrees not to provide services within the City boundaries for any other public or private entities without prior written approval from City.

18. Indemnification.

A. General Indemnity. To the fullest extent permitted by law, Consultant shall, at its sole cost and expense, defend, hold harmless and indemnify City and its elected officials, officers, attorneys, agents, employees, designated volunteers, successors, assigns
officials (collectively "Indemnitees"), from and against any and all damages, costs, expenses, liabilities, claims, demands, causes of action, proceedings, expenses, 13018-000812652267v2.doc
judgments, penalties, liens, and losses of any nature whatsoever, including fees of accountants, attorneys, or other professionals and all costs associated therewith and the payment of all consequential damages (collectively "Liabilities"), in law or equity, whether actual, alleged or threatened, which arise out of, are claimed to arise out of, pertain to, or relate to the acts or omissions of Consultant, , its officers, agents, servants, employees, subcontractors, materialmen, consultants or their officers, agents, servants or employees (or any entity or individual that Consultant shall bear the legal liability thereof) in the performance of this Agreement, including the Indemnitees' active or passive negligence, except for Liabilities arising from the sole negligence or willful misconduct of the Indemnitees as determined by court decision or by the agreement of the Parties.

Consultant shall defend the Indemnitees in any action or actions filed in connection with any Liabilities with counsel of the Indemnitees' choice, and shall pay all costs and expenses, including all attorneys' fees and experts' costs actually incurred in connection with such defense. Consultant shall reimburse the Indemnitees for any and all legal expenses and costs incurred by Indemnitees in connection therewith.

B. For Design Professional Services. If Consultant's services hereunder include the performance of professional services by a "design professional," as the term is defined under California Civil Code § 2782.8(c), then to the fullest extent permitted by law, Consultant shall, at its sole cost and expense, indemnify and hold harmless the Indemnitees, and each of them, from and against any and all Liabilities, including fees of accountants and other professionals, and all costs associated therewith, and reimbursement of attorneys' fees and costs of defense, whether actual, alleged or threatened, to the extent arising out of, pertaining to, or relating to, in whole or in part, the negligence, recklessness or willful misconduct of the Consultant, and/or its officers, Notwithstanding the foregoing and as required by Civil Code § 2782.8(a), in no event shall the cost to defend the Indemnitees that is charged to Consultant, exceed Consultant's proportionate percentage of fault.

C. Subconsultants. Consultant shall obtain executed indemnity agreements with provisions identical to those in this Section from each and every subconsultant or any other person or entity involved by, for, with or on behalf of Consultant in the performance of this Agreement.

D. Insurance Requirements not Limiting. City does not, and shall not, waive any rights that it may possess against Consultant because of the acceptance by City, or the deposit with City, of any insurance policy or certificate required pursuant to this Agreement. The indemnities in this Section shall apply regardless of whether or not any insurance policies are determined to be applicable to the Liabilities, tax, assessment, penalty or interest asserted against City.

Survival and Offset. The provisions of this Section 19 shall survive the termination of this Agreement. City may offset against the amount of any fees due to 13018-000812652267v2 doc
Consultant under this Agreement any amount due to City from Consultant as a result of Consultant's failure to promptly pay to City any reimbursement or indemnification arising under this subparagraph.

19. Liability Insurance.

Insurance Policies. Without limiting Consultant's indemnification of City as described in paragraph 19, Consultant shall obtain and provide and maintain at its own expense during the term of this Agreement policy or policies of liability insurance of the type and amounts described below and satisfactory to the City Attorney. Such policies shall be signed by a person authorized by that insurer to bind coverage on its behalf and must be filed with the City prior to exercising any right or performing any work pursuant to this Agreement.

Named Additional Insured. The City of Laguna Niguel and its Council members, officers, officials, employees, agents, and volunteers shall be named as additional insureds under the policies required by subparagraphs General and Auto Insurances for all liability arising from Consultant's performance of services pursuant to this Agreement. This insurance shall be primary to any insurance maintained by the City. City insurance shall not contribute to any judgment rendered against the City.

C. Insurance Coverage. Prior to the commencement of any services hereunder, Consultant shall provide to City certificates of insurance with original endorsements, and copies of policies, if requested by City, of the following insurance coverage:

General Liability Insurance. Consultant shall maintain commercial general liability insurance with coverage at least as broad as Insurance Services Office form CG 00 01, in an amount not less than $1,000,000 per occurrence, $2,000,000 general aggregate, for bodily injury, personal injury, and property damage. The policy must include contractual liability that has not been amended. Any endorsement restricting standard ISO "insured contract" language will not be accepted.

Automobile Liability Insurance. Consultant shall maintain automobile insurance at least as broad as Insurance Services Office form CA 00 01 covering bodily injury and property damage for all activities of the Consultant arising out of or in connection with Work to be performed under this Agreement, including coverage for any owned, hired, non-owned or rented vehicles, in an amount not less than $1,000,000 combined single limit for each accident.

Professional Liability (errors & omissions) Insurance. Consultant shall maintain professional liability insurance that covers the Services to be performed in connection with this Agreement, in the minimum amount of $1,000,000 per claim and in the aggregate. Any policy inception date, continuity date, or retroactive date must be before the effective date of this agreement and Consultant agrees to maintain continuous coverage through a period no less than three (3) years after completion of the services required by this agreement.
13018-0008\2652267v2.doc
Workers' Compensation Insurance. Consultant shall maintain Workers' Compensation Insurance (Statutory Limits) and Employer's Liability Insurance (with limits of at least $1,000,000). Consultant shall submit to City, along with the certificate of insurance, a Waiver of Subrogation endorsement in favor of City, its officers, agents, employees and volunteers.

Cyberliability Insurance. Consultant shall maintain cyberliability insurance in the amount of $5,000,000.00 per occurrence providing protection against claims and liabilities arising from: (i) errors and omissions in connection with maintaining security of City Data; (ii) data breach including theft, destruction, and/or unauthorized use of City Data; (iii) identity theft; and (iv) violation of privacy rights due to a breach of City Data.

Waiver of subrogation. All insurance coverage maintained or procured pursuant to this agreement shall be endorsed to waive subrogation against City, its elected or appointed officers, agents, officials, employees and volunteers or shall specifically allow Consultant or others providing insurance evidence in compliance with these specifications to waive their right of recovery prior to a loss. Consultant hereby waives its own right of recovery against City and shall require similar written express waivers and insurance clauses from each of its subconsultant.

E. Duration of coverage. Consultant shall procure and maintain for the duration of the contract insurance against claims for injuries to persons or damages to property, which may arise from or in connection with the performance of the Work hereunder by Consultant, his agents, representatives, employees or subcontractors.

F. Primary/noncontributing. Coverage provided by Consultant shall be primary and any insurance or self-insurance procured or maintained by City shall not be required to contribute with it. The limits of insurance required herein may be satisfied by a combination of primary and umbrella or excess insurance. Any umbrella or excess insurance shall contain or be endorsed to contain a provision that such coverage shall also apply on a primary and non-contributory basis for the benefit of the City before the City's own insurance or self-insurance shall be called upon to protect it as a named insured.

G. City's rights of enforcement. In the event any policy of insurance required under this Agreement does not comply with these specifications or is canceled and not replaced, City has the right but not the duty to obtain the insurance it deems necessary and any premium paid by City will be promptly reimbursed by Consultant or City will withhold amounts sufficient to pay premium from Consultant payments. In the alternative, City may cancel this Agreement.

H. Acceptable insurers. All insurance policies shall be issued by an insurance company currently authorized by the Insurance Commissioner to transact business of insurance or is on the List of Approved Surplus Line Insurers in the State of California, with an assigned policyholders' Rating of A- (or higher) and Financial Size Category Class VII (or larger) in accordance with the latest edition of Best's Key Rating Guide, unless otherwise approved by the City's Risk Manager.
13018-0008\2652267v2.doc
Enforcement of contract provisions (non estoppel). Consultant acknowledges and agrees that any actual or alleged failure on the part of the City to inform Consultant of noncompliance with any requirement imposes no additional obligations on the City nor does it waive any rights hereunder.

