Request for Information: 311 - Customer Relationship Management System

The City of Pittsburgh, through its Innovation & Performance department, is seeking information on cost-effective, scalable SaaS-based solutions to replace or enhance its current 311 customer relationship management system, which must support over 3,300 staff across more than a dozen city departments and enable seamless interactions between residents and city services. The solicitation, numbered 2026-RFI-089 and posted on May 21, 2026, with a response deadline of June 18, 2026, is classified under NAICS code 541512 and targets vendors capable of delivering a fully compliant, enterprise-grade platform. The solution must operate across four dedicated environments—Development/Configuration, Test, Training, and Production—with individual sandboxes for administrators and include built-in integrations with existing city systems such as Computronix, Cartegraph, and ESRI. All data must remain under full city ownership with free access during and after contract term, exported only in non-proprietary formats like CSV and JSON, and hosted within the continental United States. The vendor must provide a SaaS model with maintenance and support administered through a subscribed service agreement that only begins after formal city acceptance of the system in production. All support and development teams must be U.S.-based and available during standard business hours (8 a.m. to 5 p.m. EST). The system must be ADA-compliant with WCAG 2.1 Level AA adherence, supported by a VPAT or equivalent, and include remediation of any accessibility gaps at no additional cost. Security is critical: vendors must hold ISO/IEC 27001 certification or be actively pursuing it, maintain a comprehensive incident-response capability, and notify the city within 24 hours of any security breach or unplanned outage. All data, including logs and metadata, must be retained for the life of the contract and systematically delivered in .bak format upon termination, with permanent deletion from vendor systems. Licensing must be clearly defined for 15 call center users, 200 full-entry department users, and 5 IT administrators, with flexibility to propose alternative, cost-saving models and preference for unlimited mobile worker licenses. A detailed project roadmap, testing strategy with scripts, and comprehensive documentation—including as-built, configuration, installation, and data conversion guides—must be submitted and approved prior to implementation. The city will evaluate responses based on mission-critical requirements, mandatory functionalities, and vendor capabilities categorized as core