Request for proposal Microsoft Dynamics CRM Migration

Transcription

1 Request for proposal Microsoft Dynamics CRM Migration Terms of Reference The UNESCO Institute for Statistics has recently developed a new solution to manage and execute its data collection process. The new solution consists of Microsoft Dynamics CRM 2013 and utilizes the Click Dimensions 3rd party service to facilitate its mail out tasks. The legacy (current) solution which contains all of the legacy and live data is implemented using Microsoft CRM 4.0. The entity schema where the legacy (current) data resides is significantly different than the new representation in Microsoft Dynamics CRM In addition, several Survey campaigns will be active in the legacy system at the time of migration; meaning that the migration process will have to take into account survey cycles that have originated in the legacy system, allowing them to continue to be managed in the new system post migration. Please explain what approach you would take to supply this service, the implementation strategy you would use, the quality assurance approach you would use and how long you anticipate the work will take to complete. The attached Appendices explain the current and newly developed processes along with the Entity Relationship diagrams for both processes at the UIS. 1 Deliverables The complete data set from the Legacy CRM 4.0 instance is to be transferred into the new CRM2013 instance including but not limited to: o Survey Instances o Associated Dates o Mail out and Reminder Templates The new CRM should be tested to verify that the migration path did not miss or modify any data in the transfer. The new CRM functionality should tested to make sure that it functions with the newly migrated data. All work is to be completed and accepted by August 31, Respondent Criteria: This respondent must have Gold Microsoft Dynamics CRM certification.

2 3. Clarification of Solicitation Documents: A prospective Offeror requiring any clarification of the Solicitation Documents may contact the officer responsible for this RFP, Marc FALVO, by ([email protected]). 4. Amendments of Solicitation Documents: At any time prior to the deadline for submission of Proposals, the UIS UNESCO may, for any reason, whether at its own initiative or in response to a clarification requested by a prospective Offeror, modify the Solicitation Documents by amendment. All prospective Offerors that have received the Solicitation Documents will be notified in writing by of all amendments to the Solicitation Documents. In order to afford prospective Offerors reasonable time in which to take the amendments into account in preparing their offers, the UISUNESCO m may, at its discretion, extend the deadline for the submission of.5. SUBMISSION OF PROPOSALS: The Offeror shall send the proposal to: Marc Falvo by ([email protected]).with Léandre Francisco in copy at [email protected]. 6. Selection process: A method of weighted average of technical and financial scores will be used to select the most responsive proposal with 70 points for the technical proposal and 30 points for the price proposal. The Price Component will be considered only for submissions that meet the minimum score of 70% of the total points obtainable for the technical evaluation. 7. Deadline for submission of proposals Proposals must be received on or before 5:00 PM (EST), 22 June 2015.

3 Data Collection Process - Overview UIS Survey Schedule Survey Planning Management Bounce Back Management Build Questionnaire Create Survey in CRM Mailout s list (mailout list) Template for Mailout Build Website Data Submission no yes This shape represents input/ information Formal Reminders Data Submission This shapes implicates actions Data Receipt Phase

4 Mailout UIS-DPS Country Survey planning Set-up Survey in CRM Target countries s - CRM Management Workflow Create Target Countries Official s (UNESCO Protocol) Workflow Create Official Survey s Mailout List Validation Workflow Create Survey from Mailout List Workflow Questionnaire Status Records Workflow Fill in CC Fields Mailout Templates Manual s Yes Via/WEI? No Reminders Workflow Data receipt Message sent System Rejection? No Response Automatic process Manual process Manageme nt Survey Mailbox Admin Yes Phase

5 Management SSAT UIS-PT UIS-Field Staff Country Data Receipt Bounce Back Management Create/update Changes in Staff Sender/ Respondent Validation Receive/forward Notification of Changes in Staff Yes To Field Staff? Official s (UNESCO Protocol) Survey Mailbox Admin No Update / Communication specifics in CRM Update CRM Validation CRM Phase Automatic process Manual process

