request for proposal or rfp sample

CCSF CRM Functionality Matrix

CALL MANAGEMENTF1 GeneralF.2 Database Support in Call Management

F.3

INTERACTION MANAGEMENTF.4 Inquiry Management - Inquiry Creation CapabilitiesF.5 Automatic Customer Data EntryF.6 Predefined Data Entry ProceduresF.7 User Follow-up and Accountability TrackingF.8 Data View CapabilitiesF.9 Status Change Execution and ReviewF.10 Customizing and defining data types or rangesF.11 Channel Specific Capabilities - Email, Web site, & FaxF.12 Basic Call Center Agent Interface Features Supporting ServicesF.13 Call-Center Service ScriptF.14 Customer Service Calendar Management and SchedulingF.15 Transaction/Department CodesF.16 Extraordinary Event TrackingF.17 FormsINFORMATION MANAGEMENTF.18 Knowledge-Base EngineF.19 Data Tracking of Specified Data Within a DatabaseF.20 Searching MechanismsF.21 Sorting FunctionsWEB SELF-SERVICEF.22 Web Self-Service CapabilitiesCONTACT CENTER MANAGEMENTF.23 Alerts and NotificationsF.24 Escalation Capabilities for Services ActivitiesF.25 Workflow Assignment

F.26

Work Order ManagementF.27 GeneralGISF.28 GeneralANALYSIS AND REPORTINGF.29 GeneralF.30 Service Activities ReportingF.31 Service Inquiry Statistics on Call Center Performance

F.32Data Collection and Output Support for Analyzing Call-Center Activities

TECHNICALT.1 GeneralT.2 Network/TelecommunicationsT.3 Computer Telephony IntegrationT.4 Universal Queue SupportT.5 WorkflowT.6 Integration / InterfaceT.7 Redundancy and ScalabilityT.8 SecurityT.9 Accessibility, Reliability, and FlexibilityT.10 AuditT.11 Backup and Archive, and Business ContinuityT.12 System AdministrationT.13 Mobile SupportT.14 Configuration

Softphone Features Pertaining to Queuing, Call Selection and Call Transfers

Quality Assurance/View/Search/Sort Capabilities — Workload Review Capabilities

CCSF CRM Functionality Matrix

Functionality ID Description Not Offered

CALL MANAGEMENTF1 GeneralF.1.1 System shall support service inquiries via phone contact M 1F.1.2 M 1

F.1.3 M 1

F.1.4 M 1

F.2 Database Support in Call ManagementF.2.1 D 2

F.2.1.1 Customer attributes D 2F.2.1.2 Language spoken D 2F.2.1.3 Origin of call D 2F.2.1.4 Topic of call D 2F.2.2 D 2

F.2.3 D 2

F.2.4 M 1

F.3

F.3.1 D 2

F.3.2 System shall allow the agent to choose the next call to receive D 2F.3.3 System shall allow a supervisor to disable the call selection option D 2F.3.4 D 2

F.3.5 System shall allow an agent to define work status, including: D 2F.3.5.1 Availability D 2F.3.5.2 Post-call work state D 2F.3.5.3 Logged-on status D 2F.3.5.4 Logged-off status D 2F.3.6 D 2

F.3.7 D 2

F.3.8 System shall support agent-to-agent communications D 2F.3.9 D 2

F.3.10 System shall allow agents to execute unattended call transfers D 2F.3.11 System shall allow agents to execute attended call transfers D 2F.3.12 D 2

F.3.13 D 2

Functionality Category (M-andatory,

D-esired)

Level of Importance (1 - top; 3 - low)

Existing, out-of-box

functionality

Delivered after CRM app is Configured (included in

price)

Delivered after Major

modification (included in

price)

System shall tightly integrate with leading PBX systems, allowing the system to communicate and pass information between themSystem shall be readable and usable by blind users who rely on audible screen reader softwareSystem shall support TTY calls using on-screen communication with the caller or other ADA-accepted methods.

System shall integrate with a PBX and IVR to support the use of information and logic residing in CRM databases to route calls based on the following:

System shall employ database information for identifying high-risk customers based on potential existence of customers' risk profilesSystem shall employ database information to direct high-risk customers to qualified or experienced agents each time they callSystem shall have the ability to support real time and batch update processing

Softphone Features Pertaining to Queuing, Call Selection and Call Transfers

System shall allow service agents to select a specific call from queues based on information from a screen display

System shall allow an agent to automatically configure a rest period between calls

System shall maintain a log of all accounts the agent accessed during the day and allow for updating at any time after the initial call was takenSystem shall send messages to external organizations or field resources indicating the absence of clients at sites scheduled for dispatched support

System shall support synchronization features on transfer, including conferencing capabilities

System shall allow agents to transfer appropriate data that was invoked when the call was receivedSystem shall add new information before transfer or present a different but related data screen


INTERACTION MANAGEMENTF.4 Inquiry Management - Inquiry Creation CapabilitiesF.4.1 System shall create records of inquiries M 1F.4.2 M 1

F.4.3 M 1

F.4.4 M 1

F.4.5 System shall define fields of information as mandatory or optional M 1F.4.6 System shall record call activity data associated with a contact M 1F.4.7 System shall provide features to expedite data entry by an agent M 1F.4.8 M 1

F.4.8.1 Automatically record date and time of inquiry creation M 1F.4.8.2 Automatically record identity of agent receiving inquiry M 1F.4.8.3 Entering postal code to validate city and state M 1F.4.8.4 M 1

F.4.8.5 M 1

F.4.8.6 M 1

F.4.8.7 Fields for salutations M 1F.4.8.8 Fields for entering customer name prefix (e.g., Mr., Mrs., Miss and Ms.) M 1F.4.8.9 Fields for entering customer name suffix (e.g., III, Jr., Sr., MD or CFA) M 1F.4.8.10 Fields for indicating follow-up activities M 1F.4.8.11 Fields for information related to a transaction that the user can define M 1F.4.8.12 M 1

F.4.8.13 M 1

F.4.8.14 M 1

F.4.8.15 M 1

F.4.8.16 D 2

F.4.8.16.1 customer data D 2F.4.8.16.2 inquiry data D 2F.4.8.16.3 work order data D 2F.4.8.16.4 department-related data D 2F.4.8.16.5 agent-related data D 2F.4.8.17 D 2

F.4.8.18 D 2

F.4.7.18.1 customer data D 2F.4.7.18.2 inquiry data D 2F.4.7.18.3 work order data D 2F.4.7.18.4 department-related data D 2F.4.7.18.5 agent-related data D 2F.5 Automatic Customer Data EntryF.5.1 M 1


D-esired)

Level of Importance (1 - top; 3 -

low)


functionality


price)



price)

System shall develop, customize, and maintain multiple inquiry templates for different inquiry typesSystem shall develop, customize, and maintain inquiry categories for different inquiry typesSystem shall develop, customize and maintain multiple customer-profile templates for different customer types

System shall provide or support the following capabilities to assist the agent in data entry:

Entering postal code to automatically populate city, state and other pertinent fieldsAutomatically assign a unique individual identification code (e.g., calling number)Automatically assign a unique individual identification code when importing data from external sources

Display lists or menus containing multiple options for indicating category of inquiryDisplay lists or menus containing multiple options for indicating outcome of inquiryDisplay lists or menus containing multiple options for indicating satisfaction of customer with inquiry interactionDisplay lists or menus containing multiple options for indicating follow-up activitiesQuick entry of data via word completion capabilities when entering the following specified data:

Quick entry of data via sentence completion capabilities (i.e., this feature entails completing field-level data entry based on recognition by the system of key words)

Quick entry of data via sentence completion capabilities when entering the following specified data

System shall provide automatic entry of customer data via field-based auto-population (i.e., an entry in a field invokes population of a template with appropriate information)

Functionality ID Description Not OfferedFunctionality Category (M-andatory,

D-esired)


low)


functionality


price)



price)

F.5.1.1 Support automatic entry of interaction data via field-based auto-population M 1

F.5.1.2 Support automatic entry of product data via field based auto-population D 2F.5.1.3 D 2

F.5.2 M 1

F.5.2.1 Lists of standard inquiries M 1F.5.2.2 Lists of most frequently used work orders M 1F.5.2.3 Flag to indicate that an address is a valid address D 2F.5.2.4 Flag to indicate that a phone number is a valid phone number D 2F.5.2.5 Flag to indicate that a fax number is a valid fax number D 2F.5.2.6 Flag to indicate that an email address is a valid email address D 2F.6 Predefined Data Entry ProceduresF.6.1 M 1

F.6.2 M 1

F.6.3 System shall prompt users of the correct procedure to follow M 1F.6.4 System shall provide online help when a procedure is incorrectly executed M 1

F.6.5 System shall stop further actions once a data entry error is identified M 1F.6.6 System shall allow for automated departmental codes to be used M 1F.6.7 D 2

F.6.8 D 2

F.6.9 System shall indicate a repeat caller D 2F.6.10 D 2

F.6.11 System shall have the ability to: M 1F.6.11.1 M 1

F.6.11.2 M 1

F.6.11.3 M 1

F.7 User Follow-up and Accountability TrackingF.7.1 System shall register and track follow-up activity M 1F.7.2 System shall track the hand-off (i.e., escalation) of overdue issues M 1F.7.3 System shall provide audit tracking of all outstanding issues M 1F.7.4 M 1

F.7.5 M 1

F.7.6 M 1

F.7.7 M 1

F.7.8 M 1

F.7.9 M 1

Support automatic entry of agent related data via field-based auto-population

System shall provide relevant lists of information during the creation of an inquiry record, including:

System shall require agents to insert a minimum amount of data into a predefined number of fields before an inquiry can be closedSystem shall identify whether pre-defined procedures are being entered correctly

System shall support error elimination and reporting and build bullet-proof, error-free processes by reducing the scope for data-entry input error

System shall support data input controls, including more forced input of required information

System shall allow notes to be provided at key points in the inquiry creation process to enable the agent to elaborate on a data point

Define and maintain business rules for a particular field of information (field edits)Define default values for a field. This includes the ability to automatically populate fields based on the value of another fieldDefine the format for assigned tracking numbers or document numbers. This includes the ability to reset tracking and document numbers on a scheduled basis

System shall allow for multiple users to access inquiries and run reports at the same timeSystem shall recognize and indicate that another individual or even other departments are following up a specific issueSystem shall allow an individual to note follow-up activity or allow for personal follow-up on an accountSystem shall have the ability to record activity notes related to a request. These notes may differ from notes that may be entered for a work order. Note entries will be unlimited in length, so system must provide scrolling capabilities.

System shall have the ability to assign a date/timestamp to request note entry.

System shall have the ability to assign the name of the person who made the request note entry, based on user ID.


D-esired)


low)


functionality


price)



price)

F.7.10 D 2

F.7.11 D 2

F.8 Data View CapabilitiesF.8.1 System shall view original information entered for records M 1F.8.2 M 1

F.8.2.1 Inquiry ID (i.e., uniquely identifies the inquiry record) M 1F.8.2.2 Inquiry type (i.e., out of a predefined range) M 1F.8.2.3 Severity level or priority (i.e., out of a predefined range) M 1F.8.2.4 Source of inquiry, including: M 1F.8.2.5 Phone call M 1F.8.2.6 E-mail inquiry M 1F.8.2.7 Web inquiry (i.e., entered at a designated Web site) M 1F.8.2.8 Fax inquiry M 1F.8.2.9 Live walk-in M 1F.8.2.10 Status (i.e., out of a predefined range) M 1F.8.2.11 Number of days since creation M 1F.8.2.12 Number of days since last customer contact M 1F.8.2.13 Due date and time M 1F.8.2.14 Total time spent working on inquiry M 1F.8.2.15 Total time spent by specific service agent or user M 1F.8.2.16 D 2

F.8.2.16.1 Relationship between inquiry, customers and organizations D 2F.8.2.16.2 Description (i.e., free-form data or notes section) D 2F.8.3 M 1

F.8.3.1 Date of action M 1F.8.3.2 Time of action M 1F.8.3.3 Action type (i.e., out of predefined range), including: M 1F.8.3.4 Creation M 1F.8.3.5 Follow-up activity M 1F.8.3.6 Closure M 1F.8.3.7 Reopening M 1F.8.3.8 Carbon copy (i.e., spin-off or notification) D 2F.8.3.9 Hand-off (i.e., ownership or responsibility transfer) D 2F.8.3.10 Service agent or user responsible for action D 2F.8.3.11 Time required for action D 2F.8.3.12 Action description (i.e., free-form data or notes section) D 2F.8.4 M 1

F.8.4.1 Service information M 1F.8.4.2 Service type M 1F.8.4.3 Service name M 1F.8.4.4 Department responsible M 1F.8.5 M 1

F.8.5.1 Customer profile: name, contact information, position or organization M 1F.8.5.2 Organization profile: organization name, address, contacts or links M 1F.8.5.3 Customer satisfaction: from follow-up call after inquiry is closed M 1F.8.6 M 1

F.8.6.1 Agent or user profile: name, position, department and contact information M 1

F.8.6.2 Agent or user skills M 1F.8.6.3 Agent or user availability M 1

System shall have the ability to display request notes in reverse chronological order, beginning with the most recent note recorded.System shall have the ability to sort notes dynamically by date (ascending chronological order) or the name of the person who made the note.

