System Features and Functionality Required: Cloud-Based Deployment - The CRM must be a cloud-based Software-as-a-Service (SaaS) solution requiring no on-premise infrastructure. It must be fully accessible through modern web browsers without local software installation. Required Case Management - The system must include robust case management tools for tracking, assigning, updating, and escalating service requests. It should support full request lifecycle visibility for staff and citizens. Required Reporting and Analytics - The CRM must include customizable dashboards and advanced reporting features. These tools will support performance tracking, trend analysis, and service level monitoring. Required Mobile Accessibility - The CRM should be accessible via mobile devices for both citizens and City staff to manage and respond to requests on-the-go. Required Accessibility Compliance - The CRM’s public-facing and staff interfaces must comply with WCAG 2.1 Level AA standards to ensure accessibility for users with disabilities. All features must support keyboard-only navigation and be fully compatible with commonly used screen readers (e.g., NVDA, JAWS, VoiceOver). Mobile accessibility is also required to ensure full functionality across devices...
