Copy of RFP N12079-1 CRM Requirements

The City of Richmond, Virginia Customer Relationship Management (CRM) Requirements When responding to the, "Solution Supports The Requirement" on each tab, use the above ratings.

Rating 4 3

2

1

Definition Standard. Is available in the current release. Software supports this requirement. No customization or modification is required. Is available with third-party application. The Offeror has established a relationship (for example, as an OEM) with a business partner to provide this functionality, which doesn't need any customizing or work around. Indicate the name of the application recommended and the number of installs completed. Functionality is provided by the Offeror, but it requires customization. The functionality can be accomplished with the Offeror's product, but needs customizing or a work around. Identify any areas where modification will affect the application upgrade path. Functionality is provided, but it requires customized integration with a third party. The Offeror has established a relationship with a business partner to provide this functionality, but it needs customizing or a work around. Identify any areas where modification will affect the application upgrade path.

0

Functionality is not provided. The software will not meet the requirement.

F

Future release: The requirement will be available in a future release (indicate anticipated time of update: month and year).

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The City of Richmond, Virginia Customer Relationship Management (CRM) Requirements

Request Entry and Status Tracking Req #

Solution Supports Requirement

Description of Requirement

ERP Offeror Reponse Comments (Indicate if any manual processes are required)

Initial Request Entry (Information Requests and Service Requests) 1.01

1.02

1.03

1.04 1.05 1.06

1.07

1.08

1.09 1.10

1.11 1.12 1.13 1.14 1.15

The system shall be capable of handling both information requests (which do not create a corresponding work order in a departmental system) and services requests (that do create a corresponding work order in a departmental system.) Unless specified otherwise, the term “service request” refers to both information requests and service requests throughout this requirements list. The system shall be capable of displaying a service request (case) submission form for the service request (case) submitter to enter the required data fields for the service request (case) type. The system shall be capable of accepting the upload and storage of documents and/or images as part of the service request (case) submission form. The application shall have the ability to attach documents to a citizen inquiry or request (e.g. pictures, scanned letters, emails, text documents, etc.) The system shall be capable of performing validation of the submitted data from within the form in order to ensure data quality prior to service request (case) submission. The system shall be capable of generating and displaying a service request (case) number upon successful submission of a service request (case). The system shall define fields of information as mandatory or optional, and shall be capable of displaying and capturing different mandatory and/or optional fields for each service request (case) type as necessary as part of the service request (case) submission form. The system shall be capable of capturing and displaying addresses either by direct entry into the service request (case) submission form, or by pointing and clicking on the GIS map display. The system shall interface with the City's Address Verification web service in order to validate and standardize addresses provided during the service request (case) submission process. The system shall provide the ability to verify and validate addresses not found within the City‟s Address Verification web service. The system shall create service request (cases) from inquiries on demand (i.e., an incoming call can be converted to a service request with corresponding work order(s) at any time.) The system shall develop, customize, and maintain multiple service request (case) templates for different inquiry types. The system shall develop, customize, and maintain inquiry categories for different service request (case) types. The system shall develop, customize and maintain multiple customer-profile templates for different customer types. The system shall record call activity data associated with a contact. The system shall provide or support features to expedite data entry by 311 agents/CSRs.

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The City of Richmond, Virginia Customer Relationship Management (CRM) Requirements

Request Entry and Status Tracking Req #

Solution Supports Requirement

Description of Requirement

1.16

The system shall automatically record date and time of service request (case) creation.

1.17

The system shall automatically record identity of the agent/CSR receiving/initiating the service request (case). The system shall automatically validate and populate city and state based on zip code.

1.18 1.19

The system shall provide automatic entry of customer data via field-based auto-population (i.e., an entry in a field invokes population of a template with appropriate information).

1.20 1.21

The system shall Support automatic entry of data via field-based auto-population. The system shall automatically assign a unique individual service request (case) number.

1.22

The system shall Display lists or menus containing multiple options for indicating category of inquiry. The system shall Include fields for entering customer name prefix (e.g., Mr., Mrs., Miss and Ms.) The system shall include fields for entering customer name suffix (e.g., III, Jr., Sr., MD or CFA.) The system shall include fields for request detail information that the end users define. The system shall Display lists or menus containing multiple options for indicating outcome of inquiry (e.g., C-Closed, O-Open, H-On Hold, Pending). The system shall provide relevant lists of information during the creation of an inquiry record, including lists of standard service request (case) submission forms and lists of most frequently used service request (case) types. The system shall provide a flag to indicate that an address is a valid address with the City‟s Address Verification Web Service when applicable. The system shall provide the ability to enter intersections, blocks, etc as service request locations. The system shall provide a flag to indicate that an email address is in valid email address format. Request Routing (Information and Service Requests)

1.23 1.24 1.25 1.26 1.27

1.28 1.29 1.30

ERP Offeror Reponse Comments (Indicate if any manual processes are required)

1.31

The system will provide the capability to route service requests either to an individual or to a workgroup queue depending on the requirements for the specific type of request.

