Professional Documents
Culture Documents
CALL MANAGEMENT
F1
General
F.2
Database Support in Call Management
Softphone Features Pertaining to Queuing, Call Selection and Call
Transfers
F.3
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
Capabilities
F.26
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
Description
Functionality
Category
(M-andatory,
D-esired)
CALL MANAGEMENT
F1
General
F.1.1
System shall support service inquiries via phone contact
F.1.2
System shall tightly integrate with leading PBX systems, allowing the system
to communicate and pass information between them
F.1.3
System shall be readable and usable by blind users who rely on audible
screen reader software
F.1.4
System shall support TTY calls using on-screen communication with the 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
and logic residing in CRM databases to route calls based on the following:
F.2.1.1
F.2.1.2
F.2.1.3
F.2.1.4
F.2.2
F.2.3
F.2.4
Customer attributes
Language spoken
Origin of call
Topic of call
System shall employ database information for identifying high-risk customers
based on potential existence of customers' risk profiles
System shall employ database information to direct high-risk customers to
qualified or experienced agents each time they call
System shall have the ability to support real time and batch update processing
Level of
Existing,
Importance (1 out-of-box
- top; 3 - low) functionality
M
M
1
1
D
D
D
D
D
2
2
2
2
2
F.3
F.3.1
System shall allow service agents to select a specific call from queues based
on information from a screen display
System shall allow the agent to choose the next call to receive
System shall allow a supervisor to disable the call selection option
System shall allow an agent to automatically configure a rest period between
calls
System shall allow an agent to define work status, including:
Availability
Post-call work state
Logged-on status
Logged-off status
System shall maintain a log of all accounts the agent accessed during the day
and allow for updating at any time after the initial call was taken
System shall send messages to external organizations or field resources
indicating the absence of clients at sites scheduled for dispatched support
D
D
D
2
2
2
D
D
D
D
D
D
2
2
2
2
2
2
D
D
2
2
D
D
D
2
2
2
F.3.2
F.3.3
F.3.4
F.3.5
F.3.5.1
F.3.5.2
F.3.5.3
F.3.5.4
F.3.6
F.3.7
F.3.8
F.3.9
F.3.10
F.3.11
F.3.12
F.3.13
Page 2
Delivered after
CRM app is
Configured
(included in
price)
Delivered
after Major
modification
(included in
price)
Not Offered
Functionality ID
Description
INTERACTION MANAGEMENT
F.4
Inquiry Management - Inquiry Creation Capabilities
F.4.1
System shall create records of inquiries
F.4.2
System shall develop, customize, and maintain multiple inquiry templates for
different inquiry types
F.4.3
System shall develop, customize, and maintain inquiry categories for different
inquiry types
F.4.4
System shall develop, customize and maintain multiple customer-profile
templates for different customer types
F.4.5
System shall define fields of information as mandatory or optional
F.4.6
System shall record call activity data associated with a contact
F.4.7
System shall provide features to expedite data entry by an agent
F.4.8
System shall provide or support the following capabilities to assist the agent in
data entry:
F.4.8.1
Automatically record date and time of inquiry creation
F.4.8.2
Automatically record identity of agent receiving inquiry
F.4.8.3
Entering postal code to validate city and state
F.4.8.4
Entering postal code to automatically populate city, state and other pertinent
fields
F.4.8.5
Automatically assign a unique individual identification code (e.g., calling
number)
F.4.8.6
Automatically assign a unique individual identification code when importing
data from external sources
F.4.8.7
Fields for salutations
F.4.8.8
Fields for entering customer name prefix (e.g., Mr., Mrs., Miss and Ms.)
F.4.8.9
Fields for entering customer name suffix (e.g., III, Jr., Sr., MD or CFA)
F.4.8.10
Fields for indicating follow-up activities
F.4.8.11
Fields for information related to a transaction that the user can define
F.4.8.12
Display lists or menus containing multiple options for indicating category of
inquiry
F.4.8.13
Display lists or menus containing multiple options for indicating outcome of
inquiry
F.4.8.14
Display lists or menus containing multiple options for indicating satisfaction
of customer with inquiry interaction
F.4.8.15
Display lists or menus containing multiple options for indicating follow-up
activities
F.4.8.16
Quick entry of data via word completion capabilities when entering the
following specified data:
F.4.8.16.1
customer data
F.4.8.16.2
inquiry data
F.4.8.16.3
work order data
F.4.8.16.4
department-related data
F.4.8.16.5
agent-related data
F.4.8.17
Quick entry of data via sentence completion capabilities (i.e., this feature
entails completing field-level data entry based on recognition by the system
of key words)
F.4.8.18
Quick entry of data via sentence completion capabilities when entering the
following specified data
F.4.7.18.1
customer data
F.4.7.18.2
inquiry data
F.4.7.18.3
work order data
F.4.7.18.4
department-related data
F.4.7.18.5
agent-related data
F.5
Automatic Customer Data Entry
F.5.1
System shall provide automatic entry of customer data via field-based autopopulation (i.e., an entry in a field invokes population of a template with
appropriate information)
Functionality
Category
(M-andatory,
D-esired)
Level of
Importance
(1 - top; 3 low)
M
M
1
1
M
M
M
M
1
1
1
1
M
M
M
M
1
1
1
1
M
M
M
M
M
M
1
1
1
1
1
1
D
D
D
D
D
D
2
2
2
2
2
2
D
D
D
D
D
2
2
2
2
2
Page 3
Existing,
out-of-box
functionality
Delivered after
CRM app is
Configured
(included in
price)
Delivered after
Major
modification
(included in
price)
Not Offered
Functionality ID
Description
Functionality
Category
(M-andatory,
D-esired)
Level of
Importance
(1 - top; 3 low)
D
D
2
2
M
M
D
D
D
D
1
1
2
2
2
2
M
M
1
1
F.6.5
F.6.6
F.6.7
System shall stop further actions once a data entry error is identified
System shall allow for automated departmental codes to be used
System shall support error elimination and reporting and build bullet-proof,
error-free processes by reducing the scope for data-entry input error
M
M
D
1
1
2
F.6.8
System shall support data input controls, including more forced input of
required information
System shall indicate a repeat caller
System shall allow notes to be provided at key points in the inquiry creation
process to enable the agent to elaborate on a data point
System shall have the ability to:
Define and maintain business rules for a particular field of information (field
edits)
Define default values for a field. This includes the ability to automatically
populate fields based on the value of another field
Define the format for assigned tracking numbers or document numbers.
This includes the ability to reset tracking and document numbers on a
scheduled basis
D
D
2
2
M
M
1
1
M
M
M
M
1
1
1
1
F.5.1.1
F.5.1.2
F.5.1.3
F.5.2
F.5.2.1
F.5.2.2
F.5.2.3
F.5.2.4
F.5.2.5
F.5.2.6
F.6
F.6.1
F.6.2
F.6.3
F.6.4
F.6.9
F.6.10
F.6.11
F.6.11.1
F.6.11.2
F.6.11.3
F.7
F.7.1
F.7.2
F.7.3
F.7.4
F.7.5
F.7.6
F.7.7
F.7.8
System shall have the ability to assign a date/timestamp to request note entry.
F.7.9
System shall have the ability to assign the name of the person who made the
request note entry, based on user ID.
Page 4
Existing,
out-of-box
functionality
Delivered after
CRM app is
Configured
(included in
price)
Delivered after
Major
modification
(included in
price)
Not Offered
Functionality ID
F.7.10
F.7.11
F.8
F.8.1
F.8.2
F.8.2.1
F.8.2.2
F.8.2.3
F.8.2.4
F.8.2.5
F.8.2.6
F.8.2.7
F.8.2.8
F.8.2.9
F.8.2.10
F.8.2.11
F.8.2.12
F.8.2.13
F.8.2.14
F.8.2.15
F.8.2.16
F.8.2.16.1
F.8.2.16.2
F.8.3
F.8.3.1
F.8.3.2
F.8.3.3
F.8.3.4
F.8.3.5
F.8.3.6
F.8.3.7
F.8.3.8
F.8.3.9
F.8.3.10
F.8.3.11
F.8.3.12
F.8.4
F.8.4.1
F.8.4.2
F.8.4.3
F.8.4.4
F.8.5
F.8.5.1
F.8.5.2
F.8.5.3
F.8.6
F.8.6.1
F.8.6.2
F.8.6.3
Description
Functionality
Category
(M-andatory,
D-esired)
Level of
Importance
(1 - top; 3 low)
System shall have the ability to display request notes in reverse chronological
order, beginning with the most recent note recorded.
System shall have the ability to sort notes dynamically by date (ascending
chronological order) or the name of the person who made the note.
