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CCSF CRM Functionality Matrix
CALL MANAGEMENT
F1 General
F.2 Database Support in Call Management
Softphone Features Pertaining to Queuing, Call Selection and Call
F.3 Transfers
INTERACTION MANAGEMENT
F.4 Inquiry Management - Inquiry Creation Capabilities
F.5 Automatic Customer Data Entry
F.6 Predefined Data Entry Procedures
F.7 User Follow-up and Accountability Tracking
F.8 Data View Capabilities
F.9 Status Change Execution and Review
F.10 Customizing and defining data types or ranges
F.11 Channel Specific Capabilities - Email, Web site, & Fax
F.12 Basic Call Center Agent Interface Features Supporting Services
F.13 Call-Center Service Script
F.14 Customer Service Calendar Management and Scheduling
F.15 Transaction/Department Codes
F.16 Extraordinary Event Tracking
F.17 Forms
INFORMATION MANAGEMENT
F.18 Knowledge-Base Engine
F.19 Data Tracking of Specified Data Within a Database
F.20 Searching Mechanisms
F.21 Sorting Functions
WEB SELF-SERVICE
F.22 Web Self-Service Capabilities
CONTACT CENTER MANAGEMENT
F.23 Alerts and Notifications
F.24 Escalation Capabilities for Services Activities
F.25 Workflow Assignment
Quality Assurance/View/Search/Sort Capabilities — Workload Review
F.26 Capabilities
Work Order Management
F.27 General
GIS
F.28 General
ANALYSIS AND REPORTING
F.29 General
F.30 Service Activities Reporting
F.31 Service Inquiry Statistics on Call Center Performance
Data Collection and Output Support for Analyzing Call-Center Activities
F.32
TECHNICAL
T.1 General
T.2 Network/Telecommunications
T.3 Computer Telephony Integration
T.4 Universal Queue Support
T.5 Workflow
T.6 Integration / Interface
T.7 Redundancy and Scalability
T.8 Security
T.9 Accessibility, Reliability, and Flexibility
T.10 Audit
T.11 Backup and Archive, and Business Continuity
T.12 System Administration
T.13 Mobile Support
T.14 Configuration
CCSF CRM Functionality Matrix
Functionality ID Description Functionality Level of Existing, Delivered after Delivered Not Offered
Category Importance (1 out-of-box CRM app is after Major
(M-andatory, - top; 3 - low) functionality Configured modification
D-esired) (included in (included in
price) price)
CALL MANAGEMENT
F1 General
F.1.1 System shall support service inquiries via phone contact M 1
F.1.2 System shall tightly integrate with leading PBX systems, allowing the system M 1
to communicate and pass information between them
F.1.3 System shall be readable and usable by blind users who rely on audible M 1
screen reader software
F.1.4 System shall support TTY calls using on-screen communication with the M 1
caller or other ADA-accepted methods.
F.2 Database Support in Call Management
F.2.1 System shall integrate with a PBX and IVR to support the use of information D 2
and logic residing in CRM databases to route calls based on the following:
F.2.1.1 Customer attributes D 2
F.2.1.2 Language spoken D 2
F.2.1.3 Origin of call D 2
F.2.1.4 Topic of call D 2
F.2.2 System shall employ database information for identifying high-risk customers D 2
based on potential existence of customers' risk profiles
F.2.3 System shall employ database information to direct high-risk customers to D 2
qualified or experienced agents each time they call
F.2.4 System shall have the ability to support real time and batch update M 1
processing
F.3 Softphone Features Pertaining to Queuing, Call Selection and Call
Transfers
F.3.1 System shall allow service agents to select a specific call from queues based D 2
on information from a screen display
F.3.2 System shall allow the agent to choose the next call to receive D 2
F.3.3 System shall allow a supervisor to disable the call selection option D 2
F.3.4 System shall allow an agent to automatically configure a rest period between D 2
calls
F.3.5 System shall allow an agent to define work status, including: D 2
F.3.5.1 Availability D 2
F.3.5.2 Post-call work state D 2
F.3.5.3 Logged-on status D 2
F.3.5.4 Logged-off status D 2
F.3.6 System shall maintain a log of all accounts the agent accessed during the D 2
day and allow for updating at any time after the initial call was taken
F.3.7 System shall send messages to external organizations or field resources D 2
indicating the absence of clients at sites scheduled for dispatched support
F.3.8 System shall support agent-to-agent communications D 2
F.3.9 System shall support synchronization features on transfer, including D 2
conferencing capabilities
F.3.10 System shall allow agents to execute unattended call transfers D 2
F.3.11 System shall allow agents to execute attended call transfers D 2
F.3.12 System shall allow agents to transfer appropriate data that was invoked when D 2
the call was received
F.3.13 System shall add new information before transfer or present a different but D 2
related data screen
Page 2
Functionality ID Description Functionality Level of Existing, Delivered after Delivered after Not Offered
Category Importance out-of-box CRM app is Major
(M-andatory, (1 - top; 3 - functionality Configured modification
D-esired) low) (included in (included in
price) price)
INTERACTION MANAGEMENT
F.4 Inquiry Management - Inquiry Creation Capabilities
F.4.1 System shall create records of inquiries M 1
F.4.2 System shall develop, customize, and maintain multiple inquiry templates for M 1
different inquiry types
F.4.3 System shall develop, customize, and maintain inquiry categories for different M 1
inquiry types
F.4.4 System shall develop, customize and maintain multiple customer-profile M 1
templates for different customer types
F.4.5 System shall define fields of information as mandatory or optional M 1
F.4.6 System shall record call activity data associated with a contact M 1
F.4.7 System shall provide features to expedite data entry by an agent M 1
F.4.8 System shall provide or support the following capabilities to assist the agent in M 1
data entry:
F.4.8.1 Automatically record date and time of inquiry creation M 1
F.4.8.2 Automatically record identity of agent receiving inquiry M 1
F.4.8.3 Entering postal code to validate city and state M 1
F.4.8.4 Entering postal code to automatically populate city, state and other M 1
pertinent fields
F.4.8.5 Automatically assign a unique individual identification code (e.g., calling M 1
number)
F.4.8.6 Automatically assign a unique individual identification code when importing M 1
data from external sources
F.4.8.7 Fields for salutations M 1
F.4.8.8 Fields for entering customer name prefix (e.g., Mr., Mrs., Miss and Ms.) M 1
F.4.8.9 Fields for entering customer name suffix (e.g., III, Jr., Sr., MD or CFA) M 1
F.4.8.10 Fields for indicating follow-up activities M 1
F.4.8.11 Fields for information related to a transaction that the user can define M 1
F.4.8.12 Display lists or menus containing multiple options for indicating category of M 1
inquiry
F.4.8.13 Display lists or menus containing multiple options for indicating outcome of M 1
inquiry
F.4.8.14 Display lists or menus containing multiple options for indicating satisfaction M 1
of customer with inquiry interaction
F.4.8.15 Display lists or menus containing multiple options for indicating follow-up M 1
activities
F.4.8.16 Quick entry of data via word completion capabilities when entering the D 2
following specified data:
F.4.8.16.1 customer data D 2
F.4.8.16.2 inquiry data D 2
F.4.8.16.3 work order data D 2
F.4.8.16.4 department-related data D 2
F.4.8.16.5 agent-related data D 2
F.4.8.17 Quick entry of data via sentence completion capabilities (i.e., this feature D 2
entails completing field-level data entry based on recognition by the system
of key words)
F.4.8.18 Quick entry of data via sentence completion capabilities when entering the D 2
following specified data
F.4.7.18.1 customer data D 2
F.4.7.18.2 inquiry data D 2
F.4.7.18.3 work order data D 2
F.4.7.18.4 department-related data D 2
F.4.7.18.5 agent-related data D 2
F.5 Automatic Customer Data Entry
F.5.1 System shall provide automatic entry of customer data via field-based auto- M 1
population (i.e., an entry in a field invokes population of a template with
appropriate information)
Page 3
Functionality ID Description Functionality Level of Existing, Delivered after Delivered after Not Offered
Category Importance out-of-box CRM app is Major
(M-andatory, (1 - top; 3 - functionality Configured modification
D-esired) low) (included in (included in
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 2
F.5.1.3 Support automatic entry of agent related data via field-based auto- D 2
population
F.5.2 System shall provide relevant lists of information during the creation of an M 1
inquiry record, including:
F.5.2.1 Lists of standard inquiries M 1
F.5.2.2 Lists of most frequently used work orders M 1
F.5.2.3 Flag to indicate that an address is a valid address D 2
F.5.2.4 Flag to indicate that a phone number is a valid phone number D 2
F.5.2.5 Flag to indicate that a fax number is a valid fax number D 2
F.5.2.6 Flag to indicate that an email address is a valid email address D 2
F.6 Predefined Data Entry Procedures
F.6.1 System shall require agents to insert a minimum amount of data into a M 1
predefined number of fields before an inquiry can be closed
F.6.2 System shall identify whether pre-defined procedures are being entered M 1
correctly
F.6.3 System shall prompt users of the correct procedure to follow M 1
F.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 1
F.6.6 System shall allow for automated departmental codes to be used M 1
F.6.7 System shall support error elimination and reporting and build bullet-proof, D 2
error-free processes by reducing the scope for data-entry input error
F.6.8 System shall support data input controls, including more forced input of D 2
required information
F.6.9 System shall indicate a repeat caller D 2
F.6.10 System shall allow notes to be provided at key points in the inquiry creation D 2
process to enable the agent to elaborate on a data point
F.6.11 System shall have the ability to: M 1
F.6.11.1 Define and maintain business rules for a particular field of information (field M 1
edits)
F.6.11.2 Define default values for a field. This includes the ability to automatically M 1
populate fields based on the value of another field
F.6.11.3 Define the format for assigned tracking numbers or document numbers. M 1
This includes the ability to reset tracking and document numbers on a
scheduled basis
F.7 User Follow-up and Accountability Tracking
F.7.1 System shall register and track follow-up activity M 1
F.7.2 System shall track the hand-off (i.e., escalation) of overdue issues M 1
F.7.3 System shall provide audit tracking of all outstanding issues M 1
F.7.4 System shall allow for multiple users to access inquiries and run reports at the M 1
same time
F.7.5 System shall recognize and indicate that another individual or even other M 1
departments are following up a specific issue
F.7.6 System shall allow an individual to note follow-up activity or allow for personal M 1
follow-up on an account
F.7.7 System shall have the ability to record activity notes related to a request. M 1
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.
F.7.8 System shall have the ability to assign a date/timestamp to request note entry. M 1
F.7.9 System shall have the ability to assign the name of the person who made the M 1
request note entry, based on user ID.
Page 4
Functionality ID Description Functionality Level of Existing, Delivered after Delivered after Not Offered
Category Importance out-of-box CRM app is Major
(M-andatory, (1 - top; 3 - functionality Configured modification
D-esired) low) (included in (included in
price) price)
F.7.10 System shall have the ability to display request notes in reverse chronological D 2
order, beginning with the most recent note recorded.
F.7.11 System shall have the ability to sort notes dynamically by date (ascending D 2
chronological order) or the name of the person who made the note.
F.8 Data View Capabilities
F.8.1 System shall view original information entered for records M 1
F.8.2 System shall view the following inquiry-related data for multiple records in M 1
table/list form including, but not limited to:
F.8.2.1 Inquiry ID (i.e., uniquely identifies the inquiry record) M 1
F.8.2.2 Inquiry type (i.e., out of a predefined range) M 1
F.8.2.3 Severity level or priority (i.e., out of a predefined range) M 1
F.8.2.4 Source of inquiry, including: M 1
F.8.2.5 Phone call M 1
F.8.2.6 E-mail inquiry M 1
F.8.2.7 Web inquiry (i.e., entered at a designated Web site) M 1
F.8.2.8 Fax inquiry M 1
F.8.2.9 Live walk-in M 1
F.8.2.10 Status (i.e., out of a predefined range) M 1
F.8.2.11 Number of days since creation M 1
F.8.2.12 Number of days since last customer contact M 1
F.8.2.13 Due date and time M 1
F.8.2.14 Total time spent working on inquiry M 1
F.8.2.15 Total time spent by specific service agent or user M 1
F.8.2.16 Change data, inquiry history or audit trail (i.e., essentially, a log of all D 2
―action data‖) (see below)
F.8.2.16.1 Relationship between inquiry, customers and organizations D 2
F.8.2.16.2 Description (i.e., free-form data or notes section) D 2
F.8.3 System shall view the following action-related data for multiple records in M 1
table/list form including, but not limited to:
F.8.3.1 Date of action M 1
F.8.3.2 Time of action M 1
F.8.3.3 Action type (i.e., out of predefined range), including: M 1
F.8.3.4 Creation M 1
F.8.3.5 Follow-up activity M 1
F.8.3.6 Closure M 1
F.8.3.7 Reopening M 1
F.8.3.8 Carbon copy (i.e., spin-off or notification) D 2
F.8.3.9 Hand-off (i.e., ownership or responsibility transfer) D 2
F.8.3.10 Service agent or user responsible for action D 2
F.8.3.11 Time required for action D 2
F.8.3.12 Action description (i.e., free-form data or notes section) D 2
F.8.4 System shall view the following service-related data for multiple records in M 1
table/list form including, but not limited to:
F.8.4.1 Service information M 1
F.8.4.2 Service type M 1
F.8.4.3 Service name M 1
F.8.4.4 Department responsible M 1
F.8.5 System shall view the following customer-related data for multiple records in M 1
table/list form including, but not limited to:
F.8.5.1 Customer profile: name, contact information, position or organization M 1
F.8.5.2 Organization profile: organization name, address, contacts or links M 1
F.8.5.3 Customer satisfaction: from follow-up call after inquiry is closed M 1
F.8.6 System shall view the following CSS-agent or user data for multiple records in M 1
table/list form including, but not limited to:
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 1
F.8.6.3 Agent or user availability M 1
Page 5
Functionality ID Description Functionality Level of Existing, Delivered after Delivered after Not Offered
Category Importance out-of-box CRM app is Major
(M-andatory, (1 - top; 3 - functionality Configured modification
D-esired) low) (included in (included in
price) price)
F.8.6.4 Total time spent by agent or user on all inquiries M 1
F.8.6.5 Total time spent by agent or user on a specific inquiry M 1
F.8.7 System shall view the following general data for multiple records in table/list M 1
form including, but not limited to:
F.8.7.1 Total number of open inquiries M 1
F.8.7.2 Same as above, per department M 1
F.8.7.3 Same as above, per agent M 1
F.8.7.4 Total number of open inquiries of type ―x‖ (e.g., overdue) M 1
F.8.7.5 Same as above, per department M 1
F.8.7.6 Same as above, per agent M 1
F.8.7.7 Total number of inquiries processed per unit time M 1
F.8.7.8 Same as above, per department M 1
F.8.7.9 Same as above, per agent M 1
F.8.7.10 Response-time statistics: overall, per dept, and per agent. Specify which in D 2
comments.
