Sole_Source_Notice_Purchase_of_Response_Management_System_from_Daupler,_Inc..pdf

Notice of Intent to Award a Sole Source Procurement

Subject: Sole Source Notice: Purchase of Response Management System from

Daupler, Inc.

Document Number: SS-2026-093

Date: November 3, 2026

Written Response Due: November 10, 2026

Time: 3:00 PM EST

E-mail Address: bids@citynmb.com

This is not a Request for Proposals and there is no solicitation available. The proposed contract action is for product or services for which the City intends to negotiate and award with only one source under the authority of the City of North Miami Beach City Code Section 3-4.8. Any responses received as a result of this Notice of Intent shall be considered solely for the purpose of determining whether to conduct a competitive procurement. Responses will not be considered as proposals, bids, or quotes.

The City of North Miami Beach, Florida intends to negotiate a Sole Source procurement:

Request Department/Office: NMB Water

Product and/or services to be purchased: Purchase of Response Management System from Daupler, Inc.

Anticipated Cost: $ 49,999.00

Sole Source Justification: The North Miami Beach Water Department requires a utility Response Management System (RMS) to provide call handling, triage, dispatch, incident response, and customer communication through an integrated platform. Daupler, Inc. provides its proprietary Response Management System (RMS), Daupler Call Agent, and associated AI modules, which are specifically designed for utility operations. These products incorporate Daupler's proprietary artificial intelligence models, developed and trained in-house using its utility incident dataset, as well as utility-specific call-handling scripts, escalation paths, response protocols, and dispatch playbooks. Daupler, Inc. exclusively designs, develops, owns, hosts, and operates these products, which are not licensed, distributed, or made available through any other company. Accordingly, Daupler, Inc. is the sole source for its proprietary RMS, Call Agent, and associated AI modules.

Action to be Taken: Interested firms or individuals may identify their interest and capability to respond to the requirement by submitting in writing their name, address, point of contact, telephone number, email, and a statement regarding capability to provide the specified procurement per the attached specifications. Interested firms will be considered only if they respond with clear and convincing documentation that they are capable of meeting or exceeding the requirements stated herein. All responses received within seven (7) calendar days after the date of publication of this synopsis will be reviewed by the City. A determination by the Chief Procurement Officer & sourcing Buyer not to compete this proposed action based on the responses to this notice is solely within the discretion of the Chief Procurement Officer.

All responses must be in writing and returned to ATTN: City of North Miami Beach, 17011 NE 19th Ave., Suite 315, North Miami Beach, FL 33162 by: e-mail to bids@citynmb.com. Note the number of the Sole Source Information inquiry on documentation.

mailto:bids@citynmb.com

Revised 06/2025

PROCUREMENT MANAGEMENT DEPARTMENT

SOLE SOURCE REQUEST FORM

TO: City Manager

VIA: Chief Procurement Officer

FROM:

Hamid Nikvan 11 ,u

Department Head (Name & Signature)

DATE:

10/22/2026

RE:

Annual Subscription Fees for Daupler Response Management System

Annual Expenditure not to Exceed: $ 49 ,999 .00 Vendor# 530940

Section 3-4.5 Exemptions for Bidding, Purchase of the following materials and services shall be exempt from the bidding process and subject to the spending limitations provided in subsection 3-3.14, unless otherwise provided by State law: a. Sole source purchases. Sole-source supplies and seNices. such as unique. patented. or franchised supplies or seNices. are exempt if the Purchasing Agent determines.

after conducting a good faith review of available sources. that the particular supply or seNice is available from only one (1) source.

Sole Source Justification: 3-4.8 Sole Source Purchasing. Department heads may recommend purchase of a part, commodity, or service from a sole source supplier after a reasonable search has been made to find other suppliers. The recommendation shall include a written justification documenting the potential vendors contacted, and the results. The Purchasing Agent shall either confirm the lack of additional suppliers or inform the Department of potential suppliers.

Daupler provides the only commercially available, integrated utility platform combining call handling, triage, dispatch, incident response, and customer communication. Its proprietary, in-house developed Al is trained on the industry's largest utility incident dataset to triage and route reports.

Daupler operates the utility industry's leading response management platform, providing real-time call intake, triage, dispatch, and customer communication for water, wastewater, electric, gas, and public works departments

Finance Director

Chief Procurement Officer (Up to $25,000)

City Manager (Up to $50,000)

Approved Date

Purchases exceeding $50,000.00 will be placed on the next Commission Agenda pending Procurement review.

