Chicago, IL – Clarity Partners, LLC (“Clarity”) was engaged by the City of Chicago, through its Department of Innovation and Technology (“DoIT”), to write the request for proposal (“RFP”) for the Constituent Relationship Management (“CRM”) Modernization Software and Implementation Services project. The purpose of the CRM Modernization project is to replace the existing 311 call center software with a holistic, transformative solution to help the City of Chicago provide world-class resident relationship management services.
Clarity is to perform all aspects of writing the RFP, including discovery, data collection, requirements development, validation, and development of the RFP. As part of the initiative, Clarity is to work closely with the City of Chicago’s Department of Innovation and Technology, 311 City Services, Department of Buildings, Department of Family and Support Services, Department of Streets and Sanitation, Department of Transportation, and Department of Water Management. Ultimately, the new CRM solution will transform the way residents experience government services, increase accountability for service fulfillment, enhance transparency into City operations, provide resident access to real-time data, and facilitate data-driven decision making both by the City and its communities.
About 311 City Services
311 City Services, through its staff of highly trained operators, is responsible for professionally addressing 3.9 million phone calls per year. 311 is an easy-to-remember number to put callers in touch with a "one-stop-shopping" center for access to all City services and non-emergency police services. Chicago residents can call 311 - 24 hours a day, 7 days a week - to report service needs, check the status of previous service requests, obtain information regarding City programs or events and file police reports. The City of Chicago’s 311 City Services is a model for effective city government working to enhance the quality of life for all those who live, work, and visit the City of Chicago. To view more information about the 311 City Services, please visit www.cityofchicago.org/city/en/depts/311.html.
About the Chicago Department of Innovation and Technology
The City of Chicago Department of Innovation and Technology was introduced in 2008 to add innovation to the charter of the former Department of Business and Information Services. As the central information technology organization for the City, DoIT provides a number of technology and telecommunications services to City departments, the Mayor, Aldermen, other City agencies, residents, businesses, and tourists. DoIT also supports City innovation by: facilitating creative thought about existing business processes across departments; providing departments with tools to deliver valuable new processes and services; designing and implementing systems that deliver these processes and services; applying technology where appropriate to automate processes and services; and developing strategic partnerships. For more information on the Chicago Department of Innovation and Technology please visit their website at www.cityofchicago.org.