Cloud-Based Incident Management Solution
Overview
Fit Score
Settle Intelligence
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SUMMARY
KEY REQUIREMENTS
TIMELINE
QUESTION DEADLINE
CONTACTS
Primary procurement contact — name, title, email, and phone
Additional decision-makers and their departments
Issuing Agency
City Of Surrey
DESCRIPTION
The City is seeking a vendor to provide a cloud-based, Software-as-a-Service (SaaS) enterprise incident management solution. This platform will standardize incident reporting, recording, investigation, and analysis processes across multiple City departments, centralizing intake, management, and reporting for various service areas.
The selected solution must include all necessary implementation services, such as configuration, user training, and go-live support. It should have the capability to bulk import data from databases or spreadsheet files (e.g., Excel, CSV) with customizable data structure mapping. The solution’s APIs should support RESTful integration between City applications and external systems. Multiple methods of sending notifications and receiving responses are required, including SMS, email, and phone calls. Integration with leading Privileged Identity Management solutions is essential, and the system must provide comprehensive auditing of user interactions as well as security log audits. Compatibility with Microsoft Defender For Endpoint is also necessary, with scanning exclusions kept to a minimum if required.
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Frequently asked questions
- When is the submission deadline?
- Submissions are due July 8, 2026. Questions must be submitted by June 27, 2026.
- Who issued this RFP?
- It was issued by City Of Surrey. The work is located in Surrey, British Columbia, Canada.
- Who is a good fit for this opportunity?
- Proven experience delivering SaaS incident management solutions for municipal or public sector organizations
- Expertise in system integration, REST API implementation, and data migration
- Capability to provide configuration, user training, and go-live support
- Familiarity with Privileged Identity Management systems and security auditing requirements
- Experience ensuring compatibility with Microsoft Defender For Endpoint environments
Analysis generated by Settle AI from the source RFP.
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