New Work Order System

The Vendor is required to provide for a new work order system (WOS) intended to streamline and manage the lifecycle of work requests.
- The system must provide robust API capabilities for integration with other platforms, comprehensive vendor management features, and a user-friendly mechanism for external parties to submit work order requests.
- The overarching goal is to improve efficiency, communication, and accountability across all stages of the work order process for internal staff, external requesters, and third-party vendors.
- Work order creation (internal): authorized internal users shall be able to create new work orders with the ability to:
• Define work order types with customizable data fields.
• Specify location, category, and priority.
• Enter a detailed description of the required work.
• Attach relevant files (e.g., images, documents).
• Assign work orders to internal teams or specific users.
• Define and track service level agreements (SLAS).
- Work order management & updates: internal users shall be able to:
• View and manage their assigned work orders through an intuitive interface.
• Update the status of work orders (e.g., new, assigned, in progress, pending vendor, on hold, completed, closed).
• Add internal notes and comments to work orders.
• Track time spent on work order tasks.
• Reassign work orders to other internal users or external vendors.
• Trigger escalation notifications based on predefined rules and SLA breaches.
- Work order completion & closure: internal users shall be able to:
• Mark work orders as completed, providing details of the resolution.
• Initiate and manage internal approval workflows for completed work orders (configurable).
• Link related work orders for better tracking and context.
• Archive and retrieve historical work order data.
- External work order portal: the system shall provide a public-facing, user-friendly web portal allowing external parties to submit work order requests. This portal must:
• Offer clear and concise forms for submitting requests, guiding users through the necessary information.
• Allow external users to track the status of their submitted work orders.
• Optionally support anonymous submissions (configurable by system administrators).
• Provide automated confirmation of successful submission with a unique tracking identifier.
• Seamlessly integrate with the internal work order creation process, automatically generating a new work order from external submissions.
• Be brand able to reflect the organization's identity.
- Contract Period/Term: 3 years
- Questions/Inquires Deadline: June 11, 2025