1 Procurement Services 450 Cowie Hill Rd., PO Box 8388, RPO CSC Halifax, NS B3K 5M1 Telephone: (902) REQUEST FOR PROPOSAL #P Interim Customer Relationship (CRM) Software Sealed proposals submitted in a plain envelope marked: RFP# P Addressed to: Michelle Comeau Procurement Supervisor Halifax Water 450 Cowie Hill Road Halifax, NS B3P 2V3 Will be received until 2:00 p.m. Atlantic Time, Thursday, July 23, 2015 for the above RFP as per the specifications and terms and conditions. Check for changes to this request Before submitting your proposal, visit the Provincial Government Web Portal at or contact our office to see if any Addenda detailing changes have been issued on this RFP. Changes may be posted up until the RFP closing time. It is the bidders responsibility to acknowledge and take into account all Addenda. Bidders shall be solely responsible for the delivery of their proposals in the manner and time prescribed. Proposals received after the date and time specified shall be rejected. Electronic and facsimile proposals are not accepted. The lowest or any submission will not necessarily be accepted. RFP Issue Date June 29, 2015
2 Page 2 of 29 PROPONENT S SUBMISSION SHEET The undersigned hereby acknowledges that he/she, as an officer of the stated corporation, has read and understands the specifications, requirements, and proposed agreement regarding Interim Customer Relationship (CRM) Software to Halifax Water. He/she further acknowledges that the seller s proposed product, equipment, materials, and services fully meet or exceed those as specified in Halifax Water s Proposal. Additionally, the Proponent agrees that all its bid documents and responses to the aforementioned Proposal will, at the option of Halifax Water, become a legally binding and essential portion of the final contract between the successful Proponent and Halifax Water. The following information must be completed to ensure acceptance. *ADDENDA No. to INCLUSIVE WERE CAREFULLY EXAMINED. DATED THIS DAY OF, 2015 PROPONENT S COMPANY NAME: ADDRESS: CITY/ PROVINCE: POSTAL CODE: PHONE NO.: FAX NO.: ADDRESS: WEBSITE: CONTACT NAME (please print): TITLE (please print): PHONE NO.: AUTHORIZED SIGNATURE: HST REGISTRATION NO: WCB COVERAGE: YES NO * The proponent shall list and initial all addenda received during the period to submit quotations and taken into account in preparing the quotation. A signed copy of each Addendum must be included with the bid submission. HALIFAX WATER RESERVES THE RIGHT TO REJECT ANY OR ALL SUBMISSIONS THE LOWEST OR ANY SUBMISSION WILL NOT NECESSARLIY BE ACCEPTED. This Proposal will adhere to Halifax Water s Standard Terms & Conditions. They can be found on our website at
3 Page 3 of 29 TABLE OF CONTENTS 1.0 INTRODUCTION BACKGROUND Background Information Pre-Proposal Conference SCOPE OF WORK Software Requirements Must Have Requirements Should Have Requirements Additional Components and Features Software Structure Software Delivery Costs Demonstration Selection Criteria VENDOR ACTIVITIES AND DELIVERABLES Project Administration / INFORMATION FOR PROPONENTS Proposal Submission Technical Proposal General Project Understanding and Implementation Plan Company Experience and Project Team Qualifications Project and Quality Control Confidentiality Insurance Proponent s Submission Sheet Assumptions Financial Proposal One Response Address for Submission Hard Copies Official Date and Time of Receipt Revision of Request for Proposals Request for Clarification Period of Submission Validity Proposal Evaluation Selection Process Award PROJECT ADMINISTRATION Payment GENERAL INFORMATION Proponent Responsible for Proposal / No Reliance on Halifax Water Rights of Halifax Water No Liability... 24
5 Page 5 of INTRODUCTION The Halifax Regional Water Commission (Halifax Water) is soliciting proposals for an interim customer relationship management (CRM) software package to be used by the Halifax Water Customer Service department. 2.0 BACKGROUND 2.1 Background Information Halifax Water requires an interim CRM software package to be the main customer service application used for customer contacts. This package should include functionality covering customer and account management, case management, and service request management. Halifax Water currently uses a variety of sources and systems to manage customer information. Currently Water service calls are managed by the Halifax Water contact centre and wastewater/stormwater (WWSW) calls are managed by the Halifax Regional Municipality (HRM) 311 contact centre. In the near future all Water and WWSW calls will be managed by the Halifax Water contact centre. The Halifax Water contact centre currently consists of individuals to manage current contact volumes. Halifax Water does not currently have a unified CRM system and is seeking proposals for a solution to help the contact centre transition to the additional contact volume and process breadth. It is important to note that Halifax Water is committed to the Halifax Regional Municipality (HRM) CRM initiative. However, until HRM completes this initiative, Halifax Water will require an interim solution. 2.2 Pre-Proposal Conference There will be no pre-proposal conference associated with this Request for Proposal. Each vendor must completely satisfy themselves as to the exact nature and existing conditions of the requirements and for the extent and quality of work to be performed. Failure to do so will not relieve the successful proponent of their obligation to carry out the provisions of the contract. 3.0 SCOPE OF WORK Halifax Water requests proposals from software vendors to supply an interim CRM software system that at a minimum provide the following capabilities:
