RP013-26 Provision of Short-Term Rental Monitoring and License Administration on a Multi-Year Contra

April 16, 2026
REQUEST FOR PROPOSAL
The files
RP013-26
The Gwinnett County Board of Commissioners is soliciting competitive sealed proposals from qualified service
providers for the Provision of Short-Term Rental Monito ring and License Administration on a Multi-Year Contract
for the Department of Planning and Development.
Proposals must be returned in a sealed container mark ed on the outside with the Request for Proposal number
and Company Name. Proposals will be received until 2:50 P.M. local time on May 21, 2026 at the Gwinnett County
Financial Services - Purchasing Division - 2nd Floor, 75 Langley Drive, Lawrenceville, Georgia 30046. Any proposal
received after this date and time will not be accepted . Proposals will be publicly opened and only names of
submitting service providers will be read at 3:00 P.M. The opening will be virtual ONLY. To access the proposal
opening, click the following Webex link
(https://gwinnettgov.webex.com/gwinnettgov/j.php?MTID=mc4ddf938e945edbed8a9847d79a29c7c), or dial
408-418-9388, and enter Conference ID 2338 680 2142##. A list of service providers submitting proposals will be
available the following business day on our website www.gwinnettcounty.com.
A Webex pre-proposal conference is scheduled for 3:00 P.M. local time on April 28, 2026. To access, click the
following Webex link
(https://gwinnettgov.webex.com/gwinnettgov/j.php?MTID=m03762629bfc4c3d80325aaa6b42bb5ae), or dial
408-418-9388, and enter Conference ID 2337 660 1737##. Questions regarding proposals should be directed to
Casey Beauston, Purchasing Associate III, at Casey.Bea uston@GwinnettCounty.com or by calling 770-822-7995,
no later than 3:00 P.M. local time on May 5, 2026. Proposals are legal and binding upon the service provider when
submitted. One single sided unbound original, five (5) copies, and one (1) electronic copy on a flash drive should
be submitted. The cost proposal is to be submitted in a separate sealed envelope and should not be included in
the copies mentioned above.
Successful service providers will be required to meet insurance requirements. The Insurance Company should be
authorized to do business in Georgia by the Georgia Insurance Department and must have an A.M. Best rating of
A-10 or higher.
Gwinnett County does not discriminate on the basis of disability in the admission or access to its programs or
activities. Any requests for reasonable accommodatio ns required by individuals to fully participate in any open
meeting, program or activity of Gwinnett County Government should be directed to the ADA Coordinator at the
Gwinnett County Justice and Administration Center, 770-822-8165.
The written proposal documents supersede any verbal or written prior communications between the parties.
Selection criteria are outlined in the request for proposal documents. Gwinnett County reserves the right to reject
any or all proposals to waive technicalities, and to make an award deemed in its best interest.
Award notification will be posted after award on the County website, www.gwinnettcounty.com and companies
submitting a proposal will be notified via email.
We look forward to your proposal and appreciate your interest in Gwinnett County.
The following pages should be returned: Code of Ethics Affidavit, Page 30
Casey Beauston, CPPB Contractor Affidavit & Agreement, Page 31
Purchasing Associate III References, Page 15
Service Provider Information, Page 16 Exhibit B - Functional Requirements Response
Cost Proposal (separate sealed envelope), Page 17 Workbook (attached Excel file)

