Constituent Relationship Management (CRM) Tool

CRM must maintain a single, authoritative constituent record across all departments. Vendors should describe:
• How constituent records are created, updated, and maintained over their lifecycle.
• How verified data is protected from being overwritten when multiple departments contribute updates.
• Duplicate detection, flagging, and merging capabilities.
• Contact verification workflows (email, phone, USPS/geocoding address validation).
• How conflicting data from different departments is resolved.
• Audit logging for every change, including who, what, when, and source system.
• Cross system ID mapping (Verint, NSC Excel, R-Central, Constant Contact, etc.) to maintain a unified identity.
• Support for multiple household members, multiple addresses, multiple phone numbers, and multiple emails.
- Environment necessitates a centralized, constituent-first platform that enables us to:
• Unify the Constituent Record: Establish a single, authoritative, 360-degree constituent profile that consolidates service requests, permits, complaints, program participation, communication preferences, and demographic or contact information across every touchpoint.
• Consolidate Departmental Data: The CRM solution must integrate constituent data across multiple City departments, including Environmental Services (Refuse and Utilities), the Finance Department (tax bills and other receivables), and Neighborhood and Business Development functions such as Permits, Code Enforcement, and Neighborhood Service Centers (NSCs). It must also incorporate data from the Department of Recreation and Human Services (DRHS), 311/Customer Service, Police, Fire, and other operational units. Integration should support real-time or near real-time synchronization and enable mapping across inconsistent data structures to create a unified, accurate, and actionable constituent profile.
• Modernize Communication Management: Track multi-channel communications (phone, email, in-person, web portal), manage templates for standardized responses, trigger notifications for follow-up actions, and integrate existing communication platforms such as Constant Contact.
• Enhance Service Delivery: Enable personalized, proactive outreach and service recommendations, configurable workflows, communication-preference management, and structured feedback and satisfaction tracking.
• Support Case Management: Track issues and service requests across departments with escalation protocols, cross-departmental collaboration tools, SLA monitoring, and compliance reporting.
• Deliver Data-Driven Insights: Surface patterns in constituent engagement, recurring requests, and areas of high need; support prescriptive and predictive analytics that reduce escalations; and report on trends, needs, and efficiency-related KPIs.
• Maintain Governance with Decentralized Operations: Preserve a single, centrally governed constituent identity while allowing individual departments to manage their own department-specific data, workflows, and queues.