Appendix D Compliance Matrix.xlsx
XLSX spreadsheet 25 KB Posted
- Solicitation number
- 21260730122703
- Issued by
- Philadelphia County, Philadelphia City, Pennsylvania
About this file
This is a Compliance Matrix document that outlines the functional requirements and features required for an outreach and constituent relationship management platform. The procurement seeks a comprehensive system capable of supporting multiple outreach methods including door-to-door canvassing, phone banking, texting, and email communications. Key system components include development and engineering support with testing environments and ticketing systems; integrations with external platforms such as texting services, Zoom, Microsoft Teams, and third-party CRMs; a geospatial turf-cutting tool with mapping capabilities for canvassing operations; and a mobile application enabling offline data entry and contact management. The platform must support phone banking functionality with auto-dialing capabilities, contact management workflows, and user-friendly profile navigation. The document specifies requirements for CRM functions including client-level data tracking, customizable contact records, unique system identifiers, account management capabilities, and robust labeling and tagging systems.
The compliance matrix further establishes extensive reporting capabilities requiring custom date reporting spanning multiple years, demographic data exports, API usage tracking, performance metrics, and automated report scheduling. The system must include tiered user permissions with hierarchical access controls, team-based organization, data segregation by project, and customizable information visibility. Additional requirements encompass built-in form and survey functionality with conditional logic and multi-select responses; event management with Zoom/Teams integration and attendance tracking; secure document management with role-based access; in-platform email and texting capabilities with automation features; scheduled system backups; data migration services with training support; and AI-powered features for resident engagement and case management. The compliance matrix serves as an evaluation tool against which vendor proposals will be assessed across these feature categories.
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Sheet1
| Features | Key Functions | Fully Satisfy the Requirement | Partially Satisfy the Requirement | Does Not Satisfy the Requirement |
| Development/Engineering Support | Some version of a testing/training/sandbox environment that mirrors the real environment and can be used for trying new features or training new users without altering production environment and data | |||
| Ticketing system for our team to reach out for system support | ||||
| Technical/software support for development issues. | ||||
| Integrations | Integrations with other outreach platforms/applications like texting P2P/A2P | |||
| Integration/API functions to use external systems and share our data across platforms | ||||
| Integration with zoom and/or teams for virtual events, signup forms, and automated attendance tracking. | ||||
| Integrated appointment scheduling with Microsoft products (outlook/teams) and/or internal feature supporting automated reminders, user calendar management, and appointment history. | ||||
| Integration with other CRMs. | ||||
| Turf Cutting Tool | A geospatial function for door-to-door canvassing which should include a mapping feature to segment the locations of the houses to canvass | |||
| List and filter-based turf assignment as an alternative to point-and-click selection | ||||
| Polygon and click-and-drag interfaces that allow an intuitive on-map process for selecting canvass targets | ||||
| A feature where the segments can print map images and lists of household information within that segment (i.e. walk packet) and the ability to send this walk packet to the integrated application or PDF | ||||
| Integrated and downloadable mobile application | An integrated app for mobile devices that will allow for door-to-door canvassing and data entry without having access to the entire site, just the assigned list/segment or walk packet assigned. | |||
| Ability to change timeout options within the application | ||||
| Multiple ways to access the list/walk packet, not just a list number | ||||
| Navigation settings by searching name and address, but also a pre-defined sequence that allows a canvasser to simply hit “next door” in the app to proceed to the next the contact on turf or contact list (making this only an option for the designated turf list the canvasser receives) | ||||
| Previous button options, or look up option within the integrated app (the ability to toggle forward or backwards within a given list) | ||||
| App features that follow site permissions rules for accessing to data | ||||
| Ability to fill forms/surveys on behalf of the client (i.e. a script view where the outreach worker can complete survey responses on behalf of the client) | ||||
| Contact history setting to track data across the integrated app and the actual application or desktop site | ||||
| The ability to ensure there are syncing options between the application and larger platform | ||||
| Phone Banking | Ability to fill forms/surveys on behalf of the client (i.e. a script view where the outreach worker can complete survey responses on behalf of the client). | |||
| To allow for calling selected list of people and sharing the phone bank entrance with internal staff and external staff/volunteers | ||||
| Auto calls – not having to dial the numbers but the system dialing until someone answers and sends a message to the outreach worker to continue or step in to continue the conversation | ||||
| User friendly flow that feeds/populates the next profile/survey to call after completing the last client's profile. Not requiring clicking into individual contacts in a list | ||||
| Also providing a forward and back button to toggle through profiles when using the phone banking function | ||||
| Ability to attempt multiple numbers if the first is unreachable. | ||||
| Ability to archive/mark a number as unreachable without marking the whole contact as unreachable. | ||||
| Ability to see past attempts/conversation interactions for each contact while viewing profile in phone bank. | ||||
| Ability to see portion of notes for each contact while viewing profile in phone bank. | ||||
| CRM functions and features | Ability to customize what client information is viewable within the phone banking flow, including past attempts/conversations/contact history, past responses to survey questions, and notes portion. Also the ability to customize by excluding sensitive information about contacts. | |||
| CRM that allows us to track client level data. This will include multiple contact records, service/action steps and client characteristics such as contact, demographics, income, and housing information | ||||
| System wide unique ids for identifying profiles in the system and ensuring each contact and their information has their own individualized account, also with the ability to communicate to the user if there are duplicate accounts with similar contact information | ||||
| The option to merge, delete, create and edit accounts | ||||
| The option to create various labels, tags and identifiers aside from a unique id | ||||
| A robust client tracking workflow that positions user-client relationships as new (akin to a lead), in progress (akin to open) and completed(resolved/closed). | ||||
| Ability to create custom fields and columns on contact records and profiles | ||||
