Locate Ticket Management System

The Vendor is required to provide a fully web-based Locate Ticket Management System (LTMS).
- This system will serve as a centralized platform to facilitate the tracking, monitoring, and management of utility locates and related activities.
- Cloud Architecture
•    Must be a fully web-based commercial off-the-shelf (COTS) solution, accessible across desktop, laptop, tablet, and smartphone (android and iOS) devices. 
•    Multi-factor authentication is required.
•    Must be entirely web-based and does not require the installation of any software on end-user machines.
•    Offline functionality must be included for mobile use in areas with limited internet access.
•    Must ensure high availability and redundancy, meeting a minimum 99.9% uptime over a 30-day period, with no more than 8.77 hours of unplanned annual downtime.
•    Must support the latest versions of Microsoft edge, Firefox and google chrome.
•    Must offer responsive design or equivalent to ensure optimal usability across device screen sizes.
- Security and compliance
•    Must support role-based access control (RBAC) with user-level permission settings. 
•    Generic or shared accounts are not permitted. 
•    Integration with Microsoft Entra id is preferred.
•    Must be SOC 2 certified or have equivalent third-party security accreditations.
•    Must perform an annual comprehensive penetration test of their cloud-hosted application-covering both authenticated and unauthenticated access, aligned with industry standards such as the agency top 10, and must provide a detailed report including findings, severity ratings, remediation recommendations, and mandatory proof of results (e.g., evidence of vulnerabilities, signed attestation of test completion, and proof-of-concept artifacts).
•    Support for multi-factor authentication (MFA) and single sign-on (SSO) is preferred.
•    Must include comprehensive logging of all access and system changes for auditing and incident tracking.
- System integrations
•    Must support open application programming interfaces (APIS).
•    Must integrate with the state one call system to receive all ticket types.
•    Must support state one call’s 360 feedback program, including automatic status updates and field population using cloud-managed data?
•    Must integrate with Esri ArcGIS web services (e.g., base maps, infrastructure layers) to view and action locate requests. specifically, the system must support:
1.    ArcGIS rest and/or agency-compliant protocols (e.g., WMS, WMTS, feature services);
2.    Configurable ArcGIS service endpoints;
3.    Token-based or enterprise authentication for secured services;
4.    Interactive mapping with capabilities such as layer visibility, spatial queries, and feature identification.
- Data retention & backup
•    Must retain completed locate records in accordance with the region’s 7-year retention policy and must be able to export this information in a structured data format (Microsoft excel, SQL server backup, etc.).
- Ticket management
•    Must support multiple state one call station codes;
•    Must route tickets to LSPS and internal staff;
•    Must support the capability to view region's infrastructure layers (water, sanitary sewer, and storm sewer) in the ticket management system and customize future utility layers;
•    Must assign tickets based on geographic zones, business rules, and priority levels;
•    Must display assigned/unassigned tickets in both map and list formats;
•    Must support auto-clear functionality based on rules related to depth, work type, and dig area;
•    Must identify high-risk infrastructure and route such tickets for secondary review prior to processing;
•    Must include a custom drawing tool with locate sketch templates and utility line
•    Must support image capture, document attachments and markup of the locate area on GIS layers and locator photos;
•    Must allow sketching in offline mode, with the ability to resume upon internet reconnection;
•    Must have the ability to send completed locates to locate requestors by email
•    Must provide access to previously completed locates and response documentation for reference, resubmission to the requestor, damage investigation, or freedom of information requests
•    Inclusive of 24/7 remote system support before and after implementation.

- Contract Period/Term: 1 year
- Questions/Inquires Deadline: August 14, 2025