The Vendor is required to provide an integrated and interoperable digital platform that will serve as the City’s next-generation work order, asset management, call center tracking and ticketing interface, ITSM, and customer relationship management (CRM) ecosystem. While a single platform is desirable, the City recognizes the unique nature of this solicitation and that no single software may meet all needs equally. Therefore, Offeror(s) may propose modular or partner solutions, provided that data integration, interoperability, and secure sharing of information are seamlessly achieved across the related systems
- City’s current platform and processes are listed below:
A. Lack of data integration across platforms. Unable to share ticket information from city with portal (licensing and permitting) and Asset Management systems.
B. No customer facing element of city such that residents can monitor status of tickets and requests.
C. Unable to easily attach images, files, other file forms to tickets. Requires Staff to manage content on external network and share drives, which is cumbersome, difficult to search, and introduces risk.
D. Inability to compress the files without extra manual work, resulting in costly and ever-increasing storage requirements.
E. Reporting from city and extracting data is cumbersome, filtering is not always straightforward. Workarounds have been created using Crystal Reports, another legacy platform that the City is choosing to retire/replace.
F. Inability to route workflows.
G. A data model that does not support analytics and AI for understanding KPIs associated with performance and customer satisfaction.
H. Unable to easily tie work orders with assets. Similarly, Public Works’ assets are stored in city
while Facilities’ are in Asset Essentials. I. Lack of integration between Chat Comm (PSAP CAD) and city , results in information being transcribed incorrectly at times due to manual data sharing process.
J. Desire for better integration (or replacement) of city and the Sandy Springs Works App, an ArcGIS tool currently used to allow residents to report issues such as potholes.
K. Lack of integration between city and outreach methods such as Mail chimp and social media and Ever Bridge.
L. Non-standardized data and tickets lead to Staff having to “guess as to intent” of what was entered.
M. Internal view that sharing content is “clunky”.
N. It is challenging to determine if a request is duplicated from a previous one.
O. Searching for historical information and content is challenging.
P. There is no City-wide CRM, tracking communications and touch point opportunities is a shortcoming.
Q. Inability to share notes from city across departments such as Communications or Economic Development. Not having this functionality can lead to Staff not having proper context or incomplete information when contacting residents or local businesses.
- Asset Management platform must manage the full asset lifecycle across multiple facilities, fleet services, Information Technology (IT), stormwater, recreation, traffic, and other infrastructure. The platform is required to manage complicated assets with hierarchies, such as traffic intersections which can contain multiple assets such as traffic lights, cameras, cabinets, poles, lights, and other objects.
- CRM/311 system must capture, track, and route requests and feedback through multiple channels such as web, phone, social media, email, text, and handwritten responses. Ideally, the system will have data integration for work order and asset management such that the City can hear the “Voice of the Customer” (VOC), being able to identify commonly reported issues or locations, or underserved populations and areas. While data integration is a need, doing so in an ethical way that protects digital privacy principles such as “opt out by default” is important.
- Work Order Management system(s) must be able to issue, assign, prioritize, and track work orders City-wide while supporting mobile and offline field use. Work orders may be tied to multiple assets, as it is not always a one-to-one relationship. Support for parent-and-child tasks for work orders is also needed.
- Pre Proposal Meeting (Non-Mandatory): January 29, 2026
- Questions/Inquires Deadline: February 5, 2026
