Incident Response Management System

The vendor is required to provide incident response management system (IRMS) to support after-hours call handling, incident triage, citizen engagement, field response coordination, documentation, reporting and analytics.
- IRMS requirements
•    Provide live call handling for overflow during normal hours and all afterhours calls. 
•    The system must collect caller information and use an automated triage algorithm to route incidents to the appropriate on-call city staff. 
•    Citizen engagement portal with the ability to provide a link to a citizen who calls in, giving them the opportunity to confirm reported information, provide additional information, submit photographs, provide customer feedback and track the response process. 
•    An interface where an external stakeholder, such as a citizen, can submit information regarding their incident, such as photos and a description.
o    The description should be analyzed automatically by algorithm to determine the type of and severity of incident and whether it is the city’s responsibility.
•    Provides objective documentation of response activities, including:
o    Crew arrival and departure timestamps
o    Crew arrival and departure location validation
o    Crew communication with customers including text and phone call
•    Provides access to detailed customer information for each incident response, including:
o    Responding crew members
o    Arrival and departure timestamps gathered automatically through the use of GPS via mobile device.
o    Response timeline
o    Resident information
o    Citizen direct communication
•    Provides response data analytics, including:
o    Baseline overall response performance
o    User specific response performance
o    Call responsiveness during team formation
o    Daily incident distribution for resource allocation
o    Heatmap by incident
•    Incident association identifying related incidents as an “event”, giving city employees access to communicate with citizens to provide response timeline, estimated time of arrival, and estimated time that service will be restored.
o    Engagement with citizen should be through both IVR (interactive voice response) or similar, and opt-in text messages.
•    Integration with existing customer information systems and work order management systems, including main star and Esri arc GIS. 
•    Provides incident creation interface for use by managers, customer service, or admin staff. 
•    Easily review, search, and query all incidents via customized dashboard. 
•    Export standard incident reports designed for internal and external stakeholders. 
•    Reports should be in a standard, non-proprietary, file format, such as a PDF, TIF, XLS, or CSV format. 
•    Cloud based solution is preferred. 
•    Installation, staff training, and integration services must be included. 
•    Ongoing staff support and maintenance. 
•    Full live implementation within 45 days of notice to proceed.

- Contract Period/Term: 1 year
- Questions/Inquires Deadline: October 2, 2025