RFP Digital Innovation Platform.pdf

RFP # 26-032

REQUEST FOR PROPOSALS #26-032 (“RFP”) Digital Innovation Platform Proposals are due:

February 20, 2026, no later than 2:00 p.m. EST

Responses to this RFP (“Proposals”) must be received by the City of Sandy Springs (“City”) no later than February 20, 2026, 2:00 p.m. EST. The City will only accept online submissions for this RFP through the Bonfire Portal at https://sandysprings.bonfirehub.com/projects/view/218199 (“Bonfire”). Any Proposal submitted in any other format (e-mail, paper, fax, mail, etc.) will not be accepted for any reason.

The Bonfire website will contain this RFP, any addenda, clarifications, schedule changes, and other important information regarding this solicitation for Community Development Permitting Software (“Solicitation”). Contractors submitting Proposals (“Offerors”) should check these electronic pages daily.

The City reserves the right, among others, to reject all Proposals and to waive technicalities and informalities, to make award in the best interest of the City, or to cancel this Solicitation at any time for any reason.

A non-mandatory pre-Proposal meeting has been scheduled:

January 29, 2026, 10:00 A.M. EST Teams Webinar https://events.gcc.teams.microsoft.com/event/4146d85b-25df-4087-a518-3e3137505796@c6279049-e794-4541-8247-8e8261a33321

Meeting ID: 215 563 315 489 65 Passcode: TG9r4Vi9

Dial in by phone +1 872-242-8893,,897626398# United States, Chicago

Phone conference ID: 897 626 398# https://sandysprings.bonfirehub.com/projects/view/218199 https://events.gcc.teams.microsoft.com/event/4146d85b-25df-4087-a518-3e3137505796@c6279049-e794-4541-8247-8e8261a33321 https://events.gcc.teams.microsoft.com/event/4146d85b-25df-4087-a518-3e3137505796@c6279049-e794-4541-8247-8e8261a33321 tel:+18722428893,,897626398

General Information:

1. All communications regarding this procurement must be with the assigned Procurement Officer, PROCUREMENT OFFICER NAME, DRamos@sandyspringsga.gov.

2. All questions or requests for clarification must be sent via Bonfire under Message Opportunity Q&A:

https://sandysprings.bonfirehub.com/projects/view/218199.

Questions are due no later than February 5, 2026, 5:00 p.m. EST. Questions received after this date and time may not be answered.

3. Questions and clarifications will be answered in the form of an addendum to this RFP. Any addenda, schedule changes and other important information regarding this Solicitation will be posted on Bonfire at https://sandysprings.bonfirehub.com/projects/view/218199. It is the Offeror(s)’s responsibility to check Bonfire for any addenda or other communications related to this Solicitation.

4. The form of contract (“Contract”) the City intends to execute with the selected Offeror(s) is included as Attachment A for review. Offerors are urged to read the entire Contract carefully, including any exhibits, prior to submitting a Proposal. In general, the City is unable to negotiate or revise contract provisions. If an Offeror(s) believes certain contract provisions are out of date, not applicable, or place an undue burden or cost on the Offeror(s) or the City, the Offeror(s) must address these concerns in writing during the question-and-answer period. The Procurement Officer will review and determine the appropriate response. If the City determines a change is warranted, an addendum will be posted to this RFP. If a firm is unwilling to execute the Contract, whether modified by addendum or not, a Proposal should not be submitted.

4. The City reserves the right to reject all submitted Proposals and to waive technicalities and informalities, and to make award in the best interest of the City.

5. An Offeror(s)’s RFP checklist is provided for convenience below. This checklist is provided for assistance only and should not be submitted with the Proposal.

https://sandysprings.bonfirehub.com/projects/view/17847 https://sandysprings.bonfirehub.com/projects/view/17847 https://sandysprings.bonfirehub.com/projects/view/218199

OFFEROR’S RFP CHECKLIST Critical Things to Keep in Mind When Responding to an RFP for the City of Sandy Springs

1. _______ Read the entire document. Note critical items such as supplies/services required;

submittal dates; number of copies required for submittal; contract requirements, if any (e.g.

bonding and insurance requirements).

2. _______ Note the Procurement Officer's name, address, phone numbers and e-mail address.

This is the only person you are allowed to communicate with regarding the RFP and is an excellent source of information.

3. _______ Attend the pre-Proposal meeting. These meetings provide an opportunity to ask questions, obtain a better understanding of the procurement, or to notify the City of any ambiguities, inconsistencies, or errors in the RFP. This meeting is voluntary, but all potential Offerors are strongly encouraged to attend.

4. _______ Take advantage of the “question and answer” period. Submit your questions to the Procurement Officer by the due date listed in the RFP and view the answers given in any formal “addenda” issued for the RFP. All addenda issued for an RFP will be distributed by e-mail to Offerors.

5. _______ Follow the format required in the RFP when preparing a Proposal. Provide point-by-point responses to all sections in a clear and concise manner.

6. _______ Provide complete answers/descriptions. Read and answer all questions and requirements. Do not assume the City or committee evaluating Proposals will know what your capabilities are or what items/services you can provide, even if you have previously contracted with the City. Proposals are evaluated based on the information and materials provided in response to the RFP.

7. _______ Use the forms provided, e.g. cover page, reference questionnaire, etc.

8. _______ Review the RFP document again to make sure that you have addressed all requirements.