1.32

The system shall provide the ability for service requests to be routed to an alternate destination, for example, when the primary servicer for the request type is on vacation. The system shall have the ability to provide load balancing for equitable distribution of assigned serviced requests to multiple individual work queues. The solution may support one or more advanced service request routing techniques (e.g., content-based routing, location-based routing.) Request Status Tracking and Follow-up (Information and Service Requests)

1.33 1.34

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The City of Richmond, Virginia Customer Relationship Management (CRM) Requirements

Request Entry and Status Tracking Req # 1.35

1.36

1.37 1.38

1.39

1.40

1.41 1.42

Solution Supports Requirement

Description of Requirement

ERP Offeror Reponse Comments (Indicate if any manual processes are required)

Information requests will essentially be tracked like service requests, as many of the service request types are actually requests for information. In cases where the CSR has access to the information in the knowledgebase or through an interface, the CSR could open a request, relate (read/email) the information, and close the request on the spot. In cases where outside help was needed, the request would be forwarded to the additional resources who will fill the request and then close the case. Either way, the system shall be capable of handling the tracking. The system shall be capable of displaying the latest status of a service request (case) to an external submitter from within the submitter's portal page (if he/she has completed the registration process). The system shall be capable of displaying the latest status of a service request (case) to an external submitter by entering the service request number. The system shall be capable of allowing the external submitter to close (withdraw) his/her service request (case) for certain service request (case) types as may be specified by the City. The system shall be capable of allowing the entry of comments by the original external service request (case) submitter at any time after the case has been opened until it has been closed. The system shall be capable of allowing the submission of documents and/or images as file uploads by the original external service request (case) submitter at any time after the case has been opened until it has been closed. The system shall allow city employees/case workers/CSRs to view information and comments entered by service requestors. The CRM application shall integrate with the City's designated departmental applications (e.g., CityWorks, CIS) in order to ensure that real-time (or near real-time) status of a citizen‟s service request is available to the citizen through a web-based application or through a 311 agent/CSR.

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The City of Richmond, The City of Richmond, Virginia Customer Relationship Management (CRM) Requirements

Capabilities Knowledgebase / Repository Req #

Solution Supports Requirement

Description of Requirement

ERP Offeror Reponse Comments (Indicate if any manual processes are required)

Knowledgebase (General) 2.01 2.02 2.03

The system shall include a knowledge base that can be used to research issues, find department and service information, and respond to requests. A knowledge base shall be provided by the application to 311 agents/CSRs containing questions asked by citizens and the associated correct answers. A knowledge base shall be provided by the application for general citizen use containing frequently asked questions and associated correct answer, as well as other information. Storage of Knowledgebase Items / Articles / Answers

2.04

The system shall be able to import Knowledge base Items from a user specified XML file.

2.05

The system shall be able to import Knowledge base Items by means of a web-based submission form. The system shall be capable of storing file attachments of any type as attachments to Knowledgebase Items. Management of Knowledgebase Items / Articles / Answers

2.06

2.07 2.08 2.09

2.10 N/A 2.11 2.12 2.13 2.14 2.15

The system shall be capable of displaying an outline view of the Knowledgebase data structure as a tree using the names of the Knowledgebase Items in the data structure. The system shall be able to handle a Knowledgebase of at least 100,000 items. Search and Retrieval of Knowledgebase Items / Articles / Answers The system shall be capable of providing multiple ways to search for Knowledgebase Items, including "drill-down" through a topic hierarchy, keyword and/or natural language search, alpha/index search of topics, etc. The system shall provide search engines that encompass the following basic capabilities: keyword search, part of a keyword, exact word search, Boolean search. The system shall provide a search engine that supports the following capabilities: presents relevant hits before entire search is complete “floats” the most relevant hits to the top in order of closest match allows the agent to launch another parallel search allows the agent to multitask and use the application to perform other work Language Translation Support The system shall be capable of providing support for translation of knowledgebase articles; either through an internal facility, or by interfacing with an open-source solution (e.g., Google Translate.)

