Project Information

Bid Title

Request for Proposal for a Technology Managed Services Provider

Issuing Agency

Town of Highland Park

Location

Texas

Published Date

Jan 30, 2026

Closing Date

Feb 27, 2026

Government Level

State & Local

Status

Closed

Original Source

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Bid Documents

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Project Description

Bid Title:	Request for Proposal for a Technology Managed Services Provider
Category:	Information Technology
Status:	Open

Publication Date/Time: 1/28/2026 8:00 AM Closing Date/Time: 2/27/2026 4:00 PM Submittal Information: sdoville@hptx.org Contact Person: Shone Doville, Information Technology Manager 214-559-9447 sdoville@hptx.org Related Documents: Technology Managed Services Provider RFP Town Insurance Requirements Professional Services Agreement (Sample) CJIS Addendum (Sample)

Attachment Preview

REQUEST FOR PROPOSAL

TECHNOLOGY MANAGED SERVICES PROVIDER

TOWN OF HIGHLAND PARK, TEXAS

ISSUED: JANUARY 28, 2025

1

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

2

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

3

• 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

4

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:

5

Commodity Codes

• NAICS 541511Custom Computer Programming Services
• NAICS 541512Computer Systems Design Services
• NAICS 541513Computer Facilities Management Services
• NAICS 541519Other Computer Related Services

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