9. _______ Submit the Proposal on time. Note all the dates and times listed in this RFP and be sure to submit all required items on time. Late Proposals will not be accepted.

This checklist is provided for assistance only and should not be submitted with your Proposal.

INSTRUCTIONS TO OFFERORS

All spaces below are to be filled in and the Proposal Letter on page 5 must be completed and signed where indicated. Failure to sign and return the Proposal Letter may cause rejection of the Proposal.

Proposal of:

Company Name: _________________________________________________________________

Contact Name: _________________________________________________________________

Address: _________________________________________________________________

Telephone: ____________________________ Facsimile: ______________________

E-Mail: _________________________________________________________________

PROPOSAL LETTER (To be Submitted with Technical Proposal)

The undersigned Offeror(s) proposes to furnish and deliver all of the deliverables and services named in the attached Request for Proposals (“RFP”). It is understood and agreed that this Proposal, including the price or prices offered herein, shall be valid and apply for a period of one hundred twenty (120) days from Proposal opening date.

The undersigned Offeror(s) further agrees to strictly abide by all the terms and conditions contained in the RFP and City of Sandy Springs (“City”) purchasing policies as modified by any attached special terms and conditions, all of which are made a part hereof. Any exceptions are noted in writing and included with this Proposal.

It is understood and agreed that this Proposal constitutes an offer, which when accepted in writing by the Purchasing Office, City of Sandy Springs, and subject to the terms and conditions of such acceptance, shall constitute a valid and binding contract between the undersigned and the City.

It is understood and agreed that authorized representatives of the undersigned Offeror(s) have read the City’s specifications shown or referenced in the RFP and that this Proposal is made in accordance with the provisions of such specifications. By written signature of an authorized representative on this Proposal, the undersigned Offeror(s) guarantees and certifies that all items included in this Proposal meet or exceed all such City specifications. The undersigned further agrees, if awarded a contract, to deliver goods and services which meet or exceed the specifications. The City reserves the right to reject any or all Proposals, waive technicalities, and informalities, and to make an award in the best interest of the City, or to make no award.

PROPOSAL SIGNATURE AND CERTIFICATION

I certify that this Proposal is made without prior understanding, agreement, or connection with any corporation, firm, or Offeror(s) for the same materials, supplies, equipment, or services and is in all respects fair and without collusion or fraud. I understand collusive bidding is a violation of state and federal law and can result in fines, prison sentences, and civil damage awards. I agree to abide by all conditions of the Proposal and certify that I am authorized to sign this Proposal for the Offeror(s). I further certify that the provisions of the O.C.G.A. § 45-10-20, et. seq., have not been violated and will not be violated in any respect.

Authorized Signature: __________________________________________________________

Print/Type Name: __________________________________________________________

Print/Type Offeror(s) Name Here: ___________________________________________________

Date: ______________________________________________________________________

TABLE OF CONTENTS

Table of Contents REQUEST FOR PROPOSALS #26-032 (“RFP”) Digital Innovation Platform Proposals are due:

February 20, 2026, no later than 2:00 p.m. EST January 29, 2026, 11:00 A.M. EST VIA Teams Webinar OFFEROR’S RFP CHECKLIST Critical Things to Keep in Mind When Responding to an RFP for the

City of Sandy Springs

INSTRUCTIONS TO OFFERORS

PROPOSAL LETTER (To be Submitted with Technical Proposal)