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The City of Richmond, Virginia Customer Relationship Management (CRM) Requirements

Integrated Web-based Portal Req #

Solution Supports Requirement

Description of Requirement

ERP Offeror Reponse Comments (Indicate if any manual processes are required)

Internal User Sign-in and Access 3.01

3.02

3.03

3.04

The proposed CRM solution shall support single sign-on using LDAP, if the Offeror proposes that the application is hosted by the City. If it is not hosted by the City, a similar single sign-on capability that integrates with the City must be proposed. External User Registration and Account Profile The proposed CRM application shall provide robust tools for bilateral communication between the City and its citizens, which includes features such as the ability for citizens to register themselves with the CRM system so they may be kept informed of the status of their requests via email, through the web portal, and/or by message to their mobile device. The application shall group related citizens together in 'households' so as to more intelligently manage customer relationships. This grouping must support multiple „households‟ and should include such data as address, home phone, cell phone, etc. from each individual. The application shall display a history of past events/actions using various search filters such as by citizen, by date, by type of event/action, by location and by CRM user. This filter list is not all inclusive. Integrated (Single Virtual Application) Portal

3.05

The system shall have the ability to be launched via a single application (versus having to launch multiple applications.) Web-based Applications

3.06

All of the system's desktop client applications shall be "thin client" applications rather than "thick or fat client" applications, meaning that no or minimal client software will be required for their operation. The CRM application shall include a public-facing front end that all citizens can use to request City services. The proposed application shall provide an online web portal that allows citizens to submit service requests, check request status, gain information relative to City non-emergency services, etc.

3.07 3.08

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The City of Richmond, Virginia Customer Relationship Management (CRM) Requirements

Computer Telephony Integration (CTI) Req #

Solution Supports Requirement

Description of Requirement

ERP Offeror Reponse Comments (Indicate if any manual processes are required)

Interactive Voice Response 4.01

4.02

The system shall have the ability to work with the City's IP Contact Center system to enable IVR capabilities for incoming calls. Automated Call Distribution The system shall have the ability to work with the City's IP Contact Center system to enable ACD capabilities for incoming calls. Intelligent Screen Pops

4.03

The system shall have the ability to receive Caller ID information from the City's IP Contact Center System in order to provide "intelligent screen pops" of citizen profile information.

4.04

The application shall integrate with caller-id/telephony software to facilitate a 311 agent‟s ability to identify the requesting citizen. This is also known as Computer Telephony Integration (CTI). This feature shall be optional so as to provide for situations whereby a citizen does not want to be identified by phone number. Call Monitoring

4.05

The system shall have the ability to work with the City's IP Contact Center system to enable monitoring of CSRs, to include screen monitoring. Voice and Screen Transfer

4.06

The system shall have the ability for a citizen service representative to transfer a call in progress to another citizen service representative, including both the voice connection and the working screen (including any open profile and/or case, as well as any teleservice script currently being executed.) Data-directed Call Routing

4.07

The system shall have the ability to work with the City's IP Contact Center system to enable the routing of calls based on captured IVR data. Skills-based Call Routing

4.08

The system shall be capable of maintaining a database of skills possessed by individual call center employees / citizen service representatives, along with a level of proficiency in each of the skills. The system shall be capable of storing and executing business rules pertaining to the routing of calls to individual call center employees / citizen service representatives depending on the nature of the call and the skills of the availability of the representatives.

4.09

4.10

The database of skills must be maintainable through an administration function and not require IT support to configure or modify. Advanced Collaboration Capabilities

4.11

The system should have the ability to employ advanced collaboration technologies such as web chat and co-browsing.

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The City of Richmond, Virginia Customer Relationship Management (CRM) Requirements

Call Scripting Req #

Solution Supports Requirement

Description of Requirement

ERP Offeror Reponse Comments (Indicate if any manual processes are required)

Script Authoring 5.01

The system shall have a script authoring tool that can be used to create teleservice scripts.

5.02

The system shall have the ability to create scripts by importing part or all of an existing script and modifying it. The system shall have the ability to associate the completed script with one or more service request types as defined by the City. The system shall have the ability for one or more scripts to be associated with a service request type as defined by the City (e.g., beginner and expert-level scripts). The system shall have the ability to create scripts incorporating standard form elements and controls (e.g., labels, single and multi-line text fields, combo boxes, hyperlinks, check boxes, radio buttons, images, etc.) The application shall provide a scripting capability to guide users through citizen interactions in order to provide consistent and accurate information – regardless of which agency actually provides the service or whether the service is provided via another system.

