· web viewinformation technology. state technical college of missouri. one technology drive....

September 23, 2016

REQUEST FOR PROPOSAL (RFP)

CONSTITUENT RELATIONSHIP MANAGEMENT (CRM) SOLUTION

PROJECT FA16-1

Submittals from minority, women and disadvantaged business enterprises are encouraged.

SUBMITTAL DEADLINE SUBMIT2:00 P.M. Local Time,

Friday, October 28, 2016 Original plus Four (4) duplicate copies

DELIVERY BY MAIL DELIVERY BY HANDState Technical College of Missouri

Attn: Don LloydInformation TechnologyOne Technology Drive

Linn, MO 65051

State Technical College of MissouriInformation Technology Center

One Technology DriveLinn, MO 65051

Faxed or Electronic submissions will NOT be accepted

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Information TechnologyState Technical College of Missouri

One Technology DriveLinn, MO 65051

Phone: 573-897-5280Fax: (573) 897-5043

Email: [email protected]: www.statetechmo.edu

PROPOSER REGISTRY FOR NOTIFICATION OF INTENT TO RESPOND

State Technical College of Missouri

Project FA16-1Constituent Relationship Management (CRM) Solution

Please complete and submit this form prior to October 7, 2016. Please email to [email protected] . Include “Admissions CRM” in the email subject line. This page is not part of the RFP package and must be submitted to notify State Technical College of Missouri of your interest in this project and for State Tech to notify your organization of any addenda. These addenda are issued if there is a need to change the specifications or closing date/time of the request.

INTENT TO RESPOND STATEMENT

____ YES Our organization plans to submit a response to this solicitation for bids:

Name of Organization:

Contact Name:

Contact Address:

Contact Phone Number: Fax Number:

Contact Email Address:

NO RESPONSE STATEMENT

_____ No Our organization is not submitting a response for the following reason(s):

□ We do not offer this commodity and/or service or an equivalent □ Insufficient time to respond to the invitation to

bid.□ Our schedule would not permit us to perform □ Cannot meet delivery requirements

□ The project is too small □ Licensing restrictions (please explain)

□ The project is too large □ Other reasons or additional comments (please explain below)

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mailto:[email protected]

REQUEST FOR PROPOSALSFOR

CONSTITUENT RELATIONSHIP MANAGEMENT (CRM) SOLUTION

Project No. FA16-1

State Technical College of MissouriLinn, Missouri

September 2016

Proposal Opening Date: October 28, 2016

Time: 2:00 PM CDT

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Contents

Intent to Respond …………………………………………………………………….…………….………2

Notice to Vendors…………………………………………………………………………………..………6

1 Introduction.............................................................................................................................................. 71.1 Background....................................................................................................................................... 71.2 Purpose.............................................................................................................................................. 71.3 The College ...................................................................................................................................... 71.4 Admissions Office............................................................................................................................. 7

1.4.1 Admissions Office................................................................................................................. 71.4.2 Volume Information............................................................................................................... 7

1.5 State Tech's Computing Environment............................................................................................... 81.6 Software Functionality...................................................................................................................... 81.7 Evaluation Process............................................................................................................................ 8

1.7.1 Management Priorities........................................................................................................... 81.7.2 Selection Criteria................................................................................................................... 8

2 Proposal Instructions and Conditions.................................................................................................... 102.1 Examination of Contract Conditions............................................................................................... 102.2 Signature.......................................................................................................................................... 102.3 Interpretations and Addenda........................................................................................................... 102.4 Preparation of Proposals.................................................................................................................. 102.5 Submission of Proposals................................................................................................................. 102.6 Vendor's Costs.................................................................................................................................. 112.7 Projected Schedule of Events........................................................................................................... 112.8 Rights to Proposal Document........................................................................................................... 112.9 Oral Presentation and Demonstration............................................................................................... 112.10 Award of Contract.......................................................................................................................... 112.11 Projected Software Operational Date............................................................................................. 11

3 Proposal Response Format...................................................................................................................... 123.1 Executive Summary (Section 1)....................................................................................................... 123.2 Company Background (Section 2)................................................................................................... 123.3 Proposed Computing Environment (Section 3)................................................................................ 133.4 Database Software (Section 4)......................................................................................................... 143.5 Optional Software (Section 5).......................................................................................................... 143.6 Security (Section 6).......................................................................................................................... 153.7 Responses to CRM Functionality (Section 7).................................................................................. 153.8 Implementation Support and Training (Section 8)........................................................................... 153.9 Maintenance Program (Section 9).................................................................................................... 173.10 Client References (Section 10)....................................................................................................... 183.11 Cost Quotations (Section 11)......................................................................................................... 183.12 Contract Terms and Conditions (Section 12)..................................................................................18

4 CRM Functionality, Implementation and Operation.............................................................................. 194.1 General System Features...................................................................................................................194.2 Communication.................................................................................................................................224.3 Event Management............................................................................................................................25

4.4 Web Forms........................................................................................................................................274.5 Applications.......................................................................................................................................274.6 Payment Processing...........................................................................................................................294.7 Group Chat........................................................................................................................................29

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4.8 1:1 Chat.............................................................................................................................................294.9 Email Response.................................................................................................................................304.10 Reporting.........................................................................................................................................304.11 Knowledge Base (Frequently Asked Questions).............................................................................314.12 Tele-counseling...............................................................................................................................314.13 EFP Integration................................................................................................................................32

5 Contract Terms and Conditions.............................................................................................................. 335.1 Vendor's Proposal............................................................................................................................. 335.2 Multiple Proposals............................................................................................................................ 335.3 Contractor's Responsibilities............................................................................................................ 335.4 News Releases.................................................................................................................................. 335.5 Confidentiality of Information......................................................................................................... 335.6 Payment............................................................................................................................................ 345.7 Workmanship and Material.............................................................................................................. 345.8 Missouri Contract............................................................................................................................. 345.9 Indemnification................................................................................................................................ 345.10 Vendor's Qualifications.................................................................................................................. 345.11 Subcontract..................................................................................................................................... 345.12 Americans with Disabilities Act..................................................................................................... 355.13 Missouri Executive Orders............................................................................................................. 35

Proposal Certification……………………………………………………………………….………..……36

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Request for Proposal – Notice to Vendors

State Technical College of Missouri is requesting sealed proposals from qualified Companies to facilitate a search for a Constituent Relationship Management (CRM) solution for the College.

Proposals are to be addressed and delivered to the State Technical College of Missouri, Information Technology Department, One Technology Drive, Linn, MO 65051 until 2:00 PM CST, Friday, October 28, 2016. At that time, the names of those Offerors or individuals submitting proposals will be read aloud in the Information Technology Center Professional Library. No other public disclosure will be made until after an award of the contract.

Request of Proposal documents are available from the College by contacting the below address or on the College Website at www.statetechmo.edu.

A one-page Proposer Registry for Notification of Intent to Respond to this RFP document is the second page of the RFP document. This form is required if you plan to submit a proposal and wish to receive any (1) RFP addenda and (2) answers to questions regarding the RFP or addenda that have, in the College’s opinion, general applicability.

The College’s delivery address is:

State Technical College of MissouriInformation TechnologyOne Technology DriveLinn, MO 65051

_____________________________________Don LloydDean of Information TechnologyState Technical College of Missouri1 Introduction

.1 Background

State Technical College of Missouri (hereinafter College or State Tech) has an integrated administrative information system, which contains modules for all core administrative areas. This system uses a relational database and SQL based reporting as the primary means for retrieving data.

