1. After hours call support services for Department’s calls: gather information and use an algorithm to triage all calls appropriately to designated and assigned Department staff. After hours are 5:00 pm to 8:00 am. 2. Mass notification capabilities through SMS text message, phone call, and/or email to specified services areas or polygonal drawing on a map of the service area. 3. Citizen engagement portal with the ability to provide a link to a citizen who calls in, giving them the opportunity to confirm reported information, provide additional information, submit photographs, provide customer feedback scoring and track the response process. 4. An interface where an external stakeholder, such as a citizen, can confirm reported information and submit additional information regarding their incident, such as photos and a description. a. The description should be analyzed automatically by algorithm to determine the type and severity of incident being reported. 5. Provides objective documentation of response activities, including: a. Crew arrival and departure timestamps b. Crew arrival and departure location validation c. Crew communication with customers including text and phone calls d. Team formation with internal response team 6. Provides access to detailed customer information for each incident response, including: a. Responding crew members b. Location validation c. Arrival and departure timestamps gathered automatically through the use of GPS either via smart phone or through an integration with a fleet management system. d. Response timeline e. Resident information f. Citizen Direct Communication a. Including photographs and notes of communication from the citizen 7. Provides response data analytics, including: a. Baseline overall response performance b. User specific response performance c. Call responsiveness during team formation d. Daily incident distribution for resource allocation e. Heatmap by incident 8. Provides a tool that can automatically determine if multiple incident reports are associated and if so, identify related incidents as an “event”, giving city employees access to communicate with citizens to provide response timeline, estimated time of arrival, and estimated time that service will be restored. a. Engagement with citizen should be through both IVR (interactive voice response), and opt-in text messages. 9. Provides easy to use software that follows existing procedures and empower Department staff regardless of experience level. 10. Provides incident creation interface for use by Managers, Customer Service, or Admin staff. 11. Easily photograph on-scene conditions within mobile interface. 12. Easily review, search, and query all incidents via customized dashboard. 13. Export standard incident reports, to the Department’s guidelines, for sending to internal and external Stakeholders. Reports should be in a standard, non-proprietary, file format, such as a PDF, TIF, XLS, or CSV format. 14. A cloud-based solution is preferred. 15. Installation and integration services must be included
