UDOT RFP- Service Request Submission and Management Software

The Utah Department of Transportation is requesting proposals for a Service Request Submission and Management Software solution enabling the public to report transportation system problems, with proposals due September 25, 2026 under RFP UDOT2700049MH. A single contract award, structured as a five-year term, will go to the responsive and responsible vendor with the highest evaluation score.

The software must deliver a public-facing, mobile-responsive, ad-free interface available as both a smartphone application and website widget. Core functionality includes geolocation-pinned service request submission with image uploads and predetermined secondary questions; support for multiple request types (traffic signal timing, potholes, damaged signs, litter cleanup); GIS-based jurisdiction routing; and automated notifications to submitters and opted-in staff upon acknowledgment, active addressing, and resolution. The administrative console requires unlimited user accounts for UDOT staff, customizable service request categories with canned responses, role-based access controls, dashboard and map interfaces, API access with complete data export, and WCAG 2.1 Level AA accessibility compliance. Integration with State of Utah Qualtrics surveys and Google Analytics is required. Vendor must provide system support and training on upgrades. Three mandatory minimum requirements apply: support team credentials documentation, administrative and user management capabilities, and functional demonstration of the public-facing interface and automated notification system.

The annual budget cap is $41,000, with all pricing guaranteed for one year and subsequent adjustments requiring equal guarantee periods and 30-day advance notice supported by documentation. Evaluation comprises four stages: responsiveness determination; technical proposal evaluation (100 points across Implementation Plan & Timeline, Technical Support & System Maintenance, Administrative Functionality & Workflow Customization, Data Integration & Reporting Capabilities, and Digital Accessibility Compliance—minimum 75 points required to advance); live online meeting demonstration (75 points); and detailed budget evaluation (25 points). All pricing becomes public information after contract award.

Contractors must comply with NIST SP 800-53 security standards; maintain cyber security insurance with minimum aggregate limits of $5 million; encrypt all state data in transit and at rest; store data within U.S. borders; perform services within U.S. jurisdiction; pass Federal Criminal Background Checks and 10-panel drug tests; and provide one-year hardware and software warranties. The State retains ownership of all work products and data. Subcontractors require State approval and authorization to do business in Utah.