Request for Information: Customer Relationship Manager

This Request for Information (RFI) from the County of Orange Information Technology (OCIT) hereby invites qualified Respondents to submit a proposal (including cost) to implement a comprehensive Customer Relationship Management (CRM) platform to enhance the efficiency of County operations, improve citizen engagement, streamline service request management, and foster better communication between government agencies and the community. The platform will serve multiple departments and provide an integrated solution to manage and track service requests, complaints, inquiries, and feedback from citizens. The County currently utilizes the Comcate CRM platform, more on the current platform in the Background section.

The purpose of this RFI is to allow qualified Respondents to present proposals and a presentation to assist OCIT in determining what CRM options are available in the marketplace and to understand current market trends. Upon completion of this RFI, OCIT may issue a formal solicitation or utilize other means to procure a CRM. OCIT may, at its sole discretion, choose not to move forward with a solicitation or procurement.

Please note:

• Insurance is not required at this time.
• Only questions sent via the OpenGov online bidding system will be addressed.
• OCIT desires a cost proposal in the form of:
  • Unlimited seats
  • Annual cost (paid annually)
  • 3 Years

IMPORTANT DATES

RFI RELEASED - April 4, 2025

QUESTION AND ANSWER DEADLINE - April 14, 2025 @ 12PM PCT

PROPOSALS DUE - April 25, 2025 @ 3:00PM PCT

VENDOR DEMONSTRATION - The County may elect to ask proposers for a demonstration. That request, if any, will be made after the RFI closing date and time.

Responses to RFI notices are not offers and cannot be accepted by the County to form a binding Contract,

The County currently uses Comcate as a web-based platform by which citizens and employees communicate with the Board of Supervisors and department personnel using a form that is accessible via the internet.

The current platform provides the following functionality:

• Manage, track and report on all citizen requests
• Assign and track tasks and projects initiated by citizens and employees
• Generate reports highlighting outstanding cases those granted access to the data
• Provide the ability to submit requests and information anonymously
• Generate Auto-Response E-mails
• Escalation and notification of cases
• Workflow automation (automated routing of requests)
• Track cases to resolution
• Receive/send notification of unresolved cases
• MS Office integration, Word and Outlook

The current platform licenses include:

• County has unlimited “seats” or accounts when using the solution.
• County has had the product configured for each of the County districts.
• Contractor provides off-site hosting of the platform and has daily backups and takes appropriate measures to protect and store County's data.
• Contractor has access rights to County's data and secures such data.
• The platform can be accessed by Microsoft Internet Explorer 8.0 and above. The Microsoft Word functionality is supported on Microsoft Word 2007 and above. The Outlook Module is supported on Microsoft 2007 and above.