Georgetown Ionwave #202637

City of Georgetown Solicits Utility Ticket Management System with Texas811 Integration

The City of Georgetown, Texas is seeking proposals for a Utility Ticket Management System to modernize and streamline its utility locate operations. - Government Buyer: - City of Georgetown Purchasing Department (with involvement from Water Services) - Products/Services Requested: - Utility Ticket Management System (cloud-hosted, scalable, and robust) - Must process approximately 42,316 tickets annually for 8 users - Required features: - Automated ticket intake, assignment (by area), reassignment, and escalation - Direct integration with Texas811 for ticket intake and positive response submission - Emergency notifications (including phone alerts) - Real-time tracking, reporting, and workload/on-time completion analytics - Role-based access and user collaboration tools - GIS integration (not required immediately but mentioned as a feature) - Lookup of closed tickets for up to one year - No current requirement for GIS or asset management system integration - Pricing to include: - Annual software subscription/license fees - Implementation and onboarding costs - Maintenance, support, and updates - Per-ticket costs - Training and support for up to 8 users - Services: - Design, development, implementation, maintenance, and ongoing technical support - Training and user documentation - Unique/Notable Requirements: - Cloud-hosted deployment preferred; remote implementation is acceptable - Implementation expected within two months of award - No migration of historical data required (but considered a benefit) - No specific OEMs or product models mandated; open to qualified vendors - Current system is Irth/Digtix, which will be replaced - Contract term: one year with up to four annual renewal options - Locations: - City of Georgetown Purchasing Department, 510 W. 9th Street, Georgetown, TX 78626/78627 - Accounts Payable: P.O. Box 409, Georgetown, TX 78627

Description

The City of Georgetown is soliciting proposals for a Utility Ticket Management System to enhance efficiency, accuracy, and accountability in utility locate operations. The system must integrate with the Texas811 system for ticket intake and positive response submission, support automated ticket assignment, reassignment, and escalation, and meet specified response time requirements for routine and emergency tickets. The City prefers a cloud-hosted solution and requires ongoing support for as long as the system is in use. Proposals must be submitted electronically by April 28, 2026, and the City will select the best value based on published evaluation criteria.

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