6 Page 6 of Software Requirements Must Have Requirements The following requirements are considered mandatory for the interim CRM solution. Requirement Detail Category Undo Print Export Create a new customer Customer type Update customer information Customer status View a customer Search for a customer Must have the ability to undo an edit in the system prior to commit or save, e.g. typing, selection. Must have the ability to have secure print friendly versions of common objects like customer, account, invoice, statement, work order, TRO, and case available for user printing. Must have the ability to export lists generated from searches to other formats, e.g..csv, Excel. Must have the ability to create a new customer record and Must have the ability to auto-create a unique identifier for each customer. Must have the ability to differentiate customer types, i.e. residential, business. Must have the ability to update specific customer record information. Must have the ability to set customer status (e.g. active, inactive, red-flagged) Must have the ability to view a customer record based on roles and permissions. Must have the ability to search for a customer record by customer name, address, phone number, customer ID, and account ID. General General General Customer Customer Customer Customer Customer Customer Functions requiring integration with Cityworks Includes presenting a list of search results with sort and filter options, selection of a single item, and presentation of the item s detail. Must have the ability to integrate with Cityworks to get/provide customer related information. Customer
7 Page 7 of 29 Create a new account Update account information Must have the ability to create a new account related to a customer. Must have the ability to update account information. Account Account Set account status Must have the ability to set account status (e.g. active, inactive). Account View an account Must have the ability to view an account. Account Search for an account Must have the ability to search for an account record by customer name, address, phone number, customer ID, and account ID. Account Account Functions requiring integration with Cityworks Create a new interaction (manual) Update interaction information View all interactions for a customer View an interaction record Search for an interaction Includes presenting a list of search results with sort and filter options, selection of a single item, and presentation of the item s detail. Must have the ability to integrate with Cityworks to get/provide account related information. Must have the ability for a system user to manually create a new interaction record. Must have the ability to manually edit an existing interaction record. Must have the ability to view all interactions for a customer and sort and filter them by date range, type, user, etc. Must have the ability to view an interaction record. Must have the ability to search for an interaction record by customer, account, premise, and meter(maybe) Account Interaction History Interaction History Interaction History Interaction History Interaction History Close a service request Must have the ability to close an open service request. Service Request Search for a service request Must have the ability to search for a pending service request by date range, customer name, customer number, account number, phone number, billing address, service address, work centre, service request ID, and technician name/id. Service Request
8 Page 8 of 29 Includes presenting a list of search results with sort and filter options, selection of a single item, and presentation of the item s detail. Service Request functions requiring integration with Cityworks Must have the ability to: Get Service Request(s) Close Service Request Service Request Account balance Must have the ability to view a customer s account balance. Billing Billing functions requiring integration with SAP Create an alert Must have the ability to: Get Account Balance Must have the ability to manually create a short alert for the user to see valuable information (e.g. a known issue). and Must have the ability to embed hyperlinks in the alert content. Billing Alerts Update an alert Must have the ability to update an existing alert. Alerts Enable an alert Must have the ability to turn an alert on. Alerts Disable an alert Must have the ability to turn an alert off. Alerts View an alert Must have the ability to view an alert. Alerts View a list of alerts Must have the ability to view a list of alerts (e.g. table, banner, ticker) Alerts Canned reports Must have the ability to produce canned reports. Reporting Ad hoc reports Report Export Logging Must have the ability to produce ad hoc reports based on sorting and filtering data available in the system. Must have the ability to export reports to other file formats, e.g..csv,.xlsx, other. Must have the ability to track all creates/updates/views/deletes a user makes in the system (i.e. to a customer s account). and Must have the ability for an Administrator to view the activity Reporting Reporting Reporting
