City of Philadelphia Philly311 CRM Replacement Project RFI 2026
City of Philadelphia, City of Philadelphia, PA·City
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- Primary Contact
- Caity Rietzen
- Scope Location
- Philadelphia, PA
- Submission Address
- [email protected] and [email protected]
SUMMARY
The City of Philadelphia, through its Office of Innovation and Technology (OIT), is issuing this Request for Information (RFI) to identify commercial off-the-shelf (COTS) software solutions for a new Customer Relationship Management (CRM) system to replace the Philly311 legacy platform. The scope includes full system implementation, migration of existing service request data, user accounts, and workflow configurations, plus a comprehensive redesign and migration of the Philly311 Knowledge Base. Key functional requirements include case management, omnichannel intake (phone, web, mobile, chat, social), workflow routing, SLA management, reporting/analytics with Microsoft Power BI integration, and future AI capabilities. Responses must include Rough Order of Magnitude (ROM) cost estimates for software, implementation, and three years of support. Electronic submissions are due by September 22, 2026, at 5:00 PM local time.
REQUIRED DELIVERABLES
Company Overview, Experience, Product/Software Solution description, Infrastructure/Architecture Model, Key Features, Support and Maintenance Model, Training Model, Reporting and KPIs, Pricing/Licensing Model
REQUIRED ATTACHMENTS
Exhibit A. RFI Question Template, architectural diagram
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Work in government? Get Civic IQ free →Frequently asked questions
Common questions about this solicitation, answered from the record.
How do I respond to this RFI from City of Philadelphia?
Review the full solicitation document for submission requirements, evaluation criteria, and deadlines. The submission deadline is September 22, 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: [email protected] and [email protected]. For questions, contact Caity Rietzen.
Where can I find more RFPs from City of Philadelphia?
All active and historical solicitations from City of Philadelphia are tracked and searchable. As a city agency, City of Philadelphia regularly publishes solicitations. Visit the agency profile to see current open bids, past contracts, vendor relationships, and decision-maker contacts.
Is this solicitation still open for submissions?
Based on the posted deadline of September 22, 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 RFI?
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: Exhibit A. RFI Question Template, architectural diagram. Review the full document from City of Philadelphia for the complete list.
Can small businesses or minority-owned firms bid on this RFI?
Most government agencies, including City of Philadelphia in PA, 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 RFI 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 Caity Rietzen. Questions and answers are typically shared with all prospective bidders.
What is the scope of this project?
This solicitation defines a specific project scope. The scope covers the following locations: Philadelphia, PA. Review the full solicitation for detailed scope requirements.
What are the key deliverables?
The solicitation specifies the following deliverables: Company Overview, Experience, Product/Software Solution description, Infrastructure/Architecture Model, Key Features, Support and Maintenance Model, Training Model, Reporting and KPIs, Pricing/Licensing Model. Proposals should clearly address how each deliverable will be met.
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