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 wants to modernize its current Mitel/ShoreTel telephone system and requires a comprehensive, vendor-neutral assessment to determine the best path forward. While the agency prefers a cloud-based or Unified Communications as a Service (UCaaS) solution, it will consider on-premises or hybrid options if the assessment justifies that approach. The scope of work covers analyzing call handling workflows by department, after-hours call handling, and on-call rotations. The selected vendor must also evaluate remote work and mobile communication needs, along with integration requirements for other City systems such as records, Computer-Aided Dispatch (CAD), Enterprise Resource Planning (ERP), and scheduling. All project performance will take place offsite. Eligibility is restricted to onshore organizations based in the United States. The agency has not disclosed a specific budget and is looking for proposals to define the cost. Bidders must submit all questions regarding this opportunity no later than June 20, 2026.