Customer Relationship Management Solution software (CRM)

Transcription

1 Ministry of Public Sector Development (MOPSD) Customer Relationship Management Solution software (CRM) Fiscal Reform Project II (FRP II) Request for Proposals No 17 Development Alternatives Inc. (DAI), a contractor of the United States Agency for International Development (USAID) and the prime implementing partner of the Fiscal Reform II Project (FRP II), is seeking proposals from software development firms for implementing a Customer Relationship Management (CRM) Solution for the Ministry of Public sector development. FRP II plans to award a fixed price contract for specific deliverables. Submittal Procedures In order to be considered for this assignment, interested bidders should review the scope of work in Appendix A and submit a proposal including the following documents: 1. Technical Proposal: The technical approach to include: a cover letter, the company profile, project implementation plan, key staff resumes i.e. project manager, business/system analyst, examples of three similar assignments, and details of the CRM software that is proposed by your firm. 2. Financial Proposal: offerors should provide separate financial proposals with detailed costs for each task in Jordanian Dinars. Kindly note that since FRP II is a USAID funded project, offers should exclude all governmental taxes. The proposal should include the firm s registration certificate and tax clearance letter. Submission of Proposals Proposals should be submitted by close of business (4:30pm) 30/12/2012. Four hard copies of the Technical Proposal (one original) should be submitted in a sealed envelope marked Technical Proposal, Company Name, Customer Relationship Management Solution software (CRM). In addition, one electronic copy of the proposal in PDF format must be sent via to JordanFRP2Proc@dai.com with subject line: Technical Proposal, Company Name, Customer Relationship Management Solution software (CRM). Hard copies of proposals should be delivered to FRP II offices, Mecca St., Abu Al Dahab Center, Noufan So oud Al Odwan St., Building # 22, 4 th floor. Tel no: / Deadline for questions from bidders: 1

2 Questions should be sent via only to and submitted no later than the 26/12/2012. All bidders will receive a copy of all the asked questions and answers. Other information Unsuccessful bidders shall be informed in writing of the outcome. The successful bidder shall enter into an agreement with DAI, the prime contractor of the USAID Fiscal Reform II Project. Legal Clauses & Measures This solicitation in no way obligates USAID/FRP II to award a contract, nor does it commit USAID/FRP II to pay for any costs incurred in the preparation or submission of the proposal in response hereto. FRP II reserves the right to conduct negotiations with offerors. FRP II will not consider any offeror who does not satisfactorily meet the requirements of this RFP, or any offeror who submits a proposal after the deadline Offers must be valid for 120 days from the closing date of submission. FRP II reserves the right to request an extension of the validity period of the proposal. Scope of Work (attached herewith as Appendix A) 1. Background The Ministry of public sector development seeks a new solution, Commercial of the shelf or Custom Developed solutions, to track and manage information related to its operations (complaints, suggestions, comments etc.) for the whole government entities. The project complies with the priorities of the Innovation and Excellence Fund as it aims to improve service for citizens, by receiving and processing their feedback. A full description of the current environment at the Ministry of public sector development and a description of the required CRM system is available in Appendix A. 2. Deliverables 1. Project Work Plan: to include final schedule to accomplish activities outlined in paragraph number 2 in this section and in the Statement of Work. This work plan will be due 15 working days after the project has been awarded and will be validated by FRP II IT team and MOPSD IT Director, The plan must also include: 1) The program management tool to be used and the anticipated implementation process and extent of facilitation and training necessary for MOPSD staff. 2) Project schedule, by item and start and end dates 3) Work breakdown structure for all activities 2

3 The plan produced by the Bidders must describe the proposed approach to installation and acceptance testing that will ensure the quality of the deliverables and will provide the MOPSD with regular opportunities to review and confirm acceptance of project components. Moreover, bidders must describe their approach to taking all possible precautions to protect any running component in the data center production environment. 2. Requirements, described in detail in Appendix A: 1) User Management module 2) Roles Management module 3) Metadata Management module 4) FAQs module 5) Case Submission module 6) Case Tracking & Notifications module 7) Case Processing and Workflow module 8) Fully bilingual solution with LTR RTL switching capabilities 9) Solution documentation for all major phases 3. Final Acceptance report 3. Technical Proposal The technical proposal should include the following: a. Technical Approach The technical approach to include: 1. A cover letter 2. The company profile 3. A project implementation plan reflecting the duration of each phase 4. Key staff resumes i.e. project manager, business analyst, and system analyst 5. Approach/technology designed to implement the software 6. Examples of three similar assignments. 7. Software integration and technology CRM development details of the CRM software that is proposed by your firm. b. References Please include a list of at least three former or current clients for whom similar work has been done, together with their addresses, telephone numbers and s. 4. Financial Proposal Components a. Cover Letter A one-page cover letter should identify the response as Response to the Request for Proposal for Ministry of Public sector development, CRM. It should also include the name, mailing address, telephone number, address and other relevant contact information of the offeror. 3

