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Executive Summary
This Statement of Work outlines how a Managed Service Provider ("MSP") will partner with the City
of Atlanta to strengthen day-to-day IT operations, enhance responsiveness to technology needs, and
deliver projects that support the mayor's four pillars:
* One Safe City
* A City of Opportunity for All
* An Effective and Ethical Government
* A City Built for the Future
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The MSP will provide a mix of flexible and scalable ad-hoc support and structured project and
milestone-based work. For daily operations, staff will be available on a time-and-materials basis (staff
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augmentation), ensuring that help is available when it is needed most and that resources can scale with
demand. For major initiatives, the MSP will use a milestone-based approach, with clear checkpoints
and deliverables to ensure progress is visAible and results are achieved.
All work will be tracked through the MSP's customized, web-based vendor management software
("VMS"), which provides real-time transparency into requests, resources, costs, status, and progress.
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This tool ensures transparency and accountability and makes it easy for leaders to see both the value
being delivered and the outcomes being achieved.
The overall objecDtive of this engagement is to enhance the city's operational efficiency, improve
workforce visibility, optimize the management of the IT-engaged contingent workforce, ensure
continuity of service, and provide flexibility and scale to the city for its IT staffing and project needs.

1. Purpose
This Statement of Work describes how the MSP will support the City of Atlanta with IT staffing and
project services. The MSP will provide staff and expertise in two ways: ongoing support on a time-
and-materials basis (staff augmentation), and project work organized around specific milestones and
deliverables. To make the work clear and transparent, the MSP will use its own vendor management
software to track requests, resources, progress, status, and costs.
2. Scope of Services
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This statement of work is intended to address the need for the provisioning and management of the
city of Atlanta's contingent IT workforce by contraFctor and IT-based milestone projects using an end-
to-end web-based technology solution. The MSP will provide services across several key areas of IT.
The awardee will implement and maintain a customized web-based solution that will be provided as a
service and not as licensed software. A
Help desk and technical support. Resources engaged to ensure employees get the help they need
when technology issues ariseR. Quick fixes such as password resets or basic troubleshooting will be
handled promptly (tier 1), while more complicated issues with devices, system access, or software will
be resolved by experienced staff (tier 2). For the toughest problems, senior specialists will be available
to dig deeper and resolve escalations (tier 3).
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Network and infrastructure support. These resources will support the core infrastructure that
makes the city's technology work. Infrastructure including, but not limited to, servers, storage, cloud,
telephony, networking equipment, and physical cabling will be monitored and maintained so they
perform reliably. Regular updates and patching will keep systems current, while any outages or
performance issues will be addressed quickly to minimize disruption.
Cybersecurity support. Workers in this area focus on protecting the organization from threats and
risks. The resources engaged may monitor vulnerabilities, respond quickly to incidents, and implement
strong defenses like firewalls and endpoint protection. They will also provide advice on how to
strengthen security practices and meet any industry or organizational requirements.
Software and application support. Resources engaged in this area will make sure the tools
employees rely on remain effective and aligned with business needs. This includes keeping applications
up to date, troubleshooting issues, and customizing or developing solutions when something tailored
is needed.

Project management. Resources in this area will bring structure and oversight to IT initiatives. The
workers will plan, track, and coordinate projects so they are completed on time, within scope, and in
line with the organization's priorities. Regular updates will be shared so stakeholders always know
where things stand.
Administrative support. Resources would support operational coordination (schedule management,
correspondence, executive support). Documentation, records management, procurement, and
financial budget tracking.
General IT support will provide additional flexibility. This may include technology advice, helping the
organization plan for the future, or filling gaps where extra support is needed. This ensures that the
resources engaged through the MSP can adapt to changing needs and continue to add value.
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3. Service Delivery
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Services will be provided in two ways. For ongoing operational support, the MSP will provide access
to staff on a time-and-materials basis (staff augmentation), or, for defined initiatives, the city will use
a milestone-based approach. Each project will have clear deliverables, and progress will be tracked
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through specific checkpoints. This provides structure and ensures that results are measurable, and
outcomes are achieved.
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4. Vendor Management Software
All work will be tracked through the MSP's vendor management software. This tool will show what
requisitions are approved and open, responses from potential sub-vendors and contractors, how long
a requisition has been posted, and what progress has been made. It will also provide reports that make
costs, performance, and results easy to see. This ensures transparency for both day-to-day support and
project work.All data entered or generated by the VMS used to conduct city business is owned by the
City.
The City must have read and export rights at all times.
Upon contract termination, the MSP must provide a complete data export within 30 days in a
commonly used, non-proprietary format.
Integration must use City-approved SSO and Microsoft-supported APIs with least-privilege access.
All access must be logged and auditable.
The City will provision tenant access and credentials required for testing and production, in
coordination with the MSP.

Invoices must include worker name, hours worked, rate, approval reference, and supporting time
records.
Invoices are submitted electronically through the VMS and routed for City approval.
Standard payment terms are Net 30. Dispute/hold process is deferred to law for appropriate legal
analysis/agreement.
The system will minimally include the following capabilities:
* IT professional staffing search and recruitment capabilities, including specialized and specific
IT areas
* IT professional candidate resume submission and selection capabilities including the ability to
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disposition candidates within the VMS
* IT professional candidate ranking capabilities
* Reporting capabilities for both standard anFd ad hoc reports
* Online search and query functions
* Ability to track, monitor, and manage IT professional performance
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* Customization to meet Atlanta's needs
* Timekeeping and invoicing functionality
* Ability to complete, approve, and transmit scopes of work to qualified contractors
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* Maintain active links to contractor's service level agreements, escalation policies, procedures,
and contact information
* Integrate Microsoft Outlook Calendar features to support scheduling, email functions, and
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timekeeping approvals
* Contractor performance and feedback capabilities
5. Roles and Responsibilities
The MSP will provide access to a diverse network of qualified (licensed, where applicable) staff and
keep records of progress in the vendor management software. They will also ensure that issues are
communicated and escalated when needed.
The MSP will be solely responsible for the payment of all salaries, wages, bonuses, social security,
taxes, federal and state unemployment insurance, liability and workers' compensation, employee
benefits, and all taxes related to the IT professionals engaged through this agreement. The MSP will
additionally be responsible for compliance with all applicable laws relating to its employees, such as
wages and hour laws, safety and health requirements, and collective bargaining. No resource placed
with the city under this agreement will be recognized as an employee of the city.

