SaaS Customer Relationship Management (CRM) System Replacement for Austin 3-1-1

The City of Austin invites Responsible Offerors to submit proposals under RFP 1100 TLG3015 to replace its current SaaS Customer Relationship Management (CRM) System. The City seeks a more innovative solution that will allow Austin 3-1-1 to provide a high level of service and support to City of Austin residents. Offerors must submit proposals through a Competitive Sealed Proposals process, completing Appendix B (Functional Requirements Matrix), Appendix C (Technical Requirements Matrix), Appendix E (Security Requirements), and the Pricing Submittal Sheet for categories 1, 2, and 3. Offerors must also complete Appendix D with three Public Sector industry customer references for SaaS implementation, or explain any out-of-industry reference. The City evaluates minimally responsive proposals using the Evaluation Factors in Section 11.1, while other submittals are evaluated on a pass/fail basis. City staff will recommend contract award to the highest-rated offeror or offerors, and the City may conduct interviews or presentations.