Complaint Management Software and Implementation Services

Overview

Software, Web & Mobile Development

Detroit, Michigan, United StatesPosted 3 months agoDeadline: March 6th, 2026

Fit Score

Settle Intelligence

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SUMMARY

RFP for complaint management software and related implementation services, including workflow, reporting, and record management for union grievances and employee complaints in Michigan.

KEY REQUIREMENTS

Consultant shall have completed within the last five (5) years at least ten (10) projects, including at least three (3) software-as-a-service projects (SaaS)
Consultant's Project Manager shall have a minimum of five (5) years of experience leading projects like this Contract's scope of Services and must have led at least two (2) successful complaint management SaaS implementation projects within the last five (5) years
Consultant's complaint management solution shall have been in production as a SaaS at a minimum of ten (10) organizations for a period of (24) months or longer
Consultant must provide a subscription-based licensing model
Consultants with a validated one (1) year aggregate score of less than 70% will be deemed non-responsible pursuant to the GLWA Procurement Policy
Comply with GLWA's Procurement Policy
Comply with GLWA's Business Inclusion and Diversity (B.I.D.) Program

CONTRACT DURATION

36 months

TIMELINE

The term of this Statement of Work No. 1 shall be for three (3) years. GLWA shall have one (1) two (2)-year option to renew this SOW No. 1 at GLWA's sole discretion and at the terms and conditions specified in this Contract.

QUESTION DEADLINE

February 23rd, 2026

Issuing Agency

Great Lakes Water Authority

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DESCRIPTION

A Michigan agency is seeking a qualified vendor to provide complaint management software along with full implementation services. The desired digital platform should enable comprehensive management of grievances and complaints, featuring workflows that support cross-functional search and reference capabilities. The solution must ensure that information is gathered and maintained in a standardized manner, allowing for robust generation of reports and statistical analysis.

The system should support union members and employees in submitting grievances and complaints through a consistent process, with the capability for direct assignment and streamlined case tracking. It is also essential that the solution facilitates the secure maintenance of all records associated with grievances and complaints, including confidential documentation such as statements, investigative notes, exhibits, correspondence, and formal reports. The initial contract will be for a one-year period, and an optional pre-bid meeting is scheduled to provide additional information to interested parties.

Source attribution

This Settle analysis is based on the issuing organization’s public RFP listing.