RP013-26 Page 2
1.0 BACKGROUND AND INTRODUCTION
The Gwinnett County Department of Planning and Development (user department) is seeking
qualified service providers to provide Short-Term Rental (STR) Monitoring and License
Administration on a multi-year contract.
These services will assist the department with implementing the County's Short-Term Rental
Ordinance that was adopted by the Board of Commissioners on April 14, 2026. The ordinance will
go into effect on April 14, 2027, and establishes the following requirements for short-term rental
(STR) owners within unincorporated Gwinnett:
* Obtain a short-term rental (license) annually
* Designate a local agent that lives in Gwinnett or an adjacent County
* Obtain an interior property maintenance inspection every two years
* Comply with established operational requirements
The department is seeking a qualified and experienced service provider to implement and manage the
new short-term rental licensing process, provide and maintain the software necessary to support the
licensing process, and monitor short-term rental activity in Gwinnett.
2.0 SCOPE OF WORK
The scope of work for the selected service provider will fall into two (2) primary categories:
administration of the new STR licensing program and monitoring of STR activity in Gwinnett and
more broadly.
A. Short-Term Rental Licensing Administration
The selected service provider will be expected to manage all aspects of the new STR licensing
program, to include the following services. All forms, correspondence, web content, and other
documents made available to the public or sent to applicants or STR owners must be approved
by the department in advance.
1. Program Implementation
* Work with Gwinnett County to develop forms and applications necessary for the
license application as well as web content and frequently asked questions to
educate short-term rental owners and residents on the licensing process. All forms
and web content must be branded and developed in collaboration with the
County's Communications Department.
2. License Application Review and Issuance
* Review all new applications and renewals to verify compliance with department
policies and procedures, process license payments, and issue licenses.
* Proactively communicate with applicants regarding missing information in an
application.
* Email two (2) reminder notifications in advance of license renewal deadlines and
past due notices when a license renewal date has passed.
* Monitor deadlines for each license account to ensure renewals are processed
timely and late fees are assessed as appropriate.

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* Any denial, suspension, or revocation of a license must be approved by the Code
Enforcement Division Director or designee.
3. Customer Support and Service Level Agreements
* Provide customer support via phone and email to answer inquiries regarding the
short-term rental licensing process from 8:00am - 5:00pm, with the exception of
weekends and holidays observed by Gwinnett County Government.
* Meet established service level agreements, to include the following:
Phone calls and emails will be returned by the next business day.
o
When a license application is received, the applicant will receive a response
o
within three (3) business days, indicating whether the application has been
approved and a license has been issued, more information is needed, or the
application has been denied. If more information is needed, the applicant will
receive specific direction on what is missing. When an applicant resubmits
their application with additional requested information, the selected service
provider will respond within three (3) business days, again indicating whether
the application is approved and a license has been issued, more information
is needed, or the application has been denied.
Average telephone hold times should not exceed five (5) minutes.
o
4. Online Application and Payment Portal - Solution Overview (Provide a detailed response
to each of the items below. Be sure to include the item # and item repeated before each
corresponding response.)
The County seeks a turnkey, web-based Online Application and Payment Portal as part of
a comprehensive Software-as-a-Service (SaaS) Short-Term Rental (STR) Licensing and
Monitoring solution. The portal shall serve as the primary public interface for short-term
rental owners and operators to apply for, renew, track the status of, and pay for STR
licenses, while providing a secure, efficient, and user-friendly experience.
4.1. Describe at least two (2) examples of service provider experience implementing
STR Licensing and Monitoring solution portals, preferably in public sector.
The selected service provider shall deliver a fully hosted solution that requires no custom
software development by the County and is operational upon deployment. The platform
shall support the full STR licensing lifecycle, from initial application through renewal and
ongoing compliance, and must be configurable to reflect the requirements of the County's
adopted Short-Term Rental Ordinance.
4.2. Describe the information your company will need from the County along with the
types of participation from County staff to implement the SaaS service provider-
managed solution.
4.3. Provide a detailed breakdown of how the software designed in the online portal
takes applicants through the full lifecycle of applying, monitoring, receiving and
renewing STR license applications.
4.4. Define how the service provider defines "configurable" with regards to the tasks
required to incorporate Gwinnett County requirements.