PROPOSAL SIGNATURE AND CERTIFICATION

SECTION 1 - INSTRUCTIONS, CONDITIONS, AND NOTICES TO OFFERORS

1.1 Purpose of Procurement

1.2 General Requirements

1.3 Basic Guidelines

1.4 Schedule of Events

1.5 Restrictions on Communications with Staff

SECTION 2 – DESCRIPTION OF PROJECT

2.1 Project Oversight and Staffing

2.2 Project Background

2.3 Detailed Services Required

2.3.1. Project Scope

2.3.2 Systems and Functional Domains

2.3.3 Project Deliverables

2.3.4 Schedule

SECTION 3 – PROPOSAL REQUIREMENTS

3.1 Information to be Provided in Proposal

3.1.1 Technical Proposal Contents

3.1.2 Cost Proposal Contents

3.2 Proposal Submission

3.2.1 Economy of Presentation

3.2.2 Form of Submittal

3.2.3 Late Submissions, Withdrawals, and Corrections

SECTION 4 – PROPOSAL OPENING AND EVALUATION PROCESS

4.1 Opening of Proposals and Public Inspection

4.1.1 Public Information

4.2 Evaluation Criteria and Process

4.2.1 Best Value Evaluation

4.2.2 Administrative Review

4.2.3 Evaluation and Ranking

4.2.4 Clarification/Communication with Offerors

4.2.5 Methods of Selection

4.2.6 Best and Final Offer

4.2.7 Recommendation for Award

SECTION 5 –TERMS AND CONDITIONS

5.1 General

5.2 Contract

5.3 Subcontractors

5.4 Conflict of Interest

5.5 Confidentiality Requirements

5.6 Policy on Drug-Free Workplace

5.7 SAVE Affidavit and Secure Verifiable Document

5.8 E-Verify

5.9 Insurance

5.10 Miscellaneous

5.10.1 Compliance with Laws

5.10.2 Licenses

5.10.3 Disqualification

5.10.4 Financial Resources

5.10.5 Proposal Preparation Costs

5.10.6 City Property

5.10.7 City’s Reservation of Rights

APPENDIX 1 CORPORATE CERTIFICATE

APPENDIX 2 FORM OF CONTRACT

AGREEMENT

CITY OF SANDY SPRINGS, GEORGIA

EXHIBITS

EXHIBIT A

EXHIBIT B

EXHIBIT C CERTIFICATION OF CONTRACTOR GEORGIA SECURITY AND IMMIGRATION

COMPLIANCE ACT

EXHIBIT D CERTIFICATION OF SPONSOR DRUG-FREE WORKPLACE

AFFIDAVIT VERIFYING STATUS FOR CITY PUBLIC BENEFIT APPLICATION

EXHIBIT F CONTRACTOR AFFIDAVIT UNDER O.C.G.A. § 13-10-91(B) (1)

EXHIBIT G INSURANCE REQUIREMENTS

EXHIBIT H NOTICE TO CONTRACTORS COMPLIANCE WITH TITLE VI OF THE CIVIL RIGHTS ACT

OF 1964

EXHIBIT I GEORGIA BUSINESS LICENSE………………………………………………………………58

SECTION 1 - INSTRUCTIONS, CONDITIONS, AND NOTICES TO OFFERORS

1.1 Purpose of Procurement

The City of Sandy Springs (“City” or “Sandy Springs”) has issued this RFP for the purpose of soliciting Proposals from qualified firms to identify a contractor to provide a new software solution, to be known as Digital Innovation Cross-Platform Collaboration Software (“Project”). See Description of Project, Section 2, for specific details about the Project and Project requirements.

1.2 General Requirements

The City has established certain requirements with respect to Proposals to be submitted by Offerors.

Whenever the terms "shall," "must," "will," or "is required" are used in the RFP, the specification being referred to as a mandatory requirement of this RFP. Failure to meet any mandatory requirement may cause rejection of a Proposal.

Whenever the terms "can," "may," or "should" are used in the RFP, the specification being referred to is desirable and failure to provide any items so termed may not be cause for rejection; however, it will likely result in a reduction in score awarded.

1.3 Basic Guidelines

Pursuant to the provisions of the City Code of Ordinances, the City has determined that the use of competitive bidding will not be practical or advantageous to the City in completing the acquisition of the services and/or commodities described herein. Competitive Proposals shall be submitted in response hereto in the same manner as competitive bids. All Proposals submitted pursuant to this RFP shall be made in accordance with the City’s purchasing policies, these instructions, and the specifications contained in this RFP.

Proposals shall be evaluated in accordance with the evaluation criteria set forth in this RFP. The City may award without discussion; however, the City reserves the right to conduct discussions or request demonstrations if they are deemed necessary or desirable. If the City awards without discussion, the Offeror(s) may be given the opportunity to clarify certain aspects of its Proposal or to resolve minor or clerical errors. The City may conduct discussions or request demonstrations with responsible Offerors who submit Proposals determined to be reasonably susceptible to being selected for award for the purpose of clarification to assure full understanding of and responsiveness to the Solicitation requirements. Offerors shall be accorded fair and equal treatment with respect to any opportunity for discussion and revision of Proposals, and such revisions may be permitted after submissions and prior to award for the purpose of obtaining best and final offers.

In conducting discussions or requesting demonstrations, there shall be no disclosure of any information derived from Proposals submitted by competing Offerors. All such discussions shall be conducted by the Purchasing Officer named below:

Name: Daniel Ramos City of Sandy Springs Purchasing Office 1 Galambos Way Sandy Springs, Georgia 30328 E-Mail: DRamos@sandyspringsga.gov

In addition to the Purchasing Officer, individuals will be selected to evaluate Proposals (“Evaluation Committee”) and/or representatives of the City as designated by the Purchasing Officer.

Award(s) shall be made to the responsible Offeror(s) whose Proposal(s) is/are determined in writing to be the most advantageous for the City, considering all the evaluation factors set forth in this RFP. The City reserves the right to reject all Proposals submitted in response to this RFP.

1.4 Schedule of Events

EVENT DATE

RFP Released January 20, 2026

Pre-Proposal Meeting January 29, 2026, 10:00 a.m.

Deadline for Receipt of Inquiries February 5, 2026, 5:00 p.m.

Deadline for Posting Written Answers to Inquiries February 12, 2026 Proposal Due Date February 20, 2026, 2:00 p.m.

Proposal Evaluations Completed March 6, 2026 Demonstrations/Interviews March 27, 2026

Final Selection April 2026

*This proposed schedule of events is informational and is subject to change at the discretion of the City.

1.5 Restrictions on Communications with Staff

The principal point of contact for this Solicitation is the Purchasing Officer. The Purchasing Officer can be reached via email at DRamos@sandyspringsga.gov. Until a contractor is selected and the selection is announced regarding this Solicitation, elected officials, Evaluation Committee members, employees of the City, and contracted personnel receiving information and documents regarding this Solicitation are not allowed to communicate regarding the Solicitation for any reason with any potential or interested contractors, vendors, City staff, or contracted personnel except through the City’s Purchasing Officer. This provision shall not, however, impede the Evaluation Committee’s authority and ability to communicate with Offerors to clarify aspects of Proposals, discuss past performance with references, or to enter discussions with Offerors, as described herein.

