The City of Mississauga (“City”) is seeking an enterprise software as a service (SaaS) customer relationship management (CRM) solution and systems implementation partner to modernize service delivery as part of its Customer Service Strategy. The engagement is expected to last for the next five (5) years with the option to renew for up to an additional five (5) years. The solution will be implemented and rolled out in a series of systematic phases starting with an early adopter group of call centres, counters, and downstream service areas, followed by potential city-wide implementation and integration.

As part of the implementation of the City's Customer Service Strategy, a city-wide CRM and knowledge base (KB) solution will help improve customer interactions. With a 360-degree view of the customer, the City will be better positioned to transform how residents reach the City, how City representatives access information, and how customers (e.g. residents, businesses) can easily submit, monitor and track their requests online. In future, the City will also be better equipped to make data-informed decisions and continue to refine its approach to customer service excellence through ongoing improvements.