(1) Vendor needs to provide cloud–based Customer Relationship Management (CRM) system.– Ability to generate a unique tracking number for each service request.– Ability to track SR status, history logs, assignment/resolution date/time– The solution must validate addresses, and align with the agency addressing standards – Ensure validation supports “community addresses“ such as parks, intersections, or agency assets.– Secure Mobile App, compatible with iOS and Android. Adherence to platform–specific guidelines (WCAG, iOS AppStore, Google Play Store)– Ability to display news, updates, and announcements.– Multi–Language capabilities– Ability to configure tasks and outcomes, based on business unit requirements– The solution must allow work shifts to be managed and activities assigned based on shift schedules.– Customizable workflow rules based on user–defined criteria.– The solution must allow standardized responses to be sent to citizens through various channels. Standardized responses should support multilingual messaging for inclusivity.– Ability to track and efficiently resolve Citizen complaints.– Ability to track Citizen compliments and complaints and share with the appropriate business units.– Provide the ability to update information in real–time (SR Status, Comments, Notes, Activities, etc.).– Provide spell check for all text fields within the application.– The solution must support letter generation, customization, batch printing, and resending.– Provide the ability to send and track all email communications sent by 311 Users, Business Units and Citizens.– The ability to automatically import SR data stored in Excel and CSV into the solution and create multiple SRs.(2) All the questions must be submitted no later than January 19, 2026.