Workforce Management Replacement Consultant

The City of Charlotte, North Carolina is procuring consultant services to replace its legacy Workforce Management system (Service Suite version 9.8.1) currently deployed across the water utility department's residential and commercial service areas. This Request for Proposals (RFP # FY26-RFP-17) seeks qualified consultants to conduct research and data gathering, analyze departmental needs and priorities, provide vendor and system selection assistance, develop RFP documentation for the software solution, and deliver owner advisory services to support system implementation and digital transformation objectives. Key deliverables include strategic recommendations to improve technician productivity, enable real-time field communication and data capture, enhance customer service response times, and provide ongoing consultation through the RFP preparation and system implementation phases, with optional on-site project management support available throughout the implementation period. The consultant must demonstrate qualifications and experience in workforce management system implementations, with evaluation based on qualifications and experience (30%), cost effectiveness and value (30%), and acceptance of contract terms and conditions (40%). The pre-proposal conference was held February 10, 2026; questions must be submitted by February 17, 2026 at 5:00 p.m. through the Bonfire procurement portal; proposals are due March 3, 2026 at 2:00 p.m.; interviews are anticipated for March 25, 2026; contract award by City Council is anticipated for May 11, 2026; and services are scheduled to commence June 1, 2026, with implementation and training continuing through Fiscal Year 2028.

Participation in the Charlotte Business INClusion (CBI) Program is required, mandating submission of an MWSBE Utilization Form documenting minority-owned, woman-owned, and small business enterprise subcontractor participation, with failure to submit rendering proposals non-responsive. The City encourages firms to exhaust reasonable efforts in identifying qualified M/W/SBE partners for subcontracting opportunities and requires documented outreach efforts. Selected contractors must comply with extensive contractual obligations including comprehensive insurance coverage (automobile liability of $2,000,000 per occurrence, commercial general liability of $1,000,000 per occurrence, workers' compensation meeting North Carolina statutory requirements, and errors and omissions insurance of $2,000,000 per claim), background checks for all personnel prior to work commencement and annually thereafter, and payment to M/W/SBE subcontractors within seven days of receipt of payment from the City. Pricing proposals must include three separate fee schedules covering initial consultation with hourly rates and reimbursable expenses, ongoing consultation for RFP preparation and system implementation assistance, and optional on-site project management services, with all quoted prices remaining firm for 180 calendar days from the proposal due date and fixed for the entire contract period unless revised per contract provisions. No specific budget allocation or award value range is disclosed in the procurement documents, and no incumbent vendor is identified for this replacement project.