RFP 26-009-56A Managed Services Support

This solicitation seeks a qualified vendor to provide ongoing Managed Services Support for the Accela Civic Platform used by the Memphis & Shelby County Division of Planning and Development. The contract covers system administration, tiered technical support, reporting, integration maintenance, release management, training, and continuous performance optimization. The base term runs from contract execution through June 30 2026 with two optional one‑year renewals, and the County requires a minimum of 20 % of the contract value to come from locally‑owned small businesses. • Administer and configure Production, Test, and Staging environments of Accela (planning, permitting, licensing, enforcement modules). • Provide Tier 1‑3 help‑desk support with defined SLAs, incident tracking, and escalation to Accela vendor as needed. • Maintain existing integrations (GIS, payment processors, databases) and troubleshoot data‑flow issues. • Manage platform upgrades, patches, and post‑release validation, delivering change‑log summaries. • Produce and maintain custom reports/dashboards, and offer ad‑hoc data extracts for audits. • Deliver periodic training, user guides, and documentation; propose system optimizations and performance improvements. • Meet LOSB (Locally Owned Small Business) goals, submit required compliance forms, and carry appropriate insurance and indemnification provisions.