Enterprise CRM and Citizen Platform

The vendor is required to provide enterprise citizen and administrative information system (CRM) that supports departmental processes (eco, education, finance, housing, health and wellness, justice, pathways)
- Objectives
•    Replace the existing ais with an enterprise-grade CRM and case management platform tailored to departmental workflows. 
•    Provide secure citizen self-service, paper-to-digital migration, and integrated payment and reporting capabilities with finance. 
•    Ensure data residency, strong access controls, auditability, and compliance with applicable privacy laws. 
•    Deliver a supported implementation including training, data migration, integrations, and a multi-year support plan.
- Requirement:
•    Software licensing and SaaS or on-prem software (proposal must state model). 
•    Configuration and customization to meet appendix a requirement. 
•    Data migration, cleansing, reconciliation, and archival from ais and other data sources. 
•    Integration with: financial management system, justice case system, housing case system, azure ad and active directory, email, and other systems 
•    Cutover, rollout, knowledge transfer and documentation.
•    Training for administrators, power users and end users (train-the-trainer). 
•    Post-go-live support and hyper-care and ongoing maintenance and support options. 
•    Security, privacy and compliance assistance including privacy impact assessment input. 
•    Optional modules and features, future enhancements and ai-assisted capabilities (document separately).

- Questions/Inquires Deadline: October 31, 2025