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UPDATED RFP CityLink CSR Application Software Tender - 17755100

The WINSTON-SALEM, CITY OF - PURCHASING DEPT. has issued a Tender notice for the procurement of a *UPDATED* RFP CityLink CSR Application Software in the USA. This Tender notice was published on 28 Oct 2017 and is scheduled to close on 03 Nov 2017, with an estimated Tender value of Refer Document. Interested bidders can access detailed Tender information, eligibility criteria, and complete bidding documents by referencing TOT Ref No. 17755100, while the tender notice number is FB18103 and Registering on the platform.

Procurement Summary

Country: USA

Summary: *UPDATED* RFP CityLink CSR Application Software

Deadline: 03 Nov 2017

Posting Date: 28 Oct 2017

Other Information

Notice Type: Tender

TOT Ref.No.: 17755100

Document Ref. No.: FB18103

Competition: ICB

Financier: Self Financed

Purchaser Ownership: -

Tender Value: Refer Document

Purchaser's Detail

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Tender Details

Tender are invited for identify and recommend an on premise, hosted, or cloud based CRMsolution that allows the city`s centralized call center (CityLink) to open service tickets, make assignments, pass all necessary information on to department representatives, and track each service request throughcompletion. Once any necessary work is completed, a historical log needs to be archived for performance and reporting purposes and the citizen can be contacted and informed of the final outcome. The proposed solution must integrate with : Azteca Systems CityWorks version 15, Perconti CDPlus version 5.2.0.26, ESRI Geographic Information System for mapping and spatial functionality ArcGIS version 10.5Microsoft Active Directory (ADFS or LDAP) for City employee logins. Solution ObjectivesDocument, manage and track citizen requests and complaints through final ticket resolution.Open requests for work or services by CityLink customer service agents and create assignments forall city departments. Allow CityLink, field workers and citizen customers to monitor the status of requests and assignments opened.Open service requests via web interface, manual input or via a mobile app. Run adhoc and canned reporting capabilities for all departmental usersProvide historical reporting information.Provide graphical dashboard information and reporting features, Allow the ability to attach photos or other documents to service request tickets. Provide functionality to monitor the status or review tasks and track their completion against scheduled due dates and other service level objectives. Provide mobile access (smartphone or tablet) to city work staff to update SR tickets, create SR tickets, add comments or reassign work on SR tickets.
Notes : Proposer Questions and Inquiries relative to this RFP must be submitted in writing only by 12 : 00 Noon, Thursday, October 19, 2017, to Jerry Bates, City/County Purchasing Director, 101 North Main Street, Winston-Salem, NC 27101 or e-mail : [email protected] (Email is preferred), Fax : (336) 727-2443.

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