As part of the enterprise goal of better governance around customer and constituent service delivery, we are seeking a new tool on a modern and supported platform. The new system will accommodate the future growth and evolving needs of Minneapolis residents, businesses, and visitors. Vendor’s application shall perform the requirements as stated in the functional and technical capabilities, as well as the following tasks, and activities: Aggregate service requests, inquiries, and sentiments from multiple channels into a single system where departments can collaborate automatically and create and assign work, all while allowing residents to follow the progress of their requests in real time. Streamline workflows and automate repetitive tasks. Boost data management by centralizing and organizing data from various channels and interactions, including calls, emails, and apps. This will enable better tracking and analysis of service requests that will in turn facilitate data driven decision making and resource allocation. Enhance transparency and accountability by being able to track and report on key performance indicators (KPIs) related to service delivery, such as response times, resolution rates and customer satisfaction scores. This transparency will promote accountability and allow stakeholders to monitor effectiveness of 311 in serving all residents equitably. Accommodate future growth and evolving needs of Minneapolis residents and visitors. This will ensure that 311 services can adapt to changing demographics and emerging issues while maintaining a focus on equity and effective service delivery
