SW-24135 - USA (New Mexico) - Customer Relationship management System - Deadline June 11,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: SW-24135

Government Authority located in New Mexico; USA based organization looking for expert vendor for customer relationship management system.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide for software and professional services to implement a constituent request management software system, CRM software system that supports all public request submission and management along with request management by all city departments.
- System has the ability to support a business workflow that utilizes a central call center/dispatch or multiple call centers , system has the ability to support service requests via phone contact, system has the ability to support a centralized constituent profile, system has the ability to create resident profile accounts that service requests may be associated with, system has the ability to present a single view of each constituent, quickly and effectively, to each participating business application and/or operation, system has the ability to protect from public access an individual's personal information as requested, including but not limited to: their name, address, phone number, email and family information, system has the ability to flag particular resident types given interactions
with the central call center or dispatch and future integration with city information systems, system has the ability to provide GIS location validation against the city's existing ESRI GIS data, system has the ability to use the city's existing ESRI GIS data and related tables to improve the accuracy and validity of data entered into the system, system should have the ability to allow system administrator to create default response to specific data entry fields e.g. city, and state.
- Mobile app has the ability to access to the full CRM system functionality to allow constituents to create and manage their user profile, submit a service request and view a list of their submitted requests using a mobile device, mobile app has the ability to allow resident interactions with no resident data collected from individual residents to preserve anonymity, mobile app has the ability to capture the GPS coordinates from a photograph take from a mobile device (Smart Phone and Tablet) while creating a service request with the mobile app and pinpoint the location using
the city's GIS system, mobile app has the ability to allow employees to filter service requests assigned specifically to them and allow this view to be saved on both their desktop and mobile device (Smart Phone and Tablet).
(2) A pre-proposal vendor conference will be held on May 16, 2019.
(3) All question must be submitted no later than May 20, 2019

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location

Expiry Date : Tuesday, 11 June, 2019

Pre-proposal Conference Date : Thursday, 16 May, 2019

Question Answer Deadline : Monday, 20 May, 2019

Category : Software, System and Application

Country : USA

State : New Mexico

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