MODIFICATION
D -- CRM Software & Supporting Services - Amendment 1
- Notice Date
- 7/8/2011
- Notice Type
- Modification/Amendment
- NAICS
- 541512
— Computer Systems Design Services
- Contracting Office
- Department of Labor, Office of the Assistant Secretary for Administration and Management, Procurement Services Center, S-4306 200 Constitution Avenue, NW, Washington, District of Columbia, 20210-0001, United States
- ZIP Code
- 20210-0001
- Solicitation Number
- DOL111RI2302
- Archive Date
- 8/9/2011
- Point of Contact
- Antoinette Ingram, Phone: 2026934582, Tova Stein, Phone: 202-693-4570
- E-Mail Address
-
Ingram.Antoinette@dol.gov, Steiin.Tova@dol.gov
(Ingram.Antoinette@dol.gov, Steiin.Tova@dol.gov)
- Small Business Set-Aside
- N/A
- Description
- RFI Document Matrix, Revision I attached. This Sources Sought Notice is for informational and planning purposes only and shall not be construed as a solicitation or as an obligation or commitment by the Government. This notice is intended strictly for Market Research. THIS IS NOT A SOLICITATION FOR PROPOSALS AND NO CONTRACT SHALL BE AWARDED FROM THIS SYNOPSIS. The Department of Labor (DOL) is gathering high-level marketplace information about Customer Relationship Management (CRM) software and supporting services. This information will be used to determine the availability of technical and business solutions that address customer service inquiry intake, assessment, assignment and fulfillment status as it relates to the DOL Customer Service Modernization Program (CSMP). The Department intends to procure a CRM solution for a demonstration pilot at some point in the near future. The Department of Labor implemented the CSMP program in support of the April 27, 2011 Executive Order in which each government agency is required to develop a plan to transform their customer service capabilities. The objective of the CSMP is to streamline and improve customer interactions and to enable each agency's customer service capabilities through process and technology (CRM) implementation. Some of the qualities of an ideal CRM software are, but not limited to: • Enhancing customer service experience and satisfaction through the use of CRM solutions by providing improved and enhanced service capabilities; • Ease of integration (open interface) with legacy case management applications and social media platforms; • Ability to handle and manage customer interactions across multiple channels; • Providing customers the ability to continuously track, update and self-serve; • Ensuring that initial and response messaging is conveyed to the customer consistently across communication channels by using an effective knowledgebase; • A CRM application provided as a Software as a Service (SaaS); • Ensuring that the SaaS CRM Solution is compliant with the federal Certification and Accreditation and Authority to Operate certifications; • Providing sufficient training and support to the agents using the CRM SaaS solution; • Supporting report and/or dashboard capabilities within the software solution; • Ensuring that the solution complies to all relevant government IT security standards; and • Section 508 accessibility compliancy. How to Respond to this RFI The responses to this RFI will be used for the purpose of market research so as to gain an understanding of what capabilities are available in the marketplace from fully capable vendors. Your RFI response will NOT be considered as a proposal. The Department of Labor seeks these responses for informational purposes only. Deadline: 12 P.M. (Noon) ET, July 24, 2011 changed to "12 P.M. (Noon) ET, Jul 25, 2011. Respond to: o Respond via email only to Ingram.Antoinette@dol.gov by the deadline. o Include "Customer Relationship Management Tool RFI Response from [company name]" in the subject line of your email. o Provide any cover letter information in the email and do not attach anything other than the RFI Response Document to the email. Response items o Complete the accompanying RFI Response Document  Fill in relevant responses to RFI Response Document Matrix  Provide no more than 200 words of text as a response per question to the questions requesting information in the RFI Response Document Matrix.  Provide no more than two pages of text as a Corporate Overview relating to your company's capabilities specific to the tasks mentioned in the Synopsis.  Do not provide additional comments for Yes/No questions.  Do not provide more information than that which is requested. Response Format o The completed RFI Response Document is to be saved as a file with your company's name included in the filename. o Email the RFI Response Document to Ingram.Antoinette@dol.gov with the RFI Response Document as an attachment. o The RFI Response Document may be attached as Microsoft Word or an Adobe PDF file. o The email plus attachment cannot exceed 3MB. 1.1. Other Contact information Office of Procurement Services, U.S. Department of Labor Antoinette Ingram Contracting Officer (202) 693-4582 FRI Response Document Matrix Question NOTE- Please respond with brief answers in relation to your companies capability to bring the following skills, resources, and tools to support the CSMP program Responses Fill in answers in shaded areas. Click in boxes to select answers. 1 What is your company's name and URL to your company's Web site? Company Name: URL: 2 What is your company's DUNS number (if registered on the Central Contractor Registration Web site (www.ccr.gov), please use the same number)? DUNS Number: 3 Does your company hold a current and valid registration with the Small Business Administration (SBA) as a small or otherwise socio-economically disadvantaged business? 0 Yes 0 No 4 Is your company part of the GSA Schedule or other award schedules? 0 Yes 0 No 5 Are any of your resellers in the GSA Schedule or other award schedules? 