F.9 Status Change Execution and Review
F.9.1 System shall change the status of a record based on progress made in M 1
servicing the inquiry
F.9.2 System shall view the status of each inquiry record by agent and groups of M 1
agents
F.9.3 System shall enter and view follow-up actions M 1
F.9.4 System shall create a listing of call backs to customers M 1
F.9.5 System shall reopen a record D 2
F.9.6 System shall edit specific data within a record D 2
F.9.7 System shall link a reopened record to a series of other specified records D 2
F.9.8 System shall perform the following actions on multiple records selected from a D 2
list:
F.9.8.1 Multiple closure of inquiry records D 2
F.9.8.2 Multiple reopening of inquiry records D 2
F.9.8.3 Multiple printing of individual inquiry records to a local printer D 2
F.9.9 System shall access customer contact information online, including: D 2
F.9.9.1 Work orders D 2
F.9.9.2 Application for service D 2
F.9.9.3 Letters D 2
F.9.9.4 E-mail and Internet correspondence D 2
F.9.9.5 Statements D 2
F.9.9.6 Direct mail history D 2
F.9.10 System shall have the ability to set status codes for each transaction. D 2
F.9.11 System shall have the ability to allow status code values to be defined D 2
uniquely for each type of transaction, or sub-set of transactions.
F.9.12 System shall have the ability to allow status code values to be defined D 2
uniquely for each type of transaction, or sub-set of transactions.
F.9.13 System shall have the ability to apply only valid status codes based on the D 2
activity recorded for the request. (i.e. cannot close a request if there are work
orders pending).
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 2
F.9.15 System shall allow customization or definition of templates without D 2
F.10 Customizing and defining data types or ranges
F.10.1 System shall allow users to customize and define specified inquiry-related M 1
data types or ranges without programming, including:
F.10.1.1 Inquiry ID (i.e., uniquely identifies the inquiry record) M 1
F.10.1.2 Inquiry type (i.e., out of a predefined range) M 1
F.10.1.3 Severity level or priority (i.e., out of a predefined range) M 1
F.10.1.4 Status (i.e., out of a predefined range) M 1
Page 6
Functionality ID Description Functionality Level of Existing, Delivered after Delivered after Not Offered
Category Importance out-of-box CRM app is Major
(M-andatory, (1 - top; 3 - functionality Configured modification
D-esired) low) (included in (included in
price) price)
F.10.1.5 Number of days since creation M 1
F.10.1.6 Due date and time M 1
F.10.1.7 Total time spent working on inquiry M 1
F.10.1.8 Total time spent by specific service agent or user M 1
F.10.1.9 Change data, inquiry history and audit trail (i.e., essentially, a log of all M 1
―action data‖)
F.10.1.10 Relationship between inquiry, customers and organizations M 1
F.10.1.11 Description (i.e., free-form data or notes section) M 1
F.10.2 System shall allow users to customize and define specified action-related data M 1
types or ranges without programming, including:
F.10.2.1 Date of action M 1
F.10.2.2 Time of action M 1
F.10.2.3 Action type (i.e., out of predefined range), including, but not limited to: M 1
F.10.2.3.1 Creation M 1
F.10.2.3.2 Closure M 1
F.10.2.3.3 Reopening M 1
F.10.2.3.4 Carbon copy (i.e., spin-off or notification) M 1
F.10.2.3.5 Hand-off (i.e., ownership or responsibility transfer) M 1
F.10.2.3.6 Suspension for a specified period of time M 1
F.10.2.3.7 Service agent or user responsible for action M 1
F.10.2.3.8 Time required for action M 1
F.10.2.3.9 Action description (i.e., unlimited free form data or short notes M 1
section)
F.10.3 System shall allow users to customize and define specified service-related M 1
data types or ranges without programming, including:
F.10.3.1 Service information M 1
F.10.3.2 Service type M 1
F.10.3.3 Service name M 1
F.10.3.4 Department responsible M 1
F.10.4 System shall allow users to customize and define specified customer-related M 1
data types or ranges without programming, including:
F.10.4.1 Customer profile: name, contact information, position or organization M 1
F.10.4.2 Organization profile: organization name, address, contacts or links M 1
F.10.4.3 Customer satisfaction: from follow-up call after inquiry is closed M 1
F.10.5 System shall allow users to customize and define specified CSS or user- M 1
related data types or ranges without programming, including:
F.10.5.1 Agent or user profile: name, position, department and contact M 1
information
F.10.5.2 Agent or user skills M 1
F.10.5.3 Agent or user availability M 1
F.10.5.4 Total time spent by agent or user on all inquiries M 1
F.10.5.5 Total time spent by agent or user on a specific inquiry M 1
F.10.5.6 General data: indicate if the application provides: M 1
F.10.5.7 Total number of open inquiries M 1
F.10.5.8 Same as above, per department M 1
F.10.5.9 Same as above, per agent M 1
F.10.5.10 Total number of open inquiries of type ―x‖ (e.g., overdue) M 1
F.10.5.11 Same as above, per department M 1
F.10.5.12 Same as above, per agent M 1
F.10.5.13 Total number of inquiries processed per unit time M 1
F.10.5.14 Same as above, per department M 1
F.10.5.15 Same as above, per agent M 1
F.10.5.16 Response time statistics — overall, per department, per agent. D 2
F.11 Channel Specific Capabilities - Email, Web site, & Fax
F.11.1 System shall submit service inquiries via e-mail M 1
F.11.2 System shall utilize e-mail as a communication channel for receiving and M 1
responding to inquiries
Page 7
Functionality ID Description Functionality Level of Existing, Delivered after Delivered after Not Offered
Category Importance out-of-box CRM app is Major
(M-andatory, (1 - top; 3 - functionality Configured modification
D-esired) low) (included in (included in
price) price)
F.11.3 System shall create inquiry records from received e-mails D 2
F.11.4 System shall initiate and send out e-mails D 2
F.11.5 System shall provide a routing system to direct e-mails to an appropriate D 2
resource
F.11.6 System shall allow an e-mail inquiry to be directed to the same queue D 2
displayed by the screen pop as voice calls
F.11.7 System shall distinguish e-mails from voice calls residing in a queue D 2
F.11.8 System shall designate different priorities to e-mail queues D 2
F.11.9 System shall automatically transmit a standard e-mail in response to an D 2
inquiry that confirms receipt of inquiry
F.11.10 System shall generate automated e-mails based on keywords within a text D 2
message
F.11.11 System shall generate automated e-mails based on status of customer inquiry D 2
or escalation processes
F.11.12 System shall generate an auto-reply e-mail that sets expectations on entitled D 2
services (e.g., when to expect a response, level of service or service agent)
F.11.13 System shall allow agents responding to e-mail inquiries to be placed D 2
automatically in an unavailable state for receiving voice calls
F.11.14 System shall provide a process for tracking, monitoring or querying inquiries D 2
submitted via e-mail
F.11.15 System shall track customer responses to transmitted e-mails D 2
F.11.16 System shall respond to a customer’s e-mail via fax or phone D 2
F.11.17 System shall enable the user to define the details of the outbound and D 2
inbound e-mail servers available for use in the e-mail channel communication
process
F.11.18 System shall provide a full point-and-click application for creating D 2
F.11.19 System shall allow for embedded URL’s to drive customers to Web sites D 2
F.11.20 System shall allow for the user to specify the rules to be used for processing D 2
inbound email messages within each mailbox including, but not limited to:
F.11.20.1 Rule-satisfied routing capabilities D 2
F.11.20.2 No-rule-satisfied capabilities D 2
F.11.20.3 Optional delete D 2
F.11.21 System shall initiate an e-mail-forwarding event D 2
F.11.22 System shall offer mail-merge personalization capabilities D 2
F.11.23 System shall support plain text and HTML D 2
F.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 2
F.11.26 System shall generate inquiries from a Web site M 1
F.11.27 System shall track and query inquiries generated from a Web site M 1
F.11.28 System shall support web interactivity, including allowing the agent to guide a M 1
customer through the appropriate Web site (e.g., provide a guided tour)
F.11.29 System shall allow customers to establish a chat session with an agent via a D 2
Web site
F.11.30 System shall allow customers to submit a request for a call back via a Web D 2
site
F.11.31 System shall allow a Web site-originating inquiry to be directed to the same M 1
queue displayed by the screen pop as voice calls
F.11.32 System shall distinguish Web site-originating inquiries residing in a queue M 1
from voice calls
F.11.33 System shall designate different priorities for Web site originating inquiries M 1
within queues
F.11.34 System shall transmit a standard e-mail in response to an inquiry that M 1
confirms receipt of Web site-originating inquiry and sets expectations on
entitled services (e.g., when to expect a response)
Page 8
Functionality ID Description Functionality Level of Existing, Delivered after Delivered after Not Offered
Category Importance out-of-box CRM app is Major
(M-andatory, (1 - top; 3 - functionality Configured modification
D-esired) low) (included in (included in
price) price)
F.11.35 System shall provide options for a customer to review while waiting in a D 2
queue, including:
F.11.35.1 System shall review Web pages of interest D 2
F.11.35.2 System shall hear recorded messages D 2
F.11.35.3 System shall be connected with an IVR unit D 2
F.11.36 System shall allow an agent to automatically contact the customer in D 2
response to a web site-originating inquiry requesting a call back.
