City of Richmond

The buyer is seeking information on implementing a Knowledge Management System (KMS) with chat solution for its 311 Citizen Service and Response organization. The system should support omnichannel interaction, improve public self-service capabilities, and integrate with the existing ticketing system. The buyer requires advanced search functionalities, scalability for future ERP integration, and compliance with security and privacy regulations. The system should enhance customer service delivery across multiple channels and streamline service requests.

• 12/4/2024 - Proposal Due Date

• Implement a modern Knowledge Management System (KMS)
• Develop a chat function for 311 Citizen Service and Response
• Integrate with existing ticketing system
• Enable public self-service capabilities
• Implement omnichannel support across multiple communication channels
• Ensure scalability for future ERP integration
• Develop user-friendly interfaces for public users and call center agents
• Implement governance and compliance features
• Provide content creation and collaboration tools
• Develop powerful search capabilities with AI-enhancement