CONSTITUENT RELATIONSHIP MANAGEMENT (CRM) SOLUTION AND BUILD OUT of a CALL CENTER
The City requests proposals for a Constituent Relationship Management (CRM) Solution and
Build Out of a 311 Call Center. This proposal process and award of the contract are made in
conformance with Municipal Code Title 5. The City reserves the right to reject any or all
proposals, or any part thereof, or to accept any proposal or any part thereof, or to waive informalities in
any proposal, if deemed to be in the best interest of the City
Through the deployment of the 311 call center, the City is seeking to accomplish the following:
1. Improve government responsiveness to constituent issues/concerns
2. Enhance constituent access to the government
3. Extend transparency to all operational areas
4. Ease the call and dispatch burden on 911
5. Create new, unique staffing opportunities for existing employees
5. Optimize communication with constituents
6. Secure cost savings through channel shifting
7. Deliver actionable reporting dashboards
8. Act as a laboratory for testing and deploying new technologies, organizational structures and
process
9. Integrate multiple software application
