- Provide an internal ticket system for all departments improving internal processes;
- Provide citizens access to reliable and efficient services online; and
- Invest in technology that will grow along with the city of 150,000.
The city, which has not yet had a CRM, wants “fully hosted (web) solutions” that require minimal installation of local software. “The ideal software solution(s) will provide an all-encompassing user-friendly interface and champion a self-service model to empower city employees and customers to easily track and manage information and requests,” the 35-page RFP says.
As of Thursday afternoon, 81 questions from vendors have been received and answered. Some are basic; others are far more detailed. Some examples of questions and answers:
- How many internal users must the CRM system accommodate? The city replied: “We currently have approximately 1,200 internal users citywide and the number of employees who may contribute or respond within the CRM solution has yet to be determined.”
- “Are you requesting that a scalable customer (city resident) facing web portal be provided and linked to your CRM for customers to access FAQs, submit requests/questions/concerns that will automatically become cases in your CRM?” The city replied: “Yes, we would like requests from various sources to become cases in the CRM solution.”
- “Are you open to a CRM solution on a secured cloud with customizations (such as Salesforce), or are you looking for a ready-made CRM solution?” The reply: “The city is open to learning more about both options.”
- “Scope of Services: Regarding Data Migration, please provide more information on the source system from where we need to extract the data to be migrated to new solution? Also, please suggest if you also require data transformation, deduplication and data cleansing as part of data migration or will it be taken care by your team?” The city replied: “Data will need to be migrated from multiple systems. The city has multiple systems that store data and it's not determined at this point if all systems will require data migration. Data scrubbing and transformation will be determined once we select a vendor.”
- “Section 4.0 Scope of Services refers to the ‘The ideal software solution(s) will provide an all-encompassing user friendly interface and champion a self-service model to empower city employees and customers to easily track and manage information and requests throughout the city.’ Please clarify what percentage of the interactions with the citizens would be via speaking with a city employee vs. citizens using self-service options.” The city replied: “Currently we are seeing 50-75 calls per day through the phone tree.”
A city committee including Chief Information Officer Hong Sae will review vendor proposals, and those with “the best and most complete proposals” may be invited to an interview. Questions about the solicitation are due by Friday, and proposals are due by March 17. Contract negotiations are scheduled for April 18; contract approval by the Roseville City Council is expected by May 4; and services should start by May 9.
