The vendor is required to provide to implement a web-based citizen relationship management (CRM) solution will integrate these systems, streamline internal workflows, and eliminate redundant tasks, enhancing both citizen satisfaction and operational effectiveness.
- The system aims to improve citizen interactions by providing residents a single point of contact across multiple communication channels, delivering real-time updates and responsive service.
a. Functional
• Configurable workflow automation. 
• Analytics and real-time reporting, including response times, contact volumes, resolutions, locations, request duplications, status updates, and trend analysis. 
• Customizable reports and dashboards that allow for visual aids such as charts and tables. 
• Integration and interfacing capabilities with existing city software, including but not limited to microsoft 365, outlook, Hansen (Infor), citizen serve, perfect mind, Accela, NorthStar utilities and arc GIS. 
• GIS mapping integration for contact localization and filtering (including customized boundaries, council districts, HOAs and neighborhoods). 
• Real-time automated workflows for citizen requests and internal communications. 
• Automated workflows from any channel to move inquiries through the system in real-time. 
• Citizen profile entry screens and retention of profiles for institutional memory and future use. 
• Real-time relation with all other internal systems to validate citizen account and history with all city departments. 
• Once a citizen calls the city with a request/inquiry/complaint, their profile should be stored and accessible by all other departments to supplement data. 
• A simple-to-use fillable form to create citizen profiles to be stored, retained and accessed by all other users.
• Initial and ongoing tiered training for administrative and regular users. 
• Real-time synchronization of database updates from mobile devices, emails, and manual inputs. 
• Secure and scalable government cloud-based software as a service (SaaS) platform with comprehensive data encryption. 
• Customizable and scalable to accommodate community growth and organizational changes. 
• High system availability ensured through redundant backup servers, cloud nodes, or equivalent solutions. 
• Comprehensive encryption of all data at rest, including, but not limited to, relational databases, file storage, and backup copies, employing industry-standard encryption technologies. 
• Configuration of single sign-on (SSO) to allow automatic user access once authenticated through the city’s identity management system. 
• Support multi-factor authentication (MFA) or two-factor authentication (2fa) for secure remote access. 
• Ability to create and manage contact records that include profile details, work orders, surveys, notes, communication and engagement history, priorities, and related data—all within a unified view. 
• Enable comprehensive case management, including, but not limited to, user assignment, request tracking, issue resolution, ticket closure, and feedback collection. 
• Offer pre-configured email templates for frequently asked questions to enable rapid response. 
• Ensure data validation at the point of entry to maintain data accuracy and integrity 
• Support data retention, redundancy, archiving, and secure destruction in accordance with city policies and applicable regulations. 
• Maintain a centralized, unified customer database accessible across all departments. 
• Provide and maintain both test and production environments for system configuration, testing, and deployment. 
• Ensure end-user interface should be compliant with WCAG 2.0 (or higher) web accessibility guidelines 
• Adhere to application security best practices as defined by the national institute of standards and technology (NIST). 
• Robust disaster recovery plans and comprehensive security incident response protocols. 
• Synchronize with microsoft outlook to enable email notifications and task updates for staff users. 
• Support full data migration from the city’s current CRM system (rock solid by Granicus). 
• Provide user-friendly configuration tools to support future feature enhancements and system improvements. push alerts for public safety announcements and urgent messages 
• Support geo-targeted notifications to inform residents of relevant local updates and alerts. 
• Include citizen engagement tools such as feedback forms, surveys, and civic participation features.
b. Users (staff)
• Reach citizens through SMS texts and emails using personalized messaging based on CRM-stored data. 
• Provide internal users with a shared, permission-based view of all citizen interactions. 
• Display a customizable internal user dashboard summarizing assigned tasks, alerts, and recent activity. 
• Enable internal users to add text or audio notes to the records to capture citizen interaction and context.
• Formatting of data should be consistent; phone numbers, addresses, etc. 
• Support the use of templates and standardized forms to streamline data entry. 
• Integrate with microsoft 365 for internal staff to synchronize contacts, tasks, and calendar events; support custom data mapping, contact creation from outlook, and sharing via microsoft teams, and more.
• Allow staff to send photo responses with closure confirmations where appropriate. 
• Automatically send intuitive status updates to citizens as service requests progress.
c. Administrative user requirements (based on permissions set by organization)
• Export dashboards as pdf files for distribution to designated administrative users via email. 
• Generate standard and customized reports with export options in pdf, xls, csv, or any other relevant formats introduced during the term of the contract. 
• Access power bi visual dashboards displaying key metrics such as citizen interactions, open and resolved issues, resolution times, contact volumes, and trend analyses. 
• Send automated and customized messages and alerts to residents through an opt-in notification system. 
• Collect resident feedback using built-in tools such as satisfaction surveys. 
• Track keywords from citizen submissions to identify trends and enable proactive response strategies. 
• Maintain comprehensive activity logs for both administrative and standard users, with reporting capability. 
• Assign user roles and define module- or field-level permissions; manage data access through configurable sharing settings.
d. End users (citizens)
• Provide an intuitive, cross-platform solution that allows citizens to connect through multiple channels—including web, mobile app, phone, text, and email—and delivers a consistent user experience across all devices through a fully responsive, web-based platform. 
• Provide an intuitive mobile app and web interface with cross-platform compatibility, including support for iOS, android, windows, and other commonly used operating systems and devices. 
• Allow optional photo submissions to accompany service requests.
- Questions/Inquires Deadline: July 2, 2025