Request for Proposal for a Technology Managed Services Provider
| Agency: | Town of Highland Park |
|---|---|
| State: | Texas |
| Type of Government: | State & Local |
| NAICS Category: |
|
| Posted Date: | Jan 30, 2026 |
| Due Date: | Feb 27, 2026 |
| Original Source: | Please Login to View Page |
| Contact information: | Please Login to View Page |
| Bid Documents: | Please Login to View Page |
| Bid Title: |
Request for Proposal for a Technology Managed Services Provider
|
| Category: | Information Technology |
| Status: | Open |
|
Attachment Preview
REQUEST FOR PROPOSAL
TECHNOLOGY MANAGED SERVICES PROVIDER
TOWN OF HIGHLAND PARK, TEXAS
ISSUED: JANUARY 28, 2025
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REQUEST FOR PROPOSAL
TECHNOLOGY MANAGED SERVICES PROVIDER
TABLE OF CONTENTS
1. Introduction
2. Objective
3. Scope of Work
4. Submittal Requirements
5. Proposal Evaluation Criteria
6. Proposed Schedule
7. Vendor Selection
8. Contract Requirements
9. Town Attachments and Documents
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Request for Proposal
Technology Managed Services Provider
1. Introduction
The Town of Highland Park, Texas (“Town”) is a premier residential community located
approximately three miles north of downtown Dallas. The Town operates as a full-service
municipality, providing a comprehensive range of services including public safety, public works,
community development, parks and recreation, a pool, library services and administrative
functions.
Highland Park employs approximately 142 full-time personnel and is recognized for its
commitment to high-quality public services, strong financial stewardship, operational excellence,
and meaningful engagement with residents.
To support these priorities, the Town maintains a complex and mission-critical information
technology environment that serves internal operations, public safety functions, and community-
facing services. The Town is seeking a qualified and experienced Managed IT Services Provider
capable of delivering reliable, secure, and responsive technology services in a local government
environment with stringent regulatory, security, and operational requirements.
2. Objective
The purpose of this Request for Proposals (RFP) is to solicit submissions from qualified
Information Technology (IT) Managed Services Providers to deliver comprehensive managed IT
services for the Town of Highland Park. Through this process, the Town seeks to identify a
provider that offers the best overall value, demonstrated through technical expertise, service
capabilities, security posture, client service approach, and cost-effectiveness.
The selected provider will function as a strategic partner and extension of the Town’s internal IT
operations, supporting the stability, security, and continuous improvement of the Town’s
technology environment, which includes, but is not limited to the following:
• Servers housed in a centralized data center
• Virtual environment
• Managed network switches
• Telephone system
• Firewalls and endpoint protection
• Backup solution and system
• Networked printers, scanners, and copiers
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• Video surveillance system
• Workstations and laptops
3. Scope of Services
Services are expected to be delivered in a manner that emphasizes proactive system
management, rigorous cybersecurity practices, responsive end-user support, robust governance,
and compliance with all applicable local, state, and federal requirements, including Criminal
Justice Information Services (CJIS) standards.
Following the evaluation and, if applicable, negotiations, the Town intends to enter into a service
agreement with the proposers offering the best overall value. The initial contract term is
anticipated to be one (1) year, with the options for annual renewal for a total potential contract
term up to five (5) years in total, subject to satisfactory performance, funding availability, and
approval by the Town Council. The selected provider will be responsible for ensuring the
reliable and secure operation of all critical systems and services, including but not limited to:
• Network support and maintenance
• Microsoft Office 365 administration and support
• Cybersecurity services, including network security and threat mitigation
• Application management and support
• Infrastructure support and maintenance
• On-site and remote client support services
• 24/7 system monitoring, alerting, and incident response
The following are examples, but not limited to what the selected service provider may be
responsible for the assistance and maintenance of:
• Onsite and Remote Support Services
o Telephone-based and remote support via software agent
o Helpdesk service hours, 7:00 a.m. to 5:30 p.m., Monday-Friday
o After Hours and Emergency Support
o Software agent based 24x7x365 PC monitoring
o Service desk (Automatic/Proactive Management of Incidents)
o Preventive Maintenance & Security – Windows Updates
o Preventive Maintenance & Security – Software Updates (Adobe, Java, etc.)
o Automated Hardware & Software Optimization (disc defrag, clear temp files, etc.)
o Malware & anti-virus software protection monitoring and management
o Rapid problem resolution
o Preventative maintenance and as needed maintenance to accommodate
departmental computer system activities and user equipment performance
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o PC systems documentation and performance reporting
o Automated weekly and monthly system status and performance reporting.
• Proactive Server and Monitoring
o Software agent-based 24x7x365 Server monitoring
o Service desk (Automatic/Proactive Management of Incidents)
o Preventive Maintenance & Security- Windows Updates
o Preventive Maintenance & Security- Software Updates (Adobe, Java, etc.)
o Automated Hardware & Software Optimization (defrag disk, clear temp files,
etc.)
o Monitoring and management of system backup jobs
o Installation, configuration, and management of Server software.
o Adds/moves/changes to server domain users.
o Active/Retired Asset Audit and Reporting
o Server systems documentation and performance reporting
o Malware & anti-virus software protection, monitoring, and management
• Proactive Network & Firewall Management and Monitoring
o Monitoring and management of critical firewall, security protocols, and VPN
access
o Firewall software upgrades.
o Configuration of secured VPN access for remote users and to outside systems
o Segregation of networks and systems as required for enhanced security.
o Ensuring appropriate security protocols and access methods for all wireless access
points
o Configuration and maintenance of network switches and other network
infrastructure
o Firewall configuration changes and updates.
4. Submittal Requirements
Proposals must be prepared and submitted in accordance with the instructions and requirements
outlined in this RFP. While proposers are encouraged to include additional information,
alternative solutions, and fee options that may add value, such materials must still adhere to the
format and content structure specified herein.
Please note that all proposals submitted in response to this RFP will become part of the public
record, in accordance with applicable laws. It is the sole responsibility of the proposer to clearly
identify and mark any pages or sections of the proposal that contain proprietary, confidential, or
trade secret information. Failure to do so may result in public disclosure of such information as
required under state law.
Proposals must be submitted electronically in Adobe Acrobat (PDF) format. All submissions
shall be directed to:
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This page summarizes the opportunity, including an overview and a preview of the attached documents.
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