Data View Capabilities
System shall view original information entered for records
System shall view the following inquiry-related data for multiple records in
table/list form including, but not limited to:
Inquiry ID (i.e., uniquely identifies the inquiry record)
Inquiry type (i.e., out of a predefined range)
Severity level or priority (i.e., out of a predefined range)
Source of inquiry, including:
Phone call
E-mail inquiry
Web inquiry (i.e., entered at a designated Web site)
Fax inquiry
Live walk-in
Status (i.e., out of a predefined range)
Number of days since creation
Number of days since last customer contact
Due date and time
Total time spent working on inquiry
Total time spent by specific service agent or user
Change data, inquiry history or audit trail (i.e., essentially, a log of all action
data) (see below)
Relationship between inquiry, customers and organizations
Description (i.e., free-form data or notes section)
System shall view the following action-related data for multiple records in
table/list form including, but not limited to:
Date of action
Time of action
Action type (i.e., out of predefined range), including:
Creation
Follow-up activity
Closure
Reopening
Carbon copy (i.e., spin-off or notification)
Hand-off (i.e., ownership or responsibility transfer)
Service agent or user responsible for action
Time required for action
Action description (i.e., free-form data or notes section)
System shall view the following service-related data for multiple records in
table/list form including, but not limited to:
Service information
Service type
Service name
Department responsible
System shall view the following customer-related data for multiple records in
table/list form including, but not limited to:
Customer profile: name, contact information, position or organization
Organization profile: organization name, address, contacts or links
Customer satisfaction: from follow-up call after inquiry is closed
System shall view the following CSS-agent or user data for multiple records in
table/list form including, but not limited to:
Agent or user profile: name, position, department and contact information
M
M
1
1
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
D
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
2
D
D
M
2
2
1
M
M
M
M
M
M
M
D
D
D
D
D
M
1
1
1
1
1
1
1
2
2
2
2
2
1
M
M
M
M
M
1
1
1
1
1
M
M
M
M
1
1
1
1
M
M
1
1
Page 5
Existing,
out-of-box
functionality
Delivered after
CRM app is
Configured
(included in
price)
Delivered after
Major
modification
(included in
price)
Not Offered
Functionality ID
F.8.6.4
F.8.6.5
F.8.7
F.8.7.1
F.8.7.2
F.8.7.3
F.8.7.4
F.8.7.5
F.8.7.6
F.8.7.7
F.8.7.8
F.8.7.9
F.8.7.10
F.9
F.9.1
F.9.2
F.9.3
F.9.4
F.9.5
F.9.6
F.9.7
F.9.8
F.9.8.1
F.9.8.2
F.9.8.3
F.9.9
F.9.9.1
F.9.9.2
F.9.9.3
F.9.9.4
F.9.9.5
F.9.9.6
F.9.10
F.9.11
F.9.12
F.9.13
F.9.14
F.9.14.1
F.9.15
F.10
F.10.1
F.10.1.1
F.10.1.2
F.10.1.3
F.10.1.4
Description
Functionality
Category
(M-andatory,
D-esired)
Level of
Importance
(1 - top; 3 low)
M
M
M
1
1
1
M
M
M
M
M
M
M
M
M
D
1
1
1
1
1
1
1
1
1
2
M
M
D
D
D
1
1
2
2
2
System shall perform the following actions on multiple records selected from a
list:
Multiple closure of inquiry records
Multiple reopening of inquiry records
Multiple printing of individual inquiry records to a local printer
System shall access customer contact information online, including:
Work orders
Application for service
Letters
E-mail and Internet correspondence
Statements
Direct mail history
System shall have the ability to set status codes for each transaction.
System shall have the ability to allow status code values to be defined
uniquely for each type of transaction, or sub-set of transactions.
System shall have the ability to allow status code values to be defined
uniquely for each type of transaction, or sub-set of transactions.
System shall have the ability to apply only valid status codes based on the
activity recorded for the request. (i.e. cannot close a request if there are work
orders pending).
System shall link system to databases of partners or contracted organizations
D
D
D
D
D
D
D
D
D
D
D
D
2
2
2
2
2
2
2
2
2
2
2
2
D
D
2
2
M
M
M
M
1
1
1
1
Page 6
Existing,
out-of-box
functionality
Delivered after
CRM app is
Configured
(included in
price)
Delivered after
Major
modification
(included in
price)
Not Offered
Functionality ID
F.10.1.5
F.10.1.6
F.10.1.7
F.10.1.8
F.10.1.9
F.10.1.10
F.10.1.11
F.10.2
F.10.2.1
F.10.2.2
F.10.2.3
F.10.2.3.1
F.10.2.3.2
F.10.2.3.3
F.10.2.3.4
F.10.2.3.5
F.10.2.3.6
F.10.2.3.7
F.10.2.3.8
F.10.2.3.9
F.10.3
F.10.3.1
F.10.3.2
F.10.3.3
F.10.3.4
F.10.4
F.10.4.1
F.10.4.2
F.10.4.3
F.10.5
F.10.5.1
F.10.5.2
F.10.5.3
F.10.5.4
F.10.5.5
F.10.5.6
F.10.5.7
F.10.5.8
F.10.5.9
F.10.5.10
F.10.5.11
F.10.5.12
F.10.5.13
F.10.5.14
F.10.5.15
F.10.5.16
F.11
F.11.1
F.11.2
Description
Functionality
Category
(M-andatory,
D-esired)
Level of
Importance
(1 - top; 3 low)
M
M
M
M
M
1
1
1
1
1
M
M
M
1
1
1
M
M
M
M
M
M
M
M
M
M
M
M
1
1
1
1
1
1
1
1
1
1
1
1
M
M
M
M
M
1
1
1
1
1
M
M
M
M
1
1
1
1
M
M
M
M
M
M
M
M
M
M
M
M
M
M
D
1
1
1
1
1
1
1
1
1
1
1
1
1
1
2
M
M
1
1
Page 7
Existing,
out-of-box
functionality
Delivered after
CRM app is
Configured
(included in
price)
Delivered after
Major
modification
(included in
price)
Not Offered
Functionality ID
Description
Functionality
Category
(M-andatory,
D-esired)
Level of
Importance
(1 - top; 3 low)
D
D
D
2
2
2
D
D
D
2
2
2
D
D
D
2
2
2
D
D
D
2
2
2
F.11.20.1
F.11.20.2
F.11.20.3
F.11.21
F.11.22
F.11.23
F.11.24
D
D
D
D
D
D
D
2
2
2
2
2
2
2
F.11.25
F.11.26
F.11.27
F.11.28
D
M
M
M
2
1
1
1
F.11.29
System shall allow customers to establish a chat session with an agent via a
Web site
System shall allow customers to submit a request for a call back via a Web
site
System shall allow a Web site-originating inquiry to be directed to the same
queue displayed by the screen pop as voice calls
System shall distinguish Web site-originating inquiries residing in a queue
from voice calls
System shall designate different priorities for Web site originating inquiries
within queues
System shall transmit a standard e-mail in response to an inquiry that
confirms receipt of Web site-originating inquiry and sets expectations on
entitled services (e.g., when to expect a response)
F.11.3
F.11.4
F.11.5
F.11.6
F.11.7
F.11.8
F.11.9
F.11.10
F.11.11
F.11.12
F.11.13
F.11.14
F.11.15
F.11.16
F.11.17
F.11.18
F.11.19
F.11.20
F.11.30
F.11.31
F.11.32
F.11.33
F.11.34
Page 8
Existing,
out-of-box
functionality
Delivered after
CRM app is
Configured
(included in
price)
Delivered after
Major
modification
(included in
price)
Not Offered
Functionality ID
F.11.35
F.11.35.1
F.11.35.2
F.11.35.3
F.11.36
F.11.37
F.11.38
Description
Functionality
Category
(M-andatory,
D-esired)
Level of
Importance
(1 - top; 3 low)
D
D
D
D
2
2
2
2
D
M
2
1
F.11.38.1
F.11.38.2
M
M
1
1
F.11.38.3
D
D
D
D
2
2
2
2
D
D
D
D
D
D
D
2
2
2
2
2
2
2
D
D
D
2
2
2
M
M
1
1
F.11.38.4
F.11.38.5
F.11.38.6
F.11.38.7
F.11.38.8
F.11.38.9
F.11.38.10
F.11.38.11
F.11.38.12
F.11.38.12.1
F.11.38.12.2
F.11.38.12.3
F.11.38.12.4
F.11.38.12.5
F.11.39
F.11.40
F.11.41
F.11.42
F.11.43
F.11.44
F.11.45
F.11.46
F.12
F.12.1
F.12.2
F.12.2.1
F.12.2.2
Page 9
Existing,
out-of-box
functionality
Delivered after
CRM app is
Configured
(included in
price)
Delivered after
Major
modification
(included in
price)
Not Offered
Functionality ID
F.12.2.3
F.12.2.4
F.12.2.5
F.12.2.6
F.12.2.7
F.12.2.8
F.12.2.9
F.12.2.10
F.12.2.11
F.12.2.12
F.12.3
F.12.4
F.12.5
F.12.6
F.12.7
F.12.8
F.12.9
F.12.9.1
F.12.9.2
F.12.9.3
F.12.10
F.12.11
F.12.11.1
F.12.11.2
F.12.11.3
F.12.12
F.12.13
F.12.14
F.12.15
F.12.16
F.12.16.1
F.12.16.2
F.12.16.3
F.12.16.4
F.12.16.5
F.12.16.6
F.13
F.13.1
Description
Functionality
Category
(M-andatory,
D-esired)
Level of
Importance
(1 - top; 3 low)
M
M
M
M
M
M
M
M
M
M
M
1
1
1
1
1
1
1
1
1
1
1
System shall identify the stage at which the customer exited the IVR, and
present the voice and data to the agent with the customer details on a screen
simultaneously
System shall provide screen pops to accompany calls conveying specified
standard customer contact information
System shall support screen pops and coordinated transfer via IVR
System shall support screen pops automatically populated with callers
customer service history details on screen, including, but not limited to:
Information pertaining to last client call (if possible)
Information pertaining to specific services
Support automatic contact history including programming inquiries, standard
customer history notes, complaints or commendations
System shall record and identify repeat callers
System shall provide or support the following:
Recording of customer demographics automatically
Capture of time, date and purpose of initial enquiry
Screen warnings for extended talk times or long hold times
System shall support the following features: online directory, announcements,
support paging information or support text messages
System shall support automatic recognition of performance and alert
colleagues of call handling performances, with online congratulations for
identified agents
M
M
1
1
M
M
M
1
1
1
M
M
M
M
M
D
1
1
1
1
1
2
D
D
2
2
D
D
D
D
2
2
2
2
Page 10
Existing,
out-of-box
functionality
Delivered after
CRM app is
Configured
(included in
price)
Delivered after
Major
modification
(included in
price)
Not Offered
Functionality ID
Description
Functionality
Category
(M-andatory,
D-esired)
Level of
Importance
(1 - top; 3 low)
F.14.3
F.14.4
System shall have the ability to automatically track events and flag missed
deadlines and appointments.
