“As our city grows, it is a priority that we provide our citizens with the best technology available for public agencies,” says the request for proposal, which was issued Feb. 11 and signed by Chief Information Officer Hong Sae. “This system will increase civic engagement and create a gateway for citizens to access resources and services the city provides.”
The RFP says the city has three key goals for the project: to provide an “internal ticket system for all departments, improving internal processes,” to give residents “access to reliable and efficient services online,” and “to invest in technology that will grow along with our city.”
In the absence of a city CRM, the RFP says, “Some requests have not been fulfilled in a timely manner due to different tracking methods, repetition 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 residents’ requests “from beginning to end in one system and address requests by stakeholders that are not currently met 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 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.
Some key points:
- The CRM system will need to support about 1,900 employees and 147,773 customers. Implementation and maintenance of the solution(s) can be managed remotely, “but availability is required during the city’s core work hours.”
- The city prefers a turnkey solution but will consider revising requirements before resorting to custom software development to achieve a desired function. “If the proposer’s system performs the desired task in a way that is different than how it is described in this RFP, the proposer must explain how their system can accomplish the desired task.”
- The RFP spells out the requirements for proposers’ qualifications, experience and references. It also asks vendors to demonstrate an understanding of the project and, separately, a detailed discussion of their firm’s approach to the successful implementation of this project. “Include thorough discussions of methodologies you believe are essential to accomplishing this project. Include a proposed work schedule to accomplish all of the required tasks within the desired timeline. Identify the staff who would be assigned to each task, including sub-consultants and sub-contractors. List any necessary equipment, training or installation services required.”
Respondents are also asked to provide details of the following:
- The name of the solution, the names of the key modules and the purpose of each module.
- How the system will benefit the city in areas of efficiency and automation.
- How the system provides automated reporting analytics for export.
- How the vendor will assist the city in its transition/integration from the current application(s).
- How the vendor will offer ongoing support and maintenance and ensure city staff acceptance of new technology through effective, hands-on training and continuous support.
- What third-party business partners the vendor uses to support their solution.
- What security measures are in place to protect the solution, the data and the users.
- How the vendor will adapt to incorporate new technology.
Vendors should provide “a total cost proposal for all products and services to be delivered, and a breakdown of costs delineated by tasks as described in your project plan. Include a schedule of hourly rates for all proposed staff and the amount of time each person will be devoted to this project. Define any reimbursable expenses requested to be paid by the city.”
A selection committee will review proposals, and respondents with “the best and most complete proposals” may be invited to an interview. Questions about the solicitation are due by March 4, 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.