9 Page 9 of 29 Add user Update user View user log. Must have the ability to add a new user for the system including assigning groups, roles, and permissions. Must have the ability to update user information including groups, roles, and permissions. Must have the ability to view a user including groups, roles, and permissions. User User User Enable user Must have the ability to enable a user s system access. User Disable user Must have the ability to disable a user s system access. User Search for user Must have the ability to search for a user by name, ID, other. User Remove user Must have the ability to remove a user. User Create permissions Update permissions Administer user permissions Must have the ability to create permissions at the process, screen, component, function, and data field levels. Must have the ability to update permissions at the process, screen, component, function, and data field levels. Must have the ability to administer user permissions, e.g. read, write, etc. to roles. For example roles will differ in the constraints on what they can see and do. User User User Create roles Must have the ability to create user roles for security purposes. User Update roles Must have the ability to update roles. User Administer user roles Must have the ability to administer user roles. User Security Administration Must have the ability to create and administer users, groups, roles, and permissions, e.g. permissions can be assigned to roles; roles can be assigned to users, or similar methodology. User Freedom of Must be FOIPOP compliant (technically and functionally) User
10 Page 10 of 29 Information Privacy Must be PIPEDA compliant (technically and functionally) User Reliability Must support a target uptime of 99.6%. Non-Functional Privacy Must adhere to PIPEDA standards. Non-Functional Training Documentation Application Hosting Authentication integration SAP application integration Cityworks application integration Must provide training for application users, administrators, and support personnel. Must provide documentation including user and administrator manuals. Must be able to host and run the application software locally on the HRWC site. Must be able to integrate with Active Directory, enabling single sign-on. Must be able to integrate with SAP. Must be able to integrate with Cityworks. Non-Functional Non-Functional Technical Technical Technical Technical Supported devices Must be able support desktop and laptop devices. Technical Should Have Requirements The following requirements are considered highly preferred but not mandatory for the interim CRM solution. Requirement Detail Category Redo Text editing Copy/Cut and Paste notifications Should have the ability to redo an edit in the system that had been undone, e.g. typing, selection. Should have the ability to use rich text editing (e.g. bold, italics, underline, different fonts and font sizes, etc.) Should have the ability to copy or cut and paste text content from inside or outside the interim CRM application. Should have the ability to configure the system to compose and deliver notifications upon satisfaction of business rules. General General General General
11 Page 11 of 29 Application notifications Error handling Process pause and restart Process cancel Address - Postal Code population Configuration to prepopulate fields and selection lists Should have the ability to configure the system to compose and deliver notifications of pending work in a user s or general queue. Should have the ability for the system to generate and log error messages and deliver notification when business rules are broken (user error) or processes break down (system error). Should have the ability for the user to pause a process (for a configurable defined period of time) that has been partially completed and restart it at a later time without losing the session data. Should have the ability for the user to cancel a partially completed process and the system will back out all information changes prior to process commit or save Should have the ability to auto-populate postal codes from a read only data set provided by Canada Post when the user is populating a new address or changing an existing address. Should have the ability for an Administrator to configure a field or list control to prepopulate during end user interaction. General General General General General General Data protection The field/list may be pre-populated by the administrator manually entering explicit data, or variable data auto-retrieved from a source (e.g. get function from SAP or Cityworks), or derived data based on business rules (e.g. date picker defaulted to today s date plus 5 business days). Should have the ability for an administrator to restrict data fields from editing and from editing after a state change, e.g. a start date may not be altered after it is committed. General Archive a customer Should have the ability to archive a customer record. Customer Avoid customer duplication Relate customers Should have the ability to alert the user that the customer may already exist in the systems (SAP, Cityworks, etc.). Should have the ability to relate associated customer records through a master customer ID. and Should have the ability to present an aggregate display of Customer Customer
