Managed Support Services

Request for Proposals Released: March 31st, 2026

Deadline for Questions: April 20th, 2026

Proposal Due Date: April 29th, 2026

Notification of Award: To be determined

Goods/Services to Commence: Immediately upon execution of the contract

The government authority in Memphis, Tennessee is seeking a vendor to provide comprehensive managed support services for its Accela platforms. The selected provider will be responsible for system administration and configuration support, including administration of all Accela environments, maintaining and configuring modules, and supporting configurable scripting.

Responsibilities also include delivering Tier 1–3 help desk technical support for system administrators and designated power users, managing a ticketing system to resolve configuration issues, system errors, performance problems, and integration failures. The vendor will also handle reporting and analytics by developing, maintaining, and refining reports and dashboards, while supporting scheduled and ad-hoc data extractions for reporting, audit, and analysis.

Additional duties involve maintaining and supporting integrations with payment adapters, GIS, external databases, or other enterprise systems, as well as troubleshooting integration failures and data discrepancies. The provider will oversee release management and upgrades, including planning, testing, and validation of Accela platform releases and patches. Regular training for staff, development of user documentation, and ongoing technical reference material updates are essential.

Lastly, the vendor is expected to conduct periodic system health checks, business analysis, and platform assessments, while recommending performance enhancements and process optimizations. The contract is set for one year.