Web Based Ticket Management Solution

The Vendor is required to provide for the purchase, installation, and implementation of a web-based (off-premises) one-call ticket handling solution for underground damage prevention for the city.
- Comprehensive solution to manage and track one call locate requests from the initial work order ticket through the positive response back to the call center.
- Required features include:
•    Automatic ticket processing:
o    The system must automatically receive and deliver incoming tickets to designated outputs such as printers, email, fax, or web services.
•    Customizable geographic areas:
o    The solution should allow for the creation of customizable polygonal areas to assign tickets to specific field locators’ quadrants.
•    Dynamic routing rules:
o    Customizable rules for automatic ticket routing and dispatching to field members must be implemented to streamline operations.
•    Autosuggestion of related work items:
o    The system should provide an auto-suggest feature that identifies and recommends nearby related work items for each user.
•    Third-party software integration:
o    Integration options with third-party software such as cityworks and gis mapping interfaces must be included to facilitate interoperability with city ArcGIS and work order software.
•    Spatial data utilization:
o    The solution must be capable of consuming city-provided spatial data and imagery to enhance ticket management.
•    Field documentation capabilities:
o    The ability to capture and document tickets with photos and videos taken from the field, with storage on an off-premises server, is required.
•    Utility integration:
o    Integration with existing utility work processes, including water system and lighting signal, must be supported.
•    Advanced search functionality:
o    A search function should be available to retrieve tickets based on various criteria, including GIS polygon searches.
•    Route scheduling and optimization:
o    The system must allow for programmatic scheduling and optimization of routes, with options for manual overrides.
•    Comprehensive reporting tools:
o    Reporting tools must be included to provide metrics on overall ticket status, completion rates, and performance measures.
•    Device compatibility:
o    The software should be device and OS agnostic, ensuring availability from any device.
•    User management:
o    Options to add, change, and delete user accounts must be included for effective user management.
•    Data security:
o    Robust data security measures must be implemented to protect sensitive information.
•    Uptime and reliability metrics:
o    The solution should deliver metrics on uptime, reliability, and availability to ensure high availability for users.
•    Off-premise accessibility:
o    The solution must be an off-premise solution available over the internet, providing real-time access to stakeholders in the field.
•    Scalability:
o    The system should offer scalable solutions for managing ticket assignments, accommodating many-to-one and one-to-many assignments.
•    Automated response capabilities:
o    The ability to send automated positive responses back to the call center must be included.
•    Compliance with public act 174:
o    The solution must meet “positive response” requirements through public act 174, enabling real-time responses from the field.
•    Configuration management:
o    City staff should have the ability to modify configuration settings as needed.
•    Auto-assignment of tickets:
o    The system must support the auto-assignment of tickets to streamline operations.
•    Modification of closed tickets:
o    City staff should have the ability to modify closed tickets if necessary.
•    Cost-efficient route planning:
o    The solution should provide route planning capabilities that enhance cost efficiency for field staff.

- Contract Period/Term: 1 year
- Questions/Inquires Deadline: October 23, 2025