Response Management Software

Greensboro Water Resources is seeking a vendor to provide a cloud-based response management software tailored for supplemental dispatch services. The software will support 3rd shift coverage (12:00 am – 8:00 am), as well as weekends and holidays. Key requirements include the use of intelligent algorithms capable of handling Greensboro-specific response processes, triaging various input sources such as alarms, sensors, and citizen reports.

The platform should offer automated dispatch and scheduling, utilizing both text and phone communications to ensure prompt and accurate responses. It must adhere to established procedures and call trees provided by Greensboro Water Resources. Detailed documentation of response activities is essential, including crew arrival and departure timestamps, with validation enabled through Geotab AVL integration. Access to comprehensive customer and incident data, particularly information about responding crew members, is also necessary.

An integrated Event Detection Tool is required to correlate multiple incident reports, identify related events, and allow city employees to communicate effectively with citizens, providing clear response timelines and service restoration estimates. Real-time integration with other key systems such as Mission Communication, Sensus Analytics, and Esri GIS (including ArcGIS Online) is also a vital component of the solution.