The City reserves the right to reject the Proposal of any potential or interested contractor or vendor who knowingly participates in violating this restriction on communications. Any City staff or elected official who violates this restriction acknowledges such conduct may result in an ethics violation pursuant to the City’s ethics ordinance and/or disqualification from further participation in, or briefing on, the Solicitation. All communication concerning this Solicitation must be directed by writing via e-mail to the Purchasing Officer. No questions other than written will be accepted. No response other than written shall be binding upon the City.

SECTION 2 – DESCRIPTION OF PROJECT

2.1 Project Oversight and Staffing

Project oversight will be provided by the City Management Office (“Department”) staff.

2.2 Project Background

Located in Fulton County, Sandy Springs was incorporated in 2005 and is metro Atlanta’s second largest city. The geographic area of the City is approximately thirty-eight (38) square miles. The City has approximately 108,000 residents, with the population more than doubling during the business day due to the heavy concentration of businesses located in Sandy Springs.

The Department is responsible for the efficient operation of all City services. The City has approximately 546 full-time employees, plus more than 100 seasonal and part-time employees. The City operates as a hybrid public-private partnership with many services provided by contractors that function as City employees while working for outside entities. While the Project is led by the Department, selection of system(s) has significant impacts for both staff, residents, businesses, and other City stakeholders. The City averaged over five thousand (5,000) work orders and thirty-seven thousand (37,000) requests for service per year in the last five (5) years. In addition to the significant number of work orders and request for service are two hundred and seventy-three (273) asset categories and over fifty-three thousand assets (53,000), ranging from bridges, valves, computers, networking and streetlights.

Data from the City’s existing work order, asset management, and call center platform, Lucity, dates to the City’s inception in 2005. Lucity was purchased by CentralSquare in 2019 and rebranded CentralSquare EAM. The Microsoft SQL Server database runs on is version 2016, which will no longer be supported as of July 14, 2026. Lucity is used primarily by the Public Works Department to manage its asset inventory and work order management, but many departments across the City also utilize the platform. Further it is used by the City’s 24/7 Call Center to log inquiries and requests that are routed to other departments.

Information Technology (IT), Sandy Springs Police Department (SSPD), and Human Resources (HR) currently use Manage Engine ServiceDesk Plus for the purposes of Information Technology Service Management (ITSM). In 2024, IT completed approximately eight thousand (8,000) requests and that number has grown significantly since the City’s inception. The City’s current subscription ends in 2026.

Additionally, the City is looking to implement a robust Customer Relationship Management (CRM) platform as the need to address resident requests, understand the voice-of-customer (VOC), and improve resident interactions with the City supports City Council priorities. CRM implementation will impact all City departments, including the Performing Arts Center (PAC), which is also a City department.

Shortcomings of the City’s current platform and processes are listed below:

A. Lack of data integration across platforms. Unable to share ticket information from Lucity with OpenGov (licensing and permitting) and Asset Management systems.

B. No customer facing element of Lucity such that residents can monitor status of tickets and requests.

C. Unable to easily attach images, files, other file forms to tickets. Requires Staff to manage content on external network and share drives, which is cumbersome, difficult to search, and introduces risk.

D. Inability to compress the files without extra manual work, resulting in costly and ever-increasing storage requirements.

E. Reporting from Lucity and extracting data is cumbersome, filtering is not always straightforward. Workarounds have been created using Crystal Reports, another legacy platform that the City is choosing to retire/replace.

F. Inability to route workflows. For example, if a contractor/Staff member have multiple offsite inspections, Lucity cannot create a “smart route” that optimizes for traffic and distance.

G. A data model that does not support analytics and AI for understanding KPIs associated with performance and customer satisfaction.

H. Unable to easily tie work orders with assets. Similarly, Public Works’ assets are stored in Lucity while Facilities’ are in AssetEssentials.

I. Lack of integration between ChatComm (PSAP CAD) and Lucity, results in information being transcribed incorrectly at times due to manual data sharing process.

J. Desire for better integration (or replacement) of Lucity and the Sandy Springs Works App, an

ArcGIS tool currently used to allow residents to report issues such as potholes.

K. Lack of integration between Lucity and outreach methods such as Mailchimp and social media and Everbridge.

L. Non-standardized data and tickets lead to Staff having to “guess as to intent” of what was entered.

M. Internal view that sharing content is “clunky”.

N. It is challenging to determine if a request is duplicated from a previous one.

O. Searching for historical information and content is challenging.

P. There is no City-wide CRM, tracking communications and touchpoint opportunities is a shortcoming.

Q. Inability to share notes from Lucity across departments such as Communications or Economic Development. Not having this functionality can lead to Staff not having proper context or incomplete information when contacting residents or local businesses.

Perception of an overall lack of user-friendliness by multiple departments.

2.3 Detailed Services Required

2.3.1. Project Scope

This solicitation seeks proposals from qualified Offeror(s) (individually or as a team of partners) to provide an integrated and interoperable digital platform that will serve as the City’s next-generation work order, asset management, call center tracking and ticketing interface, ITSM, and customer relationship management (CRM) ecosystem. While a single platform is desirable, the City recognizes the unique nature of this solicitation and that no single software may meet all needs equally. Therefore, Offeror(s) may propose modular or partner solutions, provided that data integration, interoperability, and secure sharing of information are seamlessly achieved across the related systems.