6 Template for Mailout DPS PT Template used in last survey Specific requirements Draft Template EN No Template EN Inputs Approval by Director/DPS Yes Major changes? Yes No Translation (FR/SP) Set-up Survey in CRM Preliminary templates Test countries Test contacts Test questionnaire status no Mailout process (run workflow for testing) Adjustments of layout/content? yes Final templates in required languages Phase Automatic process Manual process

7 Formal Reminders UIS Country Mailout Data receipt Check Communications New/updated info yes Management Check Survey Website Set s list CRM Countries that haven t responded CRM Set Reminder Template Data receipt Workflow System rejection? No Response Survey Mailbox Admin Yes Managem ent Phase Automatic process Manual process

8 Data Submission UIS Country UIS Website Download and complete eform Completed other format of questionnaire Online Online/ submission? DCI , mail or fax submission Transaction confirmation Notification New Submission Data receipt /mail/fax Communication Message receipt Phase Automatic process Manual process

9 Data Receipt UIS Country Validation Process Data Submission Submission Accepted? no Ignored/ rejected ignored End yes rejected Circa notification Management Online submission? No Notify rejection to sender/ contact Download clean files Acknowledgement of receipt Message receipt eform? no WEI or ISCED 2011 files? yes no Fill in eform yes Upload to DCI DCI Yes Track in CRM Track in DPS-TS Archive files in Survey/Country folder Phase Automatic process Manual process

10 Bounce Back Management DPS Survey Mailbox Administration PT Yes Mailout Formal Reminders Other communications End No bounce back? Yes Document cases Try to reach contact (another , fax, etc) End Yes reached? No Document and inform PT for action Update contact? Make sure at least one person by org/country was reached No End Phase Automatic process Manual process

11 The questionnaire is uploaded in DCI: A) Metadata: - Co_code - Ref. year - Instrument_code - Language - information B) Data C) New information - Submit time (date and time): it may be different when it is not an online submission - State: by default Submitted A questionnaire is received: A) Metadata: - Co_code - Ref. year - Instrument_code - Language - information B) Data The questionnaire received is tracked in DPS-TS: - Co_code - Ref. year - Instrument_code - Questionnaire_submission (counter) - Receipt date The questionnaire received is tracked in CRM Questionnaire Status: - Co_code - Ref. year - Instrument_code - Receipt date - Questionnaire status - Change include in formal reminder to No

12 Entity Relationship Diagram The diagram below shows how UIS data will be grouped and linked in both new and existing entities. These correspond to the different tables (modules) uses see in Keystone. Configuration requirements for each these entities are described in this chapter. Note that only entities and links which are critical to the UIS CRM project are shown in the diagram.

13 Table of Contents 1 Entity relationship model Processes Survey Instance management Mailouts and reminders Mailout relaunch Bounce Clone a Survey Instance General System Wide Requirements Global Support Multi-Site Multi-Language Data Management Data Cleansing Organization Structure Teams Security Roles Privileges Field Security Profile ISV Solutions ClickDimensions

14 1 ENTITY RELATIONSHIP MODEL In this model, the direction of the arrow is from the child entity to its parent. A double sided arrow means the presence of a native many to many relationship. Country Official Region Survey Instance s Country Survey Targeted Country Survey Instance Survey Instance Packages Send Questionnaire Topic Template Instrument Sent s Questionnaire Regional Regional Events Country Instrument Status Task Country Mailout and Reminder Targeted Country Send 2

