RFP - 311 - Citizen Request Management System

Background
The City of Minneapolis is issuing this Request for Proposals (RFP) to select a qualified vendor for a Citizens Request Management System (CRMS) to enhance the services provided by the 311 Service Center.

The 311 Service Center serves as the single access point for all non-emergency services in Minneapolis, facilitating communication between residents and city departments. The goal of this contract is to find an integrated software solution that improves data management, transparency, and accountability while accommodating future growth and evolving needs of the community.

Work Details
The selected vendor will provide a comprehensive Citizens Request Management System that includes:
1. Aggregation of service requests from multiple channels (phone, email, mobile app) into a single system for better collaboration among departments.
2. Streamlined workflows and automation of repetitive tasks to improve efficiency.
3. Enhanced data management capabilities that centralize and organize data from various interactions, enabling better tracking and analysis of service requests.
4. Tools for tracking key performance indicators (KPIs) such as response times and customer satisfaction scores to promote accountability.
5. A system that can adapt to changing demographics and emerging issues while ensuring equitable service delivery.

Period of Performance
The contract will have an initial term of three years with an option to extend for two additional years, starting in Q3 2025 and ending no later than Q3 2028.

Place of Performance
The services will be performed within the City of Minneapolis.