System shall have the ability to alert user of scheduling conflicts as
appointments are made.
Verify the availability of individual agents or analysts
Verify the availability of resources (e.g., rooms and equipment)
Identify available agents or analysts
Identify available resources
Identify or suggest available dates or times for agents or analysts
Identify or suggest available dates or times for resources
Define appointments for agents or analysts during hours of availability
Define more than one type of appointment for service agents (e.g., call or
meeting)
Track time spent by service agents on one specific appointment
Track total time spent by service agents on more than one appointment
Track total time spent by agent on an inquiry from creation to closure
Track total time spent by agent on a group of inquiries from creation to
closure
System shall support the following capabilities when a service agent is
unavailable:
Notify the appropriate service agent or manager
Determine and log the cause of unavailability within the context of agent not
on duty or too many inquiries
Allow audit trails for unavailability of agent
Route calls to an appropriate alternative service agent
System shall check if more than one service agent is working on a particular
inquiry or request, and alert the CSS service agents of such occurrence
D
D
D
D
D
D
D
D
2
2
2
2
2
2
2
2
D
D
D
D
2
2
2
2
M
M
1
1
M
M
M
1
1
1
System shall perform automatic follow-up on specific date or time via visual or
sound notification
System shall perform automatic follow-up on specific date or time via e-mail
F.13.2
F.13.3
F.13.4
F.13.5
F.13.6
F.13.7
F.14
F.14.1
F.14.2
F.14.5
F.14.5.1
F.14.5.2
F.14.5.3
F.14.5.4
F.14.5.5
F.14.5.6
F.14.5.7
F.14.5.8
F.14.5.9
F.14.5.10
F.14.5.11
F.14.5.12
F.14.6
F.14.6.1
F.14.6.2
F.14.6.3
F.14.6.4
F.14.7
F.14.8
F.14.9
F.14.10
F.15
Page 11
Existing,
out-of-box
functionality
Delivered after
CRM app is
Configured
(included in
price)
Delivered after
Major
modification
(included in
price)
Not Offered
Functionality ID
Functionality
Category
(M-andatory,
D-esired)
Level of
Importance
(1 - top; 3 low)
System shall have the ability to define and maintain transaction codes and
department codes for the city.
System shall have the ability to assign transaction codes to create, update,
store, and categorize an unlimited number of requests based on types (e.g.,
pothole, missed garbage, department complaints).
F.15.3
F.15.4
F.15.5
System shall have the ability to assign a priority code, based on transaction
type. The operator should be able to override a priority code assigned to a
transaction.
System shall have the ability to categorize the call initiator. Most will be
citizen, but external agencies may also initiate a request for service or report
a problem.
System shall have the ability to categorize the type of contact. Type of contact
would include phone call, U.S. Mail, E-mail, web entry, walk-in.
System shall have the ability to categorize a call as invalid (does not require a
response by the city).
Extraordinary Event Tracking
System shall have the ability to automatically assign a unique tracking number
for each request.
System shall have the Ability to automatically assign a date and time stamp
for each request.
System shall have the ability to automatically record the person who
processed the call, based on user ID.
System shall have the ability to automatically determine duplicate requests by
type, date range, and location using GIS data. This includes the ability to
depict whether the duplicate request is open, closed, in the resolution
process, etc.
System shall have the ability to maintain recurring requests that may be
automatically entered into the system based on dates set up in the recurring
request schedule.
System shall have the ability to count transactions, rather than store each call
transaction taken during an extraordinary event that doesnt require detailed
information to be recorded.
System shall have the ability to establish thresholds that are defined by the
user for the use of exception handling and audit trail purposes.
Forms
System shall have the ability to create, print, and store standard forms.
System shall have the ability to create, print, and store forms with areas that
can be customized.
System shall have the ability to store forms as a document type that is popular
and easily recognized by most computer software (i.e. Word, Excel, PDF).
