Customer Relationship Management System

The State of Vermont is seeking a vendor to provide a Customer Relationship Management System (CRMS) tailored for Vocational Rehabilitation services. The required solution must offer comprehensive case management capabilities, including eligibility determination, service and employment plan tracking, service authorizations and payments, as well as data collection to support federal reporting requirements and internal quality oversight.

The proposed system must support efficient business process flows, allowing real-time, secure access for state staff from any location. It should enable the storage of all client case artifacts, including large files, and maintain editable unique ID fields for RSA reporting purposes. Flexibility is essential, as the system should accommodate varying business rules based on client status and allow caseload organization and assignment tracking for counselors.

Additionally, the system must facilitate customizable collection of customer demographic data, with adaptable look-up lists to align state-selected values with federal reporting codes. Features to store client name history and preferred names are also required. The contract period for the selected vendor will span seven years.