This Request for Proposal (RFP) is to facilitate State Tech’s search for a Recruitment Constituent Relationship Management (CRM) solution that will increase the College’s ability to recruit students, streamline processes, build personalized, one-to-one relationships, and make State Tech stand out from the pack. The CRM should integrate with our existing ERP (hereinafter Jenzabar CX) to facilitate smooth information exchange between the CRM solution and

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Jenzabaar CX. The CRM should also integrate with other major ERPs to allow the College flexibility in the use of another ERP in the future.

.2 Purpose

The purpose of this RFP is to solicit specific proposals for a computer-based software system which meets the business operational needs detailed in this document at the most advantageous price and which takes advantage of current hardware and software technologies. State Tech is interested in choosing a CRM solution which will carry out the functions specified in this document in an efficient and cost-effective manner. This does not preclude the determination that some functions may remain more cost-effective as manual or stand-alone operations. Some of the described functions will be automated at system implementation time while others may be added or implemented later.

This RFP is for software and supporting services. It does not include hardware per se, nor does it specify architecture. The College intends to choose the best software and supporting services available. The selection of hardware or decision regarding a hosted solution will be a secondary decision.

.3 The College

State Technical College of Missouri is a public two year technical college with its main campus located in Linn, Missouri. State Tech has an enrollment of approximately 1,200 students.

State Tech is recognized nationally as one of the top technical colleges in the country.

Additional information regarding the College is available on our website at www.statetechmo.edu.

1.4 Admissions Office

1.4.1 Admissions Office

The Admissions Office is headed by State Tech’s Assistant Dean of Enrollment Management. The staff consists of 10 full-time Admissions employees including 4 recruiters and a number of student employees. The Admissions Office is responsible for new freshman, transfer and returning student recruitment, new student orientation, and campus wide events.

1.4.2 Volume Information

Total Annual Inquiries................................................................7,000Total Applicants..........................................................................2,500

.5 State Tech’s Computing Environment

State Tech has implemented an integrated ERP, CX, from Jenzabar, which runs under the LINUX operating system, and which uses Informix as its RDBMS back end. Most CX reporting is completed in SQL.

State Tech has a network comprised of approximately 1,000 active network ports. The network provides 100Mb and 1Gb Ethernet connections to the desktop, and Gigabit connections between buildings and to servers. The State Tech network is connected to the Internet via a 1Gbps connection.

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.6 Software Functionality

In Section 4 of this RFP, State Tech has developed a list of questions/topics, regarding CRM functionality, that must be answered/addressed concisely and in comprehensive detail.

.7 Evaluation Process

.7. 1 Management Priorities

It is imperative that a new CRM solution system enhance the efficiency of the staff and improve the College’s ability to recruit prospective students. In order to help the vendor understand how this imperative applies in the evaluation process, the following priorities will be used in considering a vendor's response to this RFP:

1.7.1.1 Does the proposed system position the College for the future? State Tech is interested in a system which provides for maximum technological growth potential. Compliance with industry standards and the ability to adapt to new technologies are important considerations. State Tech must have a system which is based on modern software engineering principles and employs current constituent relationship management practices, is reliable and takes advantage of emerging standards and technologies.

1.7.1.2 Following from the previous point, is the solution flexible and does it allow for growth? Not only technology but also the College itself is dynamic and evolving. The proposed system must be able to accommodate the ever-changing needs of State Tech. We seek vendor responses which include the flexibility to tailor the system to State Tech’s environment and brand. This includes customization of look and feel, ability to configure the system to meet the needs of State Tech without the assistance of computer programming staff. It is important that changes can be made in a way that they are protected during upgrades and will not have to be redone whenever the system is updated. A system which facilitates State Tech’s ability to continuously improve services and adapt quickly to the changing needs of higher education recruiting is critical.

1.7.1.3 Will the system be efficient? State Tech does not wish to add staff positions in order to implement and manage the system.

.7.2 Selection Criteria

State Tech’s intention is to procure the most functionally complete, cost-effective CRM solution available. Within the framework of the priorities in the previous section, responses to this RFP will be evaluated by members of an evaluation committee in consultation with their respective constituencies. The following criteria will be evaluated and weighted most heavily:

Responses to CRM functionality Cost of the system, additional modules and tools, annual licensing, and annual maintenance Installation, implementation, and training plan Software maintenance, software updating, and continuing support Software performance record in higher education Vendor financial stability Ability to interface with State Tech’s ERP and the other major ERPs

Less weight will be placed on the following criteria, as well as on other considerations not listed which may be relevant.

Quality and clarity of proposal presentation Conformance with proposed instructions and conditions Conformance with proposal response format Number of full-time staff required for the normal operation of the system once implementation is complete

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2 Proposal Instructions and Conditions

.1 Examination of Contract Conditions

It is the intent of State Tech, through this RFP and contract conditions contained herein, to establish to the greatest possible extent complete clarity regarding the requirements of both parties to the Agreement resulting from the RFP.

Before submitting a proposal, the vendor should become thoroughly familiar with all contract conditions referred to in this document, and any addenda issued before the proposal submission date. Such addenda shall form a part of the RFP. It shall be the vendor's responsibility to ascertain that the proposal includes all addenda issued prior to the proposal submission date.

The vendor shall determine by personal examination, and by such other means as may be preferred, as to the actual conditions and requirements under which the Agreement must be performed. If, upon inspection and examination by the vendor, there are existing conditions or requirements of the RFP which are not completely understood, the vendor shall contact the Don Lloyd via email to [email protected]. Include “Admissions CRM” in the email subject line.

.2 Signature

Each vendor's name, address, and signature shall be clear and legible. The proposal shall contain a cover letter on corporate letterhead, signed by an authorized representative of the company.

.3 Interpretations and Addenda

No interpretation made to any respondent as to the meaning of the RFP shall be binding on State Tech unless repeated in writing and distributed by the College as an addendum. Interpretations or clarifications of a technical or operational nature shall be requested from Don Lloyd via email to [email protected]. All such requests must be written and shall specify the section, subsection, the page number to which the request refers, and shall include “Admissions CRM” in the email subject line. See Projected Schedule of Events for deadline for submittal of questions.

.4 Preparation of Proposals

Proposals shall be prepared in accordance with the proposal response format described in Section 3. Proposals not complying with this format may be considered non-responsive and may be removed from consideration on this basis.

.5 Submission of Proposals

Final proposals must be received by the deadline specified in Section 2.7. One original and four copies of the proposal must be delivered to the following address:

Don LloydDean of Information TechnologyOne Technology DriveState Technical College of MissouriLinn, MO 63501

In a sealed package clearly marked:

“Request for Proposal, Project No. FA16-1 for Constituent Relationship Management (CRM) Solution”

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Proposals will be accepted up to the time and date shown in Section 2.7. Vendors are responsible for ensuring that proposals are received by the deadline. Vendors whose proposals are received after the deadline will be considered non-responsive and will be removed from consideration on this basis.

.6 Vendor's Costs

Costs for developing proposals, including presentations, are entirely the responsibilities of the vendor and shall not be chargeable to State Tech.

