BOARD OF COMMISSIONERS AGENDA ITEM COVER SHEET November 5, 2015

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1 Board Meeting Date: Presenter: Subject: Background: BOARD OF COMMISSIONERS AGENDA ITEM COVER SHEET November 5, 2015 Megan Jasinski-Morsch Resolution Awarding a Contract for CRM Software Services, Implementation Services and Support The Authority desires to replace its Customer Relationship Management (CRM) System. It is anticipated that the implementation of a new system will result in increased productivity, an enhanced customer experience and help drive a continued increase in ridership and customer loyalty. The Authority sought proposals by issuing a Request for Proposals (RFP) and publicly advertising for proposals in the Rochester Business Journal, New York State Contract Reporter and Transit Talent website on August 28, Eighty-four (84) RFP packages were sent out. Prior to the September 18, 2015 submission deadline, RGRTA received four (4) proposals from the following firms: EastBanc Technologies, LLC, Washington, DC GCOM Software, Inc., Albany, New York Synegen, Inc., Itasca, Illinois Technology Advisors, Inc., Des Plaines, Illinois Selection was based on a thorough evaluation of the proposals, as well as a detailed demonstration to showcase the solutions from the top three (3) proposers. The contract award recommendation was based on the following criteria: Proposing Firm s Experience Technical Approach/Solution Project Team Qualifications Cost/Overall Value The Authority has determined GCOM Software, Inc. has submitted the strongest and most favorable proposal. Scores below are out of a total of 100 points; 1) GCOM Software, Inc. (Final Score of 86) 2) Synegen, Inc. (Final Score of 56) 3) Technology Advisors, Inc. (Final Score of 65)

2 The GCOM Software proposal partners with Salesforce of San Francisco, CA, using Salesforce Cloud Solution, to provide the Authority with the best software, implementation services and maintenance support services. This solution was selected for many reasons including: Salesforce is an industry leader and a standard for CRM solutions This solution is most capable to grow and adapt to the Authority s ever changing environment, providing best longevity and capabilities This solution provides the best ability to integrate with other RGRTA systems, hence being the most stable solution This solution eliminates the need to maintain a separate annual subscription for software currently being used by RGRTA s Business Development Team This solution will require less internal resources to operate, support and, hence avoiding an increase in staffing The Authority determined that GCOM Software submitted a responsive proposal and the pricing is fair and reasonable. Financial Impact: The Authority determined that GCOM Software and Salesforce appear to be responsible proposers. The overall financial impact is broken down into three (3) components. Capital Funding: 1) The contract with GCOM Software is for the provision and implementation of the Salesforce Cloud Solution and all of its third-party solutions as represented in its proposal and shall be in an amount not to exceed $468,515. The total authorized amount in the Capital Plan for this contract is $550,000. The cost for this work is included in the project capital budget and is to be funded in the following manner: Federal 80% State 10% RGRTA...10% Operational Funding: 2) A five (5) year contract with GCOM Software for the application level support on development and maintenance of the above solution. The amount is not to exceed $33,000 annually. The total five (5) year contract shall not exceed $162,000. 3) A four (4) year contract with Salesforce for subscription fees. The annual fee is $122,063. The total four (4) year contract shall not exceed $488,252.

3 Contingency Funding: 4) We are recommending a contingency in the amount of $81,845 for justified orders on contract for the overall project. All of these financial commitments are provided for either in the Authority s current Capital Budget and/or the and future Operating Budgets. Recommendation: The total cost of ownership of the CRM Software Services, inclusive of all implementation fees, support fees and subscription fees for five (5) years is $1,118,767, with an authorized contingency of $81,845, resulting in a total cost of $1,200,252. That the Chief Executive Officer or his designee be granted authority to enter into an agreement with GCOM Software for the implementation of a new Customer Relationship Management System. In addition, the Chief Executive Officer or his designee shall be authorized to enter into contracts with both GCOM Software and Salesforce for the annual subscription fees and support services for up to five (5) years.

4 Resolution: RGRTA AWARDING A CONTRACT FOR CRM SOFTWARE SERVICES, IMPLEMENTATION SERVICES AND SUPPORT WHEREAS, the Rochester Genesee Regional Transportation Authority (the Authority ) desires to replace its Customer Relationship Management (CRM) System with a state-of-the-art integrated CRM system (the Project ); and WHEREAS, the selected proposal will provide software, implementation services and support services for an integrated state-of-the-art Customer Relationship Management System that will offer increased productivity, an enhanced customer experience and help drive a continued increase in ridership and customer loyalty; and WHEREAS, the Authority sought proposals from qualified firms by issuing a Request for Proposals (RFP) and publicly advertising for proposals in the Rochester Business Journal, New York State Contract Reporter and Transit Talent website on August 28, 2015; and WHEREAS, four (4) proposals were received prior to the September 18, 2015 submission deadline; and WHEREAS, the Authority conducted a thorough evaluation of the proposals that were received and concluded that GCOM Software of Albany, New York along with software partner Salesforce, submitted a proposal that was responsive to the Authority s specifications and was most favorable for its long term viability to the Authority; and WHEREAS, the Authority has determined that the price proposal submitted by GCOM Software is fair and reasonable; and WHEREAS, the Authority has determined that GCOM Software and Salesforce appear to be responsible firms. NOW, THEREFORE, BE IT RESOLVED, that the Chief Executive Officer or his designee be authorized to enter into a contract with GCOM Software for the provision and implementation of a new Customer Relationship Management System, for the software products necessary to meet the system requirements as proposed in an amount not to exceed $468,515 for the Project (the Project Cost ); and BE IT FURTHER RESOLVED that the Chief Executive Officer or his designee is authorized to enter into separate annual subscription agreements with Salesforce having up to a four (4) year cost not to exceed $488,252 above the Project Cost; and BE IT FURTHER RESOLVED that the Chief Executive Officer or his designee is hereby authorized to enter into separate annual support service agreements with GCOM Software having up to a five (5) year cost not to exceed $162,000 above the Project Cost; and

