Constituent Relationship Management System

The Vendor is required to provide a secure and configurable constituent relationship management (CRM) solution to improve how the office manages constituent communications, correspondence, scheduling, and case tracking.
- Provide to implement a modern CRM system that centralizes constituent correspondence, scheduling, and case tracking in a single, secure platform.
- The desired solution will enable users to log and route communications, manage cases and tasks, generate reports, and integrate with existing Microsoft 365 tools such as Outlook and Teams.
- The resulting contract will include all professional services necessary for a successful deployment, including project management, configuration, data migration, integration, training, and post-implementation support.
- The work under this contract will include:
•    Providing a secure, configurable CRM platform capable of managing constituent communications, case tracking, correspondence, and scheduling.
•    Integrating with existing Microsoft 365 applications, including Outlook, Teams, and SharePoint.
•    Supporting dashboards and reporting tools for workload management, response tracking, and trend analysis.
•    Ensuring compliance with ITD security standards, data ownership, and records-retention requirements.
•    Providing implementation planning, configuration, user training, and ongoing maintenance and support throughout the contract term.
- Provide a commercial off-the-shelf (COTS) or software-as-a-service (SaaS) solution that can be configured—without custom development—to support the governor’s office constituent communication, scheduling, and case management needs.
- The solution must include:
•    Case and Workflow Management
o    Ability to create, assign, route, and track cases and correspondence.
o    Configurable workflow automation (e.g., routing, approval, task assignment, escalation).
o    Customizable statuses and categories aligned with the office processes.
o    Role-based task views and dashboards for workload management.
•    Constituent and Contact Management
o    Centralized constituent and organization database with configurable fields and search filters.
o    Ability to associate multiple records (contacts, cases, communications) under one constituent profile.
o    Real-time updates and audit trails of all interactions.
•    Communication Tracking
o    Ability to record and track correspondence received through multiple channels (email, phone, web form, mail, and in-person).
o    Integration or synchronization with Microsoft Outlook for inbound and outbound email management.
o    Ability to attach supporting documentation and maintain full correspondence history.
•    Scheduling and Event Management
o    Calendar management for meetings, events, and requests involving the Governor, Lieutenant Governor, and staff.
o    Integration with Microsoft Outlook and Teams calendars.
o    Tracking of scheduling requests, confirmations, holds, and declines.
•    Reporting and Dashboards
o    Configurable dashboards for case volume, turnaround times, and constituent engagement.
o    Standard and ad-hoc reporting with export capabilities.
o    Ability to generate summaries for legislative, policy, and public-service reporting needs.
•    Records Management
o    Built-in archiving, search, and retrieval functions for compliance with open records and records-retention standards.
o    Support for document tagging, metadata, and secure storage.
•    Ease of Use
o    Modern, browser-based interface accessible from standard devices without specialized software.
o    User-friendly navigation, consistent design, and minimal training requirements.

- Questions/Inquires Deadline: December 10, 2025