What the buyer needs
AI summaryThe buyer seeks a customer relations management (CRM) system to facilitate citizen communication and internal workflows for its 311 Centre. The system requires a public-facing web portal and an internal administrative dashboard to increase centralized civic engagement, and it must integrate with the existing Accela system. The City's website is hosted by Civic Plus, its traffic ticket system is Watson, and its main contact sources are MyKnoxApp via text, phone, and the Rocky Bot AI chatbot. Work will be performed offsite, and only onshore organizations in the USA are eligible to participate. Interested vendors may submit responses digitally via email or online, and all questions must be submitted by November 27, 2026. The buyer is currently looking for proposals and has not specified a budget.
Scope of work
- Public-facing web portal and internal-facing administrative dashboard
- Trackable service requests showing received, assigned, completed, and closed statuses
- Self-service options including mobile application, web widget, web application, and voice AI service
- Integration with existing Accela system
- Implementation planning, testing, configuration, technical support, and future enhancements
- Training for project team members and operation staff
- Marketing and communication materials to promote the application and educate the public
Minimum qualifications
- Onshore (USA Organization Only)
How to submit
- Method
- Instructions
- Questions and information may be emailed to Suzanne Daws, Senior Procurement Specialist, by December 4, 2026 at 11:00 a.m.