Specifications include, but are not limited to: • Provide and implement a 311 Citizen Relationship Management (CRM) software solution that includes all customizations, interfaces, and data migrations as deemed necessary to establish a modern 311 CRM process for the City. • Provide for multi-channel engagement and communication with an emphasis on human-centered design and customer engagement. This should provide several options for customer engagement including an online portal, mobile app, SMS text message, phone, and email to suit the needs and preferences of city residents and businesses. • Provide an opportunity for customers to interact with the system without the need to create an account. It must be easy to connect to the CRM Application using any channel of their choice, with software expected to minimize barriers in connecting and communicating with the City. • Identify, map, and configure all Customer Service Requests and delivery processes on the new CRM system. • CRM Applications software is expected to use pictures, images, and icons along with text to create user-friendly and intuitive request intake environment, while supporting a bilingual interface and ADA accessibility. • Provide ability for customers to track their service request from submission to completion and view real-time updates from City departments regarding the progress of work. • Develop and communicate a unique brand identity for 311 services that are in-line with overall city branding. Launch an education and outreach campaign directed both at the City employees and customers to create awareness and training on a new CRM Application. • Provide improved reporting, monitoring, and analytic capabilities with visual indicators to City management, thus generating insight into common customer issues and City delivery and response times. • Provide CRM Applications user training for system users, department heads, and IT support staff. Provide additional technical and functional training to the City of Oroville IT team to manage future Applications support. • Provide visibility of customer request data and resolution to citizens by holistically sharing data/analytics on City website. • Develop a digital library-knowledge base and FAQ section to provide necessary information on city services related data/information, thereby decreasing the volume of calls/requests made to 311. • CRM portal should provide customers with an outlet to share realtime feedback/satisfaction ratings for City staff to be able to conduct ongoing improvements. • Geo-location mapping of reported items to increase the ease of use for the public and to assist City staff in their response.
