Service Request Management System

Advertisement for Request For Proposals (IT)
Project Name: Service Request Management System
Project Number: 298-FY26-ITS-AvlAppSRM
The City of Asheville, NC is requesting proposals, per North Carolina General Statute
143-129.8 Purchase of Information Technology Goods and Services, from qualified firms to
provide equipment and services as listed below:
Description of Work:
The City of Asheville is seeking a Software-as-a-Service (SaaS) based Service Request
Management (SRM) system to manage service requests from the community residents. The
City seeks a modern, user-friendly, and efficient solution that meets accessibility requirements
(WCAG 2.1 Level AA) to streamline and enhance how community members submit, track, and
manage service requests across various City services.
Proposal Schedule:
Issuance of RFP Monday, 3/16/2026
Pre-Proposal Meeting (optional) Monday, March 23, 2026, 2:00pm
Meeting location: (Video call link)
https://meet.google.com/apb-kncu-bst
Deadline to Submit Questions Tuesday, March 24, 2026, 5:00pm
Proposals Due Tuesday, April 7, 2026, 5:00pm
Projected Project Start Monday May 4, 2026, 2026
Pre-Proposal Meeting attendance is highly encouraged but not mandatory.
Proposal Documents:
This Request for Proposals (RFP) is posted on the City procurement website at
www.ashevillenc.gov/bids. This is the official source of this solicitation. All updates to this
solicitation shall come in the form of published addenda and shall be published to the same
location. The City will not be responsible for full or partial sets of RFP Documents
including any addendum obtained from any other source.
The City of Asheville reserves the right to reject any or all proposals and to waive informalities.
Information:
All questions concerning this Request for Proposal (RFP) should be submitted via email to:
Scott Barnwell, Project Manager
sbarnwell@ashevillenc.gov
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Page 1 of 1 Template Revised 10/24/2025