| Reporting | Multiple reporting features that allow for custom date reporting spanning across years | |||
| Ability to view and export lists of contacts with demographic data, addresses, phone numbers, open ended notes, projects, interactions, and other data attached to a profile, customizable to show any/all data in each report/export. | ||||
| Reports to be able to generate quickly, such as outreach method reports/canvassing results (phone call, text message, door knock, etc.) | ||||
| Outcome results indicators (such as call completed, left message tone/busy signal, etc.) with date, timestamp, and an applicable identifier (project name and phase) | ||||
| Track usage and data shared via API, with timestamp | ||||
| Performance measures such as contact rates and resident engagement levels door-to-door canvassing, mass messaging such as email, and forms/surveys | ||||
| Ability for any report/visualization generated to be able to pull data existing as far back as exists in the system. This time frame available for customizing between getting the full-time range, to specific dates, to quick time frames such as quarters, last week, last month, last year, 3 months ago, etc. | ||||
| Ability for any report/visualization generated to be able to auto update with new information for a time period or be scheduled to send for someone to access to view/download | ||||
| The ability to track up to three months of changes by user for all users . Tracking changes examples can include contacting account holders, updating accounts, creating events, etc. | ||||
| Internal dashboarding features for data at a glance that is customizable | ||||
| Creating a list function that allows for pulling individual client data lists based on specific filters, along with summary reports. | ||||
| User permissions | Tiered user permissions with a hierarchical structure – with the option to create both free and multiple user accounts allowing for admins to view/hide certain data for users within the system | |||
| Option to put user into teams within the hierarchal structure | ||||
| The ability to create profile or account owners and give ownership to other users in the system | ||||
| The option to hide and unhide certain information, such as hide notes, contact history, or profile contact information | ||||
| Option to segregate access to client database based on outreach project or filter grouping and assign users access to specific client groups | ||||
| Basic Form and survey functions | Built in form or survey feature in the platform to keep the data form responses within the system, without having to import from an external system | |||
| The option to export all form responses to .csv or .xlsx format | ||||
| The ability for form responses to populate on client profile data fields as well as view client level form submission | ||||
| Ability to create forms that are publicly accessible through web browser with formatting options including but not limited to adding logos, changing color pallet, bold/italic/font size text, mobile view responsiveness | ||||
| See when a survey question was answered or input including the timestamp, date and users | ||||
| The option to create form or change languages in forms | ||||
| Events | Integration with zoom or teams for virtual event | |||
| Attendance tracking features | ||||
| Create events, schedule events, and ability to label event types by campaign or teams | ||||
| Formatting options such as adding logos, color palettes, bold/italic/underline, etc. | ||||
| Ability to track and see attendee registration status as they sign up for events | ||||
| Event features which should include some form of a calendar view | ||||
| Public facing event signup forms which can include survey questions as well as client contact and demographic information | ||||
| Reporting features for events | ||||
| Event request options for external partners and organizations. | ||||
| Notes features | Multiple open ended notes tracking system with dates, times, and sources recorded and the ability to enter multiple notes for each client or profile | |||
| Ability to export all notes or export by a filter like date, campaign, or person who entered | ||||
| Emails | In system email functions, the ability to send targeted emails to a list of profile generated from the system | |||
| Ability open rates or other email metrics | ||||
| Automation feature which will allow users to send automatic emails and replies within a set schedule or immediately. | ||||
| Email automations based on set triggers | ||||
| Advanced Form and Survey Functions | Multi select responses to questions | |||
| High level skip logic features which will allow for branching and flows, including using “if”, “and” and “or” statements conditional on multiple questions and multiple-select responses from a single question. | ||||
| Additional Features | Scheduled system backups that allow for reporting on the basis of what the database looked like at the beginning of the previous quarter or year. | |||
| A robust client tracking workflow that positions user-client relationships as new (akin to a lead), in progress (akin to open) and completed (resolved/closed). | ||||
| Automation feature which will allow users to send automatic emails and replies within a set schedule or immediately. | ||||
| Data migration imports features, paired with training, and technical assistance that will help city staff move our historical data into the new system. This includes tools to appropriately map data field names, allowing in-platform historical reporting across periods both before and after system launch. | ||||
| AI-powered features that support resident engagement, case management, data analysis, automated documentation, and decision support. | ||||
| Web based user guides that are topically searchable with step-by-step instructions including screen shots and/or videos. | ||||
| Auto Calls | The system dials numbers and shares a pre-recorded message with the client | |||
| The system dials numbers until someone answers then notifies the outreach worker to step in to continue the conversation. | ||||
| Client and Case Management | Client and case management capabilities, including case tracking, follow-up tasks, case notes, reminders, and outcome tracking | |||
| Configurable internal and external referral management workflows, including referral status tracking, closed-loop referrals, and outcome reporting | ||||
| Advanced resident interaction timeline/contact history that captures outreach, appointments, referrals, communications, documents, and service history | ||||
| Single resident record that allows multiple system users to coordinate services while maintaining user specific workflows and permissions | ||||
| A robust client tracking workflow that positions user-client relationships as new (akin to a lead), in progress (akin to open) and completed (resolved/closed) | ||||
| Partnership Management | Centralized partnership management, including organization profiles, contacts, services, referral requirements, partnership history, and performance tracking. | |||
| Partner data exportable. | ||||
| Secure Document Management | Secure document management, including document upload and storage, categorization, version history | |||
| Document association with resident records and cases | ||||
| Capacity to upload many different file types and sizes | ||||
| Role-based user permissions that allow or restrict access to viewing and downloading documents | ||||
| Texting | In platform texting from a profile |
File details come from the government source that posted it. Updated .