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The online application portal shall be configured to collect all information, certifications,
and supporting documentation required by the STR Ordinance, including any required
attestations or acknowledgments. Where feasible, the County strongly prefers the use of
fillable, web-based forms rather than static PDF documents that must be uploaded as
attachments, to improve data quality, accessibility, and ease of use for applicants.
4.5. Describe all acceptable document types for uploading.
4.6. Describe security measures in the proposed platform to eliminate the risk of
viruses, denial of service attacks, and related digital attacks that could limit the
performance and availability of the service provider portal.
4.7. Provide screenshots of previously built STR portals that indicate the look and feel
of the portal proposal.
4.8. Describe how the portal allows applicants to conduct the following tasks:
4.8.1. Create and manage user accounts
4.8.2. Submit new STR license applications
4.8.3. Renew existing licenses
4.8.4. Upload supporting documentation
4.8.5. View real-time application and license status
4.8.6. Receive automated notifications regarding application progress,
approvals, denials, and renewal deadlines
The solution shall include an integrated online payment portal that allows applicants to
securely pay all applicable application, renewal, and other associated fees. The payment
functionality must comply fully with Payment Card Industry Data Security Standards (PCI
DSS) to ensure the security and protection of applicant payment information and be
separate from the County's existing payment processing systems.
4.9. Provide proof of a current Attestation of Compliance (AOC) for proposed portal
payment processing service.
4.10. Describe service provider experience providing payment processing systems for
STR portal solutions in the public sector.
4.11. Describe usage guidelines, restrictions and requirements by the service provider
for County residents that pay through the online payment portal.
The online application and payment portal shall be available 24 hours per day, 7 days per
week. Any routine maintenance requiring system downtime shall be minimized and, when
necessary, clearly communicated to users via online notice at least one (1) week in
advance and conducted in early morning hours, preferably over weekends.
4.12. Provide maintenance schedule including day(s) of the week and times. Also
include the duration of maintenance windows, frequency and notifications
provided to portal users.
4.13. Provide the uptime percentage for the online portal, including the payment
gateway, that the County can expect from the service provider.

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The portal shall be accessible through a link on the Gwinnett County website and must be
branded in coordination with the County's Communications Department to ensure a
consistent look, feel, and user experience aligned with County digital standards and
public-facing websites.
4.14. Provide at least two (2) examples of landing pages for existing STR portal
websites.
All proposed solutions must comply with the County's security requirements as outlined
in Exhibit A - Security Requirements for Purchases. Service providers must explicitly
acknowledge acceptance of all terms contained in Exhibit A. Any requested exceptions
must be clearly itemized, justified, and submitted with the proposal. The County reserves
the right to accept or reject any proposed exceptions.
4.15. Acknowledge acceptance of all terms contained in Exhibit A - Security
Requirements for Purchases and specify any exceptions as noted above.
4.16. Clarify what browser requirements are needed to access all available features of
the portal including browser type and release levels.
4.17. Departmental workstations accessing the portal will be on the Gwinnett County
network. Describe portal network access requirements, if any, that may involve
firewall access.
The County requires disclosure of the use of Artificial Intelligence (AI) or Machine Learning
(ML) technology. If the proposed solution contains an AI or ML component, then provide
responses to the following questions:
4.18. Provide a brief description of how AI or ML is used in the solution and specifically
in what features/functions.
4.19. Is the AI/ML usage deterministic (meaning it is rules-based) or probabilistic
(meaning it requires prediction, classification, or pattern detection)?
4.20. What data is required for the AI/ML component to function, and will the service
provider's solution continue to use the County's data to enhance the solution's
efficiency?
4.21. Does the data contain personal, sensitive, or regulated information and how will
data be stored, secured, and accessed?
4.22. Describe how the model works and how often it will require retraining.
Provide an answer to the questions for each of the security pillars below and rate each
one based on an impact level of high, moderate, or low in the event of a security breach or
an outage lasting a few days.
4.23. Confidentiality: What would happen if the data in this system were exposed to
unauthorized individuals?
4.24. Confidentiality: Does the proposed solution store, process, or transmit any
County data?

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4.25. If yes to 4.24, is any of the data stored or used in proposed solution subject to
Open Records or considered sensitive?
4.26. Integrity: What would happen if the data was tampered with or modified by
unauthorized individual for malicious purposes?
4.27. Integrity: Could such actions result in negative consequences, such as
compromised decision-making, financial loss, reputational damage, or legal
issues?
4.28. Availability: What would happen if the proposed solution or data were
unavailable to the department for some length of time? How would the County
provide continuous operations?
Provide responses to the following security-related questions.
4.29. If available, provide a Service Organization Control (SOC) 2 Type ll report that is
inclusive of all five (5) Trust Service Principles (Security, Availability, Processing
Integrity, Confidentiality, and Privacy). This does not include SOC 2 certifications
for web service platforms such as Microsoft Azure, Amazon Web Services, or
Google Cloud Platform.
4.30. What encryption standard does the proposed solution provide for data at rest
and in transit?
4.31. Does the proposed solution support multi-factor authentication (MFA) and single
sign-on (SSO)?
4.32. Describe the solution service provider's incident response protocol.
4.33. How is the County's data segmented from other customers that may use the
proposed solution, including whether architecture is multi-tenant or single-
tenant?
4.34. Does the solution service provider provide security event detection and audit
logging?
4.35. Describe data retention and deletion policies to inactive accounts.
4.36. Describe up-time guarantees and Service Level Agreement (SLA) terms for
proposed solution.
4.37. Does the solution service provider outsource any aspect of the service portal or
technology component of the proposed system to a third party? If so, describe
how data is shared and if third-party service providers comply with service
provider's security standards.
4.38. If third parties are used as noted in 4.37, how does service provider audit the
services provided?
5. Software system and maintenance (Section 5 questions are addressed in Exhibit B -
Functional Requirements)
* The service provider will provide Gwinnett County with admin-level read-only
access to the system to be able to review account information, payment
information, and transaction history to help resolve disputes that are escalated to
County staff.