15 2 PROCESSES 2.1 Survey Instance management Step 1 Creation of a new Survey Instance Step 1 Selection of a Survey Step 2 Selection of Templates Step 3 Creation of Instruments Step 7 SpecifIcation of the Mailout Launch Date and Reminders Cycle Informations Step 6 Validation of the Survey Instance Step 5 Launching of the automatic selection of Survey s Step 4 Launching of the automatic selection of Targeted Countries Step 8 Confirmation of the Survey Instance Step 1: The creation of a new Survey Instance is usually part of the planning phase at the beginning of the year. Users will create a group of Survey Instances to make them ready for the launching at the required date. The user will enter the descriptive information for the Survey Instance, and then select a Survey from the list of active Surveys. The system will set the name of the Survey Instance with the concatenation of: Survey Year + + Survey Name Example : 2014 Survey of UIS Education Step 2: Once the Survey Instance has been created, the user will select Templates for Mailout and Templates for Reminders, according to the languages supported by the current Survey Instance. For example, if we only want to communicate with countries in English and Spanish, the user will select 4 Templates (Mailout EN, Mailout SP, Reminders EN, Reminders SP). Step 3: The creation of Instruments refers to the instantiation of Questionnaires to be associated with the Survey Instance. For each Instrument, the system will create a copy of the list of Countries associated with the Questionnaire if this Questionnaire has been marked as having a regional target audience. That way, the user will be able to manage a local list of Countries to target for a regional Questionnaire, from within the scope of the current Survey Instance. If the Questionnaire is not marked as having a Regional target audience, then every Target Countries associated with the Survey Instance will have what we now call Questionnaire Status (called Instrument Status in the upcoming system) once the mailout is processed. The system will set the name of the Instrument with the concatenation of: Questionnaire Name + + Survey Instance Name Example : ED A 2014 Survey of UIS Education Step 4: Once the list of Instruments has been created, the user will launch the automatic selection of Targeted Countries. This operation will get the Countries associated with the selected Survey for the Survey Instance, and create the list of Targeted Countries from the retrieved Countries. 3

16 Survey : UIS Education Survey Instance : 2014 Survey for UIS Education Countries Canada USA Australia Survey = UIS Education Targeted Countries Canada USA Australia The system will set the name of each Targeted Country with the concatenation of: Country Name + + Survey Instance Name Example : Canada 2014 Survey of UIS Education Step 5: The user will launch the automatic selection of Survey Instance s. This operation will get: All the active s for each of the Targeted Countries that are also part of the Country Official s for these Countries All active s for each of the Targeted Countries that are not part of the Country Official s, and that have at least one association with the list of Questionnaire Topics associated with the Questionnaires (Instruments) linked to the Survey Instance. Country: Canada Q. Topic 1 Questionnaire 1 Survey Instance s Instruments John Smith Q. Topic 2 Questionnaire 2 Instrument 1 Maria Johnson Instrument 2 Darren Moore Q. Topic 3 Survey Instance s John Smith Maria Johnson The system will create the Survey Instance s from the Country Official s first, then add the other s that have not already been created in the list. For example, if John Smith was also a Country Official for Canada, he would not have been created a second time as a Survey Instance for the Targeted Country Canada. The system will maintain the type of Survey Instance in the Survey Type field Official VIA Official CC Target Respondent Official VIA and Official CC will both be considered as equal; no exception will be made for the communication process. These values are for information only. The Target Respondent type of Survey Instance corresponds to the contacts that are not part of the Country Official s but that have been identified as past or potential data providers. On the creation of Survey Instance s, the system will prepare the list of Survey Instance s names for the Targeted Country, and update a field on the Targeted Country with that list. The list will contain, for each, the Salutation + Last Name +, + First Name + + Parent Organization. I.e. : Ms Reid, Dawn Government of Anguilla On the creation of Survey Instance s, the system will maintain the association between the s and the Target Countries they represent. 4

