Request Management System

The Vendor is required to provide for the following: Software-as-a-Service (SaaS) based Service Request Management (SRM) system.
- The City seeks a modern, user-friendly, and efficient solution to streamline and enhance how community members submit, track, and manage service requests across various City services.
- The primary goals and objectives for this SaaS-based Service Request Management system include:
•    Enhance constituent experience: provide an intuitive and accessible platform for constituents to easily submit, track the status of, and receive updates on service requests via multiple channels (web, mobile, etc.).
•    Improve operational efficiency: automate and streamline the routing, assignment, and resolution of service requests across various city departments. Reduce manual processes and administrative overhead.
•    Data-driven decision making: enable robust reporting and analytics to identify trends, measure performance, and inform resource allocation.
•    Scalability and flexibility: implement a solution that can easily scale to meet future growth and evolving service needs of the city.
•    Integration capabilities: ensure that the system can integrate with existing city systems, such as GIS, asset and work management (CityWorks), financial systems, parking availability platforms, the city website, and potentially other departmental applications.
•    Triage and redirection of requests: when a resident makes a request that is not a responsibility of the city (e.g. Pothole on agency road), provide a process to redirect the request to another agency.
•    Security and compliance: select a solution that adheres to best practices for data security and privacy, and supports integration with google single sign-on (SSO).
- 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/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/FAQ 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.
- Internal staff portal/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/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.
- 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 geofencing.
- 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.
- 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.