Enterprise Content Management Software and Implementation Services

City of Redmond, Washington
Purchasing Division, M/S: 3NFN
15670 NE 85 Street
th
PO Box 97010
Redmond, WA 98073-9710
RFP 10915-26
Request for Proposals for
Enterprise Content Management
Software and Implementation Services
Posting Date: August 25, 2026
VENDOR QUESTIONS DUE: September 9, 2026 at 2:00 p.m. Pacific Time
Question Submittal to: kimatuzova@redmond.gov
PROPOSALS DUE: October 2, 2026 at 4:00 p.m. Pacific Time
Note: This RFP does not constitute an order for the goods or services specified. Vendor responses must
be received by the City of Redmond no later than the date, time, and location indicated above as the
proposal due date. Late submission of responses shall not be considered.

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TABLE OF CONTENTS
1. PURPOSE ............................................................................................................................. 3
2. BACKGROUND INFORMATION .............................................................................................. 3
3. SCOPE OF WORK AND TIMELINE ........................................................................................... 5
4. SUBMITTAL REQUIREMENTS................................................................................................. 6
5. REQUIREMENTS RESPONSE FORMAT .................................................................................... 8
6. PROPOSAL EVALUATION CONSIDERATIONS ........................................................................... 9
7. CONTRACT NEGOTIATION .......................................................................................................... 10
8. CONTRACT AWARD .................................................................................................................... 11
9. RFP TERMS AND CONDITIONS .................................................................................................. 11
EXHIBITS - See RFP packet which contains the following exhibits for inclusion in your RFP response:
Exhibit A - ECM Key Requirements (Word)
Exhibit B - ECM Vendor Pricing (Excel)
Exhibit C - ECM Customer References (Word)
The following Exhibits are for reference and will be executed with the selected vendor:
Exhibit D - Information Privacy and Security Agreement (IPSA)
Exhibit E - Business Associate Agreement (BAA)
Exhibit F - Consulting Services Agreement (Boilerplate)

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Section 1 - PURPOSE
The City of Redmond, WA (City) is requesting proposals from experienced and qualified vendors that can
provide Enterprise Content Management (ECM) software and services that satisfy the city's functional
and technical requirements contained within this RFP. Preferred vendors shall have experience in
successfully implementing the proposed solutions for cities of similar size and scope of services,
preferably for cities in Washington State. A detailed description of the products and services required are
contained in Section 3 - Scope of Work and Timeline of this RFP. Vendors can submit a proposal via
Docusign at www.redmond.gov/bids. Questions can be submitted by email to Katia Matuzova, Purchasing
Agent: kimatuzova@redmond.gov
Section 2 - BACKGROUND INFORMATION
City of Redmond, WA (City) was incorporated in 1912 and has evolved from a small logging and farming town
into an urban center driven by major companies like Microsoft and Nintendo of America. The City has
experienced steady population growth with approximately 82,000 residents while maintaining parks, trails,
and quality of life for its residents. As a hub for both business and recreation, Redmond continues to be a
leader in technological innovation and community engagement in Washington State.
The scope of the ECM implementation includes the following departments:
* City Clerk and Communications
* Finance/Payroll
* Human Resources
* Public Works
* Parks and Recreation
* Police/Fire
* Planning
* Technology and Information Systems
Approximate Citywide space usage for network drives & SharePoint:
* File Server FS-1: 20.5 TB
* File Server FS-2: 17.42 TB
* File Server PDFileserver-1: 11.42 TB
* SharePoint: 8.5TB
The City of Redmond currently has a distributed document management environment where each department
manages and maintains their own document types and systems for a variety of electronic and legacy record
types, including paper, PDF, Word, Excel, pictures, maps, cassette tapes, microfiche, mylar, large printed
documents, and other formats. Currently, there is no unified document management strategy at the City, and
each department has their own approach, methods, and tools for managing documents.
Every department uses a different combination of document storage locations, depending on the needs and
history of that department. Some paper documents are in file cabinets; others are at Iron Mountain. Some

