North Carolina eVP #677-IT27-03

Organization-wide Citizen Request Management System and implementation services

The Town of Wendell’s Information Technology Department seeks an organization-wide cloud-based Citizen Request Management System and related implementation and support. - Buyer: Town of Wendell, North Carolina — Information Technology Department. - Requested system: A hosted, organization-wide system to manage resident requests from intake through closure, with mobile access, staff workflows, routing, mapping, reporting, dashboards, and security. No required OEM, model, part number, or quantity is specified. - Implementation and support: Provide and configure the system, customize the portal and workflows, set up departments and user roles, integrate and test the solution, train users, support launch, and provide ongoing maintenance and support. - Departments named: Parks & Recreation, Police (non-emergency), Planning, Public Works, Administration, and Fire. - Existing and referenced systems/vendors: Revize Public Service Request is to be replaced; Accela and PublicStuff are referenced for current internal processes. ArcGIS and iMAPS support GIS and geographic information. Brightly, Tyler Cityworks, and Accela are examples of possible future work-order or asset-management integrations. These are existing systems or illustrative integration targets, not mandated products. - Notable requirements: Support integration and data exchange with current and future systems, and document the recommended architecture, dependencies, costs, and transition approach. Email and phone are also current resident request channels.

Description

The Town of Wendell is seeking proposals for an organization-wide Citizen Request Management System (CRM). The selected firm will provide, implement, configure, and support the system to manage the complete lifecycle of resident requests. The solution should support the Town’s existing request workflows and integrate practically with current tools and future operational systems, including potential work-order and asset-management platforms. Proposals are due December 3, 2026, at 3:00 PM.

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