Customer Relations Management System

The vendor required to provide customer relations management (CRM) will primarily be used by division to receive, record, respond to, and retain letters, phone calls, faxes, web-mails, and other means of communication directed to the office from the public.
- The CRM project will deliver a platform that:
•    Supports the full communications lifecycle: including intake, processing, drafting, approval, routing, and archiving across all communication channels—mail, email, phones, voicemail, web, and social.
•    Enables high-quality written content: with advanced drafting tools, editorial workflows, tracked changes, content governance, and integrated ceremonial document creation.
•    Integrates fully with department of telephony: providing screen pops, call logging, call recording, warm transfers, voicemail transcription, and follow-up routing.
•    Supports efficient workflow and assignment management via the assignment desk (“a-desk”) enabling routing for input, review, and information-only assignments with aging reports, escalations, and full audit logs.
•    Supports efficient workflow and assignment management: via the assignment desk (“a-desk”) enabling routing for input, review, and information-only assignments with aging reports, escalations, and full audit logs.
•    Provides fast, enterprise-grade search: allowing staff to find any record, attachment, or data point in seconds.
•    Strengthens reporting and analytics: supporting public information request (PIR) reporting, issue tracking, GIS mapping, and emerging-issue analysis.
•    Migrates or processes all historical and current data:
o    Legacy CTS data (2002–2022)
o    Current CRM data (2022–present)
o    Attachments, letters, faxes, emails, and call logs
- Requirement
•    Communication and multichannel engagement
•    Content creation, editorial workflow, and approval
•    Processing, logging, and operational workflow
•    Search, retrieval, and data intelligence
•    Tracking, reporting, and analytics
•    Integration, migration, and interoperability
•    Governance, security, reliability, and support
- Deliverables and acceptance
•    Project plans
•    System design documents
•    Data mapping and migration rehearsal
•    Configured CRM environments
•    Integrations
•    Test plans and results
•    Training programs
•    Go-live plans
•    Stabilization reports
•    Monthly support logs
- Outcome and impact
•    Improve constituent engagement quality
•    Decrease response times
•    Enhance consistency and clarity of written responses
•    Modernize call-taking and call-tracking functions
•    Improve data analytics and issue monitoring
•    Streamline internal workflows
•    Increase transparency and audit readiness
•    Improve public information request (PIR) responsiveness
•    Compliance with records retention schedule
•    Strengthen inter-division collaboration
•    Support executive decision-making.

- Contract Period/Term: 3 years
- Questions/Inquires Deadline: January 05, 2026