Areas of focus are to establish a foundation for interoperability between CRM, 311/Call Center, Asset Management, and all City departments. The City’s current operational processes does not include a unified workflow across departments, nor a customer-facing element, where citizens can easily monitor the status of a request. Likewise, if a request is transferred from one department to another, the status is often not updated in Lucity, or notes are documented elsewhere such that if a request is completed, details on the work may not be present. The City’s goal is to establish interoperable systems where information is shared in real time with staff and residents, information is accessible and easy to use with robust reporting features, and where staff can easily track histories and trends of resident engagement, complaints, property issues, and other concerns.

2.3.2 Systems and Functional Domains

2.3.2.1 Work Order Management

The system(s) must be able to issue, assign, prioritize, and track work orders City-wide while supporting mobile and offline field use. Work orders may be tied to multiple assets, as it is not always a one-to-one relationship. Support for parent-and-child tasks for work orders is also needed.

The City issues Apple iPhones and iPads for mobile devices and Windows-based laptops to Staff for use.

While an iPhone app is not a requirement for Offeror(s), parity of functionality across various consumption and interaction methods is necessary. Connectivity in the field in some locales can be intermittent or insufficient to maintain an active connection. The ability for the system(s) to “buffer” the work order information and transmit once a satisfactory connection is available is also required.

2.3.2.2 Asset Management

The platform must manage the full asset lifecycle across multiple facilities, fleet services, Information Technology (IT), stormwater, recreation, traffic, and other infrastructure. The platform is required to manage complicated assets with hierarchies, such as traffic intersections which can contain multiple assets such as traffic lights, cameras, cabinets, poles, lights, and other objects.

2.3.2.3 CRM/311 Citizen Engagement

The CRM/311 system must capture, track, and route requests and feedback through multiple channels such as web, phone, social media, email, text, and handwritten responses. Ideally, the system will have data integration for work order and asset management such that the City can hear the “Voice of the Customer” (VOC), being able to identify commonly reported issues or locations, or underserved populations and areas. While data integration is a need, doing so in an ethical way that protects digital privacy principles such as “opt out by default” is important.

2.3.2.4 Call Center and Workflow Management

Offeror(s) should consider very tight integration across sections 2.3.2.3 and 2.3.2.4 important and if possible, these functions should be performed in one system. Case creation, routing, internal notifications, and analytics for escalations and response, as well as the ability to route requests to other systems without duplication of work or data errors are examples of needed functionality.

2.3.2.5 Inter-Platform Integration

Seamless integration, preferably via API, with City platforms is necessary. Additional details on current City systems and which are critical to this request are detailed in section 3.1.1D. Offeror(s) must provide clarity on costs associated with APIs or other forms of connectivity, if they are a value-added cost, or if services are hosted in the cloud, if there are ingress/egress costs relative to import of historical information (if applicable) or if the City were to move data to archive or use for additional analytics.

Third party integrations or alternative connectivity methods and middleware are also acceptable. Similar to API connectivity, if additional costs will be incurred by the City for those services, the Offeror(s) should provide that information.

2.3.2.6 Core Functional Expectations

Core functional expectations for the Project includes a centralized data repository with multi-directional integration between modules and external systems. It is understood that if multiple systems are deployed there will not be a single system of record, but the ability to centralize the data is necessary. The system(s) should also provide dashboards and reports showing work orders, asset status, compliance with service level agreements (SLA), and resident requests.

Sustainability is a core priority for the City and as such configurable workflow, forms, and notifications without vendor coding when modifications or with the creation of new content is preferred. System(s) should be configurable to the point that standard workflows, assets, or other components can be managed by Staff with minimal external support. Successful implementation also relies on system(s) that are easy to learn, use, and manage.

The new system(s), whether using advanced analytics or AI needs to be capable of optimizing deployment of resources, such as route-optimization or scheduling for crews and contractors, to better serve the City’s residents and save time and budget dollars for the City. Native mobile access with field capture of photos (or integration with existing), GPS coordinates, and on-site updates that can be shared in real time or near-real time is desired.

From a technology perspective, the system(s) should provide cloud, hybrid, or other deployment options that emphasize uptime, scalability, security, and address the long-term needs of the City. Modern API frameworks supporting REST/JSON integration and single sign-on (SSO) are necessary for the City. Also are advanced reporting, visualizations, predictive analytics, and AI features that provide a 360-degree view of status for both Staff and residents. Ideally, Asset Management would integrate with manufacturers/vendors for validating warranty information, licensing, and end-of-service/life dates.

2.3.2.7 Integration and Data Sharing

Offeror(s) must demonstrate interoperability across functional domains, including:

A. Work Order CRM/311 B. Work Orders and Asset Management (Database synchronization by ID or spatial link) C. Asset Management and GIS (Esri ArcGIS Enterprise and ArcGIS Online) D. CRM and Communication tools (ex. Mailchimp, social platforms, Call Center webchat:

https://www.sandyspringsga.gov/request-assistance)

Data exchange standards (e.g. Open API 2.0+, webhooks, CSV connectors, ODBC/JDBC) should be clearly defined. Examples from other customers, ideally from a similarly sized municipality, of these integrations and ease of setup and deployment provided in the Offeror(s) response is favored.

2.3.2.8 Implementation and Transition

The successful Offeror(s)must include an implementation plan addressing data migration from Lucity and related systems to this RFP into the new system(s), test plans, roll out phase(s), and user training. A change management plan and knowledge transfer approach should also be included. Inclusion of a data-migration validation checklist and documentation and knowledge transfer of the change management process is preferred.