F.11.37 System shall support attaching hyperlinks to specific accounts D 2
F.11.38 System shall support a sophisticated log-file analysis program for monitoring M 1
the Web interface to CRM database that includes the following metrics:
F.11.38.1 Number of successful transactions performed online, tracked weekly M 1
F.11.38.2 Which specific transactions were successfully completed, tracked weekly M 1
F.11.38.3 Number of incomplete or unsuccessful transactions performed online, M 1
tracked weekly
F.11.38.4 Specific transactions that were left incomplete, abandoned or failed — M 1
tracked weekly
F.11.38.5 Number of total Web-site visits, sieved by originating time zone, day and M 1
time of day — tracked weekly
F.11.38.6 Number of unique Web site visitors, sieved by originating time zone, day M 1
and time of day — tracked weekly
F.11.38.7 Number of repeat Web site visits in the preceding month vs. single visits in D 2
the preceding month (cookies are NOT allowed)
F.11.38.8 Results of online ―trouble-shooting‖ success and failure, tracked weekly D 2
F.11.38.9 Number of banner impressions, tracked weekly D 2
F.11.38.10 Number of banner clickthroughs D 2
F.11.38.11 Number of calls initiated from the Web site to the call center, including D 2
where the visitor was on the Web page at the time of this type of request
F.11.38.12 Visitor analysis metrics that include the following: D 2
F.11.38.12.1 Visitor type (i.e., current customers, new customers, etc?) D 2
F.11.38.12.2 Frequency of use D 2
F.11.38.12.3 Time of day of use D 2
F.11.38.12.4 Time spent on site per visit D 2
F.11.38.12.5 Day of week of use D 2
F.11.39 System shall utilize fax as a communication channel for receiving and D 2
responding to inquiries
F.11.40 System shall provide a routing system to direct faxes to an appropriate D 2
resource
F.11.41 System shall allow fax to be directed to the same queue displayed by the D 2
screen pop as voice calls
F.11.42 System shall distinguish faxes residing in a queue from voice calls D 2
F.11.43 System shall designate different priorities to fax queues D 2
F.11.44 System shall provide a means to create inquiry records from received faxes D 2
F.11.45 System shall allow agents responding to fax inquiries to be placed D 2
automatically in an unavailable state for receiving voice calls
F.11.46 System shall provide a method for tracking, monitoring or querying inquiries D 2
submitted via fax
F.12 Basic Call Center Agent Interface Features Supporting Services
F.12.1 System shall support soft phone capabilities (i.e., phone features available via M 1
use of a personal computer)
F.12.2 System shall support a soft phone-centric interface encompassing the M 1
following:
F.12.2.1 Holding time displayed M 1
F.12.2.2 Call origin displayed (i.e., phone. Web, IVR, e-mail, fax or letter) M 1
Page 9
Functionality ID Description Functionality Level of Existing, Delivered after Delivered after Not Offered
Category Importance out-of-box CRM app is Major
(M-andatory, (1 - top; 3 - functionality Configured modification
D-esired) low) (included in (included in
price) price)
F.12.2.3 Calls in queue displayed M 1
F.12.2.4 Provide specific details of calls currently in a queue M 1
F.12.2.5 Number of calls still holding displayed M 1
F.12.2.6 Number of calls in queue for categorizing by category of call M 1
F.12.2.7 Calling or called party name display M 1
F.12.2.8 Time and date M 1
F.12.2.9 Dialed digits M 1
F.12.2.10 Duration of call display notification M 1
F.12.2.11 Incoming automatic call distribution (ACD) event alerting standard ring M 1
F.12.2.12 Incoming ACD event alerting ring option M 1
F.12.3 System shall alert agent of upcoming calls (i.e., call to be given to you within M 1
the next two minutes)
F.12.4 System shall support verbal call introductions or ―whispers‖ about incoming M 1
calls, especially if originating from IVR and Web
F.12.5 System shall support coordinated voice and data screen pops based on who M 1
is calling and send the call and data simultaneously to the appropriate agent
F.12.6 System shall identify the stage at which the customer exited the IVR, and M 1
present the voice and data to the agent with the customer details on a screen
simultaneously
F.12.7 System shall provide screen pops to accompany calls conveying specified M 1
standard customer contact information
F.12.8 System shall support screen pops and coordinated transfer via IVR M 1
F.12.9 System shall support screen pops automatically populated with callers’ M 1
customer service history details on screen, including, but not limited to:
F.12.9.1 Information pertaining to last client call (if possible) M 1
F.12.9.2 Information pertaining to specific services M 1
F.12.9.3 Support automatic contact history including programming inquiries, M 1
standard customer history notes, complaints or commendations
F.12.10 System shall record and identify repeat callers M 1
F.12.11 System shall provide or support the following: M 1
F.12.11.1 Recording of customer demographics automatically M 1
F.12.11.2 Capture of time, date and purpose of initial enquiry M 1
F.12.11.3 Screen warnings for extended talk times or long hold times M 1
F.12.12 System shall support the following features: online directory, announcements, D 2
support paging information or support text messages
F.12.13 System shall support automatic recognition of performance and alert D 2
colleagues of call handling performances, with online congratulations for
identified agents
F.12.14 System shall provide one-button access to execute call management features D 2
(e.g., hold or conference)
F.12.15 System shall interface support ―single-click‖ access to options and D 2
streamlined business functions (e.g., new service requests)
F.12.16 System shall provide or support the following: D 2
F.12.16.1 Initiation of telephone recordings of inquiries at the discretion of operator or D 2
management
F.12.16.2 Recordings based on call types D 2
F.12.16.3 Recordings based on call types to ascertain basis for customer complaints D 2
F.12.16.4 Automated recordings of escalations D 2
F.12.16.5 System shall store recordings of conversations to be available for playback D 2
at a later date
F.12.16.6 System shall allow recordings to be played back at an account level to D 2
address complaints or disputes
F.13 Call-Center Service Script
F.13.1 System shall access scripts within a workflow-based, dynamically generated M 1
interface designed to guide the service agent through a client interaction
Page 10
Functionality ID Description Functionality Level of Existing, Delivered after Delivered after Not Offered
Category Importance out-of-box CRM app is Major
(M-andatory, (1 - top; 3 - functionality Configured modification
D-esired) low) (included in (included in
price) price)
F.13.2 System shall access an unlimited number of scripts tailored to a specific M 1
contingency
F.13.3 System shall provide scripting functionality that is automatically invoked based M 1
on business rules and presented through screen pops
F.13.4 System shall alert agents how long the customer was in the queue and M 1
introduce scripting to use this data to empathize for long waits
F.13.5 System shall access scripts with branching logic that enable service agents to M 1
consider alternative actions
F.13.6 System shall allow service agents to view different display options, including M 1
entire scripts, select portions of scripts or outline views
F.13.7 System shall create and maintain scripts that encompass features that allow M 1
service agents to perform online calculations
F.14 Customer Service Calendar Management and Scheduling
F.14.1 System shall provide a calendar management and scheduling engine for M 1
supporting service activities
F.14.2 System shall have the ability to set an appointment and inform the customer M 1
automatically using the most relevant methods, including: phone, email, fax,
or letter.
F.14.3 System shall have the ability to change an appointment time and M 1
automatically notify the customer immediately via the preferred mode of
contact.
F.14.4 System shall have the ability to automatically track events and flag missed M 1
deadlines and appointments.
F.14.5 System shall have the ability to alert user of scheduling conflicts as M 1
appointments are made.
F.14.5.1 Verify the availability of individual agents or analysts D 2
F.14.5.2 Verify the availability of resources (e.g., rooms and equipment) D 2
F.14.5.3 Identify available agents or analysts D 2
F.14.5.4 Identify available resources D 2
F.14.5.5 Identify or suggest available dates or times for agents or analysts D 2
F.14.5.6 Identify or suggest available dates or times for resources D 2
F.14.5.7 Define appointments for agents or analysts during hours of availability D 2
F.14.5.8 Define more than one type of appointment for service agents (e.g., call or D 2
meeting)
F.14.5.9 Track time spent by service agents on one specific appointment D 2
F.14.5.10 Track total time spent by service agents on more than one appointment D 2
F.14.5.11 Track total time spent by agent on an inquiry from creation to closure D 2
F.14.5.12 Track total time spent by agent on a group of inquiries from creation to D 2
closure
F.14.6 System shall support the following capabilities when a service agent is M 1
unavailable:
F.14.6.1 Notify the appropriate service agent or manager M 1
F.14.6.2 Determine and log the cause of unavailability within the context of agent M 1
not on duty or too many inquiries
F.14.6.3 Allow audit trails for unavailability of agent M 1
F.14.6.4 Route calls to an appropriate alternative service agent M 1
F.14.7 System shall check if more than one service agent is working on a particular M 1
inquiry or request, and alert the CSS service agents of such occurrence
F.14.8 System shall perform automatic follow-up on specific date or time via visual or D 2
sound notification
F.14.9 System shall perform automatic follow-up on specific date or time via e-mail D 2
F.14.10 System shall perform automatic follow-up on satisfaction of any user-definable D 2
criteria
F.15 Transaction/Department Codes
Page 11
Functionality ID Description Functionality Level of Existing, Delivered after Delivered after Not Offered
Category Importance out-of-box CRM app is Major
(M-andatory, (1 - top; 3 - functionality Configured modification
D-esired) low) (included in (included in
price) price)
F.15.1 System shall have the ability to define and maintain transaction codes and M 1
department codes for the city.
F.15.2 System shall have the ability to assign transaction codes to create, update, M 1
store, and categorize an unlimited number of requests based on types (e.g.,
pothole, missed garbage, department complaints).
F.15.3 System shall have the ability to automatically assign a department code M 1
based on transaction type. Allow the flexibility to assign another department
code, if the call was categorized incorrectly.
F.15.4 System shall have the ability to assign a division or district code to a M 1
transaction. Some departments have enhanced granularity by division or
district.
F.15.5 System shall have the ability to assign a priority code, based on transaction M 1
type. The operator should be able to override a priority code assigned to a
transaction.
F.15.6 System shall have the ability to categorize the call initiator. Most will be M 1
―citizen‖, but external agencies may also initiate a request for service or report
a problem.
F.15.7 System shall have the ability to categorize the type of contact. Type of M 1
contact would include phone call, U.S. Mail, E-mail, web entry, walk-in.
F.15.8 System shall have the ability to categorize a call as invalid (does not require a M 1
response by the city).
F.16 Extraordinary Event Tracking
F.16.1 System shall have the ability to automatically assign a unique tracking number M 1
for each request.
F.16.2 System shall have the Ability to automatically assign a date and time stamp M 1
for each request.
F.16.3 System shall have the ability to automatically record the person who M 1
processed the call, based on user ID.
F.16.4 System shall have the ability to automatically determine duplicate requests by D 2
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.
F.16.5 System shall have the ability to maintain recurring requests that may be D 2
automatically entered into the system based on dates set up in the recurring
request schedule.
F.16.6 System shall have the ability to count transactions, rather than store each call D 2
transaction taken during an extraordinary event that doesn’t require detailed
information to be recorded.
F.16.7 System shall have the ability to establish thresholds that are defined by the D 2
user for the use of exception handling and audit trail purposes.
F.17 Forms
F.17.1 System shall have the ability to create, print, and store standard forms. M 1
F.17.2 System shall have the ability to create, print, and store forms with areas that M 1
can be customized.
F.17.3 System shall have the ability to store forms as a document type that is popular M 1
and easily recognized by most computer software (i.e. Word, Excel, PDF).
Page 12
Functionality ID Description Functionality Level of Existing, Delivered after Delivered after Not Offered
Category Importance out-of-box CRM app is Major
(M-andatory, D- (1 - top; 3 - functionality Configured modification
esired) low) (included in (included in
price) price)
INFORMATION MANAGEMENT
F.18 Knowledge-Base Engine
F.18.1 System shall provide search mechanisms for identifying like solutions to a M 1
problem
F.18.2 System shall provide search engines that encompass the following basic M 1
capabilities:
F.18.2.1 Keyword search M 1
F.18.2.2 Part of a keyword M 1
F.18.2.3 Exact word search M 1
F.18.2.4 Boolean search M 1
F.18.2.5 Full text (i.e., but no rule-base) D 2
F.18.2.6 Decision tree (i.e., but no rule-base) D 2
F.18.2.7 Bubble search (i.e., a relevancy search for most recently asked questions D 2
pertaining to similar subjects)
F.18.3 System shall provide search engines that encompass the following advanced D 2
capabilities:
F.18.3.1 General decision tree D 2
F.18.3.2 General inference engine D 2
F.18.3.3 CASE-based D 2
F.18.3.4 Adaptive learning D 2
F.18.3.5 Index filtering D 2
F.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 1
F.18.4.2 Float the most relevant hits to the top in order of closest match M 1
F.18.4.3 Allow the agent to launch another parallel search M 1
F.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 2
F.18.4.6 Use of a keyword glossary D 2
F.18.5 System shall provide the following problem resolution capabilities: M 1
F.18.5.1 Provide a list of standard problems M 1
F.18.5.2 Provide a list of most frequently experienced problems M 1
F.18.5.3 Provide a list of standard problem-solving actions M 1
F.18.5.4 Provide a list of most frequently employed problem-solving actions M 1
F.18.5.5 Suggest a list of problem-solving actions M 1
F.18.5.6 Provide a list of required skills to resolve a problem D 2
F.18.6 System shall provide a knowledge engine that supports the following D 2
automatic actions:
F.18.6.1 Fill the inquiry record template with relevant data D 2
F.18.6.2 Provide a list of agents or specialists with the skills necessary to solve the D 2
problem
F.18.6.3 Route the inquiry to the appropriate service agent or analyst D 2
F.18.6.4 Population of the knowledge bases by agents D 2
Page 13
Functionality ID Description Functionality Level of Existing, Delivered after Delivered after Not Offered
Category Importance out-of-box CRM app is Major
(M-andatory, D- (1 - top; 3 - functionality Configured modification
esired) low) (included in (included in
price) price)
F.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 1
F.18.7.2 Service agents can populate the knowledge base only after expert M 1
verification or approval.
F.18.7.3 Service agents can directly populate the knowledge base; experts then M 1
manage it.
F.18.7.4 Knowledge base provides the means to automatically detect duplicate D 2
F.18.7.5 entries and notify provides the means to automatically detect similar
Knowledge base an expert. D 2
entries and notify an expert.
F.18.7.6 System shall provide a knowledge-base engine that supports actions on D 2
duplicate database records representing the same person or organization,
including:
F.18.7.6.1 Detection D 2
F.18.7.6.2 Prevention D 2
F.18.7.6.3 Reconciliation or merger D 2
F.18.7.7 System shall provide a knowledge engine that supplies the means for D 2
content management and retrieval of information residing on Web sources
F.18.7.8 System shall provide the ability to allow system administrators or other D 2
authorized personnel to update text-based reference, topic, and keyword
information displayed on the information reference screen.
F.18.7.9 System shall provide the ability to provide flexible means to cross reference D 2
and search knowledge base information, including key words and phrases.
F.18.7.10 System shall provide the ability to view correlated topic information D 2
simultaneously.
F.18.7.11 System shall provide the ability to index and store a series of questions M 1
(scripts) for each transaction type to assist operator/citizen communications.
F.18.7.12 System shall provide the ability to link to an external system to display M 1
knowledge engine information that is maintained by a City Agency or other
jurisdiction.
F.18.7.13 System shall provide the ability to import information already compiled in M 1
other formats into the knowledge engine.
F.18.7.14 System shall support data input and maintenance of data in the knowledge M 1
base by users with disabilities in accordance with ADA guidelines.
