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. To ensure accurate record association and reduce duplicate entries, the system must display the constituent's identifiable information when a user creates a new service request. The project scope includes a reporting and analytics API to interface with data from the system. This API must drive collaboration between residents and departments while 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, ideally with no limit on the scale of customer use. Bidders must be onshore organizations based solely in the United States. The selected vendor will perform all work offsite. The agency is looking for budget proposals to determine the cost of the project. Bidders must submit all questions regarding this opportunity no later than June 4, 2026.