Agenda Packet_2024-12-03 - Laserfiche WebLink

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CITY OF SANTA ANA Consultant shall perform services as set forth below. A.Mandatory Requirements All the following requirements are critical for the City to deliver its services and essential for the successful implementation and adoption of the new Citizen Relationship Management (CRM) system. Hence these requirements are deemed as mandatory and must be included in the Vendor’s proposed scope for this project: 1.Implement a 311 CRM SaaS software solution that includes all customizations, integrations and data migrations as deemed necessary to establish a modern 311 CRM process for the City. 2.Provide a multiple language interface that includes a FULL translation of all elements in both ENGLISH and SPANISH with the goal of adding a third language in the future (VIETNAMESE). 3.Provide several options for customer engagement, including: a.An online web portal featured on the City’s website; b.Turnkey, branded mobile apps for both iOS and Android where app updates and app publishing are managed solely by the vendor; and c. Both Push Notifications and SMS text messaging options to suit the needs and preferences of city residents and businesses. 4.Provide the City with the ability to update the icons/links on the front end of the mobile app in REAL TIME without having to push a new version to the app store. 5.Provide an opportunity for customers to interact with the system either anonymously or by using an account with a verified e-mail address. a.It must be easy for Citizens to connect to the CRM Application using any channel of their choice, with software expected to minimize barriers in connecting and communicating with the City. 6.The CRM Application software and mobile apps are expected to use pictures, images, and icons along with text to create a user-friendly and intuitive request intake environment, while supporting multiple languages and ADA accessibility. 7.The 311 system should be able to integrate with 3rd party systems, App-Order, for Graffiti issues and Trimble Cityworks for future expansion. The City desires the vendor to work with the Graffiti vendor to complete the system integration before go-live. 8.Provide ability for customers to track their service request from submission to completion. This includes the ability to obtain up-to-date status of requests, estimated days for EXHIBIT I SCOPE OF SERVICES City of Santa Ana RFP No. 24-099A Page 16 of 50City of Santa Ana RFP No. 24-099A Page 16 of 50 City Council 9 – 16 12/3/2024