M
M
1
1
F.15.1
F.15.2
F.15.6
F.15.7
F.15.8
F.16
F.16.1
F.16.2
F.16.3
F.16.4
F.16.5
F.16.6
F.16.7
F.17
F.17.1
F.17.2
F.17.3
Description
Page 12
Existing,
out-of-box
functionality
Delivered after
CRM app is
Configured
(included in
price)
Delivered after
Major
modification
(included in
price)
Not Offered
Functionality ID
Description
Functionality
Level of
Existing,
Delivered after Delivered after
Category
Importance (1 out-of-box
CRM app is
Major
(M-andatory, D- - top; 3 - low) functionality
Configured
modification
esired)
(included in
(included in
price)
price)
INFORMATION MANAGEMENT
F.18
Knowledge-Base Engine
System shall provide search mechanisms for identifying like solutions to a
F.18.1
problem
F.18.2
System shall provide search engines that encompass the following basic
capabilities:
F.18.2.1
Keyword search
F.18.2.2
Part of a keyword
F.18.2.3
Exact word search
F.18.2.4
Boolean search
F.18.2.5
Full text (i.e., but no rule-base)
F.18.2.6
Decision tree (i.e., but no rule-base)
F.18.2.7
Bubble search (i.e., a relevancy search for most recently asked questions
pertaining to similar subjects)
System shall provide search engines that encompass the following advanced
F.18.3
capabilities:
F.18.3.1
General decision tree
F.18.3.2
General inference engine
F.18.3.3
CASE-based
F.18.3.4
Adaptive learning
F.18.3.5
Index filtering
F.18.4
System shall provide a search engine that supports the following capabilities:
M
M
M
M
D
D
D
1
1
1
1
2
2
2
D
D
D
D
D
M
2
2
2
2
2
1
F.18.4.1
F.18.4.2
F.18.4.3
F.18.4.4
M
M
M
M
1
1
1
1
F.18.4.5
F.18.4.6
F.18.5
F.18.5.1
F.18.5.2
F.18.5.3
F.18.5.4
F.18.5.5
F.18.5.6
F.18.6
D
D
M
M
M
M
M
M
D
D
2
2
1
1
1
1
1
1
2
2
D
D
2
2
D
D
2
2
F.18.6.1
F.18.6.2
F.18.6.3
F.18.6.4
Page 13
Not Offered
Functionality ID
F.18.7
F.18.7.1
F.18.7.2
F.18.7.3
F.18.7.4
F.18.7.5
F.18.7.6
F.18.7.6.1
F.18.7.6.2
F.18.7.6.3
F.18.7.7
F.18.7.8
F.18.7.9
F.18.7.10
F.18.7.11
F.18.7.12
F.18.7.13
F.18.7.14
F.19
F.19.1
F.19.1.1
F.19.1.2
F.19.1.3
F.19.1.4
F.19.1.5
F.19.1.6
Description
Functionality
Level of
Existing,
Delivered after Delivered after
Category
Importance (1 out-of-box
CRM app is
Major
(M-andatory, D- - top; 3 - low) functionality
Configured
modification
esired)
(included in
(included in
price)
price)
M
M
1
1
D
D
2
2
D
D
D
D
2
2
2
2
M
M
M
M
M
M
M
1
1
1
1
1
1
1
Page 14
Not Offered
Functionality ID
F.19.1.7
F.19.1.8
F.19.1.9
F.19.1.10
F.19.1.11
F.19.1.12
F.19.1.13
F.19.1.14
F.19.1.15
F.19.1.16
F.19.1.17
F.19.1.18
F.19.1.19
F.19.1.20
F.19.2
F.19.3
F.19.3.1
F.19.3.2
F.19.3.3
F.19.3.4
F.19.3.5
F.19.3.6
F.19.3.7
F.19.3.8
F.19.3.9
F.19.3.10
F.19.3.11
F.19.3.12
F.19.3.13
F.19.4
F.19.5
F.19.5.1
F.19.5.2
F.19.5.3
F.19.5.4
F.19.5.5
F.19.5.6
F.19.5.7
Description
Functionality
Level of
Existing,
Delivered after Delivered after
Category
Importance (1 out-of-box
CRM app is
Major
(M-andatory, D- - top; 3 - low) functionality
Configured
modification
esired)
(included in
(included in
price)
price)
E-mail inquiry
Web inquiry (i.e., entered at a designated
Web site)
Fax inquiry
Live walk-in
Status (i.e., out of a predefined range)
Number of days since creation
Number of days since last customer touch
Due date and time
Total time spent working on inquiry
Total time spent by specific service agent or user
Change data, inquiry history or audit trail (i.e., essentially, a log of all action
data) (see below)
Relationship between inquiry, customers and organizations
Description (i.e., free-form data or notes section)
System shall include a snapshot of any customer information in the primary
CRM window so users need not navigate to other windows to find key
information
System shall enter and track action-related data including, but not limited to:
Date of action
Time of action
Action type (i.e., out of predefined range), including:
Creation
Follow-up activity
Closure
Reopening
Carbon copy (i.e., spin-off or notification)
Hand-off (i.e., ownership or responsibility transfer)
Suspension for a specified period of time
Service agent/user responsible for action
Time required for action
Action description (i.e., free-form data or notes section)
System shall track the category of collateral already sent to a customer for a
particular service event
System shall enter and track service-related data including, but not limited to:
Service information
Service family (if applicable)
Service name
Service category
Service type
Responsible Departments
Responsible Parties
Page 15
M
M
M
M
M
M
M
M
M
M
M
M
1
1
1
1
1
1
1
1
1
1
1
1
M
M
D
1
1
2
M
M
M
M
M
M
M
M
D
D
D
M
M
M
D
1
1
1
1
1
1
1
1
2
2
2
1
1
1
2
M
M
M
M
M
M
M
1
1
1
1
1
1
1
Not Offered
Functionality ID
F.19.6
F.19.7
F.19.7.1
F.19.7.2
F.19.7.3
F.19.7.4
F.19.7.5
F.19.8
F.19.9
F.19.10
F.19.11
F.19.12
F.19.13
F.19.14
F.19.15
F.19.15.1
F.19.15.2
F.19.15.3
F.19.15.4
F.19.15.5
F.19.15.6
F.19.15.7
F.19.15.8
F.19.16
F.19.16.1
F.19.16.2
F.19.16.3
F.19.16.4
F.19.16.5
F.19.16.6
F.19.16.7
Description
Functionality
Level of
Existing,
Delivered after Delivered after
Category
Importance (1 out-of-box
CRM app is
Major
(M-andatory, D- - top; 3 - low) functionality
Configured
modification
esired)
(included in
(included in
price)
price)
M
M
M
M
M
1
1
1
1
1
D
D
D
D
D
D
D
D
M
M
M
M
2
2
2
2
2
2
2
2
1
1
1
1
M
M
D
D
1
1
2
2
Page 16
Not Offered
Functionality ID
F.19.17
F.19.18
F.19.19
F.19.20
F.19.21
F.19.22
F.19.23
F.19.24
F.19.25
F.19.25.1
F.19.25.2
F.19.25.3
F.19.25.4
F.19.26
F.19.27
F.19.28
F.19.29
F.19.29.1
F.19.29.2
F.19.29.3
F.19.29.4
F.19.29.5
F.19.29.6
F.19.29.7
F.19.29.8
F.19.29.9
F.19.30
F.19.31
F.19.31.1
F.19.31.2
F.19.31.3
F.19.31.4
F.19.31.5
F.19.31.6
F.19.31.7
Description
Functionality
Level of
Existing,
Delivered after Delivered after
Category
Importance (1 out-of-box
CRM app is
Major
(M-andatory, D- - top; 3 - low) functionality
Configured
modification
esired)
(included in
(included in
price)
price)
Page 17
D
D
D
D
2
2
2
2
D
M
M
M
M
M
M
M
2
1
1
1
1
1
1
1
M
M
M
M
M
M
M
M
M
M
1
1
1
1
1
1
1
1
1
1
M
M
M
M
M
M
M
M
1
1
1
1
1
1
1
1
Not Offered
Functionality ID
F.19.31.8
F.19.31.9
F.19.31.10
F.19.31.11
F.19.31.12
F.19.31.13
F.20
F.20.1
F.20.2
F.20.2.1
F.20.2.1.1
F.20.2.1.2
F.20.2.1.3
F.20.2.2
F.20.2.2.1
F.20.2.2.2
F.20.2.2.3
F.20.2.2.4
F.20.2.2.5
F.20.2.3
F.20.2.4
F.20.2.5
F.20.2.6
F.20.2.7
F.20.2.8
F.20.2.8.1
F.20.2.8.2
F.20.2.8.3
F.20.2.8.3.1
F.20.2.8.3.2
F.20.2.8.3.3
F.20.2.8.3.3.1
F.20.2.8.3.3.2
F.20.2.8.3.3.3
F.20.2.8.3.3.4
F.20.2.8.3.3.5
F.20.2.8.3.3.6
F.20.2.8.3.3.7
F.20.2.8.3.3.8
F.20.2.8.3.3.9
F.20.2.8.3.3.10
Description
Functionality
Level of
Existing,
Delivered after Delivered after
Category
Importance (1 out-of-box
CRM app is
Major
(M-andatory, D- - top; 3 - low) functionality
Configured
modification
esired)
(included in
(included in
price)
price)
Page 18
M
M
M
M
M
M
1
1
1
1
1
1
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
M
M
M
M
M
M
M
M
M
M
D
D
D
D
D
D
1
1
1
1
1
1
1
1
1
1
2
2
2
2
2
2
Not Offered
Functionality ID
F.20.3
F.20.3.1
F.20.3.2
F.20.3.3
F.20.4
F.20.4.1
F.20.4.2
F.20.4.3
F.20.5
F.20.5.1
F.20.5.2
F.20.5.3
F.20.5.4
F.20.5.5
F.20.6
F.20.6.1
F.20.6.1.1
F.20.6.1.2
F.20.6.2
F.20.6.2.1
F.20.6.2.2
F.20.6.3
F.20.6.3.1
F.20.6.3.2
F.20.6.4
F.20.6.4.1
F.20.6.4.2
F.21
F.21.1
F.21.1.1
F.21.1.2
F.21.1.3
F.21.1.4
F.21.1.4.1
F.21.1.4.2
F.21.1.4.3
F.21.1.4.4
F.21.1.4.5
Description
Functionality
Level of
Existing,
Delivered after Delivered after
Category
Importance (1 out-of-box
CRM app is
Major
(M-andatory, D- - top; 3 - low) functionality
Configured
modification
esired)
(included in
(included in
price)
price)
M
M
M
M
1
1
1
1
M
M
M
M
1
1
1
1
M
M
M
M
M
1
1
1
1
1
M
M
M
M
M
M
M
M
M
M
M
M
1
1
1
1
1
1
1
1
1
1
1
1
M
M
M
M
M
M
M
M
M
1
1
1
1
1
1
1
1
1
Page 19
Not Offered
Functionality ID
F.21.1.4.6
F.21.1.4.7
F.21.1.4.8
F.21.1.4.9
F.21.1.4.10
F.21.1.4.11
F.21.1.4.12
F.21.1.4.13
F.21.2
F.21.2.1
F.21.2.2
F.21.2.3
F.21.2.3.1
F.21.2.3.2
F.21.2.3.3
F.21.2.3.4
