Customer Relationship Management (CRM) Software System ADDENDUM 2

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1 REQUEST FOR PROPOSALS September 9, 2011 City of Newport News OFFICE OF THE PURCHASING DIRECTOR 2400 Washington Avenue Newport News, VA Phone: (757) / Fax: (757) Customer Relationship Management (CRM) Software System ADDENDUM 2 It is agreed and understood that the following changes shall be made part of the original Request for Proposals (RFP). This published addendum consisting of eight (8) pages as follows: 1. Addendum Cover page (1) - Addendum announcement and description, includes an extended due date for proposals. 2. Question and Answers (7), Pages 2 8. This addendum extends the proposal due date as indicated below. New Proposal Due: September 16, Close of Business (COB) Contract Officer: Marie-Therese (Mimi) M. Gartner, CPPB, Senior Buyer, and Vickie Gwynn, Assistant Buyer, PLEASE INCLUDE THIS SIGNED ADDENDUM PAGE WITH YOUR SUBMITTAL Company Name: Print Name: Title: Signature: Date: (This Form Must Be Signed. Signature must be original, not photocopied

2 QUESTIONS AND ANSWERS (Q & A) 1. Real-time interface with Cityworks by Azteca Systems. o What version of Cityworks are you on? ANS: Ver 4.5 SP6, ArcGIS 9.3, going to Version 2011 (they changed their numbering system) o Do you have their Server or Desktop versions? ANS: We have both. o If Server do have AMS, PLL or both? ANS: Both. 2. Real-time interface with the Permits and Inspections module of Munis by Tyler Technologies. o What version of Munis are you on? ANS: Integration with a Unified Communications tool. o What specific type of integration are you looking for with this (i.e. screen pops when a caller calls in, etc.)? We expect the offeror to tell us what is possible and practical. 4. Integration with Microsoft Windows Active Directory. o The general assumption is that this is mainly related to providing single signon for your Call Center agents correct? 5. Integration with Microsoft Exchange o Is this mainly related to being able to create Request records from s sent to a Microsoft Exchange account? ANS: YES, but also Microsoft Exchange is our system and we want to integrate the CRM and UC with that system. 6. Integration with Microsoft Office o What specifically are the requirements for this? ANS: This is our office productivity suite for the entire city. 7. From the Functional Requirements Section - The RFP States, Allow citizens to easily attach additional documentation to a web service request. o Please describe this functionality in more detail? ANS: As an example, the citizen might want to attach a photograph to a service request, or attach a scanned letter, or attach previous correspondence. o Does this mean the system needs to prompt the citizen or call operator for additional questions about a service request? o Or does it mean actual documents like.pdf,.docx, or png need to be attached with certain service requests? o Please describe all formats that the intake system would need to support? ANS: We are not able to answer this part. We expect the offeror to tell us what is possible or practical. o The RFP States, Wireless and mobile field service delivery. Please expound on this requirement? Is the City requesting a mobile solution for employees to update service request statuses in the field? ANS: Yes as well as send responses back to the customers is needed. 8. From the Integration Requirements Section - Due to the fact that departmental system integration efforts can vary, would it be acceptable to offer a fixed-price design/discovery phase and an estimated range for the actual build and implementation? RFP (Addendum 2) 2

