Cloud-Based Incident Management Solution

The City is seeking a cloud-based, Software-as-a-Service enterprise incident management solution to standardize how incidents are reported, recorded, investigated, and analyzed across multiple departments. This centralized platform will standardize incident intake, management, and reporting across several service areas. The requested scope covers the software solution and associated implementation services, including configuration, training, and go-live support. The requested solution must be able to bulk import data from other databases or spreadsheet files, such as Excel and CSV, with the ability to map data structures to fields. Any APIs published to or called from City applications must be REST. The system needs to support different methods for sending notifications and receiving responses, specifically SMS, email, and phone calls. The agency requires the solution to integrate with leading Privileged Identity Management solutions and function alongside the City's standard Microsoft Defender for Endpoint. The software must have the ability to produce an audit of a user's interaction with data as well as audit reports for security logs. If scanning exclusions are required for Microsoft Defender, they must be limited as much as possible. Only onshore organizations based in Canada are eligible to bid on this opportunity. The selected vendor will perform all work offsite. Bidders must submit their proposals digitally via email or online, and the agency is currently looking for proposals to establish the budget.