5.03 5.04 5.05

5.06

Executing Scripts 5.07 5.08

5.09

5.10 5.11

The system shall have the ability for the citizen service representative to back up and change responses from within the script as it is executing. The system shall shave the ability to suspend a script already being executed, and to reopen it at a later time to the place where it was suspended, retaining all information previously entered. The application shall provide automated call flow and scripting capabilities. Automated scripting shall allow all 311 agents/CSRs to handle any type of citizen request except those restricted service request types requiring special skills and/or certifications. Support for Complex Scripts (Loop and Branch) The system shall provide support for the creation of scripts incorporating multiple iterations and instances of complex functions including looping and branching. The system shall have the ability to support both looping and branching within the same script. Integration with Workflow Engine

5.12

The application workflow shall automatically present the appropriate questions and information as needed to insure 311 agents/CSRs follow the correct sequence of steps or ask the right questions. Support for Surveys

5.13

The system shall have the ability to support both incoming/incall and outgoing/outcall surveys. The system shall support surveys including multiple question types (e.g., true/false, numeric, selection from discrete values, freeform text, etc.

5.14

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The City of Richmond, Virginia Customer Relationship Management (CRM) Requirements

Call Scripting Req # 5.15

Solution Supports Requirement

Description of Requirement

ERP Offeror Reponse Comments (Indicate if any manual processes are required)

The system shall have the ability to support conditional branching within the survey (e.g., if the answer to question 4 is yes, then skip to question 8, otherwise go to question 5).

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The City of Richmond, Virginia Customer Relationship Management (CRM) Requirements

Case Management and Workflow Req # 6.01 6.02

6.03

6.04

6.05 6.06 6.07 6.08

6.09

6.10

6.11 6.12

6.13 6.14

6.15

Solution Supports Requirement

Description of Requirement

ERP Offeror Reponse Comments (Indicate if any manual processes are required)

Case Initiation The application shall automatically assign a unique identifier to each citizen request, while providing the ability to tie it back to the requestor and the “household.” A single citizen service request may generate multiple work orders across multiple departments. The CRM application shall track each work order (not always created at the same time) in order to keep the citizen informed of the progress of their case. A single issue may result in multiple cases being opened (e.g., a pothole reported by multiple Citizens. The system shall provide a mechanism to tie together multiple service requests while continuing to provide status information to all of the individual requestors. The system shall provide the capability to “flag” service requests related to specific events (e.g., a hurricane, earthquake or flood event). Attachments and File Types Supported The system shall provide the capability to upload, download and save file attachments in commonly used formats for office automation files, graphics, etc. The system may provide the ability to compress saved attachments. Case Management The system shall have the ability for a citizen service representative to search for and retrieve a case by the case's identification number. After a citizen communicates a request for government services, the fulfillment of that service, and the component tasks that must be completed to complete the request, shall be tracked by the CRM tool. The application shall capture, track, and manage citizen correspondence, inquiries, or service requests regardless of their origin (i.e. phone, fax, email, letter, web portal, face to face, etc.) Websites and other applications shall be accessible from within the CRM application and open up within the CRM application. Case Reassignment and Escalation The system shall be capable of reassigning a case in accordance with business rules defined by the City. The system shall be capable of escalating a case in accordance with business rules defined by the City. Case Resolution The application shall provide the ability to configure or define service level target turnaround times based on department and request type. The proposed application shall not close a service request/case until all associated work orders are completed or a reason is given why the request is being closed without all the tasks being completed. Workflow Engine The system shall support basic workflows for handling various types of requests.

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The City of Richmond, Virginia Customer Relationship Management (CRM) Requirements

Case Management and Workflow Req # 6.16

6.17 6.18 6.19 6.20 6.21 6.22 6.23

6.24

6.25 6.26

6.27 6.28 6.29 6.30 6.31 6.32 6.33 6.34

Solution Supports Requirement

Description of Requirement

ERP Offeror Reponse Comments (Indicate if any manual processes are required)

