Digital Innovation Platform

This Request for Proposals (RFP #26-032) is issued by the City of Sandy Springs, Georgia (located in Fulton County) seeking qualified vendors to provide an integrated Digital Innovation Platform that consolidates work order management, asset management, call center tracking and ticketing, customer relationship management (CRM), and IT service management (ITSM) functionality into a seamlessly interoperable ecosystem. While a single integrated platform is preferred, vendors may propose modular or partner solutions provided that data integration, interoperability, and secure information sharing are seamlessly achieved across all systems. The City, with approximately 108,000 residents and 546 full-time employees, manages 273+ asset categories and 53,000+ existing assets, averaging over 5,000 work orders and 37,000 service requests annually. The platform must support internal staff and external residents across desktop, mobile (iOS/Android), and tablet environments, with critical requirements including multi-factor authentication, TLS 1.2 encryption, WCAG 2.1 Level AA accessibility compliance, real-time data synchronization, offline capability for field staff, and comprehensive voice-of-customer analytics. Technical proposals are limited to 15 pages plus 25-page questionnaire responses, and vendors will be evaluated on implementation plan quality, municipal references, customer support, integration capabilities, IT security measures, asset and work order management functionality, CRM/311 citizen interaction, ITSM capabilities, data analytics, and data migration procedures. Key deadlines include a non-mandatory pre-proposal meeting on January 29, 2026, at 10:00 a.m. EST via Teams webinar; question submission deadline of February 5, 2026, at 5:00 p.m. EST through Bonfire; answers posted by February 12, 2026; proposal submission deadline of February 20, 2026, by 2:00 p.m. EST through the online Bonfire portal; evaluation completion by March 6, 2026; demonstrations and interviews scheduled for March 27, 2026; and final selection anticipated in April 2026.

The RFP documentation does not explicitly identify set-aside designations or restrictions on the types of organizations eligible to respond; however, all vendors must complete a Vendor Responsibility Questionnaire (VRQ) as required by the State of Georgia for formal solicitations exceeding $100,000, disclosing any debarments, environmental violations, OSHA citations, procurement fraud convictions, foreign company of concern status, failed government contracts, ongoing investigations, or unresolved legal matters within the past five years. The City seeks to replace its legacy Lucity enterprise asset management system, which runs on Microsoft SQL Server 2016 (unsupported after July 14, 2026) and lacks critical integration capabilities, customer-facing elements, and advanced analytics. The selected vendor must provide detailed implementation plans addressing data migration from Lucity and existing systems, comprehensive user training, and security compliance documentation including SOC Type II certification, ISO 27001 compliance, and encryption standards. Required integrations include OpenGov (permitting/licensing), Esri ArcGIS Enterprise (GIS), Microsoft Teams, Entra ID/Azure AD, Tyler MUNIS (finance), ChatComm (public safety), Mailchimp (campaigns), and Manage Engine ServiceDesk Plus (ITSM). The cost proposal must detail implementation costs, annual subscription fees with escalation rates for five years, maintenance fees, and any API or data ingestion expenses; however, the specific budget range or award value is not disclosed in the RFP documentation.