Request for Information: Unified Dispatch - APIS/IVR Licensed Software System, Support and Maintenance

Broward County, Florida has issued a Request for Information (RFI) regarding the potential sole-source procurement of support and maintenance services for a Unified Dispatch APIS/IVR Licensed Software System used in paratransit call center operations. The procurement seeks to determine whether this proprietary system is available from multiple vendors or if Unified Dispatch, LLC remains the only qualified provider capable of meeting the County's technical and operational requirements. The contractor must provide comprehensive support and maintenance services including timely installation of updates and upgrades, on-call telephone and email support during business hours with emergency after-hours availability, on-site preventative maintenance and system checks, personnel training, and documentation updates. Service level requirements are stratified by event priority, with critical events requiring a 30-minute response time and four-hour resolution target, severe events requiring one-hour response and eight-hour resolution target, minor events requiring one-hour response and three-business-day resolution target, and minimal events requiring one-day response and five-business-day resolution target. The contractor must maintain a toll-free reporting line and provide 24/7 support across all County agency locations, with all personnel suitably trained in system operation and support. Monthly performance reports and quarterly performance reviews are required at no additional cost to the County. The RFI was posted on February 5, 2026, with responses due by February 13, 2026, and prospective vendors are instructed to submit information through the County's electronic bidding system demonstrating their capability to meet or exceed the County's requirements or to provide documentation contesting the sole-source designation.

The RFI does not contain explicit set-aside designations or restrictions on organization types eligible to respond, nor does it identify specific disadvantaged enterprise requirements. Unified Dispatch, LLC is the incumbent vendor whose proprietary system currently serves the County's paratransit call center operations with a royalty-free, perpetual, non-exclusive license for up to 24 concurrent users; the County has indicated that reliability and maintainability could be degraded and warranty may be voided if an alternate supplier is utilized. No specific award value or budget range is disclosed in the RFI documentation, as this is expressly identified as a Request for Information and not a request for pricing or a purchase commitment. The Director of Purchasing retains sole authority in determining whether to designate the procurement as sole-source, with that decision not subject to objection, protest, or appeal. Prospective vendors submitting responses should include supporting documentation demonstrating whether comparable commodities or services are available from multiple suppliers and whether their offerings meet the County's operational needs for the paratransit call center automation system.