What the buyer needs
AI summaryThe town seeks a vendor to provide a citizen request management (CRM) system that manages the full service-request lifecycle on a single, auditable record. Core functionality must include request intake, classification, routing, assignment, staff notes, attachments, photographs, workflow, escalation, resolution, reporting, and role-based access control. The system must allow the town to configure categories, departments, priorities, target response times, and notifications while maintaining a reliable communication history. It must also offer a mobile-friendly citizen-facing experience supporting desktop, mobile browser, or app submissions, alongside address lookup, geocoding, heat maps, geofence routing, and town GIS layers. Only onshore USA vendors are eligible to bid, and performance of the work will be offsite. Vendors must submit all questions no later than November 20, 2026, and may submit responses digitally via email or online for a one-year contract, with the budget listed as looking for proposal.
Scope of work
- Provide, implement, configure, and support an organization-wide Citizen Request Management System (CRM)
- Manage full service-request lifecycle on a single, auditable record
- Clean, intuitive, mobile-friendly citizen-facing web and mobile app experience
- Integration with Esri/ArcGIS services, iMAPS, and Bluebeam
- Role-based access control, encryption, and multi-factor authentication
- Operational reporting and role-appropriate dashboards
- Project management, implementation plan, and User Acceptance Testing
- Ongoing maintenance, support, and staff training
How proposals are evaluated
| Criterion | Weight / scoring |
|---|---|
| Functional requirements and workflow fit | 15 |
| Citizen and staff user experience | 10 |
| Overall Cost | 25 |
Minimum qualifications
- Qualified firms with relevant municipal implementation experience
- Designate a qualified Project Manager
- Supply three (3) Governmental Agency or Private Company references from the past five (5) years
Documents to include with your response
- Completed Appendix C - Functional Requirements Matrix
- Completed Cost Proposal and RFP Execution - Section 4 (signed)
- Vendor Responses Required in Section 3 - Scope of Services - XII. Integration and Data
- Qualification and Experience, including resumes of assigned personnel
- Three (3) Governmental Agency or Private Company references (Section 5)
- Implementation plan with major phases, deliverables, and assumptions
How to submit
- Method
- Electronic via the North Carolina Electronic Vendor Portal (NC eVP)
- Instructions
- Submit one (1) electronic version through https://evp.nc.gov/solicitations. Proposals must be clearly marked with the submitting company name, RFP number, and RFP title.