(1) Vendor needs to provide customer relations management system. – The Customer Relationship Management System (CRM) will primarily be used by agency to receive, record, respond to, and retain letters, phone calls, faxes, webmails, and other means of communication directed to the Office from the public. • The CRM project will deliver a platform that: – Supports the full communications lifecycle, Including intake, processing, drafting, approval, routing, and archiving across all communication channels—mail, email, phones, voicemail, web, and social. – Enables high–quality written content with advanced drafting tools, editorial workflows, tracked changes, content governance, and integrated ceremonial document creation. – Integrates Fully with Texas Department of Information Resources (DIR) telephony Providing screen pops, call logging, call recording, warm transfers, voicemail transcription, and follow–up routing. – Supports Efficient Workflow and Assignment Management Via the Assignment Desk (A–Desk) enabling routing for input, review, and information–only assignments with aging reports, escalations, and full audit logs. – Provides fast, enterprise–grade search allowing staff to find any record, attachment, or data point in seconds. – Strengthens reporting and analytics supporting Public Information Request (PIR) reporting, issue tracking, GIS mapping, and emerging–issue analysis. • Scope: – Communication and Multichannel Engagement – Content Creation, Editorial Workflow, and Approval – Processing, Logging, and Operational Workflow – Search, Retrieval, and Data Intelligence – Tracking, Reporting, and Analytics – Integration, Migration, and Interoperability – Governance, Security, Reliability, and Support (2) All the questions must be submitted no later than January 05, 2025. (3) The contract period will be for two years.