By Lookout Staff

July 23, 2019 -- The City Council on Tuesday unanimously voted to authorize a nearly $2.4 million contract to troubleshoot technology issues in "critical municipal systems" that function around the clock.

Under a five-year $2.387 million contract, Washington-based Zones LLC will provide centralized support services for all automated information and communication systems for the City, staff wrote in its report to the Council.

The company will secure and support systems that operate at all hours to provide services that include police, fire, water, transportation and public works, according to Information Services staff.

"For critical systems that must be available 24/7 technology support primarily relies on the knowledge and availability of a single subject matter expert," staff said.

"To mitigate risk exposure and reduce reliance on singular individuals, the City must set up a more sustainable support structure to ensure operational continuity."

Current Information Services staff lacks the technical expertise, available technologies of funding to fulfill these functions, staff said.

In addition, the contracted vendor will provide "flexibility in staffing based on fluctuating technology needs of the City," staff wrote.

"By leveraging its workforce and technologies across multiple clients, such vendors are able to ramp up or down resources as needed to address City technology support needs as they arise," the report said.

Zones will implement a Network Operation Center (NOC) that will "proactively monitor, identify, and respond to technology issues 24x7," according to staff.

"This proactive oversight of critical services will enhance security, support, and free-up internal technical resources to focus on maintaining systems and addressing issues before they cause interruptions to City services," staff said.

Under the contract, the company also will support call centers in departments whose staff works outside regular business hours, a service the City currently lacks.

Zones was the lowest bidder and their proposal "provides the greatest value for the cost," staff said.

The company has experience managing similar systems for Warner Media Group, Scotia-Glenville Central School District and Microsoft, according to staff.