4 b. Introduction Provide a brief overview of the assignment as understood by the offeror and a brief statement of offeror s overall pricing approach. This must be submitted in Excel. Please note that offer should exclude all governmental taxes, as the USAID Fiscal Reform II Project is exempt. c. Priced Deliverables Offerors must enter their prices for all specified deliverables. Prices shall include all labor, other direct costs (materials, etc.) and overhead. This must be submitted in Excel sheet. Description of deliverables 1. Project Work Plan 2. Deliverables as per requirements described in Appendix A, Total number of concurrent users will be Final Acceptance report Duration for completion in weeks Price in JOD TOTAL In Weeks In JOD Please note that the financial Proposal should exclude all government taxes, as USAID Fiscal Reform Project II is exempt. d. Registration Offerors must submit a copy of their company s registration with the Government of Jordan. e. Tax Clearance Offerors must submit evidence from the Income and Sales Tax Department of their tax clearance. 5. Evaluation The procedure for evaluating Proposals will be as follows: i) The technical proposal will be first evaluated Only those Offerors who attain 70 points of the obtainable scores of the 100 points in the evaluation of the technical proposal will have their financial proposal envelope opened. ii) The successful financial proposal will receive a weighting of 50% while the technical evaluation will receive 50%. 4

5 iii) The company with the highest combined technical and financial scoring will be awarded the contract. The obtainable number of points specified for each evaluation criterion indicates the relative significance or weight of the item in the overall evaluation process. EVALUATION CRITERIA OF TECHNICAL PROPOSAL Technical Proposal Evaluation Form Points Company Obtainable A B C D E TECHNICAL COMPONENT: The obtainable number of points specified for each evaluation criterion indicates the relative significance or weight of the item in the overall evaluation process. 1. Technical Approach [ 30 points] 1.1 Company profile Approach designed to implement the Software 1.3 Project management implementation plan to be submitted including the time frame for implementation. 2. Software integration and technology[ 30 points] 2.1 The suggested solution should be based on technology that is already available at MOPSD, and support windows platform and Oracle / SQL server database technologies 2.2 The solution must be able to providing integration capabilities with current MOPSD solutions (Archiving, workflow) and as needed. 3. Past Experience [ 30 points] 3.1 Experience in CRM solution software industry. Details of the proposed solution to be submitted. Indicate if readymade or to be customized. Background experience on relevant work from the past experience. Three references of past development including a portfolio demonstrating the work

6 4. Personnel [ 10 points] 4.1 CVs for System Analyst, business analyst 10 and project manager, with minimum of 4-5 years of experience in CRM software development. TOTAL 100 Appendix A: Scope of work & System Specifications 1.1. Complaints management Unit (CMU) Solution Proposed outsourcer activities In order to develop and launch the Complain Management Unit, the vendor is required to perform the activities mentioned below and any additional related activities needed for the proper functioning of the system within eight months (240 days) from the date of the order to proceed. If delivery of the following activities exceeds the eight months, penalties will be applied on the outsourcer according to item (in the sample Arabic Agreement in annex). The cost of delivering the following activities shall be included in the fixed lump sum price for this item in the Contract: Gather business requirement of the future Complaints Management Unit solution, please refer to annex A for a high level view of the process. Develop a prototype for the proposed system including user interfaces Design, develop, implement, deploy (install, test, and launch) and rollout the developed system at National Information and Technology Center (NITC).. Develop migration plan ensuring high-level protection of all available data Prepare, present and execute plan of training on the deployed solution for identified users: system users, technical staff and administrators. Provide support and maintenance for the future CMU solution according to the Support Policies and Procedures enclosed under Annex (B) for 12 months as of the date of the preliminary acceptance. To review the current used system with the CMU staff for the purposes of benefiting from the current experience in the development of the new system System Features: 6

