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:	Apr 22, 2026
Due Date:	Apr 29, 2026
Solicitation No:	RFP 26-009-56A
Original Source:	Please Login to View Page
Contact information:	Please Login to View Page
Bid Documents:	Please Login to View Page

Bid Title:

RFP 26-009-56A Questions and Answers No. 1

Category:

Office of Planning/Development

Status:

Open

Publish Date:

Wednesday, April 22, 2026 - 11:15am

Close Date:

04/29/2026 - 4:00pm

Contact Person:

Sonja Worthy

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Name/Business Name *

Email Address *

Phone Number *

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: April 22, 2026

RFP 26-009-56A

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. How many users are there?

There are 30,778 Public Users, 418 active internal users, and 7 super users.

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

for super users/administrators.

2. How many Physical & Virtual Servers are there?

Server support is not requested or required. The Accela Civic Platform is a

hosted SaaS solution.

3. How many Laptops/Desktops are there?

Laptop/Desktop support is not requested or required.

4. How many Network Devices are there?

Network support is not requested or required.

5. What is the annual budget for this project?

There is no incumbent provider and no existing expenditures on this service.

6. How many shared printers, routers & firewalls?

Support for printers, routers & firewalls is not requested or required.

7. Is a ticketing system implemented and currently in use for formal IT help

request?

Yes. However, the vendor should provide a mechanism for receiving and

managing requests for service/tickets.

8. How many tickets are logged every month?

5- 10 monthly

9. What are the operating systems?

Support for operating systems is not requested or required.

10. Is the work entirely onsite or can it be done remotely to some extent?

We welcome a remote-first support model. No on-site support is expected.

11. If onsite is required, then how many onsite visits are required in a month?

We welcome a remote-first support model. No on-site support is expected.

12. Are there any Mobile devices. Are they being managed? If yes, what are you

using for MDM?

Yes, however, support for mobile devices is not requested or required

13. vCIO – Is there a current vCIO in place? If yes, how many hours a month support

do they provide?

No, there is not vCIO supporting existing technologies.

14. Is there any licenses requirement?

Bidders should show proof of being an Accela Certified Services Partner. No

licenses are required to support or deliver services for the Accela Civic

Platform.

15. Section II, Minimum Requirement #8 (Accela Certification)

The RFP requires vendors to "provide proof of being an Accela Certified Services

Partner." Could the County clarify whether this certification must be active and on

file at the time of proposal submission (April 29, 2026), or whether a vendor with

a pending or in-progress Accela certification partnership may still submit a

responsive proposal, provided proof of the application or partnership process is

included?

Proof of current status as an Accela Certified Services Partner should be

submitted with the proposal.

16. Section IX, Scope of Work (Current Environment)

To allow vendors to propose the most accurate and effective staffing model and

service delivery approach, could the County provide the following details about

the current Accela environment:

a) The current version of the Accela Civic Platform in use?

Accela SaaS, 25.3.0 (Most Current)

b) The approximate number of active Accela modules (e.g., Planning, Building

Permitting, Licensing, Enforcement)?

Six (6), soon to be seven (7)

c) The number of system administrators and power users currently supported?

Seven (7) to nine (9) super users

d) The volume of monthly support tickets or incidents (approximate)?

5- 10 monthly

17. Section IX, Scope of Work (Existing Integrations)

The RFP references integrations with third-party systems including GIS and

payment adapters. Could the County identify the specific third-party systems and

platforms currently integrated with the Accela Civic Platform (e.g., specific GIS

platform, payment gateway vendor, enterprise systems)? This will allow vendors

to accurately assess the technical expertise and staffing required.

Existing integrations include those for ESRI-based GIS, a custom built

payment adapter, GovQA records management, PermitHub data exchange.

18. Section IX, Scope of Work (Incumbent Vendor)

Is there a current Managed Services Provider supporting the Accela Civic

Platform for the Division of Planning and Development? If so, will the incumbent

vendor be permitted to bid on this RFP?

There is no incumbent managed services provider.

19. Section VII(c), Time Frame (Contract Start Date)

The RFP states the initial contract term begins "immediately upon execution of

the contract through June 30, 2026." Given that the proposal due date is April 29,

2026, and award notification is TBD, could the County provide an estimated

contract execution date? Additionally, will the initial contract period (through June

30, 2026) be treated as a partial-year term, with the first full renewal year

beginning July 1, 2026?

No, a contract execution date cannot be provided. If the contract is executed

prior to June 30, 2026, yes it will be a partial-year term.

20. Section XI(C)(4), Pricing Structure

The RFP requests itemized costs for each element of the scope of work. Should

vendors propose pricing on a fixed monthly retainer basis, a time-and-materials

basis, or both? Additionally, should vendors propose a separate hourly rate for

work outside the defined scope?

The proposer should present the pricing and service model that best delivers

the scope as written.

21. Section VI(H), LOSB Goal (20%)

Regarding the 20% LOSB participation goal: as a 100% woman-owned and

certified Diverse Business Enterprise (WBE/MBE/DBE), does HBCMSP's own

diverse certification status contribute toward or satisfy any portion of the LOSB

participation goal as the prime contractor, or is the 20% goal strictly applicable to

subcontractor participation?

This LOSB requirement/certification for Primes and/or Subs, is specific to

businesses headquartered and physically located in Shelby County

Tennessee.

22. Section XI(B), Proposal Copies

The RFP requires the completed Excel scorecard to be submitted on two (2)

separate USB devices. Could the County confirm whether the USB devices

should contain only the Excel scorecard files, or whether the full proposal

(including all supporting documents) should also be included on the USB

devices?

The USB devices should contain only the Excel scorecard files.

23. Is the Accela platform hosted on-prem, cloud, or vendor-managed (SaaS)?

The Accela Civic Platform is a hosted SaaS solution.

24. What level of responsibility does the MSP have for underlying infrastructure vs

application layer only?

There is no responsibility for infrastructure, only the enterprise solution and

integrations.

25. Are there any infrastructure dependencies impacting system performance that

fall under MSP scope?

None anticipated.

26. Would the County consider a 2-week extension?

We will proceed with the established timeline.

27. Would the County consider removing the LOSB requirement since there are no

LOSB Accela Certified Service Partners?

Removing the LOSB requirement is not an option.

For assistance with locating LOSB vendors please contact:

Ms. Lopasheia Thomas or Mr. Shep Wilbun

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

Shep.Wilbun@shelbycountytn.gov

28. Is the County looking for a set of specific hours annually for Managed Application

Services? If so, what are they?

We are not seeking services based on time and materials or a specific

allotment of hours.

29. Can the County clarify if you are looking for additional content/responses to the

Comprehensive Response section other than the Excel file?

Sections II and XI. outline all requirements for the submission.

30. Is the County looking for narrative responses to Section IX (Purpose/Scope of

Work)? If so, should that be included in the “Comprehensive Response to

Minimum Requirements & Required Services” section of our response?

Response to Section IX can be expressed in narrative format. Generally,

any written format that demonstrates how the bidder proposed to deliver to

scope is sufficient. All submissions should follow the guidance provided in

Section XI, which includes the recommended format for the proposal

section of the submission.

31. In RFP Section XI (Proposal Submission), Subsection B (Proposal Copies), #2 –

can you clarify that the only contents desired on the USB devices is the native

This page summarizes the opportunity, including an overview and a preview of the attached documents.

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Managed Services Support - Questions and Answers No. 1

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