311 - Customer Relationship Management System

The Vendor is required to provide information on cost-effective options for a new set of solutions or a full system for their current 311 customer relationship management system.
- 311 System
• The 311 system would need to work across a dozen departments and over 3300 City staff and enable them to effectively:
• Maintain accurate data about Customers and Places and how we interact with them
• Intake, route, escalate, track, and respond to 311 service requests from the public
• Reduce internal waste and redundancy through a comprehensive package of integrations for the CRM with other key business applications
• Produce data for analysis that can be used to identify possible interventions City-wide
- 311 Customers: Residents submitting requests into 311
• Allow customers to easily access and understand data related to 311 service requests.
• Customers can easily submit and track their requests through multiple self-service channels, including calling 311, using a website portal, or sending a text.
• Provide customers with access to updates for the life of all 311 service requests
- 311 Responders: City staff and other outside entities (utility companies, others) working to resolve the actual request in the field
• Allow for 311 responders to easily access information needed to resolve a request and send updates on the requests.
• Currently, many employees use a paper-based ticketing system. The City would like the option to continue that paper-based system while also transitioning towards a functional mobile app where 311 responders can access necessary information, reassign requests, and resolve requests.
• Integrate with pre-existing applications that host other City-wide work order requests for 311 responders
• Allow for external entities, such as utility companies, to access the 311 system to encourage more 311 utilization and partnerships
- 311 System Administrators: City staff who oversee the system's backend use and integration with the City’s other applications
• Provide efficient and straightforward ways to access data for metrics and reporting.
• Enable integrations with other existing applications.
• Provide continued technical assistance and training for the administrators.
• Provide system environments: Development/Configuration, Test, Training, Production, and Individual Sandboxes for Admins.
- System include:
• The solution will foster accountability and allow managers to spot trends, establish customer service goals, and analyze the work of their departments to facilitate informed decision-making regarding the allocation of resources and improvements in operations, thereby improving the provision of City services to residents.
• The system shall collect and maintain constituent information including name, address, phone number, email addresses, social media handles, geographic location, and all submitted service requests with their current status.
• The system shall display the constituent’s identifiable information (such as address and contact details) when creating a new service request to ensure accurate record association and reduce duplicate entries.
• System will provide local elected officials the ability to monitor the delivery of services to their residents.
• Improving service request ­related measurement tools and tracking of end­-to­-end call flows (from point of entry to distribution point where ticket is assigned to a team as work, to the team member taking action and then return info flow back to originator)
• Reporting and Analytics API to interface with data from CRM, drive collaboration between residents and departments, foster data driven decision making and process improvements in City departments.
• The solution must be easily adaptable to include the City logo and should be customizable to ensure consistency with current city branding and public awareness campaigns.
- Agent Capabilities:
• Mass message distribution through email (mailchimp/constant contact) and text messaging
• The system shall provide comprehensive request‑management tools that allow users to view, sort, and filter service requests using department‑specific metrics—such as requester, request type, time period, status, assigned agent, location (including intersections, cross streets, districts, and neighborhoods), and reporting channel (e.g., social media, phone, 311 app). In addition, the system shall include robust keyword search capabilities that can identify city‑specific markers such as intersections, park names, trail names, and other geographically or contextually relevant terms.
• Escalate critical tasks or route tasks to other agencies if necessary.
• This includes automatic escalation for projects that are past due or highly critical.
• Manually change status information for pending requests.
• Flag repeat callers