Cloud-Based Telephone System Upgrade Services

The City of Chicago, Illinois, is seeking a vendor to provide assessment, recommendation, and optional implementation and migration services for its existing telephone system. The agency is trying to modernize its communication infrastructure by replacing its current Mitel/ShoreTel telephone system. The preferred solution is a cloud-based or Unified Communications as a Service system, though the agency will consider on-premises or hybrid options if the assessment justifies them. The scope of work requires a comprehensive, vendor-neutral assessment of the current system and detailed recommendations for the replacement. The selected vendor must analyze call handling workflows by department, after-hours call handling, and on-call rotations. The assessment must also address remote work and mobile communication needs, as well as integration requirements with other City systems such as records, computer-aided dispatch, enterprise resource planning, and scheduling. Only organizations based in the United States are eligible to bid on this opportunity. The agency expects the performance of the work to take place offsite. The agency has not disclosed a specific budget and is looking for cost proposals from bidders. All questions regarding this opportunity must be submitted no later than June 20, 2026.