C Requirements not limiting. Requirements of specific coverage features, or limits contained in this Section are not intended as a limitation on coverage, limits or other requirements, or a waiver of any coverage normally provided by any insurance. Specific reference to a given coverage feature is for purposes of clarification only as it pertains to a given issue and is not intended by any party or insured to be all inclusive, or to the exclusion of other coverage, or a waiver of any type. If the Consultant maintains higher limits than the minimums shown above, the City requires and shall be entitled to coverage for the higher limits maintained by the Consultant. Any available insurance proceeds in excess of the specified minimum limits of insurance and coverage shall be available to the City.

K. Notice of cancellation. Consultant agrees to oblige its insurance agent or broker and insurers to provide to City with a thirty (30) day notice of cancellation (except for nonpayment for which a ten (10) day notice is required) or nonrenewal of coverage for each required coverage.

L. Additional insured status. General liability policies shall provide or be endorsed to provide that City and its officers, officials, employees, agents, and volunteers shall be additional insureds under such policies. This provision shall also apply to any excess/umbrella liability policies.

M. Prohibition of undisclosed coverage limitations. None of the coverages required herein will be in compliance with these requirements if they include any limiting endorsement of any kind that has not been first submitted to City and approved of in writing.

Separation of Insureds. A severability of interests provision must apply for all additional insureds ensuring that Consultant's insurance shall apply separately to each insured against whom claim is made or suit is brought, except with respect to the insurer's limits of liability. The policy(ies) shall not contain any cross-liability exclusions.

O. Pass Through Clause. Consultant agrees to ensure that its subcontractor, subcontractors, and any other party involved with the project who is brought onto or involved in the project by Consultant, provide the same minimum insurance coverage and endorsements required of Consultant. Consultant agrees to monitor and review all such coverage and assumes all responsibility for ensuring that such coverage is provided in conformity with the requirements of this section. Consultant agrees that upon request, all agreements with consultants, subconsultant, and others engaged in the project will be submitted to City for review.

P. City's right to revise specifications. The City reserves the right at any time during the term of the contract to change the amounts and types of insurance required by 13018-0008\2652267v2.doc
giving the Consultant ninety (90) days advance written notice of such change. If such change results in substantial additional cost to the Consultant, the City and Consultant may renegotiate Consultant's compensation.

Self-insured retentions. Any self-insured retentions must be declared to and approved by City. City reserves the right to require that self-insured retentions be eliminated lowered, or replaced by a deductible. Self-insurance will not be considered to comply with these specifications unless approved by City.

R. Timely notice of claims. Consultant shall give City prompt and timely notice of claims made or suits instituted that arise out of or result from Consultant's performance under this Agreement, and that involve or may involve coverage under any of the required liability policies.

S. Additional insurance. Consultant shall also procure and maintain, at its own cost and expense, any additional kinds of insurance, which in its own judgment may be necessary for its proper protection and prosecution of the Work.

20. Nondiscrimination by Consultant. Consultant represents and agrees that Consultant, its affiliates, subsidiaries, or holding companies do not and will not discriminate against any subcontractor, consultant, employee, or applicant for employment because of race, color, religious creed, sex, gender, gender identity, gender expression, marital status, national origin, ancestry, age, physical disability, mental disability, medical condition, genetic information, sexual orientation or any protected class or basis prohibited by law. Such nondiscrimination shall include, but not be limited to, the following: employment, upgrading, demotion, transfers, recruitment, recruitment advertising, layoff, termination, rates of pay or other forms of compensation, and selection for training, including apprenticeship.

21. City's Rights to Employ Other Consultants. City reserves the right to employ other consultants in connection with the subject matter of the Scope of Services.

22. Consultant's Records. Consultant shall keep records and invoices in connection with it work performed under this Agreement. Consultant shall maintain complete and accurate records with respect to the costs incurred under this Agreement. All such records shall be clearly identifiable. Consultant shall allow a representative of City during normal business hours to examine, audit, and make transcripts or copies of such records.

Consultant shall allow inspection of all work, data, documents, proceedings, and activities related to the Agreement for a period of three (3) years from the date of final payment under this Agreement.

23. Notices. Every notice, demand or request (hereinafter described in this Section as a "Notice") that is given by either party to the other under or in connection with this Agreement shall be in writing, and shall be given: (i) by email, to the applicable email address specified below; or (i) by United States certified mail, postage prepaid, return receipt requested, or by same-day or overnight reputable private courier, addressed to 13018-0008\2652267v2.doc
the party to be served at its address below. Either party may change its email address for Notices, or its address for Notices, by a Notice given in accordance with this Section. Notices shall be deemed to have been delivered: (i) if sent by email, on the next business day, provided the sender's email system confirms has been delivered or does not indicate that delivery did not occur, as applicable; (ii) if sent by certified mail, three (3) days after deposit into the U.S. mail; and (iii) if sent by private courier, one business day after deposit with the courier for overnight delivery (unless the delivery service indicates to the sender that delivery has not occurred, in which case delivery shall be deemed to occur when the delivery service indicates to the sender that it has actually occurred).

CITY: City of Laguna Niguel
Attn: Public Works Director
30111 Crown Valley Parkway
Laguna Niguel, CA 92677
Email: [email protected]
CONSULTANT: Infinity Technologies
Attn: Mohammad Ahmed
17875 Von Karman Avenue Suite 150
Irvine, CA 92614
Email: [email protected]

24. Entire Agreement. This Agreement supersedes any and all agreements, either oral or written, between the parties hereto with respect to the rendering of services described in Scope of Services hereto by Consultant for City and contains all of the covenants and agreements between the parties with respect to the rendering of such services. Each party to this Agreement acknowledges that no representations, inducements, promises, or agreements, orally or otherwise, have been made with regard to such services by any party, or anyone acting on behalf of any party, which are not embodied herein, and that no other agreement, statement, or promise regarding such services not contained in this Agreement shall be valid or binding. Any modification or amendment of this Agreement will be effective only if it is in writing and signed by both parties to this Agreement.

25. Exhibits. The Exhibits referenced in this Agreement are attached hereto and incorporated herein by this reference as though set forth in full in the Agreement.

Governing Law. This Agreement will be governed by and construed in accordance with the laws of the State of California. Any legal action in which enforcement of the terms and conditions of this Agreement is requested, or in which it is alleged that a breach of this Agreement has taken place, shall be filed and prosecuted in the County of Orange, California.
13018-000812652267v2.doc

27. Termination. City may terminate this Agreement, without cause or penalty, by providing written notice to the Consultant that the Agreement is terminated. Said written notice shall be provided at least fifteen (15) days in advance of the termination date.

Unless terminated as provided herein, this Agreement shall continue in effect for the period set forth in Section 3.

28. Breach of Agreement. If Consultant defaults in the performance of any of the terms or conditions of this Agreement, it shall have ten (10) days after service upon it of written notice of such default in which to cure the default by rendering a satisfactory performance.

In the event that Consultant fails to cure its default within such period of time, City shall have the right, notwithstanding any other provision of this Agreement, to terminate this Agreement without further notice and without prejudice to any other remedy to which it may be entitled at law, in equity, or under this Agreement. The failure of City to object to any default in the performance of the terms and conditions of this Agreement shall not constitute a waiver of either that term or condition or any other term or condition of this Agreement.

Attorney Fees. If any legal proceeding, including an action for declaratory relief, is brought to enforce or interpret the provisions of this Agreement, the prevailing party will be entitled to reasonable attorney's fees, which may be set by the court in the same action or in a separate action brought for that purpose, in addition to any other relief to which that party may be entitled.

Severability. If any provision in this Agreement is held by a court of competent jurisdiction to be invalid, void, or unenforceable, the remaining provisions will nevertheless continue in full force without being impaired or invalidated in any way.