F.19 Data Tracking of Specified Data Within a Database
F.19.1 System shall support the tracking of the following specified data: M 1
F.19.1.1 Summary information M 1
F.19.1.2 Inquiry ID (i.e., uniquely identifies the inquiry record) M 1
F.19.1.3 Inquiry type (i.e., out of a predefined range) M 1
F.19.1.4 Severity level or priority (i.e., out of a predefined range) M 1
F.19.1.5 Source of inquiry, including: M 1
F.19.1.6 Phone call M 1
Page 14
Functionality ID Description Functionality Level of Existing, Delivered after Delivered after Not Offered
Category Importance out-of-box CRM app is Major
(M-andatory, D- (1 - top; 3 - functionality Configured modification
esired) low) (included in (included in
price) price)
F.19.1.7 E-mail inquiry M 1
F.19.1.8 Web inquiry (i.e., entered at a designated M 1
F.19.1.9 Web site) M 1
F.19.1.10 Fax inquiry M 1
F.19.1.11 Live walk-in M 1
F.19.1.12 Status (i.e., out of a predefined range) M 1
F.19.1.13 Number of days since creation M 1
F.19.1.14 Number of days since last customer touch M 1
F.19.1.15 Due date and time M 1
F.19.1.16 Total time spent working on inquiry M 1
F.19.1.17 Total time spent by specific service agent or user M 1
F.19.1.18 Change data, inquiry history or audit trail (i.e., essentially, a log of all M 1
action data) (see below)
F.19.1.19 Relationship between inquiry, customers and organizations M 1
F.19.1.20 Description (i.e., free-form data or notes section) M 1
F.19.2 System shall include a snapshot of any customer information in the primary D 2
CRM window so users need not navigate to other windows to find key
information
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 1
F.19.3.2 Time of action M 1
F.19.3.3 Action type (i.e., out of predefined range), including: M 1
F.19.3.4 Creation M 1
F.19.3.5 Follow-up activity M 1
F.19.3.6 Closure M 1
F.19.3.7 Reopening M 1
F.19.3.8 Carbon copy (i.e., spin-off or notification) D 2
F.19.3.9 Hand-off (i.e., ownership or responsibility transfer) D 2
F.19.3.10 Suspension for a specified period of time D 2
F.19.3.11 Service agent/user responsible for action M 1
F.19.3.12 Time required for action M 1
F.19.3.13 Action description (i.e., free-form data or notes section) M 1
F.19.4 System shall track the category of collateral already sent to a customer for a D 2
particular service event
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 1
F.19.5.2 Service family (if applicable) M 1
F.19.5.3 Service name M 1
F.19.5.4 Service category M 1
F.19.5.5 Service type M 1
F.19.5.6 Responsible Departments M 1
F.19.5.7 Responsible Parties M 1
Page 15
Functionality ID Description Functionality Level of Existing, Delivered after Delivered after Not Offered
Category Importance out-of-box CRM app is Major
(M-andatory, D- (1 - top; 3 - functionality Configured modification
esired) low) (included in (included in
price) price)
F.19.6 System shall be able to assign if needed a unique customer identification M 1
code
F.19.7 System shall enter and track customer profile data including, but not limited M 1
to:
F.19.7.1 Customer name M 1
F.19.7.2 Customer contact position and title M 1
F.19.7.3 Customer phone numbers (multiple) M 1
F.19.7.4 Customer address (multiple) M 1
F.19.7.5 Customer address allowing up to three lines of address information, in M 1
addition to city, state/province, country and postal-zip code
F.19.8 System shall provide the ability to verify (flag) addresses or locations as City M 1
addresses or locations, where applicable.
F.19.9 System shall provide the ability to standardize address entry for consistency. M 1
F.19.10 System shall provide the ability to suggest or automatically change entries M 1
that do not conform to standards.
F.19.11 System shall provide the ability to enforce the use standard abbreviations for M 1
roads (i.e. street, avenue, trail, etc.).
F.19.12 System shall provide the ability to suggest street name spellings, if a M 1
possible incorrect spelling is detected.
F.19.13 System shall provide the ability to automatically fill zip code information, M 1
based on the address or location entered.
F.19.14 System shall provide the ability to allow and validate partial address or M 1
location entry.
F.19.15 System shall have the ability to store information pertaining to the customer D 2
business including, but not limited to:
F.19.15.1 Customer business 2 D 2
F.19.15.2 Customer car D 2
F.19.15.3 Customer home D 2
F.19.15.4 Customer home 2 D 2
F.19.15.5 Customer home fax D 2
F.19.15.6 Customer email D 2
F.19.15.7 Customer mobile D 2
F.19.15.8 Customer pager D 2
F.19.16 System shall enter and track departmental/organizational information M 1
F.19.16.1 Department/Organization name M 1
F.19.16.2 Department/Organization address M 1
F.19.16.3 Department/Organization address allowing up to three lines of address M 1
information, in addition to city, state/province, country and postal-zip code
F.19.16.4 Department/Organization contact information for primary contacts M 1
F.19.16.5 Department/Organization contact information for secondary contacts M 1
F.19.16.6 Department/Organization contact information for tertiary contacts D 2
F.19.16.7 Department/Organization contact position and title D 2
Page 16
Functionality ID Description Functionality Level of Existing, Delivered after Delivered after Not Offered
Category Importance out-of-box CRM app is Major
(M-andatory, D- (1 - top; 3 - functionality Configured modification
esired) low) (included in (included in
price) price)
F.19.17 System shall accommodate unlimited number of telephone types (i.e., fax, D 2
mobile, toll-free or main number) within a department
F.19.18 System shall accommodate unlimited number of telephone numbers D 2
F.19.19 System shall accommodate unlimited number of fax machines D 2
F.19.20 System shall accommodate unlimited number of mobile phones D 2
F.19.21 System shall indicate which telephone number is the primary number for D 2
communication
F.19.22 System shall accommodate unlimited number of e-mail addresses for each D 2
department/organization
F.19.23 System shall indicate which e-mail address is the primary e-mail address D 2
F.19.24 System shall track current status of customer or trouble ticket M 1
F.19.25 System shall indicate whether a trouble ticket is: M 1
F.19.25.1 Active M 1
F.19.25.2 Inactive M 1
F.19.25.3 Escalated M 1
F.19.25.4 Suspended M 1
F.19.26 System shall indicate customer satisfaction based on feedback from follow- M 1
up call after inquiry is closed (e.g., satisfied or not satisfied).
F.19.27 System shall link and track an unlimited number of external companies or D 2
individuals to an entity (e.g., consultant, reseller, retailer, wholesaler,
accountant, systems integrator or contractor)
F.19.28 System shall link and unlink an individual record to a different D 2
department/organization record
F.19.29 System shall track CSS agent or user-related data including, but not limited M 1
to:
F.19.29.1 Agent or user profile M 1
F.19.29.2 Agent or user name M 1
F.19.29.3 Agent or user position M 1
F.19.29.4 Agent or user department M 1
F.19.29.5 Agent or user contact information (e.g., phone, e-mail or fax) M 1
F.19.29.6 Agent or user skills M 1
F.19.29.7 Agent or user availability M 1
F.19.29.8 Total time spent by agent or user on all inquiries M 1
F.19.29.9 Total time spent by agent or user on a specific inquiry M 1
F.19.30 System shall indicate responsible external service provider partnerships (e.g. M 1
2-1-1, 5-1-1, 7-1-1, 9-1-1)
F.19.31 System shall generate general inquiry data including, but not limited to: M 1
F.19.31.1 Tracking of total number of open inquiries M 1
F.19.31.2 Total number of open inquiries, per department M 1
F.19.31.3 Total number of open inquiries, per agent M 1
F.19.31.4 Total number of open inquiries of type ―x‖ (e.g., overdue) M 1
F.19.31.5 Total number of open inquiries, per department M 1
F.19.31.6 Total number of open inquiries, per agent M 1
F.19.31.7 Tracking of total number of processed inquiries M 1
Page 17
Functionality ID Description Functionality Level of Existing, Delivered after Delivered after Not Offered
Category Importance out-of-box CRM app is Major
(M-andatory, D- (1 - top; 3 - functionality Configured modification
esired) low) (included in (included in
price) price)
F.19.31.8 Total number of inquiries processed per unit of time M 1
F.19.31.9 Total number of inquiries processed per department M 1
F.19.31.10 Total number of inquiries processed per agent M 1
F.19.31.11 Response time statistics — overall M 1
F.19.31.12 Response time statistics, per department M 1
F.19.31.13 Response time statistics, per agent M 1
F.20 Searching Mechanisms
F.20.1 System shall utilize search mechanisms and parameters for dynamic M 1
searching
F.20.2 System shall search for records using specified data, including: M 1
F.20.2.1 Inquiry-related data including, but not limited to: M 1
F.20.2.1.1 Inquiry ID (i.e., uniquely identifies the inquiry record) M 1
F.20.2.1.2 Inquiry type (i.e., out of a predefined range) M 1
F.20.2.1.3 Severity level or priority (i.e., out of a predefined range) M 1
F.20.2.2 Source of inquiry, including, but not limited to: M 1
F.20.2.2.1 Phone call M 1
F.20.2.2.2 E-mail inquiry M 1
F.20.2.2.3 Web inquiry (i.e., entered at a designated Web site) M 1
F.20.2.2.4 Fax inquiry M 1
F.20.2.2.5 Live walk-in M 1
F.20.2.3 Status (i.e., out of a predefined range) M 1
F.20.2.4 Number of days since creation M 1
F.20.2.5 Due date and time M 1
F.20.2.6 Total time spent working on inquiry M 1
F.20.2.7 Total time spent by specific service agent or user M 1
F.20.2.8 Change data, inquiry history or audit trail (i.e., essentially, a log of all M 1
―action data‖) including, but not limited to:
F.20.2.8.1 Relationship between inquiry, customers and organizations M 1
F.20.2.8.2 Description (i.e., free-form data or notes section) M 1
F.20.2.8.3 Action-related data: indicate if the application provides: M 1
F.20.2.8.3.1 Date of action M 1
F.20.2.8.3.2 Time of action M 1
F.20.2.8.3.3 Action type (i.e., out of predefined range), including: M 1
F.20.2.8.3.3.1 Creation M 1
F.20.2.8.3.3.2 Follow-up M 1
F.20.2.8.3.3.3 Closure M 1
F.20.2.8.3.3.4 Reopening M 1
F.20.2.8.3.3.5 Carbon copy (i.e., spin-off or notification) D 2
F.20.2.8.3.3.6 Hand-off (i.e., ownership or responsibility transfer) D 2
F.20.2.8.3.3.7 Suspension for a specified period of time D 2
F.20.2.8.3.3.8 Service agent/user responsible for action D 2
F.20.2.8.3.3.9 Time required for action D 2
F.20.2.8.3.3.10 Action description (i.e., free-form data or notes section) D 2
Page 18
Functionality ID Description Functionality Level of Existing, Delivered after Delivered after Not Offered
Category Importance out-of-box CRM app is Major
(M-andatory, D- (1 - top; 3 - functionality Configured modification
esired) low) (included in (included in
price) price)
F.20.3 System shall allow users to conduct searches based on service information, M 1
including, but not limited to:
F.20.3.1 Type M 1
F.20.3.2 Version M 1
F.20.3.3 Responsible agent or department M 1
F.20.4 System shall allow users to conduct searches based on customer-related M 1
data including, but not limited to:
F.20.4.1 Customer profile: name, contact information, position or organization M 1
F.20.4.2 Organization profile: organization name, address, contacts or links M 1
F.20.4.3 Customer satisfaction: from follow-up call after inquiry is closed M 1
F.20.5 System shall allow users to conduct searches based on CSS agent or user- M 1
related data including, but not limited to:
F.20.5.1 Agent or user profile: name, position, department and contact information M 1
F.20.5.2 Agent or user skills M 1
F.20.5.3 Agent or user availability M 1
F.20.5.4 Total time spent by agent or user on all inquiries M 1
F.20.5.5 Total time spent by agent or user on a specific inquiry M 1
F.20.6 System shall allow users to conduct searches based on general data M 1
including, but not limited to:
F.20.6.1 Total number of open inquiries M 1
F.20.6.1.1 Same as above, per department M 1
F.20.6.1.2 Same as above, per agent M 1
F.20.6.2 Total number of open inquiries of type ―x‖ (e.g., overdue) M 1
F.20.6.2.1 Same as above, per department M 1
F.20.6.2.2 Same as above, per agent M 1
F.20.6.3 Total number of inquiries processed per unit time M 1
F.20.6.3.1 Same as above, per department M 1
F.20.6.3.2 Same as above, per agent M 1
F.20.6.4 Response time statistics — overall M 1
F.20.6.4.1 Same as above, per department M 1
F.20.6.4.2 Same as above, per agent M 1
F.21 Sorting Functions
F.21.1 System shall allow users to sort listed records by specified inquiry-related M 1
data including, but not limited to:
F.21.1.1 Inquiry ID (i.e., uniquely identifies the inquiry record) M 1
F.21.1.2 Inquiry type (i.e., out of a predefined range) M 1
F.21.1.3 Severity level or priority (i.e., out of a predefined range) M 1
F.21.1.4 Source of inquiry, including: M 1
F.21.1.4.1 Phone call M 1
F.21.1.4.2 E-mail inquiry M 1
F.21.1.4.3 Web inquiry (i.e., entered at a designated Web site) M 1
F.21.1.4.4 Fax inquiry M 1
F.21.1.4.5 Live walk-in M 1
Page 19
Functionality ID Description Functionality Level of Existing, Delivered after Delivered after Not Offered
Category Importance out-of-box CRM app is Major
(M-andatory, D- (1 - top; 3 - functionality Configured modification
esired) low) (included in (included in
price) price)
F.21.1.4.6 Status (i.e., out of a predefined range) M 1
F.21.1.4.7 Number of days since creation M 1
F.21.1.4.8 Due date and time M 1
F.21.1.4.9 Total time spent working on inquiry M 1
F.21.1.4.10 Total time spent by specific service agent or user M 1
F.21.1.4.11 Change data, inquiry history and audit trail (i.e., essentially, a log of all D 2
―action data‖)
F.21.1.4.12 Relationship between inquiry, customers and organizations D 2
F.21.1.4.13 Description (i.e., free-form data or notes section) D 2
F.21.2 System shall allow users to sort listed records by specified action-related M 1
data including, but not limited to:
F.21.2.1 Date of action M 1
F.21.2.2 Time of action M 1
F.21.2.3 Action type (i.e., out of predefined range), including: M 1
F.21.2.3.1 Creation M 1
F.21.2.3.2 Follow-up M 1
F.21.2.3.3 Closure M 1
F.21.2.3.4 Reopening M 1
F.21.2.3.5 Carbon copy (i.e., spin-off or notification) M 1
F.21.2.3.6 Hand-off (i.e., ownership or responsibility transfer) M 1
F.21.2.3.7 Suspension for a specified period of time M 1
F.21.2.3.8 Service agent or user responsible for action M 1
F.21.2.3.9 Time required for action M 1
F.21.2.3.10 Action description (i.e., free-form data or notes section) M 1
F.21.3 System shall sort listed records by specified service-related data including, M 1
but not limited to:
F.21.3.1 Service information M 1
F.21.3.2 Service type M 1
F.21.3.3 Service name M 1
F.21.3.4 Department responsible M 1
F.21.4 System shall sort records on service information, including, but not limited to: M 1
F.21.4.1 Type M 1
F.21.4.2 Version D 2
F.21.4.3 Responsible agent or department D 2
F.21.5 System shall sort listed records by specified customer-related data including, M 1
but not limited to:
F.21.5.1 Customer profile: name, contact information, position or organization M 1
F.21.5.2 Organization profile: organization name, address, contacts or links M 1
F.21.5.3 Contract information or service-level agreements M 1
F.21.5.4 Customer entitlements M 1
F.21.5.5 Customer contract value M 1
F.21.5.6 Customer credit information M 1
F.21.5.7 Customer satisfaction: from follow-up call after inquiry is closed M 1
Page 20
