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CITY OF SANTA ANA <br />Consultant shall perform services as set forth below. <br />A.Mandatory Requirements <br />All the following requirements are critical for the City to deliver its services and essential for the <br />successful implementation and adoption of the new Citizen Relationship Management (CRM) <br />system. Hence these requirements are deemed as mandatory and must be included in the <br />Vendor’s proposed scope for this project: <br />1.Implement a 311 CRM SaaS software solution that includes all customizations, integrations <br />and data migrations as deemed necessary to establish a modern 311 CRM process for the <br />City. <br />2.Provide a multiple language interface that includes a FULL translation of all elements in both <br />ENGLISH and SPANISH with the goal of adding a third language in the future <br />(VIETNAMESE). <br />3.Provide several options for customer engagement, including: <br />a.An online web portal featured on the City’s website; <br />b.Turnkey, branded mobile apps for both iOS and Android where app updates and app <br />publishing are managed solely by the vendor; and <br />c. Both Push Notifications and SMS text messaging options to suit the needs and <br />preferences of city residents and businesses. <br />4.Provide the City with the ability to update the icons/links on the front end of the mobile app <br />in REAL TIME without having to push a new version to the app store. <br />5.Provide an opportunity for customers to interact with the system either anonymously or by <br />using an account with a verified e-mail address. <br />a.It must be easy for Citizens to connect to the CRM Application using any channel of <br />their choice, with software expected to minimize barriers in connecting and <br />communicating with the City. <br />6.The CRM Application software and mobile apps are expected to use pictures, images, and <br />icons along with text to create a user-friendly and intuitive request intake environment, while <br />supporting multiple languages and ADA accessibility. <br />7.The 311 system should be able to integrate with 3rd party systems, App-Order, for Graffiti <br />issues and Trimble Cityworks for future expansion. The City desires the vendor to work with <br />the Graffiti vendor to complete the system integration before go-live. <br />8.Provide ability for customers to track their service request from submission to completion. <br />This includes the ability to obtain up-to-date status of requests, estimated days for <br />EXHIBIT I <br /> SCOPE OF SERVICES <br />City of Santa Ana RFP No. 24-099A Page 16 of 50City of Santa Ana RFP No. 24-099A Page 16 of 50