3 o Could the City propose an alternative approach for contract that wouldn t tie the vendor to a fixed-price estimate for the integration services? ANS: This will depend on how the vendor proposes to approach this issue. 9. What database does the CityWorks system use? ANS: SQL. 10. Could the City provide the database schema for the CityWorks system? 11. Does the CityWorks system provide a developer API for updating or adding records to the system? If yes, could you provide the API documentation? ANS: This is a question for Azteca Systems who developed CityWorks. 12. What database does the Munis system use? ANS: This is a question for Tyler Technologies 13. Could the City provide the database schema for the Munis system? ANS: See #12 above. 14. Does the Munis system provide a developer API for updating or adding records to the system? If yes, could you provide the API documentation? ANS: See #12 above. 15. Does the City have a preferred unified communication tool you re already using and prefer to use in this solution? Or should the vendor propose the UC tool in the solution? ANS: We have not as yet selected a UC tool. 16. What database is ArcGIS Server (SDE) used in conjunction with at the City? ANS: SQL. 17. What ArcGIS Server services does the City envision this system working with? Example: map image services, geocoding services, etc. ANS: We expect full integration with ArcGIS. 18. Would it be acceptable to use a consumer mapping service like, Bing Maps or Google Maps for the base map (roads and high resolution aerial)? 19. Other than the streetlight example in Appendix A, are there other service request types that need to integrate with spatial data in ArcSDE? 20. Would it be acceptable to use a consumer mapping service like, Bing Maps or Google Maps for the base map (roads and high resolution aerial)? 21. Other than the streetlight example in Appendix A, are there other service request types that need to integrate with spatial data in ArcSDE? 22. What is the City s implementation budget for this project? ANS: The city does not provide this information. 23. What is the City s budget for initial licensing costs? ANS: The city does not provide this information. 24. What is the City s yearly budget for recurring licensing and 24x7 support costs? ANS: The city does not provide this information. 25. Are there historical records that require data conversion and loading into the CRM system? 26. If so, could the City provide a description of that data? 27. What brand/version of UC does CRM need to integrate with? ANS: We have not as yet selected a UC. RFP (Addendum 2) 3

4 28. What brand/version of VOIP does CRM need to integrate with (if different from above)? Is the integration with UC/VOIP for outbound dialing only or inbound as well? ANS: Inbound only 29. Which 5 departments will be rolling on to the application in this Phase 1? ANS: Parks-Recreation-Tourism, Engineering, Public Works, Codes Compliance. City Manager s Office 30. How many City departments will be using this system once it has been fully implemented (including all future phases)? ANS: All City Departments (a total of 50). 31. How many estimated users will be using the system once it has been fully implemented (including all future phases)?ans: Do not know at this time. 32. According to the City s RFP, the 311 Call Center is proposed at this time. What is the timeline for ramping up this call center? ANS: The timeline for implementation is for a soft opening in July 2012 with formal opening in November of o When will it be staffed? ANS: Staffing will be completed 3 to 4 months in advance of this date. o Is the City also looking for some strategic consulting services to help with best practices from previous experience in developing this call center? ANS: Currently, we are interested in responses that address the requirements in this RFP. 33. The City s timeline for implementation (start in October 2011 and soft go-live July 2012) of a Constituent Relationship Management solution is longer compared to other similar implementations. Is the City open to a shorter delivery cycle, with the same go-live dates? 34. What are the current volumes of calls/interactions for each of the 5 departments coming onto the system? ANS: We do not have this information. 35. Will any of the 5 departments in the initial phase require a work order system (in other words, use vendor solution) or will we integrate to legacy systems for all 5 departments (e.g., Cityworks, Munis, etc.)? ANS: They will use the two work order systems specified. 36. How standardized are the business processes across the 5 departments coming on in the Phase 1? ANS: Not standard at all. 37. Is the City planning to rollout all channels of communication (e.g., Chat, Telephony, automated response, etc.) in Phase 1 or will this be a more phased approach? ANS: All will be rolled out in Phase I. 38. What is the estimated number of unique solutions that will be put into the knowledgebase for the initial rollout? ANS: We do not know the answer to this question. 39. Will any historical data need to be converted and imported into the application before launch (e.g., constituents, service requests, solutions, etc.)? 40. What will be the approximate number of concurrent users on the constituent 311 portal? ANS: We do not know. The population of the City is approximately 190, Can you please provide a more detail around the City s mobile requirements? RFP (Addendum 2) 4

