K-12 Education Customer Experience & Service Platform

INTRODUCTIONFresno Unified School District (District) is a K-12 urban public school system, including an Adult Education program, with over 100 school sites. It is the third largest school district in California, with a budget of over $2 billion per year supporting a student population over 71,000, and 10,000 employees. The District encompasses a majority of the city of Fresno, California, over 75 square miles. SCOPE OF REQUESTThe District is seeking to partner with a firm to provide a customer service and communication tool to simplify district communications and improve our responses to stakeholder feedback. This tool should make it easy for parents, students, staff and community members to ask questions, request information, and share feedback. The tool will enable our district to respond quickly to community feedback, decrease response time, and identify problems before they become crises. Features needed:● 24/7 accessibility from any device, including smartphones, tablets, and

laptops● Chatbot built specifically for K-12 school districts — providing always-on customer service to help the community get answers to frequently asked questions 24-7● Translation tools that can translate dialogues up to 13 languages, including Hmong, to meet community needs and manage multilingual communications● Data collection and robust reporting analytics This tool must provide Fresno Unified with a unified inbox that enables our district departments and schools to accommodate the communication needs and preferences of our community members with a variety of channels and translation tools to help us address issues and inequities experienced by students and families. Every stakeholder’s voice matters, so we’re needing an online customer service solution that will make it easier than ever for our parents, staff, students and community members to ask questions, request information, or share feedback about our schools and our district’s operations. Additionally, the firm would have the ability to provide full-day Customer Services trainings to district staff. Number 24-21 Title K-12 Education Customer Experience & Service Platform Available Date 9/6/2023 4:00 PM Clarification Deadline 9/13/2023 5:00 PM Due Date 9/21/2023 2:00 PM Contact Information david.her@fresnounified.org Bid Type RFI (Request For Information)