Customer Relationship Management System

The City of Pittsburgh, through its Office of Management & Budget and Department of Innovation and Performance, is seeking a comprehensive Customer Relationship Management (CRM) system to upgrade its current service delivery capabilities across 90 neighborhoods serving approximately 300,000 residents. The procurement involves a cloud-based SaaS solution capable of managing 311 service requests, supporting 120 total user licenses with multi-channel communication capabilities, and integrating with existing city systems including ESRI GIS, Cartegraph, and Oracle Business Intelligence. Key deliverables include migrating approximately 130GB of existing data, providing four system environments (development, test, training, and production), and implementing advanced features such as geofencing, automated escalation, multilingual support, and sophisticated reporting tools. The evaluation process will weight proposals based on vendor qualifications (15%), project team (15%), project approach (30%), cost (30%), and minority/women/veteran-owned business participation (10%). Critical dates include a proposal release on May 31, 2023, a non-mandatory pre-proposal meeting on June 13, 2023, a question submission deadline of June 20, 2023, and a proposal submission deadline of July 14, 2023 at 5:00 pm, with an anticipated contract award in September 2023 and full implementation by November 2023.

The solicitation encourages participation from minority, women-owned, and veteran-owned businesses, with 10% of the evaluation criteria dedicated to demonstrating good faith efforts in these areas. Current infrastructure requirements mandate integration with existing city applications like Microsoft Outlook, payroll systems, meeting scheduling, work orders, asset management, code enforcement, and permitting systems. The system must meet rigorous security standards, including 99.99% uptime, encryption protocols, ISO/IEC 27001 certification, and CJIS Security Policy compliance. While a specific budget range is not explicitly stated, the comprehensive technical requirements suggest a significant investment in modernizing the city's customer service technology. The current system has limited usage, with only 10% of the city's 3,300 employees actively engaging with the existing CRM, indicating a substantial opportunity for process improvement and technological transformation. Vendors must provide a complete software package with no additional licensing costs and demonstrate expertise in CRM implementation and organizational change management.