Request for Information for a Customer Service Request Management (CSRM) System

The City of Seattle is seeking information from vendors to inform the development of a unified city service platform. The platform should provide a single, multi-channel, centralized platform for customers to report non-emergency issues, request services, and access city information. The platform should be cloud-based, scalable, and integrated with major work management systems across the city. The City is looking for a system that can provide real-time dashboards and analytics for city leaders, as well as a seamless experience for customers to interact with city services. • The platform should be able to handle non-emergency issues, service requests, and provide access to city information. • The platform should be integrated with existing work management systems, such as Infor, Maximo, and WAMS. • The platform should provide real-time dashboards and analytics for city leaders. • The platform should be cloud-based, scalable, and secure. • The platform should provide a seamless experience for customers to interact with city services. • The platform should be able to handle customer feedback and sentiment analysis.