The City favors open architecture allowing future integration of AI-based analytics and potentially IoT asset monitoring.

2.3.2.9 Security and Compliance

Offeror(s) shall provide relevant information related to security and compliance such as, but not limited to, SOC Type II, ISO 27001, CJIS awareness, support for multi-factor authentication (MFA), and encryption of data in transit and at rest, particularly if the services provided are cloud-based.

2.3.2.10 Support and Maintenance

Offeror(s) shall provide ongoing support, hosting (if cloud), upgrade cycles, and training resources.

Response time SLAs by criticality for entered support requests should be provided as part of Technical Proposal. The frequency of updates to the system(s) and downtime (if applicable) should also be included in the proposal.

2.3.2.11 Preservation/Migration/Retention of Historical Data

Offeror(s) will provide a migration plan for historical Lucity data into the new system(s). If that is not possible, a mitigation plan of how and where to store the data with recommendations on a front-end to access the historical information should also be included in the Technical Proposal.

IT assets such as servers, laptops, routers, etc., are to be included in a migration plan to the new system(s).

IT assets and Public Works’ assets should reside in the same system. If different asset types must reside in different systems, information in the Technical Proposal should include what APIs or other connectivity options are available such that the City can view assets holistically.

Additionally, as the City is subject to varied levels of government records retention requirements and Open Records Requests (ORR), the system(s) must provide mechanisms to produce relevant reports and/or data to comply with requirements. While not a requirement, if the system(s) provides workflow(s) that can identify and mark records and/or assets that are past retention requirements and move the data to an archive for review prior to the disposal of the asset or data, is preferred.

2.3.2.12 Web Content Accessibility Guidelines (WCAG) Compliance

The deadline for WCAG compliance is April 24, 2026, which will coincide with evaluation and implementation of this project. Offeror(s) should be prepared to speak to how their portal(s) and system(s) address WCAG compliance and in particular, any public facing components of the system(s) will maintain WCAG Version 2.1, Level AA standards. This City actively audits vendor public facing systems, so compliance failures will be reported and are required to be fully resolved.

2.3.2.13 Information Technology Service Management (ITSM)

The Offeror(s) shall provide module(s) or an integrated platform that meets or exceeds the City’s current functionality within ManageEngine ServiceDesk Plus. Offeror(s) shall clearly indicate whether Offeror(s) are proposing to replace the existing system, addition of a ITSM module as part of an integrated enterprise platform, or an integration strategy that enhances without replacing the City’s current ITSM platform.

Feature parity between desktop and mobile versions should be as close as possible.

A. Minimum requirements for an ITSM solution include:

Incident Management Problem Management Change Management Service Request Management and Service Catalog

Asset Management Knowledge Base

Preventive Maintenance Tasks Workflow Automation and Business Rules

Asset Discovery and Inventory Tracking

Software License Management Asset Loan Workflow 3rd Party Integrations, including but not limited to, Microsoft Teams and Endpoint Management Systems

Self-Service Portal

B. Information Technology Infrastructure Library (ITIL) Expectations should include the following areas:

Incident Management

• Categorization, prioritization, SLA timers, escalation paths, and automated assignments

• Ability for Staff to attach multiple file types, including multimedia

• Capability to submit, track, and update incidents by various channels such as web browser, mobile phone, email, or Microsoft Teams

Service Request Management

• Configurable service catalog with dynamic forms and multi-stage approvals

• Automated task creation and routing based on request type

• Onboarding/offboarding task automation

Problem Management

• Documentation of root cause, known errors, linking of related incidents

• Recurrency tracking and reporting

Change Management

• Support for standard and emergency changes

• Risk assessment tools, approval workflows, change control calendars, post-implementation review tracking

Configuration and Asset Management (CMDB)

• Automated discovery of IT assets, regardless of type

• Ability to maintain Configuration Item (CI) relationships and dependencies

• Contract, warranty, lifecycle, and depreciation tracking

Knowledge Management

• Versioning, approval workflows, and categorization for internal knowledge articles

• Ability for user to surface relevant Knowledge Base (KB) articles via the self-service portal

Workflow Automation

• Rule-based escalation, automated routing, conditional logic, intelligent ticket grouping, and field-level automation

C. Integration and Interoperability Requirements

Microsoft Entra ID/Azure Active Directory

Microsoft Teams Endpoint management solutions (e.g. Intune, SCCM)

CRM/311 Asset Management systems HR systems

Support for industry standard technologies such as REST APIs, JSON, webhooks, SAML 2.0, OAuth2, and secure file transfer mechanisms is also required.

D. Analytics

The Offeror(s) platform shall provide configurable reporting, analytics, and dashboards. The ability to export data for further analysis in an automated fashion for trending is preferred. Needed KPIs are provided below. Reports and dashboards shall be accessible by IT staff and configurable without vendor involvement.

Mean Time to Acknowledge (MTTA) Mean Time to Resolve (MTTR) SLA compliance reporting Incident and request backlog metrics

First Contact Resolution rate Problem recurrence analysis

Change success/failure rates Asset incident frequency reporting

E. Data Migration (If Applicable)

If the Offeror(s) recommends replacement of the City’s existing ITSM platform, the Proposal shall include a migration plan to transfer:

• Incident, request, problem, and change history

• IT assets and associated relationships

• Service catalog items and workflows

• Knowledge base articles

• Custom categories, fields, templates, and user roles

Data that cannot be migrated shall be identified, documented, with explanation of limitations, and suggested alternative solutions.

