ADDENDUM #2 TO REQUEST FOR PROPOSALS NO CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM

Transcription

1 ADDENDUM #2 TO REQUEST FOR PROPOSALS NO CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM College of Southern Nevada Purchasing Department 3200 E. Cheyenne Avenue N. Las Vegas, Nevada (702) Date of Addendum: June 4, 2015 Date of RFP Release: May 6, 2015 Date and Hour of RFP Opening: June 19, 3:00P.M. Local Time THE FOLLOWING ADDITIONS, DELETIONS, AND/OR CHANGES SHALL BE MADE AND INCORPORATED IN THE SUBJECT INVITATION: The following questions were raised and are answered below: 1) Question: I would like to inquire, however about how many copies you wish submitted. On page 1, it says one original and 12 copies and on page 4 it states 1 original and 5 copies plus 1 copy on a thumb drive or CD. The correct number should be twelve (12) copies of your company s proposal and one (1) original. The RFP proposals will be evaluated by committees at CSN and TMCC and I will need to distribute proposals to each committee member. A copy of your proposal on thumb drive or CD is required. 2) Question: Is there an editable (MS Word) copy of the RFP for the CRM solution? If your company requires an editable version of the RFP one can be provided. Please rolando.mosqueda@csn.edu your request. The editable version of the RFP may only be Page 1 of 33

2 used to better organize your company s response, but you may not alter, edit, or change any of the language therein. 3) Question: How many licenses/users does the University need? The number of users at CSN at any one given time is unpredictable. Below is a breakdown of current staff and students all of whom may be potential users: Faculty: 503 (FT) & 923 (PT) Full Time Staff: 2730 (FT & PT) Students: 36,469 enrolled students in fall 2014 TMCC would prefer unlimited licenses if possible but the college anticipates approximately 100 concurrent users when all modules are fully implemented. 4) Question: Does the University have a timeline for when they would like to implement the system? CSN will take a phased in approach to implementation over the course of about two years. The first phase of implementation should include the prospect/inquiry/marketing, admissions process and the communication piece of the CRM. The target go live date for this piece of it is tentatively slated for December The second phase of implementation will include the student retention components of the CRM (e.g. early alert) and the online appointment system. The target go live date for phase two of the CRM is tentatively planned for December The third phase of implementation will include the alumni relations component of the CRM. The tentative go live date is July All elements of the scope of work as identified in this RFP should be fully functioning and all training should be completed no later than December TMCC would prefer coordination of timelines with CSN as much as possible. TMCC anticipates that some modules would be ready to deploy by Fall 2016 and college staff would be ready for implementation Fall ) Question: Section H, Question 8G: Are the computer kiosks required to be ADA compliant? Yes Page 2 of 33

3 6) Question: Will a physical keyboard be needed, or only a touchscreen for interaction for the kiosks? Keyboard and touchscreen will be required. 7) Question: How many administrative users will use the admissions and recruitment CRM solution? How many administrative users and faculty will use the early alert and retention CRM solution? Of those users, how many will primarily use the system to enter manual alerts, vs. those that will be advising students and have an interest to track the student success data? CSN Staff Users who will use the admissions & recruitment CRM: 50 full time staff members Staff Users who will use the Early-Alert: Faculty: 503 (FT) & 923 (PT) Students: 36,469 enrolled students in fall 2014 Staff users who will be tracking alerts: 75 Full Time Staff TMCC Information Technology will need two (2) administrative logins for integration and maintenance which may require different access rights. Academic Advisement office: 15 Academic Advisors (full-time, part-time, and peer advisors) who would need access to view student information/set appointments and 10 Administrative users who would set appointments with students. Admissions and Recruitment Admin Users: 10 for supervisors, 300 or more referring to actual users of the system. Early Alert and Retention :10 for supervisor, 1,000 for those entering manual alerts Tracking students is approximatley 100 Unlimited Users would be best so as TMCC grows, the college can let the system grow as well. 8) Question: On Page 1, it reads: Sealed Proposals, one (1) original and twelve (12) copies, subject to the terms, conditions and scope of services, herein stipulated and/or attached hereto, will be publically opened ( ) Also, in Section B Subsection 1 Preparation and Submission item g, it reads: The Proposer shall submit one (1) clearly labeled original and five (5) copies of their proposal, and one (1) copy on a thumb drive or compact disk (CD) of their proposal. Could you kindly clarify if we should comply with the first or second requirement. Page 3 of 33

