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HomeMy WebLinkAboutRFI - REQUEST FOR INFORMATION - 9125 CUSTOMER SERVICE/ RELATIONSHIP MANAGEMENT SYSTEMPage 1 of 4 REQUEST FOR INFORMATION 9125 CUSTOMER SERVICE/RELATIONSHIP MANAGEMENT SYSTEM I. OBJECTIVE The City of Fort Collins’ (City) goal in issuing this Request for Information (RFI) is to give vendors who are interested in entering into a contractual arrangement with the City an opportunity to exchange information with the City prior to the possible future issuance of a Request for Proposal (RFP). This RFI is intended to provide both the City and the respondents an opportunity to learn more about how each conducts business. The City of Fort Collins is a progressive municipality with an interest in improving our ability to address customer service issues. We are accepting information on Customer Relationship Management systems that will assist staff in responding to and resolving customer service issues quickly and efficiently, while also providing summary data to aid in decision making. An ideal system will address 311 type service requests and CRM needs. We are interested in a CRM solution that aids staff’s efficiency by avoiding, eliminating or reducing the need for duplicate entry with existing line of business systems that remain in use. To achieve this objective, the vendor will need to have demonstrated success in direct integration of their product with common code enforcement, GIS and public works systems and other local government line of business systems. Below is a list of items that our users must have in order to consider the products along with some wants that would be nice to have in addition to the requirements: Must have: 1) A mobile-first design with City approved branding. 2) Easy to use content management tools to enable subject matter experts to create and maintain the self-service FAQ knowledge base content without direct assistance from IT staff. 3) Efficient and easy to configure request process workflow and routing capabilities. 4) An application design and associated request workflow and routing tools that minimize the amount of manual staff evaluation of request content required to route and to assign requests to appropriate subject matter experts for specific staff for follow up. 5) Leading practice cybersecurity and data management practices 6) A system that l can be integrated with applications, systems, and capabilities the City of Fort Collins already has in place. Financial Services Purchasing Division 215 N. Mason St. 2nd Floor PO Box 580 Fort Collins, CO 80522 970.221.6775 970.221.6707- fax fcgov.com/purchasing Page 2 of 4 7) Ability for citizens to submit requests on-line without first opening an account. 8) Ability for citizens to access their request status and history online. Includes the ability to track history and status for multiple requests. 9) Ability to integrate with the City’s GIS system to support functions such as verifying addresses, tagging the location information for requests, and routing requests to agencies or staff based on the location of the request (City vs County service requests for a similar service, constituent requests from different Council Districts). 10) Ability to generate automated management reports and performance metrics. 11) A licensing or competitive cost structure that enables a large number of staff to participate in FAQ maintenance and request processing workflows 12) Ability to be “scaled up” to support the CRM functionality for multiple local government agencies. Interest is to provide citizens with one access point to local government information and resources. 13) Consulting support during implementation and training for key staff 14) Ability for the City to own and manage access to all data generated, and to integrate with the City’s open data platform. 15) Tracks issues and complaints based on assigned priorities. 16) Makes it possible to aggregate data and provide reports a. Reporting functionality needs to be robust b. Standard reports as well as ability to do ad hoc reporting Additional Wants: 1) Demonstrated ability to directly and reliably interface with widely used local government line of business systems, including but not limited to building permitting, code enforcement and public works systems. This should be done in manner that significantly reduces or eliminates manual re-entry of requests received via the CRM system, to support, not replace, existing LOB system workflows. This integration should be achievable at reasonable cost and complexity. 2) Use of predictive technology or artificial intelligence to help quickly guide residents to resolution or relevant issue page 3) Option for customers to text in a request, and ability for system to automatically route majority of those requests 4) An effective web-based customer interface that allows citizens to easily navigate a self-service FAQ and then submit an online request if necessary. Page 3 of 4 5) Effective access to peer organizations that have implemented the same system, for on-going support and learning, opportunities for shared support agreements, etc. In addition, respondents are encouraged to provide any additional information that may be helpful in assisting the City in its market research. II. REQUESTED INFORMATION As part of the City’s commitment to Sustainable Purchasing, electronic proposal submission is preferred. Proposals shall be submitted online through the Rocky Mountain E- Purchasing System (RMEPS) at http://www.bidnetdirect.com/colorado/city-of-fort-collins by 3:00 PM MST (RMPES clock) on March 27, 2020. Note: please ensure adequate time to submit proposals through RMEPS. Proposals not submitted by the designated Opening Date and Time will not be accepted by the system. If you have more than one Electronic Citation or Electronic Crash Reporting solution, respond to the requested information for each product. Please include the following minimum information in your response: A. Company Information 1. Company name, address, website address. 2. Organization Type (Corporation, Subsidiary, Partnership, Individual, Joint Venture, Other). 3. The name and contact information (email, phone) of the company representative responsible for providing further information. 4. A brief overview of the company’s capabilities, experience and role in providing customer relation or service management solutions B. Service Request System and Customer Relationship Management System Overview Briefly describe your product(s) and how your product and services fit our needs as described above. When applicable, provide visual examples. C. Budgetary Cost and Schedule Estimates 1. Provide budgetary estimates using only your pricing for each alternative for nonrecurring and annual recurring costs. Also, discuss costs, ongoing costs for user licenses, technical support, maintenance, and training. 2. Provide recommended timeframes and estimated phases for implementation. (1-2 pages) D. Corporate Expertise Briefly describe your company, your products and services and other information you deem relevant. Page 4 of 4 III. QUESTIONS Questions should be directed to Beth Diven, Buyer, at bdiven@fcgov.com in written format. Please format your e-mail to include: 9125 Customer Service Request / Relationship Management System in the subject line. The deadline for question submittal is March 19, 2020 at 5:00pm. IV. MISCELLANEOUS A copy of the RFI may be obtained at http://www.bidnetdirect.com/colorado/city-of-fort-collins. This is ONLY a REQUEST FOR INFORMATION (RFI) and should not be construed as intent, commitment or promise to acquire the products and services presented by respondents. This RFI is for informational and budgetary planning purposes only. Should budgetary funds be approved for this initiative in the next budget cycle, the City will post a Request for Proposals in 2021. The City of Fort Collins will not be obligated to any respondent as a result of this RFI. The City is not obligated for any cost incurred whatsoever by respondents in the preparation of the Request for Information. Confidential or proprietary information should not be included in your response.