Project Information

Bid Title

INCIDENT RESPONSE MANAGEMENT SYSTEM

Issuing Agency

City of Port Arthur

Location

Texas

Published Date

Feb 20, 2026

Closing Date

Mar 4, 2026

Government Level

State & Local

Status

Closed

Ref. #

P26-020

Original Source

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Project Description

Bid Number:	P26-020
Bid Title:	INCIDENT RESPONSE MANAGEMENT SYSTEM
Category:	Technology
Status:	Open

Publication Date/Time: 2/19/2026 6:12 PM Closing Date/Time: 3/4/2026 3:00 PM Submittal Information: City Secretary Office Contact Person: clifton.williams@portarthurtx.gov Download Available: Yes Business Hours: 8:00 am - 5:00 pm Fax Number: 409-983-8291 Related Documents: RFP -INCIDENT RESPONSE MANAGEMENT SYSTEM

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CHARLOTTE M. MOSES, MAYOR

HAROLD L. DOUCET, SR.,

MAYOR PRO TEM

COUNCIL MEMBERS:

WILLIE BAE LEWIS, JR.

TIFFANY L. HAMILTON EVERFIELD

DONEANE BECKCOM

THOMAS KINLAW, III

DONALD FRANK, SR.

RONA LD BURTON, CPM

CITY MANAGER

SHERRI BELLARD, TRMC

CITY SECRETARY

ROXAN N PAIS COTRONEO

CITY ATTORNEY

February 19, 2026

REQUEST FOR PROPOSAL

INCIDENT RESPONSE MANAGEMENT SYSTEM

DEADLINE: Sealed proposal submittals must be received and time stamped by 3:00p.m., Central

Standard Time, Wednesday, March 4, 2026 (The clock located in the City Secretary’s office will

be the official time.) All proposals received will be read aloud at 3:15p.m. on Wednesday, March

4, 2026. in the City Council Chambers, City Hall, 5th Floor, Port Arthur, TX. Proposals will be

opened in a manner to avoid public disclosure of contents; however, only the names of proposers

will be read aloud.

MARK ENVELOPE: P26-020

DELIVERY ADDRESS: Please submit one (1) original and five (5) USB of your RFP to:

CITY OF PORT ARTHUR

CITY SECRETARY

or

P.O. BOX 1089

PORT ARTHUR, TEXAS 77641

CITY OF PORT ARTHUR

CITY SECRETARY

444 4TH STREET, 4th Floor

PORT ARTHUR, TEXAS 77640

POINTS OF CONTACT:

Questions concerning the Request for Proposal should be directed in writing to:

City of Port Arthur, TX

Clifton Williams, Purchasing Manager

P.O. Box 1089

Port Arthur, TX 77641

Clifton.Williams@portarthurtx.gov

Purchasing Division/Finance Department | Purchasing Manager, Clifton Williams,

P.O. Box 1089|444 4th Street| Port Arthur, Texas 77641| 409.983.8160 |Fax 409.983.8291

The enclosed REQUEST FOR PROPOSAL (RFP) and accompanying General Instructions are for

your convenience in submitting proposals for the enclosed referenced services for the City of Port

Arthur.

Proposals must be signed by a person having authority to bind the firm in a contract. Proposals shall

be placed in a sealed envelope, with the Vendor’s name and address in the upper left-hand corner

of the envelope.

ALL PROPOSALS MUST BE RECEIVED IN THE CITY SECRETARY’S OFFICE BEFORE

OPENING DATE AND TIME. It is the sole responsibility of the firm to ensure that the sealed RFP

submittal arrives at the above location by specified deadline regardless of delivery method chosen

by the firm. Faxed or electronically transmitted RFP submittals will not be accepted.

Clifton Williams

Purchasing Manager

Page 2 of 20

REQUEST FOR PROPOSAL

INCIDENT RESPONSE MANAGEMENT SYSTEM

(To be Completed ONLY IF YOU DO NOT BID.)

FAILURE TO RESPOND TO BID SOLICITATIONS FOR TWO (2) BID PERIODS MAY

RESULT IN REMOVAL FROM THE VENDOR’S LIST. However, if you are removed you will

be reinstated upon request.

