NYCERS has a multi-year strategy to modernize its IT Infrastructure and expand business capabilities. As part of this strategy, NYCERS is seeking an industry-leading Customer Relationship Management (CRM) solution that will enable delivery of comprehensive, multi-channel Client service for both internal Users and external Clients. NYCERS envisions a solution that will facilitate a high degree of customer self-service, enabling NYCERS Clients to resolve a wide array of inquiries without in-person or over-the-phone assistance from NYCERS Client Service Representatives. Additionally, this solution will significantly expand the number of channels across which NYCERS currently engages Clients, expanding its reach to include mobile, chat, video, and other channels. The CRM solution is part of a larger modernization initiative within NYCERS, which includes the replacement of NYCERS’ legacy pension administration System and the Contact Center revamp.
NYCERS anticipates that the envisioned solution will be utilized by approximately 300 internal NYCERS users, which includes Client Service Managers, Client Service Representatives, and back office personnel and will serve as the main interface for the secured portion of the NYCERS website, servicing the entire Client population (in excess of 300,000) and authorized employer representatives (under 100) across the City of New York.
The scope of work described in this section is for the entire future state scope. NYCERS plans to implement the solution over two phases