CITY OF PHILADELPHIA ANNOUNCES RFP FOR NEW CUSTOMER RELATIONSHIP MANAGEMENT SOLUTION

Philadelphia, October 3, 2012 – Mayor Michael A. Nutter announced that Philly311, the City’s centralized customer service agency which serves as the “civic switchboard” to city government, has released a Request for Proposals (RFP) for a new customer relationship management (CRM) solution. Philly311 seeks to invest in a new, more robust and flexible CRM application that will enable the City to provide improved customer service in a more efficient and cost effective manner as well as provide better access to key data about service requests received from Philadelphia citizens. The closing date for the RFP is November 15, 2012.rnrn rnrn“We are committed to providing the citizens of Philadelphia with world class customer service,” said Mayor Nutter. “Philly311 provides Philadelphians greater access to their city and its services. This new solution will continue our process of becoming a leading 21st century customer service oriented municipal government.”rnrn rnrnRich Negrin, Deputy Mayor for Administration and Coordination and Managing Director, explained, “A new CRM solution will enable the City access to a wealth of new data on what services our citizens both need and want. Since it was first introduced in 2009, Philly311 has continued to grow in popularity with our citizens who use Philly311 daily to access information on city programs and to place requests for services. Our call agents are handling nearly 1.5 million calls, in addition to e-mails, texts, Web and mobile app requests. The more we can examine the data generated by those connections, the better we can plan how to deliver services in a smarter, more cost-efficient manner.”rnrn rnrnChief Innovation Officer Adel Ebeid said, “This is another example where Philadelphia is following through on its commitment to modernize government processes and systems. I’m particularly excited about this RFP because in many ways Philly311 is the ‘civic switchboard’ for our city and a platform for community engagement.”rnrn rnrnChief Customer Service Officer Rosetta Carrington Lue added, “Our goal is to be readily accessible to Philadelphia’s citizens to provide them with the information or service they require. A new CRM solution will give us increased capacity to respond to citizen inquiries quickly as well as provide our City’s service departments with improved information to fulfill service requests efficiently. We also anticipate greater access to data and analytics with will enable the City to work smarter, manage daily operations better, and anticipate customer needs in order to provide better information.”rnrn rnrn###rnrn rnrnFor more information on Philly311, please visit: http://www.phila.gov/311/rnrn rnrnTo review of a copy of the RFP, please visit: https://secure.phila.gov/eContract/