Ticketing System

The Vendor is required to provide to a miss dig 811 ticket management system.
- Deliver, configure, integrate and support a software solution which provides the ability for commission Staff to electronically manage miss dig 811 tickets for up to 10 users with an expected volume of 75,000 to 100,000 tickets per calendar year.
- Services should include ticket management for county commission as an asset owner as well as commission legal agent representation for 17 county cities, villages and towns (CVTs).
- Providers of IT solutions, products and services with a proven, demonstrable record of successful implementations.
- System Include:
•    System supports these business objectives as well as highlight the realizable tangible and intangible benefits County could expect to gain from selecting their solution.
•    Solutions must be pre-packaged or bundled as complete implemented solutions with associated pricing.
•    System must support integration with Esri ArcGIS base maps and map layers for real-time map updates.
•    System must visually prioritize emergency tickets at the highest level on a dashboard.
•    System must visually prioritize overdue tickets on a dashboard.
•    Admin users must be able to assign tickets to locator users.
•    System must allow for auto-closure and positive response back to miss dig of tickets based on keywords and pre-defined rules.
•    System must have pc, tablet and phone (iOS and android) access.
•    System must be cloud based with software-as-a-service (SaaS).
•    System must allow ticket updates to be saved if in offline mode.
•    System must automatically apply offline updates when connectivity is restored.
•    System must allow for multiple roles and access to be set up.
•    System must send email and text messages to designated groups or users for emergency tickets during off hours.
•    System must allow for admins to configure out of hours dates and times.
•    System must allow for automatic routing of tickets for assigned locators, based on team and/or assigned region.
•    System must have customizable report generation capabilities.
•    System must be able to export searches and reports to a pdf, csv or XLS format.
•    Admin users must be able to configure alerts, text messages, and hours of operation.
•    Admins must be able to view change logs on all tickets.
•    System must retain all tickets and records for a minimum of seven years.
•    System must be able to report on county tickets and individual cities, villages, and townships (CVTS) that we are agents for.
•    Supplier must have technical support available to county team; preference to 24x7.
•    System must allow admin and locators to add internal (county facing) or external notes (excavator facing) to the ticket.
•    System must be able to combine a ticket for multiple CVTS into a single transmission.  
•    System should allow for tracking and documenting damage investigations.
•    System should be able to specify polygons on Esri ArcGIS maps.
•    Tickets should be color coded depending on priority.
•    Design tickets (long term project tickets) need to go to the engineering dept.
•    System should allow locators to take and attach site photos to the ticket via a native app for tablets and phones (iOS and android).
•    System shall not require photos to take up local storage space on phones or tablets.

- Contract Period/Term: 5 years
- Optional Pre-Bid Conference Call Date: July 28, 2025
- Questions/Inquires Deadline: August 11, 2025