Seminole County, Florida CRM Design RFP

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.

Scope of Work

To qualify for this RFP, Enrichment Agencies must have at least five (5) years of experience in delivering 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 consultant must be proficient and knowledgeable in industry standards and best practices for the eventual design, implementation, and maintenance of a CRM system. The consultant shall:

  • Optionally, the selected consultant may be retained to provide guidance in the selection of a CRM solution, including providing technical and financial analysis of proposals as well as providing guidance with respect to contract negotiations.
  • Analyze and document existing requirements/workflows for resident and employee engagement for Information Technology and the top three departments that also have public engagement.
  • Using industry knowledge and best practices, collaborate with departments to develop a desired future state for engagement requirements/workflows.
  • Based on the documentation of existing and future-state workflows, develop/document a list of required, desired and optional CRM system requirements that can be used by the County to issue a Request for Proposal (RFP) to acquire a CRM solution.
  • Recommendations should include future state considerations for technology that may benefit County interactions with residents (e.g. chatbots, AI, dashboards, etc.).  If directed by the County, present service model recommendations to County management and the Board of County Commissioners.

View the full RFP here.

Submission Information

Lastly, the deadline to submit proposals is due at 2:00pm on Friday December 4, 2024.

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