Subject
title
Award and Authorize the City Manager to Execute a Contract with AtkinsRéalis USA Inc., Inc. for the Purchase of Enterprise Asset Management and Customer Relationship Management Software, Support and Professional Services, Responsive to RFP #03-25 in an Amount Not to Exceed $655,370.00.
end
Department
IT
Recommendation
Staff recommends the Mayor and Council award and authorize the City Manager to execute a contract with AtkinsRéalis USA Inc. for the purchase of Enterprise Asset Management and Customer Relationship Management software, support and professional services, responsive to RFP #03-25 for an initial one-year contract amount of $421,370.00 with up to 4 annual renewals of $58,500, with a total not-to-exceed amount of $655,370.00 for 5 years.
Discussion
The City of Rockville Department of Public Works (DPW), Department of Recreation and Parks (R&P), Information Technology Department (IT), Communication and Community Engagement Department (CCE) and the City Manager’s Office (CMO) recommend the implementation of an integrated Enterprise Asset Management (EAM) and Customer Relationship Management (CRM) System to enhance the efficiency, transparency, and responsiveness of the City’s operations. These tools will support better management of public infrastructure and resident services, helping the City address current challenges while preparing for future growth and demand.
This system will modernize the City’s work order management system; connect, communicate, and collaborate efficiently with residents and internal customers; maximize operational efficiency; simplify data management and inventory of physical assets; and provide critical data and evaluation tools for budgetary considerations.
A geographic, location-based EAM/CRM solution will transform the way the city manages its assets and interacts with its residents and customers. The selected system provides a personalized, interactive communication tool between the city and its residents that allows users to report issues, ask questions and receive responses through a web portal or mobile application wherever they are located.
In June 2023, DPW and R&P began writing an RFP for an Asset Management system. In November 2023, the CMO asked to add a customer relationship management (CRM) requirement to ensure that any proposed solution could also effectively manage the various types of internal and external customer service requests received by the city. On October 2, 2024, the RFP was posted and closed on November 15, 2024. Nine proposals were received. An evaluation team of voting members representing DPW, R&P, IT, CCE and the CMO was formed to review and score the proposals. The team chose 5 of the 9 proposals for virtual demonstrations. A second evaluation team of non-voting members was formed comprised of future users of the solution from across the City, but primarily from DPW, R&P and CMO. In January and February 2025, demonstrations were conducted. In March 2025, the evaluation committee selected a preferred vendor and virtually met with three existing customers of the preferred vendor to learn more about how each organization implemented the solution. In April, May and June 2025, the evaluation committee had additional demonstration meetings with the preferred vendor to ask questions and get a deeper understanding of the different elements of the solution from the perspective of the office worker, the mobile worker in the field, the resident portal, GIS integration, and reporting.
Adopting an EAM and CRM system is a strategic investment in efficiency, accountability, and sustainability of the City. These systems will empower staff, strengthen public trust, and ensure we are managing both physical and relational assets responsibly and transparently.
Mayor and Council History
This is the first time this agenda item has been brought before the Mayor and Council.
Procurement
Staff prepared and publicly advertised RFP #03-25 Enterprise Asset Management (EAM) and Customer Relationship Management (CRM) Software, in accordance with the City of Rockville Procurement Code Section 17-62. On October 2, 2024, RFP #03-25 was posted on the City’s website and was provided to suggested sources. It was also electronically provided to 686 prospective respondents via the State of Maryland’s electronic procurement system, eMaryland Marketplace Advantage (eMMA). Of the prospective respondents, 96 were Disadvantaged Business Enterprises (DBE), 96 were Minority Business Enterprises (MBE), and 18 were Veteran Small Business Enterprises (VSBE).
On the proposal due date of November 15, 2024, the City received nine proposals, which were scored by the Evaluation Committee, as provided in Table 1.
Table 1
|
Respondent |
MFD-V Status |
Ranking 1st Round (Written Proposals) |
Ranking 2nd Round (Demonstrations) |
|
Visionet Systems Inc. |
MFD-V |
9 |
N/A |
|
Tectonic, LLC |
MFD-V |
8 |
N/A |
|
Timmons Group |
Non-MFD-V |
1 |
3 |
|
OpenGov, Inc. |
Non-MFD-V |
4 |
2 |
|
KCI Technologies, Inc. |
No Response |
5 |
5 |
|
Novotx LLC |
No Response |
2 |
4 |
|
AtkinsRéalis USA Inc. |
Non-MFD-V |
3 |
1 |
|
NV5 Geospatial, Inc. |
Non-MFD-V |
7 |
N/A |
|
MaintStar, Inc. |
Non-MFD-V |
6 |
N/A |
The evaluation committee reviewed and ranked all nine written proposals based on the criteria found in Table 2. Please note, respondents were asked to include hourly rates within their written proposals. This information helped the committee members have a sense of the time commitment that is expected and whether the responding firm understands the City’s requirements.
Table 2
|
Evaluation Criteria - Written Proposals |
|
Tab Assignment |
Category |
Maximum Points |
|
A |
Vendor’s Qualifications and Experience |
20 |
|
B |
Statement of Work |
10 |
|
C |
Functional and Technical Requirements |
20 |
|
D |
References |
10 |
|
E |
Acceptance and Compliance of RFP Terms and Conditions |
5 |
|
F |
Functionality Matrix - Responsiveness to Specifications |
15 |
|
G |
Fees and Pricing |
10 |
|
H |
Overall response of RFP |
10 |
Based on the ranking obtained through the first round of evaluation (written proposals), the evaluation committee decided to select the top five respondents as finalists to participate in the demonstration process. The evaluation committee scored demonstrations based on the criteria found in Table 3.
Table 3
|
Evaluation Criteria - Demonstrations |
|
Tab Assignment |
Category |
Maximum Points |
|
A |
Quality of presentation, ability to articulate relevant company experience, and ability to demonstrate overall understanding of the scope of work and City’s needs |
20 |
|
B |
Present software to display general operation and function in City setting |
25 |
|
C |
EAM and CRM modules/functions |
25 |
|
D |
Integration and customizability |
15 |
|
E |
Technical support and training procedure |
15 |
After the demonstrations and scoring review, staff determined that AtkinsRéalis USA Inc., will provide the overall best value to the City for EAM and CRM software services.
In accordance with Rockville City Code, Section 17-39(a), Awarding Authority, all contracts involving more than two hundred fifty thousand dollars ($250,000) shall be awarded by the Mayor and Council.
Staff reviewed all references and found all to be acceptable.
The agreement has been provided as Attachment 1.
To view RFP #03-25 Enterprise Asset Management (EAM) and Customer Relationship Management (CRM) Software and addenda, please click the link below:
<https://www.swisstransfer.com/d/f1a3eb66-4745-4c4d-ae79-9519146dd84e>
Fiscal Impact
The Core Financial, HR, & Procurement ERP (GA21) project includes funding for the Customer Relationship Management and Enterprise Asset Management system. Savings of $98,540 from the Maintenance and Emergency Operations Facility Improvements (GD19) project were transferred to support the execution of this award. All future funding is subject to Mayor and Council appropriation.
The CIP project sheet can be seen in Attachment 2.
Next Steps
Upon Mayor and Council approval, the City Manager will execute a contract with AtkinsRealis USA, Inc. for the purchase of Enterprise Asset Management and Customer Relationship Management software, support and professional services, responsive to RFP #03-25 for an initial one-year contract amount of $421,370.00 with up to 4 annual renewals of $58,500, with a total not-to-exceed amount of $655,370.00 for 5 years.