CLEARBOX PROCURE CASE STUDY
Aurora Modernizes Public Safety with Unified CAD/RMS Selection
Aurora partnered with Marketplace.city to streamline its evaluation and procurement of a next-generation Computer-Aided Dispatch (CAD) and Records Management System (RMS), ultimately selecting Mark43 to power the future of its public safety operations.
AT-A-GLANCE
- Location: Aurora, IL
- Government Type: City
- Population: 180,000
- Buyer: Police Department & Fire Department
- Key parties: APD, AFD, Information Technology, Purchasing
WHO IS AURORA?
Aurora, Illinois, the second-largest city in the state, is home to a population of over 180,000. Known for its vibrant history and dynamic community, the city’s government focuses on innovation and efficiency to serve its residents. The Aurora Police & Fire Departments require best-in-class Dispatch technology to quickly respond to incidents along with a unified Records system to resolve them.
THE CHALLENGE
Modernizing Aurora’s Public Safety Systems
By early 2024, public safety leaders in Aurora began planning the next generation of their Computer-Aided Dispatch (CAD) and Records Management System (RMS). These systems are central to emergency response and investigative work, enabling:
- Real-time, geospatial dispatching of police and fire vehicles
- Centralized management of incident records and investigative intelligence
Aurora’s existing solution had grown outdated and administratively burdensome. Leadership sought a modern, cloud-based SaaS platform—one that delivered automatic updates, reduced maintenance overhead, and allowed staff to focus on their core mission of public safety rather than system upkeep.
THE SOLUTION
A Data-Driven Procurement Process
Marketplace.city provided Aurora with comprehensive market intelligence, giving stakeholders a clear view of leading CAD/RMS providers and trends.
Working closely with city stakeholders, Marketplace.city designed and issued a solicitation that:
- Defined Aurora’s desired outcomes and goals
- Highlighted critical technical and operational requirements
- Enabled side-by-side comparison of vendor responses
The solicitation was publicly posted and paired with targeted outreach to top industry providers. This approach produced 10 high-quality responses. The standardized format of the responses made it easy for the project team to identify each solution’s strengths, weaknesses, and potential gaps.
“Marketplace.city simplified the procurement process for our purchase of a new Computer Aided Dispatch System and Records Management System. From helping draft the RFP to organizing vendor responses to setting up demonstrations and coordinating stakeholders, they kept the project moving. This freed me and my team up to handle other duties, saving countless hours and ensuring we could focus on selecting the best product.”
- Bryan Handell, Commander - Aurora Police Department, Bureau of Administrative Services
THE OUTCOME
Selecting a Unified CAD/RMS Platform
From the initial responses, Aurora narrowed the field to a shortlist of vendors and held in-depth, day-long demonstrations with each. Two potential paths emerged:
- A unified CAD/RMS solution from a single provider
- Separate CAD and RMS systems from two providers, joined by custom integration
To support a data-driven decision, Marketplace.city developed customized follow-up questions for each finalist, focused on clarifying pricing models and addressing technical considerations unique to their proposed deployments. Marketplace.city also identified peer public safety agencies using similar systems and coordinated site visits for Aurora’s leadership team.
Within a year of launching the project, Aurora selected Mark43 as its unified CAD/RMS platform. Marketplace.city delivered a comprehensive Final Briefing Packet that documented the entire evaluation and procurement process. In August 2025, Aurora’s City Council approved the contract—marking a major milestone in the city’s ongoing effort to modernize and enhance its public safety ecosystem.