The Ohio Department of Transportation (ODOT) aims to streamline and improve our customer service operations through the implementation of ODOT’s first cohesive public contact center. An integrated solution that includes Customer Relationship Management (CRM), Call Management, and Knowledge Management (KM) will be key technical components of this effort. ODOT, one of the largest Ohio state agencies, is seeking proposals from qualified vendors who have proven experience with designing, building, integrating, and implementing a CRM, Call Management System (to include Quality Assurance and Workforce Management), and KM system. In addition, the Vendor will be responsible for producing and executing an Organizational Change Management (OCM) strategy to aid the agency in managing and adopting the changes associated with the new technology, business processes, and people (internal). ODOT may require the short-listed top scoring Vendors to attend an interview and demonstrate their solution(s) before the final recommendation of the contract award at ODOT Central Office, 1980 West Broad Street, Columbus, OH 43223. Evaluation criteria for the demonstrations will be provided separately to short-listed Vendors if a decision is made to conduct interviews. Interview questions will be based on the proposals and/or demonstrations.