4 The correct number should be twelve (12) copies of your company s proposal and one (1) original. The RFP proposals will be evaluated by committees at CSN and TMCC and I will need to distribute proposals to each committee member. A copy of your proposal on thumb drive or CD is required. 9) Question: For each institution, please describe how many independent groups on campus handle admissions e.g. do you have one centralized office for all admissions (Grad, UG, Continuing Ed, etc.), multiple admissions groups that work across campus locations, or multiple admissions groups that work across one campus location. Please describe each office, the population for which it is responsible, and whether or not that office would be included in the implementation. CSN Registrar (for most students) International Students Limited Entry Apprenticeship Dual Enrolled High School Partnerships Veterans No, we do not have one centralized office for admissions. TMCC TMCC is an open enrollment/admissions school. The college has specialized programs such as Nursing, Dental Hygiene, etc. Anyone can help the student with submitting an application. TMCC does not require High School Transcripts, ACT/SAT scores, etc. All processing of the general application goes through a centralized office. Specialized applications are done through the departments across different locations. Access Outreach and Recruitment. This entire group and a yet to be named/filled adult student recruiter. In regard to Access and Outreach Recruitment, TMCC currently has six professional staff members (1 College Recruiter, 1 Success First Coordinator, 1 Jacobs Presidential Scholars Program Manager, 1 Jump Start Dual Credit Coordinator, 1 GEAR UP Ambassador and Program Director) and 6 Student Ambassadors/Peer Recruiters working in varying capacities with prospective students which would utilize the CRM. If the college determines it need additional professional staff to focus on high school and/or adult recruitment then the need for additional CRM access will increase. Page 4 of 33

5 Institutional Research, Analysis and Effectiveness (President s office): 3. This office performs reporting (compliance and in support of policy/decision-making); enrollment analytics; dashboards and student success research 10) Question: Our company s product implementations focus on one population of students, such as first-time freshman, and result in the implementation of one intervention strategy that assesses students within that population in regards to their retention risk. Additional populations, with accompanying intervention strategies, can be included. Please describe the populations for which you would like to implement an intervention strategy for each of your institutions. CSN First Generation Students Low Income Students High School Students Re-entry Students (Non Traditional Students) Veteran Students Transfer Students Other Identified groups based upon collected demographics TMCC TMCC is a community college with a mission of, Truckee Meadows Community College promotes student success, academic excellence and access to lifelong learning by supporting high-quality education and services within our diverse community. TMCC has multiple market segments, including but not limited to: Dual Enrollment, Current High School Students, New Freshmen, Transfer, Untraditional Students, Military, Veterans, Adult Learners, Personal Interest, enrolled Students at University of Nevada Reno, Currently Enrolled TMCC students, Stop Outs, First Generation, Latino, Adults learners, etc. Learning communities, registration and special communications/reminders, and academic progress reviews will be necessary. 11) Question: On the cover page, the RFP states "Sealed proposals, one (1) original and twelve (12) copies, subject to the terms, conditions and scope of services, herein stipulated and/or attached hereto, will be publicly opened as stated above". Then, on Page 4, Section g, The RFP states "The Proposer shall submit one (1) clearly labeled original and five (5) copies of their proposal, and one (1) copy on a thumb drive or compact disk (CD) of their proposal." How many copies should we submit? Page 5 of 33

6 The correct number should be twelve (12) copies of your company s proposal and one (1) original. The RFP proposals will be evaluated by committees at CSN and TMCC and I will need to distribute proposals to each committee member. A copy of your proposal on thumb drive or CD is required. 12) Question: Are you requesting a single CRM to be used by College of Southern Nevada and Truckee Meadows Community College or, conversely, two CRM's with separate customizations and branding for each respective institution? Two separate CRM s with customized branding. 13) Question: How many completed applications (on average) does CSN receive yearly? Average of 60,500 annually (calendar year) 14) Question: How many completed applications (on average) does TMCC receive yearly? Below are figures for calendar years , , , , ,507 15) Question: How many authorized users do you anticipate will use the system (students, faculty, and staff) at CSN? The number of users at CSN (at any one given time) is unpredictable. Here is a breakdown of the current potential users: Faculty: 503 (FT) & 923 (PT) Full Time Staff: 2730 (FT & PT) Students: 36,469 enrolled students in fall ) Question: How many authorized users do you anticipate will use the system (students, faculty, and staff) at TMCC? TMCC anticipates that this does not include applicants as users. TMCC has approximately 12,000 students and about 300 faculty and staff. Most are not concurrent users. Page 6 of 33

7 17) Question: What is the anticipated award date? An approximate anticipated date of award will be the week of July 20 24, This date, however, is not a commitment by CSN or TMCC to ensure award by this date. Many factors may alter the award timeline. 18) Question: What is the anticipated start date for the implementation of the winning system(s) on the CSN and/or Truckee Meadows locations? A discovery or kickoff meeting(s) to be performed by the Contractor(s) with each colleges project team to discuss challenges, timeline, contingencies, resources, and other dynamics that will impact the CRM implementation. This meeting shall take place within two (2) weeks after contract execution. For CSN, the projected implementation timeline is as follows: CSN will take a phased in approach to implementation over the course of about two years. The first phase of implementation should include the prospect/inquiry/marketing, admissions process and the communication piece of the CRM. The target go live date for this piece of it is tentatively slated for December The second phase of implementation will include the student retention components of the CRM (e.g. early alert) and the online appointment system. The target go live date for phase two of the CRM is tentatively planned for December The third phase of implementation will include the alumni relations component of the CRM. The tentative go live date is July All elements of the scope of work as identified in this RFP should be fully functioning and all training should be completed no later than December TMCC would like implementation to begin in September 2015 in anticipation of Fall 2016 go live date. 19) Question: What are the total active student populations, respectively, for College of Southern Nevada (CSN) and Truckee Meadows Community College? CSN Active CSN Students (may or not be enrolled): Over 100,000 Enrolled CSN Students: 36, 469 (Fall 2014) TMCC: Page 7 of 33

