Unified Customer Relationship Management System

The Vendor is required to provide unified customer relationship management (CRM) system designed to modernize and streamline all aspects of veteran-facing service delivery.
- This system will serve as the central technology platform for federal department claims processing, state veterans’ benefits, administration, outreach and engagement, case management, and interagency coordination across the state.
- Core functionalities will include:
•    Department federal claims processing: integration with the us department of veterans affairs systems to allow authorized state officers to prepare, submit, and track benefit claims in real time 
•    Case management and client services: centralized case files, activity logs, and digital documentation for each veteran accessible by authorized users to ensure seamless case continuity and accountability. 
•    City registry and state benefits tracking: a verified single source registry of all state veterans to enable enrollment, benefit verification, and determination of eligibility for both federal and state programs. 
•    Outreach and communications: automated tools for targeted outreach campaigns, email notifications, and community engagement. 
•    Appointment scheduling and A.I. Call center: integrated scheduling tools and artificial intelligence enabled call center to improve response times, manage inbound inquiries and support outbound contract efforts. 
•    Secure interagency data sharing: authorized data transfer and synchronization with other state agencies to improve service access and reduce duplicative data entry. 
•    Fraud prevention and identity verification: full integration with id.me to ensure identify validation and prevent fraud, waste, and abuse within state and federal benefit systems.