12 Page 12 of 29 Customer flags Customer Password related customer records. Should have the ability to flag customer records as requiring supervisor interaction. Should have the ability to offer the customer the opportunity to designate a security password that must be provided to discuss their accounts. Customer Customer Customer functions requiring integration with SAP Should have the ability to: Create Customer Get Customer Update Customer (e.g. information, status, flag) Avoid Customer duplication Customer Archive an account Should have the ability to archive an account record. Account Account functions requiring integration with SAP Create a new interaction (system generated) Recorded interaction Create standard utility service requests Update service request Should have the ability to: Create Account Get Account Update Account Avoid Account duplication Should have the ability for the system to create an automated interaction record based on business rules. Should have the ability to relate the call recording to the interaction note for the call. Should have the ability to create and manage service requests for the following standard water utility processes: 1. Move-in, 2. move-out, 3. disconnection, 4. reconnection, 5. install new meter, 6. remove meter, 7. re-install meter, 8. check read, 9. locates, 10. troubles Should have the ability to update the information on an open service request. Account Interaction History Interaction History Service Request Service Request
13 Page 13 of 29 Cancel a service request View a service request Link a service request Service Request functions requiring integration with Cityworks Reporting Interface HRWC branding Should have the ability to cancel an open service request. Should have the ability to view an open or closed service request. and Should have the ability to view work progress on an open or closed service request. Should have the ability to link a new service request to an existing one that was previously closed Should have the ability to: Create Service Request Update Service Request Cancel Service Request Link Service Request Should have the ability to integrate with common reporting platforms, i.e. Crystal Reports. Should have the ability to configure aspects of the application with HRWC branding including adding a logo, change colours, etc. Service Request Service Request Service Request Service Request Reporting Non-Functional Additional Components and Features The vendor is invited to provide information on additional software features and components available with the vendor s interim CRM solution that may be of interest to Halifax Water to support the Customer Service organization. 3.2 Software Structure Software may be structured as a single package or in modules. If the software is structured in modules, vendor proposals must include sufficient modules to cover all requirements. Pricing should be for the single overall package or for the appropriate modules required, as the case may be. Any pricing discounts for purchase of module packages as compared to individual module pricing must be specified. Halifax Water may decide to purchase some or all modules for present or future use, depending on capabilities and pricing.
14 Page 14 of Software Delivery Halifax Water requires a stand-alone package installed on our local network. Complete information on software maintenance and upgrade processes must be supplied. Costs and requirements or options for the hardware, operating system(s), network or other aspects must be specified. Halifax Water will evaluate, and may accept or reject, any or all proposed options. 3.4 Costs In addition to software pricing, vendors must provide any additional costs, such as installation, configuration, maintenance and training. Costs provided must include both up-front purchase pricing, as well as any annual ongoing fees if applicable. 3.5 Demonstration Vendors must be prepared to provide a demonstration of the proposed software on request, either in the form of online presentations, and/or provision of access to demonstration versions of the software. 3.6 Selection Criteria The following specific selection criteria will be used to aid Halifax Water in making a selection of software and vendor: Time in business Experience with similar applications (e.g. water and wastewater/stormwater utilities) Flexible - (ability to configure and make changes to the software) Modular approach (if applicable) Availability of technical support Availability of documentation (i.e. user, administrator, and installation guides) Provision of training in use of the software Demo available Cost Ability to meet implementation target date Ability to meet mandatory functional and technical requirements Vendors should provide full details on these aspects as part of their proposal.
