EV4486 311 CRM Software Project

Background
The City of Kansas City, Missouri, is seeking a contractor to provide a comprehensive Customer Relationship Management (CRM) software solution for its 311 service. The goal of this contract is to enhance the city's ability to manage citizen requests and improve service delivery through advanced technology.

The selected vendor will be responsible for delivering a system that integrates with existing city systems and meets the diverse needs of its users.

Work Details
The contractor will provide the following services and functionalities:
- Multi-channel request intake through mobile and web applications.
- Multi-lingual functionality to cater to diverse populations.
- Real-time reporting and analytics capabilities.
- Integration with existing systems such as Cartegraph, eP&L, Hansen, Routeware, and Esri GIS.
- Joint reporting capabilities allowing interested parties to receive updates on existing reports.
- Mobile app features including push notifications and automated notifications.
- Duplicate request management to streamline service requests.
- Staff mobile app functionalities for processing reports in the field.
- AI capabilities to assist users with reporting and departments with report processing.
- Service Level Agreement (SLA) setting capabilities.

Period of Performance
The initial term of the contract will begin upon execution and may be renewed for up to five additional one-year terms at the discretion of the City.

Place of Performance
The services will primarily be performed within the geographic boundaries of Kansas City, Missouri.

Bidder Requirements
Contractors must comply with all applicable laws and regulations, including maintaining good standing under Missouri law. Additionally, if the contract exceeds $300,000.00, contractors must have an affirmative action program in place.

Contractors are also required to submit proof of compliance with tax ordinances administered by the City prior to receiving payment.