RFP - CRM System to Support Boston 311 and other Municipal Services

The City of Boston has issued a Request for Proposals (RFP) seeking a comprehensive Customer Relationship Management (CRM) system to enhance support for Boston 311 and various other municipal services. The solicitation, identified by the number BD-24-1142-143-143-96451, was posted on January 3, 2024, with a deadline for responses set for February 9, 2024. This project is managed by the Boston Property Management division within the Massachusetts government, focusing on modernizing and streamlining municipal service delivery through a robust CRM solution. Interested vendors can access detailed bid information and submit responses via the City of Boston Supplier Portal or by contacting Sheila Lee at the provided email or phone number. The contract falls under the NAICS code 541519, which pertains to other computer related services, indicating a focus on technology and software solutions. The procurement process is open without specific set-aside restrictions, and the project emphasizes the need for a scalable, efficient system capable of supporting Boston’s municipal operations. The primary point of contact for inquiries is the City of Boston procurement team, ensuring vendors have a clear channel for communication. The opportunity is accessible through the Commonwealth of Massachusetts’s procurement platform, offering a streamlined process for interested suppliers to participate in this municipal technology upgrade.