Specifications include, but are not limited to: The Information Technology Department in the City of Ventura (hereafter referred to as the City) seeks proposals from qualified vendors to implement a 311 Citizen Relationship Management Solution for City employees to better manage non-emergency citizen requests and improve engagement between the City and its residents. Our goal is to modernize and transform the customer service experience for the city residents and businesses by making City information and services easily accessible, responsive, and efficient in managing needs of its constituents. • Acquire and implement a 311 Citizen Relationship Management (CRM) SAAS software solution that includes all customizations, interfaces and data migrations as deemed necessary to establish a modern 311 CRM process for the City. • Provide for multi-channel engagement and communication with an emphasis on human-centered design and customer engagement. This should provide several options for customer engagement including an online portal, mobile app, SMS text message, phone, and email to suit the needs and preferences of city residents and businesses • Provide an opportunity for customers to interact with the system without the need to create an account. It must be easy to connect to the CRM Application using any channel of their choice, with software expected to minimizes barriers in connecting and communicating with the City. • Identify, map, and configure all Customer Service Request and delivery processes on the new CRM system. • Consolidate all customer service request intake processes from other City systems (like GOCanvas) or other request intake forms over to the new CRM system. • Re-engineer and streamline internal City processes for resolving customer issues, especially those that require cross-department interactions. • CRM Applications software is expected to use pictures, images, and icons along with text to create user-friendly and intuitive request intake environment, while supporting bilingual (English & Spanish) interface and ADA accessibility. • Provide ability for customers to track their service request from submission to completion. This includes the ability to obtain up-to-date status of requests, estimated days for completion, and view real-time updates from City departments regarding the progress of work. • Develop and communicate a unique brand identity for 311 services that are in-line with overall City branding. Launch an education and outreach campaign directed both at the City employees and customers to create awareness and training on new CRM Application.