.7 Projected Schedule of Events

Release of RFP document September 23, 2016 Last day to submit written questions October 14, 2016 Deadline for submission of proposals October 28, 2016 at 2:00 PM CDT Proposal evaluation period October 31, 2016 – November 30, 2016

(Includes oral presentation/demonstration if requested by the College) Proposed selection of product December 8, 2016

.8 Rights to Proposal Document

All copies and contents thereof of any proposal, attachment, and explanation thereto submitted in response to this Request for Proposal, except copyright material, shall become the property of State Tech. All copyright material must be clearly marked.

.9 Oral Presentation and Demonstration

Vendors may be required to make an oral presentation to State Tech’s evaluation committee during the RFP evaluation period. State Tech and the vendor will schedule these presentations at a mutually agreed upon time and location. Vendors will be informed about details of the presentation and be given sufficient time to prepare for such a presentation.

.10 Award of Contract

Award of contract for the CRM will be made to one vendor whose proposal provides the most favorable solution to State Tech.

It is anticipated that the contract, if awarded, will be awarded within 90 days of the closing date for receipt of vendor proposals. Vendors must state that their proposal is valid for 90 days from the submission date shown in Section 2.7.

State Tech reserves the right to reject all proposals and not issue any contract based on this RFP.

.11 Projected Software Operational Date

In order to meet State Tech’s need for a timely implementation of the new CRM, it is anticipated that the software system will be brought into operation during March of 2017.

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3 Proposal Response Format

In order to facilitate the analysis of responses to this RFP, vendors are required to prepare their proposals in accordance with the instructions outlined in this section. Each vendor is required to submit their proposal in a sealed package. Vendors whose proposals deviate from these instructions may be considered non-responsive and may be disqualified at the discretion of State Tech.

Proposals should be prepared as simply as possible and provide a straightforward, concise description of the vendor's capabilities to satisfy the requirements of the RFP. Expensive bindings, promotional material, etc., are not necessary or desired. Effort should be concentrated on accuracy, completeness, and clarity of content. All parts, pages, figures, and tables should be numbered and labeled clearly. The proposal should be organized into the following major parts, explained below:

Section Title

1 Executive Summary2 Company Background3 Proposed Computing Environment4 Database Software5 Optional Software6 System Security7 Responses to CRM Functionality8 Implementation Support and Training

9 Maintenance Program10 Client References11 Cost Quotations12 Contract Terms and Conditions

.1 Executive Summary (Section 1)

This part of the response to the RFP should be limited to a brief narrative highlighting the vendor's proposal. The summary should contain as little technical jargon as possible, and should be oriented toward non-technical personnel. The Executive Summary should not include cost quotations.

.2 Company Background (Section 2)

Vendors must provide the following information about their company so that State Tech can evaluate the vendors' stability and ability to support the commitments set forth in response to the RFP. State Tech, at its option, may require a vendor to provide additional documentation to support or clarify requested information.

The vendor should outline the company's background including:

3.2.1 How long the company has been in business.

3.2.2 A brief description of the company.

3.2.3 Company size and organization.

3.2.4 How long has your company served the education market?

3.2.5 How many education clients do you have?

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3.2.6 Who owns your company?

3.2.7 Tell us about your company’s leadership team for CRM.

3.2.8 What is the name of your CRM?

3.2.9 What year was your CRM created?

3.2.10 Are you selling a CRM that was developed by another company?

3.2.11 What market/industry was your CRM originally built to serve?

3.2.12 What problem was your CRM originally built to solve?

3.2.13 In addition to CRM, does your company have other areas of expertise?

3.2.14 The most recent audited financial statement.

3.2.15 Is the company involved in any current litigation proceedings?

3.2.16 Does your CRM have the capability to support the full life-cycle of a student (prospect, student, alumni)? If so, can the CRM components for the various stages of the student life-cycle be purchased individually and at separate times?

.3 Proposed Computing Environment (Section 3)

The vendor must present, in detail, features, capabilities, and requirements of the environment of the proposed application software. In particular, the vendor should provide the following information.

3.3.1 Hardware Environment - Describe the supported computer hardware environment or hosting environment in which the proposed software will run. In the event there are multiple hardware platforms and/or hosted configurations available, list all options. For proposed hardware configurations, list required and optional equipment with at least the minimum hardware specifications for each piece of equipment. Provide the user workstation specifications both minimum and recommended. For proposed hosted configurations, list required or optional equipment with at least the minimum hardware specifications for each piece of equipment to support the hosted configuration.

3.3.1.1 Hosted Environments:

3.3.1.1.1 Describe the secure hosting infrastructure. Include policies for confidentiality, integrity, and authenticity.

3.3.1.1.2 Describe the physical access controls for the hosting site.

3.3.1.1.3 What is the schedule uptime? List all maintenance windows.

3.3.1.1.4 Describe the procedures used to notify sites of unscheduled maintenance. Include all methods used to notify client sites (State Tech) and list typical personnel at client site that would be notified

3.3.2 Operating System - Identify the operating system that supports the proposed applications software and the proposed database management system in the hardware environment recommended above. In the event there are multiple operating system options available, list all options. For each option listed, a complete detail of the

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costs, including initial, annual, and per-user, must be included in Section 11.

3.3.3 Networking Environment - Describe the facilities and features available for networking the proposed system. Specifically, explain how the proposed system will inter-operate with the existing campus network and how it will make use of the available network resources.

3.3.4 Communication Tools – Identify and describe any tools necessary for the communication components of the system. This may include SMTP servers, SMS service providers or gateways, chat clients, etc. For each option listed, a complete detail of the costs, including initial, annual, and per-user or per-message must be included in Section 11.

3.3.5 Support Environment and Other Software - List the operating system software support products required to support the recommended computing environment. List any additional vendor products required to support the proposed application software. For each option listed, a complete detail of the costs, including initial, annual, and per-user, must be included in Section 11. In addition, please address the following:

3.3.5.1 List all acceptable record format(s) supported for general use for import files.

3.3.5.2 Describe the types of export files your system will provide.

3.3.5.3 Is your system’s source code available to our in-house programmers? If yes, what support, if any,do you provide to our in-house programming staff? If not, how are modifications made?

3.3.5.4 Does your company support a users’ group? Describe.

3.3.5.5 Describe the recommended backup/recovery procedures. Identify the minimum procedures necessary for recovery from any failure.

3.3.5.6 Describe the upgrade process for major releases and patches. Include who is responsible for applying the upgrades and the frequency of the upgrades.

3.3.5.7 Who is responsible for database upgrades for the CRM solution, the vendor or State Tech? If State Tech is responsible for database upgrades, describe any support that the vendor does provide for the database upgrades.

.4 Database Software (Section 4)

Provide a description of the database management software required to support the computing environment. List any end-user productivity tools included in the proposal. In the event there are multiple DBMS's available, include this information for each. For each option listed, a complete detail of the costs, including initial, annual, and per-user, must be included in Section 11.

.5 Optional Software (Section 5)

The vendor should include a description of any features or value added components included in the proposal that have not been specifically requested in the RFP. Consideration of these products will be given to the extent they are of value to State Tech. For each component listed, a complete detail of the costs, including initial, annual, and per-user, must be included in Section 11.

.6 System Security (Section 6)13

The vendor should include a detailed description of the proposed software, access control features, web application design, account authentication and authorization, and database security. Describe the file transmission methodology used in the proposed solution and the secure modes employed.