17011 N.E.19th Ave., Suite 315 North Miami Beach, FL 33162 • P: 305-948-2946 • F: 305-957-3522 • bids@citynmb.com

Proposal

Hamid Nikvan hamid.nikvan@citynmb.com

(305) 948-2967 ext. 32001

North Miami Beach, FL Public Utilities Department - Water and Wastewater

Created Date: 10-20-2026

Expiration Date: 11-19-2026

8024 CONSER STREET

OVERLAND PARK, KS 66204

(913) 645-0664

WWW.DAUPLER.COM

2026 DAUPLER

Table of Contents

Introduction 3

Pricing Overview - One-Time Fees 4

Pricing Overview - Annual Subscription Fees 5

Signature Page 6

Implementation Approach 7

Project Timeline 8

Contact Us 9

2026 DAUPLER | PAGE 3

Introduction At Daupler, we believe in transforming the way communities respond to emergencies and manage their operations. Our platform is purpose-built to streamline incident response, enhance coordination, and empower teams with the tools they need to act quickly and effectively. This proposal outlines how

Daupler’s solutions can support your organization’s unique needs, reduce operational strain, and improve service outcomes for the people you serve. We look forward to partnering with you to build a stronger, more resilient operation.

Elena Napoletano

Director of Sales elena.napoletano@daupler.com

2026 DAUPLER | PAGE 4

Pricing Overview - One-Time Fees

Term Date: 12/01/2026 - 11/30/2027

One-Time Fees

One-Time Implementation Fee $19,999 1 $19,999

Our implementation team will guide you every step of the way to ensure a smooth, efficient, and successful platform setup tailored to your goals.

Training & Support (Standard) $4,999 1 $4,999

Includes two (2) training sessions prior to go-live for admin and crew. Also includes Premier 24/7 support from Daupler's utility-trained support team.

Discount $24,998

One-Time Fee Total $0

Product Price Quantity Total

2026 DAUPLER | PAGE 5

Pricing Overview - Annual Subscription Fees

Term Date: 12/01/2026 - 11/30/2027

Annual Subscription Fees

Response Management System with Daupler Call Agent - After

Hours - Phase 1 Initial

Deployment

$49,999 1 $49,999

Daupler Call Agent: After hours use (5pm-8am, weekends, and holidays). An AI-powered voice agent that naturally handles customer calls about outages or service issues‚ listening, asking clarifying questions, and capturing full context. It gathers critical details faster, eases staff workload, and improves the overall customer experience.

Daupler Callout: Call escalation, team/crew formation, problem response form automation, and arrival/departure documentation.

Daupler AI: AI/Classifier technology used to instantly triage inputs, escalate issues, and dispatch resources efficiently.

Daupler Engage: Web-based portal enables residents to track status of requests, receive real-time updates, and provide additional photos and notes for crew members, helping reduce unnecessary truck rolls.

Daupler Analytics: Heat mapping and crew performance tracking.

Daupler Events: Detects disruptions of service faster and sends real-time, event-specific updates to residents who subscribe.

Total $49,999

Product Price Quantity Total

2026 DAUPLER | PAGE 6

Signature Page Billing Details

Billing Address:

Payment Net: 30 Days

Billing Contact Email:

Billing Frequency: Annual

Annual recurring costs are subject to a 12% technology uplift fee.

Signature

The undersigned agree to the Terms and Conditions and agree to the execution as of the date signed, the Effective Date:

Daupler, Inc.

Name: John Bertrand

Title: CEO

Date:

Signature:

North Miami Beach, FL

Name:

Title:

Date:

Signature:

https://daupler.com/terms-conditions

2026 DAUPLER | PAGE 7

Implementation Approach

Our implementation process is designed to set your utility up for long-term success. Each implementation is configured specifically to your workflows and business rules. Once you're live, you have full control to update schedules, crew members, escalation trees, internal notification settings, and more. Our team remains available whenever you need us, but you'll never be dependent on us to keep things running.

Daupler recognizes implementation is a critical step in the successful adoption of our software.

While we have a turnkey software which can be implemented quickly, we recognize each client may have unique business requirements. We take a client-first approach to understanding needs and configuring or modifying workflows based on each organization’s business rules. We do not use a third-party for any software implementation services, and a dedicated Daupler

Implementation Specialist works closely with each client to ensure a smooth implementation process.

Level of Effort Required from Staff

Staff will be asked to attend 3-4 meetings and provide inputs such as incident types and response procedures, on-call schedules, shapefiles of service region, and user lists. We handle all integration and configuration requirements. We can also set up groups and users upon request.

2026 DAUPLER | PAGE 8

Project Timeline We customize each implementation process based on the needs of the enterprise.

Exact implementation schedules will depend on the scope of implementation.

Week 1-2 Kickoff Meeting +

Data Collection

• Introduction to Implementation and Account

Management teams

• Align on timeline, scope, and deliverables

Week 3-4 Documentation, Configuration

& Integrations

• Identify gaps, opportunities for efficiencies, and configuration requirements

• Data exchange, API requirements, credentials for integrations

Month 2 Development

• Establishing customer’s page within Daupler

• Configuring to meet the customer’s needsand processes

Month 3 Training and Go-Live

• User & Admin Trainings

• Product Review

• Product Launch

• Go-live

While most implementations follow closely to this timeline, delays can occur through slower data collection from the customer, and delayed timelines by integration partners.

