Customer Relationship Management (CRM) Design Consultant Services

A consultant to develop a scope for a Customer Relationship Management (CRM) system. The purpose of this scope is to provide effective collection, tracking, and resolution of interactions with county residents and, optionally, employees. A CRM will enable or improve service delivery to residents, effective business workflows, inter-departmental collaboration, centralized request management, reduce redundant systems and processes, and optimized resource allocation.

The Citizen Engagement Team connects residents to departments based on requests made by telephone and by the web (currently via PublicStuff from Accela). Once connected, Citizen Engagement is unable to track these requests to resolution. The County has many systems to provide services and resolve citizen requests but there is no effective integration of them. This causes inefficient and redundant processes across multiple platforms that may be integrated or consolidated. The future CRM needs to provide data for high level dashboard creation and reporting, giving County and Department Leadership a high-level view of requested metrics.

The awarded vendor cannot participate in the subsequent RFP for the CRM solution to the County.