Citizen Request Management System (CRM) RFP

The Town of Wendell, North Carolina, is soliciting proposals for a comprehensive Citizen Request Management (CRM) system to manage the full lifecycle of resident service requests. The goal is to implement a single, auditable record system that supports intake, classification, routing, and resolution across various departments, including Public Works, Police, Fire, Planning, Administration, and Parks and Recreation. The Town prefers a vendor-supported cloud or Software as a Service (SaaS) solution that features a mobile-friendly citizen interface and administrative dashboards for tracking workload and overdue requests. Key technical requirements include integration with ArcGIS and iMAPS, and the ability to hand off requests to downstream platforms like Brightly, Tyler Cityworks, or Accela via standard APIs or webhooks. The contract is envisioned for a five-year performance period, requiring a detailed implementation plan and rigorous User Acceptance Testing covering major workflows and role-based permissions. Proposals will be evaluated based on the best overall value, considering pricing, maintenance, and value-added services. The selection process involves an initial review, potential oral presentations, and a shortlisting process for demonstrations and reference checks. Submissions must be delivered as a PDF via the NC eVP website by December 3, 2026. The successful contractor must maintain general liability insurance of $1,000,000 per occurrence and $2,000,000 in total coverage.