Customer Base Management Solution

Hillsborough County, Florida, is pursuing a sole source procurement for a Customer Base Management Solution from Acta Solutions, Inc., under Section 3-205(2)(f) of the County's Procurement Policy. The procurement involves a one-year subscription to the Acta Playbook + browser combo and Acta Browser Solution, valued at $56,768.00. The software enables county staff to generate consistent and accurate customer service responses across multiple platforms, including Outlook, ServiceNow, and the County's permit platform. Key deliverables include the Acta Smart Response System (an Outlook add-on), Acta Operations Manual (a browser extension), and Ask Acta AI software, which streamline customer service interactions across email, phone, walk-ins, and permit portal activities. Potential contractors who believe they can provide substantially equivalent software must submit challenges through the EUNA Procurement system no later than December 1, 2025, with clear and convincing evidence of comparable capabilities. The County reserves the right to extend the contract period, adjust service scope, and increase the award amount based on changing requirements.

Acta Solutions, Inc. is identified as a North Carolina-based Historically Underutilized Business (HUB) with proprietary software and exclusive manufacturing and distribution rights. The sole source designation is predicated on Acta being the only supplier licensed and authorized to provide this specific software solution. No specific set-aside designations beyond the HUB status are mentioned in the documentation. The procurement does not appear to have explicit restrictions on responding organizations, though challengers must demonstrate bona fide competition exists in the market. The existing technology infrastructure includes integration capabilities with Outlook, ServiceNow, and the County's permit platform. The total contract value is set at $56,768.00 for the initial one-year subscription, with potential for extension and scope adjustments. The County will review any properly submitted challenges to determine whether genuine alternative solutions exist before making a final award determination.