311 SaaS CRM Solution and Implementation
City of Austin > Austin Public Health > Austin Financial Services-Central Procurement
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Submission Instructions
Description
The City seeks a cloud-hosted SaaS customer relationship management system to replace its existing 3-1-1 platform and serve as a customer engagement center. The solution must support resident and staff request intake across multiple channels, request routing and tracking, workflow automation, knowledge management, multilingual and accessible interfaces, reporting and mapping, and integrations with City systems. The requirements include high availability, security and data-handling controls, and support for resident and field mobile applications. The contractor will provide implementation and professional services, including project management, requirements analysis and design, configuration, integration, testing, training, deployment, maintenance, and ongoing support. The proposal must include pricing and completed response matrices, references, and an offer and certifications package. The City offers the option to migrate approximately three years of legacy data, including service requests and attached files, or to proceed without migration. The contract has an initial 36-month term and may be extended for up to two additional 12-month periods.
Classification Codes
Smart Codes
Specifications
Timeline
Requirements
- Workers' Compensation
- Employer's Liability — $1,000,000.00
- Commercial General Liability — $1,000,000.00
- Business Automobile Liability — $1,000,000.00
- Professional Liability/Technology Errors and Omissions — $10,000,000.00
- Cyber Liability — $5,000,000.00
- Minimum 3 references
- Within the last 5 years
- Client point of contact required for each reference
Location
Documents
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