7 In addition to the features of the current CMU system, the outsourcer must provide the following features to the Complaint Management Unit solution: 1. All screens of ticket list must be sorted by default by oldest date. 2. If the calling customer is a Citizen, his/her personal information must be filled automatically upon filling the National number. This will require integrating with Civil Status and Passport Department (CSPD) through ESB. Non-citizen callers must provide document type and number (Passport etc.). 3. Dates regarding complain occurrences or previous filing must be recorded for either exact date (Day/Month/Year) or approximate date (Month\Year). 4. All drop down list boxes should have search filtering feature by which only the matching selections appear in the list upon typing the characters in the box 5. Complain classification must be customizable for each entity; a standard classification is default for entities that doesn t have any special classification. 6. All displayed lists should have Print features including lists that result from a search. 7. Allow change of notes and taken actions as long as tickets are not closed. Once closed change should not be allowed. 8. Allow reopening of the ticket. 9. Add auditing feature: a. System randomly picked certain number of records and within certain periods, the number and period must be variable and can be changed by admin. b. Audit form provide facility for auditors to fill a questionnaire and to add notes, c. System must record and display the auditor name, date and time of audit. 10. The system must record date and time of each change for tickets as well as the user ID of the person who made that change and display to all users screens. 11. Old records shall be saved in a history log and not deleted post any manual or default change. 12. The system must at all-time display the name of NCC agent who originally opened a ticket. 13. The system must include Time counter that record and display time for each stage and the time should only be considered within working days (excluding holidays and weekends): a. Time until the ticket is opened by Liaison officer for the first time b. Time until the ticket is started processing by Liaison officer c. Time until the tickets solving period is extended by Liaison officer after time indicated the first time elapses d. Time until the ticket is initially closed by Liaison officer after extended time elapses 7

8 e. Time until the ticket is finally closed by NCC agent after contacting the customer 14. The system must either provide a dynamic reporting tool or facility to import data for statistical analysis purposes (excel, text, etc) 15. The system must not allow multi session login (must not allow same user ID to have two open sessions at the same time). 16. The system must store the phone number that the caller is calling from automatically in addition to a facility to add another phone number where customer can be reached at, also the system need to provide integration capabilities with CTI (Computer Telephony Integration). 17. The system must allow uploading multiple file prior to saving the ticket. 18. The system must enable user to initiate an message containing certain information in the ticket to others by typing address. 19. The system must provide facility to query list of tickets by selecting from all available parameters in the ticket form and all list results must be printable. 20. User privileges for read\write\search and delete should be determined by system admin. Account management facility. 21. All deleted items must be physically stored in the database but hidden from the end user. 22. Clear and short instruction must be added near Important fields or boxes on the ticket 23. Administrator must have ability to hide any ticket at any time on the system 24. Screens of tickets must be showed on three columns or table ( new processing closed ) 25. Tickets must be contains list of directorates and section of the governmental entity and this list should be editable for the administrator 26. All of the lists on the system must be editable such as : governmental entities and any other possible lists For the purposes of clarification, some of the previous features mentioned above are already exist in the current systems which are: Deliverables The outsourcer is required to provide the deliverables mentioned below, and any other related deliverables needed for the proper development and lunching of the Complain Management Unit within eight months, (240) days from the date of the order to proceed. Its cost shall be included in the fixed lump sum price for this item in the Contract: 1. Provide software Requirement Specification (SRS) and Software Design Specification (SDS) of the proposed solution, after one month, (30) days from providing the CMU requirements. 8

9 2. Provide a prototype for the proposed system including user interfaces. 3. Provide policies, procedures and internal controls for all activities involved in services delivery 4. Provide a test plan, test cases and User acceptance test plan; this should be delivered one month before the testing and provide practical training for CMU team To be able to train Liaison officers at the governmental entities 5. Provide training material for system users, technical staff and administrators. This should be delivered before the testing. 6. Provide end-user manuals (in Arabic), this should be delivered after the acceptance and before the rollout 7. Provide system technical documentation (covering use cases and use case diagrams, detailed requirements, architecture, data model, algorithms, protocols, functionality of modules, quality-related documentation and artifacts, etc.) (In English). This should be delivered after two months from confirming the specifications 8. Provide the Solution source code. Before the rollout. 9. Provide System manuals (covering software installation, configuration, maintenance, backup, recovery, optimization etc.) (In English).Before the acceptance Technical Proposal Requirements The outsourcer is required to provide the following information in his technical proposal in relation to the Complain Management Solution delivery: System Implementation o Describe the future CMU solution and its features as well as a list of the recommended hardware and license required to implement it. In addition, the technical proposal must include a detailed project plan and the implementation plan, within one month (30 days) from providing the Software Requirement Specification (SRS) and Software Design Specification (SDS).. o Provide a high level design of the solution, describing: - System architecture, functions and interactions of all the components - Network architecture and connectivity o Describe logical n-tier architecture for the solution (according to egaf Standards) taking into consideration the fact that CMU delivery system will be hosted at NITC premises and shared services (like portal, SMS gateway) are hosted by e-government Operations Center. o Describe solutions to meet requirement of multi-channel access and delivery of e-services (the Outsourcer will be provided with the relevant documentation describing the integration with the available access and delivery channels) o Describe approach to developing the prototype of the system 9

