The purpose of this RFP is to select the best-qualified proposer (hereinafter referred to as “Vendor) and award a County-approved contract to perform the Services and to satisfactorily complete all activities associated with the Goods/Services. Department Specific Requirements The selected vendor shall be responsible for delivering services that include, but are not limited to: 1. System Administration & Configuration Support • Maintain and support environments (production, test, supp, etc.). • Maintain and configure Accela modules (e.g., Planning, Building Permitting, Licensing, Enforcement). • Maintain and support configurable scripting. • Performance monitoring and tuning of Accela modules. • Integration monitoring with third-party systems (GIS, payment adapters, document management, etc.). 2. Implementation of system changes • Configure new record types, workflows, inspection types, custom fields and make form enhancements as needed. • Design and implement system updates to support evolving business processes. • Support record lifecycle management (from intake to closure). 3. Technical Support & Issue Resolution • Tier 1–3 help desk services for system administrators and power users through a ticketing system/process, including defined SLAs (response and resolution times). • Troubleshoot and resolve platform bugs, errors, and system performance issues. • Coordinate with Accela support as needed. • Compliance reporting (e.g., uptime %, SLA adherence). • Documentation of all system configurations, integrations, and customizations. • Regular service review meetings and reporting (monthly/quarterly).
