The City of Rochester (“City”) is seeking proposals from qualified Respondents (“Respondent(s)”) to perform an assessment and develop a strategic organizational design plan to best position the City’s Neighborhood Service Centers (“NSCs”) for positive community impact and sustainable operations well into the 21st century (the “Project”). The primary goals of this Project are to:

• Better understand the current state of NSC responsibilities, operations, and resources;
• Analyze if/how NSCs align, support, or duplicate existing City and external community agency functions with overlapping goals and service offerings;
• Assess if the NSCs are well positioned to provide the services they are responsible for providing with their current resources, staffing structure, and management chain;
• Better understand the customer base of the NSCs – who uses the physical location, who calls, how customers become aware of and/or are guided to the NSCs, how they make decisions about who to call (NSC vs 211, 311, or other entities), etc.;
• Plan for how to strengthen NSC capacity to foster stronger social connections and support asset-driven civic engagement and collective action of neighbors within their neighborhoods;
• Recommend if/how the NSCs’ future operations and organizational structure should be aligned with the City’s overarching strategy to transition from legacy software and service delivery models to 21 ^st Century government, with enterprise “software as a service” solutions and self-service capabilities;
• Gather resident and stakeholder input – including existing, but also potential future, NSC customers regarding the current and desired future state of NSCs; and
• Develop a strategic organizational design plan to align NSCs within the broader ecosystem of City and external community agency efforts to connect residents with needed and desired services and other resources.

The City seeks Respondents with significant experience in organizational design/reviews, local government finance/operations, strategic planning, process improvement/reengineering, managing technology and data integration with government and community services/operations, performance management, change management, and/or human centered design to lead this effort. The City is particularly interested in Respondents with knowledge (individually or as part of a team) of:

• Best practices in integrating digital tools, data, technology, process improvement, and human centered design principles into organizational planning and change management for local governments;
• How peer local governments to Rochester successfully organize and resource their staff teams that support resolution of community/constituent complaints, service intake and referrals, community engagement, and neighborhood building/empowerment; and
• Rochester’s unique context and ecosystem of City teams and community agencies tasked with community/constituent complaint intake and resolution, service referrals and navigation, community engagement, and neighborhood building/empowerment efforts.

Click here to view the full RFP >>

Click the following links to access Exhibits noted in the RFP:

• Exhibit A – NSCs’ Adopted Budget FY23-24
• Exhibit B – Summary of NSC Services, Responsibilities, and Operations
• Exhibit C – Example Standard City of Rochester Short Form Professional ServicesAgreement (PSA) Template
• Exhibit D – MWBE Utilization Plan
• Exhibit E – Workforce Staffing Plan

In order to provide Respondents with an opportunity to ask questions, clarify the RFP and Project opportunity, and meet other Respondents who may be interested in joining a team, a Pre-Proposal Virtual Conference will be held via Zoom on March 15, 2024 from 1:00 – 2:00 p.m.

•  To join the session, please use this link: https://cityofrochester.zoom.us/j/87139328904

There is no requirement to attend the pre-Proposal virtual conference and no obligation by the City to provide information from the conference to parties who fail to attend, but a recording of the session will be made available on this webpage.

All communications by parties who have indicated an intent to submit or have submitted a Proposal in response to this RFP, including any questions or requests for clarifications, submission of the Proposal, requests for status updates about the Proposal selection process, and any other inquiries whatsoever concerning this RFP shall be sent, in writing by e-mail to Elizabeth.Murphy@CityofRochester.Gov .

Written questions that are submitted by no later than 5:00 p.m. March 15, 2024 will be summarized and answered in writing and posted to this webpage.

No contact is permitted with any other City staff member with regard to this RFP during the RFP process unless specifically authorized in writing. Prohibited contact may be grounds for disqualification.

Submission Deadline