Constituent Relationship Management Platform
City of Rochester
Original Solicitation Links
Contact
Submission Instructions
Description
The City of Rochester is seeking a comprehensive constituent relationship management solution that creates a unified constituent record across departments and serves as a digital front door for residents. The platform must support constituent identity and master data management, case and service-request management, cross-department workflows, email and SMS communications, surveys, community-group engagement, analytics, reporting, role-based access controls, audit logging, security and compliance requirements, and integration with existing systems including Infor Public Sector, Verint Case Management, Constant Contact, Esri ArcGIS, LoginRadius, and the City's data lake. The scope includes implementation planning, configuration, data integration and migration support, testing, training, City-specific documentation, stabilization support, hosted managed services, ongoing technical support, and integration development. Respondents must complete eight response forms covering requirements, implementation services, hosted managed services, IT, data, project team, cost, and vendor information; provide detailed pricing; and submit a link to a 30-minute recorded demonstration video. The standard SaaS contract template specifies a five-year initial term with one optional five-year renewal, insurance and cybersecurity obligations, United States data storage, security controls, audit access, data export, and transition assistance.
Classification Codes
Smart Codes
Specifications
Timeline
Join TeamsRequirements
- General Liability — $2,000,000.00
- Cyber Liability — $5,000,000.00
- Technology Errors and Omissions — $5,000,000.00
- Workers' Compensation and Disability Benefits
Location
Documents
| Title | Date Posted |
|---|---|
| CRM_Tool_RFP.pdf | Sep 29, 2026 02:58 PM |
| RFP Response Forms Tables Template_CRM.xlsx | Sep 29, 2026 02:58 PM |
| COR_Standard_SaaS_Contract_Template.pdf | Sep 29, 2026 02:58 PM |
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