The application shall provide for flexible workflow processes, rules, automated alerts, and flexible email notifications. These shall be configurable by a business analyst and not require technical staff. As required, the workflow shall route transactions and actions to the correct departmental application. Notifications and Alerts (E-mail, "Push" SMS, Prompt for CSR Call) Types of Notifications Supported The system shall be capable of supporting e-mail notifications in both plain text and HTML formats. The system shall be capable of utilizing the Microsoft Exchange e-mail gateway. The system shall be capable of generating "push" SMS (text message) notifications to mobile devices. The system shall be capable of prompting a responsible service representative to call the (external citizen) submitter as a notification method. The system shall be capable of placing an outbound telephone call via the City's IP Contact Center solution with a pre-recorded message containing information on a service request status change or update. The system shall be capable of generating printable correspondence (letters) in Microsoft Word format that can be mailed to service request (case) submitters via mail. The system shall be capable of generating printable correspondence (letters) that can be faxed to service request (case) submitters. The proposed CRM application shall provide correspondence handling. The application shall handle citizen requests from multiple communication channels, including US mail, fax and e-mail. Notification Triggers / Event Types Supported The system shall be capable of issuing a notification when a new service request (case) is opened. The system shall be capable of issuing a notification when an administrator-selectable period of time has elapsed since the service request case) was opened. The system shall be capable of issuing a notification when an administrator-selectable period of time has elapsed since the service request case) changed status. The system shall be capable of issuing a notification when the status of a service request (case) is changed. The system shall be capable of issuing a notification when comments and/or notes have been entered. The system shall be capable of issuing a notification when a service request (case) is reassigned. The system shall be capable of issuing a notification when a service request (case) is closed. Reminder functions shall be used to remind 311 agents/CSRs of a service request that is aging past a certain time period as specified by the City for follow up.

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The City of Richmond, Virginia Customer Relationship Management (CRM) Requirements

Case Management and Workflow Req # 6.35 6.36

6.37

6.38

6.39

6.40

6.41

6.42

6.43

6.44

Solution Supports Requirement

Description of Requirement

ERP Offeror Reponse Comments (Indicate if any manual processes are required)

Customization of Notification Types by Service Request Type, User Preference The system shall be capable of supporting different notification "profiles" based on the service request (case) type. The system shall be capable of supporting different notification "profiles" for notification to the (external citizen) submitter based on the preference of the individual submitting the service request (case). The system shall be capable of storing a default notification "profile" for the external citizen user including preferred means of contact/notification, as well as frequency of notifications for service requests (cases) -- e.g., notify me upon status change, notify me only when completed/closed. The system shall be capable of utilizing a specific notification "profile" for the external citizen user for an individual service request (case) that overrides the default profile -- e.g., notify me upon status change, notify me only when completed/closed. Automatic multi-level alerts/emails shall be initiated by the application to specific individuals when a citizen‟s inquiry or service request is approaches or exceeds the target service level turnaround time. Notification Templates The system shall be capable of accepting and storing notification templates compatible with Microsoft Word, to be used for generating printable notifications to be mailed to service request (case) submitters. The system shall be capable of accepting and storing notification templates compatible with Microsoft Outlook, to be used for generating e-mail notifications to service request (case) submitters and internal users. The system shall be capable of accepting and storing notification templates compatible with standard SMS gateways, to be used for generating SMS (text message) notifications to service request (case) submitters and internal users. General The solution shall provide integrated application modules sufficient to support the vision, technology objectives, business objectives and contextual architecture for the CRM solution, while providing the functionality as specified in the system scope and these detailed requirements. The Solution shall be flexible enough to include relevant information for all interfaced sources to support a total view of Citizen Information and service request activity. To this end, the City expects the Solution to utilize a centralized relational database and utilize common features (security, system utilities, menu design, key mapping, tables, etc.), where practical.

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The City of Richmond, Virginia Customer Relationship Management (CRM) Requirements

Technology Architecture Standards and Requirements Req #

Solution Supports Requirement

Description of Requirement

ERP Offeror Reponse Comments (Indicate if any manual processes are required)

Client Hardware 7.01

7.02

7.03 7.04

7.05

7.06

7.07

The internal client application must be compatible with the City's desktop computing standard (Dell / Microsoft Windows). Application Software The system's client application software must be capable of running on the Microsoft Windows platform, including currently supported (e.g., Windows XP, Vista, 7) and future versions of that platform. The system's web-based client application software shall provide interface support for Microsoft Internet Explorer, Firefox, Google Chrome and Apple Safari browsers. The system shall provide the ability to use any native application or plug-in such as Adobe Acrobat, Flash, QuickTime, and Microsoft Office to create and view attachments. The proposed CRM application shall have some degree of capability for each department to configure the application to meet its unique and varied needs without the use of a technical resource (i.e., a developer). The proposed CRM application shall be web-based, and should use the latest client-side technologies (e.g., AJAX) to enhance the user experience. Communications The proposed CRM application shall be accessible from any location provided the 311 agent/CSR‟s terminal is located on the City‟s intranet.