8 Summer 2014: 3542 Fall 2014: 11,556 Spring 2015: 11, ) Question: Item #4 on page 12 states that If a successful Proposer fails to furnish any item at the price specified in the offer, whether such failure is due to a mistake of fact by the Proposer or any other reason, the Director of Purchasing, may cause the name of such Proposer to be removed from the list containing the names of prospective Proposers to whom Request for Proposals are mailed. Are we correct in our interpretation of the quote that all prices provided by vendors in their proposal must be firm and final and are not subject to any negotiation once the vendor has been awarded the contract? Your interpretation is incorrect. The intent of this language is to put on notice a company(ies) realizing an award of contract with CSN and TMCC that they must commit to furnishing the products and services at the prices agreed to in an executed contract. Failure to do so may result in the removing of the company from future bidding opportunities. The awardee(s) and CSN/TMCC will have an opportunity to negotiate final pricing prior to the finalizing of a contract. 21) Question: Question: Item b on page 14 states that Any award from this RFP that results in a contract for goods or services that is anticipated to exceed $1,000,000 at any time during the life of the contract will require the Proposer to provide, at a minimum, annual reports listing expenditures with MWDBE and Local Subcontractors. These reports pertain only to expenditures that are directly attributable to the CSN prime Contract. Would not sub-contracting an MWDBE business or local subcontractors disqualify (or otherwise significantly reduce a vendor from contention) for the procurement of a CRM by the school? The reporting requirement is a Nevada System of Higher Education policy. Failure to utilize a MWDBE company as a subcontractor does not impact your company s eligibility during the evaluation or award process. 22) Question: Is there a limit on the number of short listed vendors? If so, what is that number? There is no limit to the number of companies that may be short listed as a result of the RFP. 23) Question: Will product demonstrations be required prior to final contract award? Will they be required to be on site? Page 8 of 33

9 Yes, product demonstrations/company interviews will be required prior to final contract award. Only those companies short listed will be invited to the demonstrations/ interviews. On campus demonstrations are much preferred. 24) Question: Will vendors be able to interview stakeholders prior to demonstration of the product? No. If a company requires specific information from either CSN or TMCC prior to the demonstration they will have an opportunity to request that information. 25) Question: How long do vendor finalists have to prepare product demonstrations from the date of the announcement of short-listed vendors? Approximately two weeks. 26) Question: Can you provide the names and titles of the CSN personnel who are involved in the evaluation and decision process? The names and titles of the CSN and TMCC staff serving on the RFP evaluation committee will be provided to the short listed companies. The names and titles of the evaluation committee members will be, upon written request, provided after an award of contract is made. The names of the evaluation committee members will not be provided at this time. 27) Question: For the College of Southern Nevada only (Scenario #1), how many users do you expect to need access to the system? And of those users, what proportion are expected to use the system: a. On a daily basis? b. Not daily, but multiple times per week? c. Not every week, but multiple times per month? d. Less frequently than once per month? The number of users at CSN at any one given time are: Faculty: 503 (FT) & 923 (PT) Full Time Staff: 2730 (FT & PT) Students: 36,469 enrolled students in fall 2014 Exact numbers are impossible to determine. Page 9 of 33

10 28) Question: For Truckee Meadows only (Scenario #2), how many users do you expect to need access to the system? And of those users, what proportion are expected to use the system: a. On a daily basis? b. Not daily, but multiple times per week? c. Not every week, but multiple times per month? d. Less frequently than once per month? TMCC prefers unlimited users. The college estimates that up to 100 users could utilize the system each day. Exact numbers are impossible to determine. 29) Question: Assuming that the total number of users for the College of Southern Nevada and Truckee Meadows together would be different than the number of users if those for questions 28 and 29 were simply added together, how many users do you expect to need access to the system? And of those users, what proportion are expected to use the system: a. On a daily basis? b. Not daily, but multiple times per week? c. Not every week, but multiple times per month? d. Less frequently than once per month? The result of this RFP will be two individual systems and/or instances, one for each college. 30) Question: Can you please clarify how many copies of the proposal you need? Page 1 of the RFP says 1 original and 12 copies, and page 4 says 1 original and 5 copies with 1 copy on CD or thumb drive. The correct number should be twelve (12) copies of your company s proposal and one (1) original. The RFP proposals will be evaluated by committees at CSN and TMCC and I will need to distribute proposals to each committee member. A copy of your proposal on thumb drive or CD is required. 31) Question: What is the FTE of each institution? CSN: 19,064 FTE Students (Fall 2014) 1725 FTE Staff (Spring 2015) 927 FTE Faculty (Spring 2015) Page 10 of 33

