Utility Ticket Management System

The Vendor is required to provide utility ticket management system process involves ticket assignment automation, real-time tracking, reporting and seamless integration with GIS, mapping tools, and other relevant systems.
- The system also provides automatic notification by phone for emergency requests. 
- System must streamline the process of receiving, managing, and tracking utility locate requests to ensure timely and accurate responses, regulatory compliance, and operational efficiency.
- Responsibilities
•    Design, develop and implement the utility ticket management system meeting the system requirements below. 
•    Provide ongoing maintenance and technical support, including the support and training deliverables described below, for the utility ticket management system throughout the term of these services. 
•    Provide services in a timely, professional, and cost-effective manner. 
•    Maintain regular communication with the city’s point of contact. 
•    Provide to the city the below deliverables by the dates included below.
- System requirements
1. The system shall have the following core features (as further described below):
•    An automated ticket intake form from state 811 systems
•    An automated ticket distribution system.
•    Automatic ticket assignment to locators based on predefined areas set by supervisors.
•    Real-time notifications and alerts.
•    Work order management
•    Role-based access control.
2. The system shall meet the following detailed requirements:
•    Device compatibility: the system must be fully compatible with laptops to facilitate field operations and office management.
•    Geospatial mapping:
o    Integrated mapping capabilities that allow tickets to be pinned on a map, providing a visual reference for locate requests. 
o    Live location tracking of field technicians 
o    Address autofill and validation to ensure accurate location entry using geospatial service. 
o    Routing and navigation assistance to optimize field worker routes to job sites.
•    Multi-utility support: the system must handle multiple utilities (e.g., water, gas, electric) for each ticket to streamline operations. 
•    Positive response integration: built-in functionality to send a positive response notification upon the completion of each locate request. 
•    Data reporting and analytics:
o    Custom report builder: the ability to generate detailed reports on ticket data, including metrics such as ticket volume, resolution times, completion rates, and utility type. 
o    Provide visual analytics on open tickets, SLAs, response times and workload distribution. 
o    Generate audit logs and historical data storage. 
o    Provide compliance tracking and reporting, including the ability to store and retrieve past tickets 
o    Ability to export reports in csv, pdf, or integrate with third party tools.
•    Ticket investigation tools:
o    Features to investigate and review closed tickets for quality assurance and audit purposes. 
o    Status indicators that are color coded for open, in progress, pending and closed tickets. 
o    Action buttons to edit, assign, close, reopen and escalate a ticket.
o    Ability to upload attachments including documents, images, and work orders.
•    Emergency notification system: automated phone call alerts for emergency tickets, ensuring immediate action outside regular business hours. 
•    Unified user interface:
o    A dashboard that consolidates the ticket list, map, and ticket details onto a single screen for enhanced usability. 
o    Customizable dashboards and analytics. 
o    Filter and search options. 
o    Ability to select multiple tickets for mass updates or assignments or other bulk actions. 
o    Real-time auto update ticket status without manual refresh. 
o    System includes auto-save of drafts to prevent loss of entered date before submission.
•    Communication and collaboration tools
o    Provides real-time alerts and notifications of new tickets, status changes, or assigned tasks via email, SMS and in-app alerts. 
o    Includes a comments and notes section to log internal notes and ticket updates. 
o    Provides automated status updates and response tracking to customers and stakeholders. 
o    Internal chat function for quick coordination.
•    User and role management
o    Provide secure user access with role-based permissions. 
o    Provide user profile settings that allow users to manage preferences, notifications, and contact info. 
o    Provide audit logs and activity tracking to monitor changes and user actions.
•    Performance requirements
o    Reliability: the system must operate without interruption and handle high volumes of tickets efficiently. 
o    Scalability: the system must accommodate future expansion in terms of users and additional utility types. 
o    Security: all ticket data must be protected with robust security measures to prevent unauthorized access.
•    Integration requirements
o    Compatibility with laptops and existing GIS platforms include ArcGIS by ESRI, asset management systems and workforce management tools. 
o    API availability for third party integrations. 
o    Cloud-based and on-premises deployment options.