Core Functionality The proposed CRM solution must: • Be a hosted/SaaS product with a defined support model for patches, updates, and upgrades. • Support email, phone, and in-person request tracking without duplicating work across systems. • Allow importing of existing constituent data and prevent duplicate records. • Maintain an audit log of all constituent interactions, including changes made by Commissioners or staff. • Enable search and tracking of constituent history by name, address, phone, email, date range, topic, case name, or geography. • Provide customizable, on-demand reporting tools to analyze and visualize data on constituent engagement trends, case resolution times, outreach performance by district, or issue or communication type frequency (email, call, in-person). • Include a native mobile application for managing constituent communications via tablets and phones. • Encrypt all data in transit and at rest following industry best practices. Communication & Engagement The system should: • Store basic constituent details (name, address, phone, email, district, etc.) with a notes field for internal use. • Automatically identify in-district contacts and support topic-based tagging for constituents. • Provide automated follow-up reminders and pre-approved automated responses for inquiries. • Support bulk email responses and workflows for robo-mail inquiries. • Facilitate mass communication and proactive outreach based on geographic and demographic data. • Enable secure outbound communication from .gov domains with end-to-end encryption. • Allow constituents to subscribe to newsletters and track communication history (last contact date, subjects, tags, etc.). • Provide a geographic user interface/map for targeted communication segmentation. • Include or integrate with a public-facing portal that allows constituents to submit inquiries and track the status of their submissions. • Support multilingual constituent communication, with a focus on Spanish language capabilities. Integration & Security The system must: • Be compatible with Exchange/Outlook and configured with assistance from Kent County’s Office of Information Technology. • Adhere to strict data security standards, ensuring all data is stored within the United States. • Support Freedom of Information Act (FOIA) compliance. • Integrate with the Michigan Qualified Voter File (QVF) or other compatible state and local data systems to automatically populate constituent records (name, address, district, etc.) without manual entry. • Offer enterprise or individual licensing, be transferable, and support up to 30 users with varying technical proficiency. • Restrict system access during election-related timeframes to comply with election integrity protocols. • Include role-based access controls to ensure appropriate and secure system access for Commissioners, Administrative Staff, and IT personnel, with clearly defined permission levels. • Support inter-Commissioner collaboration by allowing select case files or notes to be shared with colleagues or staff, while maintaining appropriate data privacy boundaries.
