RFP 26-009-56 Managed Services Support Questions and Answers No. 4

The Shelby County Government is seeking a managed services support provider for its Memphis & Shelby County Division of Planning and Development. The provider will be responsible for supporting the county's Accela modules, which are already in place, and providing integration monitoring for third-party systems such as GIS, Payment Adapter, GovQA, and PermitHub. The provider will also be required to provide compliance reporting, data extraction, and training for staff and admins. The county is looking for a flexible and scalable approach to support its changing requirements. • The provider must be able to support multiple platforms and tools, including Mitel MiContact Center, Avaya, Microsoft Teams, and Zoom. • The provider must be able to provide integration monitoring for third-party systems. • The provider must be able to provide compliance reporting, including system uptime/availability, integration success rate, ticket response and resolution time, and upgrade success metrics. • The provider must be able to provide data extraction and analytics. • The provider must be able to provide training for staff and admins.