(1) Vendor needs to provide citizen request management software platform. – A Citizen Request Management software platform to enhance citizen engagement, streamline internal workflows, improve service delivery across municipal departments, and provide reporting and tracking operations. • Core Platform Capabilities – Cloud–based CRM solution with user–friendly interface for staff and residents – Resident and account management with interaction history and contact tracking • Public Engagement and Communication – Web–based citizen portal with self–service tools for submitting and tracking requests including submitting photos and geo–tagging of requests – Multi–channel communication support (email, SMS/text, phone, web, social media, and/or smartphone app) • Customer Service Features – Citizen request and feedback tracking with workflow routing and resolution tracking • Reporting and Analytics – Real–time dashboards and configurable reports for tracking Key Performance Indicators (KPIs), service levels, and compliance with regulators or response to lawsuits • System Integration and Extensibility – Integration with City systems such as GIS (ArcGIS), work orders (Asset Essentials), Microsoft Outlook/Teams, and ERP (optional) • Security and Compliance • Implementation and Support – Project planning, configuration, data migration, testing, and go–live support (2) All questions must be submitted no later than November 6, 2025.