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electronic documents are on-premises, while others are hosted in the Cloud. Maintaining all of these different
repositories of data requires maintenance of both physical and IT infrastructure.
Because the information is scattered, there is heavy reliance on department staff to know where to look for
documents between paper files (multiple storage locations), network drives, emails, text messages, and
software applications. In fact, there are many cases where the same document may exist in multiple systems
or locations simultaneously. This situation increases the complexity of the current environment.
The City Clerk is responsible for the City's records management and public records, with a primary focus on
council records and vendor contracts. The Clerk's office manages approximately 90 council meetings per year
(up to 5,000 pages of documents per meeting) and maintains ~500 contracts annually. A few years ago, the
department initiated a project to move all paper documents to SharePoint. While some documents were
transferred, not all were migrated. Since 2020, all contracts have been maintained electronically.
Council documents are managed using Legistar, eDocs, and GovQA. Records are maintained in both paper and
electronic formats. Paper files are kept in the vault room, and 30 to 40 boxes are stored offsite at Iron
Mountain. Electronic records are stored on SharePoint, network drives, Exchange/Outlook and GovQA for
records requests. The email system (Exchange/Outlook) retains all correspondence.
Managing public records requests for emails adds significant effort. From January to September 2025, more
than 209,000 emails were reviewed for public records requests. Cross-departmental requests are initiated and
managed by the Clerk's office to make sure they are responded to in a timely manner. A destruction log is
maintained as a PDF, which must be signed and routed through Docusign for approval prior to record disposal.
The Communications team uses SharePoint to manage their files including video, photography, and design
work. They store files on the N Drive (on-premises network drive) and utilize ArchiveSocial to capture social
media activity. The Communications team does not maintain paper records and generally retains all digital files
indefinitely.
Project Goal
The city is evaluating Enterprise Content Management Systems (ECM) with the intent to successfully
implement an ECM that will unify records management citywide, streamline Public Records Requests
management, improve document search, organize and facilitate cataloging of records, and support record
retention policies with less reliance on manual intervention. The primary goal of this selection project is to
provide tools that support strategic policies and procedures for document management for years to come.
The city must meet applicable laws for State of Washington retention schedules (RCW 40.14) for records. The
city is legally obligated to retain records in a way that is compliant with the State of Washington's document
retention laws. The city must be able to identify records, apply the appropriate retention policy, and properly
dispose of records in accordance with applicable laws when the retention period has been satisfied.
The city must also meet applicable public disclosure laws for email content (RCW 42.56). The city is legally
obligated to fulfill public disclosure requests in accordance with applicable laws. The city must be able to
properly identify records to fulfill a given request, ensure immutability of the record, and have the ability to
redact information that is exempt from disclosure. The city must be able to export all records that are
responsive to the given request in its native format and make it available on GovQA (https://govqa.com).
See Exhibit A for a list of key functional and technical requirements including systems integration needs.

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Section 3 - SCOPE OF WORK AND TIMELINE
The city intends to purchase an integrated ECM solution that includes the modules and functionality in scope
as defined in Exhibit A - ECM Key Requirements. Core functional areas being considered include:
* Technology
* AI Governance
* General Functionality
* Records Management & Document Storage
* Data Governance
* Scanning
* Workflow
* Retention and Compliance
* Records Search
* Public Records Requests (PRR)
* Reporting
The city expects to implement an ECM solution that includes process improvement through the
implementation of a new system and intends to adopt the best practices offered by the selected vendor.
Vendors who are invited to demonstrate their product should be prepared to discuss the application's best
practices and the system's ability to adapt to user preferences.
Timeline
The following is the estimated timeline for the selection of a vendor. The city reserves the right to modify or
reschedule this timeline as necessary.
Activity Dates
Release Request for Proposal August 25, 2026
Vendor Questions Due September 9, 2026
Vendor Questions Answers Posted September 18, 2026
Proposals Due October 2, 2026
Selection of Finalists October - November 2026
Software Demos November - December 2026
Due Diligence Review/ Software Selected December 2026 -January 2027
Contract Negotiations Q1 2027
City Council Approval Q1 2027
Implementation Kickoff Q2 2027
Section 4 - SUBMITTAL REQUIREMENTS
Proposals should provide straightforward, concise descriptions of the Vendor's ability to satisfy the city's
functional and technical needs. Emphasis should be placed on completeness and clarity of content. Proposals
should not exceed 50 pages including exhibits.

