Cloud-Based Customer Relationship Management Solution

RFP Posting: February 9th, 2026

RFP questions due to City: February 23rd, 2026

Vendor questions and consolidated answers posted on Bidnet as an addendum: March 2nd, 2026

RFP response due to City via Bidnet: March 20th, 2026

Notification of short-listed firms: April 3rd, 2026

Demonstrations (on-site and/or virtual): April 13th-23rd, 2026

Selection of Top Ranked Firm: Week of April 24th, 2026

Implementation kickoff: July 2026

MVP System Go Live: Summer 2027

The City of Boulder, Colorado is seeking a vendor to provide a cloud-based Customer Relationship Management (CRM) solution along with implementation services. The goal is to establish a modern, scalable, and comprehensive CRM platform that will serve as the foundational technical infrastructure for the city’s ongoing customer experience transformation initiatives. The desired Software as a Service (SaaS) solution should be capable of being implemented in phases and allow for integration with additional city systems over time.

Key requirements include basic functionalities such as service request ticketing, work order management, and robust reporting, with the capacity to handle tens of thousands of service requests annually across multiple departments and service categories. The platform must support online and mobile application submissions, facilitate requests made via the city's website and mobile app, and record after-hours calls for departmental follow-up. The solution should offer a mobile-friendly design accessible to both city staff and community members on a variety of devices, and provide comprehensive multilingual and language translation capabilities. Any components utilizing artificial intelligence, machine learning, or automated decision-making technologies must be implemented in a transparent, ethical manner that complies with all relevant state and federal regulations.