5 BE IT FURTHER RESOLVED that the Chief Executive Officer or his designee is hereby authorized to enter into justified orders on contract for up to $81,485 above the Project Cost; and BE IT FURTHER RESOLVED that the Chief Executive Officer or his designee is hereby authorized, empowered and directed, for and on behalf of the Authority, to perform any and all actions and to execute any and all documents on behalf of the Authority as may be deemed necessary, appropriate or advisable to carry out the intent and purposes of the foregoing resolution. C E R T I F I C A T I O N The undersigned hereby certifies that the above is an excerpt from the Minutes of a Quarterly Meeting of the Rochester Genesee Regional Transportation Authority, which was held on November 5, 2015 and that the Resolution is still in full force and effect. James H. Redmond, Chairman Date: November 5, 2015 Rochester, New York

6 Resolution Awarding a Contract for CRM Software Licenses, Implementation Services and Support RGRTA Date Goes Here Presented by Megan Jasinski-Morsch, VP of Marketing & Customer Services

7 The Need for Change Current Customer Relationship Management (CRM) System Charter is outdated, no upgrades available. Manual processes cause slower than desired response times to customers. Different customer interactions manually tracked with different communication channels (call center, in-person, social, and website). This causes disparity among customer contact history Difficult to view reports and identify trends in operational issues and customer feedback. Replacement is a priority for increasing customer satisfaction, increasing ridership, and improving operational efficiencies. This is included in the RGRTA Comprehensive Strategic Plan for

8 Benefits of a new CRM System: Increase Customer Loyalty and Satisfaction: System will provide better understanding of customer needs and expectations. Will help us quickly identify operational trends and keep customers happy with quick and accurate information. Become More Efficient: New system will standardize and automate processes to eliminate manual redundant tasks. This will help RTS access accurate information and respond to customers quickly. Acquire New Customers: Enhanced identification of prospective customers will help focus marketing efforts and allow acquisition of new customers with marketing automation.

9 What is a CRM System? Customer Interactions Phone Online In Person Social Media Mobile CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEM Real-Time Reporting and Analytics Marketing Automation Surveys SMS/Text Voice Social Media

10 Procurement Process RGRTA sought proposals from qualified firms by issuing a Request for Proposals (RFP) and publicly advertising in the Rochester Business Journal, New York State Contract Reporter and Transit Talent website on August 28, Eighty-four (84) RFP packages were sent. Four (4) Proposals were received: Eastbanc Technologies-Onsite: Microsoft Dynamics (Washington, DC) GCOM Software-SaaS: Salesforce (Albany, NY) Synegen, Inc-SaaS: Salesforce (Itasca, IL) Technology Advisors, Inc.-Onsite or SaaS: Infor (Des Plaines, IL) Costs from proposals ranged from $600k - $4.7M for 5 Year TCO

11 Selection Criteria Firm s Experience - 20% Company Background Conformance w/ the minimum software and implementer qualifications Conformance with RFP guidelines and submittal requirements Maintenance and Support Program Client References Project Team Qualifications - 20% Responses to Business Requirements Interviews/Demonstrations Implementation Firm Interviews Resumes of Team Members Experience with CRM &/or Transit Authorities Technical Approach - 35% Proposer s Scope of Services Design/Development Plan Implementation Plan Training Plan Change Management Plan System-wide Integration Capabilities Third-Party Products/Optional Software Cost/Overall Value - 25% Price Proposal Overall Value of the Proposal

12 Final Selection Out of a Maximum score of 100 points: GCOM Software-SaaS: Salesforce = 86 Synegen, Inc.-SaaS: Salesforce = 56 Technology Advisors, Inc.-Onsite or SaaS: Infor = 65 Distinguishing Characteristics of Selected Vendor: Salesforce is an industry leader and standard for CRM solutions, offering a Software as a Service (SaaS) solution. Painless Upgrades: Salesforce manages all updates and upgrades, there are no patches for RTS to download or install, and no need for RTS to add hardware, software, or bandwidth as our needs change. Seamless Integration: Offers customization integration to meet specific needs with our existing operational systems. No Additional Internal IT Costs: Less effort to operate, support and maintain with internal resources hence avoiding an increase in staffing.

13 Recommendation That the Chief Executive Officer or his designee be granted authority to enter into agreements with GCOM Software and Salesforce for a new Customer Relationship Management (CRM) System in amounts totaling $1,200,252. The agreements are as follows: GCOM Software to provide software products necessary to meet the system requirements with a cost not to exceed $468,515; and GCOM Software to provide annual support services for up to five (5) years with a cost not to exceed $162,000; and Salesforce to provide annual subscriptions/licenses for up to four (4) years with a cost not to exceed $488,252. Finally, authorization be given to allow for justified orders on any of the above contracts up to $81,485.