RFP - Incident Response Management System

The City of Santa Paula has issued a Request for Proposals (RFP) for a cloud-based Incident Response Management System (IRMS) to support the Public Works - Water Division's operational needs. The procurement seeks a comprehensive web-based software system capable of handling after-hours call handling, incident triage, citizen engagement, field response coordination, documentation, reporting, and analytics for a community of approximately 32,000 residents across 8,300 service connections. Proposers must submit three copies of required documentation, including a signature affidavit, vendor profile, references, and a cost proposal by October 9, 2025, at 3:30 PM PDT. The city will evaluate proposals based on two primary criteria: qualifications and relevant experience (50 points) and completeness of functionality (50 points). Key technical requirements include live call handling capabilities, automated incident routing, a citizen engagement portal, and potential future integration with existing systems like MaintStar and GIS. The initial contract term is one year, with potential extension upon mutual agreement, and implementation costs will be invoiced in two phases: 25% upon Notice to Proceed and 75% upon successful deployment.

The RFP does not explicitly specify set-aside designations or restrictions for disadvantaged enterprises. The proposed system must provide comprehensive telephony capabilities without relying on existing city infrastructure and preferentially support single-use secure links delivered via SMS and/or IVR for resident interactions. While no incumbent vendor is mentioned, the system must integrate with the city's existing customer information and work order management systems. Potential vendors should note the preference for future real-time API integration with MaintStar and scheduled/batch data exchange with GIS, though these are not strict requirements. The RFP covers a service area of 5.4 square miles, and payments will be processed within 30 days of invoice receipt. Although a specific budget range is not disclosed, vendors should be prepared to provide a comprehensive solution that meets the city's detailed technical and operational requirements for incident response management.