Constituent Relationship Management Software

The vendor is required to provide constituent relationship management (CRM) solution should improve constituent services by streamlining communication, tracking inquiries, prioritizing tasks, and analyzing interactions between the city council, internal departments, and the residents of city.
1. System features
•    The CRM must centralize all constituent interactions (MS outlook emails, scanned mail, phone, social media, web forms, walk-ins) into a single database for easy tracking. 
•    Allow case management with automated tracking, response reminders, and resolution timelines.
•    Users should be able to assign inquiries to specific staff members and monitor progress. 
•    The system should categorize and prioritize constituent concerns and have a robust search and filtering function. 
•    Provide the ability to upload and attach documents (word, pdf, excel, images, etc.) to specific cases. 
•    Ability to provide a means of alerting users of duplicate names, addresses, businesses etc. at data entry and ability to merge duplicate records as needed. 
•    Creation of email messages and push messages (text and SMS) to be sent through CRM. 
•    The CRM should provide real-time, easy to read dashboards showing pending vs. resolved constituent requests and trends in constituent concerns (e.g., public safety, infrastructure, city services). 
•    The system should allow custom report generation. 
•    Predictive analytics to identify emerging community concerns based on historical data. 
•    Provide the ability to filter and export all or some data without a complex administrative request process and lead time for custom reports. 
•    Generation of maps and reports that show the locations and frequency of reported issues.
2. Integration capabilities
•    CRM must integrate with city of existing communication channels, including microsoft outlook, social media, WIX web forms and future teams phone system.
•    Full access to mobile and cloud-based devices across multiple platforms (e.g., iOS and android mobile devices and windows and mac) for councilors and staff to use remotely.
•    The system should be able to import historical data found in excel, Wix and outlook.
•    The system must allow emails to be sent and received using our own domain.
3. User training and support
•    The system is easy to learn and use.
•    The seller must provide comprehensive training, including but not limited to providing on-demand training materials.
•    Ongoing technical support during normal business hours (8:00 am to 5:00 pm central standard time, Monday through Friday).
•    Dedicated account manager to escalate issues that may arise.
•    Feedback and optimization reviews to ensure adoption and continuous improvement.
4. Performance and security
•    System uptime must be 99.9% or higher, with redundancy to prevent outages.
•    Regular software updates and security patches should be provided without service disruption.
•    Adherence to local, state, and federal regulations on public data handling, including the act.
•    Role-based access control ensuring councilors, staff, and administrators only see relevant data.
•    Must have a process and format for us to extract all data if we decide to terminate our subscription.

- Budget: $20,000
- Contract Period/Term: 1 year
- Pre-Proposal Conference Date: August 28, 2025
- Questions/Inquires Deadline: September 05, 2025