31. Successors and Assigns. The terms and conditions of this Agreement shall be binding on the successors and assigns of the parties to this Agreement.

32. Authority to Sign. The person(s) executing this Agreement on behalf of the Consultant warrants and represents that they the authority to execute this Agreement on behalf of the Consultant and have the authority to bind the Consultant to the performance of the obligations hereunder.
13018-0008\2652267v2.doc
IN WITNESS WHEREOF, the parties hereto have executed this Agreement as of the date first above written.
"CITY"

CITY OF LAGUNA NIGUEL
Tamara S. Letourneau
City Manager
ATTEST:

Thy M. Merritt,
Deputy City Clerk

APPROVED AS TO FORM BY THE

CITY ATTORNEY FOR THE

CITY OF LAGUNA NIGUEL,

CALIFORNIA
Kevin G. Ennis
City Attorney
"CONSULTANT"

INFINITY TECHNOLOGIES,
a CALIFORNIA CORPORATION
By:

Print Name:

Title:

By:

Print Name:

Title:
13018-0008\2652267v2.doc
EXHIBIT "A"

SCOPE OF SERVICES
13018-0008\2652267v2.doc

INFINITY TECHNOLOGIES
You need IT, we got IT
March 7, 2022
Russell Narahara, Senior Management Analyst
Laguna Niguel City Hall
30111 Crown Valley Parkway
Laguna Niguel, CA 92677
Dear Mr. Narahara,
In response to the City of Laguna Niguel's Request for Proposals (RFP) for Information Technology (IT) Management Services, Infinity Technologies is pleased to provide our qualifications and approach to continue our services for the City of Laguna Niguel. Our IT and GIS team is available to continue providing these services to assist the City with implementation of its short-term and long-term IT and GiS goals.

In its Request for Proposals (RFP) for Information Technology (IT) Management Services, the City of Laguna Niguel has expressed its desire to contract with a qualified IT services provider to satisfy the City's need for exceptional full-service IT management and Geographic Information Systems (GIS) services, both on-site at the City's facilities during regular business hours and 24 x 7 x 365 remote monitoring and Help Desk services.

Staff who comprise Infinity Technologies provided IT and adhoc GIS services as a part of Interwest Consulting Group (Interwest) from 2018 through 2021. Interwest was acquired by SAFEbuilt, LLC in 2019, and in 2021, Infinity Technologies branched off, retaining our public agency clients, as well as our solution-oriented, highly experienced professional staff. Infinity Technologies is now a private, independent company, while maintaining a strategic partnership as a subconsultant to Interwest/ SAFEbuilt that allows us to provide additional services to our clients from a trusted and proven resource.

In providing the City of Laguna Niguel with IT management and ad hoc/pro bono GIS support services over the last four years, Infinity Technologies has established a local presence in Orange County and provided a robust team of qualified staff meeting the IT management and GIS support services to the City. Infinity Technologies is committed to providing these services to the City. In continuing to serve the City of Laguna Niguel, our services are streamlined to the City's policies, procedures, and needs, thereby minimizing the learning curve, mitigating downtime, and avoiding discontinuity.

As the City of Laguna Niguel has grown with their Technological needs, we have worked hard to provide those services for acute issues, as well as helping to plan for new projects and facilities (Crown Valley Park) to come online and to increase the continuity of service and provide more security. As we move forward into the coming years, we would like the opportunity to keep this relationship with the City and keep improving its technology offering internally and to its citizens and businesses.

One way to support this new contract is to provide a dedicated GIS Program Manager, Mark Dumford.

Mark will also serve as Client Manager, providing services as GIS Coordinator and overseeing our GIS team members. Mohammad Ahmed, President of Infinity Technologies, will serve as Principal-in-Charge, working closely with Mark to ensure that our staff provides the necessary services to successfully implement the City's GIS Strategic Plan.

City of Laguna Niguel Page 3

INFINITY TECHNOLOGIES

3.) Cover Letter
We thank you for taking the time to review our qualifications to provide these services. We have reviewed the RFP and the City's Draft Professional Services Agreement (Attachment D) and believe our proposal response is complete and wholly compliant to the City's RFP requirements. If you have any questions regarding this proposal, please reach out to me directly.

We structured our proposal to provide the highest quality of staff and the most complete IT and GIS services to help the City maintain their systems and continue to stay relevant and evolve with technology. We hope the City continues to find our firm qualified and re-selects Infinity Technologies for these services.

Sincerely,
Monie
immad Ahmed
President & Ambassador of IT Services
Infinity Technologies
Cell Phone: 916.479.5560
Email: [email protected]
We acknowledge receipt of Addendums #1 (dtd 2/16/22) and #2 (2/25/22).

Per the RFP, this proposal is valid for 90 days.

City of Laguna Niguel Page 4

KEY PERSONNEL
INFINITY TECHNOLOGIES 00

KEY PERSONNEL
• Single Point of Contact
(*) Primary Staff
(+) Local On-Site Support
Management Contact/
Account Manager
Mohammed Ahmed*
00 IT Support GIS Support
Mohammad Ahmed* Mark Dumford*
Zack Stigall + (GIS Project Manager)
Dominic Vu + Todd Lighthizer
Bryan Limon + Abby Thornton
Alexander Pajor + Lillian Lee +
Travis Jesperson +
Ali Valehi +
Infinity Technologies will self-perform the scope of work. We are not proposing any subconsultants at this time.

Primary Staff, Mohammed Ahmed and Mark Dumford are committed to the City of Laguna Niguel for the duration of this contract.

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STAFF BIOS
Mohammad Ahmed Client Manager / President / Ambassador of IT Services Infinity Technologies' President and Ambassador of IT Services, Mohammad Ahmed has 20 years of IT industry experience, serving both as a City employee and a consultant. He has provided IT consulting services to municipal government clients since 2003. Mohammad rose to the role of IT Director at Interwest Consulting Group, managing a staff of up to 15 professional IT consultants delivering services to clients across the State of California.

Mohammad has served as the IT Manager on projects for the City of La Mirada, the City of San Juan Capistrano, the City of Bell, the City of Wildomar, the City of Pico Rivera, the Tahoe Transportation District, the San Joaquin Regional Rail Commission (SJRRC), and Solano County Transit (SolTrans). On these projects, Mohammad has been responsible for overseeing day-to-day IT operations and managing IT projects. He has also served as the Accela Project Manager for the City of Eastvale, where he is responsible for coordinating migration from ELMS to Accela permit and asset management software to ensure a seamless move between platforms, customizing Accela to meet the City's needs, integrating with GIS, and coordinating ongoing support efforts to troubleshoot issues and apply software updates.

Mohammad is certified as a Cisco Certified Network Associate (CCNA); a Citrix Certified Administrator (CCA); a Microsoft Certified Professional +; and a Microsoft Certified System Engineer (MCSE).

Zack Stigall IT Project Manager/Network Engineer
With more than 20 years of experience in IT consulting and project management, Zack has the proven ability to translate business needs into technology requirements that support a client's business objectives. He excels in supporting network and systems infrastructure. Prior to joining Interwest / Infinity Technologies, Zack served as a Senior Systems Engineer and Project Engineer for more than 10 years with Synoptek, where his projects included serving as Lead Engineer for the Cities of Lake Forest, Seal Beach and San Juan Capistrano. Zack also served as a Field Network Engineer and Project Manager for The GDR Group Zack is certified as a Microsoft Certified Professional (MCP); and an At Certified Service Technician.

Dominic Vu Systems Engineer
Systems Engineer, Dominic Vu, has nearly 15 years of direct IT service to clients. Most recently, he has served as a Systems Engineer for the City of Laguna Niguel. Dominic is well-versed in modern IT security issues affecting both intra- and internet-accessible systems. Prior to joining Interwest / Infinity Technologies, Dominic served for five years as an Integrated Technology Engineer for a private consulting firm, designing and engineering network and system infrastructures.

