Case Management System

The vendor is required to provide an experienced and qualified contractor to implement a comprehensive case management system (CMS) to support the property tax assessment appeals board (AAB) process.
- The system will manage the full cycle property tax assessment appeals, from initial filing through final disposition, including case creating and processing, board member management, property and party management, hearing calendar management, hearing management, document management document generation, public access via a web portal, electronic filing, reporting, etc.
- System performance outcome requirements:
1. Provide an assessment appeals board case management system described herein to accomplish the following performance outcomes:
• Implement a modern, secure, web-based case management system
• Streamline the appeal process through automation
• Improve public access through electronic filing and calendar viewing
• Provide real-time bidirectional integration with assessor’s system
• Provide data transmission to treasurer-tax collector and auditor and controller systems
• Ensure secure and efficient document management
• Support multiple user rules with varying levels of access
2. The assessment appeals board case management (county users and public access via web) shall:
• Provide an easy-to-navigate, county-branded web portal for all levels of users
• Capture all data points required data elements on the state board of equalization form boe-305 ah “assessment appeal application.”
• Provide user interface (UI) guides filers using public access via the web
• Allow staff and the public to search the database to look up a case file
• If appropriate, the contract will be responsible for the migration of historical data from the legacy system to the new system
• Provide tutorial videos that are accessible to all users.
- Implementation services:
• Project kickoff: contractor shall hold a meeting with all key parties involved in the project. contractor shall provide a full demonstration of the system in its foundational state for county stakeholders
• Project plan: Within thirty (30) days following the execution of this agreement, the contractor shall provide a phased, milestone-based, detailed project plan.
• The project plan shall be comprehensive, providing detailed timelines and milestones for the services outlined herein and shall be utilized to provide the services defined herein.
• Project management documentation: contractor shall collaborate with county to document the various project management documents that may be included in, or supplementary to, the project plan.
• Contractor shall regularly review these documents and update as appropriate throughout the project. updates shall be approved in writing by the contracting officer’s representative (COR).
• Software requirements gathering: contractor shall configure and/or customize existing functionality of the standard system to meet the needs of county.
• The parties shall jointly prepare a software requirements document, which shall include all required modifications to the system, including, but not limited to, the following functions and workflows:
1. Case creating and processing
2. Board member management
3. Property and party management
4. Calendar management
5. Hearing management
6. Document management
7. Document generation
8. Public access via a web portal
9. Electronic filing and reporting
• Data migration: Contractor shall perform data migration activities limited to the import of data from existing county utilized system.
• Contractor and county shall mutually develop a data migration plan that details the approach to migrate data, including but not limited to the following:
1. Data conversion from existing access-based case management system – 2 structured query language (SQL) database
2. Document migration from legacy document management system include document images and metadata
• Interface requirements gathering. contractor shall develop interfaces by which the system sends and receives data from outside computer systems to meet the needs of county.
• The parties shall jointly prepare an interface requirements document that shall include all technical definitions of, and specifications for, all required interfaces, including, but not limited to, the following:
1. Collaborate with the county’s it outsources vendor to configure and implement the reroute of existing smtp based flat file imports for property assessment data
2. Upon the county assessor’s office acquisition of a new system, provide as-needed integration service for the development of bidirectional API, replacing smtp-based flat file import for property assessment data and providing export of assessment appeals case data.
• Cloud services design: contractor shall configure and deploy the cloud hosting services. contractor shall deploy the cloud environment on the schedule defined in the project plan and in accordance with a cloud checklist that is jointly developed by county and contractor, as required by county technology office, and includes all aspects of the configuration of the cloud environment.
• development and delivery: contractor shall develop necessary configurations, customizations, integrations and cloud services to meet the requirements defined in the software requirements document, integration requirements document, and cloud services design document. county shall manage application deployment/access within county facilities.
• Testing and quality assurance: contractor is responsible for the initial testing and quality assurance of the system based on the software requirements document, integration requirements document,
• Cloud services design document: contractor shall develop and deliver to county by the dates set forth in the project plan a testing plan by which county shall, with contractor’s assistance, accurately determine whether the system and each deliverable conforms to the applicable documentation.
• Contractor shall develop and deliver to county by the dates set forth in the project plan suggested acceptance tests by which county or county designee shall, with contractor’s assistance, accurately determine whether the system and each deliverable conforms to the applicable documentation. each acceptance test shall set forth in adequate detail the expected results thereof and shall focus on changes and customizations to the base application.
• County, at its option, may define certain additional acceptance criteria that it wishes to have included in the system acceptance test.
• County shall document any malfunctions identified during acceptance testing using a problem report.
• Contractor shall promptly correct any material malfunctions and provide county 24-hour prior notification when re-testing may be conducted.
• Training: Provide pre-go-live and go-live training and support for all authorized users to support the management of and ongoing productive use of the system within county’s environment.
• Go-live: Contractor shall support go-live activities for the system’s deployment within county’s production environment. go-live scheduling shall be defined in the training and go-live plan.
• Readiness: at such time as all deliverables required by the project plan for go-live are delivered to county, and contractor determines that the system and services are completed, installed and operational, then contractor shall provide county with written notice that the system is ready for go-live.
• Final system acceptance. Upon completion and sign-off on user acceptance testing (UAT) and contracted redeployment activities (i.e., training), the system shall be deemed as 'live in production'.
• Following go-live, county shall utilize the system in a production capacity for a period of 90 days, during which time contractor shall address all deficiencies and enhancements
• Acceptance and deficiency procedure
- Maintenance and support services
• System maintenance: contractor shall maintain the system which operates as a fully contained assessment appeals board case management system.