Contact Us www.daupler.com elena.napoletano@daupler.com

8024 CONSER

OVERLAND PARK, KS 66204

September 24, 2026

City of North Miami Beach Public Utilities Department 19150 NW 8th Avenue Miami Gardens, FL 33169

To Whom It May Concern:

This letter is to confirm that Daupler's Response Management System (RMS), Daupler Call Agent, and the Daupler AI modules that operate within them are proprietary products designed, developed, owned, hosted, and operated exclusively by Daupler Inc. Together they form the only commercially available platform purpose-built for utilities that combines call handling, triage, dispatch, incident response, and customer communication in a single integrated solution.

Daupler AI, the models that triage and route every report within these products, is developed and trained in-house on Daupler's proprietary dataset of utility incidents, the largest in the industry.

Because that dataset exists only at Daupler, the capability is unique to Daupler: no division of Daupler Inc., nor any other company, makes or can make an equivalent product. These products must be purchased directly from Daupler Inc. There are no agents, dealers, resellers, or distributors authorized to sell, implement, or support these products.

Overview:

Daupler operates the utility industry's leading response management platform, providing real-time call intake, triage, dispatch, and customer communication for water, wastewater, electric, gas, and public works departments. Founded in 2017, Daupler now supports more than 250 utilities across 42 states and Canada with both after-hours and 24/7 coverage. Many of these customers, after evaluating alternatives, selected Daupler under sole source agreements because no comparable platform exists.

Industry Recognition:

Daupler has been recognized as a technology leader in the utility industry and has been the recipient of the following awards:

o 2022 GovTech 100 o 2023 GovTech 100 o 2023 Smart Water Summit Best Overall Vendor Presentation o 2024 GovTech 100 o 2024 Smart Water Summit Smart Water Vendor to Watch o 2024 Smart Utility Summit Vendor Partner to Watch o 2025 GovTech 100 o 2025 Power 25 #1 Fastest Growing GovTech Company o 2026 GovTech 100 o 2026 Smart Water Summit Best Product or Solution

1.888.201.5652 daupler.com

In addition, multiple Daupler customer utilities have been independently recognized for service quality and operational excellence achieved while operating on Daupler RMS. This includes:

o Olathe, Kansas o Lexington Utilities, NC o Shrewsbury Electric & Cable Operations, MA

Sole Source Justification:

The following describes the proprietary elements of each component of the Daupler platform and why no equivalent is available from any other source.

Daupler RMS Platform Daupler RMS is the only software platform purpose-built end-to-end for utility incident response.

While other vendors may offer adjacent tools, none deliver the full response lifecycle in a single, auditable system of record: intake, triage, dispatch, field response, customer communication, and reporting. Its proprietary elements include:

o Daupler's utility response workflow engine, which encodes the intake, escalation, dispatch, and documentation processes specific to water, wastewater, electric, gas, and public works operations and is configured to each utility's own procedures o A library of utility-specific call-handling scripts, escalation paths, response protocols, and dispatch playbooks developed over 8 years in active partnership with more than 250 utilities and available only within Daupler RMS o Daupler Callout: automated call escalation and crew dispatch, team and crew formation, problem response form automation, two-way mobile acknowledgement, and arrival and departure documentation o Daupler Engage: a customer-facing web portal showing the responding crew member's photograph, vehicle description, dispatch / arrival / departure timeline, and the reporting party's original report, with the ability for residents to track request status, receive real-time updates, and provide additional photos, notes, and access or safety instructions to the responding crew before arrival o Daupler Analytics: real-time and historical analysis of overall and user-specific response performance, including crew performance tracking, daily incident distribution, and heat mapping by incident type and geography o A complete time-stamped audit trail of every call, dispatch action, customer interaction, and field response, retained as a legally defensible record for reporting, public records requests, and after-action review o Out-of-the-box API integrations with leading utility software systems, including GIS, work order and asset management, outage management, and SCADA platforms o SOC 2 Type II certified, AWS-hosted cloud platform with 24/7/365 support

