The Vendor is required to provide to custom build or provide a software as a service (SaaS) disaster recovery housing case management solution.
- Provide a secure, cloud based Case Management System (CMS) to support the administration of disaster recovery programs.
- The system presently stores approximately 2,000 CDBG-DR applications, of which 580 applications are actively being processed.
- Canopy has served as the primary system of record for the Programs.
- The platform captures and maintains key components of applicant files, including intake data, eligibility reviews, and duplication of benefits analysis, household income verifications, award determinations, and inspection results.
- It has also served as a central document repository, housing program applications, supporting documentation, and all correspondence associated with each applicant’s file.
- Each application is reviewed for eligibility and supported by required documentation. At this time, approximately 265 application documents related to the Own a Lot Program must be migrated to the new Case Management System.
- The software solution must be able to identify deficiencies and provide intuitive resolutions from the beginning of the term as well as strategically expand functionality over the life of the contract.
- Integration & Data Migration
• Interface with application software’s such as Microsoft Office Suite and SharePoint.
• Integrate with existing external and internal databases such as ClickUp and Kahua.
• Provide or integrate a reliable calendar system that enables users to schedule, track, and communicate appointments and deadlines.
• Offer built-in communication tools such as emails and messaging capabilities, allowing users to send and receive messages on a given case record.
• Migrating all raw data from SharePoint into the new CMS in order to replicate previously documented information in Canopy.
• Have the capacity to retrieve a transfer of roughly 100,000 existing documents from SharePoint to the new CMS. Respondents are expected to provide any limits or restrictions on document storage capacity.
• Must agree that ODR will own all data related to the services provided.
- Technical and Administrative
• Provide all Software licenses to support the Solution for the duration of the contract term. Total users are estimated to be 20, but can increase over time. Any cost adjustments must be listed.
• Be equipped with a secure backup recovery process to retrieve all program components and data housed in the system within 24 hours, including but not limited to: data, documents, queries, etc.
• Assure minimal downtime with no more than 24 hours’ time lapse of system interruption.
• Regularly provided technical support, maintenance, and system issue resolution.
• Include administrative tools for ODR to manage user access and permissions without vendor intervention.
• Include role-based access control with customizable permission levels.
• Provide training materials, including user guides and visual aids.
• Provide weekly project status reports to the ODR beginning ten (10) days following project kick-off. Weekly project status reports will minimally include brief comments on overall project progress, project milestones with progress and next steps, project issues with recommended solutions, and project risks with mitigation steps.
- Primary Functions
• Automated workflows that allow program staff to manage individual applications through various program steps, including timestamps of each activity.
• Easily configure and customize fields, reports, and workflows to meet evolving program requirements.
• Be able to perform automated back-end calculations for multiple program procedures, including award calculations, income calculations, and relocation calculations, and accurately display resulting values within the front-end user interface.
• Provide language translation to include translation of user interface, templates, and documents.
• Upload, store, and secure a large volume of documents per case record to support eligibility and income determinations, award calculations, business records, and all case-related documents.
• Must provide document preview capability. Proposals must outline the solution's accepted document file formats.
• House, update, and generate standardized templates within CMS; documents must be searchable, indexed, and organized using a consistent naming convention and version control.
• Provide clear and structured mechanisms to log, track, and search for all communication regarding the application, including interactions, whether verbal, written or in person, meeting schedules, and determinations made.
• Provide task and action-due notifications in the system or through integrated email.
• Include an escalation feature for overdue tasks or action items based on a defined time frame.
• Export data into Excel and CSV files for interpretation, manipulation and analysis of individual case file data.
• Configure user-friendly, illustrative dashboards and incorporate key performance indicators (KPI’s), performance metrics, and analytic tools to forecast outcomes and trends.
• Capability to present a minimum of twenty (20) distinct data fields within a single record or page view associated with each defined program step.
• Include a client-facing portal for applicants to securely access, view, and transmit information to the program.
• Support automated applicant communications, including letters and SMS text messages based on system-defined triggers. The system shall allow communications to be targeted using specific identifiers, program status or application attributes.
- Contract Period/Term: 1 year
- Virtual Pre-Proposal Conference Date: December 29, 2025
- Questions/Inquires Deadline: January 7, 2026
