UNSPSC 80142000: Customer relationship management services

Services related to the management of the process of adding and editing new potential customer data, and editing and maintaining existing customer data.

UNSPSC 80142000 Customer Relationship Management Services is a Class code encompassing cloud-based CRM platforms, ticketing systems, customer engagement and loyalty programs, and associated implementation and integration services that state and local governments use to consolidate customer interaction management, streamline administrative workflows, and improve service delivery across departments. Recent solicitations show state agencies, counties, cities, transit authorities, and higher-education institutions procuring integrated CRM and customer service platforms tailored to their operational domains—from utility billing and customer inquiry management to physician and passenger relationship tracking. The issuing bodies are diverse: counties (Broward, Pinellas, Okaloosa, Collier, Fairfax, Pasco), cities (Fort Worth, Tucson, Winter Park, Cocoa, Holly Hill, Augusta, Detroit, Louisville, Parker, Newnan), transit authorities (Jacksonville Transportation Authority, Greater Orlando Aviation Authority), school districts and higher-education institutions (Valencia College, Mt. San Antonio College, Hillsborough County Public Schools, Fairfax County, OSPI Washington), and specialized agencies (Orlando Utilities Commission, Great Lakes Water Authority, CareOregon). Repeat buyers include Broward County (procurement automation, AP automation, and IT management platforms), Okaloosa County (event management and venue scheduling), and the City of Detroit (leave management and legal services modernization).

Geographic activity is concentrated in Florida—Valencia College (RFI for IT Service Management and CSM platform, due August 26, 2025, later updated to reflect current status), Holly City utility billing (RFP 26-FIN-01 due January 29, 2026), Pinellas County HubSpot CRM (RFP due July 14, 2026), Collier County destination management (sole-source notice October 15, 2026), Greater Orlando Aviation Authority MCO Rewards Loyalty (ITN due June 9, 2026), Broward County multiple automations (RFIs through July 1, 2026), and Okaloosa County event management (RFP due June 19, 2026, and rebid RFPTDD7726 due September 25, 2026)—with meaningful recent activity in Georgia (State RFI for legal and contract software due October 28, 2026; City of Augusta utilities CIS due August 26, 2026; City of Newnan ERP RFQ due June 5, 2026), Texas (Fort Worth AI IVR due October 22, 2026; UT Health San Antonio physician relationship management due June 9, 2026; Tucson AI chatbot platform due July 13, 2026), Washington (OSPI statewide IEP platform due June 30, 2026), Colorado (Town of Parker event and building scheduling due May 19, 2026), California (Mt. San Antonio College live event ticketing due March 3, 2026), Michigan (Detroit leave management RFP due June 12, 2026 and rebid due July 8, 2026; Great Lakes Water Authority contact management RFI due July 14, 2026), Mississippi (University of Mississippi sole-source systems through August 17, 2026), and Oregon (CareOregon AI co-pilot prior authorization due May 28, 2026). Opportunity types span RFPs (competitive platform selections with detailed functional and technical gates), RFIs and RFQs (market research and pre-qualification phases), ITNs (invitation-to-negotiate for complex vendor partnerships), and sole-source notices (where continuity with proprietary systems or unique vendors is justified). The code sees steady pursuit activity with both large-scale multi-year enterprise implementations (Washington OSPI seven-year IEP platform, Hillsborough County assessment platform serving 225,000 students, Jacksonville Transportation Authority autonomous vehicle co-pilot, Okaloosa County multi-venue event management) and departmental or utility-focused replacements (Holly Hill utility billing, Augusta utilities CIS, Broward County AP automation, Pinellas County CATS legacy system replacement).