Posted Date : August 07,2019
Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : SW-26647
Government authority located in Rhode Island; USA based organization looking for expert vendor for constituent services software.
[A] Budget: Looking for Proposals
[B] Scope of Service:
Vendor needs to provide constituent services software.
• Ability to organize records by constituent, rather than by case.
• Ability to pre-populate records from existing databases.
• Ability to auto-search records as staff enter in caller information and auto-merge cases.
• Ability to attached written correspondence documents to constituent records. Staff members must be able to track all forms of constituent communication.
• Software must allow for both automatic, based upon certain conditional criteria, and manual routing of cases to staff.
• Ability to host both an operator screen and a manager’s screen. Managers screen must have ability to easily show overdue cases and staff workloads.
• Operator and manager back-end system is responsive and can be used on a variety of desktop and
mobile devices.
• Ability to search cases by submitting staff member, in addition to by constituent.
• Ability to search by how request was received (i.e. phone, event, mail, app, etc.).
• Ability to search for all open or closed cases.
• Ability to run department-specific reports (specifically, ease of generating reports).
• Ability to map ‘hotspots’ for specific complaints and include in reports; hotspots are generated either by spot or street vector.
• Ability to create geographic area-specific maps and reports (by community, ward, region).
• Initial training included (as well as yearly training, preferably).
• Readily available technical support included (over email and phone, preferably).
• Streamlined and user-friendly mobile, desktop, and phone app for front-end user.
• Streamlined, mobile friendly staff-side management interface to respond to, and close out, requests.
• Private comments tab that is not included in auto-generated print out.
• Ability to send automated emails to complainant when case is closed.
• Ability to translate public application content into other languages, specifically Spanish.
• Ability to customize input fields. Specifically, the city requires separate street number, unit and street name fields.
• Ability to migrate data from existing platform to the proposed solution
• Ability to easily export data in a variety of formats for other reporting and open data.
[C] Eligibility:
Onshore (USA Only)
[D] Work Performance:
Performance of the work will be Offsite. Vendor needs to carry work in their office location.
Budget :
Deadline to Submit Proposals: September 03,2019
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 5 US$
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Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID : SW-26647
Government authority located in Rhode Island; USA based organization looking for expert vendor for constituent services software.
[A] Budget: Looking for Proposals
[B] Scope of Service:
Vendor needs to provide constituent services software.
• Ability to organize records by constituent, rather than by case.
• Ability to pre-populate records from existing databases.
• Ability to auto-search records as staff enter in caller information and auto-merge cases.
• Ability to attached written correspondence documents to constituent records. Staff members must be able to track all forms of constituent communication.
• Software must allow for both automatic, based upon certain conditional criteria, and manual routing of cases to staff.
• Ability to host both an operator screen and a manager’s screen. Managers screen must have ability to easily show overdue cases and staff workloads.
• Operator and manager back-end system is responsive and can be used on a variety of desktop and
mobile devices.
• Ability to search cases by submitting staff member, in addition to by constituent.
• Ability to search by how request was received (i.e. phone, event, mail, app, etc.).
• Ability to search for all open or closed cases.
• Ability to run department-specific reports (specifically, ease of generating reports).
• Ability to map ‘hotspots’ for specific complaints and include in reports; hotspots are generated either by spot or street vector.
• Ability to create geographic area-specific maps and reports (by community, ward, region).
• Initial training included (as well as yearly training, preferably).
• Readily available technical support included (over email and phone, preferably).
• Streamlined and user-friendly mobile, desktop, and phone app for front-end user.
• Streamlined, mobile friendly staff-side management interface to respond to, and close out, requests.
• Private comments tab that is not included in auto-generated print out.
• Ability to send automated emails to complainant when case is closed.
• Ability to translate public application content into other languages, specifically Spanish.
• Ability to customize input fields. Specifically, the city requires separate street number, unit and street name fields.
• Ability to migrate data from existing platform to the proposed solution
• Ability to easily export data in a variety of formats for other reporting and open data.
[C] Eligibility:
Onshore (USA Only)
[D] Work Performance:
Performance of the work will be Offsite. Vendor needs to carry work in their office location.
Budget :
Deadline to Submit Proposals: September 03,2019
Cost to Download This RFP/RFQ/RFI/Solicitation/Tender/Bid Document : 5 US$