17 On the creation of Survey Instance s, the system will also maintain the association between the s and the Questionnaires (Instruments) they are responsible for. Survey Instance Instruments Instrument 1 Instrument 2 Survey Instance s John Smith Maria Johnson Targeted Countries Canada Step 6: The users will validate the Survey Instance by clicking on a button. When launched, the validation feature will: Ask for a confirmation; Clear the validation field on the Survey Instance form; Check if all Targeted Countries have at least one associated Survey Instance ; Check if all Countries listed in the regional Instruments are part of the Targeted Countries; For each validation error found, the system will add a line to a validation field on the Survey Instance form, and group them into headers. I.e. : s are missing for the following country/countries: Congo France Thailand China The following country/countries is/are marked as Target Country for the following Instrument(s), but not included in the Targeted Countries for the current Survey Instance: USA (Q1) Australia (Q1) Kenya (Q2) Step 7: The user will make sure to enter a Mailout Launch Date, and the Reminder Cycle Information First Reminder Date (Date) Frequency (months) (Whole Number) Send Reminders Until (Date) This step can be done anytime during the process, but absolutely prior to Step 8. Step 8: The user with the proper security rights will mark the Survey Instance as ready to be processed, by marking a checkbox on the Survey Instance form. The system will make sure that a Mailout Launch Date and the Reminders cycle information have been provided to accept the confirmation. 5

18 2.2 Mailouts and reminders Step 1 Selection of Survey Instances to process Step 2 : For each selected Survey Instance Step 3.1 Creation of Instruments Statuses Mailout Reminder Step 3.1 Mailout or Selection of reminder? Instruments Statuses Step 3.2 Selection of all Survey Instance s Step 3.2 Selection of Concerned Survey Instance s Step 3.3 : For each contact to process Step Creation of a Mailout and Reminder object Step Creation of an Send Step Post Process Next Reminder? Yes Step 3.4 Calculate next reminder date No Process Next Survey Instance Step 1: The system will check every five minutes if some Survey Instances are marked as ready to be processed, with a Mailout Launch Date equal to the current date or in the past (for Survey Instances with a Mailout that has not been already processed), or a Next reminder date equal to the current date or in the past (with an Reminder End Date in the future). The system will also check if there is any that needs to be resent (for bounce management, detailed further in this document). For this particular case, the system will only create a new Send, link the appropriate objects together and send the same content that was sent previously. Step 2: The system will then process with the Mailout or the Reminder for each of the Survey Instances that correspond to the selection criteria. 6

19 Current date : 2014/12/01 Survey Instance : A Mailout Launch Date : 2014/12/01 Confirmation : Yes Survey Instance A : Mailout ready Survey Instance C : Reminder ready Survey Instance : B Mailout Launch Date : 2014/12/01 Confirmation : No Mailout / Reminder to be processed Survey Instance : C Mailout Launch Date : 2014/09/01 Confirmation : Yes Next Reminder Date : 2014/12/01 Reminder End Date : 2015/07/01 Survey Instance A : Mailout processed Survey Instance C : Reminder processed Survey Instance : D Mailout Launch Date : 2014/12/08 Confirmation : Yes Step 3: For each selected Survey Instances, the system will: Step 3.1 (for Mailouts) : Create Instruments Statuses based on the Instruments and the Targeted Countries associated with the Survey Instance, with a state of Requested/Sent : For every Questionnaire (Instrument) with a General Target Audience, the system will create an Instrument Status for each Targeted Countries; For every Questionnaire (Instrument) with a Regional Target Audience, the system will create an Status for each country that is associated with the regional Questionnaire (from within the Instrument scope, and not the Questionnaire scope) AND of thespecific set of the Targeted Countries list Survey Instance Instruments Targeted Countries Survey Instance Questionnaire 1 (General) Questionnaire 2 (Regional) Instrument 1 Instrument 2 Canada USA Instruments Statuses Instrument 1 Canada Instrument 1 USA Countries Countries Instrument 2 Canada Canada Canada Cambodia Cambodia The system will set the name of the Instrument Status with the concatenation of: Survey Instance Code + «/» + Questionnaire Name + «/» + Country ISO Code + «/» + Survey Instance Reference Year Example : UIS/AE/2011 / LAC / ABW / 2010 Step 3.2 (for Mailouts) : Select all Survey Instance s for the mailout process for following steps Step 3.1 (for Reminders) : Select the Instrument Statuses with a State equal to Requested/Sent, with no value or a date in the future in the Exclude from reminders until field Step 3.2 (for Reminders) : Select the Survey Instance s ( Respondents ) associated with the Instruments that are linked to the Instruments Statuses retrieved at step 3.1 (for Reminders), with no value or a date in the future in the Exclude from reminders until field, and all Country Official s from the same countries 7

