Knowledge System

The vendor is required to provide to deliver and implement a new call center knowledge operations software.
- The city desires to obtain a commercial-off-the shelf software package that has been developed by third party software firms with substantial functionality with minimal development, modifications or enhancements to the software package.
- Provide a system that will provide consistent, easy-to-access departmental reference materials, decision trees and interactive checklists.
- For learning and development, the system needs the ability to create custom courses and learning paths with attestation features to confirm compliance.
- The goal of this software is to move from our current culture of tribal knowledge to a culture of guided knowledge. 
- This will increase the efficiency and effectiveness of the call center representatives.
• Water: the city provides drinking water through the department, serving over 733,000 people.
• Wastewater (sewer): the city manages wastewater services, ensuring proper treatment and disposal of wastewater.
• Solid waste: the city provides trash and recycling pickup services, managed by the solid waste department.
• Reclaimed water: reclaimed water is available in specific areas within the city, offering a sustainable water source.
- The utility call center has approximately 30 active agents and 3 supervisors responding to customers.
- The utility call center is seeking a knowledge operations program that will help them progress from a culture of tribal knowledge to a culture of guided knowledge.
- The desired system will have the capability to manage learning and development, including the ability to create custom courses and learning paths.
- The solution should also have the capability to record video lessons and presentations and publish these within the application. 
- The solution should also have the ability to track course completions and documentation material review status by person.
- Contract Period/Term: 5 years
- Pre-Proposal Conference (Non-Mandatory) Date: July 23, 2025
- Questions/Inquires Deadline: August 12, 2025