Provision of Feasibility Study for Customer Relationship Management System

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1 REQUEST FOR PROPOSAL Provision of Feasibility Study for Customer Relationship Management System HONG KONG ARTS FESTIVAL SOCIETY LIMITED 27 th April, 2015 Contractors are invited to submit your proposal for the feasibility study for Customer Relationship Management System (CRMS) for the Hong Kong Arts Festival ( HKAF ) according to the details below.

are invited to submit your proposal for the feasibility study for Customer Relationship

2 1.1. Summary This Request for Proposal (RFP) is for studying the feasibility and defining the scope of a Customer Relationship Management System (CRMS) for the Hong Kong Arts Festival ( HKAF ). However, it is the HKAF s intention to work with the selected contractor as an ongoing partner for future development, implementation, support and maintenance. Proposals are due by 5:00pm 11 th May, 2015 (Monday). Evaluation and selection will start on 12 th May, 2015 (Tuesday). Project will be awarded on or around 20 th May, 2015 (Wednesday) with work to start shortly thereafter. The project should be completed and delivered by 12 th June, 2015 (Friday). A successful candidate to this RFP will have demonstrated proficiency, experience and creativity as a CRM consultant and planner; a thoughtful plan and strategy for assessment and then identifying the new CRM solution; a plan for implementation as budget allows; understanding of IT needs and solutions related to the CRMS; an understanding of cost-efficient solutions; and a working style and approach that is compatible with the HKAF s need for a long-term partner. The HKAF reserves the right to modify the terms, timelines and deliverables of this RFP and the work it prescribes at any time Proposal Guidelines and Requirements Proposal must be delivered electronically in PDF format to the HKAF office by 5:00pm, 11 th May, 2015 (Monday). Late submission will not be considered. Submission may be delivered to marketing@hkaf.org as an attachment; or a FTP link within an Candidates will receive an confirming timely receipt of your proposal. The pricing in your response must be all-inclusive. If your price excludes certain fees or charges, a detailed list of fees with a complete explanation of those fees must be provided Contract Terms The HKAF will negotiate contract terms and final pricing upon selection. A project will be awarded upon signing of an agreement or contract, which outlines terms, scope, budget, deliverables, timelines and other necessary items.

Proposals are due by 5:00pm 11 th May, 2015 (Monday). Evaluation and selection will start on 12 th May, 2015 (Tuesday).

3 1.4. Timeline This RFP is dated 27 th April, 2015 (Monday) and distribution will begin shortly thereafter. Intention to Respond By submitting to RFP no later than 5 th May, 2015 (Tuesday). Failure to submit an Intention to Respond will not eliminate a candidate from submitting a proposal; it may, however, preclude you from receiving updates, clarifications, answers to questions and invitation to briefing session when necessary. Proposal Submission Due no later than 5:00pm 11th May, 2015 (Monday). Proposal Evaluation Proposal will be evaluated by HKAF staff and consultants starting from 12th May, 2015 (Tuesday). We may require interviews with candidates, site visits or clarifications. Award Notifications Successful candidate will be notified on or around 20th May, 2015 (Wednesday). Contract negotiation will begin immediately upon notification. All other qualified candidates will be notified shortly thereafter. Project Completion The process of Discovery and Define must be completed by 10th June, 2015 (Wednesday). The provisional study and its deliverables must be completed by 12th June, 2015 (Friday). The CRMS project is expected to start in the fourth quarter of Background and Analysis The HKAF has developed its own central contact database that contains 70,000+ records. This database system serves all departments in the organization.

and invitation to briefing session when necessary. Proposal Submission Due no later than 5:00pm 11th May, 2015 (Monday).