Dominic's experience includes, but not limited to, switches, routers, firewalls, phone systems, racks, PDUs, UPSs, WAPs, access control systems, camera systems, ISP circuits, servers, computers, and mobile devices for new and expansion offices.

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Bryan Limon IT Technician
Bryan's current responsibilities include providing both on-site and remote Tier 1 help desk support to Infinity Technologies' clients, including maintaining, repairing, and installing computers, monitors, and other peripherals for users, as well as performing data backups, data migration, and data retrieval for users. He provides additional project management work including Office 365 license evaluation and migration, IT asset inventory, UPS replacement, and server room rack and cable management.

Bryan has experience with Windows OS, Office 365, Outlook, OneDrive, Active Directory, Hyper-V, VMWare, and Java.

Alex Pajor Systems Engineer
Alex has more than seven years of experience with web applications, software and framework. He will provide IT support to the City, as well as working on Server and Network Infrastructure support and upgrades. Alex's past responsibilities and duties have included IT Technician, IT Analyst and Technical Support Specialist.

His experience working with public sector clients includes providing similar services to the City of San Juan Capistrano, the City of Wildomar and the City of Eastvale.

He has extensive experience supporting Microsoft Office, Microsoft Windows, Microsoft Exchange Server, SharePoint, SQL Server, and Tyler Eden.

Travis Jesperson Systems Analyst
Travis has over 23 years of experience providing IT services and software engineering suport to clients.

His experience spans IT hardware/software needs including, training/support, installation, maintenance, troubleshooting, documentation and help desk services to all client users onsite or remotely. Travis is experienced in server configuration, maintenance, and backup, phone system configuration and deployment, network updates and patches, and system security protocols.

Travis' certifications include MCSE - Microsoft Certified Systems Engineer, AWS - Certified Developer Associate and Certified Cloud Practitioner, MCP - Microsoft Certified Professional, New Horizons Technical, Axcient Certified - ACE certified, and SonicWALL Security Administration.

Ali Valehi Software Developer
Ali Valehi has provided services as an IT Systems Analyst to Tri Lake Consulting, an Interwest company. Ali's database programming and management experience includes MySQL and PostgreSQL. He has studied spatial analysis, statistical analysis, and image processing. Ali earned an M.S. in Electrical Engineering from Northern Arizona University, with coursework in large-scale data structures and organization; pattern recognition and machine learning; image processing and computer vision; and advanced statistical analysis. He also holds a B.S. in Electrical Engineering from Azad University of Tehran.

His background includes experience as a Software Engineer and Web Developer, coding custom programs in C++, MATLAB, Python, Perl and PHP.

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Mark Dumford GIS Project Manager (Team Lead)
Infinity Technologies' GIS Team Lead, Mark Dumford has 32 years of GIS experience providing GIS implementation, strategic planning, system integration, data creation, map creation, emergency management and training. Mark specializes in broader GIS strategic planning and project management within local government agencies and was instrumental in implementing the early stages of a successful GIS at the City of Sacramento.

Since 2020, Mark has provided GIS implementation services to the City of Pico Rivera as the GIS Manager.

Mark has also served the GIS Services Manager for the City of Rancho Cordova (2008-current), the County of Sacramento (2006-2007) and the City of Sacramento (1994-2004). In addition to his management role, Mark has provided GIS services in the form of custom maps and analysis, maintenance of data layers, integration of GIS with EnerGov, field collection, and enhancement of GIS tools to staff and the general public. As the project manager for large technical projects, Mark delivered External Web Applications and Regional GIS Data Integration systems. In addition, Mark coordinated with the Regional GIS Cooperative to ensure that the client's GIS business needs were met.

Todd Lighthizer GIS Specialist
Todd has over 22 years of GIS expertise, with 13 years in various roles as a GIS Developer/DBA and Senior Systems Analyst for the City of Chandler, Arizona before joining the GIS staff at Infinity Technologies. This experience provided Todd with a broad overview of the functionality of public services and enables him to create efficiencies within these services.

Abby Thornton GIS Specialist
Abby has 4 years of GIS experience. She worked in the oil and gas industry using GIS to collect information near planned drilling sites. Since joining the Infinity Technologies team, Abby has worked on updating storm water GIS data, creating hardcopy maps, and converting GIS data. She also has experience producing WebMaps and WebApps using the ArGIS Online environment.

Lillian Lee GIS Technician
Lillian graduated from UC Irvine with an emphasis on GIS. She has been working in the GIS field for 2 years.

She has good experience with ArcGIS Desktop and has been quickly learning how to develop ArcGIS Online solution for multiple clients. Past client work has bolstered her experience working with government datasets.

City of Laguna Niguel Page 9

SCOPE OF SERVICES

INFINITY TECHNOLOGIES

SCOPE OF SERVICES
The City of Laguna Niguel has clearly defined the scope of services expected from the selected IT service provider. In this section, Infinity Technologies confirms our willingness and ability to provide the requested services and highlights those areas in which we believe our proposed services exceed the City's minimum standards.

As referenced in the RFP, Infinity Technologies has reviewed Attachment A - Scope of Services (Pages 25- 47) in its entirety and accepts all the terms. The following provides a brief summary of the requested scope, clarifications, and additional services by Infinity Technologies.

A-1 Overview
In response to the Scope of Work Overview, we understand that Infinity Technologies' designated staff will serve as the City's comprehensive IT and GIS service provider and subject matter expert. We have selected our proposed staff carefully to exceed the requirements for each of the proposed key roles. Infinity Technologies' proposed staff will work proactively with City staff to maintain the highest standards, and our on-site technicians will ensure that City hardware, software and peripherals are in service. We will regularly review the City's current state IT environment for the purpose of identifying potential improvements and addressing security issues that require action. Infinity Technologies will provide 24x7x365 Help Desk services, acting as a one-stop shop for the City's IT needs. We will acquire, deploy, operate, decommission and destroy the City's IT equipment, as appropriate with the product lifecycle. Our staff will maintain transparency and will meet regularly with City staff, and submit reports on Help Desk activity, projects and service levels.

A-1.1 IT and GIS Management - Support Hours
Infinity Technologies is structured to operate 24x7x365. After normal business hours, we have an on-call team providing support and ready to spring into action if any of our clients' systems need attention. We have a proactive approach to support and will monitor Laguna Niguel's network and other systems using our Remote Monitoring and Management (RMM) tool, which provides statistical data in real-time and is configured to alert IT staff and City management automatically in the event of a system outage or other anomaly.

Infinity Technologies acknowledges and declares that we will fulfill the following, as detailed in the RFP:
» Understand the City's normal working hours are Monday - Friday, 8:00 a.m. to 5:00 p.m. » Recognize the City's 13 holidays per year (included in Attachment"C"). On recognized holidays, City facilities are closed. On those dates and if the Consultant's firm does not recognize the same City holiday(s), Consultant's staff ("staff") are not expected to work on-site but will provide remote services as required to perform the Scope.
» Between the normal working hours (8:00 a.m. to 5:00 p.m.):
• IT Management - Provide a minimum of two staff Monday - Thursday, and provided a minimum of one staff on Friday. This equals a minimum of 72 in-person hours per week. • GIS Management: In-person hours will total a minimum of 10 hours/week (the specific days of the week and time range are pursuant to Consultant's recommendation). • Total In-Person Hours will equal 82 hours per week for IT and GIS Management.