15 Page 15 of VENDOR ACTIVITIES AND DELIVERABLES 4.1 Project Administration / The primary purpose of project administration / management is to keep the project within scope, budget, and on schedule and to ensure that appropriate quality control / quality assurance practices are used to provide the best product possible to Halifax Water. The anticipated timeframe for completion of this assignment is to have fully tested system in place by September 30, 2015, including software installation, configuration, user acceptance testing, and staff trained. Any anticipated departure from this timeframe should be explained. (a) Major consultant activities include: i. Confirm client requirements and objectives at project outset; ii. Manage scope, schedule, budget, and quality for the project; iii. Initiate meetings; iv. Maintain all project documentation; v. Identify & manage risks associated with the project; 5.0 INFORMATION FOR PROPONENTS 5.1 Proposal Submission The response to this RFP shall be submitted using the two-envelope system as follows: The technical proposal shall include five (5) bound copies of the proposal, one (1) marked ORIGINAL and four (4) marked COPY clearly labeled as TECHNICAL, cost information shall not be included in the Technical portion of the submission. The financial proposal shall be submitted in a separate, sealed envelope (one copy only) and clearly labeled FINANCIAL. The Original and Copies should be identical (excluding any obvious differences in labeling, as noted). If discrepancies between these items are discovered during the evaluation or during the life of any contract that emerges from this RFP, the Original retained by Procurement, shall be taken as the correct version and the Proponent will be advised accordingly Technical Proposal The Proposal shall include the following ( to inclusive) as a minimum; failure to do so may be cause for rejection of the proposal.
16 Page 16 of General Vendor shall provide the name of the firm, office address, telephone number and facsimile number Project Understanding and Implementation Plan The proposal shall include a section that clearly demonstrates the proponent understanding of the assignment and the deliverables requested. Note: Halifax Water does not want to see submissions that simply rewrite the content of this RFP. Proposals should include as a minimum: (a) The proponent understanding of the activities and deliverables quoted in the RFP and for the nature of the work required to meet the project objectives. (b) The proposed approach / methodology to be used to meet the project objectives and deliverables. (c) The proposed work program and schedule that identifies start and end times and key milestones. (d) A detailed breakdown of the total time each team member will be devoting to the tasks within the project - a Time Task matrix showing the breakdown of activities and associated resource hours (Note: NO cost information shall be shown in the Time-Task matrix submitted in the TECHNICAL proposal. Costs may only be shown in the FINANCIAL proposal). Failure to adhere to this requirement will be grounds for disqualification of the proposal Company Experience and Project Team Qualifications The proposal shall include information on the key project resources including: (a) Identification of a Project Manager and provide resume. (b) A list of all other project resources and resumes. (c) A project team organizational chart that identifies the lead resource for each component of the project. (d) A statement indicating the percentage (%) of time available for this assignment versus percentage (%) of time already committed on other assignments for each of the proposed project resources.
17 Page 17 of 29 (e) A minimum of three (3) reference projects including the dates the projects were completed, a description of the project scope, a contact person and phone number from the owner of the project, estimated and actual budgets, and a commentary on schedule adherence. Specific to this assignment, the project team for this assignment shall consist of personnel skilled and experienced in the following activities: Software installation and configuration. Training of client personnel in the provided software. The proposal must outline the resources to be used for this assignment, provide an explanation of the project resources direct experience with the skills noted above, and identify specific projects and dates in which these skills were demonstrated. Curriculum vitae / resumes for the identified project resources may be submitted as part of the attachments / appendices. In the event there would be a change in the personnel named and assigned to perform the services under the contract, the vendor shall be required to submit, for approval to Halifax Water, the credentials and resumes of the alternate personnel the vendor proposes to use in the performance of the contract. Substitutions of personnel from those identified in the response to the RFP must have like qualifications of the listed personnel. Changes must be submitted in writing by the proponent and approved in writing by Halifax Water Project and Quality Control The proposal shall include information to help Halifax Water determine the proponent s approach to managing projects and quality including: (a) Description of the quality assurance / control practices used by the proponent s firm (including the resource leading this aspect of the project) including how scope changes, impacts to the schedule, and how cost impacts will be managed on this project. (b) How the proponent will interact with Halifax Water staff to ensure that Halifax Water receives the product as requested to the level of quality necessary. (c) Description of communication protocols and progress reporting to be followed by the proponent.
