Vendor needs to provide customer relationship management system. – to modernize its customer service and relationship management capabilities through the implementation of a Customer Relationship Management (CRM) solution. – Identify current CRM platforms and their ability to support enterprise–wide customer relationship management and case tracking. – Understand system capabilities and limitations in areas such as data integration, user experience, reporting, analytics, forms, and automation. – Explore implementation and configuration approaches, in particular cloud–based options that are suitable for a municipal environment. – Task Automation, Routing and Omnichannel Support: tracking, prioritizing and resolving interactions via, email, phone, in–person, web forms, mobile apps, and social media, from initial client engagement completion. – Features such as automation of administrative tasks and route requests, and AI–powered support chatbots – Approval processes with built–in workflows and status tracking – A secure self–service portal to submit various requests, track their status, and find answers to common questions – Tools are provided to capture and analyze citizen feedback.