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* Maintain all data and documents related to license applications, active licenses,
and closed licenses in software system maintained by the service provider, to
include the following information:
STR owner name, email, phone number, and address
o
STR Local Agent name, email, phone number, and address
o
Location of the STR
o
Location of other STR within Gwinnett currently owned by the STR owner
o
Each code violation provided to the service provider by the department that
o
could be grounds for license denial, suspension, or revocation
All documents and form information required to be submitted with the license
o
application and renewals
* All data will be owned by Gwinnett County and should be made available upon
request within 48 hours in .csv format.
* The software system should be cloud hosted, include regular backups and
redundancy to prevent loss of data, and meet security requirements in Exhibit A -
Security Requirements for Purchases.
* Identify the need for workstations on the Gwinnett County network to access the
proposed SaaS solution. This may involve firewall access.
6. Regular Reporting
* Provide a monthly report to include the following for the month and year-to-date:
New license applications received
o
New licenses issued
o
License renewals received
o
License renewals issued
o
Average days to issue a new license
o
Average days to renew a license
o
Average days to respond to an email or phone call
o
Average days to respond to a new license or renewal application
o
Average phone hold time
o
Total revenue collected
o
New license revenue collected
o
License renewal revenue collected
o
Late fee revenue collected
o
Violation and expiration reporting
o
60-day upcoming expiration notifications
o
Complaint history and multiple offender properties
o
Outstanding unrenewed licenses, to include total number and detail
o
B. Short-Term Rental Monitoring and Trends Analysis
The selected service provider will ensure STR owners comply with the County's Short-Term Rental
Ordinance by actively monitoring STR locations throughout unincorporated Gwinnett. The
selected service provider will be expected to perform the following services:
1. Develop, deploy, and maintain tools that actively monitor all major STR platforms online
to identify STR locations within Gwinnett. Verify which STR identified through this process
has/have an active license.

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2. Reach out to the property owner by phone and mail to inform them of the County's
licensing requirement. If no response is received within 30 days, another letter will be sent,
and the issue will be escalated to Gwinnett County Code Enforcement via email.
3. Maintain a map-based interactive tool County staff may access that shows all licensed
and unlicensed STR locations in unincorporated Gwinnett. The map should clearly display
the address and parcel of the locations and outline municipal boundaries and Commission
districts. The department will provide the service provider with parcel-level data on
municipal boundaries and Commission districts.
3.0 PROPOSAL CONTENT
The proposal should outline the service provider's proposed approach to accomplish the scope
of work described, their organizational qualifications, experience, project management approach,
and team members expected to lead this project. Service providers are asked to read this
document carefully to ensure that they address the specific requirements of this request and
submit all requested information.
Proposal packages should include the following information:
1. Technical Approach and Exhibit B - Functional Requirements (40 Points)
A description of how the service provider will accomplish the scope of work described
above, to include information on staffing, software, established processes, and quality
assurance protocols to ensure efficient and effective customer service and support.
2. Service Provider Experience (25 Points)
Describe service provider's experience managing similar programs with other
jurisdictions. Describe the volume of activity in those jurisdictions and how service
provider has worked to implement effective processes and overcome challenges with
implementing a new STR licensing program. The service provider should also provide an
estimated number of short-term rentals they anticipate will obtain a license annually.
3. Project Management Approach and Team Qualifications (15 Points)
Describe how the project will be managed, who will lead the project, and their
qualifications relative to this project.
4. References (10 Points)
Provide at least three (3) references (including names, addresses, phone numbers, and
relevant projects) that demonstrate successful multidisciplinary work for government,
institutional, or corporate entities. References should reflect the work of individuals
proposed in the submission. Please notify your references that Gwinnett County will be
contacting them and confirm that their contact information is current.
5. Cost (15 Points)
Provide a flat cost per license/renewal that the service provider will assess for all short-
term rentals that will cover the cost of the services outlined in this Request for Proposal.
Cost Proposals should be submitted in a separate sealed envelope and not with
Technical Proposal.

