(1) Vendor needs to provide customer relationship management (CRM) solution.– The system has tokenization and anonymization of data in place for any data stored at rest that has confidential or personally identifiable information.– Provide full details on maintenance of system, to ensure up to date capabilities and prevention of site security.– The system must provide residents with an intuitive seamless experience across multiple channels phone, in–person, email, digital forms, online services mobile interactions.– Provide detailed system documentation, data architecture information and technical configuration details necessary for the completion of a privacy impact assessment (PIA).– Data migration activities are expected to occur prior to the initial go–live date, unless otherwise agreed.– The CRM must support the consolidation of customer service operations across multiple departments into a single, unified case management system.– Compliance with Proposal Requirements and CRM System Requirements.– Ensuring data integrity, completeness, and usability following migration.– Provide a plan that is in place for integrity and security of the system.– Ability to comply with all relevant privacy and security regulations.– Application and reporting as identified in the CRM System Requirements.– Conducts external penetration testing on all public IP addresses that are part of the solution(2) All the questions must be submitted no later than February 26, 2026.       (3) The contract period will be for three years.