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6.) Scope of Services
» Twice per month (first and third Tuesday), provide on-site IT Management technical support for City Council meetings
(meetings start at 7 p.m. and on average, end around 8:30 p.m.) On those dates, staff supporting the City Council meeting can flex their time and report to work later in the morning (since they will stay until the end of each City Council meeting).
» Provide on-site IT Management technical support for
Commission and Committee meetings, and other public
events held after business hours. On those dates, staff supporting the meeting or event can flex their time and report to work later in the morning (since they will stay until the end of the meeting or event).
» Provide on-site IT and GIS Management technical support for Emergency Operations Center (EOC) setup and support, scheduled generator and UPS tests, restoring IT services after scheduled or unscheduled outages, and related
activities.
» Provide effective supervision of the work and behavior of on-site staff.
» Distribute on-site IT Management Help Desk work among at least two staff to provide breadth of coverage and
knowledge-sharing. The on-site GIS Management Help Desk is limited to one staff, therefore, coverage and knowledge-sharing for GIS Management will be conducted with remote staff.
» Assign additional IT and GIS Management on-site staff, within four business days, to be paid at the hourly rates established for "Extra Work", as requested
» Provide a fully staffed remote IT and GIS Management Help Desk available by phone and email between 7:00 am and 10:00 pm daily, including weekends; and call-back service between 10:00 pm and 7:00 am daily.
» Perform IT and GIS Management repairs and maintenance requiring system-wide downtime between 10:00 pm and 6:00 am daily, including weekends, unless alternate times are approved in advance by the City.

A-1.2 Equipment, Systems, and Services
Infinity Technologies will maintain a list of the City's current equipment, software and services. This list will be updated regularly to account for items that are removed from services, replaced, and procured.

A-1.3 Vendor Management
Infinity Technologies is impartial and vendor-agnostic. We don't have any partnerships with software or hardware resellers that would color our perspective when advising the City on purchasing. This allows us to focus on the best interests of our clients, not simply from an organizational standpoint but also fiscally.

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INFINITY TECHNOLOGIES

6.) Scope of Services
Infinity Technologies acknowledges and declares that we will fulfill the following, as detailed in the RFP Scope » Various technology vendors provide specialized technology services, hardware, and software to the City.

The Consultant shall provide Vendor Management services on the City's behalf to coordinate resolution of service and technical issues as requested.
» The complete list of hardware, software, and service vendors is provided in the Attachment B (Equipment, Systems, and Services). The vendor list may change during the course of the Contract term.

A-1.4 Consultant Staff
Consultant's "staff" including the following functions/roles:
» Client Manager: Manages the awarded Consultant's on-site staff, oversees all Client Management services (described in Section "A-4"), and ensures IT and GIS Management services are provided pursuant to the awarded contract. Performs related and other duties as required. » Network Engineer: Oversight of the City's network infrastructure in support of City operations. Performs related and other duties as required
» Systems Engineer: Oversight of the City's various systems in support of City operations. Performs related and other duties as required.
» IT Technician: Responsible for the Help Desk tickets related to IT Management. Performs related and other duties as required.
» GIS Manager: Oversight of the City's GIS in support of City operations. Performs related and other duties as required.
» GIS Specialist: Responsible for GIS projects in support of City operations. Performs related and other duties as required.
» GIS Technician: Responsible for Help Desk tickets related to GIS Management. Performs related and other duties as required.

A-1.5 Responsibilities for Consultant Staff
The following responsibilities apply:
» Staff deployed to City facilities will need to work closely with City staff, and therefore must possess excellent customer service skills and the ability to work effectively with a variety of people. » Staff will ensure that only appropriately certified staff make system changes. » Staff will abide by all City work policies and health protocols when present in City facilities. » The City maintains right of refusal for Consultant's staff deployed to City facilities. If the City refuses a proposed Consultant staff, Infinite Technologies will replace the staff at their earliest convenience or risk cancelation of the awarded contract.
» If on-site staff are unable to work at the City for any reason, Infinite Technologies will provide an equivalent replacement at their earliest convenience or risk cancelation of the awarded contract.

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6) Scope of Services
A-2 Service Level Agreements (SLA)
As referenced in the RFP, Infinity Technologies has reviewed Section A-2, Service Level Agreements (Pages 28- 30), and accepts all the terms. The objectives of the SLA aim to improve end user experience and productivity; standardize the environment; improve security; improve asset management; and improve total cost of ownership.

In addition to the City of Laguna Niguel's SLA, Infinity Technologies will also apply our internal SLA in serving the City. After reviewing, there are many items that exceed the standards of the City's SLA. It has always been our goal to provide the highest level of service and we will work with the City to adopt these internal performance measures for inclusion in the City's SLA.

For instance, our resolution times during normal business hours are generally two (2) hours for Low Priority issues, one (1) hour for Medium Priority issues, and 15 to 30 minutes for High Priority issues. This exceeds the City's SLA Item No. 1 which requires all services requests be completed within 4 days.

Below is Infinity Technologies' Standard Service Level Agreement (SLA) which can be customized and adopted for the City of Laguna Niguel, as needed:

1. One-reach local phone number and email address for emergency support

2. Provide 24/7/365 support

3. Respond to emergency outages within (15-30) minutes during normal business hours

4. Respond to emergency outages within (1) hour during non-business hours

5. In case of an emergency, be onsite within (4) hours

6. Provide unlimited technical phone support

7. Trouble Tickets will be acknowledged within (30) minutes during normal business hours

8. Typical response time during normal business hours:
• Password reset (15) minutes
• Create new user (1) hour
• Installing desktop application (1) hour
• Troubleshoot/Desktop repair (30) minutes
• Adding desktop printer (15) minutes

9. Standby support, with a maximum response time of (30) minutes outside normal work hours A-3. Scope Categories
IT and GIS Management provided by consultant are broadly divided into four "Scope Categories":
» Client Management
» Maintenance
» Response Services
» Projects
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6) Scope of Services
A-4. IT and GIS Management - Client Management
As referenced in the RFP, Infinity Technologies has reviewed Section A-4, IT and GIS Management - Client Management (Pages 30-31) and accepts all the terms. » The City anticipates Infinity Technologies will spend approximately 20 hours per month working on IT Management - Client Management and 10 hours per month on GIS Management - Client Management.

1. Account Management
Infinity Technologies' Account Managers are IT Professionals trained in account and technical management.

They have a technical understanding of City of Laguna's goals and challenges. In addition, they also understand the business side of IT. Maintaining a focus on client priorities, budget, and technology staff.

The philosophy of our Account Managers is to provide sound advice, propose resolutions, and protect the interests of the City. Infinity Technologies Account Managers are problem solvers by nature. We believe in collaborating with the City leadership, operating transparently, and maintaining City's trust in us as Subject Matter Experts.

2. Meetings (Bi-Weekly)
Infinity Technologies will meet bi-weekly with the City. We are also willing to meet on-demand as the City determines there is a special project or person that needs to be brought into the work. Infinity Technologies knows your time is extremely valuable. These meetings are critical opportunities to clearly define issues, propose solutions and probably outcomes, and establish City expectations.

In addition, Infinity Technologies Account Managers will propose quarterly meetings with the City to provide QA/QC for our services and provide an opportunity for City feedback.

3. Reports (Monthly):
» Monthly Hours Report
» Monthly Security Report
» Help Desk Report
Infinity Technologies will also provide:
» Quarterly Reports for macro perspectives on IT demands and needs. » Access to the Help Desk system to pull reports on demand » Staffing reports to assess resourcing for specific tasks "WE CONSIDER OUR STAFF TO BE AN EXTENSION OF EACH CLIENT'S STAFF.

SIMPLY PUT, YOUR GOALS ARE OUR GOALS."
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6.) Scope of Services

4. Technology Audit (Annual)
In 2021, Infinity Technologies performed a Technology
Audit for the City of Laguna Niguel. Cyber security is
a critical part of risk management. The audits help to
maintain compliance for the City's standards, as well as external requirements, such as insurance policies.

Infinity Technologies prides itself on annual audits for agency networks, servers, desktops, and security. The
report is annual, but the work of assessing and evaluating systems and processes is ongoing and completed
throughout the life of the contract. It is our goal to
become the subject matter experts for IT and GIS with the City of Laguna Niguel and to help create a road map based on what the City wants and needs to achieve their objectives.

A-5. IT Management - Maintenance
As referenced in the RFP, Infinity Technologies has reviewed Section A-5, IT Management - Maintenance (Pages 32-37), and accepts all the terms. To clarify, there are nine (9) subcategories in this section. Training (originally listed in the RFP as #5) is reference here as #8. In keeping the order of presentation by the RFP, #9 is Other Maintenance Services.
» The City anticipates Infinity Technologies will spend approximately 180 hours per month working on IT Management - Maintenance.