F.21.2.3.5
F.21.2.3.6
F.21.2.3.7
F.21.2.3.8
F.21.2.3.9
F.21.2.3.10
F.21.3
F.21.3.1
F.21.3.2
F.21.3.3
F.21.3.4
F.21.4
F.21.4.1
F.21.4.2
F.21.4.3
F.21.5
F.21.5.1
F.21.5.2
F.21.5.3
F.21.5.4
F.21.5.5
F.21.5.6
F.21.5.7
Description
Functionality
Level of
Existing,
Delivered after Delivered after
Category
Importance (1 out-of-box
CRM app is
Major
(M-andatory, D- - top; 3 - low) functionality
Configured
modification
esired)
(included in
(included in
price)
price)
M
M
M
M
M
D
1
1
1
1
1
2
D
D
M
2
2
1
M
M
M
M
M
M
M
M
M
M
M
M
M
M
1
1
1
1
1
1
1
1
1
1
1
1
1
1
M
M
M
M
M
1
1
1
1
1
Type
Version
Responsible agent or department
System shall sort listed records by specified customer-related data including,
but not limited to:
Customer profile: name, contact information, position or organization
Organization profile: organization name, address, contacts or links
Contract information or service-level agreements
Customer entitlements
Customer contract value
Customer credit information
Customer satisfaction: from follow-up call after inquiry is closed
M
D
D
M
1
2
2
1
M
M
M
M
M
M
M
1
1
1
1
1
1
1
Page 20
Not Offered
Functionality ID
F.21.6
F.21.6.1
F.21.6.2
F.21.6.3
F.21.6.4
F.21.6.5
F.21.7
F.21.7.1
F.21.7.2
F.21.7.3
F.21.7.4
F.21.7.5
F.21.7.6
F.21.7.7
F.21.7.8
F.21.7.9
F.21.7.10
F.21.8
F.21.9
Description
Functionality
Level of
Existing,
Delivered after Delivered after
Category
Importance (1 out-of-box
CRM app is
Major
(M-andatory, D- - top; 3 - low) functionality
Configured
modification
esired)
(included in
(included in
price)
price)
Agent/user skills
Agent/user availability
Total time spent by agent or user on all inquiries
Total time spent by agent or user on a specific inquiry
System shall sort listed records by specified general data including, but not
limited to:
Total number of open inquiries
Same as above, per department
Same as above, per agent
Total number of open inquiries of type x (e.g., overdue)
Same as above, per department
Same as above, per agent
Total number of inquiries processed per unit time
Same as above, per department
Same as above, per agent
Response time statistics overall, per department, per agent.
System shall apply locks at the correct record level for update processing to
ensure correct updating of the data
System shall sort listed records by expected completion date
M
M
M
M
M
1
1
1
1
1
M
M
M
M
M
M
M
M
M
M
M
1
1
1
1
1
1
1
1
1
1
1
Page 21
Not Offered
Functionality ID
Description
Functionality
Level of
Existing,
Delivered after
Category
Importance (1 out-of-box
CRM app is
(M-andatory, - top; 3 - low) functionality
Configured
D-esired)
(included in
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
F.22.2
M
M
1
1
M
M
1
1
D
D
D
M
M
D
D
D
D
D
D
D
D
2
2
2
1
1
2
2
2
2
2
2
2
2
F.22.9
F.22.9.1
F.22.9.2
F.22.9.3
F.22.10
F.22.11
Call history and status of any outstanding requests with the organization
Demographic information
Hobbies, interests or lifestyle preferences
System shall allow other members of a household to develop a profile
System shall design and broadcast promotions that appeal to specific profiles
D
D
D
D
D
2
2
2
2
2
F.22.3
F.22.3.1
F.22.3.2
F.22.3.3
F.22.4
F.22.4.1
F.22.4.2
F.22.4.3
F.22.4.4
F.22.5
F.22.5.1
F.22.6
F.22.6.1
F.22.6.2
F.22.6.3
F.22.6.4
F.22.6.5
F.22.6.6
F.22.7
F.22.8
F.22.8.1
Page 22
Delivered after
Major
modification
(included in
price)
Not Offered
Functionality ID
F.22.12
F.22.13
F.22.14
F.22.15
F.22.16
F.22.17
F.22.18
F.22.19
F.22.20
F.22.21
F.22.22
F.22.23
F.22.24
F.22.25
Description
Functionality
Level of
Existing,
Delivered after
Category
Importance (1 out-of-box
CRM app is
(M-andatory, - top; 3 - low) functionality
Configured
D-esired)
(included in
price)
D
D
2
2
System shall have the ability for the public web site to provide instructions for
non-English speaking individuals.
System shall have the ability to tailor the web entry forms for public use to a
subset of transactions used by the city. The client will determine which
transactions are available for public web reporting.
System shall have the ability for web entry forms for the public to use the
same business-defined editing rules as transactions entered by a city
operator.
System shall have the ability to post web entries as real-time transactions to
the CRM database.
System shall have the ability to validate data and automate processes within
the web entry forms to assist customer self-services access.
System shall have the ability to integrate web entry forms with multi-queue
workflow.
Page 23
Delivered after
Major
modification
(included in
price)
Not Offered
Functionality ID
Description
Functionality
Level of
Existing, out- Delivered after Delivered after
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)
Page 24
M
M
M
M
M
M
M
M
D
M
1
1
1
1
1
1
1
1
2
1
M
M
M
M
M
D
M
1
1
1
1
1
2
1
M
M
M
M
M
1
1
1
1
1
M
M
D
M
1
1
2
1
M
D
M
M
M
1
2
1
1
1
Not Offered
Functionality ID
F.23.7
F.23.7.1
F.23.7.2
F.23.7.3
F.23.7.4
F.23.7.5
F.23.7.6
F.24
F.24.1
F.24.2
F.24.3
F.24.4
F.24.5
F.24.6
F.24.7
F.24.8
F.24.9
F.24.10
F.24.11
F.24.12
F.24.13
F.24.14
F.24.14.1
F.24.14.2
F.24.14.3
F.24.14.4
F.24.14.5
F.24.14.6
F.24.14.7
F.24.14.8
F.24.14.9
F.24.14.10
F.24.14.11
F.24.14.12
F.24.14.13
F.24.14.14
F.24.14.15
Description
Functionality
Level of
Existing, out- Delivered after Delivered after
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)
M
M
M
M
M
M
1
1
1
1
1
1
M
M
1
1
M
M
M
1
1
1
M
M
1
1
M
M
1
1
M
M
1
1
M
M
M
M
M
D
1
1
1
1
1
2
D
D
D
D
D
D
D
D
D
D
2
2
2
2
2
2
2
2
2
2
Page 25
Not Offered
Functionality ID
F.24.14.16
Description
Functionality
Level of
Existing, out- Delivered after Delivered after
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)
D
F.24.14.17
F.24.14.18
F.24.14.19
F.24.14.20
D
D
D
D
2
2
2
2
F.24.14.21
F.24.14.22
F.24.14.23
F.24.14.24
D
D
D
2
2
2
M
M
M
1
1
1
M
M
M
M
M
M
M
M
M
D
D
1
1
1
1
1
1
1
1
1
2
2
D
D
D
2
2
2
F.24.14.25
F.24.14.26
F.24.14.27
F.25
F.25.1
F.25.2
F.25.3
F.25.4
F.25.5
F.25.5.1
F.25.5.2
F.25.5.3
F.25.5.4
F.25.5.5
F.25.5.6
F.25.5.7
F.25.5.8
F.25.6
F.25.7
F.25.8
F.25.9
F.25.10
F.25.11
F.25.12
Page 26
Not Offered
Functionality ID
Description
Functionality
Level of
Existing, out- Delivered after Delivered after
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.25.12.1
F.25.12.2
F.25.12.3
F.25.12.4
F.26
D
D
D
D
2
2
2
2
F.26.1
F.26.2
M
M
1
1
F.26.3
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
M
M
M
1
1
1
M
M
M
M
M
M
M
M
M
1
1
1
1
1
1
1
1
1
F.26.3.1
F.26.3.2
F.26.3.3
F.26.3.4
F.26.3.5
F.26.3.6
F.26.3.7
F.26.3.8
F.26.4
F.26.5
F.26.6
F.26.7
F.26.8
F.26.9
F.26.10
F.26.11
F.26.12
F.26.13
F.26.14
F.26.15
F.26.16
F.26.17
F.26.18
F.26.18.1
F.26.18.2
F.26.18.3
F.26.18.4
F.26.18.5
F.26.18.6
F.26.18.7
F.26.18.8
Page 27
Not Offered
Functionality ID
F.26.18.9
F.26.18.10
F.26.18.11
F.26.19
F.26.20
F.26.21
F.26.22
F.26.23
F.26.24
Description
Functionality
Level of
Existing, out- Delivered after Delivered after
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)
Resolutions
Satisfaction levels
Letters or correspondence
System shall allow service agents to review personal workloads at any point in
time
System shall register and review follow-up activity
System shall allow service agents the flexibility to select for review any
combination of opened, closed or new records
System shall allow different views of inquiries to be visible to all agents
depending on their position in the organization
System shall allow a supervisor to review the workload of an individual service
agent
System shall allow a supervisor to review the workload of an entire team or
group of service agents
Page 28
M
M
M
M
1
1
1
1
M
D
1
2
Not Offered
Functionality ID
Description
Functionality
Level of
Existing, out- Delivered after Delivered after
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)
System shall provide the ability to copy a work order to create a new one.
