Citizen Request Management Software Platform

The City of California is seeking a cloud-based citizen request management software platform designed to improve engagement with residents and enhance the delivery of municipal services. The desired solution should offer a user-friendly, cloud-based CRM interface accessible to both staff and residents, featuring robust resident and account management tools with interaction history and contact tracking.

Key capabilities include a web-based citizen portal equipped with self-service tools that allow residents to submit and track service requests, submit photos, and utilize geo-tagging functionalities. The platform should support multi-channel communication, including email, SMS/text, phone, web, social media, and/or a dedicated smartphone app, to facilitate seamless interaction between citizens and the municipality.

Additional requirements encompass customer service features such as workflow routing, feedback tracking, and resolution monitoring. The software must provide real-time dashboards and configurable reports for tracking Key Performance Indicators, service levels, and compliance needs. Integration with city systems like GIS (ArcGIS), work order management (Asset Essentials), Microsoft Outlook/Teams, and optionally ERP systems, is also required. The selected vendor will be responsible for project planning, configuration, data migration, rigorous testing, and comprehensive go-live support, ensuring the platform meets security and regulatory compliance standards.