System shall view the following inquiry-related data for multiple records in table/list form including, but not limited to:

Change data, inquiry history or audit trail (i.e., essentially, a log of all “action data”) (see below)

System shall view the following action-related data for multiple records in table/list form including, but not limited to:

System shall view the following service-related data for multiple records in table/list form including, but not limited to:

System shall view the following customer-related data for multiple records in table/list form including, but not limited to:

System shall view the following CSS-agent or user data for multiple records in table/list form including, but not limited to:


D-esired)


low)


functionality


price)



price)

F.8.6.4 Total time spent by agent or user on all inquiries M 1F.8.6.5 Total time spent by agent or user on a specific inquiry M 1F.8.7 M 1

F.8.7.1 Total number of open inquiries M 1F.8.7.2 Same as above, per department M 1F.8.7.3 Same as above, per agent M 1F.8.7.4 Total number of open inquiries of type “x” (e.g., overdue) M 1F.8.7.5 Same as above, per department M 1F.8.7.6 Same as above, per agent M 1F.8.7.7 Total number of inquiries processed per unit time M 1F.8.7.8 Same as above, per department M 1F.8.7.9 Same as above, per agent M 1F.8.7.10 D 2

F.9 Status Change Execution and ReviewF.9.1 M 1

F.9.2 M 1

F.9.3 System shall enter and view follow-up actions M 1F.9.4 System shall create a listing of call backs to customers M 1F.9.5 System shall reopen a record D 2F.9.6 System shall edit specific data within a record D 2F.9.7 System shall link a reopened record to a series of other specified records D 2

F.9.8 D 2

F.9.8.1 Multiple closure of inquiry records D 2F.9.8.2 Multiple reopening of inquiry records D 2F.9.8.3 Multiple printing of individual inquiry records to a local printer D 2F.9.9 System shall access customer contact information online, including: D 2F.9.9.1 Work orders D 2F.9.9.2 Application for service D 2F.9.9.3 Letters D 2F.9.9.4 E-mail and Internet correspondence D 2F.9.9.5 Statements D 2F.9.9.6 Direct mail history D 2F.9.10 System shall have the ability to set status codes for each transaction. D 2F.9.11 D 2

F.9.12 D 2

F.9.13 D 2

F.9.14 System shall link system to databases of partners or contracted organizations D 2

F.9.14.1 Government: U.S. state and local or any other authorized agency D 2F.9.15 D 2F.10 Customizing and defining data types or rangesF.10.1 M 1

F.10.1.1 Inquiry ID (i.e., uniquely identifies the inquiry record) M 1F.10.1.2 Inquiry type (i.e., out of a predefined range) M 1F.10.1.3 Severity level or priority (i.e., out of a predefined range) M 1F.10.1.4 Status (i.e., out of a predefined range) M 1F.10.1.5 Number of days since creation M 1

System shall view the following general data for multiple records in table/list form including, but not limited to:

Response-time statistics: overall, per dept, and per agent. Specify which in comments.

System shall change the status of a record based on progress made in servicing the inquirySystem shall view the status of each inquiry record by agent and groups of agents

System shall perform the following actions on multiple records selected from a list:

System shall have the ability to allow status code values to be defined uniquely for each type of transaction, or sub-set of transactions.System shall have the ability to allow status code values to be defined uniquely for each type of transaction, or sub-set of transactions.System shall have the ability to apply only valid status codes based on the activity recorded for the request. (i.e. cannot close a request if there are work orders pending).

System shall allow customization or definition of templates without programming or changes to source code

System shall allow users to customize and define specified inquiry-related data types or ranges without programming, including:


D-esired)


low)


functionality


price)



price)

F.10.1.6 Due date and time M 1F.10.1.7 Total time spent working on inquiry M 1F.10.1.8 Total time spent by specific service agent or user M 1F.10.1.9 M 1

F.10.1.10 Relationship between inquiry, customers and organizations M 1F.10.1.11 Description (i.e., free-form data or notes section) M 1F.10.2 M 1

F.10.2.1 Date of action M 1F.10.2.2 Time of action M 1F.10.2.3 Action type (i.e., out of predefined range), including, but not limited to: M 1F.10.2.3.1 Creation M 1F.10.2.3.2 Closure M 1F.10.2.3.3 Reopening M 1F.10.2.3.4 Carbon copy (i.e., spin-off or notification) M 1F.10.2.3.5 Hand-off (i.e., ownership or responsibility transfer) M 1F.10.2.3.6 Suspension for a specified period of time M 1F.10.2.3.7 Service agent or user responsible for action M 1F.10.2.3.8 Time required for action M 1F.10.2.3.9 Action description (i.e., unlimited free form data or short notes section) M 1

F.10.3 M 1

F.10.3.1 Service information M 1F.10.3.2 Service type M 1F.10.3.3 Service name M 1F.10.3.4 Department responsible M 1F.10.4 M 1



F.10.5.2 Agent or user skills M 1F.10.5.3 Agent or user availability M 1F.10.5.4 Total time spent by agent or user on all inquiries M 1F.10.5.5 Total time spent by agent or user on a specific inquiry M 1F.10.5.6 General data: indicate if the application provides: M 1F.10.5.7 Total number of open inquiries M 1F.10.5.8 Same as above, per department M 1F.10.5.9 Same as above, per agent M 1F.10.5.10 Total number of open inquiries of type “x” (e.g., overdue) M 1F.10.5.11 Same as above, per department M 1F.10.5.12 Same as above, per agent M 1F.10.5.13 Total number of inquiries processed per unit time M 1F.10.5.14 Same as above, per department M 1F.10.5.15 Same as above, per agent M 1F.10.5.16 Response time statistics — overall, per department, per agent. D 2F.11 Channel Specific Capabilities - Email, Web site, & FaxF.11.1 System shall submit service inquiries via e-mail M 1F.11.2 M 1

F.11.3 System shall create inquiry records from received e-mails D 2F.11.4 System shall initiate and send out e-mails D 2

Change data, inquiry history and audit trail (i.e., essentially, a log of all “action data”)

System shall allow users to customize and define specified action-related data types or ranges without programming, including:

System shall allow users to customize and define specified service-related data types or ranges without programming, including:

System shall allow users to customize and define specified customer-related data types or ranges without programming, including:

System shall allow users to customize and define specified CSS or user-related data types or ranges without programming, including:

System shall utilize e-mail as a communication channel for receiving and responding to inquiries


D-esired)


low)


functionality


price)



price)

F.11.5 D 2

F.11.6 D 2

F.11.7 System shall distinguish e-mails from voice calls residing in a queue D 2F.11.8 System shall designate different priorities to e-mail queues D 2F.11.9 D 2

F.11.10 D 2

F.11.11 D 2

F.11.12 D 2

F.11.13 D 2

F.11.14 D 2

F.11.15 System shall track customer responses to transmitted e-mails D 2F.11.16 System shall respond to a customer’s e-mail via fax or phone D 2F.11.17 D 2

F.11.18 D 2F.11.19 System shall allow for embedded URL’s to drive customers to Web sites D 2F.11.20 D 2

F.11.20.1 Rule-satisfied routing capabilities D 2F.11.20.2 No-rule-satisfied capabilities D 2F.11.20.3 Optional delete D 2F.11.21 System shall initiate an e-mail-forwarding event D 2F.11.22 System shall offer mail-merge personalization capabilities D 2F.11.23 System shall support plain text and HTML D 2F.11.24 System shall produce high-volume output for both mail and e-mail distribution D 2

F.11.25 System shall support multiple SMTP servers for e-mail distribution D 2F.11.26 System shall generate inquiries from a Web site M 1F.11.27 System shall track and query inquiries generated from a Web site M 1F.11.28 M 1

F.11.29 D 2

F.11.30 D 2

F.11.31 M 1

F.11.32 M 1

F.11.33 M 1

F.11.34 M 1

F.11.35 D 2

F.11.35.1 System shall review Web pages of interest D 2

System shall provide a routing system to direct e-mails to an appropriate resourceSystem shall allow an e-mail inquiry to be directed to the same queue displayed by the screen pop as voice calls

System shall automatically transmit a standard e-mail in response to an inquiry that confirms receipt of inquirySystem shall generate automated e-mails based on keywords within a text messageSystem shall generate automated e-mails based on status of customer inquiry or escalation processesSystem shall generate an auto-reply e-mail that sets expectations on entitled services (e.g., when to expect a response, level of service or service agent)

System shall allow agents responding to e-mail inquiries to be placed automatically in an unavailable state for receiving voice callsSystem shall provide a process for tracking, monitoring or querying inquiries submitted via e-mail

System shall enable the user to define the details of the outbound and inbound e-mail servers available for use in the e-mail channel communication process

System shall provide a full point-and-click application for creating personalized mail and e-mail documentsSystem shall allow for the user to specify the rules to be used for processing inbound email messages within each mailbox including, but not limited to:

System shall support web interactivity, including allowing the agent to guide a customer through the appropriate Web site (e.g., provide a guided tour)

System shall allow customers to establish a chat session with an agent via a Web siteSystem shall allow customers to submit a request for a call back via a Web siteSystem shall allow a Web site-originating inquiry to be directed to the same queue displayed by the screen pop as voice callsSystem shall distinguish Web site-originating inquiries residing in a queue from voice callsSystem shall designate different priorities for Web site originating inquiries within queuesSystem shall transmit a standard e-mail in response to an inquiry that confirms receipt of Web site-originating inquiry and sets expectations on entitled services (e.g., when to expect a response)

System shall provide options for a customer to review while waiting in a queue, including:


D-esired)


low)


functionality


price)



price)

F.11.35.2 System shall hear recorded messages D 2F.11.35.3 System shall be connected with an IVR unit D 2F.11.36 D 2

F.11.37 System shall support attaching hyperlinks to specific accounts D 2F.11.38 M 1

F.11.38.1 Number of successful transactions performed online, tracked weekly M 1F.11.38.2 Which specific transactions were successfully completed, tracked weekly M 1

F.11.38.3 M 1

F.11.38.4 M 1

F.11.38.5 M 1

F.11.38.6 M 1

F.11.38.7 D 2

F.11.38.8 Results of online “trouble-shooting” success and failure, tracked weekly D 2F.11.38.9 Number of banner impressions, tracked weekly D 2F.11.38.10 Number of banner clickthroughs D 2F.11.38.11 D 2

F.11.38.12 Visitor analysis metrics that include the following: D 2F.11.38.12.1 Visitor type (i.e., current customers, new customers, etc?) D 2F.11.38.12.2 Frequency of use D 2F.11.38.12.3 Time of day of use D 2F.11.38.12.4 Time spent on site per visit D 2F.11.38.12.5 Day of week of use D 2F.11.39 D 2

F.11.40 D 2

F.11.41 D 2

F.11.42 System shall distinguish faxes residing in a queue from voice calls D 2F.11.43 System shall designate different priorities to fax queues D 2F.11.44 System shall provide a means to create inquiry records from received faxes D 2

F.11.45 D 2

F.11.46 D 2

F.12 Basic Call Center Agent Interface Features Supporting ServicesF.12.1 M 1

F.12.2 M 1

F.12.2.1 Holding time displayed M 1F.12.2.2 Call origin displayed (i.e., phone. Web, IVR, e-mail, fax or letter) M 1F.12.2.3 Calls in queue displayed M 1F.12.2.4 Provide specific details of calls currently in a queue M 1F.12.2.5 Number of calls still holding displayed M 1F.12.2.6 Number of calls in queue for categorizing by category of call M 1

System shall allow an agent to automatically contact the customer in response to a web site-originating inquiry requesting a call back.