18 Page 18 of Confidentiality Submit confidentiality statement (See Section 7.15) Insurance The consultant is to provide professional liability insurance covering the services described in the agreement and the insurance policy is to provide coverage for an amount not less than $1,000,000. The policy shall be continuous from the commencement of the services and continue for 12 months following completion of the services Proponent s Submission Sheet A complete acknowledgement, in the form set forth in the Proponent Submission Sheet, confirming that the Proponent acknowledges and agrees to all the conditions of participation in the RFP Assumptions The proponent shall clearly identify all assumptions made in the preparation of the proposal. Additionally, the proponent is encouraged to outline other work considered essential to the successful completion of this project that was not identified by Halifax Water in this RFP Financial Proposal Submit the Financial Proposal in a separate, sealed envelope, clearly marked FINANCIAL. The proponent shall submit a fee schedule for the major components of the assignment and the associated subtasks for each component. The cost proposal must clearly provide the following: (a) Total all inclusive cost for the project including billable expenses and identify this proposed Maximum Fee. (b) Prices are to be quoted in Canadian dollars; inclusive of duty, where applicable; exclusive of Harmonized Sales Tax (HST). (c) Price may not be the determining factor for award. Halifax Water may negotiate a final price with the selected consultant.
19 Page 19 of One Response Proponents may not submit more than one proposal Address for Submission The proposals shall be delivered in a sealed envelope marked P Request for Proposals ), not later than 2:00 pm, Thursday, July 23, 2015 to: Michelle Comeau Procurement Supervisor Halifax Water 450 Cowie Hill Road Halifax, NS B3P 2V3 Phone: (902) Fax: (902) Under no circumstance will proposals received after the Submission Closing Date and Time be accepted Hard Copies All proposals must be in hard copy form. No facsimile transmissions will be accepted. However, amendments to the original document will be accepted by facsimile (902) , if received before the Submission Closing Date and Time. Originals must be forwarded to Halifax Water so that they may be attached to the original hard copy for validity Official Date and Time of Receipt The date and time of receipt of a Proposal shall be the date and time indicated by Halifax Water s date and time stamped on the Proposal Revision of Request for Proposals Any changes or revisions to this RFP will be issued to all proponents in writing as a formal addendum to this RFP. Prior to the Submission Closing Date and Time, Halifax Water may modify any provision or part of the RFP at any time upon notice in writing to the proponents. Halifax Water will provide a reasonable time for the proponents to respond to such modifications including, without limitation, the opportunity to make any necessary revisions to their respective proposals.
20 Page 20 of Request for Clarification Any proponent who has questions as to the meaning or intent of any part of this RFP or of the project, or who believes this RFP contains an error, inconsistency or omission, should submit a request for clarification. All requests for clarification or inquiries concerning this RFP should be forwarded in writing by no later than one week prior to the Submission Closing Date, to the Halifax Water representative identified below: Paul Sehmbey Project Manager Halifax Water 450 Cowie Hill Road Halifax, NS B3P 2V3 Phone: (902) Fax: (902) Responses to all requests for clarification will be provided by Halifax Water in writing to all proponents. Halifax Water will assume no responsibility for oral instructions or suggestions. Halifax Water core hours of operation are Monday to Friday, 8:30 am to 4:30 pm Period of Submission Validity Proposals will be binding for ninety (90) Days: Unless otherwise specified, all formal proposals submitted shall be irrevocable for ninety (90) calendar days following proposal opening date, unless the proponent(s), upon request of Halifax Water, agrees to an extension. 5.2 Proposal Evaluation Proposals will be evaluated on the basis of all information provided by the Proponent. Each proposal will be reviewed to determine if the proposal is responsive to the submission requirements outlined in the RFP. Failure to comply with these requirements may deem the proposal non-responsive. In recognition of the importance of the procedure by which a proponent may be selected, the following criteria outline the primary considerations to be used in the evaluation and consequent awarding of this project (not in any order). Selection of a proposal will be based on the following criteria and any other relevant information provided by the proponent in the submission. Halifax Water reserves the right to prioritize and weigh the importance of each sub-criterion within the identified Technical criteria confidentially.