4 1.6. Approach, Vision and Strategies With the ultimate goal to create new business value through better Customer Relationship Management (CRM), the HKAF is looking for short-term and long-term strategies for adopting CRM technology in current business environment to achieve goals including, but not limited to: Improved customer service experience and stakeholders engagement Effective membership management and data security Client acquisition Client synergies and loyalty Increase sales productivities and client leads New marketing and social insights Integrating online and offline data Data analysis with survey integration 1.7. Budget and Scope Your budget must encompass all design, production, programming, software licenses or acquisitions, sub-contractors and third-party or vendor fees for development and maintenance of the CRM for one year following completion of the project. Please be specific and detailed in your proposal for the following scope of work: Review current ticketing operation, membership management operation and existing contact database Interview key business users to understand the business vision and direction to identify the needs for CRM Identify high level user requirement for future CRM solution and expected benefits Identify technical, organizational and financial roadblocks and limitations Define functionality for required CRM solution based on user requirements and with reference to available solution in the market Recommend the roadmap on CRM, prioritize user requirements to derive shortterm and long-term CRM strategy Provide high level cost estimation 1.8. Professional Requirements Contractors are required to conduct the study with the following experience:

5 Complete at least 1 consultancy or project for performing arts organization Complete at least 2 CRM consultancy/implementation projects for local or overseas clients The Contractors are required to form a project team to deliver the feasibility study. At least one of the team members should equip the following experience: Have at least 10 years of IT experience and should complete at least 3 feasibility studies or consultancy projects in last 5 years. Complete at least 1 feasibility study or consultancy project for departmental wide solution Have solid experience in Business Process Re-engineering, business analysis and IT strategy/roadmap planning 1.9. Deliverables Requirement catalouge Recommendation for CRMS functionality for HKAF Roadmap for CRMS implementation and high-level cost estimation Proposal Format and Outline In response to this RFP, the contractors should submit: Cover page Experience and Client Credentials Project objectives and scope Approach and methodology Project timeline and assumptions Outcome and deliverables to be provided All-inclusive cost and payment schedule Proposed project team structure and corresponding professional profile Contacts

At least one of the team members should equip the following experience: Have at least 10 years of IT experience and should complete at least 3 feasibility studies or consultancy projects in last 5

6 1.11. About HKAF The Hong Kong Arts Festival (HKAF), launched in 1973, is a major international arts festival committed to enriching the life of the city by presenting about 140 performances and over 250 PLUS and educational events in February and March every year. HKAF is a non-profit organisation, with just under 30% of annual revenue from government funding, around 40% from the box office, and over 30% from sponsorships and donations from corporations, individuals, and charitable foundations. HKAF presents top international artists and ensembles, such as Bartoli, Carreras, Yo-Yo Ma, Glass, Masur, Chailly, Baryshnikov, Guillem, Spacey, the Royal Concertgebouw Orchestra, the Mariinsky Theatre and Valery Gergiev, Bavarian State Opera, New York City Ballet, Paris Opera Ballet, Tanztheater Wuppertal Pina Bausch, Cloud Gate Dance Theatre, Zingaro, Royal Shakespeare Company, Moscow Art Theatre, and the People s Art Theatre of Beijing. HKAF actively promotes Hong Kong s own creative talents and emerging artists, and commissions, produces and publishes new works in theatre, chamber opera and contemporary dance, many with successful subsequent runs in Hong Kong and overseas. HKAF invests in arts education for young people. In the past 23 years, our Young Friends has reached about 700,000 secondary and tertiary school students in Hong Kong. Donations to the Student Ticket Scheme make available about 8,000 half-price student tickets each year. HKAF organises over 100 Festival PLUS activities in community locations each year to enhance the engagement between artists and audiences. These include lecture demonstrations, masterclasses, workshops, symposia, backstage visits, exhibitions, meet-the-artist sessions, and guided tours Contacts For enquiries about this RFP, please contact Anthea Leung at anthea.leung@hkaf.org (852) ; or Wendy Chung at wendy.chung@hkaf.org (852) Address: 12/F, 2 Harbour Road, Wanchai, Hong Kong

HKAF is a non-profit organisation, with just under 30% of annual revenue from government funding, around 40% from the box office, and over 30% from sponsorships and donations from corporations,

REQUEST FOR PROPOSAL. Customer Relationship Management System

REQUEST FOR PROPOSAL. Customer Relationship Management System REQUEST FOR PROPOSAL Customer Relationship Management System August 1, 2013 Contact Beth Warren Membership Manager Downtown Denver Partnership, Inc. 511 16 th Street, Suite 200, Denver, CO 80202 303.571.8213