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The City of Richmond, Virginia Customer Relationship Management (CRM) Requirements

Geographic Information Systems (GIS) Req #

Solution Supports Requirement

Description of Requirement

ERP Offeror Reponse Comments (Indicate if any manual processes are required)

Browser Compatibility 8.01

The system shall be capable of rendering and displaying properly on World Wide Web Consortium (W3C) compliant and/or most popular web browsers including Microsoft Internet Explorer, Firefox, Google Chrome and Apple Safari. Map Features

8.02

The application shall display physical locations (such as customer address or service request location) using a GIS solution compatible with the City's GIS data layers. Data Layers / Views

8.03

The system shall be capable of displaying multiple GIS data layers which are userselectable (on/off). The system shall be capable of utilizing and displaying geographic data layers provided by the City's ESRI ArcGIS X platform (data format = SDE feature class). Location (Pinpoint) Identification The system shall be capable of identifying the location of a service request on a map by use of a visual "pin" or other appropriate indicator, once the address is entered. The system shall be capable of deriving the address of a service request (within a small margin of error) based on the location of a "pin" or other indicator placed on the map by a user.

8.04

8.05 8.06

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The City of Richmond, Virginia Customer Relationship Management (CRM) Requirements

Access Control and Data Security Req # 9.01 9.02 9.03

9.04 9.05 9.06 9.07

9.08

9.09

9.10

9.11

Solution Supports Requirement

Description of Requirement

ERP Offeror Reponse Comments (Indicate if any manual processes are required)

Internal User Access Control The application shall provide role-based security controls access to specific functions for internal users. The application shall provide role-based security controls access to specific data for internal users. The application shall provide record ownership-based security controls access to specific functions for internal users (e.g., for case workers who may "own" specific cases and should be the only ones authorized to perform certain functions.) External User Access Control The application shall provide role-based security controls access to specific functions for external users. The application shall provide role-based security controls access to specific data for external users. The system shall allow an external user to see only the information relating to him or her. The system shall allow anonymous submission of certain service request types as determined by the City; this ability should be configurable by the business user so that service requests can be added or removed from the list of those that are capable of being submitted anonymously. Passwords The CRM system shall provide complex passwords – accounts should require complex passwords, which are generally 8 or more characters with three of the four character types (upper case letters, lower case letters, numbers and symbols). Password change policy and history – the CoR (City) Password Administrative Regulation (AR 2.8) requires that passwords be changed every forty days and that password history maintains the past 24 passwords. Audit Trail The system shall provide administrative auditing and reporting – the capability to manage users, groups and access permissions along with being able to monitor and report on user and file activity. The system shall provide the ability to retain all data in accordance with the City‟s record retention policy and eDiscovery requirements.

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The City of Richmond, Virginia Customer Relationship Management (CRM) Requirements

User Interface Standards and Requirements Req # 10.01 10.02

10.03 10.04 10.05

Solution Supports Requirement

Description of Requirement

General UI Considerations The application layout, design, and navigation shall be easy to use, consistent, and intuitive. Screen layouts shall be capable of being tailored or personalized to individual needs (such as modifying home page contents to add daily calendars, activities, “to do” tasks, outstanding service requests, etc.) The application shall support a user interface that allows for the ability to easily search for and retrieve information. The application shall provide “senior-friendly” displays, or provide the option of switching to a senior-friendly layout. The application shall provide “kiosk friendly” displays, or provide the option of switching to a kiosk-friendly layout suitable for use on self-contained, touch-screen computer kiosks.

10.06

User interface considerations apply to both desktop and mobile displays. City of Richmond Branding and Identity

10.07

The application's color scheme shall be modifiable to match the City of Richmond identity standards (color scheme). The application's color scheme shall be modifiable to match the City of Richmond identity standards (fonts and sizes). The application's color scheme shall be modifiable to match the City of Richmond identity standards (style sheets and wrappers).

10.08 10.09

ERP Offeror Reponse Comments (Indicate if any manual processes are required)

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The City of Richmond, Virginia Customer Relationship Management (CRM) Requirements

Accessibility Standards and Requirements Req # 11.01 11.02 11.03

11.04

Solution Supports Requirement

Description of Requirement

ERP Offeror Reponse Comments (Indicate if any manual processes are required)

Compliance with W3C Web Content Accessibility Guidelines The system shall comply with W3C Web Content Accessibility Guidelines. Compliance with Section 508 Requirements The system shall comply with Section 508 Requirements regarding accessibility. Compliance with State and City Policies The system shall comply with Commonwealth of Virginia and City of Richmond policies regarding accessibility. Language Translation Support The system shall be capable of providing support for translation of content; either through an internal facility, or by interfacing with an open-source solution (e.g., Google Translate.)

