5-2.0 Scope of Work 2026.docx

Section Title: Mandatory Minimum Requirements/Qualifications (Pass/Fail Criteria).

Offerors must provide the required evidence and/or documentation/narratives demonstrating compliance with the stated Mandatory Minimum Requirements/Qualifications. An Offeror’s failure to meet any one of the mandatory requirements will result in the proposal being classified as non-responsive and will be rejected under the provisions of the Utah Procurement Code.

Offerors must provide sufficient evidence and/or documentation demonstrating that the Offeror is compliant with the following Mandatory Minimum Requirements:

Pass/Fail

2. Administrative & User Management

3. Public-Facing Interface & Workflow

Provide a functional demonstration (e.g., product tour, screenshots, or access to a demo environment) showcasing a mobile-responsive, ad-free interface and the automated notification system for request status updates. Have the ability for UDOT to include logos throughout the application. See Live Demo Section

Pass/Fail

Introductory Paragraph:

The Utah Department of Transportation (UDOT) is looking for a software solution that enables the public to report problems they encounter while using Utah’s transportation system. The software should have several different common service request types, including traffic signal timing, potholes, damaged signs, and litter cleanup. The public-facing interface should allow reporters to pinpoint exact locations on a map, provide a description, upload an image if applicable, and answer predetermined secondary questions like direction of travel and time of day. It should be simple to use and include an ad-free UDOT branded smartphone app and website widget. It should include a notification process in which the submitter, and any member of the public or UDOT who opts in, is alerted that the request is acknowledged, when it is being actively addressed and when it has been resolved. As well as the ability to establish role preferences that can be enabled or disabled for categories or request types, for example the ability to limit or block re-opens, comments by anonymous users, etc.

Specific Components Requested in Scope of Work:

The system should incorporate GIS data to distinguish between road jurisdictions and notify public users when a reported issue falls outside of UDOT’s jurisdiction so they can be directed to the appropriate authority.

It should also include an admin console with unlimited user accounts for authorized Department employees. The system should allow UDOT to create service request categories and secondary questions associated with these certain requests. It should also have the ability to create and store canned messages for employees to use when updating public submitters. UDOT administrators and users will be able to manage submissions including assigning to the appropriate employee, responding to the submitter, adding internal-only comments with the ability to tag fellow users, and combining duplicate submissions.

In addition to the above manual processes the system should also provide an alternative for automatic management, like automatically assigning certain requests to certain users based on the request category or geographic location and providing automatic responses on certain request types. To help assure that requests are being handled efficiently the system should include ways to categorize submissions and the ability to set internal goals. UDOT will also need the ability to create service requests that come in via other mediums like telephone and email.

The “backend” tool should also provide a dashboard as well as access to the data so that it can be utilized in any manner UDOT determines. The tool should also include a map interface that employees can utilize to view data and service requests based on geography. In addition to accessing the data using the provided “backend” tool, UDOT would also like access to the data using an API. The data obtained via the API should include all of the details submitted by the user. The software should provide different internal user types so that UDOT can select which employees have access to post comments visible to the public. Finally, the backend system should also have reporting capabilities to be able to export, view, and if at all possible schedule periodic reports for maintaining consistent handling.

The software must be intuitive and easy to navigate with a mobile-responsive design that delivers a seamless experience across devices including smartphones and tablets. It also needs to conform to WCAG 2.1 Level AA standard and comply with the State of Utah's digital accessibility requirements.

If possible, ability to connect to existing State of Utah Qualtrics surveys either as a pop up or embedded on the page of the user platform both via web and application. As well as the ability to support State of Utah Google Analytics data for site visits, users, time spent on site, and any abandon rates or other available data points.

The software solution will need to provide support to the Department when problems arise with the tool and training on any system upgrades, including support or ability to archive or close activity on certain requests or user profiles, if requested.