City of Austin - Customer Relationship Management (CRM) Software Solution - RFP 1100 TLG3015 2026
City of Austin cityCity · Austin, TX- Due
- Dec 17, 2026
- 36 days left
- Posted
- Nov 9, 2026
- Contract term
- 3 years
- Primary contact
- Michelle Rocha
- (512) 974-2261
The 30-second brief
The City of Austin is seeking a qualified contractor to provide full implementation, data migration, and professional support services for a cloud-hosted Software as a Service (SaaS) Customer Relationship Management (CRM) system to serve as a 311 Customer Engagement Center. The project involves replacing the existing Motorola PremierOne CSR platform to unify city services, automate workflows, enhance multi-channel intake (phone, mobile app, web portal, email, text/SMS, and social media), integrate with GIS and backend enterprise systems like Maximo, Amanda, and Knack, and ensure 99.9% system availability. Key requirements include 36 months of initial contract term with two 12-month option years, support for 750+ users across 53 divisions, bilingual support (English and Spanish), ADA compliance (WCAG 2.1 Level AA), robust security controls, and adherence to Austin Energy Data Handling Controls. Proposals are due by December 17, 2026, with a pre-offer conference scheduled for November 17, 2026, and question submissions due by November 30, 2026.
SaaS CRM software solution, Project management services, Requirements analysis and design, Software provisioning, Installation and configuration, Organizational change management services, Architecture and integration services, Legacy data migration services, Testing and documentation, Training and documentation, 90 days of post-implementation support, Software licensing
Solution (Product Overview, Capabilities, Functional & Technical) (40), Implementation Plan (15), Offeror Experience, Background and Qualifications (15), Price (10), Local Business Preference (Up to 10), Small Business Preference (Up to 10)
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Summary
The City of Austin is seeking a qualified contractor to provide full implementation, data migration, and professional support services for a cloud-hosted Software as a Service (SaaS) Customer Relationship Management (CRM) system to serve as a 311 Customer Engagement Center.
The project involves replacing the existing Motorola PremierOne CSR platform to unify city services, automate workflows, enhance multi-channel intake (phone, mobile app, web portal, email, text/SMS, and social media), integrate with GIS and backend enterprise systems like Maximo, Amanda, and Knack, and ensure 99.9% system availability. Key requirements include 36 months of initial contract term with two 12-month option years, support for 750+ users across 53 divisions, bilingual support (English and Spanish), ADA compliance (WCAG 2.1 Level AA), robust security controls, and adherence to Austin Energy Data Handling Controls. Proposals are due by December 17, 2026, with a pre-offer conference scheduled for November 17, 2026, and question submissions due by November 30, 2026.
EVALUATION CRITERIA
REQUIRED DELIVERABLES
12- SaaS CRM software solution
- Project management services
- Requirements analysis and design
- Software provisioning
- Installation and configuration
- Organizational change management services
- Architecture and integration services
- Legacy data migration services
- Testing and documentation
- Training and documentation
- 90 days of post-implementation support
- Software licensing
REQUIRED ATTACHMENTS
7- Appendix B Functional Requirements
- Appendix C Technical Requirements
- Appendix D References
- Pricing Submittal Sheet
- Offer and Certifications
- FACTA Affidavit of Compliance
- Subcontracting Plan
- Submit to
- City of Austin eResponse
- Duration
- 60 months
- Scope location
- Austin, TX
- Reported agency
- City of Austin
Questions about this RFP
How do I respond to this RFP from City of Austin city?
Review the full solicitation document for submission requirements, evaluation criteria, and deadlines. The submission deadline is December 17, 2026. The solicitation specifies required deliverables that must be addressed in your response. Be sure to include all required attachments as outlined in the solicitation. Submissions should be delivered to: City of Austin eResponse. For questions, contact Michelle Rocha.
Can small businesses or minority-owned firms bid on this RFP?
Most government agencies, including City of Austin city in TX, encourage participation from small businesses, minority-owned, women-owned, and disadvantaged business enterprises (MBE/WBE/DBE). Check the full solicitation for any small business participation goals.
What happens after the RFP submission deadline?
After the deadline, the issuing agency reviews all submissions against the stated evaluation criteria. This typically includes a compliance check, technical evaluation, cost analysis, and may involve oral presentations with shortlisted vendors.
Can I ask questions about this solicitation before submitting?
Yes, most solicitations allow vendors to submit questions during a designated period. The primary contact is Michelle Rocha at (512) 974-2261. Questions and answers are typically shared with all prospective bidders.
What are the key deliverables?
The solicitation specifies the following deliverables: SaaS CRM software solution, Project management services, Requirements analysis and design, Software provisioning, Installation and configuration, Organizational change management services, Architecture and integration services, Legacy data migration services, Testing and documentation, Training and. Proposals should clearly address how each deliverable will be met.
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What are the evaluation criteria for this solicitation?
This solicitation includes specific evaluation criteria that will be used to score proposals. The criteria include: "Solution (Product Overview, Capabilities, Functional & Technical) (40), Implementation Plan (15), Offeror Experience, Background and Qualifications (15), Price (10), Local Business Preference (Up to 1..." Vendors should carefully align their proposals with each criterion to maximize their score.
Where can I find more RFPs from City of Austin city?
All active and historical solicitations from City of Austin city are tracked and searchable. As a city agency, City of Austin city regularly publishes solicitations. Visit the agency profile to see current open bids, past contracts, vendor relationships, and decision-maker contacts.
What is the contract term for this solicitation?
The anticipated contract term is 3 years. Contract terms may include renewal options.
Is this solicitation still open for submissions?
Based on the posted deadline of December 17, 2026, this solicitation appears to still be accepting submissions. Deadlines may change through amendments or addenda, so always verify the current status directly with the issuing agency before preparing your response.
What documents are required to bid on this RFP?
Requirements vary by solicitation, but common documents include a technical proposal, cost/price proposal, proof of insurance, relevant certifications, past performance references, and any forms specified in the solicitation. This solicitation specifically requires the following attachments: Appendix B Functional Requirements, Appendix C Technical Requirements, Appendix D References, Pricing Submittal Sheet, Offer and Certifications, FACTA Affidavit of Compliance, Subcontracting Plan. Review the full document from City of Austin city for the complete list.
What is the scope of this project?
This solicitation defines a specific project scope. The scope covers the following locations: Austin, TX. Review the full solicitation for detailed scope requirements.