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The City of Richmond, Virginia Customer Relationship Management (CRM) Requirements

Performance and Scalability Standards and Requirements Req #

Solution Supports Requirement

Description of Requirement

ERP Offeror Reponse Comments (Indicate if any manual processes are required)

Response Time Requirements 12.01

12.02

12.03

12.04 12.05 12.06

The system shall provide response time performance in line with leading Tier 1 commercial web applications. Back-up Policies The system shall have sufficient backup utilities, backup and recovery procedures, and storage infrastructure to minimize the possibility of data loss. Monitoring, Downtime and SLA The system is expected to available on a 24/7 basis except for scheduled maintenance, version upgrades and emergency “fixes”. Web enabled and IVR applications shall also be available on a 24/7 basis. The hosting services provider shall provide a minimum of a guaranteed 99.9% uptime. Scalability The application shall be scalable to easily allow for additional capacity to be added in the future. The solution shall be able to initially support up to 2,500 internal end users as well as (and concurrently with) an unspecified number of self-service Citizen users, and shall be designed to scale in order to meet future demand.

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The City of Richmond, Virginia Customer Relationship Management (CRM) Requirements

Support Standards and Requirements Req # 13.01

13.02

13.03 13.04

13.05

13.06 13.07 13.08

Solution Supports Requirement

Description of Requirement

ERP Offeror Reponse Comments (Indicate if any manual processes are required)

Change Management Support The solution shall include Organizational Change Management support as detailed in section 3 of the Statement of Needs. Training Support The solution shall include Training support as detailed in section 3 of the Statement of Needs. Internal End User Documentation (Manuals, Cheat Sheets, etc.) Context sensitive help screens shall be available to users on each screen. All help screens should open in a separate window so the current screen does not have to be reloaded. Help Desk Support The Offeror shall provide Implementation and End User Help Desk services Monday through Friday from 7am to 7pm EST and emergency services after normal working hours, during weekends and holidays. For off-hours and emergency situations, the City requires phone access and a 2 hour call back period to address problems. The Help Desk shall operate from a central location providing a toll free number for the City. Specific problem resolution Service Level Agreements (SLAs) in accordance with industry best practices, will be determined based on Offeror responses to the RFP, and finalized during contract negotiations.

Prepared by 9/22/2014

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The City of Richmond, Virginia Customer Relationship Management (CRM) Requirements

Social Media Integration Req #

Solution Supports Requirement

Description of Requirement

ERP Offeror Reponse Comments (Indicate if any manual processes are required)

Integration with Leading Social Media Communities 14.01

The system shall have the ability to support the Open311 initiative (http://open311.org) open standards for civic issue tracking. Support for Social Media Functions (Social Tagging, Social Bookmarking, etc.)

14.02

The system shall have the ability to support such social media functions as tagging, bookmarking, etc. Ability to Export Knowledgebase Articles The system shall have the ability to export knowledgebase articles for use as postings on the Facebook social media platform, preferably on an automated basis. The system shall have the ability to export knowledgebase articles for use as postings on the Twitter social media platform, preferably on an automated basis. The system shall have the ability to export knowledgebase articles for use as postings on other social media platforms, preferably on an automated basis. Ability to Create RSS Feeds The system shall have the ability to create RSS feeds of knowledgebase articles to which users can subscribe.

14.03 14.04 14.05

14.06

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Integration to External (Departmental) Systems Req # 15.01

15.02

15.03

15.04

15.05

15.06

15.07

15.08

15.09

15.10

15.11 15.12

Solution Supports Requirement

Description of Requirement

ERP Offeror Reponse Comments (Indicate if any manual processes are required)