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City of Redmond utilizes Docusign for the electronic submittal of bids and proposals. This service is free of
charge for bidders and does not require that a bidder have a DocuSign account to complete the signature
process. Please refer to the instructions shared in the online posting for this RFP on www.redmond.gov/bids
for step-by-step instructions for submitting a proposal. Proposals are due on the date and time indicated in
this RFP. Submittals received after the deadline will not be considered.
The City is not responsible for any equipment or software failure that may cause a delay or non-delivery of
an electronic submittal. The City is not responsible for electronic proposals containing viruses that cannot be
eradicated, or that are corrupted as a result. Vendor responses must include the required proposal PDF and
completed templates in the formats specified below.
* One electronic PDF copy of your entire RFP proposal in the order defined in the table below;
responses should not exceed 50 total pages.
* Electronic copies of Exhibit A - ECM Key Requirements, and Exhibit C - ECM Customer References,
in MS Word format
* Electronic copy of Exhibit B - ECM Vendor Pricing in MS Excel format using the template provided in
the RFP packet. (Note that vendors may modify the vendor pricing to fit their pricing methodology)
Submission of a proposal shall constitute acknowledgment and acceptance of all terms and conditions
contained in this RFP and all exhibits and attachments.
Pre-Bidders Questions. Questions regarding this RFP may be submitted to the city via email to Katia Matuzova
kimatuzova@redmond.gov by the due date identified in the RFP schedule. The city will respond to submitted
questions and post responses by the date indicated in the schedule. No formal pre-bidders conference will be
held.
Responses to this RFP must adhere to the submittal format described below with the information as identified
in the following table. Marketing literature should NOT be included in your proposal.
SECTION TITLE INFORMATION TO BE INCLUDED
Section 1 Cover Letter and a. Provide a signed cover letter stating a brief
Company Background overview of your company
b. Reason for interest
c. The company's point of contact including name,
position, and contact information
d. A summary of the proposed software and
services for the scope of work defined in this
RFP.
e. Provide a statement to the effect that you
understand and agree to obtain a City of
Redmond business license as a requirement for
performing these services. A City business
license application can be found
at: http://www.redmond.gov/BusinessLicense.
Limit to two pages. Include a reference to
"Redmond RFP for ECM Software".

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SECTION TITLE INFORMATION TO BE INCLUDED
Section 2 Key Requirements Complete and insert a copy of the ECM Key Requirements
using the templated form in Exhibit A per RFP
instructions. Note: Electronic response Exhibit A must
also be provided electronically in MS Word format along
with your RFP response.
Section 3 Pricing Estimates Complete and submit a copy of the ECM Vendor Pricing
template in Exhibit B. Vendors may modify the pricing
spreadsheet to conform to their pricing methodology.
Exhibit B must also be provided electronically in MS
Excel format along with your RFP response.
Section 4 Technology Overview Provide a high-level overview of the system technology
that includes:
* Deployment options
* Data center security
* SSO
* Data security compliance (SOC1, SOC 2, etc.)
* Disaster recovery and related policies
* Service Level Agreement
* Mobile hardware and operating systems (if
applicable),
* Interface/integration tools
* Reporting tools
* Public portals including security administration
* AI strategy and available/future functionality
Section 5 Implementation Provide an overview of your implementation project
Methodology team, qualifications, and methodology that includes the
expected timeframe and phases for this project.
Section 6 Support Provide an overview of your customer support services
including hours, guaranteed response times, resources,
escalation process, and post go live tools and services.
Section 7 Customer References Complete and insert the Customer References using the
template provided in Exhibit C as part of the RFP
response. Customers should be similar in size and scope
to the City's project.
Section 8 Contract Performance Indicate whether at any time during the past five years
the Vendor has had a contract terminated for non-
performance, or has entered into legal action with a
customer including the situations and outcome.
Section 9 Exceptions Document any exceptions you have to the RFP content.

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Section 5 - REQUIREMENTS RESPONSE FORMAT
This section includes instructions for completing Exhibit A ECM Key Requirements Word template. This
document will become Section 2 - Key Requirements of your proposal. This is not a comprehensive list of all
the city's requirements but includes the key requirements that will be used to evaluate the proposals and will
be incorporated into the signed contracts.
Each requirement has a ranking indicating the importance of the requirement to the City:
R = Required
I = Important
N = Nice to Have
E = Explore (see if the vendor could support this requirement, but not required)
Software applications that are missing a significant number of required features and technology preferences
may be eliminated from consideration. Vendors must provide a rating and a comment for every line item
based on the table below. If the requirement does not pertain to the proposal being submitted, enter "N/A".
Line-item comments should include a brief 1-2 sentence narrative describing how the response is supported.
Do not put long paragraphs of information in the response or insert documents/images. Please do not
modify the format, font, numbering, etc. of this form in any way. The form MUST be submitted as a
separate document in MS Word format in your RFP response. If a submitted proposal includes blank
responses, the RFP response may be eliminated from consideration. Apply the following rating system to
each line-item requirement:
Y Fully supported by the current release of the software.
3P Supported with third party software (software not directly owned or controlled by the vendor
submitting the proposal).
C Customization is required to meet the requirement (changes to the underlying code must be
made, a report must be specifically developed, tables have to be created or modified, etc.).
F Future functionality on the product roadmap and supported in the next release of the software
(or releases) within the next 1 - 2 years. Supply a timeline of when this functionality is
anticipated for release.
N Not supported.
Sample Response Format: Please use the format below when completing your response.
General Rating and Comment
R 1. Audit trail with user, date, and time Y
stamp throughout all modules. System logs all transactions and stamps them
with user, date, time and before/after values. A
report can be generated to review audit
history.
Excessive use of "Standard Functionality" or similar does not provide us with the information required and is
not considered acceptable.