10 o Describe approach and methodology for integrating the solution with shared e-government infrastructure components (like egaf building blocks such Government portal, Notification gateway, etc) through ESB. o Provide the list of deliverables for the System Implementation. o Describe outsourcer s qualifications in Applications Development System Performance o Describe approach to functional and technical system testing o Describe testing strategy, highlight testing techniques and approach to setting up the test environment o Develop approach to development of performance management processes and Key Performance Indicators o Describe outsourcer s qualifications in System Performance activities o Provide the list of deliverables for the System Performance. System Documentation o Describe approach and methodology for developing the required documentation o Describe experience in user documentation development (provide samples) o Describe Outsourcer s qualifications in System Documentation development 2. ANNEXES ANNEX A: HIGH LEVEL DESCRIPTION OF THE COMPLAINT PROCESS 1. NCC agent receive a call from a government customer 2. NCC agent fill out a ticket form 3. NCC agent determines the concerned entity forward the call (submit\save) a. SMS \ is sent to Entity Liaison and CMU officer b. SMS\ notification is sent to customer with Complain number, for customers who don t have mobile, the NCC agent will provide the complain by phone to the customer 4. Ticket status automatically changes to New, Time Status is On Time 5. Entity Liaison checks the system within 48 hours from receiving the SMS notification 6. Entity Liaison opens ticket within 48 hours a. No, An notification is sent to CMU Officer and the Entity Liaison i. Opened within 48 hours 1. No, an notification is sent to CMU officer and Entity Liaison. Time Status will be Late once a. Open within 48 hours 11

11 i. No, an notification is sent to CMU officer, Entity Liaison, and his manager. Time Status will be Late Twice 1. Open within 48 hours a. No, an notification is sent to CMU officer, Entity Liaison, his manager and Top management in the entity. Time Status will be Late Thrice SMS is sent to customer to apologize for the delay b. Yes, Time Status Belated Open Thrice go to step 7 ii. Yes, Time Status Belated Open Twice go to step 7 2. Yes, Time Status Belated Open Once go to step 7 b. Yes, go to step 7 7. Entity Liaison logs to the system and opens new tickets 8. Ticket status automatically changes to Open 9. Entity liaison determines if complain is within entity specialty. a. No, i. The liaison forward the ticket to CMU officer stating the reason, the reason must be write on certain box on the ticket ii. notification is sent to CMU iii. Status is automatically changed to Transferred iv. CMU officer determines the correct entity v. CMU forward it to the correct entity vi. SMS\ notification is sent to entity liaison vii. Go to step 4 b. Yes, go to step Entity Liaison determines the time needed to process the ticket (mandatory) and the concerned directory or department (optional) 11. Entity Liaison process the ticket [Internal Process] 12. Ticket status changes to Processing 13. Complain is processed on time a. No, A notification is sent to CMU Officer and Entity Liaison to extend i. Extended within 48 hours 1. No, Send notification to CMU and Entity Liaison. Time Status Late for Extension Once a. Extended within 48 hours i. No, Send notification to CMU, Liaison, manager. Time Status Late for Extension Twice. 1. Extended within 48 hours 11

12 a. No, Send notification to CMU, Entity Liaison, manager, and top management. Time Status Late for Extension Thrice. b. Yes, Time status is changed to Belated Extension Thrice. Go to step 14 ii. Yes, Time status is changed to Belated Extension twice. Go to step Yes, Time status is changed to Belated Extension Once. Go to step 14. b. Yes, go to step Insert action and notes a. No, A notification is sent to CMU Officer and Entity Liaison to close i. Closed within 48 hours 1. No, Send notification to CMU and Entity Liaison. Time Status Late for Closure Once a. Closed within 48 hours i. No, Send notification to CMU, Liaison, manager. Time Status Late for Closure Twice. 1. Extended within 48 hours a. No, Send notification to CMU, Entity Liaison, manager, and top management. Time Status Late for Closure Thrice. b. Yes, Time status is changed to Belated Closure Thrice. Go to step 15 12