Functionality ID Description Functionality Level of Existing, Delivered after Delivered after Not Offered
Category Importance out-of-box CRM app is Major
(M-andatory, D- (1 - top; 3 - functionality Configured modification
esired) low) (included in (included in
price) price)
F.21.6 System shall sort listed records by specified CSS or user-related data M 1
including, but not limited to:
F.21.6.1 Agent or user profile: name, position and department, contact information M 1
F.21.6.2 Agent/user skills M 1
F.21.6.3 Agent/user availability M 1
F.21.6.4 Total time spent by agent or user on all inquiries M 1
F.21.6.5 Total time spent by agent or user on a specific inquiry M 1
F.21.7 System shall sort listed records by specified general data including, but not M 1
limited to:
F.21.7.1 Total number of open inquiries M 1
F.21.7.2 Same as above, per department M 1
F.21.7.3 Same as above, per agent M 1
F.21.7.4 Total number of open inquiries of type ―x‖ (e.g., overdue) M 1
F.21.7.5 Same as above, per department M 1
F.21.7.6 Same as above, per agent M 1
F.21.7.7 Total number of inquiries processed per unit time M 1
F.21.7.8 Same as above, per department M 1
F.21.7.9 Same as above, per agent M 1
F.21.7.10 Response time statistics — overall, per department, per agent. M 1
F.21.8 System shall apply locks at the correct record level for update processing to M 1
ensure correct updating of the data
F.21.9 System shall sort listed records by expected completion date D 2
Page 21
Functionality ID Description Functionality Level of Existing, Delivered after Delivered after Not Offered
Category Importance (1 out-of-box CRM app is Major
(M-andatory, - top; 3 - low) functionality Configured modification
D-esired) (included in (included in
price) price)
WEB SELF-SERVICE
F.22 Web Self-Service Capabilities
F.22.1 System shall provide self-service facilities that can be utilized over the Web M 1
F.22.2 System shall support the presentation of information through a limitless D 2
number of Web links accessible to self-selected customers
F.22.3 System Account Review shall include the following: M 1
F.22.3.1 System shall allow clients to review the status of a service request or their M 1
service request history
F.22.3.2 System shall allow clients to access service requests by using a Request M 1
ID or a personal account number created on an opt-in basis
F.22.3.3 System shall provide a fully automated system for assisting clients with M 1
creating an optional account id and password or discovering lost or
forgotten log in information
F.22.4 System Trouble-Shooting shall include the following: M 1
F.22.4.1 System shall allow customers to trouble-shoot issues with services via a M 1
Web site
F.22.4.2 System shall provide a trouble-shooting guide on the Web site that is M 1
interactive and intuitive
F.22.4.3 System shall track user's activity when they are attempting to resolve D 2
issues
F.22.4.4 System shall route the subscriber to the call center D 2
F.22.5 System Promotions of City and County Programs and Services shall include: D 2
F.22.5.1 Ability present promotions via the Web self-service interface D 2
F.22.6 System shall allow clients to use electronic services, including: M 1
F.22.6.1 Create, change or delete a service request M 1
F.22.6.2 All online and IVR transactions D 2
F.22.6.3 Initiate a service call D 2
F.22.6.4 Initiate a change order D 2
F.22.6.5 Cancel a service call D 2
F.22.6.6 Request service suspension D 2
F.22.7 System shall download all forms and manuals D 2
F.22.8 System Personal Profiles shall include: D 2
F.22.8.1 Ability for clients to develop personal profiles that are accessible to the D 2
organization
F.22.9 System shall allow clients to update or keep current the following via the D 2
Web:
F.22.9.1 Call history and status of any outstanding requests with the organization D 2
F.22.9.2 Demographic information D 2
F.22.9.3 Hobbies, interests or lifestyle preferences D 2
F.22.10 System shall allow other members of a household to develop a profile D 2
F.22.11 System shall design and broadcast promotions that appeal to specific D 2
profiles
Page 22
Functionality ID Description Functionality Level of Existing, Delivered after Delivered after Not Offered
Category Importance (1 out-of-box CRM app is Major
(M-andatory, - top; 3 - low) functionality Configured modification
D-esired) (included in (included in
price) price)
F.22.12 System shall allow subscribers to change geographic location of receipt of D 2
services
F.22.13 System shall allow subscribers to change the address where services would D 2
be received without human intervention
F.22.14 System shall allow customers to confirm that a new address has access to D 2
services via a Web site
F.22.15 System shall allow customers to register a change of address and D 2
automatically receive e-mail confirmations
F.22.16 System shall have customer records carried through to a new address D 2
F.22.17 System shall have the ability to provide a public web site with a single entry D 2
point that will be accessed from the city's home page.
F.22.18 System shall have the Ability for the public web site to allow the citizen to D 2
enter a word or phrase to navigate to the correct link, or view a list of
departments.
F.22.19 System shall have the ability for the public web site to interface to the CRM D 2
tool’s database and route the transaction to the appropriate department.
F.22.20 System shall have the ability for the public web site to provide instructions for D 2
non-English speaking individuals.
F.22.21 System shall have the ability to tailor the web entry forms for public use to a D 2
subset of transactions used by the city. The client will determine which
transactions are available for public web reporting.
F.22.22 System shall have the ability for web entry forms for the public to use the D 2
same business-defined editing rules as transactions entered by a city
operator.
F.22.23 System shall have the ability to post web entries as real-time transactions to D 2
the CRM database.
F.22.24 System shall have the ability to validate data and automate processes within D 2
the web entry forms to assist customer self-services access.
F.22.25 System shall have the ability to integrate web entry forms with multi-queue D 2
workflow.
Page 23
Functionality ID Description Functionality Level of Existing, out- Delivered after Delivered after Not Offered
Category Importance of-box CRM app is Major
(M-andatory, D- (1 - top; 3 - functionality Configured modification
esired) low) (included in (included in
price) price)
CONTACT CENTER MANAGEMENT
F.23 Alerts and Notifications
F.23.1 System shall automatically alert or notify an agent or supervisor after certain M 1
thresholds have been met
F.23.2 System shall automatically alert or notify an agent or supervisor when M 1
specified inquiry-related data meet certain conditions, including, but not
limited to the following:
F.23.2.1 Inquiry ID (i.e., uniquely identifies the inquiry record) M 1
F.23.2.2 Inquiry type (i.e., out of a predefined range) M 1
F.23.2.3 Severity level or priority (i.e., out of a predefined range) M 1
F.23.2.4 Status (i.e., out of a predefined range) M 1
F.23.2.5 Number of days since creation M 1
F.23.2.6 Due date and time M 1
F.23.2.7 Total time spent working on inquiry M 1
F.23.2.8 Total time spent by specific service agent or user M 1
F.23.2.9 Relationship between inquiry, customers and organizations D 2
F.23.3 System shall automatically alert or notify an agent or supervisor when M 1
specified action-related data meet certain conditions, including, but not
limited to the following:
F.23.3.1 Date and time of action M 1
F.23.3.2 Action type (i.e., out of predefined range). M 1
F.23.3.3 Examples include creation, closure, spin-off, hand-off or call M 1
F.23.3.4 Service agent or user responsible for action M 1
F.23.3.5 Time required for action M 1
F.23.3.6 Action description (i.e., free form data or notes section) D 2
F.23.4 System shall automatically alert or notify an agent or supervisor when M 1
specified service-related data meet certain conditions, including, but not
limited to the following:
F.23.4.1 Service information M 1
F.23.4.2 Service type M 1
F.23.4.3 Service name M 1
F.23.4.4 Department responsible (allow for internal and external City agencies) M 1
F.23.5 System shall automatically alert or notify an agent or supervisor when M 1
specified customer-related data meet certain conditions, including, but not
limited to the following:
F.23.5.1 Customer profile: name, contact information, position or organization M 1
F.23.5.2 Organization profile: organization name, address, contacts or links M 1
F.23.5.3 Customer satisfaction: from follow-up call after inquiry is closed D 2
F.23.6 System shall automatically alert or notify an agent or supervisor when M 1
specified CSS agent or user-related data meet certain conditions, including,
but not limited to the following:
F.23.6.1 Agent or user profile: name, position, department, contact information M 1
F.23.6.2 Agent or user skills D 2
F.23.6.3 Agent or user availability M 1
F.23.6.4 Total time spent by agent or user on all inquiries M 1
F.23.6.5 Total time spent by agent or user on a specific inquiry M 1
Page 24
Functionality ID Description Functionality Level of Existing, out- Delivered after Delivered after Not Offered
Category Importance of-box CRM app is Major
(M-andatory, D- (1 - top; 3 - functionality Configured modification
esired) low) (included in (included in
price) price)
F.23.7 System shall automatically alert or notify an agent or supervisor when M 1
specified general data meet certain conditions, including, but not limited to
the following:
F.23.7.1 Total number of open inquiries M 1
F.23.7.2 Same as above, per department M 1
F.23.7.3 Same as above, per agent M 1
F.23.7.4 Total number of open inquiries of type ―x‖ (e.g., overdue) M 1
F.23.7.5 Same as above, per department M 1
F.23.7.6 Same as above, per agent M 1
F.24 Escalation Capabilities for Services Activities
F.24.1 System shall provide functions for executing user follow up and M 1
accountability activities
F.24.2 System shall provide functionality for escalation management M 1
F.24.3 System shall define sets of activities or procedures for specified categories M 1
of service requests
F.24.4 System shall support prioritization of activities M 1
F.24.5 System shall conduct an audit of all outstanding issues M 1
F.24.6 System shall automatically invoke a specific activity or procedure as a result M 1
of a predefined event
F.24.7 System shall invoke a specific activity or procedure on demand by agents M 1
F.24.8 System shall allow thresholds to be defined based on business process rules M 1
that initiate events when exceeded
F.24.9 System shall automatically escalate overdue issues M 1
F.24.10 System shall automatically escalate inquiries defined as representing M 1
repeated complaints
F.24.11 System shall escalate issues to enforce accountabilities and resolution M 1
F.24.12 System shall highlight overdue events using a traffic-light system (or similar) M 1
F.24.13 System shall define activities that require authorization based on business M 1
process rules
F.24.14 System shall provide the following escalation capabilities: M 1
F.24.14.1 Manual hand-off of an individual inquiry to individual service agent M 1
F.24.14.2 Manual hand-off of an individual inquiry to multiple service agents M 1
F.24.14.3 Manual hand-off of multiple inquiries to individual service agents M 1
F.24.14.4 Manual hand-off of multiple inquiries to multiple service agents M 1
F.24.14.5 Manual carbon copy (i.e., copy in appropriate peers or managers) of an D 2
individual inquiry to individual service agent
F.24.14.6 Manual carbon copy of an individual inquiry to multiple service agents D 2
F.24.14.7 Manual carbon copy of multiple inquiries to individual service agents D 2
F.24.14.8 Manual carbon copy of multiple inquiries to multiple service agents D 2
F.24.14.9 Automatic hand-off of an individual inquiry by customer or account D 2
F.24.14.10 Automatic hand-off by problem type D 2
F.24.14.11 Automatic hand-off by status D 2
F.24.14.12 Automatic hand-off by severity level D 2
F.24.14.13 Automatic hand-off by date and time (i.e., calendar routing) D 2
F.24.14.14 Automatic hand-off according to agent or analyst availability D 2
F.24.14.15 Automatic hand-off by other criteria D 2
Page 25
Functionality ID Description Functionality Level of Existing, out- Delivered after Delivered after Not Offered
Category Importance of-box CRM app is Major
(M-andatory, D- (1 - top; 3 - functionality Configured modification
esired) low) (included in (included in
price) price)
F.24.14.16 Automatic carbon copy (i.e., copy in appropriate peers or managers) of an D 2
individual inquiry by customer or account
F.24.14.17 Automatic carbon copy by problem type D 2
F.24.14.18 Automatic carbon copy by status D 2
F.24.14.19 Automatic carbon copy by severity level D 2
F.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 2
F.24.14.23 Automatic notification of hand-offs to all agents or analysts involved D 2
F.24.14.24 Automatic end-of-shift routing (i.e., to avoid inquiries being left in limbo D 2
when a shift ends)
F.24.14.25 Automatically increase severity level when number of inquiries per agent D 2
exceeds a threshold
F.24.14.26 Automatically increase severity level when open time exceeds a threshold D 2
F.24.14.27 Automatically change the severity level when user-defined criteria are D 2
satisfied
F.25 Workflow Assignment
F.25.1 System shall provide a workflow engine or work-routing capabilities M 1
F.25.2 System shall create and manage administrative workgroups M 1
F.25.3 System shall assign work to different groups or service agents for resolution, M 1
and maintain listing of assignments
F.25.4 System shall assign work to external parties or subcontractors M 1
F.25.5 System shall provide the following inquiry assignment capabilities: M 1
F.25.5.1 Manual assignment of an inquiry to a particular agent or specialist M 1
F.25.5.2 Automatic assignment by customer or account M 1
F.25.5.3 Automatic assignment by problem type M 1
F.25.5.4 Automatic assignment by status M 1
F.25.5.5 Automatic assignment by severity level M 1
F.25.5.6 Automatic assignment by date and time (i.e., calendar routing) M 1
F.25.5.7 Automatic assignment according to agent or analyst availability M 1
F.25.5.8 Skills database for agents or specialist D 2
F.25.6 System shall suggest best agent for an inquiry according to agent or analyst D 2
skills
F.25.7 System shall automatically assign best agent according to agent or specialist D 2
skills
F.25.8 System shall support reassignment of work to another agent or group of D 2
service agents when an agent is absent (e.g., sick, out to lunch, late to work
or prematurely departed)
F.25.9 System shall flag and alert if more than one service agent is working on a D 2
particular inquiry
F.25.10 System shall flag excessive reassignment of inquiry records D 2
F.25.11 System shall flag excessive number of inquiries per agent D 2
F.25.12 System shall provide the following additional workflow related capabilities: D 2
F.25.12.1 Internal messaging between service agents D 2
Page 26
Functionality ID Description Functionality Level of Existing, out- Delivered after Delivered after Not Offered
Category Importance of-box CRM app is Major
(M-andatory, D- (1 - top; 3 - functionality Configured modification
esired) low) (included in (included in
price) price)