11 TMCC: 6,135 FTE Students (Fall 2014) 6,049 FTE Students (Spring 2015) 32) Question: Do you have an interest in sharing an instance of CRM, or would you each like to have your own tenant? A shared instance is not preferable. However, vendors are welcome to make a very strong case as to why a shared instance is beneficial over single instance while maintaining the unique needs of CSN and TMCC. 33) Question: What are you currently using for predictive dialing? CSN and TMCC are not currently using predictive dialing. 34) Question: How centralized is your marketing? How many department(s) are in charge of sending mass s? CSN Outside marketing is centralized. There will be one department who will be responsible for sending all communications to students from CSN. TMCC has several departments who send mass s including Financial Aid, Finance, Recruitment, Admissions, Records, and Alumni. The college sends each message to its Marketing Department for approval. The marketing and communications office has responsibility for communications per TMCC policy. However, this policy is at time difficult to maintain. The college is hopeful that the selected CRM will help coordinate messages to current and prospective students. 35) Question: How many users and what type of roles will use the Marketing Cloud? Will all users create and execute campaigns? CSN Number of Users in Marketing: 5 Number of Recruitment Users: 5 All 10 users will be able to execute campaigns. TMCC Page 11 of 33

12 Only a few users will send mass s. Individual users can send personalized s or if they need to send to a market segment, it will need approval first. This may be a way to ensure that Marketing gets to see the messages before they are sent. But definitely there will be a limited number of people creating and executing campaigns. 36) Question: How many data sources will be utilized for s (sends, personalization, dynamic content)? CSN currently subscribes to two prospect/lead sources-- Chegg and Cappex for prospect lead generation and the college s those leads through Constant Contact. All data points/fields in the CRM should be able to use in sending mass s so the colleges can personalize the message and create messages to select target populations, market segments and personalized s. 37) Question: How many subscription lists will need to be setup to support list level subscriptions (newsletters, prospecting anything someone should have the ability to unsubscribe from)? It is impossible to determine a specific number at this time. The colleges are looking for a system that will provide the ability to students for the total lifecycle of their involvement with the college including prospect or buying names, inquiry, applicant, enrolled, retention, graduation and alumni. And unsubscribe capability will be needed. 38) Question: How much (to what granularity just the big send, individualized CTRs, etc., Link tracking per ) of the Marketing Communications should be visible in the base CRM? As much as possible. The colleges would preferably want to see the number of s sent, the number of links clicked, etc. There should be a dashboard for open and click through rate (CRT), how many were s were delivered, bounced and unsubscribed, and complaints. Also: a daily CRT and what hour recipients are clicking and opening the ; how many hard, soft and block bounces and the domain of each type of bounce; from what type of device the student is opening the , desktop vs mobile and the top domain of each and which browser they are using. 39) Question: How many Social accounts will need to be managed within each department? Approximately 7 at CSN. For TMCC, at least Twitter and Facebook. Possibly others such as College Week Live, Zinch, LinkedIn, Instagram, Pinterest, etc. The Page 12 of 33

13 TMCC college departments handle their own accounts for now, but the Marketing Department should have access to all. There are approximately 25 TMCC departmental accounts across the various social media platforms. 40) Question: How many Social accounts will each institution want to publish to? Approximately 7 at CSN. For TMCC, at least Facebook, Twitter, Instagram, LinkedIn, Pinterest, and Instagram for now. TMCC would like an option to add more in the future. 41) Question: Will the marketing strategies include landing pages? If, yes how many? Yes. At CSN, it is difficult to determine how many landing pages at this time. Recruitment and marketing to various populations will drive this. TMCC has about 20 functional landing pages currently and has capacity for more. 42) Question: Will marketing be based on behavioral analytics and require integration with web analytics? a. If so, what web analytics platform is currently being used (Google, Web Trends)? For CSN: Yes, to the degree possible, marketing needs to be based on behavioral analytics and should be tied to the web analytics. Google Analytics--Site Improve--are currently being used at CSN. TMCC requires behavioral analytics or some type of predictive software. TMCC currently relies on Google Analytics reports monthly. 43) Question: Will there be two separate project teams for this implementation, or is it expected that one project team will handle the implementation for both institutions? Yes, there will be one for CSN and one for TMCC. 44) Question: Is there flexibility for a staggered implementation to allow for reuse of work between the institutions? TMCC and CSN may decide upon separate solutions. If CSN and TMCC use the same vendor or solution, there may be some flexibility for re-use of work. 45) Question: It is mentioned that integration from Campus Solutions and the Canvas LMS will need to occur "without programming" (1.i.i; 1.i.ii; 1.i.iii, 1.i.iv; 7g). Does this mean that the solution must have out of the box integration with those systems? Or does this Page 13 of 33

14 mean that once implementation (including custom programming) is complete, CSN and TMCC will not have to do any additional programming? It is preferred to have an out of the box system. Custom code must carry over from update to update without interruption and/or additional cost to service. TMCC would like a system that can take information from PeopleSoft or Canvas and populate fields in the CRM. PeopleSoft and Canvas are examples of systems, other systems might be needed. TMCC does not want to use programmers to import data after each upgrade of a system (CRM, PeopleSoft, Canvas, Evaluation Kit). 46) Question: How many users for each institution (CSN and TMCC) will there be for the CRM Module for Recruitment? CSN Recruitment: Approximately 20 Full Time Users. TMCC estimates 50 concurrent licenses for recruitment. 47) Question: How many users for each institution (CSN and TMCC) will there be for Retention, Early Alert and Student Tracking? CSN Staff Users who will use the Early-Alert: Faculty: 503 (FT) & 923 (PT) CSN Students: 36,469 enrolled students in fall 2014 CSN Staff users who will be tracking alerts: 75 Full Time Staff TMCC will have approximately 25 users in the Academic Advisement office plus 3 from Institutional Research.. TMCC will also want faculty, tutoring, counseling, administrative assistants, grant programs to be entering notes on students (numbers vary). Other groups are possible. 48) Question: How many users for each institution (CSN and TMCC) will there be for the CRM module for Alumni Relations? Approximately 10 CSN users and TMCC will have 5 users. 49) Question: How many users for each institution (CSN and TMCC) will there be for the for the Prospective Student portal/knowledge base? Page 14 of 33

