Specifications include, but are not limited to: he City of Irving is soliciting proposals from vendors specializing in the development of technical solutions for 311 services that include an internal customer relationship management system (CRM), citizen-facing digital tools (e.g. smart phone apps, online platform, etc.), and a knowledge base for both internal and external use. These tools will enhance Irving’s 311 capabilities by providing personnel located throughout the city in various departments with a robust case management system to manage service requests. These tools will also extend the availability of 311 services beyond normal business hours so that customers can quickly submit service requests, access and review reports, check status of submitted cases, and search for and identify information on their own through channels.