5 o Which functions will be performed via the mobile interface? o What platforms (e.g., ios, Android, etc.) and devices (smartphone, tablet) will be supported? ANS: We do not know the answer to this question. We would expect the vendor to tell us what is possible with their system. 42. Will the City provide any resources to assist in the configuration of the solution? o If so, what type of experience will they possess? ANS: This is expected to be a turnkey solution with minimal assistance from City Staff in configuring the system. 43. What types of will you be sending? o Internal notifications? o SR receipt confirmations to constituency? o Text-based or HTML format s? ANS: All of the above. 44. Regarding real-time interface with Cityworks by Azteca Systems - What version of the Cityworks is the city currently using? ANS: Ver 4.5 SP6, ArcGIS 9.3, going to Version 2011 (they changed their numbering system) o One way or bi-directional interface? ANS: Bi-directional o What data needs to be integrated? ANS: The city Cannot answer this question. 45. Regarding real-time interface with the Permits and Inspections module of Munis by Tyler Technologies - What version of the Permits and Inspections module? ANS: 8.2 o One way or bi-directional interface? ANS: Bi-directional o What data needs to be integrated? ANS: The city cannot answer this question. 46. Regarding integration with a Unified Communications tool - What type of tool/system does the city use for telecom? ANS: The UC has not been selected yet. o What functionality should be enabled through integration to CRM? Full telephony capability? o What channels need to be supported (Voice, chat?)? ANS: Multi-channel. o What routing rules/capabilities are required? Are rules currently built into your switch? ANS: N/A 47. Regarding integration with ESRI ArcGIS Server 10 or latest - What data is to be exchanged? ANS: Unknown at this time. o Two-way integration? ANS: Two way. 48. RFP, page 12, Support Requirements - What level of support is required for end users? Level 1 support lost password, help-desk type support; Level 2 support application specific functionality help; Level 3 support technical issues requiring resolution ANS: The vendor is expected to supply only Level 3 Support to the system administrator. o What is the required response time for technical help service via phone or ? ANS: The vendor should decide this in their proposal. RFP (Addendum 2) 5

6 49. What is the expectation for software upgrades? RFP page 14, Section 6 asks for a cost structure. Since we do not control the development cycle for the various software (how many new versions will be released, or how complex they will be we), we cannot accurately estimate the upgrade cost 5 years out. ANS: Do the best you can. The City will provide more specificity pertaining to cost containment during negotiations. 50. RFP page 12, Training - Does the City prefer all end user training or a train-the-trainer approach? ANS: Train-the-trainer approach. o Will the City provide any resources to assist in creation of training materials? ANS: Yes 51. Functional Requirements Section, RFP page 11, bullet #15 - Wireless and mobile field service delivery. How many mobile users should be proposed for the initial phase? ANS: We expect to have 100 Subject Matter Experts who will be on the VoIP system and may be on a mobile device. 52. Integration Requirements Section, RFP page 11, bullets #1 & #2 - Real time interface with Cityworks by Azteca Systems and Permits and Inspections module of Munis by Tyler Technologies. Please provide a high-level overview of the City s requirements for these interfaces? ANS: We expect the call center agents to be able to use the CRM to enter service requests that will be fed directly into Cityworks or Munis without further human intervention. 53. Integration Requirements Section, RFP page 11, bullet #3 - Integration with a Unified Communications tool. Please provide information on the Unified Communications tool as to the manufacturer, model and system version if possible. Is the City looking for a CTI (Computer Telephony Interface). Will this be for voice only or for multi-channel to include , text, chat? Please provide a description of the integration required? ANS: We expect to acquire a VoIP system that will serve the call center agents, subject matter experts, and selected other users. We expect this to be multi-channel system that will support text, , chat, and fax. 54. One of the integration requirements is to a Unified Communications tool. Is this a telephony system? If so, who is the vendor (e.g. Cisco, Avaya, Nortel) and what type of phone switch (e.g. Cisco Call Information Manager version 6) is it? ANS: The City has not selected the VoIP/UC vendor as yet. We are interested in the CRM vendor demonstrating that their product can integrate with a UC. If your product is currently doing that we would like to know. 55. Please provide infrastructure information you will use to support, integrate with or otherwise interface with the CRM system. This would include hardware, software tools, security and firewalls, web tools, and similar information ANS: The city uses HP Blade servers as the primary hardware for hosting applications. Our City Web Site is located at Beyond that we need to know from the vendor what is required from the city to implement their CRM. 56. Does the city expect the contractor to provide the hardware and portal software/tools to support the CRM solution, or will the City provide this? ANS: See question Does the City already have a portal that will be used to support the CRM product or is the contractor required to develop the portal? If the City already has a portal to use, please provide specifications. ANS: See questions 56 & Please provide an estimated number of help desk calls anticipated during business hours, after RFP (Addendum 2) 6