F.25.12.2 Internet messaging with non-service agents D 2
F.25.12.3 Staff modeling D 2
F.25.12.4 Project management D 2
F.26 Quality Assurance/View/Search/Sort Capabilities — Workload Review
Capabilities
F.26.1 System shall support quality assurance records. M 1
F.26.2 System shall create quality assurance records derived from incident reports. M 1
F.26.3 System shall create and maintain quality assurance records encompassing M 1
the following:
F.26.3.1 Incident description M 1
F.26.3.2 Priority M 1
F.26.3.3 Current status M 1
F.26.3.4 Service(s) involved M 1
F.26.3.5 Source of record M 1
F.26.3.6 Source of problem or incident M 1
F.26.3.7 Type of problem M 1
F.26.3.8 Agent assigned to resolve incident M 1
F.26.4 System shall track service incidents M 1
F.26.5 System shall track corrective actions or resolution of service incidents M 1
F.26.6 System shall prioritize resolution of service incidents M 1
F.26.7 System shall prioritize resolution of service incidents by customer type M 1
F.26.8 System shall prioritize resolution of service incidents by account history M 1
F.26.9 System shall track change requests M 1
F.26.10 System shall track change requests by customer M 1
F.26.11 System shall link quality assurance records to customers who reported M 1
problems
F.26.12 System shall link quality assurance record with specific support or service M 1
incidents
F.26.13 System shall link a quality assurance record to multiple customers M 1
F.26.14 System shall link a quality assurance record to service issues M 1
F.26.15 System shall provide unlimited user-defined fields for tracking information M 1
pertinent to quality assurance
F.26.16 System shall permit unlimited entry of comments regarding the problem and D 2
correction
F.26.17 System shall permit use of multi-level resolution code(s) for different D 2
departments
F.26.18 System shall manage complaints and the following related activities: M 1
F.26.18.1 Follow-up M 1
F.26.18.2 Allocation and tracking of complaints to external parties M 1
F.26.18.3 Recognition M 1
F.26.18.4 Quality M 1
F.26.18.5 Escalation M 1
F.26.18.6 Reasons M 1
F.26.18.7 Tasks M 1
F.26.18.8 Actions M 1
F.26.18.9 Resolutions M 1
F.26.18.10 Satisfaction levels M 1
Page 27
Functionality ID Description Functionality Level of Existing, out- Delivered after Delivered after Not Offered
Category Importance of-box CRM app is Major
(M-andatory, D- (1 - top; 3 - functionality Configured modification
esired) low) (included in (included in
price) price)
F.26.18.11 Letters or correspondence M 1
F.26.19 System shall allow service agents to review personal workloads at any point M 1
in time
F.26.20 System shall register and review follow-up activity M 1
F.26.21 System shall allow service agents the flexibility to select for review any D 2
combination of opened, closed or new records
F.26.22 System shall allow different views of inquiries to be visible to all agents D 2
depending on their position in the organization
F.26.23 System shall allow a supervisor to review the workload of an individual M 1
service agent
F.26.24 System shall allow a supervisor to review the workload of an entire team or M 1
group of service agents
Page 28
Functionality ID Description Functionality Level of Existing, out- Delivered after Delivered after Not Offered
Category Importance of-box CRM app is Major
(M-andatory, D- (1 - top; 3 - functionality Configured modification
esired) low) (included in (included in
price) price)
Work Order Management
F.27 General
F.27.1 System shall provide the ability to establish ―work queues‖ for each M 1
department for routing of requests.
F.27.2 System shall provide the ability to automatically route the individual service M 1
request to the responsible department upon the completion of the information
collection process.
F.27.3 System shall provide the ability to route a request to other department(s) M 1
during the life cycle of the request.
F.27.4 System shall provide the ability to record the date, time and person who M 1
assigned or transferred a request to a department.
F.27.5 System shall provide the ability to provide a history of work order routing M 1
F.27.6 System shall provide the ability to change a service request type and re- M 1
route or transfer to a different department
F.27.7 System shall provide the ability to provide flexible and on demand sorting of M 1
the work queue by fields such as transaction type, date, and priority.
F.27.8 System shall provide the ability to reference and track multiple work orders M 1
by project/event, type, category/classification (trade), or area.
F.27.9 System shall provide the ability to dynamically refresh the work queue display M 1
as new requests are routed and received.
F.27.10 System shall provide the ability to designate or flag as requests as new M 1
requests.
F.27.11 System shall provide the ability to view any work orders or portions of work M 1
orders assigned to any department.
F.27.12 System shall provide the ability to preview work orders that may be M 1
automatically generated by the system.
F.27.13 System shall provide the ability to selectively generate work order(s) that D 2
relate to a request (transaction) entered into the CRM database.
F.27.14 System shall provide the ability to generate work order(s) that automatically D 2
create a request (transaction) into the CRM database.
F.27.15 System shall provide the ability to generate work orders for cyclical and non- D 2
cyclical preventive or corrective maintenance schedules (date or counter
tables) based on user-defined criteria (i.e. daily, weekly, monthly, etc.)
F.27.16 System shall provide the ability to copy a work order to create a new one. D 2
F.27.17 System shall provide the ability to customize the appearance and content of D 2
a work order.
F.27.18 System shall provide the ability to create templates for work orders and M 1
service requests based on type of work.
F.27.19 System shall provide the ability to record the person who issued or updated M 1
the work order, based on user ID.
F.27.20 System shall provide the ability to issue multiple work orders per transaction M 1
(request).
F.27.21 System shall provide the ability to assign multiple departments to one work M 1
order.
F.27.22 System shall provide the ability to print, email or fax work orders. M 1
F.27.23 System shall provide the ability to automatically or manually assign staff, M 1
inspectors, or work crews by department or work division area (geographic).
Page 29
Functionality ID Description Functionality Level of Existing, out- Delivered after Delivered after Not Offered
Category Importance of-box CRM app is Major
(M-andatory, D- (1 - top; 3 - functionality Configured modification
esired) low) (included in (included in
price) price)
F.27.24 System shall provide the ability to itemize and prioritize all activities within a M 1
work order.
F.27.25 System shall provide the ability to change the priority of an existing work M 1
order, or line item on a work order (i.e., standard to emergency).
F.27.26 System shall provide the ability to capture status dates such as receipt, M 1
assignment/approval, effective/start, projected/targeted start, projected time
interval, expected completion, suspense, resume, completed and/or close
dates based on user-defined parameters.
F.27.27 System shall provide the ability to assign time intervals itemizing a task or D 2
event within a work order as prescribed by user.
F.27.28 System shall provide the ability to manually or automatically send an email M 1
alert for past due work order activities.
F.27.29 System shall provide the ability to generate a pop-up window to capture and D 2
view images associated with a work order.
F.27.30 System shall provide the ability to list equipment and materials that will be D 2
used to complete the work order.
F.27.31 System shall provide the ability to assign status codes to work orders and M 1
work order tasks.
F.27.32 System shall provide the ability to define valid status codes by work order M 1
type.
F.27.33 System shall provide the ability to suspend (interrupt) and resume work order M 1
by an authorized user.
F.27.34 System shall provide the ability to assign a status reason code or classify a M 1
work order status, such as ―closed – satisfied with work results‖ or ―re-
opened – adjustments needed‖.
F.27.35 System shall provide the ability to recognize a work order as closed when the M 1
completion and finalization criteria have been met.
F.27.36 System shall provide the ability to identify service requests that are eligible M 1
for close based on the status of the work order.
F.27.37 System shall provide the ability to automatically close a service request D 2
based on work order activity completion for routine requests.
F.27.38 System shall provide the ability to enter notes on a work order that will M 1
describe actions taken by the city crew. Notes will be free form text entry
that is unlimited in length.
F.27.39 System shall provide the ability to identify relevant project and cost data for M 1
related work orders
F.27.40 System shall provide the ability to itemize and track expenses for work orders D 2
by type of cost (i.e. materials, labor, contract, etc.).
F.27.41 System shall provide the ability to interface work order costs to city billing D 2
systems.
F.27.42 System shall provide the ability to generate a TO DO list for resolution D 2
activity work orders assigned to a specific staff member or work crew/group.
F.27.43 System shall provide the ability to cross-reference work orders to location D 2
data and/or any related assets
F.27.44 System shall provide the ability to automatically create work orders from D 2
Work Breakdown Structure (WBS) activities and/or work plan activities (i.e.
preventative or corrective maintenance or inspections) as prescribed by user
Page 30
Functionality ID Description Functionality Level of Existing, out- Delivered after Delivered after Not Offered
Category Importance of-box CRM app is Major
(M-andatory, D- (1 - top; 3 - functionality Configured modification
esired) low) (included in (included in
price) price)
F.27.45 System shall provide the ability to create work orders for preventive and ad- D 2
hoc maintenance of fixed and moveable assets
F.27.46 System shall provide the ability to produce work orders under a task(s) D 2
schedule and bill independently of each other (by percentage, milestones,
progress, etc.)
F.27.47 System shall provide the ability to cross-reference all work orders to an asset D 2
or associate an asset to all work orders
F.27.48 System shall provide the ability to generate multiple work orders from a D 2
specific or group of tasks scheduled and processed independently of each
other or as a cluster for a specific or multiple items
F.27.49 System shall provide the ability to group or cluster work orders by most M 1
efficient routing (manually, geographically)
F.27.50 System shall provide the ability to trigger events as a result of a particular M 1
condition (failure)
F.27.51 System shall provide the ability to query records and mass re-assign them to D 2
a specific group member on the allowable staff list
F.27.52 System shall provide the ability to capture activity specific information for M 1
each activity location
Page 31
Functionality ID Description Functionality Level of Existing, Delivered after Delivered Not Offered
Category Importance (1 out-of-box CRM app is after Major
(M-andatory, D- - top; 3 - low) functionality Configured modification
esired) (included in (included in
price) price)
GIS
F.28 General
F.28.1 System shall provide the ability to view a service request location on a map in M 1
an associated window if the location is validated against GIS
F.28.2 System shall provide the ability to import GIS data M 1
F.28.3 System shall provide the ability to access GIS data from the intake, resolution, M 1
or query functions
F.28.4 System shall provide the ability to display GIS attribute by unique entity or D 2
ranges
F.28.5 System shall provide the ability to query from the mapping screen itself using D 2
a simple drawing tool or by pre-selected query of a GIS layer based on its
attribute information
F.28.6 System shall provide the ability to perform basic map viewing functions D 2
including display, query, and analyze dynamic map data in the CRM-WOM
map display window
F.28.7 System shall provide the ability to zoom in, zoom out, and pan a map images D 2
F.28.8 System shall provide the ability to locate, link and/or attach GIS maps / D 2
overlays or images to a customer service request as prescribed by the user
F.28.9 System shall provide the ability to directly connect calls, services requests, D 2
and work orders to assets, which are stored in GIS (e.g., street centerlines,
poles, and intersections)
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 2
F.28.10.2 Service request types D 2
F.28.10.3 Status D 2
F.28.10.4 Priority D 2
F.28.10.5 Department D 2
F.28.10.6 Name of the individual requesting the service D 2
F.28.10.7 Location D 2
F.28.10.8 Work crews and proximity to specific locations or functions (block events) D 2
F.28.10.9 Condition of assets D 2
F.28.11 System shall provide the ability to enter a request via the Internet or Intranet D 2
allowing the requestor to specify the location of the incident on a map
F.28.12 System shall provide the ability to access GIS and other asset or location D 2
(building, sidewalk, intersection) from a remote device (wireless or
synchronization)
Page 32
Functionality ID Description Functionality Level of Existing, Delivered after Delivered Not Offered
Category Importance (1 out-of-box CRM app is after Major
(M-andatory, D- - top; 3 - low) functionality Configured modification
esired) (included in (included in
price) price)
F.28.13 System shall provide the ability to pinpoint location of service call on a map, by D 2
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)
F.28.14 System shall provide the ability to establish multiple maps based on D 3
hierarchical levels of mapping to any/all processes and when viewing work
orders
F.28.15 System shall provide the ability to identify and query nearby requests on a D 2
map which are coded by service request from call center, request for service
and/or work order views
F.28.16 System shall provide the ability to select map object and display features on a D 2
map and display data associated with calls, service requests and/or work
orders along with any data attributes associated with GIS
F.28.17 System shall provide the ability to view open requests via a GIS display for all D 2
work orders, symbolized by one or more attributes
F.28.18 System shall provide the ability to use GIS mapping to assist CSR’s in D 2
identifying related calls, by displaying related calls or events, by displaying
relative information on a map coded by user defined criteria
F.28.19 System shall provide the ability to predefine the map extent at which each D 2
layer is visible on the display (e.g., street names, parcels, service requests,
work orders)
F.28.20 System shall provide the ability to use GIS mapping to assist managers to D 2
consolidate service request and organize work crews
F.28.21 System shall provide the ability to generate/incorporate a map directly from D 2
the GIS and attach, print or plot it to a service request or work order record
F.28.22 System shall provide the ability to update reference inventory and/or assets on D 3
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.
