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Document text

Office of the City Administrator cityofkn.net 
City of Knob Noster, Missouri  (660) 563-2595 
“Growing With Purpose.”   201 N. State Street 
 
 
 
Request for Proposal (RFP) - Managed IT Services 
The City of Knob Noster (hereafter referred to as "the City") is seeking proposals from qualified 
Managed IT Service Providers (hereafter referred to as "Vendor") to provide comprehensive IT 
management and support services. This RFP is intended to identify a provider that will offer 
proactive, efficient, and innovative IT solutions, with a strong emphasis on reducing issues, 
accelerating problem resolution, and implementing proactive services that go beyond basic 
monitoring. 
Issued By:  City of Knob Noster   Issue Date:    9/26/25 
201 N State Street    
Knob Noster, MO 65336 
(660) 563-2595 
cityofkn.net 
Point of Contact: Cameron J. Jackson, MPA Proposal Due Date:   11/5/25 
City Administrator 
(660) 563-2595 
cjackson@cityofkn.net 
  
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Table of Contents 
1. Scope of Services 
2. Objectives 
3. Vendor Requirements 
4. Key Performance Metrics 
5. CJIS Certification Requirement 
6. Unique Selling Proposition 
7. Proposal Submission Requirements 
8. Evaluation Criteria 
9. RFP Timeline 
10. Contact Information 
  
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1. Scope of Services 
The City seeks a Vendor to provide the following core services: 
- Proactive IT Management and Monitoring 
- Help Desk Support and Incident Management 
- IT Infrastructure Maintenance 
- Cybersecurity and Data Protection 
- Auditing and Alignment Services 
- Disaster Recovery Planning and Execution 
- Software and Hardware Management 
The services should cover all city departments, including but not limited to administration, public 
safety, and public works. 
2. Objectives 
1. Issue Resolution: The City aims to reduce IT issues and improve problem resolution times across 
departments. 
2. Proactive IT Services: Vendors must propose proactive solutions beyond reactive 
troubleshooting, including regular audits, strategic alignments, and forward-thinking technology 
initiatives. 
3. Transparency and Reporting: Vendors must provide detailed reports on service metrics, 
including reactive and proactive performance indicators. 
3. Vendor Requirements 
A. Formal Process for Reducing IT Issues & Accelerating Problem Resolution 
- Describe your formalized process to reduce the occurrence of IT issues and increase the speed of 
problem resolution. 
- Provide examples or case studies demonstrating your success in reducing issue frequency for 
similar organizations. 
 
B. Proactive Services Beyond Monitoring Software 
- Outline your approach to proactive IT services beyond standard monitoring software. 
- Include specific details on tools, strategies, and processes you use to prevent issues before they 
arise. 
4. Key Performance Metrics 
The City requires data on the following key metrics. Vendors should provide detailed answers: 
 
- Average Reactive Hours Per Endpoint Per Month: Provide data on the average reactive hours spent 
resolving issues per endpoint. 
- Average Tickets Per Endpoint Per Month: Supply data on the average number of support tickets 
generated per endpoint per month. 
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- Proactive Services Team: Specify the number of staff solely dedicated to proactive services and 
outline their roles and responsibilities. 
- Auditing and Alignment: Detail your auditing and IT alignment processes. Include the frequency of 
audits, alignment reviews, and how these efforts drive continuous improvement. 
5. CJIS Certification Requirement 
Due to the sensitive nature of certain systems and data handled by the City of Knob Noster, all 
technical staff who will have access to city systems must be Criminal Justice Information Services 
(CJIS) certified. 
- Vendors must ensure that all personnel accessing City systems or data, directly or indirectly, 
possess valid CJIS certifications. 
- Proof of CJIS Certification for each individual must be submitted as part of the proposal. 
- The Vendor should describe their process for maintaining CJIS certification for all relevant staff 
and ensuring compliance with CJIS security policy. 
6. Unique Selling Proposition 
Vendors should articulate their unique selling proposition (USP). This section should cover: 
- How your approach to Managed IT Services is distinct from competitors. 
- What innovative methods, technologies, or customer service practices you bring to the table. 
- How you deliver measurable improvements in operational efficiency and cost-effectiveness. 
7. Proposal Submission Requirements 
Vendors should submit the following: 
1. Executive Summary: A brief summary of your understanding of the City’s needs and your 
approach to meeting those needs. 
2. Service Proposal: A detailed response to each requirement outlined in this RFP. 
3. Pricing: Provide a clear and transparent pricing model for the services proposed. 
4. References: Provide at least three references from government or similar organizations for whom 
you have provided managed IT services. 
5. CJIS Certification: Include proof of CJIS certification for all technical staff that will have access to 
the City's systems. 
6. Timeline: A proposed timeline for the onboarding process and the transition of services. 
8. Evaluation Criteria 
Proposals will be evaluated based on the following: 
- Understanding of the City’s Needs: The Vendor’s ability to meet or exceed the City's IT service 
needs. 
- Proactive IT Approach: The strength and depth of the proactive IT services offered. 
- Performance Metrics: The quality and transparency of key performance metrics. 
- CJIS Compliance: Confirmation that all relevant technical staff are CJIS certified and that proper

AI Analysis

Validation: Managed IT Services RFP. Low GDS fit, not related to SCADA/ICS directly.

Contract Type

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Estimated Value

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Bid Bond

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Site Visit

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Local Req

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License

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Construction

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PLC Details

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HMI/SCADA

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Comms

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Subcontractor

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Pre-selected

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