What the buyer needs
AI summaryAustin 3-1-1 requires a vendor-hosted, cloud-based customer relationship management Software as a Service solution to serve as its 311-customer engagement center. The system must support multi-channel intake, mobile applications for residents and field operations, agent interfaces with real-time translation, administrative configuration tools, and native GIS visualizations. The contractor must perform all work offsite at its own office premises. Only onshore United States organizations are eligible to submit proposals. The buyer seeks proposals to support roughly 1,000 internal users and an annual average exceeding 500,000 service requests across multiple city departments.
Scope of work
- User licenses for 3-1-1 CRM Admin, Call Agents, Support Staff, and Department Staff
- Processing high-volume service requests across phone, mobile app, email, and website channels
- Mobile app capabilities for residents and field workers
- Bidirectional integrations with Amanda, IPS, Knack, Maximo, Routeware, ShelterBuddy, and Open Data Platform via City of Austin ESB
- Data migration of approximately three years of service request data and attached files
- Cloud-based SaaS application with expected minimum system availability of 99.9%
- Mapping and GIS integration using City central GIS repository
- Multi-language support including Spanish language requests and auto-translation
Minimum qualifications
- Contractor must perform criminal and financial background checks on its personnel
- Contractor must employ multi-factor access control methodologies on authorized endpoint devices