F. Security and Compliance

Offeror(s) shall meet the City’s security and compliance expectations, including but not limited to:

• Support for multi-factor authentication (MFA)

• Role-based access controls (RBAC)

• Encryption of data in transit and at rest

• SOC 2 Type II or ISO 27001 compliance

• Comprehensive audit logs

• CJIS awareness and compliance (preferred)

G. Support, Maintenance, and Operational Expectations

Offeror(s) shall provide the following:

• Service and support tiers with defined response and resolution SLAs

• Documentation of update cycles, patching practices, and system downtime estimates

• Administrator and technician training resources

• Access to development sandbox environments for configuration, regression testing, and training

• Options for ongoing optimization or professional services

2.3.3 Project Deliverables

2.3.3.1 Strategic and Design Deliverables

A detailed implementation plan with timeline and resource/funding milestones should be a part of the Proposal. Additionally, system architecture and integration diagram illustrating APIs and data flows relevant to the Proposal are to be included. Lastly, include change management procedures and communication plans to deploy changes and communicate across teams, respectively.

2.3.3.2 Configuration and Functional Deliverables

A configured and delivered City environment for each module (Work Order, Asset Management, Call Center, CRM, ITSM. The integration points functioning as bi-directional data flow with existing systems and/or new systems. A report is to be provided detailing the test summary for the new system(s) and migrated legacy data.

2.3.3.3 Operational Deliverables

Signoff of User Acceptance Testing (UAT) is a deliverable, along with a sign-off from Offeror(s) and City Executive Steering Committee agreeing to deployment and go-live. A comprehensive training program for administrators, field Staff, and service users appropriate to their role. Either a “how to” or frequently asked questions (FAQ) for the citizen/business facing portal to educate new users to common request types.

2.3.3.4 Maintenance and Performance Deliverables

SLA documentation specifying uptime, response, and resolution targets for the City to reference in event of an issue. Either reports or training of Staff on how to gather Performance and Utilization Reports for the first-year post-launch. A roadmap outlining continuous improvement path for the Offeror(s), with optional enhancements or features that would benefit the City in the future.

2.3.4 Schedule

The Offeror(s) shall acknowledge that time is of the essence and shall adhere to the schedule of activities as established by the Department.

SECTION 3 – PROPOSAL REQUIREMENTS

3.1 Information to be Provided in Proposal

Offerors shall explain and justify how they propose to deliver the services required by this RFP and shall outline their qualifications and relevant experience for undertaking this Project. This information will be evaluated and assigned a rating as determined by the Evaluation Committee against requirements stated in the RFP.

Proposals shall be submitted in three (3) parts. All Offerors shall submit a non-price proposal (“Technical Proposal”) and a cost proposal (“Cost Proposal”). A supplement to the Technical Proposal is the Questionnaire. The Technical Proposal and the Cost Proposal shall contain the information described below.

A. Technical Proposal. The Technical Proposal shall meet the requirements set forth in the section of this RFP entitled “Technical Proposal Contents.” Technical Proposals shall not exceed fifteen (15) pages. Given the scope of this proposal, it is recommended to focus efforts on addressing scope and questions and focus less on company history. Resumes are not included in the page limit.

a Questionnaire. Responses to the questionnaire shall provide additional context to the Technical Proposal. Questionnaire responses are similarly limited to twenty-five

(25) pages. Technical drawings, graphics, or diagrams that cannot be compressed are not included in the page limit. If an appendix is required to navigate responses, please clearly mark diagrams and content such that the Selection Committee can review Technical Proposal content as intended.

B. Cost Proposal. The Cost Proposal shall meet the requirements set forth in the section of this RFP entitled “Cost Proposal Contents.” The Cost Proposal shall include all costs (separate provisions for travel and/or per diem will not be accepted).

A Proposal submitted for consideration must bear the endorsement of the Offeror(s) by signature of an authorized principal of the firm or corporation submitting the Proposal.

A Proposal must include, at a minimum, the following components:

3.1.1 Technical Proposal Contents

The Technical Proposal must include detailed information related to how the Offeror(s) proposes to accomplish the tasks described in the Description of Project (Section 2) contained in this RFP. The Technical Proposal MUST not include any cost figures. The Proposal Letter, included as page 5 of this RFP, must be included in the Technical Proposal and must be signed by a person authorized to legally bind the company. FAILURE TO INCLUDE THIS SIGNED PROPOSAL LETTER MAY RESULT IN REJECTION OF

YOUR PROPOSAL.

The contents of the Proposal shall be organized as follows:

A. Include an overview of the company or companies partnering on the RFP response.

B. Address each section referenced in the Table of Contents by inserting requested information following each RFP paragraph. If no information is requested, acknowledge section by stating “read and understood”, “read and will comply”, or other appropriate acknowledgement.

C. Where information is requested, provide succinctly well-written responses, complete and thorough answers, as required.

D. Number your response keyed to the section of the RFP that your response addresses. If you cross reference or reference supplemental material at enclosures or appendices or annexes to your Proposal, ensure your response number in such supplemental materials shows exactly which section in the RFP the supplemental material addresses.

