Website and Mobile App Replacement Services

The Vendor is required to provide a new, mobile-first website solution and a new service request management solution that together modernizes and unifies the city’s digital presence under a single, cohesive brand.
- The new website must present a seamless experience for residents, businesses, and developers, allowing users to move between city department services without encountering external looking systems, inconsistent interfaces, or disconnected branding.
- Website serves as its primary communications and engagement platform for residents, businesses, and visitors.
- Requirement:
1. Project management and implementation
•    Provide full project management from discovery through launch
•    Assign a dedicated project manager as the primary point of contact
•    Conduct stakeholder engagement and requirements gathering
•    Develop and manage a detailed project plan and timeline
•    Coordinate design, development, testing, training, and deployment
•    Provide post-launch support and stabilization
2. Website platform, design, and content management
•    Deliver a modern, CMS-based website platform
•    Provide custom, user-centered UX/UI design (not a stock template)
•    Ensure mobile-first, fully responsive design
•    Migrate content from the existing website
•    Support multilingual content
•    Optimize for performance and search engine visibility
•    Ensure compliance with WCAG 2.1 aa accessibility standards
•    Align with city branding and visual standard
3. Communications, news, and public information
•    Provide native functionality for:
o    News articles
o    Announcements
o    Press releases
o    Public notices
•    Enable categorization and tagging by department, topic, or audience
•    Support featured, pinned, and priority content
•    Allow scheduled publishing and automatic expiration
•    Display news dynamically across multiple pages
•    Provide RSS feeds and content syndication
•    Support a unified calendar for city events, meetings, and holidays, allowing events to be updated once and automatically published across the city website without duplicate data entry.
4. Notifications, alerts, and subscriptions
A. The solution must support multi-channel resident notifications, including:
•    Email notifications
•    SMS and text message notifications
•    Optional push notifications
B. Notification capabilities must include:
•    Subscription management by topic, department, or content type
•    Ability to trigger notifications for news, announcements, service request updates, emergency alerts, and campaigns
•    Customizable, visually appealing notification templates, including:
o    Branded layouts
o    Images, logos, and icons
o    Structured formatting (headlines, sections, links)
o    Mobile-optimized designs
•    Support for html-based email templates (not plain-text only)
•    Ability for communications staff to manage and update templates without developer support
•    Integration with third-party notification platforms, if applicable
5. Homepage, campaign, and emergency communications
•    Provide flexible homepage and landing page management
•    Allow communications staff to update homepage content without technical assistance
•    Support promotional campaigns and featured initiatives
•    Provide emergency and crisis communication capabilities, including:
o    Alert banners or site-wide notifications
o    Homepage takeovers or priority messaging
o    Rapid publishing workflows
•    Ensure emergency messaging is highly visible and mobile-friendly
6. Enterprise-wide departmental and third-party integration
•    Support integration with third-party, public-facing systems used by city departments
•    Allow third-party applications, portals, forms, and media to be embedded directly within the city website
•    Maintain consistent city branding, navigation, and user experience across embedded systems
•    Ensure embedded content is responsive and accessible
•    Securely manage authentication and user sessions
7. Service request and “report an issue” system
•    Allow residents to submit issues such as potholes, graffiti, sidewalk damage, and streetlight outages
•    Support photo, video, and location-based submissions
•    Allow anonymous submissions and optional user accounts
•    Enable request tracking, notifications, and status updates
•    Provide configurable workflows by department or issue type
•    Provide configurable, city-defined request statuses, including the ability to distinguish between resolved, referred, escalated, or otherwise closed outcomes
•    Allow staff to define and manage canned responses, message templates, and selectable communication options for consistent and efficient public communication.
•    Offer administrative dashboards and reporting
•    Support GIS and map-based visualization
•    Integrate with other work order, asset management, or case management systems
8. Mobile experience
•    Deliver a mobile experience that complements the website
•    Clearly describe whether the solution includes:
o    Responsive website only
o    Progressive web application (PWA)
o    Native mobile application
•    Explain how the mobile experience enhances functionality rather than duplicating the website
•    Ensure consistent branding and usability across devices
•    Address long-term maintenance and updates
9. Integration, APIs, and authentication
•    Provide secure, well-documented APIs
•    Support integration with existing and future enterprise systems
•    Support single sign-on (SSO) using SAML 2.0 across all applicable components
•    Integrate with the city’s identity provider
•    Support role-based access control
•    Minimize vendor lock-in and support future extensibility
10. AI and Chatbot capabilities (future-ready)
•    Support AI-driven features such as Chatbot assistance, AI-assisted service request intake, and intelligent search
•    Clearly describe current capabilities and future roadmap
•    Address data privacy, governance, and ethical considerations
11. Ongoing design, UX, and web support services
A. These services may include, but are not limited to:
•    Designing new pages or layouts as city needs evolve
•    Assisting with visual design for new content, initiatives, or departments
•    Periodic website refreshes or redesigns
•    UX recommendations and usability improvements
•    Assistance with accessibility updates related to design changes
•    Support for campaign pages, microsites, or special initiatives
B. Vendors must describe:
•    Available support models (e.g., hourly, retainer, or service packages)
•    Typical response times and availability
•    How design and UX requests are submitted, prioritized, and completed.