3.6.1 Data Security

3.6.1.1 Describe the methods employed by the vendor product to ensure the security of customer data.

3.6.1.2 For a vendor-hosted environment, please describe the methods used to ensure security of customer data.

3.6.1.3 If the proposed solution is remote hosted, describe in detail the security employed to assure security of customer data and transmission of all data to and from hosted site and State

Tech.

.7 Responses to CRM Functionality (Section 7)

Responses to the functionality questions/topics listed in Section 4 of this RFP must be provided in this section of the vendor's response. Vendors should use the format provided and add explanatory details as necessary.

.8 Implementation Support and Training (Section 8)

The vendor must provide a detailed overview of the implementation, support, and training for the proposed software. This information must include:

3.8.1 Implementation Support

3.8.1.1 Project organization chart for implementation and training. Include the number and level of College and vendor personnel, estimated time requirements for training and

implementation activities, and a projected timeline or calendar identifying milestones and deliverables.

3.8.1.2 Describe in detail your system installation and implementation process.

3.8.1.3 What is the expected timeframe for installation of the proposed solution? Provide a detailed breakdown of timeframes for individual events.

3.8.1.4 What are the typical customer-supplied human resource requirements to implement the product? Include requirements as appropriate for project lead, functional staff, technical staff, and

any other human resource requirements State Tech will need to provide for implementation.

3.8.1.5 What is the typical or average implementation time for the product?

3.8.1.6 Provide an example of an average implementation schedule.

3.8.1.7 Detailed implementation methodology, including all vendor-supplied support and services and anticipated role of College personnel.

3.8.1.8 How much of the implementation will your company handle for us?

3.8.1.9 As part of the implementation process, will your company:Set up our permissions?

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Import our historical data?Set up our imports and exports?Build our standard queries?Set up our communications flow (e.g., email messages and letters)?Create custom reports for us?Set up our events?Build our web forms (e.g., inquiry form, enrollment deposit, etc.)?Build our admissions applications?Will we need to purchase any third-party tools to implement and/or maintain your CRM?

3.8.1.10 Have your implementation specialists previously worked in admissions?

3.8.1.11 Does your company provide consultative support?

3.8.2 Training.

3.8.2.1 The nature, level, and amount of training to be provided in each of the following areas:

3.8.2.1.1 Technical training (e.g., programming, operations, database administrator)

3.8.2.1.2 User training

3.8.2.2 Specify which phases of training will be provided during the implementation process on-site at State Tech, which are proposed for off-site locations, and where any off-site training will

be held. Indicate the amount of training included in the proposal and the availability of additional training. For all training listed, a complete detail of the costs must be included in Section 11.

Please address the following regarding training:

3.8.2.2.1 Describe in detail the training required for the each level of system user, supervisors, system operators, web support, and in-house programmers.

Include timeframes and events for each.

3.8.2.2.2 Describe the training offerings available.

3.8.2.2.3 If additional training is required, does your company provide it? Describe additional training procedures and costs.

3.8.2.2.4 Do you supply computer-based training?

3.8.2.2.5 Do you supply web-based training?

3.8.2.2.6 List any charges associated with training (hourly training costs, travel expenses, etc).

3.8.2.2.7 Please include a copy of the most recent example of a training schedule.

3.8.2.2.8 Describe the on-line help facility included with the system.

3.8.2.2.9 Describe in detail the training available.

3.8.2.2.10 Describe the system documentation that is provided in the cost of the solution.

3.8.2.2.11 Describe how users will learn to use new features, functionality, and other updates when they are made available.

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.9 Maintenance Program (Section 9)

Specify the nature of any post-implementation support provided by the vendor including:

3.9.1 Telephone support - in particular, does the vendor provide 24 x 7 telephone support

3.9.2 Online communication service.

3.9.3 Provide your roadmap for future enhancements for the next 1 year, 2 years, and 5 years.

3.9.4 Delivery method of future upgrades and product enhancements, including methodology for integrating changes made by State Tech staff.

3.9.5 Availability of user groups.

For all support listed, a complete detail of the costs, including initial, annual, and per-user, must be included in Section 11.

3.9.6 Ongoing support and maintenance. Please address the following:

3.9.6.1 Describe your system warranties.

3.9.6.2 Describe the maintenance, preventative maintenance, and service plans available you’re your system. Include a breakdown of costs for each of the plans.

3.9.6.3 What does your customer support team offer that your competitors do not have?

3.9.6.4 Describe your company’s commitment to client support.

3.9.6.5 Do you provide 24/7 Customer Support? If not, what are your support team’s hours of operation?

3.9.6.6 Can any user submit a support request?

3.9.6.7 What are the ways in which users can submit a support request?

3.9.6.8 How long will it take a live person (not an auto acknowledgement) to respond to a support request?

3.9.6.9 Describe your remote diagnostic/maintenance capabilities.

3.9.6.10 Is your support group located in-house?

3.9.6.11 Do you have a priority system for urgent support requests? If so, describe.

3.9.6.12 What is your company’s escalation process?

3.9.6.13 What is the average response time for problems with different levels of priority?

3.9.6.14 Identify which components of your CRM (if any) are supported by third-party technology partners (e.g., broadcast mail).

3.9.6.15 Is there access to online knowledge bases, such as Frequently Asked Questions (FAQ)?

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3.9.6.16 Do your users have a network to communicate with each other for additional support/best practices?

3.9.6.17 Describe your company’s policy regarding system upgrades, new releases and enhancements.

.10 Client References (Section 10)

Vendors must provide a complete client list, indicating at least three client references that are similar in size and complexity to State Tech and that have licensed the proposed software in a comparable computing environment for each system proposed. Client list must contain clients running the version of the application being proposed. Information should include at the minimum:

Contact Title Address Enrollment Software licensed and implementation status Hardware environment Indicator that client is running the proposed version of the proposed application

The State Tech Evaluation Team may arrange a visit to an installed client site to observe the proposed system in production. State Tech will work with the vendor and the client to establish a mutually convenient schedule for such a visit.

.11 Cost Quotations (Section 11)

The vendor's cost quotations must be itemized for each system application proposed and include all costs (e.g., license fees, source code, object code, implementation and training, travel and per diem, documentation, maintenance, and hourly rates). If there are features which depend upon the number of users, for example, a DBMS license based on the number of concurrent users, the College anticipates that the installed application system will support the activities of at least 20 users. The proposal must include a schedule of the costs for various numbers of users. Clearly denote where per-user pricing is calculated and proposed costs for per-user license increments (i.e. detail additional costs to add 50 users to the 20-user base). A clear explanation of your pricing model must be included in your response. The cost quotation shall include initial implementation and training cost and annual costs for 5 years.

.12 Contract Terms and Conditions (Section 12)

In this section, the vendor is to state any exceptions to the conditions listed in Section 5 of this RFP deemed important by the vendor. Sample license and maintenance agreements should also be provided in this part of the vendor’s response. This section is intended to form the basis for the development of a contract to be awarded as a result of the RFP.

The vendor responses to this RFP will be included as part of the contract.4 CRM Functionality, Implementation, and Operation

Vendors must provide the following information about their CRM solution so that State Tech can evaluate the functionality. Please provide a concise and detailed response to each of the following areas. Please provide screenshots for items followed by an asterisk and for any other items where vendor believes they will be helpful in the evaluation process. State Tech, at its option, may require a vendor to provide additional documentation to support or clarify requested information.

