The City of Boulder, Colorado is seeking a vendor to provide a cloud-based Customer Relationship Management (CRM) solution along with implementation services. The goal is to establish a modern, scalable, and comprehensive CRM platform that will serve as the foundational technical infrastructure for the city’s ongoing customer experience transformation initiatives. The desired Software as a Service (SaaS) solution should be capable of being implemented in phases and allow for integration with additional city systems over time.

Key requirements include basic functionalities such as service request ticketing, work order management, and robust reporting, with the capacity to handle tens of thousands of service requests annually across multiple departments and service categories. The platform must support online and mobile application submissions, facilitate requests made via the city's website and mobile app, and record after-hours calls for departmental follow-up. The solution should offer a mobile-friendly design accessible to both city staff and community members on a variety of devices, and provide comprehensive multilingual and language translation capabilities. Any components utilizing artificial intelligence, machine learning, or automated decision-making technologies must be implemented in a transparent, ethical manner that complies with all relevant state and federal regulations.