Request for Proposals (RFP) for AccessPoint Digital Maintenance and Support Contract

Date: January 2025
Issued by: District Bridges
Contact: Sara Rockefeller

Email: info@districtbridges.org

Project Overview

District Bridges is seeking proposals from qualified vendors to provide comprehensive Digital Maintenance and Support Services for its platform, AccessPoint DC. The platform serves as a critical tool for small business owners and entrepreneurs in Washington, DC, helping them navigate the challenges of compliance, training, and business growth. The vendor will ensure that the AccessPoint platform and mobile app remain secure, functional, and optimized. 

Scope of Work

The proposed contract should cover the following key areas:

Strategic Support

  • Quarterly Meetings: Regular check-ins to assess needs, discuss recommendations, and review potential improvements or new features as AccessPoint grows.
  • Strategic Recommendations: Proactive suggestions for enhancing the platform and addressing emerging needs as the business environment evolves.
  • Goal Alignment: Ensure the support and services provided align with the strategic goals of AccessPoint DC and the broader mission of empowering small businesses in the region.

Site Management

  • Advanced Hosting Support: Provide troubleshooting and support for hosting-related issues to ensure the site operates smoothly.
  • WordPress and Theme Updates: Regular updates and patching for the WordPress platform, themes, and any associated components.
  • API Support and Troubleshooting: Review and maintain third-party APIs, ensuring all integrations work correctly and efficiently.
  • Plugin Compatibility: Regular compatibility checks for installed plugins, ensuring they do not conflict with other components and remain up-to-date.
  • Security Monitoring and Reporting: Monitor security vulnerabilities and provide monthly auto-generated security reports.
  • Spam and Post Cleanup: Regular maintenance to prevent spam and clean up irrelevant or harmful content.
  • Daily Backups: Automated daily backups to ensure site data is regularly saved.
  • Performance Optimization: Conduct periodic security, speed, and database optimizations to enhance site performance. 
  • Bug Fixes and Issue Resolution: Address any bugs, technical issues, and customer-related support requests to maintain platform functionality.

Ongoing Plugin and App Maintenance

  • Payment for Plugins: Ensure continued payment and support for essential plugins and integrations, including but not limited to:
    • MemberPress
    • BuddyBoss
    • LearnDash
    • Gravity Forms
  • App Maintenance: Ongoing support and updates for mobile applications connected to the platform. 

Email Support

  • Issue Resolution via Email: Provide ongoing email support for any technical or functional issues related to the platform.

General Maintenance and Support

  • Website Maintenance & Basic Support: Ensure the website is always operational, optimized, and user-friendly.
  • Troubleshooting & Fixing: Provide ongoing support to troubleshoot and resolve any emerging website issues promptly.

About District Bridges and Access Point 

District Bridges is a community ecosystem development nonprofit with a mission to enrich neighborhood vitality by bridging community engagement and economic development opportunities so individuals, businesses, and organizations can thrive together. AccessPoint DC connects local small business owners and entrepreneurs to critical resources, training, and support, helping them navigate regulatory and operational challenges. The platform seeks to enhance business growth by providing access to a rich ecosystem of educational content, resources, and a network of economic development organizations.

Key Features:

  • Comprehensive Training: AccessPoint offers 24/7 access to self-paced, virtual training for business owners, including non-native English speakers and differently-abled individuals.
  • Equitable Opportunity: Ensuring that underserved and under-resourced businesses, including BIPOC and women-owned businesses, have access to the support they need to grow.
  • Impact Metrics: Data-driven insights for ecosystem partners, helping them refine their services and better support the business community.
  • Partnerships: AccessPoint works closely with local economic development organizations, technical assistance providers, and government agencies to create a thriving, connected business ecosystem in DC.

Proposal Requirements

Vendor Qualifications

Provide an overview of your company, including:

  • Relevant experience and expertise in website maintenance and support, especially for WordPress platforms and mobile applications.
  • Your team’s qualifications and experience, particularly with similar small business-focused platforms.
  • A track record of successfully managing and maintaining web hosting, plugins, API integrations, and security services.
  • Case studies or examples of similar projects, if applicable.

Maintenance Plan

Outline the specifics of the proposed maintenance plan, including:

  • A detailed breakdown of services for each section outlined in the Scope of Work.
  • Expected response times for issue resolution and critical support.
  • The tools and systems you use to manage maintenance tasks, track issues, and communicate with clients.
  • A sample quarterly report on maintenance and performance metrics.

Pricing Proposal

Provide a detailed pricing structure for the proposed services, including:

  • Fixed or hourly rates for specific tasks (e.g., WordPress updates, bug fixes, API troubleshooting).
  • Ongoing costs for monthly maintenance, including security, hosting, and performance optimizations.
  • Any additional costs associated with third-party services or plugins.

Timeline

Provide an estimated timeline for:

  • The initial onboarding and platform review process.
  • Ongoing maintenance schedules (e.g., monthly security checks, quarterly meetings, etc.).
  • Expected timelines for responding to and resolving support requests.

Support and Communication

Describe your approach to customer support and communication:

  • How do you manage ongoing communications, especially for support request?
  • What are your escalation processes for urgent issues?
  • How do you ensure transparency in progress and issue resolution?

Evaluation Criteria

Proposals will be evaluated based on the following factors:

  • Experience and Expertise: Demonstrated ability to manage complex WordPress-based websites and provide ongoing support.
  • Proposed Approach: Clear, organized, and realistic maintenance plan 
  • Pricing Structure: Competitive pricing that aligns with the scope of work and District Bridges’ nonprofit status
  • Client References: Positive references or case studies from similar projects.
  • Value-added Services: Innovative approaches or additional services that would benefit AccessPoint DC’s mission and growth.

Proposal SubmissionAll proposals must be submitted by 2/21/2025, and should be sent to: Sara Rockefeller sara@districtbridges.org