End-User Support Services

The Arizona Department of Child Safety (ADCS) is seeking a single contractor to provide comprehensive end‑user IT support services across the state. The contract will cover up to 6,500 workstations and mobile devices and includes help‑desk ticket handling, device lifecycle management (receiving, staging, kitting, deployment, depot services, repair/replacement, disposal), Mobile Device Management (MDM) administration, and ongoing reporting. The work is performed during standard business hours (8 AM‑5 PM, Mon‑Fri) with 24 × 7 on‑site spare‑device coverage for critical incidents. The solicitation requires a firm‑fixed‑price rate, extensive compliance (insurance, background checks, immigration, data privacy), weekly performance reporting, and the ability to meet stringent SLAs (e.g., 15‑minute response for critical tickets). The initial contract term is one year with the possibility of up‑to‑five‑year extensions. • Scope: Service‑desk support, device lifecycle (receiving, staging, kitting, deployment, depot, repair, disposal), and MDM administration for up to 6,500 devices. • Performance: Strict SLAs (15‑minute response, 2‑hour resolution for critical tickets) and weekly reporting on tickets, CSAT, patch compliance, asset inventory, etc. • Compliance: Mandatory insurance (CGL, automobile, workers’ comp, E&O), background‑check/fingerprinting, Arizona Substitute W‑9, Central Registry forms, and data‑privacy/HIPAA safeguards. • Contract terms: 1‑year firm‑fixed‑price, renewable up to 5 years, price guaranteed for 2 years, prompt‑payment discount considered in evaluation.