Incident Response Management System.pdf

CITY OF SANTA PAULA

REQUEST FOR PROPOSALS

Incident Response Management System

Public Works – Water Division

Table of Contents

Contents

I. NOTICE TO PROPOSERS 1

A. Summary/Introduction 1

B. Schedule/Deadlines 1

C. Submitting the Proposal 1

D. Contact Information 2

E. Inquiries, Clarification & Exceptions 2

F. Presentations 3

G. Acceptance/Rejection/Withdrawal of Proposals 3

H. Terms of Contract 4

I. Cancellation/Termination of Contract 4

J. Evaluation Process and Scoring 4

K. Insurance and Indemnification Requirements 5

II. SCOPE OF SERVICES 5

A. Project 5

B. Project Requirements 5

C. Cost and Payment 6

III. REQUIRED INFORMATION 6

A. Proposal Format 6

B. Cover Letter 7

C. Basic Qualifications of the Firm 7

D. Experience and Technical Competence 7 i ii

IV. FORMS 8

AFFIDAVIT 8

CHECKLIST 9

ORDERS/BILLINGCONTACT 10

LICENSES AND PROFESSIONAL REGISTRATION 10

PRIOR WORK 11

WORKEXPERIENCE 11

KEYY PROJECT PERSONNEL INFORMATION 11

JUDGEMENTS AND CLAIMS 12

DISPUTES REGARDING LIENS 12

LEGALINFRACTIONS 12

REFERENCES 13

REFERENCES (CONTINUED) 14

INSURANCEREQUIREMENTS [MUST BE SUBMITTED WITH BID] 15

COST PROPOSAL SHEET [MUST BE SUBMITTED WITH BID] 16

I. NOTICE TO PROPOSERS

A. Summary/Introduction The City of Santa Paula is soliciting proposals from qualified firms or individuals to provide a web-based software system to handle customer grievances, after-hours calls, employee dispatch and event triage for the City’s Public Works Department.

The City of Santa Paula is located in Ventura County, California and covers an area of approximately 5.4 square miles. The City’s Public Works Department operates a public water system that serves approximately 32,000 residents across 8,300 residential, commercial, and industrial service connections.

Deliver proposals no later than the due time and date indicated below. The City will reject late proposals:

B. Schedule/Deadlines

Issue Date: September 22, 2025 Questions Due Date: October 2, 2025 3:00 PM PDT Due Date: October 9, 2025. 3:30 PM PDT

C. Submitting the Proposal

Submit all required documentation in separate, sealed envelopes. Each envelope should be clearly marked as to the contents. Hardcopy proposals typed and securely bound on 8.5 by 11-inch paper, otherwise identical to the electronic version. Please submit the following items:

A. Form A: Signature Affidavit: Three Copies B. Form B: Receipt of Forms and Checklist C. Form C: Vendor Profile and Qualifications D. Form D: Copies of References: Three Copies E. Form E: Insurance and Indemnification: Three copies F. Form F: Fee Schedule: Three Copies G. Section III Required Information: Three Copies

All proposal costs are the expense of the proposer. The City will not consider illegible proposals. Elaborate proposals beyond that sufficient to present a complete and effective proposal, are not necessary or desired.

Submit three (1) original and three (3) copies of the entire proposal package, including Forms A–F to the City of Santa Paula Clerk’s Office by:

October 9, 2025, 3 :00 PM PDT.

All proposals shall be clearly labeled:

Proposer’s Name and Address Request for Proposal (RFP) Title: Incident Response Management System Contract Services Due: October 9, 2025 3:30 PM PDT

All email correspondence shall include RFP title in the subject line.

Deliver hard copies to: City of Santa Paula Clerk’s Office 970 Ventura Street Santa Paula, CA 93060.

Proposals shall be delivered as instructed. Deliveries to other City departments and/or locations may result in disqualification. Please note that when mailing your response via a third-party delivery service, the outside of the packaging shall be clearly marked with the RFP name. This ensures that the bid shall be delivered to the correct purchasing agent without having to open the bid.

D. Contact Information

The City of Santa Paula Water Division is the procuring agency:

J. Frank Ramirez-Almazan, Water Operations Superintendent City of Santa Paula Public Works 866 East Main Street Santa Paula, CA 93060 Phone: (805) 933-5680 Jalmazan@spcity.org

Questions regarding this proposal shall be sent via email

E. Inquiries, Clarification & Exceptions

Proposers are to raise any questions they have about the RFP document without delay. Direct all questions, via email, to the contact listed above in section D.

Proposers finding any significant ambiguity, error, conflict, discrepancy, omission, or other deficiency in this RFP document shall immediately notify the City and request clarification.

