City of Rochester #RFP: Constituent Relationship Management (CRM) Tool

City of Rochester CRM Tool and Implementation Services Solicitation

The City of Rochester, through its Data Office in the Mayor’s Office, is seeking proposals for a comprehensive Constituent Relationship Management (CRM) tool and associated implementation services. - Government Buyer: - City of Rochester, Data Office, Mayor's Office - Products/Services Requested: - Constituent Relationship Management (CRM) software solution - Must unify constituent data across multiple city departments (Environmental Services, Finance, Neighborhood and Business Development, Recreation and Human Services, 311/Customer Service, Police, Fire) - Single, authoritative constituent profile consolidating service requests, permits, complaints, program participation, and communication preferences - Integration with existing systems (Infor Public Sector, Verint Case Management, Constant Contact, Microsoft Access-based tools) - Real-time or near real-time data synchronization - Centralized governance with departmental autonomy - Robust data validation and audit controls - Support for proactive, targeted, and equitable communication - Implementation services - Project planning, configuration, integration development, training, and support stabilization - Hosting and managed services for the CRM solution - OEMs and Vendors: - No specific OEMs or vendors are named; opportunity is open to all qualified CRM solution providers - Unique/Notable Requirements: - Emphasis on MWBE participation and workforce diversity - Integration with multiple legacy and modern systems - Support for multi-channel communications, case management, workflow automation, and analytics - Vendors must demonstrate proven track record in local government CRM implementations

Description

The City of Rochester is soliciting proposals from qualified vendors for the provision and implementation of a comprehensive Constituent Relationship Management (CRM) tool. The goal is to unify constituent data across multiple city departments to provide a single, authoritative profile that consolidates service requests, permits, complaints, and program participation. The CRM solution should enable proactive, targeted, and equitable communication, improve service delivery, and provide an accessible digital front door to City Hall. The project includes implementation services such as project planning, configuration, integration development, training, and support stabilization.

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