• Provide application updates to all modules of the system as a part this agreement. without limiting the generality of the foregoing, contractor shall provide all labor, facilities, equipment, accessories, tools and other items and perform all work required for the maintenance and support of the system where the same are not expressly identified in this agreement as being provided by county; specifically, contractor shall:
1. Maintain the application to provide the functionality defined in the documentation.
2. Maintain compliance of the application in all material respects with the warranties.
3. Provide all application updates along with updated user and operational documentation. in consultation and coordination with county, install all updates in the test environment and, when county testing is completed, migrate all updates to the production environment.
4. Provide “first line support” for all incorporated third-party products.
5. Contractor shall coordinate any required support and corrective action required from the third-party vendors or suppliers that contractor cannot directly provide.
6. Contractor shall apply all updates that the vendor of such third-party products provides to contractor.
7. Finally, contractor shall maintain compatibility and integration of the application with the third-party products.
8. Maintain compatibility and integration with any third-party outcome reporting tools, which have been implemented by county as part of the application.
9. Maintain comprehensive change control procedures to control software versions and releases. all changes to be implemented at county are at the discretion of county or county designee.
10. Correct any application errors which are (i) reported by county or (ii) reported by other contractor clients, or (iii) identified by contractor, all within a reasonable period, depending upon the severity of the error.
- Base system functionality requirements:
1. User management
• Contractor shall be knowledgeable regarding revenue and taxation (r & t) codes and applicable property tax rules (see attachment 1) governing assessment appeals filing.
• System shall support a minimum of fifty (50) authorized users.
• System shall implement web-based single sign-on (SSO) utilizing the county’s network id as the unique identifier for all users.
• Authentication via email addresses shall not be used for SSO.
• System shall support seven or more (7+) user roles, including system administration, clerk of the board manager, clerk of the board staff, assessor manager, assessor staff, board member(s), and public users.
• System shall configure role-based security permissions.
• System will associate unique user identifiers for audit tracking. key elements shall include use log-in id, name, department & recorded time.
2. Assessment appeals case management system, board member management
• System shall create and maintain board member profiles.
• System shall track member’s attributes. key attributes shall include name, contact information, training schedule, appointment dates, term of service and active/inactive status.
• System will associate members with specific board/seat numbers
• System shall support temporary reassignment
3. Assessment appeals board case management system (case creation and processing)
• System shall support multiple appeal types, including regular, base, supplemental, business personal property (BPP),
• Escape, calamity reassessment, penalty, and other (pace) appeals.
• System shall generate case numbers based on business rules.
• System shall allow manual override of case numbers.
• System shall prevent duplicate case numbers.
• System shall support multiple case statuses including:
a. Incomplete
b. Invalid
c. Open
d. Closed
e. Set for reopen request
f. Completed
• System shall calculate and track deadlines and allow provide notification to use schedule case 180 days prior to the two-year deadline
• System shall support case notes with audit trail.
• System shall allow document association.
• Documents can be uploaded or scanned in pdf and associated with case file.
• Systems shall enable case linking and tracking.
4. Assessment appeals board case management (property and party management)
• System shall support 6+ party types.
• System maintains party history.
• System tracks tax agents.
• System supports interpreter needs indication.
• System allows party updates with reason tracking.
• System enables party record merging.
5. Assessment appeals board case management (calendar creation)
• System creates and configures hearing calendars.
• System defines calendar parameters.
• System associates hearing boards.
• System sets scheduling restrictions.
• System supports calendar overrides.
6. Assessment appeals board case management (hearing management)
• System schedules individual and batch hearings.
• System generates hearing notices.
• System tracks hearing status.
• System records hearing minutes.
• System manages exhibits.
• System tracks board member attendance and votes.
7. Assessment appeals board case management system (document handling)
• System shall maintain a secure document repository.
• System shall support multiple formats pdf, word, excel, and csv.
• System shall enable bulk scanning and indexing.
• System shall convert documents to secure format.
• System shall support document workflow.
• System shall track document status.
8. Assessment appeals board case management system (document generation)
system shall auto-generates forms and notices
• System shall support batch printing.
• System shall pre-populate case data.
• System shall generate specified templates, including appeal confirmation notices, invalid and incomplete letters, hearing notices, postponement notices, written findings, minute orders, and other required
9. assessment appeals board case management system (public access via web)
• System shall provide web browser access.
• System shall match the county website look and feels
• System shall display public calendars.
• System shall enable electronic filing.
• System shall support document uploads.
• System shall collect electronic signatures.
10. Assessment appeals board case management system (electronic filing)
• system shall guide users through state board of equalization form boe-305-ah “assessment appeals application.”
• System shall validate entries.
• System shall support required attachments.
• System shall generate confirmation numbers
• System shall apply appropriate filing dates
• System shall route for staff review
11. Assessment appeals board case management system (integration)
• System shall provide secure API
• System shall enable real-time queries
• System shall provide a bidirectional interface with county systems: assessor’s office, treasurer-tax collector and other specified systems
12. Assessment appeals board case management system (security)
• System shall implement role-based access control
• System shall encrypt data at rest and in transit
• system shall integrate with county IDP
• System shall meet county security standards
• System shall support audit logging
• System shall support single sign on (SSO)
13. assessment appeals board case management system (support)
• Provide training for all clerk of the board staff as part of the implementation and setup process, and also on an as-needed basis throughout the contract term.
• Provide support resources shall have the knowledge and skills necessary to assist in troubleshooting all components of the system.
• Provide an online self-service support portal where county staff will review support tickets, open new support issues or requests.
- Non-Mandatory Pre-Proposal Conference by Video and Teleconference Date: March 10, 2025
- Questions/Inquires Deadline: March 17, 2025