Contract Request Template (Contracts; IGAs; Leases)
Date Submitted: 2-5-2024
Requesting Agency: TS
Division:
Subject Matter Expert Name: Joe Saporito
Email Address: joseph.saporito@denvergov.org
Phone Number:
Item Title & Description:
(Do not delete the following instructions)
These appear on the Council meeting agenda. Initially, the requesting agency will enter a 2-3 sentence description. Upon bill filling, the City Attorney’s Office should enter the title above the description (the title should be in bold font).
Both the title and description must be entered between the red “title” and “body” below. Do not at any time delete the red “title” or “body” markers from this template.
title
A resolution approving a proposed Amendatory Agreement between the City and County of Denver and Istonish, Inc. for continued management of the City's ServiceDesk after hours.
Amends a contract with Istonish, Inc. to increase the contract amount by $1,500,000 for a new total of $2,245,436 for continued management of the City’s ServiceDesk after hours, citywide (TECHS-202161371-01/TECHS-202472187-01). The last regularly scheduled Council meeting within the 30-day review period is on 3-11-2024. The Committee approved filing this item at its meeting on 2-6-2024.
body
Affected Council District(s) or citywide?
citywide
Contract Control Number:
TECHS-202161371-01/TECHS-202472187-01
Vendor/Contractor Name (including any “DBA”):
Istonish, Inc.
Type and Scope of services to be performed:
Technology Services manages the Service Desk which is a single point of contact between City employees and the City’s Department of Technology Services (TS). The internal Service Desk team responds to self-service requests made through the SupportNow software and answers calls placed to 7-HELP from 6am-6pm Monday-Friday. The Service Desk provides all Tier 1 support and troubleshooting.
Technology Services has a need to augment the Service Desk for after-hours, weekends, and holidays. Technology Services has been successfully partnering with Istonish, Inc. for these services.
Istonish partners with the City as a Managed Service Provider for after-hours, weekends, holidays and on an as needed basis for technology service support. Istonish functions as a collaborative, effective and reliable extension of the City's technology team, on behalf of City employees.
Istonish provides services to include, but not be limited to:
• The technical set up for City support teams including configuration of the voice handling platform and associated reporting
• The knowledgebase for the program reflecting specific technical remediation processes as defined by the City
• The hiring & onboarding process that coordinate with the City's
• Istonish employee training as it uniquely reflects the City's processes
Istonish covers the Service Desk between the hours of 5:55pm to 6am weeknights (Monday-Friday) and 24hrs for each weekend day (Saturdays and Sundays). In addition, Istonish covers the Service Desk 24hrs for each official City holiday, the day after Thanksgiving, every Friday from 12pm-2pm, and every other Thursday from 12pm-2pm.
The purpose of this amendment is to add funds because additional services were requested to support Denver residents experiencing technology issues logging into city systems.
Location (if applicable):
WBE/MBE/DBE goals that were applied, if applicable (construction, design, Airport concession contracts):
N/A
Are WBE/MBE/DBE goals met (if applicable)?
Is the contract new/a renewal/extension or amendment?
amendment
Was this contractor selected by competitive process or sole source?
Competitive process
For New contracts
Term of initial contract:
Options for Renewal:
How many renewals (i.e. up to 2 renewals)?
Term of any renewals (i.e. 1 year each):
Cost of initial contract term:
Cost of any renewals:
Total contract value council is approving if all renewals exercised:
For Amendments/Renewals Extensions:
|
Current Contract Amount (A) |
Additional Funds (B) |
Total Contract Amount (A+B) |
|
$745,436 |
$1,500,000 |
$2,245,436 |
|
Current Contract Term |
Added Time |
New Ending Date |
|
1/1/2022 - 2/28/2027 |
N/A |
N/A |