System shall support a sophisticated log-file analysis program for monitoring the Web interface to CRM database that includes the following metrics:

Number of incomplete or unsuccessful transactions performed online, tracked weeklySpecific transactions that were left incomplete, abandoned or failed — tracked weeklyNumber of total Web-site visits, sieved by originating time zone, day and time of day — tracked weeklyNumber of unique Web site visitors, sieved by originating time zone, day and time of day — tracked weeklyNumber of repeat Web site visits in the preceding month vs. single visits in the preceding month (cookies are NOT allowed)

Number of calls initiated from the Web site to the call center, including where the visitor was on the Web page at the time of this type of request

System shall utilize fax as a communication channel for receiving and responding to inquiriesSystem shall provide a routing system to direct faxes to an appropriate resourceSystem shall allow fax to be directed to the same queue displayed by the screen pop as voice calls

System shall allow agents responding to fax inquiries to be placed automatically in an unavailable state for receiving voice callsSystem shall provide a method for tracking, monitoring or querying inquiries submitted via fax

System shall support soft phone capabilities (i.e., phone features available via use of a personal computer)System shall support a soft phone-centric interface encompassing the following:


D-esired)


low)


functionality


price)



price)

F.12.2.7 Calling or called party name display M 1F.12.2.8 Time and date M 1F.12.2.9 Dialed digits M 1F.12.2.10 Duration of call display notification M 1F.12.2.11 Incoming automatic call distribution (ACD) event alerting standard ring M 1F.12.2.12 Incoming ACD event alerting ring option M 1F.12.3 M 1

F.12.4 M 1

F.12.5 M 1

F.12.6 M 1

F.12.7 M 1

F.12.8 System shall support screen pops and coordinated transfer via IVR M 1F.12.9 M 1

F.12.9.1 Information pertaining to last client call (if possible) M 1F.12.9.2 Information pertaining to specific services M 1F.12.9.3 M 1

F.12.10 System shall record and identify repeat callers M 1F.12.11 System shall provide or support the following: M 1F.12.11.1 Recording of customer demographics automatically M 1F.12.11.2 Capture of time, date and purpose of initial enquiry M 1F.12.11.3 Screen warnings for extended talk times or long hold times M 1F.12.12 D 2

F.12.13 D 2

F.12.14 D 2

F.12.15 D 2

F.12.16 System shall provide or support the following: D 2F.12.16.1 D 2

F.12.16.2 Recordings based on call types D 2F.12.16.3 D 2F.12.16.4 Automated recordings of escalations D 2F.12.16.5 D 2

F.12.16.6 D 2

F.13 Call-Center Service ScriptF.13.1 M 1

F.13.2 M 1

F.13.3 M 1

System shall alert agent of upcoming calls (i.e., call to be given to you within the next two minutes)System shall support verbal call introductions or “whispers” about incoming calls, especially if originating from IVR and WebSystem shall support coordinated voice and data screen pops based on who is calling and send the call and data simultaneously to the appropriate agent

System shall identify the stage at which the customer exited the IVR, and present the voice and data to the agent with the customer details on a screen simultaneously

System shall provide screen pops to accompany calls conveying specified standard customer contact information

System shall support screen pops automatically populated with callers’ customer service history details on screen, including, but not limited to:

Support automatic contact history including programming inquiries, standard customer history notes, complaints or commendations

System shall support the following features: online directory, announcements, support paging information or support text messagesSystem shall support automatic recognition of performance and alert colleagues of call handling performances, with online congratulations for identified agents

System shall provide one-button access to execute call management features (e.g., hold or conference)System shall interface support “single-click” access to options and streamlined business functions (e.g., new service requests)

Initiation of telephone recordings of inquiries at the discretion of operator or management

Recordings based on call types to ascertain basis for customer complaints (e.g., understand churn)System shall store recordings of conversations to be available for playback at a later dateSystem shall allow recordings to be played back at an account level to address complaints or disputes

System shall access scripts within a workflow-based, dynamically generated interface designed to guide the service agent through a client interaction

System shall access an unlimited number of scripts tailored to a specific contingencySystem shall provide scripting functionality that is automatically invoked based on business rules and presented through screen pops


D-esired)


low)


functionality


price)



price)

F.13.4 M 1

F.13.5 M 1

F.13.6 M 1

F.13.7 M 1

F.14 Customer Service Calendar Management and SchedulingF.14.1 M 1

F.14.2 M 1

F.14.3 M 1

F.14.4 M 1

F.14.5 M 1

F.14.5.1 Verify the availability of individual agents or analysts D 2F.14.5.2 Verify the availability of resources (e.g., rooms and equipment) D 2F.14.5.3 Identify available agents or analysts D 2F.14.5.4 Identify available resources D 2F.14.5.5 Identify or suggest available dates or times for agents or analysts D 2F.14.5.6 Identify or suggest available dates or times for resources D 2F.14.5.7 Define appointments for agents or analysts during hours of availability D 2F.14.5.8 D 2

F.14.5.9 Track time spent by service agents on one specific appointment D 2F.14.5.10 Track total time spent by service agents on more than one appointment D 2F.14.5.11 Track total time spent by agent on an inquiry from creation to closure D 2F.14.5.12 D 2

F.14.6 M 1

F.14.6.1 Notify the appropriate service agent or manager M 1F.14.6.2 M 1

F.14.6.3 Allow audit trails for unavailability of agent M 1F.14.6.4 Route calls to an appropriate alternative service agent M 1F.14.7 M 1

F.14.8 D 2

F.14.9 System shall perform automatic follow-up on specific date or time via e-mail D 2

F.14.10 D 2

F.15 Transaction/Department CodesF.15.1 M 1

F.15.2 M 1

System shall alert agents how long the customer was in the queue and introduce scripting to use this data to empathize for long waitsSystem shall access scripts with branching logic that enable service agents to consider alternative actionsSystem shall allow service agents to view different display options, including entire scripts, select portions of scripts or outline viewsSystem shall create and maintain scripts that encompass features that allow service agents to perform online calculations

System shall provide a calendar management and scheduling engine for supporting service activitiesSystem shall have the ability to set an appointment and inform the customer automatically using the most relevant methods, including: phone, email, fax, or letter.

System shall have the ability to change an appointment time and automatically notify the customer immediately via the preferred mode of contact.

System shall have the ability to automatically track events and flag missed deadlines and appointments.System shall have the ability to alert user of scheduling conflicts as appointments are made.

Define more than one type of appointment for service agents (e.g., call or meeting)

Track total time spent by agent on a group of inquiries from creation to closure

System shall support the following capabilities when a service agent is unavailable:

Determine and log the cause of unavailability within the context of agent not on duty or too many inquiries

System shall check if more than one service agent is working on a particular inquiry or request, and alert the CSS service agents of such occurrence

System shall perform automatic follow-up on specific date or time via visual or sound notification

System shall perform automatic follow-up on satisfaction of any user-definable criteria

System shall have the ability to define and maintain transaction codes and department codes for the city.System shall have the ability to assign transaction codes to create, update, store, and categorize an unlimited number of requests based on types (e.g., pothole, missed garbage, department complaints).


D-esired)


low)


functionality


price)



price)

F.15.3 M 1

F.15.4 M 1

F.15.5 M 1

F.15.6 M 1

F.15.7 M 1

F.15.8 M 1

F.16 Extraordinary Event TrackingF.16.1 M 1

F.16.2 M 1

F.16.3 M 1

F.16.4 D 2

F.16.5 D 2

F.16.6 D 2

F.16.7 D 2

F.17 FormsF.17.1 System shall have the ability to create, print, and store standard forms. M 1F.17.2 M 1

F.17.3 M 1

System shall have the ability to automatically assign a department code based on transaction type. Allow the flexibility to assign another department code, if the call was categorized incorrectly.

System shall have the ability to assign a division or district code to a transaction. Some departments have enhanced granularity by division or district.

System shall have the ability to assign a priority code, based on transaction type. The operator should be able to override a priority code assigned to a transaction.

System shall have the ability to categorize the call initiator. Most will be “citizen”, but external agencies may also initiate a request for service or report a problem.

System shall have the ability to categorize the type of contact. Type of contact would include phone call, U.S. Mail, E-mail, web entry, walk-in.System shall have the ability to categorize a call as invalid (does not require a response by the city).

System shall have the ability to automatically assign a unique tracking number for each request.System shall have the Ability to automatically assign a date and time stamp for each request.System shall have the ability to automatically record the person who processed the call, based on user ID.System shall have the ability to automatically determine duplicate requests by type, date range, and location using GIS data. This includes the ability to depict whether the duplicate request is open, closed, in the resolution process, etc.

System shall have the ability to maintain recurring requests that may be automatically entered into the system based on dates set up in the recurring request schedule.

System shall have the ability to count transactions, rather than store each call transaction taken during an extraordinary event that doesn’t require detailed information to be recorded.

System shall have the ability to establish thresholds that are defined by the user for the use of exception handling and audit trail purposes.

System shall have the ability to create, print, and store forms with areas that can be customized. System shall have the ability to store forms as a document type that is popular and easily recognized by most computer software (i.e. Word, Excel, PDF).


INFORMATION MANAGEMENTF.18 Knowledge-Base EngineF.18.1 M 1

F.18.2 M 1

F.18.2.1 Keyword search M 1F.18.2.2 Part of a keyword M 1F.18.2.3 Exact word search M 1F.18.2.4 Boolean search M 1F.18.2.5 Full text (i.e., but no rule-base) D 2F.18.2.6 Decision tree (i.e., but no rule-base) D 2F.18.2.7 D 2

F.18.3 D 2

F.18.3.1 General decision tree D 2F.18.3.2 General inference engine D 2F.18.3.3 CASE-based D 2F.18.3.4 Adaptive learning D 2F.18.3.5 Index filtering D 2F.18.4 System shall provide a search engine that supports the following capabilities: M 1

F.18.4.1 Present relevant hits before entire search is complete M 1F.18.4.2 Float the most relevant hits to the top in order of closest match M 1F.18.4.3 Allow the agent to launch another parallel search M 1F.18.4.4 Allow the agent to multitask and use the application to perform other work M 1

F.18.4.5 Use synonyms to improve search result D 2F.18.4.6 Use of a keyword glossary D 2F.18.5 System shall provide the following problem resolution capabilities: M 1F.18.5.1 Provide a list of standard problems M 1F.18.5.2 Provide a list of most frequently experienced problems M 1F.18.5.3 Provide a list of standard problem-solving actions M 1F.18.5.4 Provide a list of most frequently employed problem-solving actions M 1F.18.5.5 Suggest a list of problem-solving actions M 1F.18.5.6 Provide a list of required skills to resolve a problem D 2


D-esired)



functionality


price)



price)

System shall provide search mechanisms for identifying like solutions to a problemSystem shall provide search engines that encompass the following basic capabilities:

Bubble search (i.e., a relevancy search for most recently asked questions pertaining to similar subjects)

System shall provide search engines that encompass the following advanced capabilities:


D-esired)



functionality


price)



price)

F.18.6 D 2

F.18.6.1 Fill the inquiry record template with relevant data D 2F.18.6.2 D 2

F.18.6.3 Route the inquiry to the appropriate service agent or analyst D 2F.18.6.4 Population of the knowledge bases by agents D 2F.18.7 System shall populate and manage the knowledge base as follows:F.18.7.1 Only experts can populate and manage the knowledge base. M 1F.18.7.2 M 1

F.18.7.3 M 1

F.18.7.4 D 2F.18.7.5 D 2

F.18.7.6 D 2

F.18.7.6.1 Detection D 2F.18.7.6.2 Prevention D 2F.18.7.6.3 Reconciliation or merger D 2F.18.7.7 D 2

F.18.7.8 D 2

F.18.7.9 D 2

F.18.7.10 D 2

F.18.7.11 M 1

F.18.7.12 M 1

System shall provide a knowledge engine that supports the following automatic actions:

Provide a list of agents or specialists with the skills necessary to solve the problem

Service agents can populate the knowledge base only after expert verification or approval.Service agents can directly populate the knowledge base; experts then manage it.Knowledge base provides the means to automatically detect duplicate entries and notify an expert.Knowledge base provides the means to automatically detect similar entries and notify an expert.

System shall provide a knowledge-base engine that supports actions on duplicate database records representing the same person or organization, including:

System shall provide a knowledge engine that supplies the means for content management and retrieval of information residing on Web sources

System shall provide the ability to allow system administrators or other authorized personnel to update text-based reference, topic, and keyword information displayed on the information reference screen.

System shall provide the ability to provide flexible means to cross reference and search knowledge base information, including key words and phrases.

System shall provide the ability to view correlated topic information simultaneously.System shall provide the ability to index and store a series of questions (scripts) for each transaction type to assist operator/citizen communications.

System shall provide the ability to link to an external system to display knowledge engine information that is maintained by a City Agency or other jurisdiction.


