Vendor needs to provide web–based incident response management system. Provide a web–based incident response management system. The system will manage customer grievances, after–hours callouts, daytime overflow, work orders, and incident response processes. A web–based software system to handle customer grievances, after–hours callouts, and work order management for the water utilities and public work department. A cloud–based solution is preferred. Easily photograph on–scene conditions within the mobile interface. Provides an incident creation interface for use by managers, customer service, or admin staff. Mass notification capabilities through SMS text message, phone call, and email to specified service areas or a polygonal drawing on a map of the service area. Citizen engagement portal with the ability to provide a link to a citizen who calls in, allowing them to confirm reported information, provide additional information, submit photographs, provide customer feedback scoring, and track the response process. An interface where an external stakeholder, such as a citizen, can confirm reported information and submit additional information regarding their incident, such as photos and a description.