The consultant must be proficient and knowledgeable in industry standards and best practices for the eventual design, implementation, and maintenance of a CRM system. The consultant shall:

• Analyze and document existing requirements/workflows for resident and employee engagement for Information Technology and the top three departments that also have public engagement.
• Using industry knowledge and best practices, collaborate with departments to develop a desired future state for engagement requirements/workflows.
• Based on the documentation of existing and future-state workflows, develop/document a list of required, desired and optional CRM system requirements that can be used by the County to issue a Request for Proposal (RFP) to acquire a CRM solution.
• Recommendations should include future state considerations for technology that may benefit County interactions with residents (e.g. chatbots, AI, dashboards, etc.).  If directed by the County, present service model recommendations to County management and the Board of County Commissioners.
• Optionally, the selected consultant may be retained to provide guidance in the selection of a CRM solution, including providing technical and financial analysis of proposals as well as providing guidance with respect to contract negotiations.

The Consultant will review the County’s needs and goals related to the Citizen Engagement Team and all other stakeholder departments. This review will include the following efforts:

• High Level Needs Analysis – Determine the needs for a Customer Relationship Management solution and how the customer experience and the Citizen Engagement Team can be optimized with such a solution. This includes analysis on: 
  • How and where the key departments take customer requests.
  • How requests are escalated or transferred to other departments in the County.
  • What data is collected, and the quantity, type, and methodology.

• Stakeholder Interviews – Engage with individuals who are knowledgeable on the current technological and business environment to determine:
• Existing software uses, needs, deficiencies, and desired/required functionalities.
• Identify number of users, their user stories, roles and needed rights.

• Project Presentation – Provide an overview of the major deficiencies and improvements the County can expect by implementing a new CRM. Develop a presentation of the completed content above. This may be presented to the BCC upon request. The consultant must provide an optional proposal to "stay on" and assist with the implementation of the prospective solution. Document residents’ engagement service model recommendations for the County. Recommendations to be based upon common best practices and shall reference service model examples of how other (named) government organizations in Florida (that are similar to Seminole County) service their residents.
• Development of a Scope – for a CRM system to be utilized by the Department of Information Technology.
• Vendor & Software Selection – (Optional price) Assist the County with analysis that supports the selection of a solution from the solicitation process and provide project management support during the implementation of the solution.

The full list of required, desired, and optional functionalities will be defined during discovery with County stakeholders.

• Service Request Management – Ability to log, track, and manage service requests from initiation to resolution effectively.
  Integration – Integration with existing systems and databases.
• Reporting and Analytics – Comprehensive reporting tools for performance measurement, dashboarding, and analytics. Open API that allows visualization of system data via Power BI.
• User Interface – Intuitive user interface for both public and government employees. Single Sign-On (SSO) access is required for County employees.
• Automation – The solution must provide options for tailoring workflows, notifications, reports, work order creation/assignment, and any other predictable operations that would otherwise be manual.