D-esired)



functionality


price)



price)

F.18.7.13 M 1

F.18.7.14 M 1

F.19 Data Tracking of Specified Data Within a DatabaseF.19.1 System shall support the tracking of the following specified data: M 1F.19.1.1 Summary information M 1F.19.1.2 Inquiry ID (i.e., uniquely identifies the inquiry record) M 1F.19.1.3 Inquiry type (i.e., out of a predefined range) M 1F.19.1.4 Severity level or priority (i.e., out of a predefined range) M 1F.19.1.5 Source of inquiry, including: M 1F.19.1.6 Phone call M 1F.19.1.7 E-mail inquiry M 1F.19.1.8 Web inquiry (i.e., entered at a designated M 1F.19.1.9 Web site) M 1F.19.1.10 Fax inquiry M 1F.19.1.11 Live walk-in M 1F.19.1.12 Status (i.e., out of a predefined range) M 1F.19.1.13 Number of days since creation M 1F.19.1.14 Number of days since last customer touch M 1F.19.1.15 Due date and time M 1F.19.1.16 Total time spent working on inquiry M 1F.19.1.17 Total time spent by specific service agent or user M 1F.19.1.18 M 1

F.19.1.19 Relationship between inquiry, customers and organizations M 1F.19.1.20 Description (i.e., free-form data or notes section) M 1F.19.2 D 2

F.19.3 System shall enter and track action-related data including, but not limited to: M 1

F.19.3.1 Date of action M 1F.19.3.2 Time of action M 1F.19.3.3 Action type (i.e., out of predefined range), including: M 1F.19.3.4 Creation M 1F.19.3.5 Follow-up activity M 1F.19.3.6 Closure M 1

System shall provide the ability to import information already compiled in other formats into the knowledge engine.System shall support data input and maintenance of data in the knowledge base by users with disabilities in accordance with ADA guidelines.

Change data, inquiry history or audit trail (i.e., essentially, a log of all action data) (see below)

System shall include a snapshot of any customer information in the primary CRM window so users need not navigate to other windows to find key information


D-esired)



functionality


price)



price)

F.19.3.7 Reopening M 1F.19.3.8 Carbon copy (i.e., spin-off or notification) D 2F.19.3.9 Hand-off (i.e., ownership or responsibility transfer) D 2F.19.3.10 Suspension for a specified period of time D 2F.19.3.11 Service agent/user responsible for action M 1F.19.3.12 Time required for action M 1F.19.3.13 Action description (i.e., free-form data or notes section) M 1F.19.4 D 2

F.19.5 System shall enter and track service-related data including, but not limited to: M 1

F.19.5.1 Service information M 1F.19.5.2 Service family (if applicable) M 1F.19.5.3 Service name M 1F.19.5.4 Service category M 1F.19.5.5 Service type M 1F.19.5.6 Responsible Departments M 1F.19.5.7 Responsible Parties M 1F.19.6 M 1

F.19.7 M 1

F.19.7.1 Customer name M 1F.19.7.2 Customer contact position and title M 1F.19.7.3 Customer phone numbers (multiple) M 1F.19.7.4 Customer address (multiple) M 1F.19.7.5 M 1

F.19.8 M 1

F.19.9 System shall provide the ability to standardize address entry for consistency. M 1

F.19.10 M 1

F.19.11 M 1

F.19.12 M 1

System shall track the category of collateral already sent to a customer for a particular service event

System shall be able to assign if needed a unique customer identification codeSystem shall enter and track customer profile data including, but not limited to:

Customer address allowing up to three lines of address information, in addition to city, state/province, country and postal-zip code

System shall provide the ability to verify (flag) addresses or locations as City addresses or locations, where applicable.

System shall provide the ability to suggest or automatically change entries that do not conform to standards. System shall provide the ability to enforce the use standard abbreviations for roads (i.e. street, avenue, trail, etc.). System shall provide the ability to suggest street name spellings, if a possible incorrect spelling is detected.


D-esired)



functionality


price)



price)

F.19.13 M 1

F.19.14 M 1

F.19.15 D 2

F.19.15.1 Customer business 2 D 2F.19.15.2 Customer car D 2F.19.15.3 Customer home D 2F.19.15.4 Customer home 2 D 2F.19.15.5 Customer home fax D 2F.19.15.6 Customer email D 2F.19.15.7 Customer mobile D 2F.19.15.8 Customer pager D 2F.19.16 M 1F.19.16.1 Department/Organization name M 1F.19.16.2 Department/Organization address M 1F.19.16.3 M 1

F.19.16.4 Department/Organization contact information for primary contacts M 1F.19.16.5 Department/Organization contact information for secondary contacts M 1F.19.16.6 Department/Organization contact information for tertiary contacts D 2F.19.16.7 Department/Organization contact position and title D 2F.19.17 D 2

F.19.18 System shall accommodate unlimited number of telephone numbers D 2F.19.19 System shall accommodate unlimited number of fax machines D 2F.19.20 System shall accommodate unlimited number of mobile phones D 2F.19.21 D 2

F.19.22 D 2

F.19.23 System shall indicate which e-mail address is the primary e-mail address D 2F.19.24 System shall track current status of customer or trouble ticket M 1F.19.25 System shall indicate whether a trouble ticket is: M 1F.19.25.1 Active M 1F.19.25.2 Inactive M 1F.19.25.3 Escalated M 1F.19.25.4 Suspended M 1

System shall provide the ability to automatically fill zip code information, based on the address or location entered. System shall provide the ability to allow and validate partial address or location entry.

System shall have the ability to store information pertaining to the customer business including, but not limited to:

System shall enter and track departmental/organizational information including, but not limited to:

Department/Organization address allowing up to three lines of address information, in addition to city, state/province, country and postal-zip code

System shall accommodate unlimited number of telephone types (i.e., fax, mobile, toll-free or main number) within a department

System shall indicate which telephone number is the primary number for communicationSystem shall accommodate unlimited number of e-mail addresses for each department/organization


D-esired)



functionality


price)



price)

F.19.26 M 1

F.19.27 D 2

F.19.28 D 2

F.19.29 M 1

F.19.29.1 Agent or user profile M 1F.19.29.2 Agent or user name M 1F.19.29.3 Agent or user position M 1F.19.29.4 Agent or user department M 1F.19.29.5 Agent or user contact information (e.g., phone, e-mail or fax) M 1F.19.29.6 Agent or user skills M 1F.19.29.7 Agent or user availability M 1F.19.29.8 Total time spent by agent or user on all inquiries M 1F.19.29.9 Total time spent by agent or user on a specific inquiry M 1F.19.30 M 1

F.19.31 System shall generate general inquiry data including, but not limited to: M 1F.19.31.1 Tracking of total number of open inquiries M 1F.19.31.2 Total number of open inquiries, per department M 1F.19.31.3 Total number of open inquiries, per agent M 1F.19.31.4 Total number of open inquiries of type “x” (e.g., overdue) M 1F.19.31.5 Total number of open inquiries, per department M 1F.19.31.6 Total number of open inquiries, per agent M 1F.19.31.7 Tracking of total number of processed inquiries M 1F.19.31.8 Total number of inquiries processed per unit of time M 1F.19.31.9 Total number of inquiries processed per department M 1F.19.31.10 Total number of inquiries processed per agent M 1F.19.31.11 Response time statistics — overall M 1F.19.31.12 Response time statistics, per department M 1F.19.31.13 Response time statistics, per agent M 1F.20 Searching MechanismsF.20.1 M 1

F.20.2 System shall search for records using specified data, including: M 1

System shall indicate customer satisfaction based on feedback from follow-up call after inquiry is closed (e.g., satisfied or not satisfied).System shall link and track an unlimited number of external companies or individuals to an entity (e.g., consultant, reseller, retailer, wholesaler, accountant, systems integrator or contractor)

System shall link and unlink an individual record to a different department/organization recordSystem shall track CSS agent or user-related data including, but not limited to:

System shall indicate responsible external service provider partnerships (e.g. 2-1-1, 5-1-1, 7-1-1, 9-1-1)

System shall utilize search mechanisms and parameters for dynamic searching


D-esired)



functionality


price)



price)

F.20.2.1 Inquiry-related data including, but not limited to: M 1F.20.2.1.1 Inquiry ID (i.e., uniquely identifies the inquiry record) M 1F.20.2.1.2 Inquiry type (i.e., out of a predefined range) M 1F.20.2.1.3 Severity level or priority (i.e., out of a predefined range) M 1F.20.2.2 Source of inquiry, including, but not limited to: M 1F.20.2.2.1 Phone call M 1F.20.2.2.2 E-mail inquiry M 1F.20.2.2.3 Web inquiry (i.e., entered at a designated Web site) M 1F.20.2.2.4 Fax inquiry M 1F.20.2.2.5 Live walk-in M 1F.20.2.3 Status (i.e., out of a predefined range) M 1F.20.2.4 Number of days since creation M 1F.20.2.5 Due date and time M 1F.20.2.6 Total time spent working on inquiry M 1F.20.2.7 Total time spent by specific service agent or user M 1F.20.2.8 M 1

F.20.2.8.1 Relationship between inquiry, customers and organizations M 1F.20.2.8.2 Description (i.e., free-form data or notes section) M 1F.20.2.8.3 Action-related data: indicate if the application provides: M 1F.20.2.8.3.1 Date of action M 1F.20.2.8.3.2 Time of action M 1F.20.2.8.3.3 Action type (i.e., out of predefined range), including: M 1F.20.2.8.3.3.1 Creation M 1F.20.2.8.3.3.2 Follow-up M 1F.20.2.8.3.3.3 Closure M 1F.20.2.8.3.3.4 Reopening M 1F.20.2.8.3.3.5 Carbon copy (i.e., spin-off or notification) D 2F.20.2.8.3.3.6 Hand-off (i.e., ownership or responsibility transfer) D 2F.20.2.8.3.3.7 Suspension for a specified period of time D 2F.20.2.8.3.3.8 Service agent/user responsible for action D 2F.20.2.8.3.3.9 Time required for action D 2F.20.2.8.3.3.10 Action description (i.e., free-form data or notes section) D 2F.20.3 M 1

F.20.3.1 Type M 1F.20.3.2 Version M 1F.20.3.3 Responsible agent or department M 1

Change data, inquiry history or audit trail (i.e., essentially, a log of all “action data”) including, but not limited to:

System shall allow users to conduct searches based on service information, including, but not limited to:


D-esired)



functionality


price)



price)

F.20.4 M 1



F.20.5.2 Agent or user skills M 1F.20.5.3 Agent or user availability M 1F.20.5.4 Total time spent by agent or user on all inquiries M 1F.20.5.5 Total time spent by agent or user on a specific inquiry M 1F.20.6 M 1

F.20.6.1 Total number of open inquiries M 1F.20.6.1.1 Same as above, per department M 1F.20.6.1.2 Same as above, per agent M 1F.20.6.2 Total number of open inquiries of type “x” (e.g., overdue) M 1F.20.6.2.1 Same as above, per department M 1F.20.6.2.2 Same as above, per agent M 1F.20.6.3 Total number of inquiries processed per unit time M 1F.20.6.3.1 Same as above, per department M 1F.20.6.3.2 Same as above, per agent M 1F.20.6.4 Response time statistics — overall M 1F.20.6.4.1 Same as above, per department M 1F.20.6.4.2 Same as above, per agent M 1F.21 Sorting FunctionsF.21.1 M 1

F.21.1.1 Inquiry ID (i.e., uniquely identifies the inquiry record) M 1F.21.1.2 Inquiry type (i.e., out of a predefined range) M 1F.21.1.3 Severity level or priority (i.e., out of a predefined range) M 1F.21.1.4 Source of inquiry, including: M 1F.21.1.4.1 Phone call M 1F.21.1.4.2 E-mail inquiry M 1F.21.1.4.3 Web inquiry (i.e., entered at a designated Web site) M 1F.21.1.4.4 Fax inquiry M 1

System shall allow users to conduct searches based on customer-related data including, but not limited to:

System shall allow users to conduct searches based on CSS agent or user-related data including, but not limited to:

System shall allow users to conduct searches based on general data including, but not limited to:

System shall allow users to sort listed records by specified inquiry-related data including, but not limited to:


D-esired)



functionality


price)



price)

F.21.1.4.5 Live walk-in M 1F.21.1.4.6 Status (i.e., out of a predefined range) M 1F.21.1.4.7 Number of days since creation M 1F.21.1.4.8 Due date and time M 1F.21.1.4.9 Total time spent working on inquiry M 1F.21.1.4.10 Total time spent by specific service agent or user M 1F.21.1.4.11 D 2

F.21.1.4.12 Relationship between inquiry, customers and organizations D 2F.21.1.4.13 Description (i.e., free-form data or notes section) D 2F.21.2 M 1

F.21.2.1 Date of action M 1F.21.2.2 Time of action M 1F.21.2.3 Action type (i.e., out of predefined range), including: M 1F.21.2.3.1 Creation M 1F.21.2.3.2 Follow-up M 1F.21.2.3.3 Closure M 1F.21.2.3.4 Reopening M 1F.21.2.3.5 Carbon copy (i.e., spin-off or notification) M 1F.21.2.3.6 Hand-off (i.e., ownership or responsibility transfer) M 1F.21.2.3.7 Suspension for a specified period of time M 1F.21.2.3.8 Service agent or user responsible for action M 1F.21.2.3.9 Time required for action M 1F.21.2.3.10 Action description (i.e., free-form data or notes section) M 1F.21.3 M 1