15 Approximately 20 Full Time CSN Users. TMCC estimates 20,000 to 30,000 concurrent users of the portal though this figure depends on how long the students are kept in the system. Top TMCC figures would be 70,000 to 150, ) Question: How many users for each institution (CSN and TMCC) will there be for the for the Student portal/knowledge base? Active CSN Students (may or not be enrolled): Over 100,000. TMCC has 30,000 to 50,000 active students at a time depending on the time of year. If prospects and inquiries are included in this number, TMCC adds another 30, ) Question: How many users for each institution (CSN and TMCC) will there be for the Faculty/Staff portal/knowledge base? CSN Faculty: 503 (FT) & 923 (PT) CSN Full Time Staff: 2730 (FT & PT) TMCC: 300 to 500 dependent whether the licenses are concurrent or a license for each machine or username. 52) Question: How many applications for admission are processed per institution? Average of 60,500 annually for CSN. TMCC for calendar years : , , , , ,507 53) Question: How many distinct program applications are there? Currently, there are 3 distinct program applications for admissions at CSN. CSN hopes to build unique program applications for up to a total of 10 groups. At TMCC, up to 15 but unlimited types of applications would be best. Page 15 of 33

16 54) Question: What is the total number of unique contacts that you plan to communicate with (prospective students, active students, alumni, etc.)? CSN: Prospective students: Over 100,000 annually Active not enrolled students: Over 100,000 annually Active and enrolled students: 36,469 (fall 2014) Alumni: Over a million (Maria will get exact number) Faculty: 1426 (FT and PT faculty) Staff: 2730 (FT and PT Staff) TMCC: prospective and active students up to 50, ) Question: What is the current or expected volume of interactions sent to this audience for CSN and TMCC: a. b. SMS c. Mobile Push d. Group Messaging For CSN: a. Difficult to predict; in the millions. b. SMS: None right now, substantial use in the future c. Mobile Push: None right now, substantial use in future d. Group Messaging: None right now, substantial use in future For TMCC: a. at least 1,000,000 b. SMS: ~100,000 c. Mobile Push ~60,000 d. Group Messaging: no figure to report These are estimates but the colleges do not want to be limited to these numbers. 56) Question: Are there incumbent third party solutions in place today that CSN and/or TMCC will be intending to integrate within the CRM solution? Page 16 of 33

17 For CSN: Oracle Campus Solutions, Active Directory, CANVAS (LMS), Qless (line management system) and Razor s Edge (Alumni and Foundation) right now. TMCC has Oracle Campus Solutions, Canvas, OnBase, Razor s Edge, and EvaluationKit 57) Question: Is the organization structure for CSN and TMCC centralized for admissions? Is the organization structure decentralized with departmental coordinators who manage student lifecycle from application selection to graduation? For CSN: Most of the admissions for CSN are processed through the CSN Office of the Registrar. However, there are a few other groups that handle admissions for specific student groups. These groups include: First Generation Students Low Income Students High School Students (dually enrolled) Re-entry Students (Non Traditional Students) Veteran Students Transfer Students Other Identified groups based upon collected demographics For TMCC: For 99% of the population admissions is centralized. TMCC does not have limited entry programs such as in the Nursing or Dental Hygiene programs which the departments coordinate for application to graduation. TMCC and CSN have different applications. 58) Question: What tools are in place today for home grown assessments? What is the scope of content collected for these home grown analyses? For CSN: Baseline by CampusLabs is CSN s platform for home grown assessments. CSN uses EvaluationKit for student evaluation of instruction this is integrated with CANVAS currently. The scope of content collected is a wide range of surveys deployed to students, faculty, staff and alumni. For TMCC: Dependent on what is is meant by here by home grown assessment. Page 17 of 33