F.28.23 System shall provide the ability to display history of asset maintenance on a D 3
map, by either single or multiple asset types
F.28.24 System shall provide the ability to map GIS data (e.g., centerline or parcels) D 2
using one or more attributes from an external table
F.28.25 System shall provide the ability to display maps online D 2
F.28.26 System shall provide the ability for users to start and define the query in the D 2
CRM map window by either selecting a pre-defined geo-area or selecting an
area by drawing a polygon
F.28.27 System shall provide the ability for users to modify scale, size and print maps D 2
generated from the CRM application to display service request query result
locations
Page 33
Functionality ID Description Functionality Level of Existing, Delivered after Delivered Not Offered
Category Importance (1 out-of-box CRM app is after Major
(M-andatory, D- - top; 3 - low) functionality Configured modification
esired) (included in (included in
price) price)
F.28.28 System shall provide the ability for users to query service requests previously D 2
entered into the system using various selection criteria and see the query
result locations on a map
F.28.29 System shall provide the ability to print maps. D 2
F.28.30 System shall provide the ability to upload and display topographical or aerial D 2
maps to help city personnel locate and understand the nature of a request.
Page 34
Functionality ID Description Functionality Level of Existing, out- Delivered after Delivered after Not Offered
Category Importance (1 of-box CRM app is Major
(M-andatory, D- - top; 3 - low) functionality Configured modification
esired) (included in (included in
price) price)
ANALYSIS AND REPORTING
F.29 General
F.29.1 System shall have the ability to view reports online and print preview (printer M 1
friendly).
F.29.2 System shall have the ability to create, modify, save, and distribute standard M 1
reports.
F.29.3 System shall have the ability to create, modify, save, and distribute ad hoc M 1
reports.
F.29.4 System shall have the ability to print and distribute reports remotely, locally M 1
and at the agency, department and central location.
F.29.5 System shall have the ability to define reporting access on multiple levels. M 1
F.29.6 System shall have the ability to distribute reports manually, by fax, and M 1
electronically (email).
F.29.7 System shall have the ability to forward reports, letters or messages via D 2
email to an individual or group of individuals.
F.29.8 System shall have the ability to regenerate/reprint a report that was M 1
previously generated.
F.29.9 System shall have the ability to provide enterprise-wide reporting capability M 1
showing performance across all departments that utilizes it.
F.29.10 System shall have the ability to forecast and perform what-if scenarios based D 2
on historical, current and projected data.
F.29.11 System shall have the ability to create statistical reporting, including analysis M 1
of actual versus planned activity.
F.29.12 System shall have the ability to provide statistical reports that show a M 1
detailed snapshot across various performance measures during the time
period selected.
F.29.13 System shall have the ability to provide daily transaction counts for various M 1
transaction types and by one or many districts.
F.29.14 System shall have the ability to report requests by origin, such as in person, M 1
email, phone, fax, or web.
F.29.15 System shall have the ability to provide an Ad hoc reporting facility that will M 1
allow parameter driven selection, ascending or descending sorting of
specified fields, and conditional logic.
F.29.16 System shall have the ability to create report based upon user defined M 1
grouping criteria (i.e., geography, chronology, and type of work).
F.29.17 System shall have the ability to incorporate text and/or images (GIS M 1
information or pictures) within a report.
F.29.18 System shall have the ability to incorporate maps into reports of analytical M 1
data.
F.29.19 System shall have the ability to produce tabular reports based on user D 2
defined criteria.
F.29.20 System shall have the ability to create status reports based on user defined D 2
criteria.
F.29.21 System shall have the ability to include statistical charts and graphs on the M 1
reports.
F.29.22 System shall have the ability to generate reports with computed fields (i.e. D 2
variances, percentage and statistics).
F.29.23 System shall have the ability to aggregate data into hourly, daily, monthly M 1
and annual statistics.
Page 35
Functionality ID Description Functionality Level of Existing, out- Delivered after Delivered after Not Offered
Category Importance (1 of-box CRM app is Major
(M-andatory, D- - top; 3 - low) functionality Configured modification
esired) (included in (included in
price) price)
F.29.24 System shall have the ability for users to define the time interval for a report M 1
(daily, month-to-date, month end, quarterly, year-to-date, and annually).
F.29.25 System shall have the ability to include summary and detail data on a report M 1
containing service request number, type, location, input data, area, status,
group name, and comments.
F.29.26 System shall have the ability to group reporting data by any field with D 2
subtotaling and sort orders.
F.29.27 System shall have the ability to add notes electronically to reports. D 2
F.29.28 System shall have the ability to easily generate query logic. D 2
F.29.29 System shall have the ability to search the database for transactions that M 1
include specified keywords or phrases.
F.29.30 System shall have the ability to search the database for transactions that fall M 1
within user specified parameters or user specified conditional logic (and/or).
F.29.31 System shall have the ability to isolate and report requests that involve fees M 1
or other financial information.
F.29.32 System shall have the ability for report data to be formatted and exported to M 1
Microsoft Office products such as Word and Excel.
F.29.33 System shall have the ability to produce reports using wizards or templates. M 1
F.29.34 System shall have the ability to provide management reporting for service M 1
request and work order management counts in tabular and graphical reports.
F.29.35 System shall have the ability to print requests, complete with all information M 1
associated with the requests, including history, work orders, and notes.
F.29.36 System shall have the ability to report requests by type, status, location, M 1
date/time, department, priority, and other user defined fields.
F.29.37 System shall have the ability to print work orders, complete with all M 1
information associated with work orders, including history and notes.
F.29.38 System shall have the ability to report work orders by type, status, location, M 1
date/time, department, priority, and other user defined fields.
F.29.39 System shall have the ability to set service level agreements that can be M 1
measured.
F.29.40 System shall have the ability to create report that show escalated issues, M 1
according to customizable procedures (i.e., missed targets).
F.29.41 System shall have the ability to report analysis of service levels to help M 1
pinpoint problem areas based on schedule delays and missed completion
dates using dates and statuses of requests and work orders.
F.29.42 System shall have the ability to create and report an audit trail for all data M 1
changes (for example, date and time stamp, user name, from/to values,
attachment of documents).
F.30 Service Activities Reporting
F.30.1 System shall natively service reporting capabilities. (Natively means the M 1
reports are directly and automatically generated from the application or a
seamlessly integrated component of the application suite without requiring
any customization.)
Page 36
Functionality ID Description Functionality Level of Existing, out- Delivered after Delivered after Not Offered
Category Importance (1 of-box CRM app is Major
(M-andatory, D- - top; 3 - low) functionality Configured modification
esired) (included in (included in
price) price)
F.30.2 System shall support the native production of reports based on the following M 1
inquiry-related data:
F.30.2.1 Inquiry ID (i.e., uniquely identifies the inquiry record) M 1
F.30.2.2 Inquiry type (i.e., out of a predefined range) M 1
F.30.2.3 Severity level or priority (i.e., out of a predefined range) M 1
F.30.2.4 Status (i.e., out of a predefined range) M 1
F.30.2.5 Number of days since creation M 1
F.30.2.6 Due date and time M 1
F.30.2.7 Total time spent working on inquiry M 1
F.30.2.8 Total time spent by specific service agent or user M 1
F.30.3 System shall change data, inquiry history and audit trail (i.e., essentially, a M 1
log of all action data)
F.30.3.1 Relationship between inquiry, customers and organizations M 1
F.30.3.2 Description (i.e., free-form data or notes section) M 1
F.30.4 System shall report on action-related data including, but not limited to: M 1
F.30.4.1 Date and time of action M 1
F.30.4.2 Action type (i.e., out of predefined range). M 1
F.30.4.3 Examples are creation, closure, alert, handoff or call M 1
F.30.4.4 Service agent or user responsible for action M 1
F.30.4.5 Time required for action M 1
F.30.4.6 Action description (i.e., free-form data or notes section) M 1
F.30.4.7 Collateral sent to a customer in response to a service event D 2
F.30.5 System shall report on service-related data including, but not limited to: M 1
F.30.5.1 Reporting on inquiries for service information M 1
F.30.6 System shall report on customer-related data where possible including, but M 1
not limited to:
F.30.6.1 Customer profile: name, contact information, position or organization M 1
F.30.6.2 Organization profile: organization name, addresses contacts or links M 1
F.30.6.3 Service outcome M 1
F.30.6.4 Customer satisfaction (i.e., from follow-up call after inquiry is closed) D 2
F.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 1
F.30.7.3 Service agent availability M 1
F.30.7.4 Total time spent by agent or user on all inquiries M 1
F.30.7.5 Total time spent by agent or user on a specific inquiry M 1
F.31 Service Inquiry Statistics on Call Center Performance
F.31.1 System shall support key performance indicators for call center activities M 1
stored and tracked in real-time at the desktop, including:
F.31.1.1 Grade of service overall D 2
F.31.1.2 Average handling time M 1
F.31.1.3 Abandonment rate M 1
F.31.2 System shall support different evaluation models based on call type and D 2
average handling time
F.31.3 System shall allow call type to be broken down into specified tasks with D 2
average handling times calculated at this level
Page 37
Functionality ID Description Functionality Level of Existing, out- Delivered after Delivered after Not Offered
Category Importance (1 of-box CRM app is Major
(M-andatory, D- - top; 3 - low) functionality Configured modification
esired) (included in (included in
price) price)
F.31.4 System shall allow all data stored in the call model to be used to analyze D 2
performance of personnel
F.31.5 System shall allow targets and actuals to be stored for different time intervals D 2
(i.e., weekly, monthly, yearly and accessible in real-time)
F.31.6 System shall capture statistics on each inquiry's lifetime in the system real- D 2
time and historically?
F.31.7 System shall support reporting on inquiry-related statistics, including: M 1
F.31.7.1 Total number of open inquiries M 1
F.31.7.2 Total number of open inquiries, per department M 1
F.31.7.3 Total number of open inquiries, per agent M 1
F.31.7.4 Total number of open inquiries of type ―x‖ (e.g., overdue, urgent or M 1
cancelled)
F.31.7.5 Total number of open inquiries of type ―x‖ (e.g., overdue, urgent or M 1
cancelled), per department
F.31.7.6 Total number of open inquiries of type ―x‖ (e.g., overdue, urgent or M 1
cancelled), per agent
F.31.7.7 Total number of inquiries processed per unit time M 1
F.31.7.8 Total number of inquiries processed per unit time, per department M 1
F.31.7.9 Total number of inquiries processed per unit time, per agent M 1
F.31.7.10 Overall response time statistics M 1
F.31.7.11 Overall response time statistics, per department M 1
F.31.7.12 Overall response time statistics, per agent M 1
F.31.7.13 Average response time statistics M 1
F.31.7.14 Average response time statistics, per department M 1
F.31.7.15 Average response time statistics, per agent M 1
F.31.8 System shall provide performance statistics on a per agent basis, including, M 1
F.31.8.1 Average elapsed time per inquiry M 1
F.31.8.2 Maximum elapsed time per inquiry M 1
F.31.8.3 Minimum elapsed time per inquiry M 1
F.31.8.4 Percentage of inquiries closed within a specified period of time M 1
F.31.8.5 Percentage of inquiries escalated or handed off M 1
F.31.8.6 Total number of inquiries handled hourly M 1
F.31.8.7 Total number of inquiries handled daily M 1
F.31.8.8 Total number of inquiries handled weekly M 1
F.31.8.9 Total number of inquiries handled monthly M 1
F.31.8.10 Average number of inquiries handled hourly M 1
F.31.8.11 Average number of inquiries handled daily M 1
F.31.8.12 Average number of inquiries handled weekly M 1
F.31.8.13 Average number of inquiries handled monthly M 1
F.31.9 System shall provide statistics pertaining to organizational performance: M 1
F.31.9.1 Percentage of calls closed within specified parameters M 1
F.31.9.2 Percentage of calls closed within specified periods of time M 1
F.31.9.3 Percentage of calls closed within specified time parameter per designated M 1
tier
F.31.9.4 Total number of inquiries handled hourly per department M 1
F.31.9.5 Total number of inquiries handled daily per department M 1
F.31.9.6 Total number of inquiries handled weekly per department M 1
F.31.9.7 Total number of inquiries handled monthly per department M 1
F.31.9.8 Average number of inquiries handled hourly per department M 1
Page 38
Functionality ID Description Functionality Level of Existing, out- Delivered after Delivered after Not Offered
Category Importance (1 of-box CRM app is Major
(M-andatory, D- - top; 3 - low) functionality Configured modification
esired) (included in (included in
price) price)
F.31.9.9 Average number of inquiries handled daily per department M 1
F.31.9.10 Average number of inquiries handled weekly per department M 1
F.31.9.11 Average number of inquiries handled monthly per department M 1
F.31.10 System shall automatically calculate the total cost to the customer D 2
associated with an inquiry (i.e., from total time spent, hourly rates or cost of
parts)
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 1
F.31.13 System shall report on the number of inquiries satisfied by the initial support D 2
tier
F.31.14 System shall report on the number of inquiries that were satisfied by D 2
additional support tiers
F.31.15 System shall report on inquiries or service requests submitted via a Web site M 1
or the Internet
F.31.16 System shall allow reopened records to be reported on separately D 2
F.31.17 System shall support reporting on the number of reopened records for a D 2
defined period of time
F.31.18 System shall generate reports on quality assurance-related information, M 1
including:
F.31.18.1 Track resources invested in resolving incidents M 1
F.31.18.2 Track work assignments associated with resolving incidents M 1
F.31.18.3 Track period of time required for resolving incidents M 1
F.31.18.4 Track resources invested in implementing enhancement request M 1
F.31.18.5 Track work assignments associated with implementing enhancement D 2
request
F.31.18.6 Track period of time required for implementing enhancement request D 2
F.31.19 System shall support the following job-costing capabilities: M 1
F.31.19.1 Track hourly rate for service agents M 1
F.31.19.2 Track hourly rate for other employees by type or grade M 1
F.31.19.3 Track cost of services, parts and calls. M 1
F.32 Data Collection and Output Support for Analyzing Call-Center Activities
F.32.1 System shall integrate telephony data (e.g., how long customer was on hold D 2
or how many transfers were required) integrated with business data (e.g.,
result of call and profile of customer).
