Utility Response Management and Dispatch System

The City of Grand Rapids is seeking a qualified and experienced utility response management software company to provide after-hours call answering, dispatch system operations, and integration with other city systems. The selected company will be responsible for providing a utility-focused solution, including call escalation protocols, customer interaction tracking, and system integration with Cityworks. The company must also provide analytical tools and dashboards, ensure SOC 2 compliance, and apply Human-in-the-Loop principles in AI/ML-assisted processes. The contract will be for a duration of 1 year, with options for 2 one-year renewals. • The company must have experience working with water/sewer municipalities of similar size to the City of Grand Rapids. • The company must provide a dedicated project manager and account management staff to partner with the City. • The company must have a disaster recovery and business continuity plan in place. • The company must ensure that City data is not used to train or enhance its technology, and is not exposed to third-party language models or external AI platforms.