Service Request Management Software RFI

Agency:	City of Colorado Springs
State:	Colorado
Type of Government:	State & Local
NAICS Category:	511210 - Software Publishers 541511 - Custom Computer Programming Services 541512 - Computer Systems Design Services 541519 - Other Computer Related Services
Posted Date:	Mar 26, 2024
Due Date:	Apr 23, 2024
Bid Source:	Please Login to View Page
Contact information:	Please Login to View Page
Bid Documents:	Please Login to View Page

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THE CITY OF COLORADO SPRINGS

REQUEST FOR INFORMATION

Date Issued: March 26, 2024

R24-054MZ

SERVICE REQUEST MANAGEMENT SOFTWARE

THE CITY OF COLORADO SPRINGS

REQUEST FOR INFORMATION (RFI) – Service Request Management Software RFI

Date Issued: March 26, 2024

Project #: R24-054MZ

RFI MEETING: NONE SCHEDULED RESPONSES

DUE: April 23, 2024 2:00PM

Responses must be posted to Bidnet (www.bidnetdirect.com) by 2:00 PM April 23,

2024. Respondents must provide a response in accordance with the Statement of

Work. The Statement of Work lists all information requested. Respondents may submit

responses in their own format with no page or format limitations.

CONTACT:

MICHAEL ZELLER

SENIOR CONTRACTS SPECIALIST

PHONE #: (719) 385-5264

EMAIL ADDRESS: michael.zeller@coloradosprings.gov

QUESTIONS DUE: A p r i l 9 , 2024 1:00PM emailed to

michael.zeller@coloradosprings.gov

1. OBJECTIVE

The City of Colorado Springs is soliciting information from potential sources interested

in, and capable of providing a Service Request Management solution that would

integrate with, or be part of, a larger Customer Relationship Management (CRM)

system. The City currently does not utilize a comprehensive customer relationship

management solution but does utilize Accela CRM for citizen requests. The Colorado

Springs Communications Department has an objective to replace the current GoCOS!

application (Accela CRM) and improve the citizen engagement experience. GoCOS! is

a digital engagement tool that allows citizens to report issues and access various

resources. This request will support the Mayor of Colorado Springs’ vision to create a

culture of transparency, accessibility, and proactivity.

The City is looking for a Commercial-Off-The-Shelf (COTS) product(s) that are

modifiable or configurable to meet specific City requirements with a focus on

interoperability, reliability, usability, availability, and scalability.

The City is looking for a service request management solution to accommodate

multiple, disparate City departments, users, and systems that will utilize the tool.

While the City of Colorado Springs is currently focused on identifying a Service Request

Management platform – the City believes this platform is part of a broader, integrated

eco-system of applications which would include such systems as a Customer

Relationship Management (CRM) system, Email and SMS Text Marketing System, an

Omni-Channel Call Center Management solution, along with a robust capability to

integrate with other key municipal systems which provide the management for back-

end tasks and work orders which are often the means by which a citizen request is

fulfilled.

This Request for Information (RFI) will accomplish the following:

A. Describe the requirements that are desired to meet the City’s needs for a Service

Request Management system.

B. Solicit responses to questions and high-level scenarios in relation to a Customer

Relationship Management system.

C. Describe Request for Information submission requirements.

It is the City’s intent in issuing this Request for Information (RFI) to determine whether

there are a sufficient number of interested and qualified sources that provide these

services, and to obtain rough cost estimates for budgetary purposes.

2. REQUEST FOR INFORMATION DEFINITION

Responses to this RFI are considered non-binding and are only used to gather

information to be used for budgetary and specification preparation purposes. It will also

be used to determine the number of companies that exist in the industry for a possible

future competitive procurement.

Responses should include implementation, integration, and/or configuration services. If

the software can be installed and configured only by the Respondent, that must be

clearly stated in the response, including the reasons why that is the case.

The City also requests that each vendor provide responses to the questions and

scenarios listed in Exhibit B.

It is not the intent of the City to award a contract as a result of this RFI. However, in the

event that the responses indicate little or no interest, the City reserves the right to pursue

a competitive negotiation process or to consider an unsolicited proposal without issuing

a formal RFP if it is in the best interest of the City. However, if this RFI determines that

there are sufficient interested and qualified vendors/contractors and favorable cost

estimates, the City may issue a formal RFP (Request for Proposal) for these services.

If an RFP is issued, then all firms that responded to this RFI will be added to our source

list and will be formally invited to propose.

3. EXISTING SYSTEMS

The City currently uses several applications as part of its suite of customer relationship

management, but it is not centralized. The applications include:

• Accela CRM (service request management)

• Accela Citizen Access (service request management/case management)

• Cartegraph (asset management)

• Mailchimp (email marketing)

• Constant Contact (email marketing)

• Drupal (website)

• Citibot (chatbot)

• OpenCounter (permitting)

• Facebook, Twitter, Instagram, Nextdoor, YouTube (social media)

• ArcGIS/ESRI (geographic information system)

• Tyler (computer-aided dispatch)

4. HIGH LEVEL REQUIREMENTS

A Service Request Management System will need to have these features:

1. Cradle-to-grave case management for a customer request

2. User-friendly interface

3. Ability to interface with Accela, Cartegraph, Citibot, ESRI, MailChimp, and other

applications

4. Ability for customers and City staff to upload/attach photos, shapefile/GIS files,

and other documents to a ticket

5. Custom and canned reports to provide detailed reporting and analytics

6. Workflow automation

7. Payment Processing

8. Role-based access control

9. Automated email and/or text notifications

10. A centralized customer database

11. Ability to track time spent on the resolution of an issue

12. Searchable fields

13. Highly configurable

14. ADA compliant

15. Easy access from any mobile device

16. Support multiple languages

17. Data security

** For detailed requirements, please see Exhibit C.

5. RESPONSE SUBMISSION

Vendors are encouraged to consider carefully if their products and services are

consistent with what is being sought in this process. Responses should be prepared

simply and economically while still providing pertinent details of the vendor’s ability to

meet the requirements specified in the requirements document included as Exhibit C.

Responses should include the following basic information:

1. Company name, address, phone number and e-mail address of the contact

person.

2. Short biography of company, its history, key staff, and business characteristics.

3. High-level description of the products and services offered by the vendor and

why they are a good fit for the City’s requirements.

4. Technical understanding of the scope of work, approach, and innovativeness in

providing services.

5. Annual budgetary cost estimate for each of the services respondent can provide

(use Exhibit A, additional information may also be submitted).

6. Potential cost savings ideas. Considering the extensive and varied scope, are

there some ideas the City should consider in our analysis of this requirement

which may reduce the annual cost of these services?

7. References from at least three clients. Indicate if the company has been awarded

other contracts from a federal, state, or local government entity, and describe

any associated cooperative (i.e., piggyback language).

6. COST OF RESPONSES

The City of Colorado Springs is not liable for any cost incurred by vendors in preparing

their response. Respondents may be asked to clarify or expand upon information

provided.

Service Request Management Software RFI

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