Description
The Office of the Governor in Texas is seeking a Customer Relations Management (CRM) system to enhance constituent engagement and improve response quality. The CRM will be used by the Constituent Communications Division to receive, record, respond to, and retain communications from the public. The system must support multichannel engagement, data-driven constituent service, robust writing and editorial workflows, and integration with the Texas Department of Information Resources telephony system. The project objectives include delivering a platform that supports the full communications lifecycle, enables high-quality written content, and provides fast, enterprise-grade search capabilities. Key features of the CRM include intake, processing, and linking of communications across various channels, outbound communication features, and a data-informed engagement model. The project timeline includes a primary term of 26 months, with the option for two 12-month renewal periods.
• The CRM must support intake, processing, and linking of communications across multiple channels.
• The system must provide outbound communication features, including individualized email distribution and physical mail merge.
• The CRM must support a data-informed engagement model, enabling immediate and informed responses to constituents.
• The system must integrate with the Texas Department of Information Resources telephony system.
• The CRM must provide fast, enterprise-grade search capabilities, allowing staff to find any record, attachment, or data point in seconds.