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14 ANNEX (B): SUPPORT PROCEDURES AND POLICIES FOR CMU The vendor is required to comply with the following: 1. Support Requirements defined under Support Requirement item. 2. Severity Levels defined below. 3. Response /Resolution Times and Reporting Procedures defined in Response, Resolution, times for different severity levels table below. 4. Escalation Procedures and Penalties defined in the Penalties Table below Support Requirements: The outsourcer is required to provide the following: 1. Assign a contact person/account manager to be responsible of this contract. 2. Assign a hot line number to be used for reporting severity 1 incidents. 3. Use a ticketing system that records all incidents reported by MOICT or CMU, that can be accessed by MOICT or CMU and generate reports of various MOICT or CMU incidents. 4. Issue a service report after each site visit, to register reported incident, root cause, and followed procedures to solve issue. 5. Prepare a maintenance log sheet to be signed by the outsourcer support engineer, and a representative engineer from Ops center. Severity Levels: Severity One (Urgent) A severity one (1) issue is a catastrophic production problem which may severely impact the CMU solution availability, In such case, part or all CMU components are down or not functioning; loss of production data and no procedural work around exists. Examples of Severity one cases: DB becoming corrupted or inaccessible, or web portal becoming unavailable to portal users. Severity Two (High) A severity two (2) issue is a problem where the CMU Solution is functioning but in a severely reduced capacity. The situation is causing significant impact to portions of 14

15 CMU business operations and productivity. The system is exposed to potential loss or interruption of service. Example of Severity two cases: one node of cluster becomes down or unavailable, inability to update DB by entities representatives or CMU administrators, inability to synchronize data between DB nodes, inability to add/ publish new services or dynamic links, Severity Three (Medium) A severity three (3) issue is a medium-to-low impact problem which involves partial non-critical functionality loss one which impairs some operations but allows the CMU solution users/administrators to continue to function. This may be a minor issue with limited loss or no loss of functionality or impact to the client's operation and issues in which there is an easy circumvention or avoidance by the end user. Severity Four (Low) Important problem but it can wait no loss of functionality or impact to the client's operation and issues in which there is an easy circumvention or avoidance by the end user. Table 1.1: Response, Resolution, times for different severity levels Severity Response Time Resolution Time 1 1 hour 4 hours. 2 3 hours 24 hours 3 4 hours 72 hours 4 8 hours One week Where: Response Time: Is the time taken to acknowledge receiving of reported incident calculated from the time of sending an explaining the incident, opening a 15

16 ticket on outsourcer ticketing system, or conducting a phone call with the assigned support engineer by the outsourcer or outsourcer s first line of support. Resolution Time: Is the time taken to solve the reported incident completely. Resolution Time is calculated from the end of the defined response time for each severity level as shown in the above table. ESCALATION Procedure and Penalties: For incidents classified as Severity Level 1, 2, 3 & 4, if outsourcer: 1. Passed the Response Time: first level of escalation will be applied by notifying outsourcer s Technical Support Manager, and assigned contact person. 2. Passed the Resolution Time: MOICT is entitled to fix the problem and to apply penalty on the outsourcer in accordance with the following criteria in the below table and all costs incurred by MOICT for fixing will be charged to the outsourcer. However in all cases the maximum total penalties that the outsourcer shall be charged shall be 15% of the contract value. Table 4.2: Penalties Severity Definition 1 Must be done, essential to business survival. Business can t continue 2 Should be done, near essential to business survival. 3 Could be done, high benefit to business if time and resources are available. Penalty A penalty of 10 J.D. shall be applied for each hour pass the resolution time. This penalty shall continue for the first 24 hours (10). If delay continues, then the penalty of 50 J.D. per day shall be applied and for the maximum duration of 3 days; after that, 3 rd party will be called to fix the problem. A penalty of 50 J.D. shall be applied for each day pass the resolution time. This penalty will be applied for the maximum duration of 4 days; after that, 3 rd party will be called to fix the problem. A penalty of 25 J.D. shall be applied for each day pass the resolution time. This penalty will be applied for the maximum duration of 5 days; after that, 3 rd party will be called to fix the problem. 16

17 4 Important problem but can wait A penalty of 25 J.D. shall be applied for each day pass the resolution time. This penalty will be applied for the maximum duration of 10 days; after that, 3 rd party will be called to fix the problem. 17