Austin Afo #RFP 1100 TLG3015

Austin 3-1-1 SaaS CRM platform, implementation, and support

The City of Austin is seeking a cloud-hosted CRM platform and implementation services for Austin 3-1-1. - Government buyer: City of Austin, Austin 3-1-1; procurement office: Austin Financial Services - Central Procurement. - Requested solution: Configurable SaaS CRM to replace the current Motorola PremierOne CSR system and support the 24/7 customer engagement center. No replacement OEM, part number, or fixed product quantity is specified. - Implementation and services: Project management, requirements and design, configuration and development, integrations, testing, training, documentation, deployment, change management, and ongoing maintenance and support. - Optional data migration: Approximately 1,650,000 service requests from the previous three years and 220,000 attached files, plus certain older records under legal hold. The City may choose not to migrate data. - Key capabilities: Multichannel and multilingual intake; accessible resident-facing request tracking; automated workflows; integration with departmental systems; real-time analytics; GIS; AI-enabled engagement; and secure records and data governance. The platform must support approximately 750 staff users and up to 150 concurrent users. - Notable service and security requirements: 24/7/365 support, 99.9% availability, recovery point objective of prior-day backup, recovery time objective of 24 hours or less, and 90 days of post-go-live support for each function or module. Security requirements include single sign-on, multifactor authentication, role-based access, encryption, and City ownership and export of records; accessibility must align with WCAG. - Named vendors and technology references: Motorola (current PremierOne CSR), Genesys (IVR), Maximo, Amanda, Knack, Microsoft Entra ID, and AWS. These are existing-system, integration, or technical references—not a stated requirement to procure those products. - Term: 36-month initial term, with up to two additional 12-month extensions at the City's option.

Description

The City of Austin seeks a qualified contractor to provide a comprehensive cloud-hosted SaaS CRM system for Austin 3-1-1, replacing its current system. The scope includes implementation and professional services to build, support, and configure the solution, with options for migrating data from the legacy system. The solution is intended to support integrated city service requests, workflow automation, reporting and analytics, resident request tracking, and accessible multi-channel engagement. The initial contract term is 36 months, with up to two additional 12-month extensions at the City's option.

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