INCIDENT RESPONSE MANAGEMENT SYSTEM

The City of Port Arthur is seeking a web-based Incident Response Management System (IRMS) to manage customer grievances, after-hours callouts, daytime overflow, work orders, and incident response processes for the Water Utilities and Public Work Department. The system should have features such as after-hours call support, mass notification capabilities, citizen engagement portal, and objective documentation of response activities. The City requires a comprehensive response to every section of the RFP, and the proposal should be limited to 50 pages, excluding resumes. • The system should be able to gather information and use an algorithm to triage all calls appropriately to the designated and assigned Department staff. • The system should have mass notification capabilities through SMS text message, phone call, and/or email to specified service areas or a polygonal drawing on a map of the service area. • The system should have a citizen engagement portal with the ability to provide a link to a citizen who calls in, allowing them to confirm reported information, provide additional information, submit photographs, provide customer feedback scoring, and track the response process. • The system should provide objective documentation of response activities, including crew arrival and departure timestamps, crew arrival and departure location validation, crew communication with customers, and team formation with the internal response team.