Enterprise AI Interactive Voice Response Platform
City of Fort Worth
Original Solicitation Links
Submission Instructions
Description
The City of Fort Worth is seeking an as-needed, enterprise-grade AI platform to modernize its interactive voice response capabilities and unify resident-facing and staff-facing services across voice, web chat, agent chat, SMS, outbound calling, and mobile-friendly channels. The solution must support multilingual access, retrieval-augmented and document-grounded responses, consistent answers across channels, forms and workflow delivery through chat and SMS, outbound notifications, AI-assisted email, browser-based staff support, branching checklists, GIS address and parcel lookup, field auto-population, audit trails, analytics, and integrations with Cisco IVR, Microsoft 365, Accela, ESRI/ArcGIS, the City's case-management and FAQ systems, Motorola Solutions PremierOne, and SMS gateways. The platform must maintain U.S.-based hosting, processing, and storage; provide SOC 2 Type II certification without material exceptions, AES-256 encryption at rest, TLS 1.2 or higher in transit, role-based access controls, multifactor authentication, a 99% or greater uptime SLA, five-year audit-log retention, 24-hour breach notification, and required accessibility, language-access, privacy, security, and regulatory compliance. Vendors must demonstrate at least three years of government-focused AI deployment experience, five local-government references, two references from jurisdictions exceeding 500,000 residents, financial stability, and ongoing product development. The implementation must include vendor-led deployment, knowledge-base ingestion, staff training, expansion without re-architecture, and an eight-week implementation timeline. Proposals must address the detailed technical, security, integration, implementation, analytics, reference, and pricing questions, with the Bid Table submitted as an Excel file and other required materials submitted in the specified formats.
Classification Codes
Smart Codes
Specifications
Timeline
Requirements
- Commercial General Liability — $1,000,000.00
- Automobile Liability — $1,000,000.00
- Workers' Compensation
- Employers' Liability — $100,000.00
- Professional Liability (Errors & Omissions) — $1,000,000.00
- Minimum 5 references
- Client point of contact required for each reference
Documents
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