23SSN140274K-BKJ - Response Management System for Cityworks Asset Management System

Company shall offer a Response Management System that includes the following:

• Utilize technology to triage all related inputs, including alarms, sensors, phone calls, and other citizen reports, to prioritize dispatch
  • Shall be able to intake service areas and Fulton County specific response processes
  • Shall determine duplicate reports
• Provide integration to other key systems
  • Cityworks work order system
• Provide ability to easily schedule on-call personnel for streamlined dispatch process
  • Automated dispatch, through both text and phone call, to ensure timeliness and accuracy
  • Follow specific procedures and call trees as provided by Fulton County
  • System shall work with a predetermined list of entity incident types and dispatch to relevant staff according to the predetermined list
• Provide ability for on-call crew members to callout additional crew members for support automatically through the system
  • This callout feature shall allow for specific titles, roles, and skillsets to be selected
• Provide objective documentation of response activities
  • Crew arrival and departure timestamps
  • Crew communication with customers
  • Team callout with internal response team
• Provide a Customer Engagement Portal allowing citizens to confirm reported information, provide additional notes, submit photographs, and track the response process
  • Provide a link to citizens who call in
• Provide access to detailed customer information for each incident response
  • Responding crew members
  • Response timeline
  • Resident information (including name, phone number, & address)
  • Citizen Direct Information
    • Photographs and notes of communication from incident uploaded by citizen
• Provide an Event Detection tool that automatically determines if multiple incident reports are associated, and if so, identify related incidents as an “event”
  • Give city employees access to communicate with citizens to provide response timeline, estimated time of arrival, and estimated time that service will be restored
    • Engagement with citizen should be via both phone and text message
• Provide form for external call takers to input incident information, automatically initiating dispatch process
• Provide response data analytics
  • Team level performance statistics
  • User specific response performance
  • Call responsiveness during team formation
    • Including who accepted, declined, or ignored calls
  • Daily incident distribution list
  • Heatmap by incident type and date range
• Provides incident creation interface for use by Managers, Customer Service, or Admin staff
• Easily review, search, and query all incidents via customized dashboard