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
