INCIDENT RESPONSE MANAGEMENT SYSTEM
| Location: | Texas |
|---|---|
| Posted: | Feb 20, 2026 |
| Due: | Mar 4, 2026 |
| Agency: | City of Port Arthur |
| Type of Government: | State & Local |
| Category: |
|
| Solicitation No: | P26-020 |
| Publication URL: | To access bid details, please log in. |
| Bid Number: |
P26-020
|
| Bid Title: |
INCIDENT RESPONSE MANAGEMENT SYSTEM
|
| Category: | Technology |
| Status: | Open |
|
Attachment Preview
CHARLOTTE M. MOSES, MAYOR
HAROLD L. DOUCET, SR.,
MAYOR PRO TEM
COUNCIL MEMBERS:
WILLIE BAE LEWIS, JR.
TIFFANY L. HAMILTON EVERFIELD
DONEANE BECKCOM
THOMAS KINLAW, III
DONALD FRANK, SR.
RONA LD BURTON, CPM
CITY MANAGER
SHERRI BELLARD, TRMC
CITY SECRETARY
ROXAN N PAIS COTRONEO
CITY ATTORNEY
February 19, 2026
REQUEST FOR PROPOSAL
INCIDENT RESPONSE MANAGEMENT SYSTEM
DEADLINE: Sealed proposal submittals must be received and time stamped by 3:00p.m., Central
Standard Time, Wednesday, March 4, 2026 (The clock located in the City Secretary’s office will
be the official time.) All proposals received will be read aloud at 3:15p.m. on Wednesday, March
4, 2026. in the City Council Chambers, City Hall, 5th Floor, Port Arthur, TX. Proposals will be
opened in a manner to avoid public disclosure of contents; however, only the names of proposers
will be read aloud.
MARK ENVELOPE: P26-020
DELIVERY ADDRESS: Please submit one (1) original and five (5) USB of your RFP to:
CITY OF PORT ARTHUR
CITY SECRETARY
or
P.O. BOX 1089
PORT ARTHUR, TEXAS 77641
CITY OF PORT ARTHUR
CITY SECRETARY
444 4TH STREET, 4th Floor
PORT ARTHUR, TEXAS 77640
POINTS OF CONTACT:
Questions concerning the Request for Proposal should be directed in writing to:
City of Port Arthur, TX
Clifton Williams, Purchasing Manager
P.O. Box 1089
Port Arthur, TX 77641
Clifton.Williams@portarthurtx.gov
Purchasing Division/Finance Department | Purchasing Manager, Clifton Williams,
P.O. Box 1089|444 4th Street| Port Arthur, Texas 77641| 409.983.8160 |Fax 409.983.8291
The enclosed REQUEST FOR PROPOSAL (RFP) and accompanying General Instructions are for
your convenience in submitting proposals for the enclosed referenced services for the City of Port
Arthur.
Proposals must be signed by a person having authority to bind the firm in a contract. Proposals shall
be placed in a sealed envelope, with the Vendor’s name and address in the upper left-hand corner
of the envelope.
ALL PROPOSALS MUST BE RECEIVED IN THE CITY SECRETARY’S OFFICE BEFORE
OPENING DATE AND TIME. It is the sole responsibility of the firm to ensure that the sealed RFP
submittal arrives at the above location by specified deadline regardless of delivery method chosen
by the firm. Faxed or electronically transmitted RFP submittals will not be accepted.
Clifton Williams
Purchasing Manager
Page 2 of 20
REQUEST FOR PROPOSAL
INCIDENT RESPONSE MANAGEMENT SYSTEM
(To be Completed ONLY IF YOU DO NOT BID.)
FAILURE TO RESPOND TO BID SOLICITATIONS FOR TWO (2) BID PERIODS MAY
RESULT IN REMOVAL FROM THE VENDOR’S LIST. However, if you are removed you will
be reinstated upon request.
In the event you desire not to submit a bid, we would appreciate your response regarding the
reason(s). Your assistance in completing and returning this form in an envelope marked with
the enclosed bid would be appreciated.
NO BID is submitted: ____ this time only
____ not this commodity/service only
Yes
No
Does your company provide this product or services?
Were the specifications clear?
Were the specifications too restrictive?
Does the City pay its bills on time?
Do you desire to remain on the bid list for this product or service?
Does your present work load permit additional work?
Comments/Other Suggestions:
Company Name:
Person Completing Form:
Mailing Address:
City, State, Zip Code:
Telephone:
Email:
Date:
Page 3 of 20
REQUEST FOR PROPOSALS (RFP)
INCIDENT RESPONSE MANAGEMENT SYSTEM
PURPOSE
The City of Port Arthur (City) seeks proposals from qualified Firms or Companies
(Proposers) to provide a web-based Incident Response Management System (IRMS)
for the Water Utilities and Public Work Department. The system will manage customer
grievances, after-hours callouts, Daytime overflow, work orders, and incident response
processes.
PROJECT SCOPE
Project Description
The City is soliciting sealed Proposals to obtain a web-based software system
to handle customer grievances, after-hours callouts, and work order
management for the Water Utilities and Public Work department.
Response Management System Specifications:
1.
After-hours call support services for the department’s calls:
gather information and use an algorithm to triage all calls
appropriately to the designated and assigned Department staff.
After-hours are 5:00 pm to 8:00 am.
2.
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.
3.
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.
4.
An interface where an external stakeholder, such as a citizen, can
confirm reported information and submit additional information
regarding their incident, such as photos and a description.
a. The description should be analyzed automatically by an
algorithm to determine the type and severity of the
incident being reported.
5.
Provides objective documentation of response activities, including:
a. Crew arrival and departure timestamps
b. Crew arrival and departure location validation
c. Crew communication with customers, including text and phone
calls
d. Team formation with the internal response team
Page 4 of 20
6.
Provides access to detailed customer information for each
incident response, including:
a. Responding crew members
b. Location validation
c. Arrival and departure timestamps gathered automatically through
the use of GPS, either via smartphone or through an integration
with a fleet management system.
d. Response timeline
e. Resident information
f. Citizen Direct Communication, including photographs and notes
of communication from the citizen
7.
Provides response data analytics, including:
a. Baseline overall response performance
b. User-specific response performance
c. Call responsiveness during team formation
d. Daily incident distribution for resource allocation
e. Heatmap by incident
8.
Provides a tool that can automatically determine if multiple
incident reports are associated and, if so, identify related
incidents as an “event”, giving city employees access to
communicate with citizens to provide a response timeline,
estimated time of arrival, and estimated time that service will be
restored.
a. Engagement with citizens should be through both IVR
(interactive voice response) and opt-in text messages.
9.
Provides easy-to-use software that follows existing procedures
and empowers Department staff regardless of experience level.
10.
Provides an incident creation interface for use by Managers,
Customer Service, or Admin staff.
11.
Easily photograph on-scene conditions within the mobile interface.
12.
Easily review, search, and query all incidents via a customized dashboard.
13.
Export standard incident reports, to the Department’s guidelines,
for sending to internal and external Stakeholders. Reports should
be in a standard, non-proprietary file format, such as a PDF, TIF,
XLS, or CSV format.
14.
A cloud-based solution is preferred.
15.
Installation and integration services must be included
Page 5 of 20
This is the opportunity summary page. It provides an overview of this opportunity and a preview of the attached documentation.
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