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Section 6 - PROPOSAL EVALUATION CONSIDERATIONS
The City will make the final determination of the selected vendor. The City's core team will evaluate the
proposals. The Evaluation committee is comprised of key project stakeholders who will review and evaluate all
proposals, with the intention of selecting a vendor who provides a proposal that, in the opinion of the City,
provides the best value and demonstrates proficiency in providing the necessary software and services in
scope. Cost will be evaluated using the formula: (Lowest Bid/Bid Evaluated) x Total Points available for scoring.
All proposals meeting the requirements of this RFP shall be reviewed and rated by an evaluation committee
according to the following criteria:
Criteria Score
Functional and Technical Fit 35
Implementation Approach & Project Execution 20
Cost Proposal 10
Vendor Support & Customer Service 15
Qualifications & Experience 15
Customer References 5
TOTAL 100 pts
Factors that will contribute to the decision of the selected vendor include but are not limited to:
* Project approach and understanding of the City's objectives
* Ability to meet the stated functional and technical requirements
* Ability to meet contract deadlines
* Staff availability for the project
* Proven, referenceable experience with similar organizations
* Compliance with statutes and rules relating to contracts or services
* Implementation methodology and history of success
* Estimated implementation duration
* Ongoing support options
* Estimated 5-year total cost of ownership
The city has engaged SoftResources to support the evaluation process. During the evaluation process, either
the city or SoftResources may request additional information, conduct clarifying conference calls, ask for a
demonstration, or take any other action it deems necessary to review and clarify submitted information for
the evaluation team. In addition, the city will require that a short list of finalist vendors conduct an onsite or
remote scripted product demonstration (TBD upon shortlisting finalist vendors) for its selection team.

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Short List Selection. Based on the evaluation of proposals, the city will select approximately 3 finalist vendors
to participate in the software demo process. Selected vendors will be notified by email by the date indicated in
the RFP schedule and will receive information on the requested dates and times. A custom Demo Script
document will also be issued to Vendors to prepare for the demonstration.
Pre-Demo Meetings. Once the Demo Script is issued to finalists, the city will invite vendors to attend pre-demo
meetings to address any questions about the city's current processes, provide logistics for the software demo
process and review script content for clarification.
Software Demos. The functional and technical product demos will be presented to the city by vendors
according to the Demo Script. All vendors must follow this script during their demo process. The evaluation
criteria for the demo process will include adherence to the script as well as the ability to successfully
demonstrate the product's ability to meet the city's functional and technical requirements. The city reserves
the right to request additional information, interviews, follow-up demonstrations or any other type of
clarification of proposal information it deems necessary to evaluate the final vendors.
Evaluation. The Evaluation committee will review and evaluate the Demos and conduct additional due
diligence including follow up demos, reference checks, additional information, etc. in order to make a final
decision of the selected vendor for the City.
Section 7 - CONTRACT NEGOTIATION
The City reserves the right to negotiate with the vendor that represents the best value to the City, not
necessarily the lowest cost. In no event will the City be required to offer any modified terms to any other
vendor prior to entering into an agreement with a proposer and the City shall not incur any liability to a
proposer because of such negotiation or modifications. It is the intent of the City to ensure it has flexibility to
arrive at a mutually acceptable agreement.
The finalist vendor will provide best and final contract-ready documents such as Pricing Agreements,
Statement of Work, Service Level Agreements, and any other contractual documentation for the city's review
and comment. The city will work with the finalist vendor to negotiate fair and mutually beneficial price, terms
and conditions.
The city intends to enter into an initial three-year agreement: with two (2) optional one-year renewal terms,
for a potential maximum total term of five (5) years, provided that 1) vendor is in compliance with the terms
and conditions of the contract and, 2) that the annual payment is cost-effective as determined by the city, and
3) that sufficient funds have been appropriated by the city. The city reserves the right to cancel this contract
at any time, upon thirty (30) days written notice to Vendor.
Should the city exercise a renewal option, the city and vendor may discuss any necessary changes to services
and will confirm price/rates prior to each renewal. Vendor shall notify the city in writing at least thirty (30)
days prior to any proposed price adjustment. Acceptance of such a request will be at the sole discretion of the
city.