A web-based incident response management system is sought for use by water utilities and public works departments in Texas. The primary objectives are to streamline the management of customer grievances, after-hours callouts, daytime overflow, work orders, and incident response activities within a centralized digital platform. Preference will be given to vendors offering cloud-based solutions to enhance accessibility and scalability.

Essential features include an incident creation interface designed for managers, customer service representatives, or administrative staff, along with the ability to easily photograph and document on-scene conditions using a mobile interface. The system should also provide robust mass notification capabilities via SMS, phone calls, and email, allowing targeted communications based on specific service areas or custom map-drawn regions.

A citizen engagement portal is required, enabling municipal customers to contribute directly to incident reports by confirming information, submitting additional details, uploading photographs, providing feedback scores, and tracking the response process. The platform should facilitate seamless two-way communication between citizens and municipal staff, supporting efficient and transparent resolution of incidents.