State of Texas: Department of Information Resources Contract
DIR-CPO-4841

End-User IT Outsourcing Contract

Softtek has solid capabilities and expertise enabling the digital evolution of government institutions through the transformation and creation of new digital capabilities and solutions.

For over 35 years, Softtek has been working with public sector entities, enabling their digital evolution with a focus on streamlining inter-institutional operation and citizen experience. Through digital technologies and service models, companies can modernize their technological platforms, enable digital citizen services and maximize the collection and spending execution processes under strict budget control and alignment to institutional objectives.

End-User IT Outsourcing contract specifics

Softtek is pleased to be able to provide services to Texas state agencies, public institutions of higher education, public school districts and other local government entities under the Department of Information Resources (DIR) End-User IT Outsourcing contract.

This contract vehicle helps users save time and money, as a DIR customer, you receive discounted pricing with negotiated terms and conditions in compliance with state procurement rules.

Please refer to the  DIR Cooperative Contracts Program page for an overview and below to find additional information about the Softtek services offered through this program and how to obtain quotes and place a purchase order.

For a full catalogue of services offered under End-User IT Outsourcing , please follow End User IT Outsourcing Services. 

Contract specifics

Contractor: Softtek Integration Systems, INC

Contract number:  DIR-CPO-4841

Vendor ID: 19118647403 

Please ensure you reference DIR-CPO-4841 on all purchase orders.

Softtek End-User IT Outsourcing Services offered

Management Services: The management of customer owned equipment or vendor provided equipment.

Provisioning of equipment: Provisioning of Equipment includes: desktops/workstations, notebooks/portables, mobility devices, end-user support servers, storage area networks, networking, software, and peripherals. Services include: management of equipment procurement, equipment configuration management, and provisioning of equipment.
Desktop Outsourcing Services: Services related to desktop computers or laptops, desktop hosting servers, the underlying network infrastructure, the processes and the organization. Desktop support services include:

  • Deskside dispatch
  • Hardware break/fix
  • Installations, moves, adds and changes (IMAC)
  • Remote server
  • LAN/WAN (where applicable)
  • Shrink-wrapped software (dispatched efforts)
  • First-level application (dispatched efforts)
  • Enterprise-specific (where required)
  • IT asset inventory maintenance and process controls
  • Backup and recovery processes
  • Patch management
  • Output management
  • Hardware standards establishment
  • Service desk

Asset Tracking Services: Maintain a central asset management system to maintain tracking of Vendor owned equipment to include, but not be limited to: physical location, user, software licenses, maintenance records, and end of Agreement term dates.

Information should be updated as necessary to account for Installs/Moves/Adds/Changes (IMAC), maintenance, and deskside support. The system should also be used for tracking any services that are provided on Customer owned equipment that may be applicable to a Supplemental Agreement.

Support Services: Services provided in the course of providing Management Services

Service Desk: Manage and supply a toll-free telephone number, email address, or web-based application for a Customer to report maintenance issues, trouble-tickets, and request other how-to assistance as necessary.

  • Labor, facilities, systems, processes, management and connectivity for service desk support
  • First-level and second-level support
  • Problem categorization and logging
  • Problem tracking and escalation
  • Problem resolution
  • Remote access and resolution

On Site Support & Moves/Adds/Changes (MAC) Services: Day-to-day technical on-site support services, including: option of Softtek staff residing at a Customer location, assisting with complex problem identification, resolving complex issues which cannot be resolved by assistance of the help desk, installation of emergency hardware/software fixes, troubleshooting, physical relocation of equipment, continuing equipment modifications or upgrades, installation/de-installation, packing/unpacking of equipment, and swaps/replacement of equipment.

Remote Support Services: Manage and provide remote support to “take over” and support a piece of equipment from a centralized location by Softtek’s Personnel. Softtek provides phone support to assist in resolution of problems from a location that is remote to the end-user Customer.

Standard and Ad Hoc Reporting and Documentation: Produce various types of reports via online or hard copy as may be required by a Customer. These may include, but not be limited to: number of problems/calls logged, number of dispatch calls, and resolution time frames. Softtek shall allow a Customer’s authorized end-user to have electronic access to view and query Softtek’s standard reports.

Break/Fix/Maintenance Services: Manage support services, including bearing any cost, for all equipment owned and provided by Softtek This includes, but not be limited to: time and materials maintenance, troubleshooting, on-site support function, and upgrading of equipment as needed to provide any new technology features.

Unwind/End of Engagement Services: Manage the de-installation and packaging of Softtek’s provided equipment, that include: providing a plan to manage the unwind of the services, and removal of hard drives to be left with a Customer for destruction.

Technology Services: Specific applications or technology centered processes

Mobility: Provision of internal end-user support for all mobile functionality. The mobile services include:

  • Labor, facilities, systems, processes, management and connectivity
  • Managing mobile devices, including bring your own device (BYOD) to securely work with the customer’s network and base systems
  • Managing mobile device connectivity service
  • Problem categorization and logging
  • Problem tracking and escalation
  • Problem resolution

Hosted Virtual Desktop (HVD) Services: HVD service that can access applications from a centralized server, combined with a lower-cost desktop solution as the thin client.

Network Management Services: Manage and provide services for network related issues, to include, but not be limited to: connectivity troubleshooting, eliminating bottlenecks, and monitoring.

Software Services: Manage services for software including software configuration management, patches, automated distribution, imaging creation, and imaging implementations.

Security Services: Manage security services as applicable to the equipment as described within Item 1, Provisioning of Equipment, and, Procurement Services, that may be provided. To include, but not be limited to: firewalls, passwords, and data protection, equipment shipped in a default secure configuration, and option to keep a hard drive is required within the applicable equipment configuration.

Contact information
For quotes and purchase orders contact:

R. Brenner Jones

Phone: +1 (214) 422-5373
Email: robert.jones@softtek.com