Managed Services Support - Questions and Answers No. 1

Agency:	Shelby County
State:	Tennessee
Type of Government:	State & Local
NAICS Category:	541512 - Computer Systems Design Services 541513 - Computer Facilities Management Services 541519 - Other Computer Related Services 541611 - Administrative Management and General Management Consulting Services
Posted Date:	Nov 5, 2025
Due Date:	Nov 25, 2025
Solicitation No:	RFP 26-009-56
Original Source:	Please Login to View Page
Contact information:	Please Login to View Page
Bid Documents:	Please Login to View Page

Description

Bid Title:

RFP 26-009-56 Managed Services Support - Questions and Answers No. 1

Category:

Office of Planning/Development

Status:

Open

Publish Date:

Wednesday, November 5, 2025 - 8:00am

Close Date:

11/25/2025 - 4:00pm

Contact Person:

Sonja Worthy

[X]

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Bid Title

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Business Hours:

8:00am - 4:30pm

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Shelby County

Tennessee

Lee Harris, Mayor

Questions and Answers No. 1

ISSUED: November 5, 2025

RFP 26-009-56

Managed Services Support

(Memphis & Shelby County Division of Planning and Development)

TO ALL PROSPECTIVE BIDDERS:

The following questions were submitted by a potential bidder. Our answers

are listed below in red:

1. Can the County confirm the current Accela Civic Platform deployment model

and version (e.g., Accela SaaS vs. on-premises)? Accela SaaS

2. Please confirm whether Accela licensing and hosting are already procured and

maintained by the County. Licensing has been procured. The Accela Civic

Platform was deployed in 2020.

3. Are there any existing integrations or plug-ins (GIS, payment, document

management, data warehouse) that require ongoing support? Yes.

4. Does the County expect the Managed Services Provider to include end-user

support or limit services to system administrator and departmental power-

user support? End-user support is not requested. Support is limited to back-

office support for administrators.

5. Is there an existing ticketing system in place, or should the vendor provide its

own? The vendor should provide a mechanism for receiving and managing

requests for service/tickets.

6. Does the County anticipate any onsite presence requirements, or is a remote

delivery model acceptable? Remote delivery is acceptable.

7. For pricing, does the County prefer a fixed monthly managed-services

fee or hourly rate-based billing? The proposer should present the pricing and

service model that best delivers the scope as written.

8. For optional renewal years, should vendors assume a fixed rate or may include

a reasonable annual escalation percentage? The proposer should present the

pricing and service model that best delivers the scope as written.

9. Can the County confirm whether there is a current or incumbent

provider supporting Accela and if a transition period will be defined?

There is no incumbent managed services provider.

10. Are there any upcoming Accela version upgrades or workflow enhancement

projects planned during the contract term? Yes.

Sincerely,

Signed Original on File

Sonja Worthy, Buyer

Purchasing Department

Shelby County Government

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Managed Services Support - Questions and Answers No. 1

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