1. Technology Planning and Oversight
Infinity Technologies likes to believe we offer a Hub & Spoke model of operating as the City's designated Subject Matter Experts for IT and GIS. In this role, we strive to provide sound advice related to hardware/ software; and, oftentimes, it is for City Departments and projects outside of the IT Department.

In addition to the list of projects referenced in Section A-7, IT Management - Projects, that Infinity Technologies successfully completed, we also assisted the following departments to first qualify and then deploy these software platforms: Traklt (Public Works/Planning); ESRI ArcGIS System (Planning); LobbyCentral (Community Development); and LaserFiche (City Clerk).

2. System Administration
Be proactive, as well as reactive. Infinity Technologies utilizes the latest technology like Remote Monitoring and Management (RMM) systems. The RMM detects network or internet outages at the City and alerts Infinity Technologies right away. This enables us to mobilize to the City offices in the evening or over the weekend to resolve the problem before City employees return to work thereby minimizing disruption to City operations and help to maximize productivity during regular working hours.

Another benefit of RMM is it tracks the source of these outages. Over the last 4 years working with the City of Laguna Niguel, Infinity Technologies has developed critical institutional knowledge to detect patterns and locate flawed switches, terminals, or equipment. This enables us to replace items that may be faulty and at a higher risk of failing, thereby reducing City outages, and upgrading the City's systems logically.

New and upgraded systems implemented at the City of Laguna Niguel by Infinity Technologies, include ransomware (Blackberry Advanced Guard) and a new anti-virus server (Eset).

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6.) Scope of Services
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Created Agent Messades
12-
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10 Jan 02 Jan 23 Jan 30 Feb 06 Feb 13 Feb 27

3. Help Desk (IT Management)
A successful Help Desk requires these three priorities in this order: 1) Acknowledgement, 2) Customer Service, and 3) Resolution. Once a City of Laguna Niguel employee submits a ticket, Infinity Technologies strive for acknowledgement within 15 minutes and to then resolve it immediately. In our initial communication, the user may request a time that works better for them. We then work to accommodate the request and resolve within 15 minutes once we connect with them.

Working with the City, Infinity Technologies inventories hardware/software and devices of City staff. By referencing this information with the individual with the technical issue, we can provide a faster and more effective solution specific to the employee's device and hardware/software platforms.

Infinity Technologies launched the Laguna Niguel IT Training platform. After reviewing help desk issues from a daily and weekly basis, Infinity Technologies categorizes and identifies the most common friction points for City staff. Infinity Technologies then creates training programs specific to those recurring issues. City staff are invited to attend the training via Zoom. The presentations are recorded and stored on the City intranet for future reference.

A large part of our effectiveness at the City is culture shift in utilizing the help desk. With City leadership encouraging use of and providing training related to the help desk, Infinity Technologies was able to track technical issues more effectively, increase response times, and resolve issues faster. This created a positive feedback cycle between the City leadership, City employees, and Infinity Technologies which resulted in improved client satisfaction and, ultimately, trust.

4. Database Maintenance
Infinity Technologies' approach to database maintenance includes backups and updates. Typically, maintenance is driven by one of two needs: Security; or Vendor Updates. Infinity Technologies does not update databases just to update them. We are cognizant that patches and updates are a necessity of providing security. That said, Infinity Technologies' RM tool monitors updates; however, patches and updates are not applied until we receive consent from the vendors.

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INFINITY TECHNOLOGIES

6.) Scope of Services

5. Mobile Devices
Infinity Technologies is currently working with the City of Laguna Niguel to advise them on a mobile device management (MDM) solution, which requires working closely with the City's mobile device vendor to deploy it. Infinity Technologies is experienced with MDM solutions and is currently working with multiple industry mobile device software platforms with our public agency clients: IBM, Maas360, and Jamf. The MDM provides critical information such as, inventory, asset tagging, deployment, and application management across all mobile devices.

6. Procurement
Procurement and Vendor Management go hand-in-hand. Infinity Technologies currently assists the City in reviewing prospective products and services to verify they would comply and configure with City standards, systems, and protocols. A recent example of this was the City's the RFP development for the City's phone system. Infinity Technologies worked with the City for 4 months providing subject matter expertise and recommendation in reviewing system scope, requirements, and specifications. The City ultimately selected GoTo (LogMeln) and is beginning the early stages of deployment.

7. Inventory Management
Inventory management is critical for any agency. Utilizing the City's platform, all devices are tracked and tagged. This is important for monitoring End of Life (EOL), expiring warranties, or determining if a City product is no longer supported. This tool is used to make recommendations for technology upgrades and replacements, as necessary.

8. Training (Referenced as 5. Training" in the RFP)
Training #1 - Internal Training. As mentioned previously, Infinity Technologies reviews the Top 10 help desk tickets for any given month to determine what City employees are struggling with most commonly. Infinity Technologies then provides training specific to this content. The monthly training sessions are hosted via Zoom and recorded. These presentations are archived on the City's Intranet. The benefit of the training extends beyond the technical issues people are facing. Infinity Technologies includes information about upcoming IT events (upgrades, possible outages, etc.) and to educate personnel on emerging IT trends.

Training Videos

ADDITION
Barracuda
SPAM Filtering
Training How to Draw on PDF in PWint

PARSENTED WY IT SERVICES
How to Scan - Canon
See Video → How to Scan - HP Plotter Printer
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6.) Scope of Services
Training #2 - Infinity Technologies Employees. Infinity Technologies is very aware the technology landscape is constantly changing. We review staff qualifications and work to keep their training relevant and up-to-date in order to provide the City the most reliable and effective service possible. One example of new technology emerging is Ransomware. This type of security threat is fairly new to the market. Infinity Technologies understands it is our responsibility to know what the software does and how to operate it. This becomes a focus of training for all Infinity Technologies employees to serve the agency, and, ultimately, provide more resources to support our clients. If a new employee does not have the relevant training required to support our clients, they are highly encouraged to seek it out. Infinity Technologies will not provide unqualified staff to support our clients. To note, all relevant training and certification programs our employees earn are our 100% reimbursable by Infinity Technologies.

SharePoint P Search
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2 How To - Access the Intranet Combine or merge files into a single How to record your screen in Turn off the sound played when an PowerPoint email message arrives
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Make google your delault Reduce the file size of your ฿ Sync SharePoint files to your file Important security tips and daily application when opening links. PowerPoint presentations avnlaror best pracuces How to make an effective

9. Other Maintenance Services (Referenced as "8. Other Maintenance Services" in the RFP) Technology is constantly changing, and the City of Laguna Niguel's needs will change with it. The nature of IT services is one of curiosity, continuous learning, and ongoing training. Infinity Technologies is confident we will continue to support the City and provide the necessary - and qualified - resources to assist in the maintenance of any technology the City deploys.

A-6. IT Management - Response Services
As referenced in the RFP, Infinity Technologies has reviewed Section A-5, IT Management - Response Services (Pages 37-38), and accepts all the terms.
» The City anticipates Infinity Technologies will spend approximately 40 hours per month working on IT Management - Response Services.

1. Backup Systems, Recovery, and Disaster Recovery
Verify all backups are timely, stored on the cloud, and secure in case recovery is needed. As the City of Laguna Niguel grows, Infinity Technologies will support the City in developing disaster recovery sites. For instance, we are currently assisting Crown Valley Park to extend their IT infrastructure to also act as a disaster recovery site.

Backing up the systems and walking away is not enough. Periodic and rigorous testing for the backup function and restore points is a critical part of being prepared for when a system restore is required. Being disciplined in running tests results in less downtime, faster restores, and reduces stress during these crises.

