Project Information

Bid Title

Customer Relationship Management (CRM) Design Consultant Services

Issuing Agency

Seminole County

Location

Florida

Published Date

Nov 25, 2024

Closing Date

Dec 18, 2024

Government Level

State & Local

Status

Closed

Ref. #

RFP-604905-24/MHH

Original Source

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Bid Documents

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Project Description

Project ID: RFP-604905-24/MHH

Title: Customer Relationship Management (CRM) Design Consultant Services

Addenda: 5

Release Date: 10/29/2024

Due Date: 12/18/2024

Post Information

Posted At:Tue, Oct 29, 2024 12:00 PMSealed Bid Process:Yes (Bids Sealed / Pricing Sealed)Private Bid:No

Overview

Summary

A consultant to develop a scope for a Customer Relationship Management (CRM) system. The purpose of this scope is to provide effective collection, tracking, and resolution of interactions with county residents and, optionally, employees. A CRM will enable or improve service delivery to residents, effective business workflows, inter-departmental collaboration, centralized request management, reduce redundant systems and processes, and optimized resource allocation.

Background

The Citizen Engagement Team connects residents to departments based on requests made by telephone and by the web (currently via PublicStuff from Accela). Once connected, Citizen Engagement is unable to track these requests to resolution. The County has many systems to provide services and resolve citizen requests but there is no effective integration of them. This causes inefficient and redundant processes across multiple platforms that may be integrated or consolidated. The future CRM needs to provide data for high level dashboard creation and reporting, giving County and Department Leadership a high-level view of requested metrics.

The awarded vendor cannot participate in the subsequent RFP for the CRM solution to the County.

Timeline

Release Project Date:

October 29, 2024

Question Submission Deadline:

November 25, 2024, 5:00pm

Proposal Submission Deadline:

December 18, 2024, 2:00pm

Commodity Codes

• NAICS 541511Custom Computer Programming Services
• NAICS 541512Computer Systems Design Services
• NAICS 541611Administrative Management and General Management Consulting Services
• NAICS 541618Other Management Consulting Services

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