F.21.3.1 Service information M 1F.21.3.2 Service type M 1F.21.3.3 Service name M 1F.21.3.4 Department responsible M 1F.21.4 System shall sort records on service information, including, but not limited to: M 1

F.21.4.1 Type M 1F.21.4.2 Version D 2F.21.4.3 Responsible agent or department D 2F.21.5 M 1

F.21.5.1 Customer profile: name, contact information, position or organization M 1

Change data, inquiry history and audit trail (i.e., essentially, a log of all “action data”)

System shall allow users to sort listed records by specified action-related data including, but not limited to:

System shall sort listed records by specified service-related data including, but not limited to:

System shall sort listed records by specified customer-related data including, but not limited to:


D-esired)



functionality


price)



price)

F.21.5.2 Organization profile: organization name, address, contacts or links M 1F.21.5.3 Contract information or service-level agreements M 1F.21.5.4 Customer entitlements M 1F.21.5.5 Customer contract value M 1F.21.5.6 Customer credit information M 1F.21.5.7 Customer satisfaction: from follow-up call after inquiry is closed M 1F.21.6 M 1

F.21.6.1 Agent or user profile: name, position and department, contact information M 1

F.21.6.2 Agent/user skills M 1F.21.6.3 Agent/user availability M 1F.21.6.4 Total time spent by agent or user on all inquiries M 1F.21.6.5 Total time spent by agent or user on a specific inquiry M 1F.21.7 M 1

F.21.7.1 Total number of open inquiries M 1F.21.7.2 Same as above, per department M 1F.21.7.3 Same as above, per agent M 1F.21.7.4 Total number of open inquiries of type “x” (e.g., overdue) M 1F.21.7.5 Same as above, per department M 1F.21.7.6 Same as above, per agent M 1F.21.7.7 Total number of inquiries processed per unit time M 1F.21.7.8 Same as above, per department M 1F.21.7.9 Same as above, per agent M 1F.21.7.10 Response time statistics — overall, per department, per agent. M 1F.21.8 M 1

F.21.9 System shall sort listed records by expected completion date D 2

System shall sort listed records by specified CSS or user-related data including, but not limited to:

System shall sort listed records by specified general data including, but not limited to:

System shall apply locks at the correct record level for update processing to ensure correct updating of the data


WEB SELF-SERVICEF.22 Web Self-Service CapabilitiesF.22.1 System shall provide self-service facilities that can be utilized over the Web M 1

F.22.2 D 2

F.22.3 System Account Review shall include the following: M 1F.22.3.1 M 1

F.22.3.2 M 1

F.22.3.3 M 1

F.22.4 System Trouble-Shooting shall include the following: M 1F.22.4.1 M 1

F.22.4.2 M 1

F.22.4.3 System shall track user's activity when they are attempting to resolve issues D 2

F.22.4.4 System shall route the subscriber to the call center D 2F.22.5 System Promotions of City and County Programs and Services shall include: D 2F.22.5.1 Ability present promotions via the Web self-service interface D 2F.22.6 System shall allow clients to use electronic services, including: M 1F.22.6.1 Create, change or delete a service request M 1F.22.6.2 All online and IVR transactions D 2F.22.6.3 Initiate a service call D 2F.22.6.4 Initiate a change order D 2F.22.6.5 Cancel a service call D 2F.22.6.6 Request service suspension D 2F.22.7 System shall download all forms and manuals D 2F.22.8 System Personal Profiles shall include: D 2F.22.8.1 D 2

F.22.9 System shall allow clients to update or keep current the following via the Web: D 2

F.22.9.1 Call history and status of any outstanding requests with the organization D 2


D-esired)



functionality


price)



price)

System shall support the presentation of information through a limitless number of Web links accessible to self-selected customers

System shall allow clients to review the status of a service request or their service request historySystem shall allow clients to access service requests by using a Request ID or a personal account number created on an opt-in basisSystem shall provide a fully automated system for assisting clients with creating an optional account id and password or discovering lost or forgotten log in information

System shall allow customers to trouble-shoot issues with services via a Web siteSystem shall provide a trouble-shooting guide on the Web site that is interactive and intuitive

Ability for clients to develop personal profiles that are accessible to the organization


D-esired)



functionality


price)



price)

F.22.9.2 Demographic information D 2F.22.9.3 Hobbies, interests or lifestyle preferences D 2F.22.10 System shall allow other members of a household to develop a profile D 2F.22.11 System shall design and broadcast promotions that appeal to specific profiles D 2

F.22.12 D 2

F.22.13 D 2

F.22.14 D 2

F.22.15 D 2

F.22.16 System shall have customer records carried through to a new address D 2F.22.17 D 2

F.22.18 D 2

F.22.19 D 2

F.22.20 D 2

F.22.21 D 2

F.22.22 D 2

F.22.23 D 2

F.22.24 D 2

F.22.25 D 2

System shall allow subscribers to change geographic location of receipt of services System shall allow subscribers to change the address where services would be received without human interventionSystem shall allow customers to confirm that a new address has access to services via a Web siteSystem shall allow customers to register a change of address and automatically receive e-mail confirmations

System shall have the ability to provide a public web site with a single entry point that will be accessed from the city's home page.System shall have the Ability for the public web site to allow the citizen to enter a word or phrase to navigate to the correct link, or view a list of departments.

System shall have the ability for the public web site to interface to the CRM tool’s database and route the transaction to the appropriate department.

System shall have the ability for the public web site to provide instructions for non-English speaking individuals.System shall have the ability to tailor the web entry forms for public use to a subset of transactions used by the city. The client will determine which transactions are available for public web reporting.

System shall have the ability for web entry forms for the public to use the same business-defined editing rules as transactions entered by a city operator.

System shall have the ability to post web entries as real-time transactions to the CRM database. System shall have the ability to validate data and automate processes within the web entry forms to assist customer self-services access.System shall have the ability to integrate web entry forms with multi-queue workflow.


CONTACT CENTER MANAGEMENTF.23 Alerts and NotificationsF.23.1 M 1

F.23.2 M 1

F.23.2.1 Inquiry ID (i.e., uniquely identifies the inquiry record) M 1F.23.2.2 Inquiry type (i.e., out of a predefined range) M 1F.23.2.3 Severity level or priority (i.e., out of a predefined range) M 1F.23.2.4 Status (i.e., out of a predefined range) M 1F.23.2.5 Number of days since creation M 1F.23.2.6 Due date and time M 1F.23.2.7 Total time spent working on inquiry M 1F.23.2.8 Total time spent by specific service agent or user M 1F.23.2.9 Relationship between inquiry, customers and organizations D 2F.23.3 M 1

F.23.3.1 Date and time of action M 1F.23.3.2 Action type (i.e., out of predefined range). M 1F.23.3.3 Examples include creation, closure, spin-off, hand-off or call M 1F.23.3.4 Service agent or user responsible for action M 1F.23.3.5 Time required for action M 1F.23.3.6 Action description (i.e., free form data or notes section) D 2F.23.4 M 1

F.23.4.1 Service information M 1F.23.4.2 Service type M 1F.23.4.3 Service name M 1F.23.4.4 Department responsible (allow for internal and external City agencies) M 1F.23.5 M 1

F.23.5.1 Customer profile: name, contact information, position or organization M 1F.23.5.2 Organization profile: organization name, address, contacts or links M 1F.23.5.3 Customer satisfaction: from follow-up call after inquiry is closed D 2F.23.6 M 1


D-esired)



functionality


price)



price)

System shall automatically alert or notify an agent or supervisor after certain thresholds have been metSystem shall automatically alert or notify an agent or supervisor when specified inquiry-related data meet certain conditions, including, but not limited to the following:

System shall automatically alert or notify an agent or supervisor when specified action-related data meet certain conditions, including, but not limited to the following:

System shall automatically alert or notify an agent or supervisor when specified service-related data meet certain conditions, including, but not limited to the following:

System shall automatically alert or notify an agent or supervisor when specified customer-related data meet certain conditions, including, but not limited to the following:

System shall automatically alert or notify an agent or supervisor when specified CSS agent or user-related data meet certain conditions, including, but not limited to the following:


D-esired)



functionality


price)



price)

F.23.6.1 Agent or user profile: name, position, department, contact information M 1F.23.6.2 Agent or user skills D 2F.23.6.3 Agent or user availability M 1F.23.6.4 Total time spent by agent or user on all inquiries M 1F.23.6.5 Total time spent by agent or user on a specific inquiry M 1F.23.7 M 1

F.23.7.1 Total number of open inquiries M 1F.23.7.2 Same as above, per department M 1F.23.7.3 Same as above, per agent M 1F.23.7.4 Total number of open inquiries of type “x” (e.g., overdue) M 1F.23.7.5 Same as above, per department M 1F.23.7.6 Same as above, per agent M 1F.24 Escalation Capabilities for Services ActivitiesF.24.1 M 1

F.24.2 System shall provide functionality for escalation management M 1F.24.3 M 1

F.24.4 System shall support prioritization of activities M 1F.24.5 System shall conduct an audit of all outstanding issues M 1F.24.6 M 1

F.24.7 System shall invoke a specific activity or procedure on demand by agents M 1F.24.8 M 1

F.24.9 System shall automatically escalate overdue issues M 1F.24.10 M 1

F.24.11 System shall escalate issues to enforce accountabilities and resolution M 1F.24.12 System shall highlight overdue events using a traffic-light system (or similar) M 1

F.24.13 M 1

F.24.14 System shall provide the following escalation capabilities: M 1F.24.14.1 Manual hand-off of an individual inquiry to individual service agent M 1F.24.14.2 Manual hand-off of an individual inquiry to multiple service agents M 1F.24.14.3 Manual hand-off of multiple inquiries to individual service agents M 1F.24.14.4 Manual hand-off of multiple inquiries to multiple service agents M 1

System shall automatically alert or notify an agent or supervisor when specified general data meet certain conditions, including, but not limited to the following:

System shall provide functions for executing user follow up and accountability activities

System shall define sets of activities or procedures for specified categories of service requests

System shall automatically invoke a specific activity or procedure as a result of a predefined event

System shall allow thresholds to be defined based on business process rules that initiate events when exceeded

System shall automatically escalate inquiries defined as representing repeated complaints

System shall define activities that require authorization based on business process rules


D-esired)



functionality


price)



price)

F.24.14.5 D 2

F.24.14.6 Manual carbon copy of an individual inquiry to multiple service agents D 2F.24.14.7 Manual carbon copy of multiple inquiries to individual service agents D 2F.24.14.8 Manual carbon copy of multiple inquiries to multiple service agents D 2F.24.14.9 Automatic hand-off of an individual inquiry by customer or account D 2F.24.14.10 Automatic hand-off by problem type D 2F.24.14.11 Automatic hand-off by status D 2F.24.14.12 Automatic hand-off by severity level D 2F.24.14.13 Automatic hand-off by date and time (i.e., calendar routing) D 2F.24.14.14 Automatic hand-off according to agent or analyst availability D 2F.24.14.15 Automatic hand-off by other criteria D 2F.24.14.16 D 2

F.24.14.17 Automatic carbon copy by problem type D 2F.24.14.18 Automatic carbon copy by status D 2F.24.14.19 Automatic carbon copy by severity level D 2F.24.14.20 Automatic carbon copy generated by date and time (i.e., calendar routing) D 2

F.24.14.21 Automatic carbon copy generated according to agent or analyst availability D 2

F.24.14.22 Automatic hand-off by other criteria D 2F.24.14.23 Automatic notification of hand-offs to all agents or analysts involved D 2F.24.14.24 D 2

F.24.14.25 D 2

F.24.14.26 Automatically increase severity level when open time exceeds a threshold D 2

F.24.14.27 D 2

F.25 Workflow AssignmentF.25.1 System shall provide a workflow engine or work-routing capabilities M 1F.25.2 System shall create and manage administrative workgroups M 1F.25.3 M 1

F.25.4 System shall assign work to external parties or subcontractors M 1F.25.5 System shall provide the following inquiry assignment capabilities: M 1F.25.5.1 Manual assignment of an inquiry to a particular agent or specialist M 1F.25.5.2 Automatic assignment by customer or account M 1F.25.5.3 Automatic assignment by problem type M 1

Manual carbon copy (i.e., copy in appropriate peers or managers) of an individual inquiry to individual service agent

Automatic carbon copy (i.e., copy in appropriate peers or managers) of an individual inquiry by customer or account

Automatic end-of-shift routing (i.e., to avoid inquiries being left in limbo when a shift ends)Automatically increase severity level when number of inquiries per agent exceeds a threshold

Automatically change the severity level when user-defined criteria are satisfied

System shall assign work to different groups or service agents for resolution, and maintain listing of assignments


D-esired)



functionality


price)



price)