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6.) Scope of Services

2. Security
Infinity Technologies's primary objective is to shore up the City's network and to mitigate the risk of potential attacks. Over the last four years, we worked with the
City to implement ransomware and upgrade anti-virus
software (Eset). Our goal is to encourage City staff to only use devices on the network that are agency issued
and secured - and educate them on how personal
devices threaten the viability of the City's ability to operate.

Our on-call team monitors our RMM solution for
notifications and alerts and is able to take immediate
action on any threats. Infinity Technologies is constantly monitoring security trends. 008.

Infinity Technologies provides cyber security
training - for free - to all of our agency clients to
help protect and mitigate risk of potential attacks.

A-7. IT Management - Projects
As referenced in the RFP, Infinity Technologies has reviewed Section A-7, IT Management - Projects (Pages 38-39), and accepts all the terms.
» The City anticipates Infinity Technologies will spend approximately 60 hours per month working on IT Management - Projects.

Infinity Technologies successfully completed the following list of projects at no additional charge for the City of Laguna Niguel:
» Migrated On-prem Exchange to Microsoft 365.
» Migrated file server to Microsoft 365 SharePoint.
» Migrated User's "My Documents" to Microsoft 365 OneDrive. » Upgraded the City's On-prem Mitel phone system to GotoConnect Cloud phone system. » Upgraded legacy applications to newer systems - on prem and cloud. » Setup new clustered Virtual hosts.
» Setup new NAS and SAN storage devices and migrate data. » Setup new backup systems.
» Installed and configured everything for additional sites not limited to new servers, switches, racks, PDUs, switches, wireless access points, Extron devices.
» Provided monthly IT trainings.
» Setup Anti-Virus (AV) and Endpoint Detection and Response (EDR) systems.

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6.) Scope of Services
A-8. GIS Management - Maintenance
As referenced in the RFP, Infinity Technologies has reviewed Section A-8, GIS Management - Maintenance (Pages 39-43), and accepts all the terms. All activities involving the day-to-day maintenance of the City's GIS environment are termed "Maintenance" and shall be included in the Scope. » The City anticipates Infinity Technologies will spend approximately 40 hours per month working on GIS Management - Maintenance.

A. The City has the following licenses, valid until June 30, 2022:

Description Licenses
» ArcGIS Desktop Standard Concurrent Use Primary Maintenance 1 » ArcGIS Desktop Standard Concurrent Use Secondary Maintenance 4 » ArcGIS Spatial Analyst for Desktop Concurrent Use Primary Maintenance 1 » ArcGIS 3D Analyst for Desktop Concurrent Use Primary Maintenance 1 » ArcGIS for Server Workgroup Standard One Core Add'l Migrated Maintance 2 » ArcGIS for Server Workgroup Standard Up to Two Cores Migrated 1 B. The City is working with ESRI on an ArcIS Enterprise Jumpstart Package Install and configure a single base deployment of ArcGIS Enterprise Implementation on up to four customer- provided physical, virtual, or cloud servers. The implementation is in progress with anticipated completion by July 2022.

1. GIS Planning and Oversight
Infinity Technologies GIS staff will work together as a single team to ensure work tasks are documented, coordinated, and the proper resource is assigned to complete the various tasks. It is anticipated that GIS staff will use the cloud-based Basecamp software to track and assign activity for Laguna Niguel GIS work. This information would be kept in sync with the help desk ticket system.

A key element of a successful GIS will be communication with Laguna Niguel stakeholders. Different meetings will be help on a regular or as-needed basis. Listed below are examples of these anticipated meetings:
» Regular client check in meetings will be attended by the GIS Manger, GIS Technician. » Project levels meetings will be attended by the GIS Technician and/or GIS Specialist. » Broader GIS strategic meetings would be attended by the GIS Manager and GIS Specialist. » Annual client review/audit meetings would be attended by the GIS Manager.

2. Support of ArcGIS Enterprise Implementation
Infinity Technologies GIS staff have the experience and expertise to support an ArcGIS Enterprise implementation. Recent support in this area includes work with the City of Burlingame, City of Napa, City of Rancho Palo Verdes, and Calaveras County. We will leverage this experience and the Esri Business Partner relationship to build out and support a stable robust ArcIS Enterprise platform to support Laguna Niguel for years to come.

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6.) Scope of Services

3. Data Management
Accurate, updated, and organized GIS data form the backbone of a successful GIS. To achieve this result, Infinity Technologies GIS staff will work on a complete data inventory to document the names, characteristics, locations, and ownership of existing or future Laguna Niguel GIS map layers. Going forward, this inventory will then be used to organize and centrally store all GIS map layers. For each layer, a data maintenance plan will be put into place to keep the information updated and complete. In some cases, Infinity Technologies GIS staff will be responsible for data maintenance, such as parcels. In other cases, with Planning or Public Works layers, departmental staff may support data maintenance activities.

4. Help Desk (GIS Management)
Infinity Technologies GIS staff will be available to support requests for GIS troubleshooting, answer GIS related questions, or respond to new request for GIS products/solutions. GIS staff will acknowledge receipt of the submitted ticket and assign the correct person to handle the request. Resolution times will vary depending on the complexity and importance level to the submitted ticket. Examples are the following:
» A map service or mapping application that is not functioning would be resolved within the hour. » Simple updates to a GIS dataset would typically be completed within a single day. » Requested new functionality in a WebGIS Application may take several working days. » A larger new product or solution request may take several weeks.

5. Training
Schedule and record virtual training topics that include but are not limited to:
» How to change display settings or use definition queries to display less features from the same layer in lieu of making several layers for the same type of feature.
» How to avoid use datasets and instead add prefixes to feature classes. » How to use GIS tools more effectively, such as the use of Operations Dashboard to view the status of » How to integrate GIS with enterprise software.
» How to develop ArcGIS Online applications (focused maps and apps). » How to publish map services.
» Perform other duties as required.

Infinity Technologies GIS staff are prepared to leverage years of experience in mentoring and training local agency staff in the use of GIS technology. Some of the training tasks will be one-on-one meetings with specific staff. Other training tasks will be accomplished through broader workshops with multiple staff in attendance.

6. Knowledge Bank: Develop documentation that includes:

Infinity Technologies GIS staff will develop a set of Standard Operating Procedures (SOP) that documents GIS data layer inventory, ArcGIS Enterprise architecture, automated workflows, data maintenance workflows/ solutions, database setup, GIS applications, backup/recovery process, training materials, etc. Most of these documents will be written in a summary format which contains the key elements of each of the SOP topics.

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6.) Scope of Services

7. GIS Integration
Infinity Technologies GIS staff have experience and expertise in setting up GIS integration solutions with a variety of 3rd party business systems. Integration solutions will be developed for TRAKiT, LaserFiche, RealQuest, Dig Alert, or other future business systems. These integration solutions put the GIS platform in a business-critical role. Infinity Technologies GIS staff understand this level of importance and are prepared to design stable fully functional integration solutions.

8. Best Practices
Through years of collective GIS experience with 75+ local agency clients and through a business partnership with Esri, Infinity Technologies GIS staff will recommend solutions that are considered best practices. These will consider current trends and will be designed to deliver tools and map-related content to Laguna Niguel staff and the public that allow for smart and efficient decision-making.

A-9. GIS Management - Response Services
As referenced in the RFP, Infinity Technologies has reviewed Section A-8, GIS Management - Response Services (Pages 43-44), and accepts all the terms. GIS Management Response Services are provided in case of a security incident affecting multiple City systems ("Incident") or disaster recovery ("DR") effort. Such activities shall be included in the Scope. That means the total monthly cost should include Response Services, and not charged as Extra Work.
» The City anticipates Infinity Technologies will spend approximately 10 hours per month working on GIS Management - Response Services.

1. Backup Systems, Recovery, and Disaster Recovery
Infinity Technologies GIS staff will work with IT staff to design a backup strategy of the ArcGIS Enterprise platform. This will include both data and configured GIS solutions. Once the strategy is put into place, Infinity Technologies will document the backup strategy and expected recovery process. A backup strategy will include an offsite storage location in the event of a disaster that impacts the physical server room.

