Customer Service Centre Web Portal

The Vendor is required to provide customer service center ("CSC") web portal that enables residents, businesses, and visitors to access city services and submit, track, and manage service requests through an intuitive digital experience integrated with Microsoft dynamics 365 customer service.
- Requirement:
• The work includes confirming detailed requirements with the city, preparing the solution design and implementation plan, configuring the portal and related administrative capabilities, establishing integration with the city's customer relationship management ("CRM") environment and approved supporting services.
• Supporting user acceptance testing, completing production readiness activities, training city staff, and transitioning the solution to steady-state operations. The contractor should also identify any assumptions, dependencies, exclusions, risks, required city resources, third-party components, and optional future capabilities that may affect delivery, schedule, cost, supportability, or long-term maintainability.
• The initial implementation is expected to focus on approximately three (3) to four (4) existing service request forms that the city has already implemented in Microsoft dynamics 365 customer service.
• Use these forms as the initial implementation scope for portal configuration, integration, testing, training, and launch planning, while ensuring the solution remains configurable and scalable for additional forms and services in future phases.