External APIs and Toolkits The CRM system architecture will be based on Service Oriented Architecture (SOA) principles, so that the appropriate web services will be incorporated within the system architecture to facilitate the development of required interfaces. The system shall provide such external application programming interfaces (APIs) and toolkits as are necessary to enable the integration of the system with external applications without the need for extensive interface design or coding. The system shall provide the ability to create and display a link to open/launch an external application, and pass such parameters to the external application as necessary to “deep link” to the relevant function and data. Bi-directional (two-way) Interfaces The application shall provide robust bi-directional (two-way) integration with other applications. The CRM application must be able to easily integrate with other applications that are currently in use within the City. Since the City is implementing an internal and public-facing Service-Oriented Architecture (SOA) solution based on Microsoft BizTalk, the CRM solution shall utilize Microsoft BizTalk as the means of communication with "back end" departmental systems via City's Enterprise Service Bus. Support for Interfaces to/from City of Richmond Departmental Systems The system shall have the ability to interface with the CIS departmental system (DPU), receiving service requests for specified request types, and returning updated status information. The system shall have the ability to interface with the CityWorks departmental system (DPW), receiving service requests for specified request types, and returning updated status information. The system shall have the ability to interface with the SeeClickFix Citizen-facing system, receiving service requests for specified request types, and returning updated status information. The system shall have the ability to interface with the future permitting and land management system (PDR), receiving service requests for specified request types, and returning updated status information. The system shall have the ability to interface with existing PDR departmental systems (e.g., CAPS, Code Enforcement and Cornerstone), receiving service requests for specified request types, and returning updated status information. The system shall have the ability to interface with Finance department systems (primarily MUNIS; possibly DMV and Clancy). The system shall have the ability to interface with other City of Richmond systems as may be specified, receiving service requests for specified request types, and returning updated status information.

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Accessibility via Mobile Devices Solution Supports Requirement

Req #

Description of Requirement

16.01

The system shall be capable of providing interfaces to both internal and external users on various mobile devices including "iPhone/iOS" through a native application, maintaining the appropriate levels of security and access to functionality as defined by the City.

16.02

The system shall be capable of providing interfaces to both internal and external users on various mobile devices including "Android" through a native application, maintaining the appropriate levels of security and access to functionality as defined by the City. The system shall be capable of providing interfaces to both internal and external users on various mobile devices including ""HTML/WAP-enabled mobile devices," maintaining the appropriate levels of security and access to functionality as defined by the City.

ERP Offeror Reponse Comments (Indicate if any manual processes are required)

Types of Mobile Devices Supported

16.03

16.04

The system shall be capable of providing notifications to internal City employees via Blackberry device. Internal Mobile Accessibility

16.05

Access to the internal employee / CSR portal will be secured so that only authorized personnel are able to access it, and the same function and data access restrictions will apply as for the web-based portal. External Mobile Accessibility

16.06

Access to the external citizen portal will be restricted so that the same function and data access restrictions will apply as for the web-based portal.

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Reporting, Metrics and Analytics Req #

Solution Supports Requirement

Description of Requirement

ERP Offeror Reponse Comments (Indicate if any manual processes are required)

Canned Reporting 17.01

17.02

17.03

17.04

17.05

The application shall provide broad reporting tools with numerous pre-configured or standard reports including service request aging reports, call center statistics, and CRM user performance statistics. Ad-Hoc Reporting The application shall provide an ad-hoc reporting tool that allows for reporting on all data elements within the system. Metrics and Key Performance Indicators The application shall provide robust reporting and analysis tools. Various reports are needed to track the performance of each 311 agent/CSR and the status of citizen service requests. Advanced Analytics The system shall provide an advanced analytics capability to include incorporation of best practices Key Performance Indicators (KPIs) and predictive analytics / forecasting capabilities based on historical data. The CRM system should provide a robust reporting and analytics capability through integration with the City‟s existing Oracle Business Intelligence (OBIEE) and Oracle strategic management and performance reporting applications, and also provide the ability to import and export information to and from external sources.

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Solution Hosting Standards and Requirements Req # 18.01 18.02 18.03 18.04 18.05 18.06

18.07

18.08 18.09

Solution Supports Requirement

Description of Requirement

ERP Offeror Reponse Comments (Indicate if any manual processes are required)

Data The hosting solution shall provide data encryption on transfer – this implies that data is encrypted while in transit from the CoR (City) network to the cloud provider. The hosting solution shall provide data encryption at rest – this implies that data is encrypted on servers using encryption technologies such as 256 bit AES. All CoR (City) data will be segmented from other customer data unless the data is designated by the CoR (City) agency as being public. All CoR (City) data will be e-discoverable for litigation and FOIA requests. The hosting services provider must conduct and if needed restore backups of CoR (City) data should data become corrupted or accidentally deleted. All hosting servers containing CoR (City) data, including backup servers, shall be located within the United States of America. Audit The solution hosting provider shall be SAS 70 Type II Certified – Statement on Audit Standards – widely recognized auditing standard developed by the American Institute of Certified Public Accountants (AICPA). This certification represents that a service organization has been through an in-depth audit of their control objectives and activities, which includes information technology controls and related processes. Vulnerability All systems of the hosting services provider shall be continually monitored for intrusion, malware, viruses, etc The hosting services provider shall conduct on-going vulnerability assessments, scans and penetration tests.

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