Utility Response Management and Dispatch System

The State of Michigan is seeking a qualified vendor to provide a comprehensive utility response management and dispatch system. This solution must support after-hours call answering and dispatch operations for municipal utilities, with coverage from 3:30 p.m. to 7:00 a.m. on weekdays and 3:30 p.m. Friday through 7:00 a.m. Monday, including weekends and holidays. Service should be provided at a flat rate, without additional charges during periods of high call volume.

The system should incorporate event detection capabilities and robust customer engagement protocols to facilitate communication with citizens during utility events or outages. Vendors are expected to offer integration with existing city systems, and provide dashboards or tools that track after-hours calls, dispatched cases, major outages, and crew responsiveness.

The proposal should explain how the vendor applies Human-in-the-Loop (HITL) principles within their AI/ML-assisted processes to ensure effective and responsible automation in utility response management.