20 Step 3.3 : For each Survey Instance to process : Step 3.3.1: Create a Mailout and Reminder object that will reference the, its Targeted Country and Country. This way, it will be possible to check if an has been prepared and sent to a, a Country or Targeted Country from the Mailouts and Reminders menu in these entities form. Additionally, this object will contain the temporary information for this particular Send (CC, and Pending questionnaires) Step (For reminders only) : Update the Pending Questionnaires field (for internal purpose): The system will get the list of Instruments associated with the Country of the current Survey Instance. The selected Instruments will be related to the Questionnaire Status selected at step 3.1 (for Reminders). With each of the selected Instruments, the system will get the name of the related Questionnaire, in the UIS Working Language of the Country, and create a list. This list will serve as a value to update the Pending Questionnaires field in the Mailout and Reminder object. Survey Instance Instruments Instrument 1 Instrument 2 Instrument 3 Instruments Statuses Instrument 1 Canada (Received) Instrument 2 Canada (Sent/Requested) Instrument 3 Canada (Sent/Requested) Survey Instance s John Smith (Respondant) Maria Johnson (Respondant) Ambassador (Official CC) Targeted Countries Canada Mailout and Reminder object for : John Smith Pending Questionnaires Ed A Ed B Mailout and Reminder object for : Maria Johnson Pending Questionnaires Ed A Ed B Mailout and Reminder object for : Ambassador Pending Questionnaires Ed A Ed B Questionnaire : Questionnaire 2 English Name : Ed A Country : Canada UIS Working Language 1 : English Questionnaire : Questionnaire 3 English Name : Ed B In this image, no Survey Instance s and no Instruments Statuses are marked as not being reminded before a certain date. Step Update the CC field (for internal purpose) The system will get the names of the other contacts (with a Survey Instance Type equal to Respondent ) that are linked to the same Country, based on the selection made at steps 3.2, and update the temporary CC field in the Mailout and Reminder object with the list of names and their corresponding organization. The name of the current contact will be excluded from the list. For countries with only one respondent, the CC field will be blank. 8

21 Survey Instance Targeted Countries Canada USA Survey Instance s John Smith (Respondent) Maria Johnson (Respondent) Rick Nelson (Respondent) Ambassador (Official CC) Norah Lu (Respondent) Craig Willis (Respondent) Secretary (Official CC) Mailout and Reminder object for : John Smith CC Maria Johnson Bibliothèque de Montréal Rick Nelson Canadian Heritage Mailout and Reminder object for : Maria Johnson CC John Smith Groupe SCI Rick Nelson Canadian Heritage Mailout and Reminder object for : Rick Nelson CC Maria Johnson Bibliothèque de Montréal Rick Nelson Canadian Heritage Mailout and Reminder object for : Ambassador CC John Smith Groupe SCI Maria Johnson Bibliothèque de Montréal Rick Nelson Canadian Heritage Step : Create an ( Send) The communication language for a corresponds to its Country s first or second UIS Working Language, first one matching with a language supported in the list of Templates associated with the Survey Instance. The system will select the appropriate Template for this Send, based on the language (as mentioned just before), and the communication type (Mailout or Reminder) Create a connection between the Send and the Mailout and Reminder object. Associate the to the Send Step : Post the ( Send) Mark the Survey as processed for the Mailout (mailout only). Then, process the next Survey Instance Step 3.4 (for Reminders): Calculate the next Reminder Date based on the Frequency in months. The system will generate a log with relevant information that will explain the process, and link the log entry with the Survey Instance. This log will be linked to the Survey Instance, as a sub entity Creation of Instruments Statuses : 76 records created Could not create Instrument Statuses for Cambodia and Questionnaire 1 Update of CC fields : 45 contact updated Creation of Sends : 3 records created Creation of Sends : Cannot find a supported language for Congo 2.3 Mailout relaunch A Survey Instance sometimes need to be relaunched, when some Countries or s were added after the original launch of the mailout. After adding a Country to the Targeted Countries, the user will select the Targeted Country, and click on the Create s button. This feature will create the Survey Instance s for this Country, following the same procedure than described in the Processes section, but only for the selected Country instead of all Countries. The system will automatically create links between Survey Instance s and the existing Instruments. Once the new records have been created, the Mailout can be relaunched by clicking on a Relaunch Mailout button on the Survey Instance command bar. The system will then process the Mailout for the Survey Instance s that have not been treated in a previous Mailout, following the process described in the previous 9

