Customer Relationship Manager Services

The Vendor is required to provide to implement a comprehensive customer relationship management (CRM) platform to enhance the efficiency of county operations, improve citizen engagement, streamline service request management, and foster better communication between government agencies and the community.
- The system should support case management, workflow automation, data analytics, and integration with existing government platforms.
• Enhance citizen engagement through multi-channel communication (email, phone, chat, etc.)
• Improve efficiency by automating workflows and case management
• Ensure data security and compliance with government regulations
• Provide analytics and reporting capabilities for decision-making
• Restrict reporting capabilities to designated individuals within each department.
• Integrate seamlessly with existing government it infrastructure
- The CRM platform must include:
1. Service request management:
• Citizens must be able to submit service requests, complaints, and inquiries via a web portal, mobile app, or other communication channels (e.g., email, phone).
• Requests should be categorized by department, issue type, and priority level.
• Automated workflows should route requests to the appropriate department or personnel.
• Request tracking and status updates must be available to citizens and internal users.
• System should allow users to assign, escalate, and mark as confidential, or close service requests.
2. Citizen communication and engagement:
• Multi-channel communication support (e.g., email, SMS, social media).
• Self-service portals, chatbots, and case tracking
• Real-time notifications for citizens when their request status changes (e.g., updates, resolutions, feedback).
• Feedback and satisfaction surveys post-resolution to measure citizen experience.
3. Knowledge base:
• A centralized repository of frequently asked questions (FAQS), policy documents, and self-service resources.
• Citizens should be able to search for relevant information before submitting a request.
4. Case management:
• Case management capabilities to track and resolve individual requests and issues.
• Ability to create, manage, and track cases based on citizen inquiries or problems.
• Ability to mark cases confidential and only allow case manager and citizen to review.
• Ability to run department specific reports
• Notes and document management to ensure all case details are captured.
5. Data management:
• Centralized citizen records
• Data deduplication
• History tracking
6. Reporting and analytics:
• Dashboards for performance tracking, including metrics on response times, resolution times, and satisfaction scores.
• Customizable reporting features to track trends in service requests, identify recurring issues, and monitor overall performance.
• Data export capabilities to generate reports for internal analysis and external stakeholders.
7. Integration:
• The CRM must integrate seamlessly with existing government databases, systems, and third-party applications (e.g., GIS, payment systems).
• API support for integration with government databases, ERP systems, and third-party services
• Support for single sign-on (SSO) or other authentication protocols for secure access by internal users.
8. User roles and permissions:
• Different user roles for citizens, government employees, and administrators with varying levels of access to the system.
• Role-based access to sensitive data to ensure compliance with data privacy and security standards.
9. Mobile access:
• A mobile-responsive web interface or mobile app for citizens and staff to submit and track service requests on-the-go.
10. Security and compliance:
• Compliance with applicable government regulations, such as fed ramp, including data security, privacy, and retention requirements.
• Ability to handle sensitive information (e.g., personal identification details) with encryption and secure data storage.
- Contract Period/Term: 3 years
- Questions/Inquires Deadline: April 14, 2025