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Bid Number: CSD2020-040
Bid Title: RFP for Service Request Management (SRM)/Work Order/Customer Relationship Management (CRM) Software
Category: Professional Services
Status: Closed
Bid Recipient: Chris Ghione, Public Service Director, City of Morgan Hill

The City of Morgan Hill (hereinafter “City”) is soliciting proposals for a Service Request Management (SRM)/Work Order/Customer Relationship Management (CRM) Software solution in support of Public Works.  The SRM/Work Order/CRM shall be a web-based, Commercial-Off-The-Shelf (COTS) solution including professional services, installation, implementation, and training.   While the City prefers a hosted cloud-based platform, it is open to an on-premise solution. Most of the functionality should already exist within the COTS, without the necessity of writing new software or new code to meet the City’s requirements. 

Community Services Maintenance Division: The Maintenance Division maintains City streets, sidewalks, trails, 3,700 streetlights, 470 open space/park acres, urban forestry, all City buildings, and a landscaping assessment district. Common Service Requests for this division include repair and maintenance for buildings, trees, roads, parks, and streetlights.

Utilities: The Utilities Division is responsible for the operation and the ongoing planning, maintenance, and operations of the City’s Water and Wastewater systems. The Utilities Division operates and maintains both systems with an experienced team of City staff members and specialized contract services. Ongoing operations are funded via enterprise funds through ratepayers paying to utilize the systems. Examples of Service Requests for this division include water main repairs, fixing sewer overflows, and handling street leaks.

The RFP submittals shall be evaluated in a three-phased approach, as described below.
PHASE 1 –Company Background, Customer References, Technical/Functional Requirements, and Documentation 
PHASE 2 – Interview/Demonstration and Reference Checks 
PHASE 3 – Final Total Cost & Statement of Work

Publication Date/Time:
12/11/2019 2:00 PM
Publication Information:
MH Times, December 20, 2019
Closing Date/Time:
2/7/2020 5:00 PM
Submittal Information:
City of Morgan Hill-City Hall-17575 Peak Ave., Morgan Hill, CA 95037
Bid Opening Information:
Not publicly opened
Pre-bid Meeting:
Contact Person:
Chris Ghione, Public Services Director, at
Download Available:
Plan & Spec Available:
Please download free of charge at
Business Hours:
Monday thru Friday 8 am-5 pm
Plan Holders List:
Please see
Proposer(s) must have at least 3 years of experience implementing SRM/Work Order/CRM software solutions. The years of experience must be demonstrated by detailing company’s experience, years providing SRM/Work Order/CRM software solutions and qualifications. The proposed solution must meet the Minimum Technical Requirements as outlined in Attachment 1 Statement of Requirements.
Related Documents:

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