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4.1 General System Features

4.1.1 Does your solution offer an integrated on-line application?

4.1.2 Is your CRM web-based?

4.1.3 Can users reset their account passwords/edit account information?

4.1.4 What technologies did you use to develop your CRM?

4.1.5 Will our data be kept separate from other clients’ data?

4.1.6 How do you monitor system performance?

4.1.7 Explain your backup and disaster recovery policies.

4.1.8 Do you have a hardware redundancy set-up? If yes, describe.

4.1.9 Do you have a framework or methodology for testing?

4.1.10 Can a group of users, with the same role, be provided with the same permissions? *

4.1.11 Can specific tasks be included/excluded from a permission group? *

4.1.12 What level of technical expertise do administrators need to set up a permission group?

4.1.13 How would an administrator set up a new permission group?

4.1.14 What is your company’s philosophy on, and commitment to, user experience?

4.1.15 Are your CRM’s screens consistent from section to section?

4.1.16 Are your CRM’s labels consistent from section to section?

4.1.17 Does your CRM use admissions terminology?

4.1.18 Does your CRM work well on a mobile device? If so, was your CRM built using responsive design or can it only be accessed using an app?

4.1.19 Does your solution allow prospective students to create an on-line, password protected, profile?

4.1.20 Does your solution offer an on-line event management system?

4.1.21 Does your solution offer a Knowledge Base (Frequently Asked Questions) feature? Can reports be generated from this feature?

4.1.22 Does your solution offer a tele-counseling feature?

4.1.23 Does your solution offer an on-line chat feature?

4.1.24 Can your solution assist staff in prioritizing their daily activities?

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4.1.25 Can your solution collect, store, and manage an unlimited amount of contact data? If not, what limitations are imposed?

4.1.26 Is there any limitation to the number of populations the product can support? (i.e. Undergraduate, Graduate,, etc…)

4.1.27 Does your system provide web statistical presentations suitable for enrollment management?

4.1.28 Does your system provide for personalized web-portal for secure student access to personalized content? What are the branding capabilities for the personalized web-portal?

4.1.29 Does your solution allow data integrity management, with ability to prevent or reduce duplicate records? If so, does the CRM allow for customization of the duplicate detection rules?

4.1.30 Does your system have online survey functionality?

4.1.31 Explain your system’s capability for data import of inquiry lists from multiple sources.

4.1.32 Explain your system’s capability for data load of test scores from ACT, SAT, GRE, GMAT, etc.

4.1.33 Describe your solution’s probability and desirability rating functionality.

4.1.34 Describe your solution’s predictive modeling functionality.

4.1.35 What types of records can we create and store in your CRM?

4.1.36 How many records can we create and store in your CRM?

4.1.37 Can we link any record to any other record, such as “student” and “organization”?

4.1.38 Can we link any record to multiple records, such as “student” to a “parent” and a “sibling” and a “high school”?

4.1.39 Can a person record have multiple roles, such as “parent” and “alumni”?

4.1.40 How many mailing addresses, email addresses, phone numbers, actions, etc. can we link to a record? *

4.1.41 Can we define which mailing addresses, email addresses, and phone numbers are active? *

4.1.42 Can we define the primary mailing address, email address, and phone number for a record? *

4.1.43 Can we link multiple applications to a record for different programs? If so, can we link different data fields to different applications?

4.1.44 For each student record, can we track the search source(s)?

4.1.45 For each student record, can we track the inquiry source(s)?

4.1.46 For each student record, can we track the student’s statuses, such as inquiry, applicant, admitted, etc?

4.1.47 Can we enter comments on a record?

4.1.48 Can a student’s funnel status be automatically adjusted based on existing data? For example, if a student’s test score is greater than “x”, would the student’s status be automatically updated to “desirable inquiry”?

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4.1.49 Does your CRM provide the ability to batch edit and delete records?

4.1.50 Does your CRM provide an audit trail that details the edits made to a record and who made those edits?

4.1.51 What type of search capabilities does your CRM include?

4.1.52 Do users need any technical expertise to build an advanced query?

4.1.53 Does your search functionality rank results in order of relevancy?

4.1.54 How accessible is the data in your database? Can we search on every data field in the database and receive the results of our search within the system?

4.1.55 Can you CRM accommodate unlimited external IDs to ensure accurate data integration with external systems?

4.1.56 Can a user save his/her searches?

4.1.57 Can a user create a search and make the search public (available to all users)?

4.1.58 Can users connect to the database with reporting tools such as Argos to create custom reports?

4.1.59 How is data imported/exported to/from your CRM?

4.1.60 Do you provide standard import packages?

4.1.61 Do you provide standard export packages?

4.1.62 Can we create our own import/export packages?

4.1.63 Can we save our import/export packages for future use?

4.1.64 Does your CRM provide us with an import summary that includes the results of an import?

4.1.65 Does your CRM provide us with an export summary that includes the results of an export?

4.1.66 Can we schedule imports/exports?

4.1.67 What is the process for identifying and resolving duplicate, or possible duplicate, records? *

4.1.68 Does your CRM integrate with MS Outlook? If so, please explain. Do recruiter tasks show in Outlook tasks?

4.1.69 How does your system handle recruitment opportunities to make recruiters aware of those opportunities?

4.1.70 Does your system identify and rank feeder schools?

4.1.71 Does your system include workflow capability? If so, please explain.

4.1.72 Can recruiter tasks be reassigned to another recruiter in bulk?

4.1.73 Can your system automatically pull up and display relevant records for a person when someone calls our admissions department? If so, is any additional hardware or software needed to facilitate this integration?

4.1.74 Does your system offer address verification functionality?20

4.1.75 Does your solution display all commonly accessed fields of a person record on one screen, or will our staff need to switch screens/views to see commonly accessed information? Please include a screenshot displaying the main screen an admissions representative would see when viewing the primary record for a person with your answer.

4.1.76 Does your solution allow admissions staff to work offline? Describe the available functionality and how conflicts are handled.

4.1.77 Does your system allow admissions recruiters to see assigned tasks on one screen? Can users modify screens? Can recruiters see a calendar of upcoming events and tasks?

4.1.78 Does your system allow for the creation of enrollment goals and track progress towards those goals? If yes, please explain. Can users drill down from college level enrollment goals to program level enrollment goals?

4.1.79 Does your solution integrate with MS Office? If so, please explain.

4.2 Communication

4.2.1 Can your solution work with multiple populations, such as prospective students interested in the College’s various programs?

4.2.2 Can your solution speak to the various prospects’ interests which may be across different college programs while maintaining the college’s distinct identity?

4.2.3 Can your solution track all communication to and from each contact? Tracking must include, but not be limited to the following: the person creating the communication, type of communication, contact name, time-stamp, and memo field.

4.2.4 Does your solution allow for targeted multi-layer and cross-media communication campaigns with triggers that include interests, academic program of interest, academic major, etc.?

4.2.5 Can your system provide a stored detailed communications history with ability to display by type, date and other criteria?

4.2.6 Does your system have the ability to provide tracking, updates and access by area of responsibility?

4.2.7 Does your system have the ability to add additional field(s) for tracking as needed?

4.2.8 Does your system have the ability to modify and maintain marketing campaigns? Describe how the marketing campaign can be modified and maintained.

4.2.9 Does your system provide the ability to identify target audiences based on marketing campaign criteria?

4.2.10 Can your system use trigger responses in contact information to initiate next contact?

4.2.11 Does your system have the ability to identify and select target audiences using multiple-field capabilities?

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4.2.12 Can your system send predetermined communication plans that will automatically trigger over pre-defined dates and/or time spacing?

