What the buyer needs
AI summaryThe buyer requires a Constituent Relationship Management (CRM) tool to establish a single, authoritative, 360-degree constituent profile consolidating data across multiple city departments. The requested scope includes tracking multi-channel communications, enhancing service delivery with configurable workflows, supporting case management across departments, and integrating existing platforms like Constant Contact. Only onshore, USA-based organizations are eligible to bid, and performance of the work will be offsite. Bidders must submit all questions no later than October 12, 2026, and the buyer will hold a pre-proposal meeting on October 5, 2026. The buyer seeks proposals to determine the budget.
Scope of work
- Establish a single, 360-degree constituent profile consolidating service requests, permits, complaints, and contact details.
- Integrate constituent data across City departments including Environmental Services, Finance, and Neighborhood and Business Development.
- Track multi-channel communications across phone, email, in-person, and web portal interactions.
- Integrate existing communication platforms such as Constant Contact.
- Enable personalized, proactive outreach, configurable workflows, and feedback tracking.
- Support case management with escalation protocols, cross-departmental collaboration, and SLA monitoring.
- Provide data-driven insights, reporting, and predictive analytics.
- Deliver implementation, training, hosting, managed services, and integration services.
How proposals are evaluated
| Criterion | Weight / scoring |
|---|---|
| Form 4 - IT Questionnaire | Pass/Fail |
| Form 5 - Data Requirements | Pass/Fail |
| Written proposals evaluation | 100-point scale |
| Cost | Not specified |
| MWBE Utilization and Workforce Goals | Bonus weighting |
Minimum qualifications
- Must be an onshore (USA) organization.
Documents to include with your response
- Form 1 - Requirements
- Form 2 - Implementation Services
- Form 3 - Hosted Managed Services
- Form 4 - IT Questionnaire
- Form 5 - Data Requirements
- Form 6 - Project Team
- Form 7 - Cost Proposal
- Form 8 - Vendor Information
- 30-minute demonstration video
How to submit
- Method
- Instructions
- Submit proposals electronically to the Data Office RFP Coordinator. Proposals must include completed forms from the Excel template and a 30-minute recorded demonstration video.