18 a. Many instructional programs have designed their own home grown assessment instruments to assess student competencies and skills. The scope: limited to those areas; data stored locally. b. Most reporting and research at the TMCC happens outside of the resident databases by pulling the student and enrollment level data and utilizing SPSS Predictive Analytics. Scope: to conduct student success research; operational research (scheduling, faculty workload, etc.); perform required reporting. 59) Question: What are the key goals/metrics aligned with specific strategic groups that CSN and TMCC will be aiming to achieve within the first year of rolling out the new solution? Within the first year, CSN hopes to have the recruitment module implemented to include a robust inquiry/prospect database platform operational for all prospective students. And also within the first year, CSN hopes to have a new admissions process to include the development and implementation of several new admissions forms and tracking of students from admissions to enrollment. TMCC intends to increase enrollment, graduation rates, retention, FTE, diversity, course completion and persistence from term to term and to improve degree attainment and employment placement. 60) Question: What list purchases (or other data sources), if any, are made today or will be made in the future? For CSN: Prospect/lead generation lists are currently purchased from Chegg and Cappex. TMCC has purchased lists for veterans provided by Nevada DOE and through FEDESand TMCC obtains a list from Washoe County School District and University of Nevada, Reno. TMCC has also attended College Fairs in the past such as PNACAC. TMCC is considering purchasing lists from ACT, Hispanics Honor Society, CBSS, etc. TMCC also has access to burning glass software for labor and job data. 61) Question: Regarding the application for admissions: a. Are multiple applications allowed by the same student within the same term? b. Are there sample data trees and/or dynamic capabilities that would be beneficial to see illustrated in a presentation? c. Are media files required? d. What payment gateway is in place today? Are partial payments allowed? Are application waivers allowed? e. What is the application routing and review process? How many users are involved/anticipated to be involved? Page 18 of 33

19 CSN a. Are multiple applications allowed by the same student within the same term? No b. Are there sample data trees and/or dynamic capabilities that would be beneficial to see illustrated in a presentation? Yes. c. Are media files required? No, not right now. CSN wants this in the future. d. What payment gateway is in place today? We have a payment gateway called TouchNet. e. Are partial payments allowed? No f. Are application waivers allowed? No. We currently do not collect an application fee upfront for most of our students (International student population is the exception), but CSN will have this in the future for all students. g. What is the application routing and review process? How many users are involved/anticipated to be involved? For general admissions, there is currently no routing or review process. The applications are validated in a duplicate match process. For our International Student Population and our Limited Entry Health Programs, there is an application review process that includes separate applications into those specific programs. General Admissions Users: 20 Staff. International Student Population: 5 Staff Limited Entry Program Admissions: 5 Staff. TMCC No multiple applications for the same student for the same term. TMCC has a simple data tree but would like the CRM to be dynamic. No media files. No partial payments but waivers are allowed. TMCC is an open admission school, so the college does not review many applications unless they are open admit or part of the specialized programs such as Nursing. TMCC currently uses Touchnet as its payment gateway. 62) Question: Do events require payment (at student stage, at alumni stage)? Conference style registration? Yes, for CSN, some events require payments to include graduation. Some events do not require payment today, but would like to require payments for future events. TMCC occasionally charge for events such as its Distinguished Speaker Series events. The TMCC Foundation charges for admission to the Heritage Black Tie annual event. TMCC also sells copies of the Commencement DVD. 63) Question: Is CSN and/or TMCC using a degree audit solution today? If yes, what solution is being used? Page 19 of 33

20 Yes, CSN and TMCC utilize Oracle Campus Solutions degree audit tool. 64) Question: How are success milestones and attendance tracked today? CSN is not currently tracking success milestones today. CSN will be monitoring success milestones in the future. Attendance is tracked at the faculty level and in most instances is reported in CANVAS. TMCC currently track students who attend advising appointments, attend group advising workshops, and complete the New Student Orientation. TMCC does not track attendance in the classroom and is not using milestones at this time. 65) Question: Are faculty feedback surveys utilized currently? CSN Students evaluate faculty and courses through a product called EvaluationKit that is integrated into CANVAS. Other faculty feedback surveys may be conducted through Baseline. 66) Question: What predictive factors/formulas have CSN and/or TMCC identified to date as helping to identify at risk students? CSN is currently not engaged in predictive analytic work to identify at risk students. CSN has an early-alert process in place that is driven by faculty submitting e- alerts on a case by case basis. TMCC has no predictive factors at this time. However, TMCC utilizes SPSS Predictive Analytics to conduct student success/enrollment/operations research; identify at-risk students; isolate factors correlating to degree attainment or factors correlated to withdrawals. This research informs college policies/decisions. 67) Question: How regularly is attendance intel added into the LMS today (weekly, daily)? For CSN, some faculty are entering student attendance on a regular basis into the LMS today. CSN hopes to make policy that attendance be entered into the LMS by all faculty on a regular basis in the future. At TMCC, Canvas is updated hourly for enrollments into a course. 68) Question: What social media do CSN and/or TMCC engage today, if any? Page 20 of 33

21 For CSN, Facebook, Twitter, Instagram, Snapchat, LinkedIn and Youtube today. TMCC uses Facebook, Twitter, LinkedIn, Pinterest 69) Question: How many users for the CRM CSN/TMCC need respectively? Of these how many would need full access? How many would be student workers? The number of users at CSN at any one given time is unpredictable. Below is a breakdown of current staff and students all of whom may be potential users: Faculty: 503 (FT) & 923 (PT) Full Time Staff (all staff including student workers): 2730 (FT & PT) Just Student Worker Staff: 266 (Spring 2015) Students: 36,469 enrolled students in fall 2014 TMCC prefers unlimited users. Full access would be 100 staff/faculty and approximately 50 student workers. 70) Question: Will there be a need to include a portal for various constituents? What would be an estimated number of external constituent log-ins (volume per month) for: a. An Applicant Portal b. A Current Student Portal c. An Alumni Relations Portal - CSN is currently developing a portal for various populations. The selected CRM vendor must be able to integrate seamlessly into these new portals. Applicant portal: TMCC is currently charging the application fee once the student enrolls. TMCC would like to change this so the student has to pay the fee up front. TMCC is an open admission school so the college does not require anything to be submitted so a portal would not be helpful. Current Student Portal - 12,000 students if it is able to link MyTMCC and CANVAS and from the portal. 71) Question: Please describe the features and functionality of any desired portal(s): a. General requirements? b. Does the application process differ significantly by program/degree? c. Will required documents differ between programs/degrees? CSN is independently developing student, faculty and staff portals. Page 21 of 33