4.2.13 Can your solution create automated, custom communication plans to include a combination of letters, email, text messages, RSS feeds, chat and other modes of delivery? If so, please explain?

4.2.14 Can your solution support custom on-line and printed on demand brochures?

4.2.15 Does your system provide the ability to automatically stop or shift communications to an alternate campaign when specified date filter criteria are met? User must be able to manually override the criteria as well.

4.2.16 Does your system allow customization of the look and content of all outbound communication?

4.2.17 Does your system set up triggers based on any incoming communication and configure the system to respond automatically when user specified parameters are met?

4.2.18 Does your system track whether the prospect received, opened, and/or connected to an embedded link within an email communication and does your system provide open rates and click-thru rates for email campaigns?

4.2.19 Describe your system’s whitelisting functionality.

4.2.20 Describe your system’s Message Board secure discussion groups functionality.

4.2.21 Describe your system’s blog functionality.

4.2.22 Describe your system’s direct mail functionality.

4.2.23 Describe your system’s social media functionality including Facebook, Twitter, Instagram, Snapchat, LinkedIn, etc.

4.2.24 Does your system have a bulk email delivery and tracking system, including detailed email transmission reports?

4.2.25 Describe the process of generating user defined reports.

4.2.26 Can your system produce reports on any number of data elements that have been created?

4.2.27 Can reports be exported to MS Excel or MS Word while keeping current formats?

4.2.28 Do the reports allow for filtering criteria?

4.2.29 Can reports be run automatically at defined intervals and be emailed automatically to a distribution group?

4.2.30 Please describe any standard reports provided.

4.2.31 Does the system allow users from different departments to select their own report criteria?

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4.2.32 Provide a sample workflow for using tools in the product to provide high quality communications at each stage of a basic prospect, target candidate, applicant and admit processing.

4.2.33 Can we select from multiple email address types (e.g., home, school, etc.)?

4.2.34 Can we send a message to multiple email addresses for the same contact?

4.2.35 Can we send an unlimited number of email messages at one time?

4.2.36 Can we send messages to purchased lists?

4.2.37 Can we send messages to a group of records based on specific attributes (e.g., registered for visit, clicked on a link, completed an inquiry form, or received test scores)?

4.2.38 Can we exclude contacts from receiving a particular message?

4.2.39 Can we launch a campaign immediately or schedule it for a future date or time?

4.2.40 Can we schedule multiple campaigns for delivery?

4.2.41 Can we allow recipients to view our message on the web if they have trouble viewing it in their email client?

4.2.42 Can we preview our messages in different email clients within the CRM?

4.2.43 Can we pre-populate a message with variable data (e.g., first name, preferred name, first and last name)?

4.2.44 Can we preview a pre-populated message within the CRM?

4.2.45 Will your CRM identify any words, phrases, and other items that are likely to trigger an Internet Service Provider’s (ISP) spam filter?

4.2.46 Does your spam testing feature provide scores and specific suggestions on how to improve deliverability?

4.2.47 Do you comply with the CAN-SPAM act?

4.2.48 Can we customize the message header, including the “To”, “From”, “Subject Line”, and “Reply-to” fields?

4.2.49 Can we customize the look and feel of our messages using an HTML “What You See is What You Get” (WYSIWYG) editor?

4.2.50 Can we create HTML templates with editable areas for use by our staff?

4.2.51 Can we copy a previous HTML message, then modify it for a new campaign?

4.2.52 Can we customize the copy of the unsubscribe footer?

4.2.53 Can we create a plain-text version of our message?

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4.2.54 Can we include responsively designed templates, which ensure that our email messages dynamically adapt to the device (smartphone, tablet, or computer) on which they’re viewed?

4.2.55 Can we view our delivery rate, opens, click-thrus, mobile viewership, unsubscribe requests, temporary and permanent bounce rates, and more? *

4.2.56 Can we generate detailed reports and analyze our campaign results using one or more field values?

4.2.57 Can we see the percentage of students who viewed our message on a mobile device?

4.2.58 Can we create letter templates and run labels for those letters?

4.2.59 Can we create letters and labels using templates of different sizes?

4.2.60 Can we customize the text, layout, and images of a letter?

4.2.61 Can we copy a letter and then modify it?

4.2.62 Can we copy and paste a letter that was created in another program?

4.2.63 Can we select from multiple address types (e.g., home, school, etc.)?

4.2.64 Can we pre-populate a letter with variable data (e.g., first name, preferred name, first and last name)? *

4.2.65 Can we preview a pre-populated letter within the CRM?

4.2.66 Does the system allow users to determine which communication/recruitment tactics are performing best?

4.2.67 Can your system produce letters in batch at a scheduled time within the CRM without requiring a manual mail/merge process?

4.3 Event Management

4.3.1 How does your solution manage, route, and process RSVPs and confirmations online for multiple recruitment events?

4.3.2 Does your solution offer surveys that can be delivered via personalized web portals, e-mail, or web forms?

4.3.3 Does your solution allow online payments as part of event registration?

4.3.4 Can we manage our on-campus and off-campus events?

4.3.5 Can we manage interviews?

4.3.6 Can we customize the look and feel of our Event Pages (e.g., event calendar, registration forms, landing pages, confirmation messages, etc.)?

4.3.7 Can we set up recurring events?24

4.3.8 Can we build our event calendar using responsive design?

4.3.9 Can we drive students to different events based on an attribute or set of attributes (e.g., prospective student versus admitted student, or major)?

4.3.10 Can we create an unlimited number of registration forms?

4.3.11 Can we use conditional logic in our registration forms to ensure that visitors only see those questions that apply to them?

4.3.12 Can we set guest limits?

4.3.13 Can we move a registration from one time slot to another time slot (e.g., from a morning session to an afternoon session of the same event)?

4.3.14 Can we set registration deadlines?

4.3.15 Can we track attendance?

4.3.16 Can we define when a registration form expires?

4.3.17 Can we allow a visitor to make changes to their registration?

4.3.18 Can we allow individualized fees, based on data collected in the event registration (e.g., person type, selected event elements, etc.)?

4.3.19 Can we automatically send an event confirmation message to an event registrant?

4.3.20 Can we use conditional logic to personalize the text of the event confirmation message?

4.3.21 Can we send an automated message about an event to attendees?

4.3.22 Can we send an automated message about an event to the parents of attendees?

4.3.23 Can we print customer PDFs with registration data one-by-one or in batches (e.g., name tags, visitor agendas, rosters, etc.)?


4.3.25 Describe the process of generating user-defined reports.

4.3.26 Can reports be exported to MS Excel or MS Word while keeping current formats?



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4.3.32 Can your system track event costs/expenditures and allow users to determine return on investment?

4.4 Web Forms

4.4.1 Can we create an unlimited number of web forms?

4.4.2 Can we customize the look and feel of our web forms?

4.4.3 Can we pre-populate our web forms with the student information we already have?

4.4.4 Can we utilize conditional logic in our forms to ensure students only see questions that apply to them?

4.4.5 Can we utilize conditional logic to personalize the thank-you screen the student sees?

4.4.6 Can we utilize conditional logic to personalize the confirmation message the student receives?

4.5 Applications

4.5.1 Can we create customized applications that allow students to apply online?

4.5.2 Can we apply our branding to our application?

4.5.3 Can we update our application any time we wish using self-serve editing tools?

4.5.4 Can we pre-populate our application with the student information we already have?

4.5.5 Can we use conditional logic in our application to ensure that students only see those questions that apply to them?

