RFI23-02 - CRM AND WORK ORDER MANAGEMENT SYSTEM - NB

INFORMATICS PROFESSIONAL AND CONSULT- ING SERVICES, SYSTEMS DEVELOPMENT AND IMPLEMENTATION

SYSTEMS INTEGRATION, INFORMATICS COMMODITIES AND SERVICES

AUTOMATED INFORMATION SYSTEM DESIGN AND INTEGRATION SERVICES



Addendum 1 - August 31, 2023 - Two Attachments Issued

The Local Government is currently using VeloCITY 365 (an application built on Microsoft Dynamics 365) for citizen engagement and service request management. The Local Government's 311 Department, Service Fredericton, uses this system to track, manage, and route customer inquiries to the relevant department. VeloCITY is no longer vendor supported, making it unviable for on-going use by the Local Government. Additionally, this solution is not optimised for the departments that use it, interactions
are inefficient, and customers have no way of following up on requests.

The Local Government is looking to replace VeloCITY 365 with a more modern, robust, scalable CRM and work order management solution. Additional functionality in the areas of permitting, building inspections, and building development approvals is also being explored as possible add-on components that the Local Government would like to integrate with the proposed CRM solution. With this implementation, the Local Government aims to improve the quality and efficiency of customer interactions, to
provide a more transparent and accessible process for submitting service requests, and to allow for city departments to optimise and digitise their workflows.

This is a tender notice only. In order to submit a bid, you must obtain official tender documents from the New Brunswick Opportunities Network, another authorized tendering service or as indicated in the tender notice.