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HomeMy WebLinkAboutQuestions and Answers City of Renton—Citizen Request Management (CRM) RFP—Questions and Answers 1. Q:What department/division the Citizen Request Management System project operate out of (i.e.—Community Services, if so which division; etc.)? A:The Citizen Request Management project is an Executive Department project, sponsored by the Public Affairs Division's Communications group. 2. Q: Does the City have a preference between on premise and SaaS? A:While most solutions appear to be hosted (SaaS), the City is open to responses presenting either option. 3. Q:What version of EnerGov is currently in production and does the City regularly update EnerGov as new Long Term Releases are released from Tyler? A:The version of EnerGov currently in production at the City is 2016.3.0.244, and the City plans to update to EnerGov to 2018.1 before the end of the year. 4. Q:What is the City's schedule for implementing EnerGov Citizen Self Service (currently in testing phase)? A:The City will run a Citizen Self Service pilot sometime by Q2 of 2019 5. Q:The RFP states the requirement to integrate bi-directionally with CityWorks. We are assuming that this is primarily to push a service request from the CRM portal or smart device over to a request in CityWorks; CityWorks will then push an update to the CRM application. Is this correct? A:Yes,there is a requirement for the CRM to push a service request from the citizen using the CRM into the CityWorks platform. CityWorks has a set of web-based service request APIs for such an integration, but the details of push/pull functionality would have to be determined with a technical resource at CityWorks. 6. Q: How many employees will be using the CRM system? A:This depends on the functionality of the system. If we use the CRM solely for accepting external citizen requests,the number of employees will likely be 100 or less and most employees would work out of their native work order platform via an integration. If the system also supports the use case of internal only requests, potentially a few hundred employees would use the CRM system. 7. Q: How many of these employees will be read only users? A: Potentially none of them. 8. Q: How many employees will fulfill requests from citizens using the CRM system? A: Please see the answer to question 6 above. We envision most employees will use their native platform for fulfilling requests via an integration with the CRM system. 9. Q: How many employees will be adding/editing information in the system? A: Potentially all employees using the system will add to/edit requests; only several employees will add/edit administrative content(e.g. creation of areas, creation of workflows, etc.) 10. Q:What is the budget for this project? A:The current total budget is$25,000. Please note that cost is only one of the criteria on which we will evaluate responses (see section 5 of the RFP for more details). 11. Q: Does this budget include implementation costs? A:Yes. 12. Q: Has the City viewed any demonstrations of citizen request management software offerings? If so,which vendors provided demonstrations? A:Yes. Over the years, the City viewed demos from PublicStuff, SeeClickFix, and CitySourced. 13. Q:Will the City use a standardized form with weighted criteria (i.e. a points system)to evaluate proposals? If so,would the City please provide a copy of the form? A:The City will evaluate the vendors based on the criteria as documented in Section 5 of the RFP. We have not yet developed the form that we will use. 14. Q:Will the City's evaluation committee allow for remote interviews with selected proposers? A:Yes. 15. Q:Would the City please provide editable versions of forms 11 and 12 to make it easier for proposers to enter codes, comments, and pricing? A:Yes. We posted the RFP in editable form on our web site (https://rentonwa.gov/bids) 16. Q: May proposers with existing agreements with the City add their proposed services as a schedule to the existing agreement rather than using the Sample Contract provided in the RFP as Exhibit A(if selected as the winning proposer)? A:The City would have to review any existing agreement before making a final decision, but the preference is that we use our standard professional services contract, an example of which was provided in the RFP as Exhibit A. 17. Q: Is the City's GIS system already exposed for integration via API? A:Yes.