Mobile Workforce Management Platform

The Vendor is required to provide to perform a comprehensive Mobile Workforce Management (MWM) strategy and technology assessment.
- This engagement is to evaluate agency current mobile field service environment, identify functional and technical requirements, assess operational gaps, evaluate available technology options, and develop procurement-ready materials to support a future Mobile Workforce Management replacement.
- This engagement is limited to assessment, requirements development, technology selection support, and procurement assistance. It does not include implementation of a replacement Mobile Workforce Management platform.
- This assessment will not be eligible to participate as an implementation partner, reseller, system integrator, or prime contractor in any future Mobile Workforce Management implementation resulting from this assessment.
- Strategy Objectives
• Obtain an objective assessment of current and future field operations, dispatch, scheduling, appointment management, and mobile workforce workflows.
• Identify functional, operational, technical, and support gaps in the current mobile workforce management environment.
• Confirm requirements for customer appointment booking, scheduling, confirmation, and related customer communication functionality.
• Capture functional and technical requirements to support development of a future software procurement proposal.
• Capture enterprise-wide requirements from a business process and enterprise asset management perspective.
• Ensure the assessment addresses current and future departmental needs, including departments not currently using the existing platform.
• Evaluate the mobile workforce management technology vendor landscape.
• Identify leading mobile workforce management platforms and assess alignment with agency operational and technical needs.
• Develop a phased modernization roadmap, including cost, implementation, support, and organizational readiness considerations.
• Provide procurement-ready recommendations to support a future mobile workforce Management replacement.
- The assessment scope shall include, but is not limited to, the following:
• Document and assess current-state field operations, including dispatch, scheduling, appointments, field mobility, and mobile workforce workflows.
• Evaluate current system usage, user adoption, training practices, support processes, and operational pain points.
• Identify additional operational areas or departments that may benefit from mobile workforce
• Management capabilities.
• Provide recommendations for potential future departmental inclusion.
• Conduct a gap analysis comparing current-state capabilities and requirements against leading industry practices and modern mobile workforce management workflows.
• Assess integration impacts and dependencies across enterprise systems.
• Identify operational, technical, organizational, and procurement risks.
• Recommend mitigation strategies for identified risks.
• Develop future-state deployment options and strategic recommendations.
• Provide recommendations on the internal support model agency would need to sustainably operate and evolve a future mobile workforce management platform.
- The functional assessment shall include, but is not limited to:
• Plant maintenance and service order lifecycle management.
• Crew scheduling, dispatch practices, and automated scheduling workflows.
• Route optimization and mapping capabilities.
• Geographic-based worker deployment and territory management.
• Customer appointment booking, scheduling, confirmation, and rescheduling workflows.
• Asset, location, and work history visibility.
• Field data capture, inspections, forms, and mobile documentation.
• Supervisor and dispatcher oversight.
• Reporting, analytics, operational dashboards, and performance metrics.
• Device, equipment, and mobile user experience.
• Emergency response and priority work order management, including main break response and after-hours dispatch.
• Parts, materials, and inventory management integration to support field crew operations.
• Contractor and third-party workforce management, including access controls and work order visibility.
• Customer notification and communication capabilities tied to field activity and appointment status.
• Alignment with broader enterprise modernization and digital transformation initiatives.
• Enterprise asset management requirements across current and future departments.