System shall provide the ability to customize the appearance and content of a
work order.
System shall provide the ability to create templates for work orders and
service requests based on type of work.
System shall provide the ability to record the person who issued or updated
the work order, based on user ID.
System shall provide the ability to issue multiple work orders per transaction
(request).
System shall provide the ability to assign multiple departments to one work
order.
System shall provide the ability to print, email or fax work orders.
Page 29
M
M
1
1
D
D
2
2
Not Offered
Functionality ID
Description
Functionality
Level of
Existing, out- Delivered after Delivered after
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.27.23
F.27.24
System shall provide the ability to itemize and prioritize all activities within a
work order.
System shall provide the ability to change the priority of an existing work
order, or line item on a work order (i.e., standard to emergency).
System shall provide the ability to capture status dates such as receipt,
assignment/approval, effective/start, projected/targeted start, projected time
interval, expected completion, suspense, resume, completed and/or close
dates based on user-defined parameters.
System shall provide the ability to assign time intervals itemizing a task or
event within a work order as prescribed by user.
System shall provide the ability to manually or automatically send an email
alert for past due work order activities.
System shall provide the ability to generate a pop-up window to capture and
view images associated with a work order.
System shall provide the ability to list equipment and materials that will be
used to complete the work order.
System shall provide the ability to assign status codes to work orders and
work order tasks.
System shall provide the ability to define valid status codes by work order
type.
System shall provide the ability to suspend (interrupt) and resume work order
by an authorized user.
System shall provide the ability to assign a status reason code or classify a
work order status, such as closed satisfied with work results or re-opened
adjustments needed.
System shall provide the ability to recognize a work order as closed when the
completion and finalization criteria have been met.
System shall provide the ability to identify service requests that are eligible for
close based on the status of the work order.
System shall provide the ability to automatically close a service request based
on work order activity completion for routine requests.
System shall provide the ability to enter notes on a work order that will
describe actions taken by the city crew. Notes will be free form text entry that
is unlimited in length.
System shall provide the ability to identify relevant project and cost data for
related work orders
System shall provide the ability to itemize and track expenses for work orders
by type of cost (i.e. materials, labor, contract, etc.).
System shall provide the ability to interface work order costs to city billing
systems.
System shall provide the ability to generate a TO DO list for resolution activity
work orders assigned to a specific staff member or work crew/group.
F.27.25
F.27.26
F.27.27
F.27.28
F.27.29
F.27.30
F.27.31
F.27.32
F.27.33
F.27.34
F.27.35
F.27.36
F.27.37
F.27.38
F.27.39
F.27.40
F.27.41
F.27.42
F.27.43
System shall provide the ability to cross-reference work orders to location data
and/or any related assets
Page 30
Not Offered
Functionality ID
Description
Functionality
Level of
Existing, out- Delivered after Delivered after
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.27.44
System shall provide the ability to automatically create work orders from Work
Breakdown Structure (WBS) activities and/or work plan activities (i.e.
preventative or corrective maintenance or inspections) as prescribed by user
F.27.45
System shall provide the ability to create work orders for preventive and adhoc maintenance of fixed and moveable assets
System shall provide the ability to produce work orders under a task(s)
schedule and bill independently of each other (by percentage, milestones,
progress, etc.)
System shall provide the ability to cross-reference all work orders to an asset
or associate an asset to all work orders
System shall provide the ability to generate multiple work orders from a
specific or group of tasks scheduled and processed independently of each
other or as a cluster for a specific or multiple items
System shall provide the ability to group or cluster work orders by most
efficient routing (manually, geographically)
System shall provide the ability to trigger events as a result of a particular
condition (failure)
System shall provide the ability to query records and mass re-assign them to
a specific group member on the allowable staff list
System shall provide the ability to capture activity specific information for each
activity location
F.27.46
F.27.47
F.27.48
F.27.49
F.27.50
F.27.51
F.27.52
Page 31
Not Offered
Functionality ID
GIS
F.28
F.28.1
Description
Functionality
Category
(M-andatory,
D-esired)
General
System shall provide the ability to view a service request location on a map in
an associated window if the location is validated against GIS
System shall provide the ability to import GIS data
System shall provide the ability to access GIS data from the intake, resolution,
or query functions
System shall provide the ability to display GIS attribute by unique entity or
ranges
System shall provide the ability to query from the mapping screen itself using a
simple drawing tool or by pre-selected query of a GIS layer based on its
attribute information
System shall provide the ability to perform basic map viewing functions
including display, query, and analyze dynamic map data in the CRM-WOM
map display window
System shall provide the ability to zoom in, zoom out, and pan a map images
System shall provide the ability to locate, link and/or attach GIS maps /
overlays or images to a customer service request as prescribed by the user
Level of
Existing,
Importance (1 out-of-box
- top; 3 - low) functionality
M
M
1
1
D
D
2
2
System shall provide the ability to directly connect calls, services requests,
and work orders to assets, which are stored in GIS (e.g., street centerlines,
poles, and intersections)
System shall provide the ability to group by any combination of the following:
F.28.10.1
F.28.10.2
F.28.10.3
F.28.10.4
F.28.10.5
F.28.10.6
F.28.10.7
F.28.10.8
D
D
D
D
D
D
D
D
2
2
2
2
2
2
2
2
F.28.10.9
F.28.11
Condition of assets
System shall provide the ability to enter a request via the Internet or Intranet
allowing the requestor to specify the location of the incident on a map
D
D
2
2
F.28.12
System shall provide the ability to access GIS and other asset or location
(building, sidewalk, intersection) from a remote device (wireless or
synchronization)
System shall provide the ability to pinpoint location of service call on a map, by
address matching to a street centerline or a parcel base and then fine tuning
the location using map features (addresses matching to street centerline and
parcel base must both be available in the software)
F.28.2
F.28.3
F.28.4
F.28.5
F.28.6
F.28.7
F.28.8
F.28.9
F.28.10
F.28.13
Page 32
Delivered after
CRM app is
Configured
(included in
price)
Delivered
after Major
modification
(included in
price)
Not Offered
Functionality ID
Description
Functionality
Category
(M-andatory,
D-esired)
System shall provide the ability to use GIS mapping to assist managers to
consolidate service request and organize work crews
System shall provide the ability to generate/incorporate a map directly from the
GIS and attach, print or plot it to a service request or work order record
F.28.22
System shall provide the ability to update reference inventory and/or assets on
a GIS data layer as prescribed by specific task(s), including the ability by
authorized personnel to edit the GIS data layers containing the assets.
F.28.23
D
D
2
2
D
D
2
2
F.28.14
F.28.15
F.28.16
F.28.17
F.28.18
F.28.19
F.28.20
F.28.21
F.28.24
F.28.25
F.28.26
F.28.27
F.28.28
F.28.29
F.28.30
Page 33
Level of
Existing,
Importance (1 out-of-box
- top; 3 - low) functionality
Delivered after
CRM app is
Configured
(included in
price)
Delivered
after Major
modification
(included in
price)
Not Offered
Functionality ID
Description
Functionality
Category
(M-andatory,
D-esired)
Page 34
Level of
Existing,
Importance (1 out-of-box
- top; 3 - low) functionality
Delivered after
CRM app is
Configured
(included in
price)
Delivered
after Major
modification
(included in
price)
Not Offered
Functionality ID
Description
Functionality
Level of
Existing, out- Delivered after Delivered after
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)
M
M
1
1
Not Offered
Functionality ID
F.29.23
Description
Functionality
Level of
Existing, out- Delivered after Delivered after
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)
System shall have the ability to aggregate data into hourly, daily, monthly and
annual statistics.
System shall have the ability for users to define the time interval for a report
(daily, month-to-date, month end, quarterly, year-to-date, and annually).