4.5.6 Can we use conditional logic to associate academic terms with the program selected by the applicant? For example, applicants that select the Heavy Equipment Operations (HEO) program can only select Summer for the start term since the HEO term only starts in the Summer semester.

4.5.7 Can we include “tooltips” to help explain questions to applicants?

4.5.8 Can the system accept online recommendations from teachers, coaches, alumni, etc.? Can the system send recommendation requests via email? Can the recommender accept recommendation requests? Can we configure the recommendation form?

4.5.9 Can we see which students have started, but not completed, our application?

4.5.10 Can we waive our application fee for all, or select, students?

4.5.11 Can we display different application fees based on different criteria (e.g. applicant type)?

4.5.12 Can we utilize conditional logic to personalize the thank-you screen the student sees?

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4.5.13 Can we print custom PDFs of our completed applications one-by-one or in batches?

4.5.14 Can we store application data from third-party vendors (e.g., Common Application, LSAC Common Application, etc.)?

4.5.15 How many schools currently use your application system?

4.5.16 Is the admissions system completely integrated with the communication plan that may have been established earlier for the prospect?

4.5.17 Does your system allow applicants to begin an application and return to it at a later time for completion?

4.5.18 Does your system allow applicants to upload additional supporting documents?

4.5.19 Can the applicant print out a completed copy of their application?

4.5.20 Does your system allow applicants to review their progress (missing items, statuses, decisions)?

4.5.21 Can communications to applicants be easily managed to indicate incomplete statuses?

4.5.22 Does your system allow for credit card payments for applications?

4.5.23 Does your system allow for credit card payments for seat deposits?

4.5.24 Can the application and uploaded documents be transferred to an imaging system? Explain how this process works.

4.5.25 Can applications be assigned to reviewers automatically based on the program for which they applied?

4.5.26 Does the system provide a page where reviewers can view the application and all items submitted with the application?

4.5.27 Can reviewers enter a recommendation?

4.5.28 Can review items be weighted?



4.5.31 Can reports be exported to MS Excel while keeping current formats?




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4.6 Payment Processing

4.6.1 Does your CRM have payment processing capability? If so, what types of payments do you accept?

4.6.2 Do you integrate with payment gateways? If so, which ones?

4.7 Group Chat

4.7.1 Do you offer group chat?

4.7.2 Can we hold chats with groups of students (or parents, or guidance counselors) any time we wish?

4.7.3 Can we apply our branding to our chat interface, introductory screens, landing pages, and registration form?

4.7.4 Can we pre-register students to encourage attendance?

4.7.5 Can we host chats of any size and duration?

4.7.6 Can we create as many chat rooms as we wish?

4.7.7 Can we add, delete, and edit our chat rooms any time we wish, even during a live chat session?

4.7.8 Can we use our response library to respond to frequently asked questions?

4.8 1:1 Chat

4.8.1 Do you offer 1:1 chat?

4.8.2 Can we chat 1:1 with visitors while they are visiting our website?

4.8.3 Can we apply our branding to the chat window?

4.8.4 Can we customize the look of our “Chat Now”, “Available”, and Unavailable” icons?

4.8.5 Can we chat privately with multiple visitors at the same time?

4.8.6 Can we determine how our chat messages are distributed to counselors (priority, order, random, or round robin)?

4.8.7 Can we transfer an active chat session from one counselor to another?

4.9 Email Response

4.9.1 Does your CRM include email response capability?

4.9.2 Can we respond to our incoming email messages in a quick, customized, and consistent way?

4.9.3 Can we automatically sort and route our incoming messages to the appropriate staff member for handling?

4.9.4 Can we create a customized response library that includes answers to frequently asked questions?

4.9.5 Can we use the response library to suggest the best response to a message?

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4.9.6 Can we view a student’s email history with our office and personalize our response?

4.9.7 Can we define the individuals or departments that automatically receive a blind carbon copy of a response message any time it is sent?

4.9.8 Can we search old incoming or outgoing messages using any keywords, names, or addresses?

4.9.9 Can we track how often a response message is used?

4.9.10 Can we set a reminder that notifies you when a response message needs to be reviewed and/or updated?

4.9.11 Can we select a date to automatically deactivate or temporarily deactivate a response message?

4.10 Reporting

4.10.1 Identify and explain reporting and/or statistical tools that are available as part of the product including any available yield management, reporting, and analytical tools.

4.10.2 Do the reports allow for filtering of targeted groups of students with like characteristics?

4.10.3 Does your solution provide dashboard reporting capabilities?

4.10.4 Do users need any technical expertise to run reports?

4.10.5 What types of reports do you provide?

4.10.6 Please describe your reports.

4.10.7 Does your CRM include standard reports?

4.10.8 Are reports fully customizable?

4.10.9 Do your reports provide a funnel snapshot?

4.10.10 Do your reports provide year-over-year comparisons?

4.10.11 Can we use your reports to measure our return on investment (ROI)?

4.11 Knowledge Base (Frequently Asked Questions)

4.11.1 Does the system facilitate self-guided information-finding?

4.11.2 Does the system allow questions to be asked in plain English?

4.11.3 Does the system instantly deliver relevant answers to the most commonly asked questions?

4.11.4 Does the system have the capability to develop answer content pages with links, images, and text styles?

4.11.5 Can the system publish answer content to our site without relying on web developers?

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4.11.6 Can your system automatically route unanswered questions to staff for personalized response?

4.11.7 Does your system provide reports based on number of questions asked, most popular question topics, most popular unanswered question, and question by volume by day, week, month, and time of day?








4.12 Tele-counseling

4.12.1 Describe your system’s call center/tele-counseling functionality.

4.12.2 Does your system dynamically generate call lists based on contact status in the master recruitment system?

4.12.3 Does your system build and schedule call scripts for multiple initiatives?

4.12.4 Does your system automate email and direct mail follow-up based on call activity and call results?

4.12.5 Does your system track responses to follow up to the initial call?

4.12.6 Does your system track conversion of contacts through the enrollment cycle and tie them back to the campaign or caller?

4.12.7 Does your system store results of campaigns in the master recruitment database?








4.13 ERP Integration

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4.13.1 Describe the level of experience with clients using Jenzabar’s CX software application. Include percentage of client base that use Jenzabar CX as their ERP system.

4.13.2 Describe the level of data integration available between the vendor product and the customer ERP system. Detail live integration versus batch integration options.

4.13.3 Do pre-built standard interfaces exist to integrate the vendor product with Jenzabar’s CX system?

4.13.4 Do pre-built standard interfaces exist to integrate the vendor product with other ERP systems? Please list those systems.

4.13.5 If interfaces exist, what do they do functionally, and how do they operate (batch, realtime, etc.)? Provide all options available for all ERP systems that the CRM integrates with.

4.13.6 If no interfaces exist, which interfaces need to be built and what is the prescribed process for building them?

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5 Contract Terms and Conditions7

5.1 Vendor's Proposal

In order to be considered for selection, a vendor must submit a complete response to this RFP that complies with all the requirements described herein. The proposal must be submitted as one original and four copies. The vendor is strongly encouraged to also submit an electronic copy (e.g., PDF document, Microsoft Word file). This response will be considered the Base Proposal.