Proposals should be as responsive as possible to the provisions stated herein. A prospective vendor may take “exception” to bid terms, conditions, specifications and dates stated within the bid package. However, the City of Santa Paula reserves the right to disqualify any and all bids submitted which include exceptions, if deemed not in the City’s best interests.

F. Presentations

Live or Remote presentations may be requested at the discretion of the City to showcase:

1. Software Functionality: Describe in detail the core functionality available in the proposed software application in relation to the requirements set forth in the RFP.

2. Software Addons: Describe any additional addons or modules that are available as part of the software application.

3. Implementation: Describe in detail the implementation plan, timeline, deliverables, milestones, knowledge transfer, and post implementation handoff.

4. Integrations: Describe integrations that the software has with other 3rd party software applications, specifically ones in use currently by the City.

Describe the technical detail of how the integration process works (API, REST services, flat file exchange, etc.)

5. Upgrades: Describe the intervals of new releases or upgrades to the existing application.

6. Maintenance: Describe how often the software application is unavailable due to schedule maintenance windows. Include days/times including time zone of scheduled maintenance windows.

7. Hosting: Explain where the software is hosted (private cloud or public cloud) and the terms of the service level agreement. Describe the average uptime of the service and any credits available to the city should the software not be available for a duration of time.

8. Requirement from City Staff: Describe in detail the level of effort required from City staff as part of the overall project.

9. Support: Describe the level of support provided and methods in which staff can contact support for assistance.

G. Acceptance/Rejection/Withdrawal of Proposals

The City reserves the right to accept or reject any or all proposals submitted, in whole or in part, and to waive any informalities or technicalities, which at the City’s discretion is determined to be in the best interests of the City. Further, the City makes no representations that a contract will be awarded to any proposer responding to this request. The City expressly reserves the right to reject any and all proposals responding to this invitation without indicating any reasons for such rejection(s).

H. Terms of Contract

1. Contract Term – The term of the contract shall be for one (1) year, commencing upon the City’s issuance of the Notice to Proceed. All implementation, training, and system launch activities shall be completed within forty-five (45) days of the Notice to Proceed, unless otherwise agreed upon in writing.

2. Option to Extend – The City of Santa Paula reserves the right to extend the contract for one (1) year, upon the same or more favorable terms and conditions, and under mutual agreement of both parties.

3. The City reserves the right to discontinue the contract’s remaining option year and may elect to re-advertise the contract in whole or in part when changes in prices are not mutually acceptable between the contractor and the City.

4. Any and all changes to the contract terms and conditions shall be evidenced in writing by amending/modifying the contract.

5. Subcontracting Regulations – Successful vendor(s) will not be permitted to sublet, sell, transfer, assign or otherwise dispose of the contract or any portion therein, or its right, title or interest in, to any person, vendor or corporation.

I. Cancellation/Termination of Contract

The City of Santa Paula may terminate the contract at any time at its sole discretion by delivering ten (10) days written notice to the contractor. Upon termination, the agency’s liability will be limited to the pro rata cost of the services performed as of the date of termination plus expenses incurred with the prior written approval of the agency. In the event that the contractor terminates the contract, for any reason whatsoever, it will refund to the agency within 30 days of said termination, all payments made hereunder by the agency to the contractor for work not completed or not accepted by the agency. Such termination will require written notice to that effect to be delivered by the contractor to the agency not less than 30 days prior to said termination.

J. Evaluation Process and Scoring

Proposals will be reviewed by the Evaluation Panel. A staff member, as designated by the Public Works Director, will oversee the evaluation process to ensure fairness.

The City will review each proposal item separately and may award separate agreements for each proposal item separately. Where a single proposer has been selected for multiple items, a single Agreement will be executed between the City and the prospective supplier.

Each proposal will be evaluated as described below and assigned an overall score.

Incident Response Management System Point Weight Qualifications & Relevant Experience 50 Completeness of Functionality 50

TOTAL 100

K. Insurance and Indemnification Requirements

Insurance coverage shall be in place prior to commencing work and shall remain in force for the length of time that is specified in the contract. See Form E for requirements.

II. SCOPE OF SERVICES

A. Project

The City of Santa Paula (City) is requesting proposals from qualified firms to provide a cloud-based Incident Response Management System (IRMS) to support after-hours call handling, incident triage, citizen engagement, field response coordination, documentation, reporting and analytics.

The initial term of the agreement shall be for one (1) year, with an option to extend upon mutual agreement.

B. Project Requirements

The selected vendor’s software shall provide a turnkey cloud-based Incident Response Management System with the following features:

1. Provide live call handling for overflow during normal hours and all after-hours calls. The system must collect caller information and use an automated triage algorithm to route incidents to the appropriate on-call City staff.

