City-Wide Incident Management Solution

The Vendor is required to provide of an enterprise incident management solution (the “Solution”).
- Provide a centralized platform to standardize incident intake, management, and reporting across multiple service areas.
- The Solution and associated implementation services, including configuration, training, and go-live support.
- Corporate Security has also been involved in incident tracking; however, practices and tools vary significantly across departments.
- This decentralized and largely manual approach has resulted in:
• Inconsistent data capture and reporting practices
• Limited visibility across departments
• Challenges in tracking repeat incidents
• Increased administrative effort and risk of error
- The City has identified the need for a standardized, enterprise approach to incident management that improves data quality, enhances situational awareness, and supports operational decision-making by enabling consistent data capture, improved visibility across departments, appropriate access controls, and reliable tracking and reporting of incidents.
- The City strongly prefers a cloud-based, Software-as-a-Service, (the “SaaS”) enterprise incident management solution to standardize how incidents are reported, recorded, investigated, and analyzed across multiple City departments.
- The Solution should:
• Support standard integration capabilities (e.g., APIs, web services) to enable future integration with City systems.
• Be compatible with the City’s identity and access management environment, including Microsoft Entra ID for Single Sign-On.
• Be designed in a manner that does not preclude future integration with systems such as PeopleSoft, APEX, and PRCMS.
- Key challenges identified through the discovery include:
• Lack of a standardized digital intake process, resulting in inconsistent and incomplete data capture.
• Absence of a unified enterprise incident identifier and no single authoritative source of truth.
• Inconsistent evidence capture practices, reducing the quality and reliability of investigations and claims support.
• Delays and gaps in information shared with downstream stakeholders (e.g., FOI, risk management, office, and corporate security).
• Limited ability to identify repeat individuals or analyze trends across departments.
• Ongoing reliance on manual processes, creating administrative inefficiencies and risk of error.
• No clearly defined ownership or governance model for enterprise incident management.
- The Solution to support the City’s incident intake, classification, and record management processes, including the establishment of a unique enterprise incident identifier, appropriate data structures and lifecycle management.
- Configure Single Sign-On integration with the City’s Microsoft Entra ID (Azure Active Directory), and ensure the Solution complies with the City’s requirements for data residency, FIPPA, security, and accessibility.
- The Solution should be scalable to support future expansion without significant reconfiguration.
- The City will also support user acceptance testing, change management, and internal coordination for adoption.
- This includes configuring and deploying environments such as Development, Test, User Acceptance Testing (the “UAT”), Training, and Production, and defining their usage, access controls, and promotion processes.
- develop and deliver training and change management activities to support adoption of the Solution.
- This includes preparation of training strategies, plans, and materials, delivery of training to all required user groups, and ongoing support during transition.
- This includes advising on support structures, roles and responsibilities, and required capabilities to enable the City to effectively operate, maintain, and optimize the Solution.