Request for Information: Customer Relationship Manager

This Request for Information (RFI) from the County of Orange Information Technology (OCIT) hereby invites qualified Respondents to submit a proposal (including cost) to implement a comprehensive Customer Relationship Management (CRM) platform to enhance the efficiency of County operations, improve citizen engagement, streamline service request management, and foster better communication between government agencies and the community. The platform will serve multiple departments and provide an integrated solution to manage and track service requests, complaints, inquiries, and feedback from citizens. The County currently utilizes the Comcate CRM platform, more on the current platform in the Background section. The purpose of this RFI is to allow qualified Respondents to present proposals and a presentation to assist OCIT in determining what CRM options are available in the marketplace and to understand current market trends. Upon completion of this RFI, OCIT may issue a formal solicitation or utilize other means to procure a CRM. OCIT may, at its sole discretion, choose not to move forward with a solicitation or procurement. Please note: Insurance is not required at this time. Only questions sent via the OpenGov online bidding system will be addressed. OCIT desires a cost proposal in the form of: Unlimited seats Annual cost (paid annually) 3 Years IMPORTANT DATES RFI RELEASED - April 4, 2025 QUESTION AND ANSWER DEADLINE - April 14, 2025 @ 12PM PCT PROPOSALS DUE - April 25, 2025 @ 3:00PM PCT VENDOR DEMONSTRATION - The County may elect to ask proposers for a demonstration. That request, if any, will be made after the RFI closing date and time. Responses to RFI notices are not offers and cannot be accepted by the County to form a binding Contract,