Specifications include, but are not limited to: The City of Roswell is soliciting proposals from qualified vendors, developers, and/or proprietors to provide the City with an Enterprise Resource Planning (ERP) software solution to assist the City’s Community Development Department in conducting its daily business practices. These practices consist primarily of application intake and process management for various permit types, as well as associated plan reviews. An integral component of the desired ERP software solution is the inclusion of a customer portal that allows a greater level of interactivity and self-service for the customer/end user. The City is seeking to enter into an agreement with a vendor to provide the following: User-friendly, responsive CRM system that can provide two-way multi-channel support for citizen interaction, including voice, text, email, web forms, social media, and walk-in. Comprehensive Reporting system to assess performance and citizen satisfaction, and dashboards for real-time monitoring of key metrics; High availability, 24x7 support, and maintenance, with defined and enforceable service level agreement (SLA), training resources for staff, and disaster recovery capabilities; All items identified under “Section 1: Required Functionality”; and Quality of company: Vendor has provided references to three existing customers that have been with the company for a minimum of five years
