Montgomery County Maryland
Solicitation: 1023958 - Customer Service Management System
Scope: 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, and to the Councilmember’s public facing mailbox,, by phone, US postal mail, and facsimile. Microsoft Outlook, Access, and Word are the primary tools for communications management.
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