Managed Services Support Questions and Answers No. 4

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 18, 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. 4

Category:

Office of Planning/Development

Status:

Open

Publish Date:

Tuesday, November 18, 2025 - 4:45pm

Close Date:

11/25/2025 - 4:00pm

Contact Person:

Sonja Worthy

[X]

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Business Hours:

8:00am - 4:30pm

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Shelby County

Tennessee

Lee Harris, Mayor

Questions and Answers No. 4

ISSUED: November 18, 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 potential bidders. Our answers

are listed below in red:

1. Who are your currently CCaaS/UCaaS suppliers?

o Mitel MiContact Center (MiCC), Avaya

o Microsoft Teams, Zooms. Other platforms and tools can also be

supported.

2. Can you please elaborate on the third-party systems that you need integration

monitoring for?

o GIS, Payment Adapter, GovQA, PermitHub data exchange

3. Are the Accela modules already in place today, or do they need to be

implemented?

o Accela modules are already in place. System configuration and growth are

ongoing.

4. Can you elaborate on the compliance reporting figures/KPIs that you’re looking

for?

o Compliance reporting may include:

 System Uptime/Availability – % availability outside scheduled

maintenance.

 Integration Success Rate – % of successful transactions with GIS,

payments, etc.

 Ticket Response & Resolution Time – SLA compliance for vendor

support issues.

 Upgrade Success Metrics – # of post-upgrade defects, regression

pass rate, etc.

5. Please elaborate on data extraction needs.

o Specific future data extraction needs are not fully known. We anticipate

the need for a flexible, scalable approach that supports a range of

potential extraction needs as our requirements change and evolve.

Extractions may include data extraction to support integrations with other

systems (GIS, finance/ERP, business intelligence tools); extracting data

sets for data reconciliation, cleansing, and quality checks; and analytics.

6. What type of training is needed for staff and admins?

o Our training needs will evolve as our business processes and system

configuration mature. Training may include Accela data schema, release

management protocols, troubleshooting steps/escalation, data extraction

methods, and training after upgrades or new features.

7. We are an LOSB, pursuing partnering opportunities. Do you have or can you

provide a list of primes that may have indicated an interest in this RFP?

We don’t have a list of Primes. Please reach out to Ms. Lopasheia

Thomas to express your interest in this project as an LOSB vendor. She’s

the point of contact for those seeking LOSB participation:

Ms. Lopasheia Thomas

Office of Equal Opportunity Compliance

160 North Main Street, Suite 200

Memphis, Tennessee 38103

Phone: 901-222-1100

Fax: 901-222-1101

E-mail: Lopasheia.Thomas@shelbycountytn.gov

8. We respectfully request a two-week extension to the due date.

Due to time constraints, we’re unable to extend the due date for this RFP.

Sincerely,

Signed Original on File

Sonja Worthy, Buyer

Purchasing Department

Shelby County Government

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Managed Services Support Questions and Answers No. 4

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