22 Mailouts and Reminders section, starting at step 3. The creation of Sends and their posting will take effect immediately when the Relaunch Mailout button is clicked. 2.4 Bounce When ClickDimensions will detect that an has bounced (hard bounce only), the system will create a Task assigned to a team and regarding the Send linked to the bounce event ( Event). An has bounced for the contact Anna Harrison [email protected]. Please validate the address of this contact, and complete the current task afterwards. When the user completes the Task, the system creates a new Send based on the one that created the that bas bounced, create the appropriate objects and send the Send to Click Dimension to process it. Hard Bounce Types: Invalid recipient DSN failure No recipient could be determined for the message The new sent will contain the same body text than the one that previously bounced. Note: Soft bounces will be recorded by ClickDimensions but the system will not take action. 2.5 Clone a Survey Instance To clone a Survey Instance, the user will select the source Survey Instance and start a dialog that will guide him/her through the process. The dialog will ask the user to input values for required fields that are particular to the Survey Instance to create (Code, Reference Year, Survey Year and Mailout Launch Date), and will then create the new Survey Instance, with the new input values and some values from the source Survey Instance. The following entity fields and relationships will be cloned from the source Survey Instance to the newly created Survey Instance: Targeted Countries Instruments Survey Instance Packages Templates to use Survey Instance fields o Survey o Survey Type o Description o Theme o Other Theme o Programme Area o Frequency o Numbers of Questionnaires o Questionnaire Needs o Number of Countries o Number of Languages o Objective o Data Users (major clients) 10

23 The user will then follow the same procedure than explained earlier, in the Survey Instance Management section, starting at step 5. 11

24 3.1 Global Support Multi Site 3 GENERAL SYSTEM WIDE REQUIREMENTS The deployment of the CRM will allow external access for ClickDimensions being able to process s and gives feedback on the different events Multi Language The CRM will support the 5 official languages for data input, but application labels and messages will be provided in English only. 3.2 Data Management Data Cleansing UIS will be responsible for the creation of data and association between all of them (surveys, questionnaire topics, countries, contacts). The Contractor will provide a list of steps to manage the contents of the current database and set it to be properly populated as required in the functionalities described. 3.3 Organization Structure 3.4 Security Teams A team will need to be designed as the one to be used for the creation of tasks for the management of bounce s Roles The existing security roles will be migrated to the new system. UIS and the Contractor will have to discuss if new security roles will be required. A new security role will be created to give permission for contacts deactivation Privileges The existing privileges will be migrated to the new system. UIS and the Contractor will have to discuss the details for the security privileges of the various new entities Field Security Profile A new field security profile will be created to secure the accessibility to the survey instance confirmation checkbox. 12

25 4 ISV SOLUTIONS 4.1 ClickDimensions ClickDimensions will be used to manage communications between UIS and the Countries. 13