F.25.5.4 Automatic assignment by status M 1F.25.5.5 Automatic assignment by severity level M 1F.25.5.6 Automatic assignment by date and time (i.e., calendar routing) M 1F.25.5.7 Automatic assignment according to agent or analyst availability M 1F.25.5.8 Skills database for agents or specialist D 2F.25.6 D 2

F.25.7 D 2

F.25.8 D 2

F.25.9 D 2

F.25.10 System shall flag excessive reassignment of inquiry records D 2F.25.11 System shall flag excessive number of inquiries per agent D 2F.25.12 System shall provide the following additional workflow related capabilities: D 2

F.25.12.1 Internal messaging between service agents D 2F.25.12.2 Internet messaging with non-service agents D 2F.25.12.3 Staff modeling D 2F.25.12.4 Project management D 2F.26

F.26.1 System shall support quality assurance records. M 1F.26.2 System shall create quality assurance records derived from incident reports. M 1

F.26.3 M 1

F.26.3.1 Incident description M 1F.26.3.2 Priority M 1F.26.3.3 Current status M 1F.26.3.4 Service(s) involved M 1F.26.3.5 Source of record M 1F.26.3.6 Source of problem or incident M 1F.26.3.7 Type of problem M 1F.26.3.8 Agent assigned to resolve incident M 1F.26.4 System shall track service incidents M 1F.26.5 System shall track corrective actions or resolution of service incidents M 1F.26.6 System shall prioritize resolution of service incidents M 1F.26.7 System shall prioritize resolution of service incidents by customer type M 1

System shall suggest best agent for an inquiry according to agent or analyst skillsSystem shall automatically assign best agent according to agent or specialist skillsSystem shall support reassignment of work to another agent or group of service agents when an agent is absent (e.g., sick, out to lunch, late to work or prematurely departed)

System shall flag and alert if more than one service agent is working on a particular inquiry

Quality Assurance/View/Search/Sort Capabilities — Workload Review Capabilities

System shall create and maintain quality assurance records encompassing the following:


D-esired)



functionality


price)



price)

F.26.8 System shall prioritize resolution of service incidents by account history M 1F.26.9 System shall track change requests M 1F.26.10 System shall track change requests by customer M 1F.26.11 M 1

F.26.12 M 1

F.26.13 System shall link a quality assurance record to multiple customers M 1F.26.14 System shall link a quality assurance record to service issues M 1F.26.15 M 1

F.26.16 D 2

F.26.17 D 2

F.26.18 System shall manage complaints and the following related activities: M 1F.26.18.1 Follow-up M 1F.26.18.2 Allocation and tracking of complaints to external parties M 1F.26.18.3 Recognition M 1F.26.18.4 Quality M 1F.26.18.5 Escalation M 1F.26.18.6 Reasons M 1F.26.18.7 Tasks M 1F.26.18.8 Actions M 1F.26.18.9 Resolutions M 1F.26.18.10 Satisfaction levels M 1F.26.18.11 Letters or correspondence M 1F.26.19 M 1

F.26.20 System shall register and review follow-up activity M 1F.26.21 D 2

F.26.22 D 2

F.26.23 M 1

F.26.24 M 1

System shall link quality assurance records to customers who reported problemsSystem shall link quality assurance record with specific support or service incidents

System shall provide unlimited user-defined fields for tracking information pertinent to quality assuranceSystem shall permit unlimited entry of comments regarding the problem and correctionSystem shall permit use of multi-level resolution code(s) for different departments

System shall allow service agents to review personal workloads at any point in time

System shall allow service agents the flexibility to select for review any combination of opened, closed or new recordsSystem shall allow different views of inquiries to be visible to all agents depending on their position in the organizationSystem shall allow a supervisor to review the workload of an individual service agentSystem shall allow a supervisor to review the workload of an entire team or group of service agents


Work Order ManagementF.27 GeneralF.27.1 M 1

F.27.2 M 1

F.27.3 M 1

F.27.4 M 1

F.27.5 System shall provide the ability to provide a history of work order routing M 1F.27.6 M 1

F.27.7 M 1

F.27.8 M 1

F.27.9 M 1

F.27.10 M 1

F.27.11 M 1

F.27.12 M 1

F.27.13 D 2

F.27.14 D 2

F.27.15 D 2

F.27.16 System shall provide the ability to copy a work order to create a new one. D 2F.27.17 D 2

F.27.18 M 1

F.27.19 M 1

F.27.20 M 1

F.27.21 M 1

F.27.22 System shall provide the ability to print, email or fax work orders. M 1


D-esired)


low)


functionality


price)



price)

System shall provide the ability to establish “work queues” for each department for routing of requests.System shall provide the ability to automatically route the individual service request to the responsible department upon the completion of the information collection process.

System shall provide the ability to route a request to other department(s) during the life cycle of the request.System shall provide the ability to record the date, time and person who assigned or transferred a request to a department.

System shall provide the ability to change a service request type and re-route or transfer to a different departmentSystem shall provide the ability to provide flexible and on demand sorting of the work queue by fields such as transaction type, date, and priority.System shall provide the ability to reference and track multiple work orders by project/event, type, category/classification (trade), or area.System shall provide the ability to dynamically refresh the work queue display as new requests are routed and received.System shall provide the ability to designate or flag as requests as new requests. System shall provide the ability to view any work orders or portions of work orders assigned to any department. System shall provide the ability to preview work orders that may be automatically generated by the system. System shall provide the ability to selectively generate work order(s) that relate to a request (transaction) entered into the CRM database.System shall provide the ability to generate work order(s) that automatically create a request (transaction) into the CRM database.System shall provide the ability to generate work orders for cyclical and non-cyclical preventive or corrective maintenance schedules (date or counter tables) based on user-defined criteria (i.e. daily, weekly, monthly, etc.)

System shall provide the ability to customize the appearance and content of a work order.System shall provide the ability to create templates for work orders and service requests based on type of work.System shall provide the ability to record the person who issued or updated the work order, based on user ID.System shall provide the ability to issue multiple work orders per transaction (request).System shall provide the ability to assign multiple departments to one work order.


D-esired)


low)


functionality


price)



price)

F.27.23 M 1

F.27.24 M 1

F.27.25 M 1

F.27.26 M 1

F.27.27 D 2

F.27.28 M 1

F.27.29 D 2

F.27.30 D 2

F.27.31 M 1

F.27.32 M 1

F.27.33 M 1

F.27.34 M 1

F.27.35 M 1

F.27.36 M 1

F.27.37 D 2

F.27.38 M 1

F.27.39 M 1

F.27.40 D 2

F.27.41 D 2

F.27.42 D 2

F.27.43 D 2

System shall provide the ability to automatically or manually assign staff, inspectors, or work crews by department or work division area (geographic).

System shall provide the ability to itemize and prioritize all activities within a work order.System shall provide the ability to change the priority of an existing work order, or line item on a work order (i.e., standard to emergency).System shall provide the ability to capture status dates such as receipt, assignment/approval, effective/start, projected/targeted start, projected time interval, expected completion, suspense, resume, completed and/or close dates based on user-defined parameters.

System shall provide the ability to assign time intervals itemizing a task or event within a work order as prescribed by user.System shall provide the ability to manually or automatically send an email alert for past due work order activities.System shall provide the ability to generate a pop-up window to capture and view images associated with a work order.System shall provide the ability to list equipment and materials that will be used to complete the work order.System shall provide the ability to assign status codes to work orders and work order tasks.System shall provide the ability to define valid status codes by work order type.System shall provide the ability to suspend (interrupt) and resume work order by an authorized user.System shall provide the ability to assign a status reason code or classify a work order status, such as “closed – satisfied with work results” or “re-opened – adjustments needed”.

System shall provide the ability to recognize a work order as closed when the completion and finalization criteria have been met.System shall provide the ability to identify service requests that are eligible for close based on the status of the work order.System shall provide the ability to automatically close a service request based on work order activity completion for routine requests.System shall provide the ability to enter notes on a work order that will describe actions taken by the city crew. Notes will be free form text entry that is unlimited in length.

System shall provide the ability to identify relevant project and cost data for related work ordersSystem shall provide the ability to itemize and track expenses for work orders by type of cost (i.e. materials, labor, contract, etc.).System shall provide the ability to interface work order costs to city billing systems.System shall provide the ability to generate a TO DO list for resolution activity work orders assigned to a specific staff member or work crew/group.

System shall provide the ability to cross-reference work orders to location data and/or any related assets


D-esired)


low)


functionality


price)



price)

F.27.44 D 2

F.27.45 D 2

F.27.46 D 2

F.27.47 D 2

F.27.48 D 2

F.27.49 M 1

F.27.50 M 1

F.27.51 D 2

F.27.52 M 1

System shall provide the ability to automatically create work orders from Work Breakdown Structure (WBS) activities and/or work plan activities (i.e. preventative or corrective maintenance or inspections) as prescribed by user

System shall provide the ability to create work orders for preventive and ad-hoc maintenance of fixed and moveable assetsSystem shall provide the ability to produce work orders under a task(s) schedule and bill independently of each other (by percentage, milestones, progress, etc.)

System shall provide the ability to cross-reference all work orders to an asset or associate an asset to all work ordersSystem shall provide the ability to generate multiple work orders from a specific or group of tasks scheduled and processed independently of each other or as a cluster for a specific or multiple items

System shall provide the ability to group or cluster work orders by most efficient routing (manually, geographically)System shall provide the ability to trigger events as a result of a particular condition (failure)System shall provide the ability to query records and mass re-assign them to a specific group member on the allowable staff listSystem shall provide the ability to capture activity specific information for each activity location


GISF.28 GeneralF.28.1 M 1

F.28.2 System shall provide the ability to import GIS data M 1F.28.3 M 1

F.28.4 D 2

F.28.5 D 2

F.28.6 D 2

F.28.7 System shall provide the ability to zoom in, zoom out, and pan a map images D 2

F.28.8 D 2

F.28.9 D 2

F.28.10 System shall provide the ability to group by any combination of the following: D 2

F.28.10.1 User defined boundaries (ward, district, precinct) D 2F.28.10.2 Service request types D 2F.28.10.3 Status D 2F.28.10.4 Priority D 2F.28.10.5 Department D 2F.28.10.6 Name of the individual requesting the service D 2F.28.10.7 Location D 2F.28.10.8 Work crews and proximity to specific locations or functions (block events) D 2

F.28.10.9 Condition of assets D 2F.28.11 D 2

F.28.12 D 2

F.28.13 D 2


D-esired)



functionality


price)



price)

System shall provide the ability to view a service request location on a map in an associated window if the location is validated against GIS

System shall provide the ability to access GIS data from the intake, resolution, or query functions System shall provide the ability to display GIS attribute by unique entity or rangesSystem shall provide the ability to query from the mapping screen itself using a simple drawing tool or by pre-selected query of a GIS layer based on its attribute information

System shall provide the ability to perform basic map viewing functions including display, query, and analyze dynamic map data in the CRM-WOM map display window

System shall provide the ability to locate, link and/or attach GIS maps / overlays or images to a customer service request as prescribed by the user

System shall provide the ability to directly connect calls, services requests, and work orders to assets, which are stored in GIS (e.g., street centerlines, poles, and intersections)

System shall provide the ability to enter a request via the Internet or Intranet allowing the requestor to specify the location of the incident on a map

System shall provide the ability to access GIS and other asset or location (building, sidewalk, intersection) from a remote device (wireless or synchronization)

System shall provide the ability to pinpoint location of service call on a map, by address matching to a street centerline or a parcel base and then fine tuning the location using map features (addresses matching to street centerline and parcel base must both be available in the software)


D-esired)



functionality


price)



price)

F.28.14 D 3

F.28.15 D 2

F.28.16 D 2

F.28.17 D 2

F.28.18 D 2

F.28.19 D 2

F.28.20 D 2

F.28.21 D 2

F.28.22 D 3

F.28.23 D 3

F.28.24 D 2

F.28.25 System shall provide the ability to display maps online D 2F.28.26 D 2

F.28.27 D 2

F.28.28 D 2

F.28.29 System shall provide the ability to print maps. D 2F.28.30 D 2

System shall provide the ability to establish multiple maps based on hierarchical levels of mapping to any/all processes and when viewing work orders

System shall provide the ability to identify and query nearby requests on a map which are coded by service request from call center, request for service and/or work order views

System shall provide the ability to select map object and display features on a map and display data associated with calls, service requests and/or work orders along with any data attributes associated with GIS

System shall provide the ability to view open requests via a GIS display for all work orders, symbolized by one or more attributesSystem shall provide the ability to use GIS mapping to assist CSR’s in identifying related calls, by displaying related calls or events, by displaying relative information on a map coded by user defined criteria

System shall provide the ability to predefine the map extent at which each layer is visible on the display (e.g., street names, parcels, service requests, work orders)

System shall provide the ability to use GIS mapping to assist managers to consolidate service request and organize work crewsSystem shall provide the ability to generate/incorporate a map directly from the GIS and attach, print or plot it to a service request or work order record

System shall provide the ability to update reference inventory and/or assets on a GIS data layer as prescribed by specific task(s), including the ability by authorized personnel to edit the GIS data layers containing the assets.