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6. Optional Interview (10 Points)
At the discretion of the Evaluation Committee, interviews may be requested to offer a brief
explanation of the service provider's services and how they will provide these services for
the County. All costs associated with the interview (if required) will be at the expense of
the proposing service provider.
Review and Rating of Evaluation Criteria
A selection committee will evaluate all responses to this Request for Proposals. Proposals will
be evaluated based on the quality of responses to the requirements of this request. The
evaluation criteria are outlined below with weighted values as shown. Gwinnett County reserves
the right to reject any or all proposals, in whole or in part; to negotiate changes in the scope of
services; and to waive any technicalities as deemed in its best interest.
Phase I Criteria Points
Technical Approach and Exhibit B - Functional
1 40
Requirements
2 Service Provider Experience 25
Project Management Approach and Team
3 15
Qualifications
4 References 10
Phase I Subtotal 90
Phase II
5 Cost 15
Phases I and II Subtotal 105
Phase III
6 Optional Interview 10
Maximum Total 115
Phase I - Initially, proposals will be evaluated based on relative responsiveness to the criteria
described above and will be scored based on the point values as shown. Please note that
references and subsequent reference checks are a required component of Phase I scoring. The
selection committee may then shortlist the highest scoring service provider(s) to Phase II.
Phase II - The Cost Proposals of the short-listed service providers from Part I will be opened,
reviewed, and scored, with the lowest cost receiving the most points and the other service
providers receiving proportional points based on the differences in proposal costs. The highest
scoring service provider may be selected at this point, or the committee may invite a number of
the highest scoring service provider(s) to interview. The number of service providers shortlisted
and interviewed, if any, will be at the discretion of the selection committee.
Phase III - If Phase III is deemed necessary for selection, interviews and evaluation will be
performed and will be worth an additional 0-10 points in the selection process. The number of
service providers shortlisted and interviewed will be at the discretion of the selection committee.
The service provider will be responsible for any cost associated with the request for an interview.
If unable to reach an agreement with the highest scoring service provider, the County may then
negotiate with the second-ranked service provider and so on, until a satisfactory agreement has

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been reached, or the County may terminate the negotiation process, or make a recommendation
of award to the Purchasing Division.
4.0 PROPOSAL REQUIREMENTS
The proposal response shall provide information necessary for the County to evaluate the qualifications,
experience, and expertise of the service provider to provide the requested functionality and services.
The service provider is to make a written proposal that presents an understanding of the work to be
performed. The proposal is to demonstrate and provide evidence that the service provider has the
capabilities, professional expertise, and experience to provide the necessary services as described in
this solicitation. The service provider is to ensure that all information required herein is submitted with
the proposal. An authorized representative of the service provider shall sign the proposal.
To enhance the evaluation process and provide each service provider with an equal opportunity for
consideration, all service providers should adhere to a standardized technical proposal format outlined
in this proposal. Responses are to be as thorough and detailed as possible so that the County may
properly evaluate the service provider's capabilities to provide the required services. Responses must
be received in both electronic and written formats. Submit all electronic files on a virus-free USB drive.
Elaborate brochures or presentations beyond what is needed for a complete and effective proposal will
not be considered and are discouraged. Elaborate artwork, expensive paper, visual and other
presentation aids are not required. Service providers are to respond clearly and concisely to all questions
without referring to preprinted materials (unless the proposal specifically requests the service provider
to do so) as a response.
Service providers are encouraged to submit clear and concise responses, and excessive length or
extraneous information is discouraged. To help the County evaluate and select a service provider, please
address the specific issues requested in this solicitation. Submission of excessive "boilerplate"
information, including sales brochures, is discouraged. Proposers should not submit website links in
lieu of written responses. Website links and any information contained within may not be reviewed or
considered by the County.