7 business hours Monday to Friday, and separately on weekends and holidays. ANS: The city does not have any current call volume statistics. (NOTE: The operating hours of the Contact Center have not yet been determined.) 59. In the General Section on page 10, the City identified five (5) departments for inclusion for the initial phase: Public Works, Engineering, City Manager s Office, Codes Compliance, and Parks and Recreation. Are these the only departments planned for the initial phase? If not, can the City provide us with the list departments to be included in the initial phase? ANS: These are the first five departments. o Additionally, for each department, can the City provide the quantity and list of service requests to be configured in the 311 CRM system? ANS: The city cannot provide quantity and list of service requests to be configured at this time. 60. Is there a desired workflow document or flow chart that describes how the new CRM system should track and report upon: o Sanitary Sewer Stoppage o Signal or Streetlight not Working o Inspection Request o Missed Trash Pickup We are asking each vendor to demonstrate/illustrate how their CRM would handle typical request from the public. All of the above examples are now entered into CityWorks or Munis Permits. We want to insure that the chosen CRM will be able to seamlessly integrate with these systems and not require double entry into the CRM and also into our work order system. We also want to be assured that we can easily integrate other backend system(s) into the CRM if we should acquire such systems in the future. 61. Is it safe to assume that each of the existing software applications currently in use include API s needed for a straight-forward integration with the new CRM system? ANS: No; however we want assurances (and a clear demonstration) that the selected CRM can accept such straight-forward integration with API s. We want to avoid a proprietary interface/integration from the CRM side. 62. Is the city of Newport News looking for between a 30 to 50 user system? ANS: We expect to have 12 Contact Center agents initially, and as many as 100 subject matter experts in the initial deployment of the CRM. 63. Does the city need the specific service requests to function EXACTLY as it's outlined in the RFP, starting on A1 - or are these general guidelines? ANS: These are current City processes. We wish to understand how your CRM would address a process like this. These processes are for illustration so each vendor can demonstrate how their system would work with current city processes. 64. The city states a full launch in November If available earlier, would the city consider launching sooner? ANS: These dates are tentative and are subject to modification as we move through this implementation. 65. Would the city consider using a built in call center managed by the CRM company? Our intent is to move the customer service experience closer to the city management. 66. With respect to the Integration Requirements (pages 11-12), does the city want this done by the contractor or just make sure that the capability is there for the city to handle this on its own? ANS: The City is looking for the vendor to provide this integration and to transfer knowledge to city staff so that future integration task can be performed by city staff. 67. What is the contract type and duration for this solicitation? The city desires implementation and configuration to begin October 2011, a soft launch date of July 2012 and a hard launch of November 2012 but did not include a section that specified contract details. RFP (Addendum 2) 7

8 ANS: The contract is a fixed price contract to supply and implement a software package for Customer Relations Management System as described in the solicitation scope-of-work. 68. Is there a budget for this project? ANS: We do not provide this information. RFP (Addendum 2) 8

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