Website and Customer Service System Redesign Services
Overview
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SUMMARY
KEY REQUIREMENTS
TIMELINE
RFP Released: September 21st, 2026
Pre-Proposal Meeting: September 29th, 2026
Deadline for Questions: October 16th, 2026
CVWMA Responses to Questions: October 21st, 2026
Proposal Deadline: October 28th, 2026
Interviews with Offerors: November 2nd–20th, 2026
Award by CVWMA Board: December 11th, 2026
Contract Executed: February 1st, 2027
QUESTION DEADLINE
CONTACTS
Primary procurement contact — name, title, email, and phone
Additional decision-makers and their departments
Issuing Agency
Central Virginia Waste Management Authority
DESCRIPTION
The procuring organization seeks a qualified vendor to redesign its website and customer service system. The solution should be scalable, secure, user-friendly, mobile-responsive, and accessible, while improving customers’ access to relevant information and enabling customer service agents to track, manage, and analyze service activity.
The work includes discovery and planning; review of the existing website structure, analytics, and content; customer interaction logging across phone, email, web forms, chat, social media, and in-person visits; case creation, assignment, escalation, closure, tracking, and automated reminders; and customer profile management with linked cases or accounts, searchable records, filters, and advanced queries. The system should support document and media attachments, automatic timestamps, user identification, integrations with email and other external platforms, optional preferred integration with phone or VoIP systems, and single sign-on and identity management.
The vendor will provide a cloud-deployed solution compatible with browsers and mobile devices and capable of supporting custom integrations through APIs. Website services include designing and developing an interactive website using a secure, scalable content management system; optimizing performance, search engine visibility, and mobile usability; migrating existing content; and integrating social media accounts. A non-mandatory pre-bid conference is scheduled for September 29, 2026, and questions must be submitted by October 16, 2026.
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Frequently asked questions
- When is the submission deadline?
- Submissions are due October 28, 2026. Questions must be submitted by October 16, 2026.
- Who issued this RFP?
- It was issued by Central Virginia Waste Management Authority. The work is located in Richmond, Virginia, United States.
- Who is a good fit for this opportunity?
- Web development and customer service platform implementation firm
- Experience designing secure, scalable, accessible, mobile-responsive websites
- Expertise in case management, customer interaction tracking, and workflow automation
- Cloud deployment, API integration, SSO, and identity management capabilities
- Proven experience with CMS implementation, content migration, SEO, and performance optimization
- Experience integrating email, social media, and phone or VoIP systems
Analysis generated by Settle AI from the source RFP.
RFP Hunter shows what is open. Settle shows what is forming.
Settle pieces together buyer signals, budgets, contract activity, and the sources your team already monitors. See why an opportunity fits and what to do before the RFP posts.