CRM RFP Briefing_8.14.26.pdf

New Customer Relationship Management

(CRM)/Outreach System

RFP Briefing

August 2026

Introductions

Brianna Taylor Data Systems Manager Office of Community Empowerment and Opportunity

Questions about this opportunity:

ceo.contracts@phila.gov

Office of Community Empowerment & Opportunity

The Office of Community Empowerment and Opportunity (CEO) is the City of Philadelphia’s Community Action Agency and anti-poverty organization.

CEO works in multiple priority areas including employment services, benefits access, housing security, income support, place based/community focused initiatives, advocacy and stakeholder engagement, and community health.

CEO collects residential data using outreach software. This allows us to conduct community engagement by knocking on doors and making phone calls using contact and demographic information.

mailto:ceo.contracts@phila.gov

RFP Background We are currently using a outreach/campaign software to record our client level data. Data within our system consists of data provided to us from other city departments and data captured by our staff members when speaking to Philadelphia residents.

We created internal workflows across our outreach teams to track community resources and State/Federal benefits provided.

We are issuing this RFP to enhance our workflows across outreach teams and support staff. A few ways we would like to achieve this goal is obtaining a new CRM/outreach system for our department. Some key functions we are looking for in a new system is integrating with external systems to share our data across platforms such as other CRMs, preferably Salesforce and A2P/P2P texting platforms, data collection and reporting.

Goals of RFP

The current platform we utilize is primarily for conducting outreach within the

Philadelphia community and collecting data for City partnership reporting structures. We are seeking a platform that can perform similar functions and provide us with additional features that could make the work we do better.

Within the new platform we need to continue performing these key functions; performing door canvassing, phone banking, creating and scheduling events, sending emails, data collection, sign up form/survey creations and reporting.

Scope of Work

Issue a New System

•Throughout this process we hope to find a CRM/outreach-based platform that meet our needs.

Development

•Work alongside applicant team to integrate and migrate our existing data into new CRM.

Training

•Create training schedules and guides for our administrative staff.

Implementation

•Provide a brief overview of the system to key users including summary of development.

General Requirements

The Applicant must demonstrate adequate experience in the following areas; the City of Philadelphia prefers a minimum of five years such experience:

• Software design, integration, testing and support.

• Help desk operations.

• Experience in managing transition to the proposed environment.

• Experience with the process proposed to implement the solution (either package or build), including demonstrated ability to control peripheral devices (i.e. mobile devices, scanners, etc.).

General Requirements

The Applicant must demonstrate adequate experience in the following areas; the City of Philadelphia prefers a minimum of five years such experience:

• Network infrastructure and procurement.

• Architecture and design services.

• Installation services.

• Network monitoring and management services.

• Network maintenance and upgrade services.

• Operations Support Systems (OSS) services.

Required Elements A geospatial function for door-to-door canvassing should include a mapping feature to segment the locations of the houses to canvass.

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.

Integrations with other outreach platforms/applications like P2P/A2P texting.

Technical software supports development issues.

Ticketing system and chat, call, and/or meeting availability for troubleshooting

Web-based user guides that are topically searchable with step-by-step instructions including screen shots and/or videos.

Data migration and importing feature during the development stage.

Special Consideration Elements

Client and Case Management

• Client and case management capabilities, including case tracking, follow-up tasks, case notes, reminders, and outcome tracking

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.

Secure Document Management

• Secure document management, including document upload and storage, categorization, version history

• Capacity to upload many different file types and sizes

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.

AI-powered features that support resident engagement, case management, data analysis, automated documentation, and decision support.

How to Apply

• Table of Content

• Vol 1 – Qualifications of Applicants

• Vol 2 – Technical Approach and Cost Proposal

• Implementation Plan

• Statement of Work

• Project Schedule

• Milestone Payment Schedule

• Requirements Compliance Certification (Appendix D)

• Training Requirements

• Provisions Required by Chapter 17-1400 of the Philadelphia Code

• Tax and Regulatory Status and Clearance Statement

• Local Business Entity or Local Impact Certification

• Additional IT Standards

Proposal must include all components of Section 2 and 3 of the RFP. For details of proposal requirements see the RFP document.

a) Electronically at City Of Philadelphia - Department of Finance (v2.7.3.1) using opportunity number: 21260730122703

b) Before Monday, September 14, 2026, by 5:00pm deadline

c) Signed by an authorized representative of the Application

d) Meet RFP system requirements (see Appendix D) and proposal requirement (see RFP section 5)

For your proposal to be considered, proposals must be submitted:

https://philawx.phila.gov/econtract/ https://philawx.phila.gov/econtract/ https://philawx.phila.gov/econtract/

Please note that the phone number listed is not a live helpline

Allow for two business days prior to any application deadline to receive a response to your request. The City will not extend a deadline even if it has not responded to your question or request.

All other questions regarding the RFP must be submitted to ceo.contracts@phila.gov

For technical assistance with the eContracts website:

Email eContractPhilly@phila.gov or call (215) 686 - 4914.

mailto:ceo.contract@phila.gov mailto:eContractPhilly@phila.gov

Timeline

Mon. 31, August 2026

5:00 P.M. EST

Mon. 14 Sept 2026, 5:00

PM EST

Sept 14, 2026

Proposals Due

Week of Sept 21, 2026 Mon 5 Oct 2026

Oct 5, 2026

Applicant Selection

Thurs 5 Nov 2026

Nov 5, Commencement of Work

Aug 31, 2026

Answers Posted on eContractPhilly

Notice of changes and due date for Applicant questions, or proposal due date will be posted as a notice/Addendum with the original RFP on eContract Philly and will become a part of the RFP.

Sept 21 – 25, 2026

Applicant Interviews

Questions?

IMPORTANT: Deadline for additional questions posted on eContracts is Monday, August 24, 2026, by 5:00 PM.

IMPORTANT: All answered questions will be posted on eContracts by Monday, August 31, 2026, at 5:00 PM. Email (ceo.contracts@phila.gov).

mailto:ceo.contracts@phila.gov