2. Citizen engagement portal with the ability to provide a link to a citizen who calls in, giving them the opportunity to confirm reported information, provide additional information, submit photographs, provide customer feedback and track the response process.

3. An interface where an external stakeholder, such as a citizen, can submit information regarding their incident, such as photos and a description.

a. The description should be analyzed automatically by algorithm to determine the type of and severity of incident and whether it is the City’s responsibility.

4. Provides objective documentation of response activities, including:

a. Crew arrival and departure timestamps

b. Crew arrival and departure location validation

c. Crew communication with customers including text and phone call

5. Provides access to detailed customer information for each incident response, including:

a. Responding crew members

b. Location validation

i. Arrival and departure timestamps gathered automatically through the use of GPS via mobile device

c. Response timeline

d. Resident information

e. Citizen Direct Communication

i. Including photographs and notes of communication from the citizen

6. Provides response data analytics, including:

a. Baseline overall response performance

b. User specific response performance

c. Call responsiveness during team formation

d. Daily incident distribution for resource allocation

e. Heatmap by incident

7. Incident association identifying related incidents as an “event”, giving city employees access to communicate with citizens to provide response timeline, estimated time of arrival, and estimated time that service will be restored.

a. Engagement with citizen should be through both IVR (interactive

b. voice response) or similar, and opt-in text messages.

8. Integration with existing customer information systems and work order management systems, including Maintstar and EsriArcGis.

9. Provides incident creation interface for use by Managers, Customer Service, or Admin staff.

10. Easily review, search, and query all incidents via customized dashboard.

11. Export standard incident reports designed for internal and external Stakeholders. Reports should be in a standard, non-proprietary, file format, such as a PDF, TIF, XLS, or CSV format.

12. Cloud based solution is preferred.

13. Installation, staff training, and integration services must be included.

14. Ongoing staff support and maintenance.

15. Full live implementation within 45 days of Notice to Proceed.

C. Cost and Payment Charges for the implementation, configuration, and integration of the Incident Response Management System shall be invoiced in two phases:

1. 25% upon issuance of the City’s Notice to Proceed

2. 75% upon successful deployment and confirmation that the system is fully operational and live.

The City shall make payment within thirty (30) days of receipt of invoice.

III. REQUIRED INFORMATION

A. Proposal Format

Proposals not following the specified format may forfeit evaluation points or be deemed non-responsive at the City’s discretion. Proposals shall be concise, well-organized, and clearly demonstrate the proposer’s qualifications and experience related to Incident Response Management System implementation and support.

B. Cover Letter

Provide a cover letter summarizing your proposal including a brief summary of your qualifications, staff, and capabilities to deliver the services requested in a timely fashion and of the firm’s experience in this type of work. Your proposal must be signed.

C. Basic Qualifications of the Firm

Provide basic data relative to the firm’s size, history, personnel, equipment, and expertise in the service being requested. Include name, title, address, and telephone number of person to contact concerning the proposal.

D. Experience and Technical Competence

Provide a list of at least three past or ongoing projects that demonstrate successful and satisfactory completion of work of comparable size for which the proposed team provided similar services as those required by this RFP over the past 10 years.

Include a brief description of the project, date initiated, date completed, cost, name of company and representative’s contact information

IV. FORMS

This form must be returned with your response.

In signing Proposals, we certify that we have not, either directly or indirectly, entered into any agreement or participated in any collusion or otherwise taken any action in restraint of free competition; that no attempt has been made to induce any other person or firm to submit or not to submit Proposals, that Proposals have been independently arrived at, without collusion with any other Proposers, competitor or potential competitor; that Proposals have not been knowingly disclosed prior to the opening of Proposals to any other Proposers or competitor; that the above statement is accurate under penalty of perjury.

The undersigned, submitting this Proposal, herby agrees with all the terms, conditions, and specifications required by the City in this Request for Proposal, declares that the attached Proposal and pricing is in conformity therewith, and attests to the truthfulness of all submissions in response to this solicitation.

Proposers shall provide the information requested below. Include the legal name of the Proposers and signature of the person(s) legally authorized to bind the Proposers to a contract.

COMPANYNAME

SIGNATURE DATE

PRINT NAME OF PERSON SIGNING

Form A: Signature Affidavit

Proposers hereby acknowledge the receipt and/or submittal of the following forms:

Forms

Initial to Acknowledge

SUBMITTAL

Initial to Acknowledge

RECEIPT

Description of Services/Commodities N/A

Form A: Signature Affidavit

Form B: Receipt of Forms and Submittal Checklist

Form C: Vendor Profile

Form D: References

Form E: Insurance Requirements

Form F: Fee Proposals

Section III Required Information

VENDOR NAME

Form B: Receipt of Forms and Submittal Checklist

COMPANYINFORMATION

Company Name (Make sure to use your complete, legal company name.)

