According to the RFP, Georgetown’s population has grown by 40 percent since 2008 to “an estimated population of 74,180 within the city limits, with an estimated population of 93,961 within the extra-territorial jurisdiction.”
The city has requested a 311 system to provide better customer service responses to citizens’ inquiries. The request lists four main objectives for the platform:
- Easy access for citizens to city information and services
- The ability for citizens and staff to report, track and resolve issues in a timely and effective manner
- The ability for employees to provide customers with consistent and accurate information, efficiently manage customer requests, respond quickly and efficiently to request for services and free up capacity for value-add work
- The ability for city leaders to improve access and transparency of information and services by having timely information to evaluate and drive resources
The solution must be ADA compliant, provide a multi-language capability, include interactions via text, live chat or chatbot, email, mobile app and mobile-friendly website, have the ability to track and record inquiries and allow for integration with an enterprise-level contact center system using an OpenAPI.
Proposed solutions must be in current use by at least three local governments and demonstrate successful implementations in local governments similar in size to Georgetown.
The vendor will be expected to provide end user training and technical support training during implementation.
More detailed information about RFP No. 202419, including all minimum requirements and requested services, can be found online. A non-mandatory virtual pre-proposal conference will be held on Microsoft Teams on Dec. 20 at 10 a.m. The deadline for question submissions is Jan. 10 at 5 p.m. The deadline for submission of proposals is Jan. 22 at 2:00 p.m. Nicole Abrego is the point of contact for this RFP.
