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cityofaustin / atd-data-tech

Austin Transportation Data & Technology Services
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Project: Procure Customer Relationship Management Software #15823

Open TracyLinder opened 7 months ago

TracyLinder commented 7 months ago

DTS will facilitate and manage procurement of a customer relationship management software for TPW's Right-of-Way Management division.

Background

TPW’s Right-of-Way Management Division (ROW) reviews and facilitate the coordination of all activities in the city’s Right-of-Way (ROW), about 25,000 requests/projects per year. Their customers and stakeholders range from external applicants, other city departments, and external partner agencies. With an estimated 30 emails per project, this group manages 800,000+ communications annually. At this volume, what may usually be considered a small inefficiency can quickly become a significant challenge for staff and applicants.

The permitting system used by ROW lacks standard communication management features, leaving ROW to use various other solutions to manage communications.

For these reasons we have decided to procure a CRM software specifically for our Right-of-Way Management division, sticking to an MVP that can provide relief for their communication management challenges as soon as possible.

Scope & Deliverables

DTS will work with TPW-Finance the city’s Central Purchasing Office to procure a CRM software solution. The scope of this engagement includes the following:

  1. Create a Statement of Work
  2. Engage TPW-Finance for consultation
  3. Identify the proper procurement method
  4. Evaluate CRM software in the marketplace
  5. Select a CRM software
  6. Work with Central Purchasing to engage contract negotiations with the software vendor
  7. Signed contract

Desired Outcomes

The outcome of this procurement is a signed contract that allows TPW to engage the vendor for implementation.

CRM Index Image

This Github issue represents a project of Transportation Public Work's Data & Technology Services team. Project status is documented regularly in the comments below.

TracyLinder commented 2 weeks ago

Update Aug 2024

This continues to be AD Lewis Leff's highest priority for ROW. We will be having the final SF demo today to determine if and how we will move forward with a procurement.