System shall have the ability to include summary and detail data on a report
containing service request number, type, location, input data, area, status,
group name, and comments.
System shall have the ability to group reporting data by any field with
subtotaling and sort orders.
System shall have the ability to add notes electronically to reports.
System shall have the ability to easily generate query logic.
System shall have the ability to search the database for transactions that
include specified keywords or phrases.
System shall have the ability to search the database for transactions that fall
within user specified parameters or user specified conditional logic (and/or).
D
D
M
2
2
1
System shall have the ability to isolate and report requests that involve fees or
other financial information.
System shall have the ability for report data to be formatted and exported to
Microsoft Office products such as Word and Excel.
System shall have the ability to produce reports using wizards or templates.
F.29.34
System shall have the ability to provide management reporting for service
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
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,
date/time, department, priority, and other user defined fields.
System shall have the ability to print work orders, complete with all information
associated with work orders, including history and notes.
System shall have the ability to report work orders by type, status, location,
date/time, department, priority, and other user defined fields.
System shall have the ability to set service level agreements that can be
measured.
System shall have the ability to create report that show escalated issues,
according to customizable procedures (i.e., missed targets).
System shall have the ability to report analysis of service levels to help
pinpoint problem areas based on schedule delays and missed completion
dates using dates and statuses of requests and work orders.
System shall have the ability to create and report an audit trail for all data
changes (for example, date and time stamp, user name, from/to values,
attachment of documents).
F.29.24
F.29.25
F.29.26
F.29.27
F.29.28
F.29.29
F.29.30
F.29.31
F.29.32
F.29.33
F.29.37
F.29.38
F.29.39
F.29.40
F.29.41
F.29.42
F.30
Not Offered
Functionality ID
Description
Functionality
Level of
Existing, out- Delivered after Delivered after
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.30.1
F.30.2
M
M
M
M
M
M
M
M
M
1
1
1
1
1
1
1
1
1
M
M
M
M
M
M
M
M
M
D
M
M
M
1
1
1
1
1
1
1
1
1
2
1
1
1
F.30.6.1
F.30.6.2
F.30.6.3
F.30.6.4
F.30.7
System shall support the native production of reports based on the following
inquiry-related data:
Inquiry ID (i.e., uniquely identifies the inquiry record)
Inquiry type (i.e., out of a predefined range)
Severity level or priority (i.e., out of a predefined range)
Status (i.e., out of a predefined range)
Number of days since creation
Due date and time
Total time spent working on inquiry
Total time spent by specific service agent or user
System shall change data, inquiry history and audit trail (i.e., essentially, a log
of all action data)
Relationship between inquiry, customers and organizations
Description (i.e., free-form data or notes section)
System shall report on action-related data including, but not limited to:
Date and time of action
Action type (i.e., out of predefined range).
Examples are creation, closure, alert, handoff or call
Service agent or user responsible for action
Time required for action
Action description (i.e., free-form data or notes section)
Collateral sent to a customer in response to a service event
System shall report on service-related data including, but not limited to:
Reporting on inquiries for service information
System shall report on customer-related data where possible including, but
not limited to:
Customer profile: name, contact information, position or organization
Organization profile: organization name, addresses contacts or links
Service outcome
Customer satisfaction (i.e., from follow-up call after inquiry is closed)
System shall report on CSS agent-related data including, but not limited to:
M
M
M
D
M
1
1
1
2
1
F.30.7.1
M
M
M
M
1
1
1
1
D
M
M
2
1
1
F.30.2.1
F.30.2.2
F.30.2.3
F.30.2.4
F.30.2.5
F.30.2.6
F.30.2.7
F.30.2.8
F.30.3
F.30.3.1
F.30.3.2
F.30.4
F.30.4.1
F.30.4.2
F.30.4.3
F.30.4.4
F.30.4.5
F.30.4.6
F.30.4.7
F.30.5
F.30.5.1
F.30.6
F.30.7.2
F.30.7.3
F.30.7.4
F.30.7.5
F.31
F.31.1
F.31.1.1
F.31.1.2
F.31.1.3
Not Offered
Functionality ID
F.31.2
F.31.3
F.31.4
F.31.5
F.31.6
F.31.7
F.31.7.1
F.31.7.2
F.31.7.3
F.31.7.4
F.31.7.5
F.31.7.6
F.31.7.7
F.31.7.8
F.31.7.9
F.31.7.10
F.31.7.11
F.31.7.12
F.31.7.13
F.31.7.14
F.31.7.15
F.31.8
F.31.8.1
F.31.8.2
F.31.8.3
F.31.8.4
F.31.8.5
F.31.8.6
F.31.8.7
F.31.8.8
F.31.8.9
F.31.8.10
F.31.8.11
F.31.8.12
F.31.8.13
F.31.9
F.31.9.1
F.31.9.2
F.31.9.3
Description
Functionality
Level of
Existing, out- Delivered after Delivered after
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)
System shall support different evaluation models based on call type and
average handling time
System shall allow call type to be broken down into specified tasks with
average handling times calculated at this level
System shall allow all data stored in the call model to be used to analyze
performance of personnel
System shall allow targets and actuals to be stored for different time intervals
(i.e., weekly, monthly, yearly and accessible in real-time)
System shall capture statistics on each inquiry's lifetime in the system realtime and historically?
System shall support reporting on inquiry-related statistics, including:
Total number of open inquiries
Total number of open inquiries, per department
Total number of open inquiries, per agent
Total number of open inquiries of type x (e.g., overdue, urgent or
cancelled)
Total number of open inquiries of type x (e.g., overdue, urgent or
cancelled), per department
Total number of open inquiries of type x (e.g., overdue, urgent or
cancelled), per agent
Total number of inquiries processed per unit time
Total number of inquiries processed per unit time, per department
Total number of inquiries processed per unit time, per agent
Overall response time statistics
Overall response time statistics, per department
Overall response time statistics, per agent
Average response time statistics
Average response time statistics, per department
Average response time statistics, per agent
System shall provide performance statistics on a per agent basis, including,
but
not limited
to thetime
following:
Average
elapsed
per inquiry
Maximum elapsed time per inquiry
Minimum elapsed time per inquiry
Percentage of inquiries closed within a specified period of time
Percentage of inquiries escalated or handed off
Total number of inquiries handled hourly
Total number of inquiries handled daily
Total number of inquiries handled weekly
Total number of inquiries handled monthly
Average number of inquiries handled hourly
Average number of inquiries handled daily
Average number of inquiries handled weekly
Average number of inquiries handled monthly
System shall provide statistics pertaining to organizational performance:
Percentage of calls closed within specified parameters
Percentage of calls closed within specified periods of time
Percentage of calls closed within specified time parameter per designated
tier
Page 38
M
M
M
M
M
1
1
1
1
1
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
M
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
Not Offered
Functionality ID
Description
Functionality
Level of
Existing, out- Delivered after Delivered after
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.31.9.4
F.31.9.5
F.31.9.6
F.31.9.7
F.31.9.8
F.31.9.9
F.31.9.10
F.31.9.11
F.31.10
M
M
M
M
M
M
M
M
D
1
1
1
1
1
1
1
1
2
F.31.11
F.31.12
F.31.13
M
D
1
2
D
D
2
2
M
M
M
M
D
1
1
1
1
2
D
M
M
M
M
2
1
1
1
1
System shall integrate telephony data (e.g., how long customer was on hold
or how many transfers were required) integrated with business data (e.g.,
result of call and profile of customer).
System shall support gathering data from all system elements for integrated
reporting of call-center activities, including: switches, servers, applications,
databases, IVRs and Web sites. Please indicate which in comments.
System shall create a historical record for each call that enters the center to
final hang-up This includes when the call is transferred, conferenced or sent
to another location.
F.31.14
F.31.15
F.31.16
F.31.17
F.31.18
F.31.18.1
F.31.18.2
F.31.18.3
F.31.18.4
F.31.18.5
F.31.18.6
F.31.19
F.31.19.1
F.31.19.2
F.31.19.3
F.32
F.32.1
F.32.2
F.32.3
Page 39
Not Offered
Functionality ID
F.32.4
F.32.4.1
F.32.4.2
F.32.4.3
F.32.4.4
Description
Functionality
Level of
Existing, out- Delivered after Delivered after
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)
System shall support a variety of outputs, including, but not limited to:
Displayed electronically on a screen
Printing to a local printer
Embedded in an e-mail distribution
Published to an Internet, intranet or extranet
M
M
M
M
M
Page 40
1
1
1
1
1
Not Offered
Functionality
Category
(M-andatory,
D-esired)
Level of
Importance
(1 - top; 3 low)
General
System shall provide the ability to deploy the application in the client server
model or through a browser plug-in or through an application service provider
T.1.2
System shall provide the ability to deploy the application in an ASP model
T.1.3
System shall provide the ability to allow for multiple users and distributed
system access.
