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The city of Roseville, the most populous in Placer County with approximately 150,000 residents, is seeking proposals from technology vendors to implement its first-ever customer relationship management (CRM) system.
“As our city grows, it is a priority that we provide our citizens with the best technology available to public bodies,” says the request for proposalwhich was published on February 11 and signed by the director of information Hong Sae. “This system will increase civic engagement and create a gateway for citizens to access the resources and services provided by the city.”
The RFP says the city has three key goals for the project: to provide an “internal ticketing system for all departments, to improve internal processes,” to give residents “access to reliable and efficient” and “invest in technology that grows with our city.
In the absence of a municipal CRM, the RFP states: “Some requests were not responded to in a timely manner due to different tracking methods, duplication of responses occurring on occasion, and the city has grown and our community’s expectations for services have increased.” The city wants the ability to track resident requests “from start to finish in one system and respond to party requests stakeholders who are currently unsatisfied with other city software”.
The city wants “fully hosted (web) solutions” that require minimal installation of local software. “The ideal software solution(s) will provide an overall user-friendly interface and champion a self-service model that allows city employees and customers to easily track and manage information and requests,” the RFP states. 35 pages.
A few key points:
- The CRM system will need to support approximately 1,900 employees and 147,773 customers. Implementation and maintenance of the solution(s) can be managed remotely, “but availability is required during prime city business hours.”
- The city prefers a turnkey solution, but will consider reviewing the requirements before resorting to custom software development to achieve a desired function. “If the Proposer’s system performs the desired task in a manner different from that described in this RFP, the Proposer must explain how their system can accomplish the desired task.”
- The Request for Proposals sets out the requirements relating to the qualifications, experience and references of Proponents. It also requires vendors to demonstrate an understanding of the project and, separately, a detailed discussion of their company’s approach to the successful implementation of this project. “Include in-depth discussions of methodologies that you believe are essential to completing this project. Include a proposed work schedule to complete all required tasks within the desired time frame. Identify the personnel that would be assigned to each task, including sub-consultants and sub-contractors. List any equipment, training, or installation service needed. »
Respondents are also asked to provide details on the following:
- The name of the solution, the names of key modules, and the purpose of each module.
- How the system will benefit the city in the areas of efficiency and automation.
- How the system provides automated report analytics for export.
- How the vendor will assist the city in its transition/integration from current applications.
- How the vendor will provide ongoing support and maintenance and ensure acceptance of new technologies by city staff through effective hands-on training and ongoing support.
- Which third-party business partners the vendor uses to support their solution.
- What security measures are in place to protect the solution, data and users.
- How the supplier will adapt to integrate the new technology.
Suppliers must provide “a total cost proposal for all products and services to be delivered, along with a breakdown of costs delineated by tasks, as described in your project plan. Include a schedule of hourly rates for all proposed personnel and the time each person will devote to this project. Define all reimbursable expenses requested from the city.
A selection committee will review the proposals, and respondents with “the best and most comprehensive proposals” may be invited for an interview. Questions about the tender are due by March 4 and proposals are due by March 17. Contract negotiations are scheduled for April 18; approval of the contract by the Roseville City Council is expected by May 4 and services are expected to begin by May 9.