NIGP 20832: Customer Relationship Management Software (Crm)

NIGP 20832 Customer Relationship Management Software (CRM), an Item code, encompasses cloud-based and on-premises systems that state and local governments deploy to consolidate customer, constituent, and vendor contact data; track interactions and service requests; manage relationships across multiple departments; and support targeted communications and reporting. Recent state and local solicitations reveal this code seeing active pursuit across multiple customer-facing and administrative applications—from citizen service platforms and education enrollment systems to healthcare provider networks and municipal court case management.

Counties, cities, school districts, and specialized authorities are the primary buyers under this code. Orange County (California), Broward County (Florida), Pinellas County (Florida), and Detroit are repeat solicitors; education buyers including Davis Technical College and Hillsborough County Schools are also active. Recent opportunities span multiple geographies with concentration in Florida, California, Texas, and Washington; activity is also present in Georgia, Colorado, Mississippi, and other states. Representative recent solicitations include Orange County (California) County Executive Office's RFP 017-3069106 (due July 28, 2026) for Digital Development Services across 13 service categories, with hourly rates across 36 labor categories and WCAG 2.1 Level AA accessibility compliance required; Davis Technical College's RFP Q26071326 (due August 11, 2026) for a Student Information System supporting open-entry course-based academic models with integration to financial aid, grading, and CRM functions; Louisville Metro Government's RFP 270008 (due August 14, 2026) for CRM software and implementation services; Pinellas County Business Technology Services' RFP 260588 (due July 14, 2026) for HubSpot CRM implementation to replace legacy Customer Access Tracking System; the City of Detroit's RFP 545405-1 (due July 8, 2026, rebid) for a leave management SaaS serving 10,118 employees with real-time API integration; and the City of Tucson's RFP 260218 (due July 13, 2026, via Axia Cooperative with estimated nationwide annual volume of $25 million) for enterprise AI-powered service automation across IT service desk and water customer service, structured through a cooperative purchasing vehicle. Set-asides and preferences observed include Detroit Equalization Credits, Orange County Local Small Business and DVBE preferences, and SBE/MBE participation goals in multiple districts.