SW-121962 - USA (North Carolina) - Citizen Request Management (CRM) System - Deadline December 3,2026

(1) Vendor needs to provide citizen request management (CRM) system.• The proposed system must manage the full service–request lifecycle on a single, auditable record.• Core functionality should include request intake, classification, routing, assignment, reassignment, staff notes, internal notes, attachments, photographs, location information, workflow, escalation, resolution, approval, closure, search, reporting, and history.• The system must allow the town to configure request categories, subcategories, responsible departments, workgroups, individual assignees, priority, target response times, target completion times, status values, notifications, and approval requirements.• The citizen–facing experience should be clean, intuitive, mobile–friendly, and consistent with the town's website and branding. Residents should be able to submit requests from a mobile browser, mobile app, or desktop.• The solution should support address lookup, map–based request submission, geocoding, geographic search, internal heat maps, service–area/geofence routing, request visualization, and use of relevant town GIS layers.• The system must maintain a reliable communication history associated with each request.• The system must provide role–based access control appropriate for a municipal environment.(2) All question must be submitted no later than November 20, 2026.(3) A contract period will be for one year.