5.2 Multiple Proposals

A vendor may submit additional, alternate proposals. The additional proposals may be in an abbreviated form and provide only the information which differs in any way from that contained in the Base Proposal. The vendor is encouraged to submit additional proposals that identify alternative discounts and their requisite conditions. The vendor is to specify how new product announcements associated with the system can be incorporated into the proposal. Each alternate proposal must be submitted as one with four copies of each alternate proposal.

5.3 Contractor's Responsibilities

The successful vendor will be responsible for delivery, installation, maintenance, and support services offered in their proposal, whether or not the vendor is the manufacturer or producer of them. Further, State Tech will consider the selected vendor to be the sole point of contact with regard to contractual matters, including payment of any and all charges resulting from the purchase of the proposed system.

5.4 News Releases

News releases pertaining to this project are not to be made without prior approval of State Tech.

5.5 Confidentiality of Information

All data made available to the vendor by State Tech are and remain the property of State Tech and must be treated as confidential information. All listings which may reveal names or identification numbers of individuals, employees, or corporate entities, if not returned to State Tech, must be properly destroyed so as to keep such information confidential.

If the vendor's proposal contains any information that the vendor deems a trade secret or proprietary information, this information must be placed in a separate envelope and marked with the following legend:

This data shall not be disclosed outside State Tech or be duplicated, used, or disclosed in whole or in part for any purpose other than to evaluate the proposal; however, if a contract is awarded to this vendor as a result of or in connection with the submission of such information, State Tech shall have the right to duplicate, use, or disclose this information to the extent provided in the contract. This restriction does not limit State Tech’s right to use information contained herein if it is obtained from another source.

The above restriction may not include cost or price information.

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5.6 Payment

A payment schedule will be negotiated with the selected vendor. The schedule will be tied to delivery, implementation, satisfactory testing, actual performance, and acceptance by State Tech. An application for payment shall be made by properly certified contractor's invoices rendered in duplicate.

5.7 Workmanship and Material

The vendor shall provide and pay for all materials, labor, tools, transportation, and handling, and other facilities necessary for the furnishing, delivery, and installation of the software system(s) specified herein. All work shall be performed by competent workers and shall be of the best quality. State Tech shall have the right to reject any materials and workmanship which are defective, or may require the correction of the defects.

5.8 Missouri Contract

This contract shall be deemed to have been made in Missouri and shall be interpreted, and the rights and liabilities of the parties determined, in accordance with the laws of the State of Missouri.

As a public institution, State Tech must follow State of Missouri rules and regulations regarding the procurement of services. Data obtained through this RFP process must be handled as confidential and may not be shared with other firms who may want to do business with State Tech without the prior written approval of the College’s Information Technology Department. Any future business with State Tech will be obtained through a proposal process.

The contract shall be construed according to the laws of the State of Missouri. The vendor shall comply with all local, state and federal laws and regulations related to the performance of the contract to the extent that the same may be applicable. The vendor must be registered with and maintain good standing with the Secretary of State of the State of Missouri, as may be required by law or regulation.

5.9 Indemnification

The vendor agrees that State Technical College of Missouri, their departments, agencies, boards and commissions shall be indemnified and held harmless for the vicarious liability of the College as a result of entering into this Agreement. However, the parties further agree that the College, their departments, agencies, boards and commissions shall be responsible for their own negligence. Each party to this Agreement is responsible for their own negligence.

5.10 Vendor's Qualifications

State Tech shall have the right to take such steps as it deems necessary to determine the ability of a vendor to perform the work, and each vendor shall furnish to State Tech such information and data for this purpose as it may request. The right is reserved to reject any proposal where an investigation, or consideration of the information submitted by such vendor, does not satisfy State Tech that the vendor is qualified to carry out properly the terms of these specifications. The vendor must submit a list of all higher education clients, including a telephone number and a contact person for each client. This list must indicate which portions of the vendor's software are installed at each site. The vendor must provide/submit a list of all higher education accounts which the vendor has lost in the past five years.

5.11 Subcontract

The vendor is advised that any person, firm, or other party to whom it is proposed to award a subcontract under any contract arising from this RFP must be acceptable to State Tech.

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5.12 Americans with Disabilities Act

The vendor shall have thorough knowledge of the Americans with Disabilities Act. The vendor also agrees to provide complete capabilities to meet or exceed all requirements required of this Act for this RFP.

5.13 Missouri Executive Orders

Proposals are being sought from Missouri and out-of-state companies. To comply with the Governor of Missouri’s Executive Order No. 4-09 and 98-21, vendors should provide the following information as it relates to this RFP:

a. If any services offered under this RFP are being performed at sites outside the United States, the vendor must disclose such fact and provide details with their proposal.

b. MBE/WBE Certification. Vendors are encouraged to utilize certified minority and women-owned business in selecting other appropriate resources.

In the evaluation of proposals, additional preferences shall be applied in accordance with Chapter 34 RSMo. By virtue of statutory authority, a preference will be given to materials, products, supplies, provisions and all other articles produced, manufactured, made or grown within the State of Missouri. Such preference shall be given when quality is equal or better and delivered price is the same or less.

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STATE TECHNICAL COLLEGE OF MISSOURIPROPOSAL CERTIFICATION

The Offeror certifies it is authorized to obligate the represented Offeror and further agrees with all terms, conditions, and requirements of State Tech’s RFP.

The Offeror further certifies the responses and resulting proposal to State Tech’s Request for Proposal are true and accurate.

In submitting a response to State Tech’s RFP, the Offeror understands that State Tech retains the right to reject any and all proposals and to waive irregularities and informalities therein, and to award the contract in the best interests of State Tech. It is also understood that proposals may not be withdrawn for a period of 90 days after the date and time set for the receipt of proposals.

The Offeror hereby affirms:

(1) That I am the Owner (if the Offeror is an individual), a partner in the Offeror (if the Offeror is a partnership), or an officer or employee of the Offeror having authority to sign on its behalf (if the Offeror is a corporation);

(2) That the proposal has been arrived at by the Offeror independently, and has been submitted without collusion with, and without any agreement, understanding, or planned common course of action with, any other vendor of materials, supplies, equipment or services described in the RFP designed to limit independent bidding or competition;

(3) That the contents of the proposal has not been communicated by the Offeror or its employees or agents to any person not an employee or agent of the Offeror or its surety on any bond furnished with the proposal, and will not be communicated to any such person prior to the official opening of the proposal; and

(4) That the Offeror has fully assured in regarding of the accuracy of the statements made in their response.

(5) The Offeror is registered with and maintains good standing with the Secretary of State of the State of Missouri, as may be required by law or regulation.

(6) The undersigned certifies that their Offeror (check one) _____ IS or _____ IS NOT currently debarred, suspended, or proposed for debarment by any federal or state entity. The undersigned agrees to notify the College of any Change in this status, should one occur, until such time as an award has been made under this procurement action.

In compliance with this RFP document, Project No. FA16-1, and after carefully reviewing all the terms, conditions, and requirements contained therein, the undersigned agrees to furnish such services in accordance with the specifications of this RFP.

________________________________________ ____________________Authorized Signature Date

________________________________________Print Name

________________________________________Title

________________________________________ ________________________________________Company Federal Tax ID No.

________________________________________ ________________________________________Telephone Number

________________________________________ ________________________________________Address Fax Number

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