City-Wide Incident Management Solution

REQUEST FOR PROPOSALS

INTRODUCTION

The City of Surrey (the “City”) invites qualified Proponents to submit Proposals for the provision and implementation of an enterprise incident management solution (the “Solution”). The RFP seeks a centralized platform to standardize incident intake, management, and reporting across multiple service areas. The selected preferred Proponent will deliver the Solution and associated implementation services, including configuration, training, and go-live support.

OVERVIEW

The City strongly prefers a cloud-based, Software-as-a-Service, (the “SaaS”) enterprise incident management solution to standardize how incidents are reported, recorded, investigated, and analyzed across multiple City departments. The City currently manages incidents across three business areas:
 • PRC;
• Surrey Libraries; and
• Corporate Security.
 Each area uses its own mix of paper forms, Word documents, emails, and disconnected systems.

Through this RFP, the City is seeking a single solution, provided by a single vendor, that delivers standardized digital incident intake, centralized record management with a unique enterprise incident identifier, evidence attachment and CCTV reference logging, role-based access controls, full audit logging, automated notifications and escalation routing, and enterprise reporting and dashboards.

This RFP establishes the foundational enterprise platform and deploys it to the three business areas identified above. Integrations with the City’s existing systems (including PeopleSoft, APEX, and PRCMS), as well as advanced workflow automation, and advanced analytics are anticipated in later phases and are not within the scope of this RFP. Future phases may consider expanding the Solution to additional business units.
While system integrations are not within the scope of this RFP, the Solution should:
 • Support standard integration capabilities (e.g., APIs, web services) to enable future integration with City systems.
• Be compatible with the City’s identity and access management environment, including Microsoft Entra ID for Single Sign-On.
• Be designed in a manner that does not preclude future integration with systems such as PeopleSoft, APEX, and PRCMS.
ADDENDA

If the City determines that an amendment is required to this RFP, the City Representative will issue a written addendum by posting it on the BC Bid Website at www.bcbid.gov.bc.ca and the City Website at www.surrey.ca (collectively, the “Websites”), and upon posting, any addenda will form part of this RFP. It is the responsibility of Proponents to check the Websites for addenda. The only way this RFP may be added to, or amended in any way, is by a formal written addendum. No other communication, whether written or oral, from any person will affect or modify the terms of this RFP or may be relied upon by any Proponent. By delivery of a Proposal the Proponent is deemed to have received, accepted and understood the entire RFP, including any and all addenda.

All inquiries related to this RFP should be directed in writing to purchasing@surrey.ca