Transforming Solicitation Development — Improved Accuracy and Compliance in Lebanon, NH

Reconsidering Inconsistent Challenging Solicitation Assembly

Before McDonough and Mulholland were able to secure digital tools that empowered their agency’s procurement process, McDonough recalls the challenges of sourcing goods and services using a decentralized, paper-heavy process. 

“We were posting bids directly onto our site, getting little traction. We had no analytics or automated communications between our suppliers and us. Another major factor was that the Department of Public Works was challenged with keeping track of vendor bid responses through email. This was a confusing, time-consuming, and often frustrating process.”

Additionally, internal customers were assembling intake requests by copying and pasting using word processors, often hoping that their scope language was up-to-date and accurate.This was potentially putting the agency at compliance risk. Something needed to change. 

Quick Adoption and Accurate Scopes

After attending an event held by the International City/County Management Association (ICMA), Mulholland told his team that he had found a solution to their challenges that would promote transparency, collaboration and accuracy: OpenGov Procurement. Shortly after the software was implemented, McDonough and team began to appreciate the benefits of modern procurement.

“Now the City Manager, Legal, and other stakeholders are able to collaborate at a single source to develop accurate scope language,” said McDonough. Though very inclusive, “admins are still able to keep control, as they have the ability to comment on and approve individual sections within the solicitation. The quality and efficiency is so much greater.” 

In particular, McDonough said that she “loves the helper text,” which interviews users with templatized agency-specific scope questions. Once each question is answered using a single click, the scope-of-work terms (pricing sheet, bid instructions, insurance requirements, etc.) are automatically populated onto the solicitation draft. 

“It’s so easy to use that hired consultants were able to build bids on their first try. The staff feels so much more comfortable knowing they don’t have to know all of the agency’s policies, it’s built into the software.”

Pleasing the Public

In addition to more consistent and accurate solicitations, the agency has received positive feedback from both vendors and constituents. Vendors have expressed how much they enjoy the solicitation response experience, as it’s guided and intuitive. The City also appreciates the public contract portal that provides accessibility and transparency for residents, while reducing public records requests. 

“OpenGov was definitely our software winner of the year for ease of deployment, functionality, ongoing support, and meeting all expectations,” said McDonough.