Request for Information: 311 - Customer Relationship Management System

The City of Pittsburgh is requesting information on scope and cost for a 311 Customer Relationship Management System solicitation, with the RFI due June 18, 2026 (same date as posting).

This is a SaaS procurement requiring multi-channel citizen service request consolidation across phone, email, social media, chat, text messaging, and in-person submissions. The system must support constituent management with full service request lifecycle tracking, real-time analytics, image-recognition AI, and chatbot functionality. ADA Section 508 compliance and WCAG 2.1 Level AA accessibility are mandatory. The solution must integrate seamlessly with existing City systems including Cartegraph, Computronix, and ESRI GIS tools, and support 911 CAD integration and external social-media channels.

All technical requirements are designated Mission Critical: ISO/IEC 27001 certification, 99.99% uptime for systems handling confidential information, 24-hour breach notification, single sign-on and multi-factor authentication, secure development lifecycle with annual penetration testing, data encryption at rest and in transit, and continental U.S. data hosting. The vendor must guarantee full city data ownership in non-proprietary formats, provide an open REST API with comprehensive documentation and data dictionary, and assist with transition upon contract termination. Support staff and developers must be U.S.-based and available during standard business hours (8:00 a.m.–5:00 p.m. EST).

The implementation scope includes data migration of a minimum 130 gigabytes of existing open records, configuration and deployment across four environments (development, test, training, production), instructor-led training with knowledge transfer to internal trainers, and detailed technical and user documentation. The system must accommodate at least 230 named users (15 call center operators/supervisors, 200 full entry department users, 5 IT administrative users) with unlimited mobile worker licenses, and be scalable for future growth with zero-downtime maintenance. Vendors must disclose all AI systems used and restrict training-data use to exclude City data. A Highly Desirable criterion allows consideration of vendors operating outside the United States.