System shall provide the ability to display history of asset maintenance on a map, by either single or multiple asset typesSystem shall provide the ability to map GIS data (e.g., centerline or parcels) using one or more attributes from an external table

System shall provide the ability for users to start and define the query in the CRM map window by either selecting a pre-defined geo-area or selecting an area by drawing a polygon

System shall provide the ability for users to modify scale, size and print maps generated from the CRM application to display service request query result locations

System shall provide the ability for users to query service requests previously entered into the system using various selection criteria and see the query result locations on a map

System shall provide the ability to upload and display topographical or aerial maps to help city personnel locate and understand the nature of a request.


D-esired)



functionality


price)



price)


ANALYSIS AND REPORTINGF.29 GeneralF.29.1 M 1

F.29.2 M 1

F.29.3 M 1

F.29.4 M 1

F.29.5 System shall have the ability to define reporting access on multiple levels. M 1F.29.6 M 1

F.29.7 D 2

F.29.8 M 1

F.29.9 M 1

F.29.10 D 2

F.29.11 M 1

F.29.12 M 1

F.29.13 M 1

F.29.14 M 1

F.29.15 M 1

F.29.16 M 1

F.29.17 M 1

F.29.18 M 1

F.29.19 D 2


D-esired)



functionality


price)



price)

System shall have the ability to view reports online and print preview (printer friendly).System shall have the ability to create, modify, save, and distribute standard reports.System shall have the ability to create, modify, save, and distribute ad hoc reports.System shall have the ability to print and distribute reports remotely, locally and at the agency, department and central location.

System shall have the ability to distribute reports manually, by fax, and electronically (email).System shall have the ability to forward reports, letters or messages via email to an individual or group of individuals.System shall have the ability to regenerate/reprint a report that was previously generated.System shall have the ability to provide enterprise-wide reporting capability showing performance across all departments that utilizes it.System shall have the ability to forecast and perform what-if scenarios based on historical, current and projected data.System shall have the ability to create statistical reporting, including analysis of actual versus planned activity.System shall have the ability to provide statistical reports that show a detailed snapshot across various performance measures during the time period selected.

System shall have the ability to provide daily transaction counts for various transaction types and by one or many districts.System shall have the ability to report requests by origin, such as in person, email, phone, fax, or web.System shall have the ability to provide an Ad hoc reporting facility that will allow parameter driven selection, ascending or descending sorting of specified fields, and conditional logic.

System shall have the ability to create report based upon user defined grouping criteria (i.e., geography, chronology, and type of work).System shall have the ability to incorporate text and/or images (GIS information or pictures) within a report.System shall have the ability to incorporate maps into reports of analytical data.System shall have the ability to produce tabular reports based on user defined criteria.


D-esired)



functionality


price)



price)

F.29.20 D 2

F.29.21 M 1

F.29.22 D 2

F.29.23 M 1

F.29.24 M 1

F.29.25 M 1

F.29.26 D 2

F.29.27 System shall have the ability to add notes electronically to reports. D 2F.29.28 System shall have the ability to easily generate query logic. D 2F.29.29 M 1

F.29.30 M 1

F.29.31 M 1

F.29.32 M 1

F.29.33 System shall have the ability to produce reports using wizards or templates. M 1

F.29.34 M 1

F.29.35 M 1

F.29.36 M 1

F.29.37 M 1

F.29.38 M 1

System shall have the ability to create status reports based on user defined criteria.System shall have the ability to include statistical charts and graphs on the reports.System shall have the ability to generate reports with computed fields (i.e. variances, percentage and statistics).System shall have the ability to aggregate data into hourly, daily, monthly and annual statistics.System shall have the ability for users to define the time interval for a report (daily, month-to-date, month end, quarterly, year-to-date, and annually).

System shall have the ability to include summary and detail data on a report containing service request number, type, location, input data, area, status, group name, and comments.

System shall have the ability to group reporting data by any field with subtotaling and sort orders.

System shall have the ability to search the database for transactions that include specified keywords or phrases.System shall have the ability to search the database for transactions that fall within user specified parameters or user specified conditional logic (and/or).

System shall have the ability to isolate and report requests that involve fees or other financial information.System shall have the ability for report data to be formatted and exported to Microsoft Office products such as Word and Excel.

System shall have the ability to provide management reporting for service request and work order management counts in tabular and graphical reports.

System shall have the ability to print requests, complete with all information associated with the requests, including history, work orders, and notes.

System shall have the ability to report requests by type, status, location, date/time, department, priority, and other user defined fields.System shall have the ability to print work orders, complete with all information associated with work orders, including history and notes.System shall have the ability to report work orders by type, status, location, date/time, department, priority, and other user defined fields.


D-esired)



functionality


price)



price)

F.29.39 M 1

F.29.40 M 1

F.29.41 M 1

F.29.42 M 1

F.30 Service Activities ReportingF.30.1 M 1

F.30.2 M 1

F.30.2.1 Inquiry ID (i.e., uniquely identifies the inquiry record) M 1F.30.2.2 Inquiry type (i.e., out of a predefined range) M 1F.30.2.3 Severity level or priority (i.e., out of a predefined range) M 1F.30.2.4 Status (i.e., out of a predefined range) M 1F.30.2.5 Number of days since creation M 1F.30.2.6 Due date and time M 1F.30.2.7 Total time spent working on inquiry M 1F.30.2.8 Total time spent by specific service agent or user M 1F.30.3 M 1

F.30.3.1 Relationship between inquiry, customers and organizations M 1F.30.3.2 Description (i.e., free-form data or notes section) M 1F.30.4 System shall report on action-related data including, but not limited to: M 1F.30.4.1 Date and time of action M 1F.30.4.2 Action type (i.e., out of predefined range). M 1F.30.4.3 Examples are creation, closure, alert, handoff or call M 1F.30.4.4 Service agent or user responsible for action M 1F.30.4.5 Time required for action M 1F.30.4.6 Action description (i.e., free-form data or notes section) M 1F.30.4.7 Collateral sent to a customer in response to a service event D 2F.30.5 System shall report on service-related data including, but not limited to: M 1F.30.5.1 Reporting on inquiries for service information M 1F.30.6 M 1

F.30.6.1 Customer profile: name, contact information, position or organization M 1

System shall have the ability to set service level agreements that can be measured.System shall have the ability to create report that show escalated issues, according to customizable procedures (i.e., missed targets).System shall have the ability to report analysis of service levels to help pinpoint problem areas based on schedule delays and missed completion dates using dates and statuses of requests and work orders.

System shall have the ability to create and report an audit trail for all data changes (for example, date and time stamp, user name, from/to values, attachment of documents).

System shall natively service reporting capabilities. (Natively means the reports are directly and automatically generated from the application or a seamlessly integrated component of the application suite without requiring any customization.)

System shall support the native production of reports based on the following inquiry-related data:

System shall change data, inquiry history and audit trail (i.e., essentially, a log of all action data)

System shall report on customer-related data where possible including, but not limited to:


D-esired)



functionality


price)



price)

F.30.6.2 Organization profile: organization name, addresses contacts or links M 1F.30.6.3 Service outcome M 1F.30.6.4 Customer satisfaction (i.e., from follow-up call after inquiry is closed) D 2F.30.7 System shall report on CSS agent-related data including, but not limited to: M 1

F.30.7.1 Service agent profile: name, position, department and contact information M 1

F.30.7.2 Service agent skills M 1F.30.7.3 Service agent availability M 1F.30.7.4 Total time spent by agent or user on all inquiries M 1F.30.7.5 Total time spent by agent or user on a specific inquiry M 1F.31 Service Inquiry Statistics on Call Center PerformanceF.31.1 M 1

F.31.1.1 Grade of service overall D 2F.31.1.2 Average handling time M 1F.31.1.3 Abandonment rate M 1F.31.2 D 2

F.31.3 D 2

F.31.4 D 2

F.31.5 D 2

F.31.6 D 2

F.31.7 System shall support reporting on inquiry-related statistics, including: M 1F.31.7.1 Total number of open inquiries M 1F.31.7.2 Total number of open inquiries, per department M 1F.31.7.3 Total number of open inquiries, per agent M 1F.31.7.4 M 1

F.31.7.5 M 1

F.31.7.6 M 1

F.31.7.7 Total number of inquiries processed per unit time M 1F.31.7.8 Total number of inquiries processed per unit time, per department M 1F.31.7.9 Total number of inquiries processed per unit time, per agent M 1F.31.7.10 Overall response time statistics M 1F.31.7.11 Overall response time statistics, per department M 1

System shall support key performance indicators for call center activities stored and tracked in real-time at the desktop, including:

System shall support different evaluation models based on call type and average handling time System shall allow call type to be broken down into specified tasks with average handling times calculated at this levelSystem shall allow all data stored in the call model to be used to analyze performance of personnelSystem shall allow targets and actuals to be stored for different time intervals (i.e., weekly, monthly, yearly and accessible in real-time)System shall capture statistics on each inquiry's lifetime in the system real-time and historically?

Total number of open inquiries of type “x” (e.g., overdue, urgent or cancelled)Total number of open inquiries of type “x” (e.g., overdue, urgent or cancelled), per departmentTotal number of open inquiries of type “x” (e.g., overdue, urgent or cancelled), per agent


D-esired)



functionality


price)



price)

F.31.7.12 Overall response time statistics, per agent M 1F.31.7.13 Average response time statistics M 1F.31.7.14 Average response time statistics, per department M 1F.31.7.15 Average response time statistics, per agent M 1F.31.8 M 1F.31.8.1 Average elapsed time per inquiry M 1F.31.8.2 Maximum elapsed time per inquiry M 1F.31.8.3 Minimum elapsed time per inquiry M 1F.31.8.4 Percentage of inquiries closed within a specified period of time M 1F.31.8.5 Percentage of inquiries escalated or handed off M 1F.31.8.6 Total number of inquiries handled hourly M 1F.31.8.7 Total number of inquiries handled daily M 1F.31.8.8 Total number of inquiries handled weekly M 1F.31.8.9 Total number of inquiries handled monthly M 1F.31.8.10 Average number of inquiries handled hourly M 1F.31.8.11 Average number of inquiries handled daily M 1F.31.8.12 Average number of inquiries handled weekly M 1F.31.8.13 Average number of inquiries handled monthly M 1F.31.9 System shall provide statistics pertaining to organizational performance: M 1F.31.9.1 Percentage of calls closed within specified parameters M 1F.31.9.2 Percentage of calls closed within specified periods of time M 1F.31.9.3 M 1

F.31.9.4 Total number of inquiries handled hourly per department M 1F.31.9.5 Total number of inquiries handled daily per department M 1F.31.9.6 Total number of inquiries handled weekly per department M 1F.31.9.7 Total number of inquiries handled monthly per department M 1F.31.9.8 Average number of inquiries handled hourly per department M 1F.31.9.9 Average number of inquiries handled daily per department M 1F.31.9.10 Average number of inquiries handled weekly per department M 1F.31.9.11 Average number of inquiries handled monthly per department M 1F.31.10 D 2

F.31.11 System shall support analysis of quality assurance records to identify trends D 2

F.31.12 System shall track and generate reports on common complaints M 1F.31.13 D 2

F.31.14 D 2

System shall provide performance statistics on a per agent basis, including, but not limited to the following:

Percentage of calls closed within specified time parameter per designated tier

System shall automatically calculate the total cost to the customer associated with an inquiry (i.e., from total time spent, hourly rates or cost of parts)

System shall report on the number of inquiries satisfied by the initial support tierSystem shall report on the number of inquiries that were satisfied by additional support tiers


D-esired)



functionality


price)



price)

F.31.15 M 1

F.31.16 System shall allow reopened records to be reported on separately D 2F.31.17 D 2

F.31.18 M 1

F.31.18.1 Track resources invested in resolving incidents M 1F.31.18.2 Track work assignments associated with resolving incidents M 1F.31.18.3 Track period of time required for resolving incidents M 1F.31.18.4 Track resources invested in implementing enhancement request M 1F.31.18.5 D 2

F.31.18.6 Track period of time required for implementing enhancement request D 2F.31.19 System shall support the following job-costing capabilities: M 1F.31.19.1 Track hourly rate for service agents M 1F.31.19.2 Track hourly rate for other employees by type or grade M 1F.31.19.3 Track cost of services, parts and calls. M 1F.32 Data Collection and Output Support for Analyzing Call-Center Activities

F.32.1 D 2

F.32.2 D 2

F.32.3 D 2

F.32.4 System shall support a variety of outputs, including, but not limited to: M 1F.32.4.1 Displayed electronically on a screen M 1F.32.4.2 Printing to a local printer M 1F.32.4.3 Embedded in an e-mail distribution M 1F.32.4.4 Published to an Internet, intranet or extranet M 1

System shall report on inquiries or service requests submitted via a Web site or the Internet

System shall support reporting on the number of reopened records for a defined period of timeSystem shall generate reports on quality assurance-related information, including:

Track work assignments associated with implementing enhancement request

System shall integrate telephony data (e.g., how long customer was on hold or how many transfers were required) integrated with business data (e.g., result of call and profile of customer).