F.32.2 System shall support gathering data from all system elements for integrated D 2
reporting of call-center activities, including: switches, servers, applications,
databases, IVRs and Web sites. Please indicate which in comments.
F.32.3 System shall create a historical record for each call that enters the center to D 2
final hang-up This includes when the call is transferred, conferenced or sent
to another location.
F.32.4 System shall support a variety of outputs, including, but not limited to: M 1
F.32.4.1 Displayed electronically on a screen M 1
F.32.4.2 Printing to a local printer M 1
F.32.4.3 Embedded in an e-mail distribution M 1
F.32.4.4 Published to an Internet, intranet or extranet M 1
Page 39
CCSF CRM Technical Functionality
Functionality ID Description Functionality Level of Existing, Delivered after Delivered after Not Offered
Category Importance out-of-box CRM app is Major
(M-andatory, (1 - top; 3 - functionality Configured modification
D-esired) low) (included in (included in
price) price)
TECHNICAL
T.1 General
T.1.1 System shall provide the ability to deploy the application in the client server M 1
model or through a browser plug-in or through an application service
provider
T.1.2 System shall provide the ability to deploy the application in an ASP model M 1
T.1.3 System shall provide the ability to allow for multiple users and distributed M 1
system access.
T.1.4 System shall provide the ability to allow one or more users to view the same M 1
T.1.5 System shall provide the ability to apply locks at the record level for update M 1
processing to ensure correct updating of the data.
T.1.6 System shall provide the ability to allow one or more users to query M 1
information and run reports at the same time.
T.1.7 System shall provide the ability to send message alert to all users with a M 1
banner messaging system.
T.1.8 System shall provide the ability to support real time and batch update M 1
processing.
T.1.9 System shall provide the ability to provide an open architecture for user and M 1
system interfaces based on current and industry-accepted standards,
methods, and protocols such as HTTP, XML, SOAP, FTP, etc.
T.1.10 System shall provide the ability to provide non-proprietary extensibility using M 1
standard, commonly available web-based or Microsoft-based tools and
languages.
T.1.11 System shall provide the ability to integrate with standard Microsoft Office D 2
products, including MS Word, MS Excel, MS Access and MS Outlook.
T.1.12 System shall provide the ability to provide wizards and templates for D 2
document creation.
T.1.13 System shall provide the ability to maintain an integrated database that is M 1
used across functionalities (e.g., customer services, work management,
GIS, etc.)
T.1.14 System shall provide the ability to prohibit record deletions. Use statuses to M 1
indicate records that were created in error.
T.1.15 System shall provide the ability to provide cancel/accept feature for any data M 1
T.1.16 System shall provide the creation.
entry screen or documentability to record all queries and changes made to a M 1
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.
T.1.17 System shall provide the ability to track the number of customer-access D 2
attempts via all access channels.
T.1.18 System shall provide the ability to display both codes and related text M 1
descriptions where necessary.
T.1.19 System shall provide the ability to integrate with an IVR system to provide M 1
telephonic data to end users and citizens.
T.1.20 System shall adhere to the accessibility standards adopted by the City as M 1
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 )
T.2 Network/Telecommunications
T.2.1 System shall operate within the existing telecommunications environment M 1
Page 40
CCSF CRM Technical Functionality
Functionality ID Description Functionality Level of Existing, Delivered after Delivered after Not Offered
Category Importance out-of-box CRM app is Major
(M-andatory, (1 - top; 3 - functionality Configured modification
D-esired) low) (included in (included in
price) price)
T.2.2 System shall support industry standard network protocols (e.g. TCP/IP) M 1
T.2.3 System shall support at least an estimated call volume of up to 6,500,000 M 1
customer interactions per year and a maximum of 700,000 calls per month
and accommodate a potential 20% growth per year
T.2.4 System shall require and support the implementation of City-wide DNS M 1
policies and standards to facilitate City-wide connectivity
T.3 Computer Telephony Integration
T.3.1 System shall communicate with the City PBX (Avaya 8700), IVR, and any M 1
other related components to support the overall 3-1-1 strategy and
implementation.
T.3.2 System shall perform functions based on data received from the City PBX, M 1
IVR and related components.
T.3.3 System shall provide softphone telephony functionality and support M 1
intelligent voice-data call transfers
T.3.4 System shall support, where appropriate, Session Initiation Protocol (SIP), M 1
CCXML and related call control standards
T.4 Universal Queue Support
T.4.1 System shall support e-mail and Web chat with e-mail solutions M 1
T.4.2 System shall support e-mail/fax/web inquiry handling M 1
T.4.3 System shall support tight integration of universal queuing with externally D 2
based business rules to support City citizen relationship management (CRM)
strategies
T.5 Workflow
T.5.1 System shall provide the ability to transfer collected information with M 1
workflow
T.5.2 System shall provide the ability to easily maintain workflow tables to perform M 1
functions including, but not limited to:
T.5.2.1 Add new workflow group M 1
T.5.2.2 Add/delete/change member in workflow group M 1
T.5.2.3 Set permissions for what group can workflow to what other groups M 1
T.5.3 System shall provide the ability for a supervisor/manager to see workflow M 1
assigned within his/her workgroup(s)
T.5.4 System shall provide graphical tools to devise/revise workflow D 2
T.6 Integration / Interface
T.6.1 System shall share data with and be integrated with any back end legacy M 1
system to support City citizen relationship management (CRM) strategies
T.6.2 System shall utilize industry-standard Application Programming Interfaces D 2
(API), adapters, adapter development kits and similar enterprise application
integration (EAI) tools, where possible, to facilitate data transmission
T.6.3 System shall provide the ability to integrate IVR system with CTI functionality M 1
(e.g. screen pop)
T.6.4 System shall provide the ability to provide an open architecture (non- M 1
proprietary) database
T.6.5 System shall provide the ability to accommodate necessary interfaces as M 1
new external systems are developed.
T.6.6 System shall provide the ability to interface with existing City systems using M 1
a variety of database systems such as Access, SQL Server, and Oracle
Page 41
CCSF CRM Technical Functionality
Functionality ID Description Functionality Level of Existing, Delivered after Delivered after Not Offered
Category Importance out-of-box CRM app is Major
(M-andatory, (1 - top; 3 - functionality Configured modification
D-esired) low) (included in (included in
price) price)
T.6.7 System shall provide the ability to perform bi-directional link/transform M 1
between call center, service request, work orders, and field entry devices
T.7 Redundancy and Scalability
T.7.1 System shall ensure that key system modules are redundant with automatic M 1
failure capabilities
T.7.2 System shall be scalable, including, but not limited to: M 1
T.7.1.1 Customer interaction volume M 1
T.7.1.2 Network architecture M 1
T.7.1.3 Cabling design M 1
T.7.1.4 Workflow M 1
T.8 Security
T.8.1 System shall be implemented with a security infrastructure and tools for M 1
protection of programs and data from intentional unauthorized access
attempts as well as security breaches due to accidental causes
T.8.2 System shall provide the ability to secure system to prevent unauthorized M 1
T.8.3 use.
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 1
T.8.5 System shall provide the ability to require the user to supply a password that M 1
requires some combination of letters and numbers.
T.8.6 System shall provide the ability to encrypt user IDs and passwords and M 1
impose minimum password lengths
T.8.7 System shall provide the ability to reset passwords (system administrator M 1
only).
T.8.8 System shall provide the ability to force users to change their passwords M 1
periodically.
T.8.9 System shall require and implement SSL encryption for highly sensitive M 1
communication of data
T.8.10 System shall support authentication with City-wide LDAP directories M 1
T.9 Accessibility, Reliability, and Flexibility
T.9.1 System should adhere to reliability metrics agreed upon under a negotiated M 1
service level agreement (SLA) with the software vendor
T.9.2 System must provide the ability to proactively monitor system performance M 1
and notify system administrator when problems arise
T.9.3 System shall support remote access for service/maintenance monitoring M 1
T.10 Audit
T.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 1
T.10.3 System shall provide transaction logs to record executed functions to M 1
facilitate diagnosis and reconciliation of system errors
T.10.4 System shall provide the ability to provide a full audit trail of every contact M 1
and contact history, together with each and every time a screen is accessed,
by whom, when and where.
T.11 Backup and Archive, and Business Continuity
T.11.1 System shall provide native backup and recovery of critical system tables, M 1
files and other information according to negotiated service level agreements
Page 42
CCSF CRM Technical Functionality
Functionality ID Description Functionality Level of Existing, Delivered after Delivered after Not Offered
Category Importance out-of-box CRM app is Major
(M-andatory, (1 - top; 3 - functionality Configured modification
D-esired) low) (included in (included in
price) price)
T.11.2 System shall include business continuity provisions including specific M 1
disaster recovery procedures and appropriate redundancy to avoid
disruptions of service
T.11.3 System shall provide the ability to provide a flexible archiving function M 1
wherein requests can be archived based on department specific rules, which
may include various dates and status settings associated with the requests.
T.11.4 System shall keep 3 years of data online and provide the ability to access D 2
archived data within a reasonably short timeframe.
T.12 System Administration
T.12.1 System shall provide the ability to provide System Administration functions. M 1
System Administration functions include all parameter driven set up,
including security functions.
T.12.2 System shall provide the ability to define a system administrator, who will M 1
have access to all functions in the systems, including system administration
and security, as well as all transaction types.
T.12.3 System shall provide the ability to allow multiple groups and roles that M 1
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.
T.13 Mobile Support
T.13.1 System shall provide the ability to access service request activity information M 1
from a wireless device
T.13.2 System shall provide the ability to update service request activities from a M 1
wireless device
T.13.3 System shall provide the ability to sort assignments by priority, date, or M 1
location for more effective planning
T.13.4 System shall provide the ability to choose the appropriate outcome of D 2
activities from a list and update the CRM system on the next synchronization
T.13.5 System shall provide the ability to create any of the service request types D 2
owned by a user’s group from the field
T.13.6 System shall provide the ability to re-assign a work assignment from the field D 2
T.13.7 System shall provide the ability to perform pre-defined queries from the field D 2
against the CRM system database for those needing to view historical
service request data based on type, location or participants
T.13.8 System shall provide the ability to view, edit and add to related service D 2
request information such as caller/participant data, questions and answers
relating to the task and location information
T.13.9 System shall provide the ability to synchronize data with the system based D 2
on a system defined time value, to ensure that CRM users can access
virtually real-time data at their fingertips
T.13.10 System shall provide the ability of the CRM mobile application to provide D 2
security on a number levels
T.13.11 System shall provide the ability to manage device security through the use if D 2
user groups
Page 43
CCSF CRM Technical Functionality
Functionality ID Description Functionality Level of Existing, Delivered after Delivered after Not Offered
Category Importance out-of-box CRM app is Major
(M-andatory, (1 - top; 3 - functionality Configured modification
D-esired) low) (included in (included in
price) price)
T.13.12 System shall provide the ability to support multiple types of wireless devices D 2
including, but not limited to: Compaq, Dell, and Blackberry
T.13.13 System shall provide the ability to send a database email confirmation once D 2
the service request is received from the web
T.14 Configuration
T.14.1 System shall provide the ability to define the criteria used to determine M 1
duplicate services requests
T.14.2 System shall provide the ability to set creation options for secondary types of M 1
services requests that can be automatically created and linked to the original
service request, including;
T.14.2.1 Definition of parent, child, companion and follow-on service request types M 1
T.14.2.2 Definition of default status and service request type for parent, child, M 1
companion and follow-on service request types
T.14.2.3 Assignment of the group(s) to which a service request can be cc’d M 1
T.14.3 System shall provide the ability to define the query or view access other M 1
groups can have on the service request being defined
T.14.4 System shall provide the ability to define the choices for each list of values M 1
which is used when answering questions during intake and resolution
T.14.5 System shall provide the ability for each department to define the resolution M 1
activities with unique duration in days and hours to a service request type
T.14.6 System shall provide the ability to define the default values to be M 1
automatically set when a service request is created
T.14.7 System shall provide the ability to define an choose location alerts that M 1
would be examined based on the location entered for the service request
type
T.14.8 System shall provide the ability to define if service request locations require M 1
validation
T.14.9 System shall provide the ability to define the geographical area information M 1
that can be displayed for the location
T.14.10 System shall provide the ability to configure a service request activity with M 1
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
T.14.11 System shall provide the ability to define and edit messages the can be M 1
sent/triggered by activities and status updates
T.14.12 System shall provide the ability to allow entry of additional supporting M 1
questions and answers that are not part of the original script
T.14.13 System shall provide the ability to configure message types to be sent at a M 1
particular time after an activity is created
T.14.14 System shall provide the ability to define overdue assignment message(s) M 1
and the number of days to allow
T.14.15 System shall provide the ability to restrict potential assignees for each M 1
associated activity type for a service request definition
T.14.16 System shall provide the ability to define the script questions to be displayed M 1
and to copy a service request definition for the basis of creating a new
service request definition
Page 44
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