Website and Customer Service Logging System

Vendors to develop a (1) customized website and (2) customer service log and tracking system, with the goal of implementing a scalable, secure, user-friendly, mobile-responsive, and accessible system that enhances customers’ access to relevant information, as well as the ability to track, manage, and analyze customer service activity for use by customers and customer service agents.
- The redesigned website should:
• Improve usability, navigation, and overall user experience
• Meet or exceed WCAG 2.2 AA accessibility standards
• Present a modern, visually appealing design aligned with organization branding
• Improve content organization and searchability
• Support mobile-first responsiveness
• Integrate with the customer service portal and other existing online services as needed
• Provide an easy-to-use content management system (CMS) for CVWMA staff to update on a regular basis
- The redesigned customer service system should:
• Interact with our cloud-based call system, as well as other available contact platforms
• Provide real-time service request intake and automated acknowledgements
• Have ability to operate both internally (within CVWMA) and externally (with contractors)
• Be able to generate reports for various call log and address data, create a dashboard with general reporting information, as well as generate in a readable, sharable, downloadable format