Request for Information: 311 - Customer Relationship Management System

The City of Pittsburgh is seeking a 311 Customer Relationship Management (CRM) system to manage service requests from residents. The system should be able to collect and maintain constituent information, provide a user-friendly interface for residents to submit requests, and allow city staff to manage and track requests. The system should also have reporting and analytics capabilities to help the city identify trends and areas for improvement. Some of the key features required include: • The ability to collect and maintain constituent information, including name, address, phone number, email addresses, social media handles, geographic location, and all submitted service requests with their current status. • A user-friendly interface for residents to submit requests through multiple channels, including email, voice mail, social media, chat, and text messaging. • The ability for city staff to manage and track requests, including assigning tasks to agents, tracking progress, and providing updates to residents. • Reporting and analytics capabilities to help the city identify trends and areas for improvement, including the ability to generate reports on request status, customer satisfaction, and geographic hot spots. • The ability to integrate with other city systems, such as GIS mapping and social media platforms. The city is looking for a system that is scalable, flexible, and easy to use, with a user-friendly interface and robust reporting capabilities. • Deduplication and clustering capabilities to identify and manage duplicate requests. • Automated escalation measures for clusters based on volume or issue type. • The ability to provide a "read-only" admin user profile for users who need to view all tickets in all queues across the system. • The ability to export reports to various formats, including CSV, PDF, and Excel.