AI-Driven Mobile and Web Application Services

The Vendor is required to provide AI-driven mobile and web application services for senior residents and caregivers that combines social connection, service navigation, transportation scheduling, events, assistance requests, and AI-supported personalization.
- Functional requirements
• User registration and profile management for seniors, caregivers, city staff, administrators, service providers, and partner organizations.
• Support for residents aged 60+ with specialized configuration and workflows for users aged 80+ and users designated as needing additional assistance.
• Community forums organized by topic, with moderation tools, reporting, blocking, escalation, and AI-assisted moderation subject to human review and city policy.
• Events calendar for city, senior center, library, parks, partner, and community events with rsvp, reminders, waitlists where needed, and personalized event recommendations.
• Secure one-on-one or small group messaging, with privacy controls, reporting tools, abuse prevention, and optional AI-generated conversation starters.
• Services directory covering transportation, legal assistance, health information routing, food delivery, home maintenance, technology help, benefits assistance, and other city-approved categories.
• Ride scheduling workflow for medical appointments, social events, grocery trips, and other approved uses, including support for paratransit, taxi voucher, rideshare, or city/partner-provided transportation workflows.
• Natural language assistance for service discovery, including chatbot or concierge features that help users identify appropriate services without replacing human support.
• Legal assistance intake and routing workflow that can gather basic information, present disclaimers, and route users to appropriate legal aid organizations or city-approved partners.
• Health-related inquiry workflow that provides general navigation and triage routing, includes clear medical disclaimers, supports escalation to appropriate providers, and avoids presenting itself as a substitute for professional medical care.
• Caregiver access allowing a trusted caregiver, family member, or authorized representative to help manage appointments, services, reminders, and communications subject to senior consent and role based permissions.
• Simplified user interface mode with larger text, reduced visual clutter, plain-language prompts, voice support, and workflow simplification for users who need it.
• Priority assistance button for urgent non-emergency needs, including routing, triage, workflow queues, staff notifications, audit trail, and emergency disclaimer language.
• Multilingual support at launch in English and Spanish, with an approach for additional languages based on community need.
• Low-tech support options such as SMS reminders, automated or assisted voice calls, printable schedules, staff-assisted intake, and caregiver notifications.
• Administrative dashboard for city staff to manage content, events, service partners, users, support queues, analytics, and communications.
• Reporting and analytics for adoption, usage, service demand, event participation, unmet needs, support tickets, transportation usage, and equity/accessibility indicators.
• Configurable notifications through push, email, SMS, and/or phone call workflows, based on user preference and accessibility needs
• Audit logs for administrative activity, consent changes, caregiver access, critical workflow activity, and AI-assisted decisions or recommendations.
• Content management tools allowing city-approved staff to update service listings, eligibility rules, FAQs, events, announcements, and partner contacts without vendor intervention.
- Technical requirements
• Cross-platform mobile support for iOS and android, with a clear publication, update, and version management approach.
• Accessible web version compatible with current major browsers and responsive design for desktop, tablet, and mobile web use.
• Documented architecture, including frontend, backend, database, AI services, integration layer, administrative portal, logging, monitoring, and disaster recovery.
• Secure API design with authentication, authorization, rate limiting, validation, logging, and documented integration endpoints.
• Database design capable of supporting user profiles, preferences, consent, caregiver relationships, service directory records, events, messages, ride requests, support workflows, analytics, and audit records.
• Integration capability for transportation providers, telehealth or healthcare partners, legal aid partners, city systems, SMS/voice providers, identity providers, analytics, and future services.
• Role-based access control for seniors, caregivers, city administrators, service providers, support staff, and vendor support personnel.
• Oauth 2.0 or equivalent secure authentication with support for multi-factor authentication, password less or low-friction senior-friendly options, and account recovery controls.
• Encryption of sensitive data at rest and in transit using current industry-standard protocols and key management practices.
• Cloud hosting on AWS, azure, google cloud, or other city-approved environment with auto-scaling, monitoring, backup, and high availability.
• Performance targets suitable for citywide adoption, including response time targets, uptime commitments, scalability assumptions, and stress/load testing.
• Administrative tools for configuration, support, reporting, data export, audit review, content management, and partner management.
• Ability to export city data in open, documented, machine-readable formats at any time and upon contract termination.
• Non-proprietary data model documentation and an exit/transition plan to prevent vendor lock-in.
• Secure software development lifecycle, vulnerability management, penetration testing approach, code review, dependency scanning, and remediation timelines.
- AI governance requirements
• Describe each AI function proposed, including recommendation engines, chatbots, moderation, translation, triage routing, predictive scheduling, caregiver summaries, analytics, and prioritization.
• For each AI function, identify model type, vendor/model provider, data used, whether prompts or outputs are stored, model training practices, and safeguards against unauthorized data reuse.
• Provide human oversight controls for AI-assisted moderation, legal routing, health-related routing, priority assistance, caregiver alerts, and any action that could materially affect a user.
• Clearly disclose AI limitations, disclaimers, and escalation pathways to users in plain language.
• Ensure AI outputs can be logged, reviewed, and explained at a reasonable operational level, particularly for recommendations, triage routing, support prioritization, and moderation decisions.
• Allow the city to disable, limit, or modify AI features without disabling the entire platform.