FEIN (If FEIN is not applicable, SSN collected upon award.)

Contact Name (Able to answer questions about proposal.) Title

Telephone Number Fax Number

Email

Address City State Zip

ORDERS/BILLINGCONTACT

Address where City purchase orders/contracts are to be mailed and person the department contacts concerning orders and billing.

Contact Title

Telephone Number Fax Number

Email

Address City State Zip

Form C: Vendor Profile/Qualifications

PRIOR WORK

Has your organization ever performed work for the City of Santa Paula? Yes

No If yes, please specify scope of work:

WORKEXPERIENCE

Project Location Type of Service Total Amount of Contract

Completion Date

Name/Phone of Owner or Other

References

KEY PROJECT PERSONNEL INFORMATION

Provide the requested information for key personnel who would be assigned to work on contracts awarded or who would, at a minimum, supervise such work.

Name and Title Primary

Responsibilities Years of

Experience Education

(Degrees, Certificates

Other Relevant Experience and/or

Qualifications

JUDGEMENTS AND CLAIMS

Are there any judgements, claims or suits pending our outstanding against you or your organization? Yes No

If yes, please explain:

DISPUTES REGARDING LIENS

Has any owner or higher-tier contractor with whom your business has had a contract ever disputed a claim of lien filed by you or your organization? Yes No

LEGALINFRACTIONS

Have you or your organization been cited and/or fined for failure to comply with federal or state regulations and/or statues in the past two years? Yes No

Reference # 1 – Client Information

Company Name

Contact Name

Address City State Zip

Telephone Number Fax Number

Email

Contract Period Year Completed Total Cost

Description of the Performed Work

Reference # 2 – Client Information

Contact Name

Address City State Zip

Telephone Number Fax Number

Email

Form D: References

Reference # 3 – Client Information

Contact Name

Address City State Zip

Telephone Number Fax Number

Email

INSURANCEREQUIREMENTS

[MUST BE SUBMITTED WITH BID]

To be awarded this contract, the successful bidder must procure and maintain the following types of insurance with coverage limits complying, at a minimum, with the limits set forth below:

Type of Insurance Occurrence/Aggregate

Commercial general liability: $1,000,000/$2,000,000 Cyber Liability Insurance $1,000,000/$2,000,000 Workers compensation Statutory requirement.

Commercial general liability insurance must meet or exceed the requirements of ISO-CGL Form No. CG 00 01 11 85 or 88. The amount of insurance set forth above must be a combined single limit per occurrence for bodily injury, personal injury, and property damage for the policy coverage. Liability policies must be endorsed to name the City, its officials, and employees as “additional insureds” under said insurance coverage and to state that such insurance shall be deemed “primary” such that any other insurance that may be carried by the City shall be excess thereto. Such endorsement must be reflected on ISO Form No. CG 20 10 11 85 or 88, or equivalent. Such insurance must be on an “occurrence,” not a “claims made,” basis and shall not be cancelable or subject to reduction except upon thirty (30) days prior written notice to the City.

Automobile coverage must be written on ISO Business Auto Coverage Form CA 00 01 06 92, including symbol 1 (Any Auto).

The Contractor must furnish to the City duly authenticated Certificates of Insurance evidencing maintenance of the insurance required under this Agreement, endorsements as required herein, and such other evidence of insurance or copies of policies as may be reasonably required by the City from time to time. Insurance must be placed with admitted insurers with a current A.M. Best Company Rating equivalent to at least a Rating of “A:VII.” Certificate(s) must reflect that the insurer shall provide thirty (30) day notice of any cancellation of coverage. The Contractor shall require its insurer to modify such certificates to delete any exculpatory wording stating that failure of the insurer to mail written notice of cancellation imposes no obligation, and to delete the word “endeavor” with regard to any notice provisions.

By signing this form, the bidder certifies that it has read, understands, and shall comply with these insurance requirements if it is selected as the City’s bidder. Failure to return this form may render the bidder’s bid as non-responsive.

Date Bidder

Name of the Company

Form E: Insurance Requirements

All costs must be fully burdened and include labor, materials, travel, overhead, and any associated fees. The City will evaluate proposals based on annual cost of the core system. Vendors may propose optional add-ons or modules that enhance the functionality of the core system. These are not required but may be considered during evaluation.

Service Description Annual Cost Description (Required) System Implementation, Configuration, and Training

Cost to include annual license, system setup, customization, user training and integration.

To be completed within 45 days

Addon

Instructions:

- Please fill in the unit prices and ensure all assumptions or exclusions are clearly noted in your cost proposal.

- Cost proposals will be evaluated based on accuracy, clarity, and cost-effectiveness.

Date Signature

Title

Name of the Company

Form F: Cost Proposal