Consideration will be given to a cloud-based ArcGIS Enterprise platform. The cloud platform has built-in backup, recovery, and disaster recovery capability.

2. Security
Infinity Technologies GIS staff has the experience and expertise to design a GIS platform that secures important datasets and information. The primary security concern will be to protect ownership information and specific utility datasets from accessibility by the public. Other security protocols will be put in place to protect GIS data from being modified or deleted by individuals without specifically assigned editing privileges.

A-10. GIS Management - Projects
As referenced in the RFP, Infinity Technologies has reviewed Section A-10, GIS Management - Projects (Pages 44-47), and accepts all the terms. Projects involve significant or disruptive changes to the City's GIS environment and are not considered "Maintenance" per this RFP. Such activities shall be included in the Scope.

That means the total monthly cost should include Projects, and not charged as Extra Work. » The City anticipates Infinity Technologies will spend approximately 40 hours per month working on GIS Management - Projects.

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6.) Scope of Services
Since projects will not be charged as Extra Work, Consultant will determine staff resource availability and project timeline for completion (that may not coincide with City desires). Should the City request a project be completed before Consultant's proposed timeline for completion, City will have the option to pay Consultant on a time and materials basis (using the Extra Work labor rates) so that Consultant can allocate additional resources to support the City's request.

Below is a list of projects proposed for the awarded Consultant's GIS staff. The order of projects are not listed by priority. The purpose of providing the list it to inform Consultants about the type of GIS Project support required by the City.

1. Ad-hoc GIS work (maps, data, web app updates, etc.)

2. Fix data layers that have been captured in multiple projection

3. Deploy use of ArcGIS web adapter

4. Administration Department: ArcGIS Dashboards
Discuss the use of ArcIS Dashboards and develop a plan to deploy various ArcGIS Dashboards based on available content.

5. Community Development Department: City parcel layer update Develop script to import data from RealQuest.

6. Community Development Department: Document Management System The implementation of Laserfiche is in progress. Once implemented, develop plan to link Laserfiche documents to GIS by tagging documents with an address or parcel number. Develop a GIS interface for record searches. The goal is to provide the public with access to retrieve documents related to a parcel or tract from

7. Community Development Department (Code Enforcement): Tracking App Develop a GIS web app that showcases the current location of Code Enforcement agents and previous locations visited.

8. Community Development Department (Planning): Updating HOA Develop process to update a GIS map to update HOA contact information. Currently, there is a GIS layers for citywide HOAs.

9. Community Development Department (Planning): Mailing Label Widget Create a web app with the parcel notification widget for staff who need to create mailing labels or buffer maps for City Council (i.e., City Council or Planning Commission members cannot vote on projects within a specified distance of their homes). Output should be to Excel in order to print Avery labels.

10. Community Development Department (Planning): Parcel Report After data layers are cleaned up and map services republished, create a Parcel Report for front counter staff that pulls all data about a parcel into one file.

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6.) Scope of Services

11. Community Development Department: TRAKIT geo-update routine Develop routine to get accessor data from RealQuest, then import the data to TRAKiT.

12. Public Works: Automation of Dig Alerts
City receives Dig Alert emails, Consultant staff create routine to import the content of the email into Public Works CMMS (Asset Essentials by Dude Solutions), then export that with its ID into GIS, then create a CMMS work order for Public Works staff to review. In the field, Public Works staff would open the CMMS to view the area of the dig site with the City's asset layers overlaid on top.

13. Public Works Department: Catch Basin Inventory
Public Works uses ArcGIS online project and collector. Create additional layer or related table to track inspections linked to catch basins. Allow for multi-year inspections. Publish service with necessary layers to create web map.

14. Public Works Department: Encroachment Permits
Develop a GIS resource that allows the public to see all active encroachment permits (non-residential) throughout the City.

15. Public Works Department: Integration of GIS data
Public Works is currently working on a Total Cost of Ownership (TCO) project where a company will assess all parks/trails, facilities, and right-of-way assets. The assessment will include the collection of attribute data.

Consultant will create new GIS layers with the collected data and provide integration services as required.

Assessment data is available starting June 2022, where all data will be collected and available by June 2024.

CLOUD

COMPUTING

BIG DATA

DEVELOPMENT SAFETY TECHIYOLOGY
ONLINE
SYSTEM

STORAGE
City of Laguna Niguel Page 38
XHIBIT "B"

COMPENSATION
13018-0008\2652267v2.doc
VI-3. COST AND WORK SCHEDULE (SUBMIT WITH PROPOSAL)
Include a detailed Cost and Work Schedule inclusive of all hourly rates, anticipated travel, and other incidental costs and charges. The following table must be used as a template for the Cost and Work Schedule for all services described in Attachment "A" (Scope of Services).

1. IT Management
Attachment "A" (Scope of Services) references four IT Management support categories that will be provided by the awarded Consultant. Using this template (or, replicating the template on another document), itemize the monthly cost to provide the four support categories. Separately, provide the daily work schedule (in-person and remote) that supports the total monthly cost. 1a. Monthly Cost
Support Categories Estimated
Cost Comment
(1-4) Hours
Client Management 20 $2,900 IT Client Manager
Maintenance 180 $18,900 IT Analyst
Response Services 48 $6,480 IT Network Engineer
Projects 60 $8,700 IT Project Manager
Discount $1,080
Total 308 $35,900
1b. In-Person Schedule (hours/day)*
Function/Role Mon. Tues. Wed. Thurs. Fri.

Client Manager 1 1 1 1 •
Network Engineer 2 2 2
Systems Engineer 5 5
IT Technician 8 8 8 8 8
Other •
Total (hours/day) 16 16 16 21 8
* At a minimum and on a weekly basis, the City requires two people in-person between Monday - Thursday (8:00 a.m. - 5:00 p.m.) and one person on Friday (8:00 a.m. - 5:00 p.m.). This equals a minimum of 72 in- person hours per week.
1c. Remote Schedule (hours/day)
Function/Role Mon. Tues. Wed. Thurs. Fri.

Client Manager
Network Engineer
... N
Systems Engineer
IT Technician 2
Other
Total (hours/day) 2 3 3 7
City of Laguna Niguel Page 49

2. GIS Management
Attachment "A" (Scope of Services) references four GIS Management support categories that will be provided by the awarded Consultant. Using this template (or, replicating the template on another document), itemize the monthly cost to provide the four support categories. Separately, provide the daily work schedule (in-person and remote) that supports the total monthly cost. 2a. Monthly Cost
Support Categories Estimated Comment
Cost
(1-4) Hours
Client Management 4 $300 GIS Manager
Maintenance 24 $1,800 GIS Specialist, GIS Analyst, GIS Technician Response Services 8 $800 GIS Specialist, GIS Analyst, GIS Technician Projects 24 $2,200 GIS Specialist, GIS Analyst, GIS Technician Total 60 $5,100
2b. In-Person Schedule (hours/day) *
Function/Role Mon. Tues. Wed. Thurs. Fri.

GIS Manager
GIS Specialist
GIS Technician
Other
Total (hours/day)
* In-person weekly schedules will vary depending on as-needed project meetings and department meetings. There will not be any regularly scheduled in-person GIS hours. 2c. Remote Schedule (hours/day)
Function/Role Tues. Wed. Thurs. Fri.

GIS Manager
GIS Specialist 4
GIS Technician 3 7
Other
Total (hours/day) 1 7 7

3. Total Monthly Cost
IT Management: $35,900 - per month
GIS Management: $_5,100 per month
City of Laguna Niguel Page 50

4. Hourly Rates
List the hourly rates for your team (for work not defined in this RFP):
# Function/Role Hourly Rate
1 GIS Manager $145
2 GIS Specialist $135
GIS Analyst $115
4 GIS Technician $85
5 IT Manager
6 Network Engineer
7 IT Senior Analyst
8 IT Analyst
9 IT Technician
10 Help Desk Services
City of Laguna Niguel Page 51