Service Request Management System

The Vendor is required to provide software-as-a-service (SaaS) based service request management (SRM) system a modern, user-friendly, and efficient solution to streamline and enhance how community members submit, track, and manage service requests across various city services.
- Core system functionality
1. Public-facing portal:
•    Intuitive, customizable, and mobile-responsive interface for community members meeting and keeping up with current WCAG requirements.
•    Ability to submit various types of service requests (e.g., potholes, missed trash, code violations, streetlight outages, park maintenance, etc.).
•    Geolocation capabilities for accurate reporting of issues.
•    Ability to attach photos and videos to requests.
•    The system must support optional user accounts, allowing individuals to submit requests without logging in, while enabling those with accounts to track their personal request history.
•    Knowledge base integration for self-service problem resolution.
•    Status updates and automated notifications (email, SMS).
•    Ability to restrict or limit visibility of comments from users who repeatedly violate community guidelines.
2. Internal staff portal and dashboard:
•    Role-based access control for different departments and user levels.
•    Dashboard for real-time overview of active requests, assignments, and performance metrics.
•    Efficient routing and assignment of requests to appropriate departments and individuals.
•    Tools for tracking request progress, adding notes, and updating status.
•    Ability to reassign requests. 
•    Should allow staff users to set out of office and route to other users(s) while unavailable. 
•    Should allow bulk reassignments of requests when staff change positions.
•    Internal communication tools for collaboration on requests.
3. Workflow automation:
•    Configurable workflows for different service request types, including custom fields and multi-step approvals.
•    Automated notifications to staff and community members based on workflow triggers.
•    Ability to route requests utilizing geo-fencing.
4. Reporting and analytics:
•    Customizable reporting tools to generate reports on request volume, resolution times, departmental performance, common issues, etc.
•    Dashboards with key performance indicators (KPIS).
•    Ability to easily export data for further analysis.
5. Communication management:
•    Integrated communication tools for interacting with constituents.
•    Templates for standardized communication.
•    Audit trail of all communications related to a request.
•    Constituents should be able to understand how long they should be expected to wait for a particular request type to be completed.