The Technical Proposal must also include the following information:

A. Implementation Plan

The City requires the Offeror(s) to take responsibility for providing extensive Project management and implementation services. The successful Offeror(s) is expected to guarantee the successful, timely completion of those aspects of the Project over which it has control. The City intends to take responsibility for meeting its obligations as defined in an agreed upon Project implementation plan.

Detail the nature and extent of the services you will provide in the following areas:

1. Project manager designation.

2. Project schedule maintenance. Describe methodology used.

3. Hardware planning and installation coordination.

4. Problem solving and troubleshooting all products and services.

5. Project status reports preparation and status meeting attendance.

6. Onsite coordination of Offeror(s) and City efforts. Describe extent.

7. Other

Attach or indicate a reference document outlining the recommended implementation schedule of applications including dates of expected equipment installation and the City’s responsibilities and timeframes. The schedule should be based upon the number of months after contract signing and should represent “not to exceed” or guaranteed completion dates. Any contingencies, such as tasks requiring the City’s effort, should be identified.

B. References

Provide three (3) municipal references demonstrating successful implementation. References may come from individual vendors or from project teams, especially where multiple vendors collaborated or an integrated team solution was delivered. In addition, if the proposing team has jointly implemented integrations between their respective solutions, please include at least one reference highlighting this joint implementation.

References for similarly sized jurisdictions that process approximately five thousand (5,000) work orders, thirty thousand (30,000) calls and requests, along with fifty thousand (50,000) assets of varying types. Ideally, these jurisdictions have implemented your product(s) within the prior two (2) years. Include details of the implementation timeline, information about the size and workload of the municipality, and a current contact name, phone number, and email address for the municipal employee responsible for the implementation.

C. Customer Support

Describe the customer support provided and any options for increased service. Include information about a dedicated contract manager, request and ticket response times, emergency vs. non-emergency requests, and the feature request process.

D. Integrations

Ideally, a replacement system will integrate with or replace many of the other software programs deployed by the City. Examples include:

Purpose/Department Program Permitting/Licensing (Required Integration)

OpenGov

GIS (Required Integration)

Esri ArcGIS 11.3 and ArcGIS Online

ETL Safe Software FME and Microsoft Power Automate Finance (Required Integration)

Tyler MUNIS

CRM (Required) TBD Project Management (Preferred Integration)

Asana

Online Plan Review Bluebeam Studio Public Safety ChatComm, FirstDue Photo Documentation Timestamp Camera App for iOS Campaign Mailchimp Campaign Social media (Facebook, X, Instagram)

Queue Management QLess Asset Management AssetEssentials, ServiceDesk Plus, Central Square

Enterprise Asset Management Security Genetech City Public Information CMS, Public Facing Websites and Digital Signage

City developed proprietary platform based on Drupal

City Clerk Laserfiche and CivicClerk Call Center Knowledge Base

WordPress

Field-based Camera TimestampCamera ITSM/Information Technology

Manage Engine ServiceDesk Plus

Provide information on integration capabilities and authentication standards such as SSO via Microsoft Entra, SAML 2.0, etc.

Offeror(s) shall provide detailed documentation of APIs or other connectivity options and accompanying documentation. As much as is feasible, Offeror(s) shall provide relevant metadata and/or data dictionary that the City can perform necessary customization and/or development.

Also, where possible, if API or connectivity credentials can be provided to Offeror(s)’ demonstration instance such that City development Staff can review data structure for determining best fit purposes.

E. Additional Features

Provide any information about additional features that may not have been requested in this Solicitation or other possible integrations. For example, an AI/analytics roadmap that describes future generative AI features that enhance service delivery.

F. Proposed Software Questionnaire

Within the Bonfire Software, the Offeror(s) will respond to a list of requested items for the following sections in a separate Word document. Explanations will be allowed for some but not all fields. The Software Questionnaire will allow the evaluators to see the capabilities of the proposed software.

1. IT Security

2. System Wide Functions

3. Asset Management

4. Work Order Management

5. CRM/311 and Citizen Interaction

6. ITSM/Help Desk

7. Data and Analytics

8. Integrations and Interoperability

9. Workflow and Business Rules

10. Data Migration and Onboarding

11. User Experience and Accessibility

G. Miscellaneous Documents to be included in the Technical Proposal:

1. Executed Proposal Letter and Proposal Signature and Certification (page 5)

2. Executed Corporate Certificate (Appendix 1)

3. Executed Addenda Acknowledgment(s) (if any)

3.1.1.2 City Responsibilities and Collaboration Expectations

The City will provide subject-matter experts (SME) in their respective areas as needed, data exports from existing systems for data migration efforts, testing resources for functional, user acceptance, and any regression testing needed.

The City is eager to partner with the Offeror(s) to improve digital services for Staff and residents.

Additionally, by the City providing these resources throughout the implementation it will assist to mitigate any scope creep.

3.1.2 Cost Proposal Contents

Provide a detailed breakdown of costs for system implementation, annual subscription, annual escalation for the next five (5) years, maintenance, and associated costs.

The City reserves the right to negotiate this cost with the selected Offeror(s).

3.2 Proposal Submission

3.2.1 Economy of Presentation

Each Proposal shall be prepared simply and economically, providing straight-forward, concise delineation of the Offeror(s)'s capabilities to satisfy the requirements of this RFP. Fancy bindings, colored displays, and promotional material are not required or encouraged. Emphasis on each Proposal must be on completeness and clarity of content.