311 - Customer Relationship Management System

The agency is seeking a vendor to provide a customer relationship management system that collects and maintains constituent information. This system must store names, addresses, phone numbers, email addresses, social media handles, geographic locations, and all submitted service requests with their current status. The agency needs the system to display a constituent's identifiable information when creating a new service request to ensure accurate record association and reduce duplicate entries. The scope of work includes providing a reporting and analytics API to interface with data from the system. This API must drive collaboration between residents and departments, fostering data-driven decision making and process improvements in city departments. The agency also requires a portal for constituents to log in and view the life cycle of their submissions, which ideally is not limited in scale of customer use. Bidders must be onshore organizations based only in the United States. The agency requires the performance of the work to be conducted offsite. The agency is looking for proposals to determine the budget, and bidders must submit all questions no later than June 4, 2026.