Customer Relationship Management (CRM) Solution
SF gov
City of San Francisco, CA
[email protected]
1 Dr. Carlton B. Goodlett Place
San Francisco
94102
In an effort to improve the quality and cost effectiveness of customer service, the City and County of San Francisco (the City) is in the process of implementing a 311 initiative that will lead to the creation of a City-wide customer service call center. The 311 initiative is supported by a Customer relationship management (CRM) strategy that aims to improve overall tracking and accountability for delivering City services. This Request for Proposal (RFP) seeks proposals that will enable the City to:
Improve tracking and resolution of customer service requests by redesigning, where necessary, key business processes and implementing a CRM or similar software solution;
Create a single repository for all service requests;
Potentially replace or integrate with various legacy department systems and the Citys ESRI-based Geographic Information System (GIS);
Improve reporting and monitoring of customer service performance;
Host and support the CRM software solution either within the City or through an Application Service Provider (ASP);
Use a common e-commerce engine to process payments for transactions completed online.
The contract shall have an original term of three years. In addition, the City shall have three options to extend the term for a period of three years each, which the City may exercise in its sole, absolute discretion.
