Pittsburgh Opengov #2026-RFI-089

City of Pittsburgh Seeks SaaS 311 CRM System with Advanced Integration and Analytics

The City of Pittsburgh is seeking information from vendors for a new or replacement 311 Customer Relationship Management (CRM) System to enhance resident interactions with city services. - Government Buyer: - City of Pittsburgh, Innovation & Performance department - Products/Services Requested: - 311 Customer Relationship Management (CRM) System (SaaS) - Must be cloud-based, scalable, and highly customizable - Support for over a dozen city departments and approximately 3,300 staff - Multi-channel constituent engagement: email, phone, social media, chat, SMS - Advanced deduplication and clustering of service requests - Robust reporting, analytics, and geospatial mapping - Integration with city and third-party systems (e.g., Cartegraph, Computronix, Microsoft365, social media platforms) - API connectivity and GIS integration - Accessibility compliance (ADA Section 508, WCAG) - Mobile and offline use support - Customizable branding and administrative controls - Various user licensing models - Implementation, configuration, and data migration services - Migration of at least 130GB of existing data - Integration with city systems - Comprehensive training and documentation for staff - Ongoing SaaS maintenance, upgrades, and US-based technical support - Unique/Notable Requirements: - Exclusively SaaS (cloud-based) solution - AI capabilities for analytics and ticket management - US-based support required - Visual demonstrations encouraged in vendor responses - Data migration and integration with multiple city and third-party systems - Accessibility and mobile/offline use are mandatory - No specific OEMs or vendors are named in the notice.

Description

The City of Pittsburgh is seeking scope and cost information for a solicitation of a 311 Customer Relationship Management System. The system must support over a dozen departments and 3,300 staff, facilitating smooth interactions between customers and City services. The City is interested in cost-effective options for a new solution or a full system replacement. Responses must be submitted electronically and organized into separate files for each section, with encouragement for visual demonstrations.

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