0 Yes 0 No 6 What is the license and maintenance model for your organizations CRM SaaS product? License: Maintenance Model: 7 Have you performed any CRM installations or CRM service instances with the federal government? 0 Yes 0 No 8 Please provide the names of federal agencies that you may have worked in implementing CRM based solutions Federal Agencies: 9 Does your CRM software offer Software as a Service (SaaS) capabilities? 0 Yes 0 No 10 Is your organization's product Section 508 compliant? "Requirements for accessibility based on Section 508 of the Rehabilitation Act of 1973 (29 U.S.C. 794d) and conformance to Level AA of the Web Content Accessibility Guidelines (WCAG) 2.0 are determined to be relevant to this RFI. DOL is performing market research on the availability of a product which fully complies with all functional performance criteria under section §1194.31 of Section 508 of the Rehabilitation Act of 1973 (29 U.S.C. 794d) and is conformant to Level AA of the Web Content Accessibility Guidelines (WCAG) 2.0" 0 Yes 0 No 11 Does your CRM SaaS solution offer social media integration? 0 Yes 0 No 12 Please provide the list of all social media integration and services that is provided within your CRM SaaS product Social Media: 13 Is the CRM SaaS solution FISMA complaint? 0 Yes 0 No 14 What level of FISMA compliance has been attained for the product? FISMA compliance level: 15 Is there an information security plan for your CRM SaaS product that prioritizes threats, vulnerabilities/risks and mitigates these factors with specific people, processes and tools? 0 Yes 0 No 16 Are digital certificates and encryption for both data in motion and data at rest in place for the CRM SaaS product? 0 Yes 0 No 17 Has the CRM SaaS solution gone through Federal C&A process in a SaaS environment? 0 Yes 0 No 18 What level of C&A compliance has been attained for the product? C&A compliance level: 19 Does your product have an open standard API? 0 Yes 0 No 20 Do you have detailed API documentation for your CRM SaaS product? 0 Yes 0 No 21 Do you have experience in management and implementation of your CRM SaaS product for large and diverse organizations with differing business processes? 0 Yes 0 No 22 Do you have business process options and business process configuration for your CRM SaaS product? 0 Yes 0 No 23 Can your CRM SaaS product be configured to suit different customer needs? 0 Yes 0 No 24 Does your CRM SaaS product allow integration with legacy applications? 0 Yes 0 No 25 Does your CRM SaaS product allow integration with case management systems? 0 Yes 0 No 26 Please list all (if any) the case management systems your product has been integrated with? List of Integrated Case Management systems: 27 Do you have detailed technical architecture and integration documentations for your CRM SaaS product that can be shared publicly? 0 Yes 0 No 28 Do you have detailed documentation on your product's cloud computing and high availability services? 0 Yes 0 No 29 Do you have detailed documentation regarding customer lifecycle management and how it relates to your product? 0 Yes 0 No 30 Do you provide training needed to implement and maintain your organization's CRM SaaS solution? 0 Yes 0 No 31 What training packages are included with the out-of-the-box solution? Training available with out-of-the-box solution: 32 Do you provide production support in implementation of your CRM SaaS product? 0 Yes 0 No 33 Is the production support included with the out-of-the-box solution? 0 Yes 0 No 34 Do you provide analytics (reporting) capabilities with the CRM SaaS product? 0 Yes 0 No 35 Are you able to create ad-hoc reports within CRM SaaS product? 0 Yes 0 No 36 Please list the different components that are available from your out-of-the-box CRM SaaS solution? List of available components with out-of-the-box solution: All interested firms shall submit a response demonstrating their capabilities. As stipulated in FAR 15.201, responses to this notice are not considered offers and cannot be accepted by the Government to form a binding contract. No solicitation exists; therefore, do not request a copy of the solicitation. The decision to solicit for a contract shall be solely at the Government's discretion. Any information submitted by respondents to this sources sought synopsis is voluntary. This sources sought notice is not to be construed as a commitment by the Government, nor will the Government reimburse any costs associated with the submission of information in response to this notice. Respondents will not individually be notified of the results of any government assessments. The Government's evaluation of the capability statements received will factor into whether any forthcoming solicitation will be conducted as a full and open competition or as a set-aside for small businesses, or any particular small business designation (e.g. SDVOSB, HUBZone, 8(a), SDB, WOSB, VOSB, etc.). Capabilities package: All interested firms shall submit a capabilities package with evidence to provide the items listed above and small business classification(s): (Small Business, 8(a), HUBZone, SDB, SDVOSB, WOSB, VOSB, etc.) The Government intends to consider all comments and the responsive capability statements when developing its final acquisition strategy and resulting RFQ(s). Responses may be submitted electronically to the following e-mail address: Ingram.Antoinette@dol.gov in a Microsoft word compatible format to be received no later than 12:00 p.m., Eastern Standard Time, 24 July 2011.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/DOL/OASAM/WashingtonDC/DOL111RI2302/listing.html)
- Place of Performance
- Address: 200 Constitution Ave, NW, Washington, District of Columbia, 20210, United States
- Zip Code: 20210
- Zip Code: 20210
- Record
- SN02493379-W 20110710/110708234810-850f14c8829b3aa7d1d27d79cc2a8395 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
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