City of Darwin is undertaking a series of ICT Projects to improve its delivery of customer services. The City of Darwin does not have a dedicated CRM system. Request management is currently managed through a combination of workflows using record-keeping and email system functionality.

Through this Request for Tender, the City of Darwin seeks to mature its management of customer requests and to ultimately enable stronger relationship management for longer term customer-oriented outcomes.

Project Scope

The scope of work for this engagement includes the provision of a SaaS based Customer Request & Relationship Management (CRM) system and associated professional services to support the implementation, configuration, training, integration, and ongoing support and maintenance of the system in partnership with the City of Darwin.