System shall support gathering data from all system elements for integrated reporting of call-center activities, including: switches, servers, applications, databases, IVRs and Web sites. Please indicate which in comments.

System shall create a historical record for each call that enters the center to final hang-up This includes when the call is transferred, conferenced or sent to another location.

CCSF CRM Technical Functionality


TECHNICALT.1 GeneralT.1.1 M 1

T.1.2 System shall provide the ability to deploy the application in an ASP model M 1

T.1.3 M 1

T.1.4 M 1T.1.5 M 1

T.1.6 M 1

T.1.7 M 1

T.1.8 M 1

T.1.9 M 1

T.1.10 M 1

T.1.11 D 2

T.1.12 D 2

T.1.13 M 1

T.1.14 M 1

T.1.15 M 1T.1.16 M 1

T.1.17 D 2

T.1.18 M 1

T.1.19 M 1


D-esired)


low)


functionality


price)



price)

System shall provide the ability to deploy the application in the client server model or through a browser plug-in or through an application service provider

System shall provide the ability to allow for multiple users and distributed system access.System shall provide the ability to allow one or more users to view the same record simultaneously.System shall provide the ability to apply locks at the record level for update processing to ensure correct updating of the data.System shall provide the ability to allow one or more users to query information and run reports at the same time.System shall provide the ability to send message alert to all users with a banner messaging system.System shall provide the ability to support real time and batch update processing.System shall provide the ability to provide an open architecture for user and system interfaces based on current and industry-accepted standards, methods, and protocols such as HTTP, XML, SOAP, FTP, etc.

System shall provide the ability to provide non-proprietary extensibility using standard, commonly available web-based or Microsoft-based tools and languages.

System shall provide the ability to integrate with standard Microsoft Office products, including MS Word, MS Excel, MS Access and MS Outlook.System shall provide the ability to provide wizards and templates for document creation.System shall provide the ability to maintain an integrated database that is used across functionalities (e.g., customer services, work management, GIS, etc.)

System shall provide the ability to prohibit record deletions. Use statuses to indicate records that were created in error.System shall provide the ability to provide cancel/accept feature for any data entry screen or document creation.System shall provide the ability to record all queries and changes made to a customer record. When a change is made, the name of the user making the change is to be recorded with the date/time of the change, the details of the change and the reason for the change.

System shall provide the ability to track the number of customer-access attempts via all access channels.System shall provide the ability to display both codes and related text descriptions where necessary.System shall provide the ability to integrate with an IVR system to provide telephonic data to end users and citizens.



D-esired)


low)


functionality


price)



price)

T.1.20 M 1

T.2 Network/TelecommunicationsT.2.1 System shall operate within the existing telecommunications environment M 1T.2.2 System shall support industry standard network protocols (e.g. TCP/IP) M 1T.2.3 M 1

T.2.4 M 1

T.3 Computer Telephony IntegrationT.3.1 M 1

T.3.2 M 1

T.3.3 M 1

T.3.4 M 1

T.4 Universal Queue SupportT.4.1 System shall support e-mail and Web chat with e-mail solutions M 1T.4.2 System shall support e-mail/fax/web inquiry handling M 1T.4.3 D 2

T.5 WorkflowT.5.1 M 1

T.5.2 M 1

T.5.2.1 Add new workflow group M 1T.5.2.2 Add/delete/change member in workflow group M 1T.5.2.3 Set permissions for what group can workflow to what other groups M 1T.5.3 M 1

T.5.4 System shall provide graphical tools to devise/revise workflow D 2T.6 Integration / InterfaceT.6.1 M 1

System shall adhere to the accessibility standards adopted by the City as outlined in the web guidelines ( http://www.sfgov.org/web ) and based on the W3C level 2 accessibility guidelines ( http://www.w3.org/TR/WCAG10/full-checklist.html )

System shall support at least an estimated call volume of up to 6,500,000 customer interactions per year and a maximum of 700,000 calls per month and accommodate a potential 20% growth per year

System shall require and support the implementation of City-wide DNS policies and standards to facilitate City-wide connectivity

System shall communicate with the City PBX (Avaya 8700), IVR, and any other related components to support the overall 3-1-1 strategy and implementation.

System shall perform functions based on data received from the City PBX, IVR and related components.

System shall provide softphone telephony functionality and support intelligent voice-data call transfersSystem shall support, where appropriate, Session Initiation Protocol (SIP), CCXML and related call control standards

System shall support tight integration of universal queuing with externally based business rules to support City citizen relationship management (CRM) strategies

System shall provide the ability to transfer collected information with workflow System shall provide the ability to easily maintain workflow tables to perform functions including, but not limited to:

System shall provide the ability for a supervisor/manager to see workflow assigned within his/her workgroup(s)

System shall share data with and be integrated with any back end legacy system to support City citizen relationship management (CRM) strategies



D-esired)


low)


functionality


price)



price)

T.6.2 D 2

T.6.3 M 1

T.6.4 M 1

T.6.5 M 1

T.6.6 M 1

T.6.7 M 1

T.7 Redundancy and ScalabilityT.7.1 M 1

T.7.2 System shall be scalable, including, but not limited to: M 1T.7.1.1 Customer interaction volume M 1T.7.1.2 Network architecture M 1T.7.1.3 Cabling design M 1T.7.1.4 Workflow M 1T.8 SecurityT.8.1 M 1

T.8.2 M 1T.8.3 System shall provide the ability to protect the system against virus attacks. D 2

T.8.4 System shall provide the ability to prevent external hacking. M 1T.8.5 M 1

T.8.6 M 1

T.8.7 M 1

T.8.8 M 1

T.8.9 M 1

T.8.10 System shall support authentication with City-wide LDAP directories M 1T.9 Accessibility, Reliability, and Flexibility

System shall utilize industry-standard Application Programming Interfaces (API), adapters, adapter development kits and similar enterprise application integration (EAI) tools, where possible, to facilitate data transmission

System shall provide the ability to integrate IVR system with CTI functionality (e.g. screen pop)System shall provide the ability to provide an open architecture (non-proprietary) database System shall provide the ability to accommodate necessary interfaces as new external systems are developed.

System shall provide the ability to interface with existing City systems using a variety of database systems such as Access, SQL Server, and Oracle

System shall provide the ability to perform bi-directional link/transform between call center, service request, work orders, and field entry devices

System shall ensure that key system modules are redundant with automatic failure capabilities

System shall be implemented with a security infrastructure and tools for protection of programs and data from intentional unauthorized access attempts as well as security breaches due to accidental causes

System shall provide the ability to secure system to prevent unauthorized use.

System shall provide the ability to require the user to supply a password that requires some combination of letters and numbers. System shall provide the ability to encrypt user IDs and passwords and impose minimum password lengthsSystem shall provide the ability to reset passwords (system administrator only).System shall provide the ability to force users to change their passwords periodically.System shall require and implement SSL encryption for highly sensitive communication of data



D-esired)


low)


functionality


price)



price)

T.9.1 M 1

T.9.2 M 1

T.9.3 System shall support remote access for service/maintenance monitoring M 1T.10 AuditT.10.1 System shall provide audit-tracking reports for user access and usage logs M 1

T.10.2 System shall provide the ability to track all log-ins and log-ins failures. M 1T.10.3 M 1

T.10.4 M 1

T.11 Backup and Archive, and Business ContinuityT.11.1 M 1

T.11.2 M 1

T.11.3 M 1

T.11.4 D 2

T.12 System AdministrationT.12.1 M 1

T.12.2 M 1

T.12.3 M 1

T.13 Mobile SupportT.13.1 M 1

System should adhere to reliability metrics agreed upon under a negotiated service level agreement (SLA) with the software vendorSystem must provide the ability to proactively monitor system performance and notify system administrator when problems arise

System shall provide transaction logs to record executed functions to facilitate diagnosis and reconciliation of system errorsSystem shall provide the ability to provide a full audit trail of every contact and contact history, together with each and every time a screen is accessed, by whom, when and where.

System shall provide native backup and recovery of critical system tables, files and other information according to negotiated service level agreements

System shall include business continuity provisions including specific disaster recovery procedures and appropriate redundancy to avoid disruptions of service

System shall provide the ability to provide a flexible archiving function wherein requests can be archived based on department specific rules, which may include various dates and status settings associated with the requests.

System shall keep 3 years of data online and provide the ability to access archived data within a reasonably short timeframe.

System shall provide the ability to provide System Administration functions. System Administration functions include all parameter driven set up, including security functions.

System shall provide the ability to define a system administrator, who will have access to all functions in the systems, including system administration and security, as well as all transaction types.

System shall provide the ability to allow multiple groups and roles that govern individual access to the system and transactions within the system. Users of the system will be placed in the appropriate group and assigned a role. The assignment of a group/role will determine whether or not the individual may access a transaction, and if the access is update or view only.

System shall provide the ability to access service request activity information from a wireless device



D-esired)


low)


functionality


price)



price)

T.13.2 M 1

T.13.3 M 1

T.13.4 D 2

T.13.5 D 2

T.13.6 System shall provide the ability to re-assign a work assignment from the field D 2

T.13.7 D 2

T.13.8 D 2

T.13.9 D 2

T.13.10 D 2

T.13.11 D 2

T.13.12 D 2

T.13.13 D 2

T.14 ConfigurationT.14.1 M 1

T.14.2 M 1

T.14.2.1 Definition of parent, child, companion and follow-on service request types M 1

T.14.2.2 M 1

T.14.2.3 Assignment of the group(s) to which a service request can be cc’d M 1T.14.3 M 1

T.14.4 M 1

System shall provide the ability to update service request activities from a wireless deviceSystem shall provide the ability to sort assignments by priority, date, or location for more effective planningSystem shall provide the ability to choose the appropriate outcome of activities from a list and update the CRM system on the next synchronization

System shall provide the ability to create any of the service request types owned by a user’s group from the field

System shall provide the ability to perform pre-defined queries from the field against the CRM system database for those needing to view historical service request data based on type, location or participants

System shall provide the ability to view, edit and add to related service request information such as caller/participant data, questions and answers relating to the task and location information

System shall provide the ability to synchronize data with the system based on a system defined time value, to ensure that CRM users can access virtually real-time data at their fingertips

System shall provide the ability of the CRM mobile application to provide security on a number levels System shall provide the ability to manage device security through the use if user groupsSystem shall provide the ability to support multiple types of wireless devices including, but not limited to: Compaq, Dell, and BlackberrySystem shall provide the ability to send a database email confirmation once the service request is received from the web

System shall provide the ability to define the criteria used to determine duplicate services requestsSystem shall provide the ability to set creation options for secondary types of services requests that can be automatically created and linked to the original service request, including;

Definition of default status and service request type for parent, child, companion and follow-on service request types

System shall provide the ability to define the query or view access other groups can have on the service request being definedSystem shall provide the ability to define the choices for each list of values which is used when answering questions during intake and resolution



D-esired)


low)


functionality


price)



price)

T.14.5 M 1

T.14.6 M 1

T.14.7 M 1

T.14.8 M 1

T.14.9 M 1

T.14.10 M 1

T.14.11 M 1

T.14.12 M 1

T.14.13 M 1

T.14.14 M 1

T.14.15 M 1

T.14.16 M 1

System shall provide the ability for each department to define the resolution activities with unique duration in days and hours to a service request type

System shall provide the ability to define the default values to be automatically set when a service request is createdSystem shall provide the ability to define an choose location alerts that would be examined based on the location entered for the service request type

System shall provide the ability to define if service request locations require validationSystem shall provide the ability to define the geographical area information that can be displayed for the locationSystem shall provide the ability to configure a service request activity with respect to one or more allowable device types (e.g., text pagers, mobile phones that accept text messages) in which the activity can be dispatched

System shall provide the ability to define and edit messages the can be sent/triggered by activities and status updatesSystem shall provide the ability to allow entry of additional supporting questions and answers that are not part of the original scriptSystem shall provide the ability to configure message types to be sent at a particular time after an activity is createdSystem shall provide the ability to define overdue assignment message(s) and the number of days to allowSystem shall provide the ability to restrict potential assignees for each associated activity type for a service request definitionSystem shall provide the ability to define the script questions to be displayed and to copy a service request definition for the basis of creating a new service request definition

request for proposal or rfp sample

Documents