The city will be responsible for crafting and posting clear requirements that detail the need for either
staff augmentation resources or a milestone-based project. Each SOW should minimally include:
* Length of assignment (start/end), business hours, work schedule, location of workplace
* Deliverables and services to be provided by the contractor
* Atlanta Information Management (AIM) requirement for reporting
* Artifacts required from the engagement (reports, manuals, analysis, other documentation as
agreed)
* Applicable technical standards
* AIM policies and procedures
* Applicable time frames or implementation schedule for the deliverable and services
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* Evaluation, testing, and acceptance requirements
* Cost of the deliverables and services per product and pricing schedule, and a payment schedule
* Position title and name of IT professional(Fs) performing under SOW
* Support and maintenance obligations, if required
* Additional background checks if warranted
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Reports will include staffing metrics, spend, performance, and compliance data, delivered monthly
using City-approved templates. Reports must be retained by the MSP for at least three years.
Additional checks may be reqRuired for sensitive roles or at City request. Acceptable checks include
criminal history or role-specific screenings.
The MSP is responsible for managing and paying for these checks unless otherwise specified.
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6. Performance Expectations
The goal of this partnership is to keep IT services running smoothly and to complete projects
successfully. Day-to-day support issues will be handled according to agreed response and resolution
times, while projects will be measured by whether milestones are completed as planned and
deliverables meet expectations. Regular updates and check-ins will help keep both sides aligned and
allow for adjustments as needed.
Service Level Agreements
Service Description
Software Availability 24/7 - software/webpage should be available at all times.
Software Uptime 99.9% excluding scheduled maintenance.
Backup One (1) full backup per week (file-by-file, full participation
archive).

Disaster Recovery In the event of a complete system failure, the system will be
brought back online at a new location within 24 hours.
Escalation Response time for escalations is 1-hour by phone, or email
during normal business hours (8:15am - 5:00pm) eastern
time.
Dispute Tracking Disputes will be resolved, or resolution advice will be
provided within 48 hours (2-business days) of logging.
Web-based Training Weekdays during business hours, by appointment. MSP will
provide two web-based training opportunities per year.
In-person Training Annual centralized refresher training shall be provided at
the request of the city with at least 30 days' notice. The
MSP will come to the city's designated location once per
year.
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Web-based help/user guides The MSP will provide a web-based manual for how to
effectively navigate the system.
Job Posting Time No more than four (4) hours shall elapse from the time
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when a job is posted by a hiring manager until it appears for
suppliers to view online.
Candidate Submission Timeline All candidate submissions must be made to the VMS within
A48 hours of receiving a job requisition.
Successful Placement Rate The vendor must maintain a minimum successful placement
rate (50%) based on selected candidates. "Successful
placement" means selected candidates are satisfactorily
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rated by the engaged leader at the conclusion of their
assignment with the City of Atlanta.
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* Software Uptime
o Scheduled maintenance should be limited to non-business hours (e.g., evenings,
weekends, or City-approved windows) and must be communicated at least 7 calendar
days in advance, except for emergency maintenance. Maintenance windows shall not
exceed 4 hours per occurrence unless pre-approved by the City.
o If uptime falls below 99.9% in each month, service credits will apply on a sliding
scale (e.g., percentage fee reduction), excluding approved scheduled maintenance.
* Backup
o Weekly full backups must be retained for at least 30 days, stored in a secure off-site
or cloud-based environment, and encrypted at rest and in transit using industry-
standard encryption.
o The acceptable Recovery Point Objective (RPO) is 24 hours, meaning no more than
one business day of data loss is acceptable.

* Disaster Recovery
o The MSP must maintain a documented Disaster Recovery runbook detailing roles,
failover steps, communications, and restoration procedures.
o The required Recovery Time Objective (RTO) is 24 hours, with an RPO of 24 hours.
Disaster Recovery testing must occur at least annually, and a successful test requires
system availability and validation by the City that core functions are operational.
o During outages, the MSP must support manual timekeeping and approval processes,
maintain direct communication channels (email/phone), and allow manual invoice
submission.
o The City will validate hours and deliverables using supervisor approval and post-
outage reconciliation once systems are restored.
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* Candidate Submission Timeline
o We don't intend to impose a minimum candidate quantity. Pre-screening
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requirements will be submitted where applicable on a case-by-case basis. Where there
are pre-screening requirements, the VMS should verify background qualifications
before submitting a candidate for consideration.
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* Successful Placement Rate
o Placement sucRcess will be determined by the engaged City leader using a simple
satisfactory/unsatisfactory rating at assignment conclusion. Assignments ending early
for reasons outside MSP control are excluded from the calculation. Short-term or
extended assignments are counted based on their original scope unless materially
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changed.
7. Fees and Payment
For staff augmentation, the city will pay for the actual hours worked, billed by the MSP on the regularly
agreed upon cadence. For projects, payment will be tied to the completion of agreed milestones.
8. Duration
This Statement of Work will remain in place from the agreed start date until the engagement ends. If
either side needs to change or stop services, advance notice will be provided so both parties can plan
accordingly.