22 TMCC requests that the portal link the student to all systems so they can successfully utilize a single sign-on. Examples are , CANVAS, PeopleSoft, MyMathLab. TMCC has very limited specialized entry programs that require documents to be qualified for those programs. 72) Question: How many users for the Online Live Chat functionality will CSN/TMCC need? CSN cannot provide an estimate. TMCC estimates 30 concurrent users. 73) Question: What is CSN/TMCC estimate for the volume of SMS messages that will be sent per month, per Program (Prospects/Applicants; Current Students; and Alumni? For CSN: Estimated SMS per month would be as follows: Prospective: 100,000/month Current: 100,000/month Alumni: 2000/month TMCC estimates 20,000 per semester and 60,000 total. 74) Question: What is CSN/TMCC estimate for the volume of messages that will be sent per month as part of marketing/campaigns, per Program (Prospects/Applicants; Current Students; and Alumni)? Estimated marketing s per month for CSN are as follows: Prospective: 10,000/month (approximately 120,000/year) Current: 100,000/month Alumni: 2000/month TMCC estimates 80,000 per month. 75) Question: What is the timeline for making a decision, beginning implementation and Going Live for CSN? For TMCC? Page 22 of 33

23 An approximate anticipated date of award will be the week of July 20 24, This date, however, is not a commitment by CSN or TMCC to ensure award by this date. Many factors may alter the award timeline. A discovery or kickoff meeting(s) to be performed by the Contractor(s) with each colleges project team to discuss challenges, timeline, contingencies, resources, and other dynamics that will impact the CRM implementation. This meeting shall take place within two (2) weeks after contract execution. For CSN, the projected implementation timeline is as follows: CSN will take a phased in approach to implementation over the course of about two years. The first phase of implementation should include the prospect/inquiry/marketing, admissions process and the communication piece of the CRM. The target go live date for this piece of it is tentatively slated for December The second phase of implementation will include the student retention components of the CRM (e.g. early alert) and the online appointment system. The target go live date for phase two of the CRM is tentatively planned for December The third phase of implementation will include the alumni relations component of the CRM. The tentative go live date is July. System functionality and all training should be completed no later than December TMCC desires an implementation start by September 2015 and Go Live for Fall 2016 entry class, at least for the recruitment and admissions module. 76) Question: What is the expectation for rollout of the CRM by areas? Is this planned as a phased approach? After Recruitment and Admissions, is there a priority for areas such as Alumni and Advancement? Student Retention and Success? CSN will take a phased in approach to implementation over the course of about two years. The first phase of implementation should include the prospect/inquiry/marketing, admissions process and the communication piece of the CRM. The target go live date for this piece of it is tentatively slated for December The second phase of implementation will include the student retention components of the CRM (e.g. early alert) and the online appointment system. The target go live date for phase two of the CRM is tentatively planned for December The third phase of implementation will include the alumni relations component of the CRM. The tentative go live date is July All elements of the scope of work as identified in this RFP should be fully functioning and all training should be completed no later than December Similar to CSN, TMCC prefers to implement the recruitment and admission first and thereafter student retention and success. The Alumni and Advancement is TMCC s last priority for implementation. Page 23 of 33

24 77) Question: Does either of CSN/TMCC IT departments currently use an ETL solution (such as Axiom, Informatica, Jitterbit) for integrating Oracle with any other systems on campus? CSN does not currently have an ETL solution. TMCC does not. 78) Question: What other systems on campus will need to be integrated with the CRM, besides CANVAS? Currently, Oracle Campus Solutions, Active Directory,OnBase, EvaluationKit, Qless (line management system) and Razor s Edge (Alumni and Foundation). 79) Question: How many years of data (recruitment, prospects etc.) will CSN/TMCC need to have migrated to the new system? CSN: Roughly three years of past data from the current recruitment database. TMCC: at least two years of data. 80) Question: Integration: If the Professors are logged into the CRM and want to change something in CANVAS or Oracle Campus Solution, should they be able to navigate directly to that record in that system? CSN: No. TMCC: If the professor has the rights to change something, then they should, but if they can t, the professor should be able to send a message to someone at the college so that peson can follow-up with the student. 81) Question: Integration: There should not be any inconsistencies between the systems but if there are any should CSN and TMCC staff/ system users be able to submit support tickets for the particular/ affected system/ data? Yes. Customer service is a priority. 82) Question: Integration: Do CSN and TMCC want queues and assignments workflow for all registered users? a. How many levels of escalation should Neudesic plan for if a particular issue/ case needs to be escalated? i. Feel free to share most complex to least complex scenarios, the spread of that distribution and the escalation paths count/ total. Page 24 of 33

