OFFICE OF PROCUREMENT - SOLICITATION SCOPE & DOWNLOAD
1023958 - Customer Service Management System
The Montgomery County Government, County Council, located at 100 Maryland Avenue in Rockville, Maryland, is the legislative branch of County Government. The Council has nine members, five elected by district and four elected at-large. Each Councilmember office has four or five staff members. There is also a central staff that includes the Office of Legislative Information Services (LIS). The Council Office as a whole receives a large amount communications and needs a solution to effectively process this information. In 2011, about 46,000 communication records were processed by the Councilmember offices and LIS combined. Management includes but is not limited to the intake of issues from residents, businesses, partner agencies, and County departments.
The Council Office needs an on-premise commercial off the shelf (COTS) constituent/customer relationship management (CRM) system that offers case work management, issue tracking, workflow management, storage, reporting, and marketing of electronic communications. Communications records arrive via email to the main Council address, County.Council@montgomerycountymd.gov and to the Councilmember’s public facing mailbox, Councilmember.Lastname@montgomerycountymd.gov, by phone, US postal mail, and facsimile. Microsoft Outlook, Access, and Word are the primary tools for communications management.
The solicitation and all amendments can be downloaded using one of the two options below. If you only want to view the solicitation, please select Option 1, and you will not receive e-mail or other communications regarding this solicitation. If you are intending to respond to this solicitation and would like to receive e-mail communications (including solicitation amendments) regarding this solicitation, please select Option 2. Regardless of what option you choose, it is still the responsibility of the bidder/offeror to frequently visit the Office of Procurement's website to obtain solicitation amendments.
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