Daupler Call Agent, powered by Daupler AI Daupler Call Agent is Daupler's proprietary AI voice agent. It answers utility calls directly, holds a natural-language conversation with the caller, listens, asks clarifying questions, and captures full context, and it creates, classifies, and routes the incident inside Daupler RMS while the call is in progress, so no caller waits on hold. Daupler Call Agent is developed, trained, and operated in-house by Daupler, is available only as a component of Daupler RMS, and is not licensed to or offered through any other company. Its proprietary elements include:

o Conversational call handling built on Daupler's utility-specific call scripts and escalation protocols, configured to each utility's own procedures and supporting unlimited utility call types o Real-time classification of every report by department, incident type, and severity using Daupler AI models trained on Daupler's proprietary incident dataset o Creation of the incident record in Daupler RMS during the call, including caller information, location, and the caller's own description, followed by automated dispatch and notification according to the utility's protocols o Real-time transcription and a structured summary of every call, retained in the incident record as part of the audit trail o Configurable escalation paths that route a caller to a live person where a utility's protocol requires it o Continuous improvement of classification and call handling as Daupler's incident dataset grows, which cannot be replicated by any vendor without access to that data

Daupler AI Modules The AI capabilities within Daupler RMS and Daupler Call Agent are Daupler's own models, developed and trained in-house on the industry's largest proprietary dataset of utility incidents.

They are not licensed to, and are not available from, any other company. These modules include:

o Daupler AI: discriminative classifier models that instantly triage inputs from customers, staff, and infrastructure sensors, categorize each report by department, incident type, and severity against the utility's configured escalation protocols, and drive priority, escalation, and dispatch o Daupler Events: detects disruptions of service by automatically associating related reports into a single event and identifying duplicate reports, then sends real-time, event-specific updates to residents who subscribe, including response timeline and estimated time of restoration o Daupler Call Agent conversational AI: the call-handling, clarifying-question, and context-capture models described above, operating on Daupler's utility-specific call scripts and escalation protocols

Proprietary Methodology and the Industry's Largest Incident Dataset Daupler has built the industry's largest proprietary dataset of utility incidents, processing more than 200,000 incidents per month, to rapidly triage and categorize issues based on real-world experience. Daupler AI is trained on this dataset, and the dataset is not available to any other company. Additionally, Daupler's library of utility-specific call-handling escalation paths, response protocols, and dispatch playbooks has been developed over 8 years in active partnership with more than 250 utility customers. This expertise and resource library is available to every Daupler utility partner and is unmatched by any other vendor in the market.

Availability and Licensing Daupler RMS, Daupler Call Agent, and Daupler AI are designed, developed, hosted, operated, and supported exclusively by Daupler Inc. Daupler does not license its software, models, incident dataset, or protocol library to any other company, and no other company is authorized to sell, resell, distribute, implement, host, or support them. Daupler Call Agent, Daupler Callout, Daupler Engage, Daupler Analytics, Daupler Events, and Daupler AI are available only as components of Daupler RMS, are not sold separately, and do not operate on any other vendor's platform. There is no reseller, dealer, distributor, or authorized agent for these products. Daupler Inc. is the only source.

Sole Source Customers Daupler is currently working with more than 250 utilities and municipalities throughout the United States and Canada. Many of these customers, after evaluating alternatives, selected Daupler under sole source agreements. Examples of public agencies that have procured Daupler RMS through a sole source or other non-competitive award include:

o City of Hollywood, Florida (public sole source notice, no responses received) o Municipality in Florida serving a population of over 250,000 o Fulton County, Georgia (sole source justification approved by the Board of Commissioners) o County in Georgia serving a population of 90,000 o City of Oakland, California (waiver of the competitive process approved by City Council, 2025) o Municipality in California serving a population of approximately 90,000 (sole source renewal) o Municipality in California serving a population of approximately 70,000 (sole source determination) o Unified city-county government in Kansas serving a population of over 160,000 (sole source purchases since 2018) o Utility in Missouri serving a population of over 100,000 o Utility in North Carolina serving a population of over 250,000 o Municipality in North Carolina serving a population of approximately 50,000 (sole source award, no competitive solicitation) o Regional water and sewer authority in South Carolina (sole source documentation reviewed by procurement and awarded) o Utility in Tennessee serving a population of 50,000 o Municipality in Arkansas (sole source vendor purchase order) o Utility corporation in a U.S. territory (sole source contract filing)

Detailed references are available upon request.

Summary Daupler is the only company that designs, develops, hosts, operates, and sells Daupler RMS, Daupler Call Agent, and Daupler AI. The combination of utility-specific call handling, AI-driven signal triage, integrated field tools, customer-facing transparency, the industry's largest proprietary incident dataset, and multi-utility coverage across water, wastewater, electric, gas, and public works is not commercially available from any other provider and cannot be assembled from other vendors' products. For utilities seeking to modernize response, sole source procurement of Daupler RMS and Daupler Call Agent is justified by the lack of an equivalent offering in the marketplace, by Daupler's exclusive ownership of the products and the models within them, and by proven results across Daupler's 250+ utility customer base.

If you desire additional information, don’t hesitate to contact me at (913) 717-8787. Thank you for your interest in our software.

Sincerely, John P. Bertrand, PE

CEO

john@daupler.com

(913) 717-8787