System shall provide the ability to allow one or more users to view the same
record simultaneously.
System
shall provide the ability to apply locks at the record level for update
processing to ensure correct updating of the data.
System shall provide the ability to allow one or more users to query
information and run reports at the same time.
System shall provide the ability to send message alert to all users with a
banner messaging system.
System shall provide the ability to support real time and batch update
processing.
System shall provide the ability to provide an open architecture for user and
system interfaces based on current and industry-accepted standards,
methods, and protocols such as HTTP, XML, SOAP, FTP, etc.
M
M
1
1
M
M
1
1
TECHNICAL
T.1
T.1.1
T.1.4
T.1.5
T.1.6
T.1.7
T.1.8
T.1.9
T.1.10
T.1.11
T.1.12
T.1.13
T.1.14
T.1.15
T.1.16
T.1.17
T.1.18
T.1.19
T.1.20
T.2
Description
Network/Telecommunications
Page 41
Existing,
out-of-box
functionality
Delivered after
CRM app is
Configured
(included in
price)
Delivered after
Major
modification
(included in
price)
Not Offered
T.2.1
T.2.2
T.2.3
T.2.4
T.3
T.3.1
T.3.2
T.3.3
T.3.4
T.4
T.4.1
T.4.2
T.4.3
Description
Functionality
Category
(M-andatory,
D-esired)
Level of
Importance
(1 - top; 3 low)
M
M
M
1
1
1
M
M
D
1
1
2
T.5
T.5.1
Workflow
System shall provide the ability to transfer collected information with workflow
T.5.2
System shall provide the ability to easily maintain workflow tables to perform
functions including, but not limited to:
Add new workflow group
Add/delete/change member in workflow group
Set permissions for what group can workflow to what other groups
System shall provide the ability for a supervisor/manager to see workflow
assigned within his/her workgroup(s)
System shall provide graphical tools to devise/revise workflow
Integration / Interface
System shall share data with and be integrated with any back end legacy
system to support City citizen relationship management (CRM) strategies
System shall utilize industry-standard Application Programming Interfaces
(API), adapters, adapter development kits and similar enterprise application
integration (EAI) tools, where possible, to facilitate data transmission
M
M
M
M
1
1
1
1
System shall provide the ability to integrate IVR system with CTI functionality
(e.g. screen pop)
System shall provide the ability to provide an open architecture (nonproprietary) database
System shall provide the ability to accommodate necessary interfaces as new
external systems are developed.
T.5.2.1
T.5.2.2
T.5.2.3
T.5.3
T.5.4
T.6
T.6.1
T.6.2
T.6.3
T.6.4
T.6.5
Page 42
Existing,
out-of-box
functionality
Delivered after
CRM app is
Configured
(included in
price)
Delivered after
Major
modification
(included in
price)
Not Offered
Description
Functionality
Category
(M-andatory,
D-esired)
Level of
Importance
(1 - top; 3 low)
T.6.6
System shall provide the ability to interface with existing City systems using a
variety of database systems such as Access, SQL Server, and Oracle
T.6.7
M
M
M
M
M
1
1
1
1
1
M
D
1
2
M
M
1
1
System shall provide the ability to track all log-ins and log-ins failures.
System shall provide transaction logs to record executed functions to facilitate
diagnosis and reconciliation of system errors
System shall provide the ability to provide a full audit trail of every contact and
contact history, together with each and every time a screen is accessed, by
whom, when and where.
M
M
1
1
T.7
T.7.1
T.7.2
T.7.1.1
T.7.1.2
T.7.1.3
T.7.1.4
T.8
T.8.1
T.8.2
T.8.3
T.8.4
T.8.5
T.8.6
T.8.7
T.8.8
T.8.9
T.8.10
T.9
T.9.1
T.9.2
T.9.3
T.10
T.10.1
T.10.2
T.10.3
T.10.4
T.11
Page 43
Existing,
out-of-box
functionality
Delivered after
CRM app is
Configured
(included in
price)
Delivered after
Major
modification
(included in
price)
Not Offered
Description
Functionality
Category
(M-andatory,
D-esired)
Level of
Importance
(1 - top; 3 low)
T.11.1
System shall provide native backup and recovery of critical system tables,
files and other information according to negotiated service level agreements
T.11.2
System shall keep 3 years of data online and provide the ability to access
archived data within a reasonably short timeframe.
System Administration
System shall provide the ability to provide System Administration functions.
System Administration functions include all parameter driven set up, including
security functions.
System shall provide the ability to define a system administrator, who will
have access to all functions in the systems, including system administration
and security, as well as all transaction types.
System shall provide the ability to allow multiple groups and roles that govern
individual access to the system and transactions within the system. Users of
the system will be placed in the appropriate group and assigned a role. The
assignment of a group/role will determine whether or not the individual may
access a transaction, and if the access is update or view only.
System shall provide the ability to create any of the service request types
owned by a users group from the field
System shall provide the ability to re-assign a work assignment from the field
System shall provide the ability to perform pre-defined queries from the field
against the CRM system database for those needing to view historical service
request data based on type, location or participants
System shall provide the ability to view, edit and add to related service
request information such as caller/participant data, questions and answers
relating to the task and location information
System shall provide the ability to synchronize data with the system based on
a system defined time value, to ensure that CRM users can access virtually
real-time data at their fingertips
System shall provide the ability of the CRM mobile application to provide
security on a number levels
T.11.3
T.11.4
T.12
T.12.1
T.12.2
T.12.3
T.13
T.13.1
T.13.2
T.13.3
T.13.4
T.13.5
T.13.6
T.13.7
T.13.8
T.13.9
T.13.10
Mobile Support
System shall provide the ability to access service request activity information
from a wireless device
System shall provide the ability to update service request activities from a
wireless device
System shall provide the ability to sort assignments by priority, date, or
location for more effective planning
System shall provide the ability to choose the appropriate outcome of
activities from a list and update the CRM system on the next synchronization
Page 44
Existing,
out-of-box
functionality
Delivered after
CRM app is
Configured
(included in
price)
Delivered after
Major
modification
(included in
price)
Not Offered
Description
Functionality
Category
(M-andatory,
D-esired)
Level of
Importance
(1 - top; 3 low)
System shall provide the ability to manage device security through the use if
user groups
System shall provide the ability to support multiple types of wireless devices
including, but not limited to: Compaq, Dell, and Blackberry
System shall provide the ability to send a database email confirmation once
the service request is received from the web
Configuration
System shall provide the ability to define the criteria used to determine
duplicate services requests
System shall provide the ability to set creation options for secondary types of
services requests that can be automatically created and linked to the original
service request, including;
Definition of parent, child, companion and follow-on service request types
Definition of default status and service request type for parent, child,
companion and follow-on service request types
Assignment of the group(s) to which a service request can be ccd
System shall provide the ability to define the query or view access other
groups can have on the service request being defined
System shall provide the ability to define the choices for each list of values
which is used when answering questions during intake and resolution
M
M
1
1
T.14.5
System shall provide the ability for each department to define the resolution
activities with unique duration in days and hours to a service request type
T.14.6
System shall provide the ability to define if service request locations require
validation
System shall provide the ability to define the geographical area information
that can be displayed for the location
System shall provide the ability to configure a service request activity with
respect to one or more allowable device types (e.g., text pagers, mobile
phones that accept text messages) in which the activity can be dispatched
System shall provide the ability to define and edit messages the can be
sent/triggered by activities and status updates
System shall provide the ability to allow entry of additional supporting
questions and answers that are not part of the original script
System shall provide the ability to configure message types to be sent at a
particular time after an activity is created
System shall provide the ability to define overdue assignment message(s)
and the number of days to allow
System shall provide the ability to restrict potential assignees for each
associated activity type for a service request definition
T.13.11
T.13.12
T.13.13
T.14
T.14.1
T.14.2
T.14.2.1
T.14.2.2
T.14.2.3
T.14.3
T.14.4
T.14.7
T.14.8
T.14.9
T.14.10
T.14.11
T.14.12
T.14.13
T.14.14
T.14.15
Page 45
Existing,
out-of-box
functionality
Delivered after
CRM app is
Configured
(included in
price)
Delivered after
Major
modification
(included in
price)
Not Offered
T.14.16
Description
Functionality
Category
(M-andatory,
D-esired)
Level of
Importance
(1 - top; 3 low)
System shall provide the ability to define the script questions to be displayed
and to copy a service request definition for the basis of creating a new service
request definition
Page 46
Existing,
out-of-box
functionality
Delivered after
CRM app is
Configured
(included in
price)
Delivered after
Major
modification
(included in
price)
Not Offered