25 For CSN: Yes, all registered users will need to have workflow built in. Escalation needs will be determined. For TMCC: Not for all registered users. 3 levels of escalation. Recruiter to Manager to Director. 83) Question: Integration: Regarding page 24, j. The System must have the ability to provide updates that will not adversely affect other components, modules, or user areas. a. What components, modules or user areas do you have in mind? Components, modules or user areas with the CRM system Neudesic is proposing? Components, modules or user areas within the CANVAS or Oracle Campus Solution? When CRM updates need to occur, no other CSN systems should be adversely affected. As Oracle releases new bundles or Canvas releases new updates, the CRM should be able to adapt to these changes quickly and efficiently. 84) Question: Integration: In regard to Oracle Campus Solution and CANVAS Integration: Can/ should integration components be in the cloud or is it a requirement that all/ most of the integration components live in an on premise solution? Cloud based. 85) Question: Integration: Regarding/ on page 24, And timely (real time or event driven) population of users, course sections, and enrollment, without any programming or customization required from an institution s learning management system (CANVAS) or Student Information System (Oracle Campus Solution). Does this mean that the application layer cannot be used? Will there be a need to poll databases directly to enable event driven integrations from those systems back to CRM (example: BizTalk Oracle adapter for polling data)? No, an application can be used. Yes, there is a potential to poll databases directly. TMCC and CSN does not limit the technology processes and solutions necessary to meet this requirement. The colleges seek the vendor to explain the necessity of the above in order to meet the college s integration need. A strong plus if the CRM can directly poll the Peoplesoft and Canvas databases for information. CSN/TMCC are not sure that this is a possibility so having API access to the CRM data for import/export would be ideal for integration. 86) Question: Does CSN or TMCC currently own an Enterprise Service Bus such as BizTalk or Neuron? Page 25 of 33

26 No for CSN and TMCC. 87) Question: Since the system must accommodate varying data sources (e.g. XML, CSV, etc.), can you expand on the scope for this requirement? a. Does this include uploading attachments? Data import? Both? b. Can you share current number of files/ attachments? Forecasted number of files/ attachments or a growth rate? CSN: a. Yes, attachments and data imports. These imports are taking place in Oracle Campus Solutions. b. Current: Approximately 6 c. Forecasted: Approximately 10 TMCC: Data Import and export is needed by TMCC. TMCC has a document imaging solution that the college will continue to use which is OnBase. RESTFUL or.net APIs for import/export of data would be ideal for the initial and future integrations. 88) Question: CRM Module for Recruitment: Do CSN and TMCC want social listening/ social engagement functionality? This would allow you to track tweets, Facebook posts and other online comments. You would set up keywords and then receive alerts when those keywords were mentioned. You can learn more about this Microsoft CRM friendly tool here: Yes for CSN. No for TMCC. TMCC can do the same thing with Google alerts. TMCC also has a Meltwater subscription. 89) Question: CRM Module for Application for Admissions: Do CSN and TMCC want the ability to duplicate check while registration is taking place? a. i.e. is real-time duplicate detection desired or is a batch job approach desired where the batch job is run in the evening then duplicates are handled by system administers in the morning? Yes, for CSN. Real time duplicate check would be ideal at the point of a student applying for admissions. TMCC prefers that duplicate entry should take place during real-time, but batch jobs are sufficient. Page 26 of 33

27 90) Question: CRM Module for Application for Admissions: How long should a student record exist? Should there be purge capabilities if the student comes back after a year or so should that registration information still be available? For CSN, a student should stay active and their record should exist as preadmitted (not admitted yet) for at least a full semester (6 months). CSN wants to be able to purge unfinished applications, but we do not know how long after the start of the application these unfinished applications are started that we want them to be purged. For TMCC: A purge should occur after 2 years of applications inactivity. 91) Question: CRM Module for Application for Admissions: Do CSN and TMCC want login expiration or any other web tracking/ information on file for any number of years? For CSN, a student should stay active and their log in should exist as preadmitted (not admitted yet) for at least a full semester (6 months). For TMCC, if an application is inactive, continuous communication should happen to the student until student to attendance is no longer plausible. 92) Question: CRM Module for Application for Admissions: Do CSN and TMCC want the online solution to show non availability of courses and recommendations for alternate courses/ times? For CSN and TMCC: Yes, this functionality would be ideal during class registration for current students well after admissions. 93) Question: CRM Module for Application for Admissions: Do CSN and TMCC want the CRM solution to provide advisors/parents an ability to login on behalf of students? Pseudo admin in the portal? No for CSN. Yes, for TMCC with student/parent permission. 94) Question: CRM Module for Application for Admissions: Regarding applications that must allow simultaneous back-end review by multiple users across multiple units. What are back-end reviews? Please provide an example. For CSN: As an example, international students applicants would complete a unique application and these applications would be triaged to the appropriate staff user group for review by multiple staff members within the International Student Center. Page 27 of 33