In the event you desire not to submit a bid, we would appreciate your response regarding the

reason(s). Your assistance in completing and returning this form in an envelope marked with

the enclosed bid would be appreciated.

NO BID is submitted: ____ this time only

____ not this commodity/service only

Yes

No

Does your company provide this product or services?

Were the specifications clear?

Were the specifications too restrictive?

Does the City pay its bills on time?

Do you desire to remain on the bid list for this product or service?

Does your present work load permit additional work?

Comments/Other Suggestions:

Company Name:

Person Completing Form:

Mailing Address:

City, State, Zip Code:

Telephone:

Email:

Date:

Page 3 of 20

REQUEST FOR PROPOSALS (RFP)

INCIDENT RESPONSE MANAGEMENT SYSTEM

PURPOSE

The City of Port Arthur (City) seeks proposals from qualified Firms or Companies

(Proposers) to provide a web-based Incident Response Management System (IRMS)

for the Water Utilities and Public Work Department. The system will manage customer

grievances, after-hours callouts, Daytime overflow, work orders, and incident response

processes.

PROJECT SCOPE

Project Description

The City is soliciting sealed Proposals to obtain a web-based software system

to handle customer grievances, after-hours callouts, and work order

management for the Water Utilities and Public Work department.

Response Management System Specifications:

1.

After-hours call support services for the department’s calls:

gather information and use an algorithm to triage all calls

appropriately to the designated and assigned Department staff.

After-hours are 5:00 pm to 8:00 am.

2.

Mass notification capabilities through SMS text message, phone

call, and/or email to specified service areas or a polygonal

drawing on a map of the service area.

3.

Citizen engagement portal with the ability to provide a link to a

citizen who calls in, allowing them to confirm reported

information, provide additional information, submit

photographs, provide customer feedback scoring, and track the

response process.

4.

An interface where an external stakeholder, such as a citizen, can

confirm reported information and submit additional information

regarding their incident, such as photos and a description.

a. The description should be analyzed automatically by an

algorithm to determine the type and severity of the

incident being reported.

5.

Provides objective documentation of response activities, including:

a. Crew arrival and departure timestamps

b. Crew arrival and departure location validation

c. Crew communication with customers, including text and phone

calls

d. Team formation with the internal response team

Page 4 of 20

6.

Provides access to detailed customer information for each

incident response, including:

a. Responding crew members

b. Location validation

c. Arrival and departure timestamps gathered automatically through

the use of GPS, either via smartphone or through an integration

with a fleet management system.

d. Response timeline

e. Resident information

f. Citizen Direct Communication, including photographs and notes

of communication from the citizen

7.

Provides response data analytics, including:

a. Baseline overall response performance

b. User-specific response performance

c. Call responsiveness during team formation

d. Daily incident distribution for resource allocation

e. Heatmap by incident

8.

Provides a tool that can automatically determine if multiple

incident reports are associated and, if so, identify related

incidents as an “event”, giving city employees access to

communicate with citizens to provide a response timeline,

estimated time of arrival, and estimated time that service will be

restored.

a. Engagement with citizens should be through both IVR

(interactive voice response) and opt-in text messages.

9.

Provides easy-to-use software that follows existing procedures

and empowers Department staff regardless of experience level.

10.

Provides an incident creation interface for use by Managers,

Customer Service, or Admin staff.

11.

Easily photograph on-scene conditions within the mobile interface.

12.

Easily review, search, and query all incidents via a customized dashboard.

13.

Export standard incident reports, to the Department’s guidelines,

for sending to internal and external Stakeholders. Reports should

be in a standard, non-proprietary file format, such as a PDF, TIF,

XLS, or CSV format.

14.

A cloud-based solution is preferred.

15.

Installation and integration services must be included

Page 5 of 20

Commodity Codes

• NAICS 541511Custom Computer Programming Services
• NAICS 541512Computer Systems Design Services
• NAICS 541519Other Computer Related Services
• NAICS 541611Administrative Management and General Management Consulting Services
• NAICS 541618Other Management Consulting Services
• NAICS 611430Professional and Management Development Training

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