ECONOMIC AND WORKFORCE DEVELOPMENT THROUGH THE CALIFORNIA COMMUNITY COLLEGES

Transcription

1 San Joaquin Delta College On behalf of ECONOMIC AND WORKFORCE DEVELOPMENT THROUGH THE CALIFORNIA COMMUNITY COLLEGES CONSISTING OF Over 100 training and counseling centers Dedicated to business and workforce development REQUEST FOR INFORMATION FOR: A CLIENT RELATIONSHIP MANAGEMENT DATABASE ISSUED: August 10, 2009

2 1. GENERAL INFORMATION 1.1 PURPOSE San Joaquin Delta College (Delta) and California Community Colleges Economic and Workforce Development Program (EWD) are releasing this Request for Information (RFI) to obtain information for the development and implementation of a Client Relationship Management (CRM) Database for the EWD program. The functional requirements for the CRM will allow users to input data and access client information from the EWD programs at over 100 locations. The CRM will also provide reports meeting government requirements for time tracking, fiscal tracking and allocation as well as producing ad hoc reporting capabilities for management and overall monitoring and evaluation purposes. The EWD program is soliciting information for the above project which will inform the EWD leadership of the options available, estimates of cost, and implementation timeframes. EWD seeks to gain a better understanding of the available approaches and therefore, responses are being solicited from a wide range of respondents in accordance with the objectives and the parameters established in this document. Vendors may submit a response that includes one or more proposed solutions. However, responses should separately address all applicable information sought in Section 4.5 of this RFI as it pertains to each solution. EWD s preliminary objectives for the enhancement of a DCS towards a Client Relationship Management (CRM) Database include: Retain best concepts and features of Web CATS, RHORC and DCS (current programs) Streamline program operations: Seek ways to automate or streamline data entry. Streamline screen navigation. Provide better operational reporting. Provide better management and administrative reporting Explore expanding access for off-site (internet) access for additional users Seamlessly integrate with existing scheduling, word processing and spreadsheet software RFI OBJECTIVESS Evaluate vendor supply information to conduct a comparative analysis of the possible solutions, to aid in determining the optimal approach to providing a CRM database for the EWD program Identify possible automated solutions for improved management of essential economic development activities Identify new CRM technology, best practices and business initiatives to be considered in the CRM database development planning process LIABILITY 2

3 This RFI has been issued to obtain information only and is not intended to result in a contract or vendor agreement with any respondent. EWD is seeking vendor community insight and information prior to finalizing business, functional, operational, and technical requirements for a Request for Proposal (RFP). This solicitation for information does not commit EWD to publish a RFP or award a contract. EWD and/or Delta shall not be held liable for any costs incurred by the Vendor in the preparation of its response. The issuance of an RFP as a result of information gathered from these responses is solely at the discretion of EWD. Should an RFP be issued, it will be open to qualified vendors, whether or not those vendors chose to submit a response to this RFI. The RFI is not a pre-qualification process. 2. PROJECT DESCRIPTION The Economic and Workforce Development Program provides a wide range of services to California s businesses and workers regarding all phases of business and workforce creation and sustainability. The Program serves as the clearinghouse to either provide for or to direct participants to resources focusing upon creation of businesses, retention, recruitment, financing, procurement, international trade, extensive workforce educational services and research. Participants and clients may include businesses, workers, colleges, government, etc. The Program includes ten Initiatives (see for a complete description) located across California at more than 70 colleges that host 100 centers. Annually, more than 35,000 businesses are facilitated and 250,000 (unduplicated) workers are trained. Herein, any references to EWD are references to an integrated organization with non-integrated data. The EWD services California businesses by providing: Assistance with business creation, expansion and retention Assistance with workforce training in emerging technologies or areas of great need (see Research on emerging industries and state trends Curricula and training module development for the community college system Assistance in working with all facets of state, federal and local governments Assistance to businesses interested in entering the field of Federal and State procurement Assistance in issues of international trade Rapid response to businesses faced with layoffs or similar job actions The EWD program is releasing this RFI in order to obtain either a commercial off the shelf product or to recreate the existing DCS that can be customized to integrate input and collection requirements of ten separate business and workforce development programs within EWD while maintaining the integral database functions, and government reporting formats inherent in currently employed Softshare, RHORC and DCS databases/services. The intent is to share information among the programs based upon common identifiers (e.g., company, location) such that members from all of the programs housed within EWD are informed of all levels of client contact. The sharing of information will lead to a delivery of streamlined services to our 3

4 customers by increasing inter-staff awareness of client related activities and eliminating redundant entries/activities. The research gathered throughout the RFI process will be the foundation of the requirements included in a future request for proposal. The Program anticipates evaluating a future vendor upon its ability to recognize and customize a program based upon the similarities and differences (e.g., varied levels of confidentiality) inherent in all of the programs. As client services drive schedules and actions, smooth integration with scheduling and application software is essential. 3. POTENTIAL SOLUTIONS located on an existing server within EWD, or located on an external server with internet connectivity All proposed solutions should address the following State requirements: The need to meet all governmental data collection and reporting requirements for appropriate grants and contracts administered by the Division or a Center. The ability to share client data between members of EWD. Flexible design in anticipation of expected changes in the future, including possible expansion via the internet to additional field users or addition of programs or initiatives or incorporation of additional data sources. And if workable, migration and preservation of existing data currently housed in each program s system. 4. RESPONSE INSTRUCTIONS 4.1. RESPONSE SUBMISSION AND DUE DATE Vendors are requested to submit their response by August 26, Please provide one (1) original and three (3) hard copies, total of 4 (four) copies, of your response to: Mary Wollesen, Project Director 212 Reward Street Nevada City, CA

5 4.2. SCHEDULE OF EVENTS DATE EVENT August 10, 2009 August 19, 2009 August 21, 2009 August 26, 2009 September 2-9, 2009 RFI Issued questions to Project Director Responses to questions available Vendor responses due Conduct presentations The RFI is posted at Delta and US SBA websites. The EWD Project Development Team leading this effort will review the responses. Vendors may or may not be contacted to provide an oral presentation of their solution RFI INQUIRIES For inquiries regarding this RFI, please contact: Mary Wollesen, Project Director VENDOR CONTACT Please provide a main contact name, address, address, and telephone and fax number in each response REQUESTED INFORMATION EWD is seeking a better understanding in the areas listed below. Please respond concisely and completely. Base responses on current, not planned, capabilities Briefly describe the vendor s organization, client base, financial stability and history. Please keep generalized marketing material to a minimum Describe any experience/expertise specific to State/Education/Organization Economic Development related databases. 5

6 Provide your experience with adherence to State standards, minimization of impact on State staff, minimization of impact on providers and recipients Provide an overview of the technology and service offerings that you currently provide. Provide a breakdown of the number of customers served currently by your various product offerings Describe savings you have achieved with other state/education economic development authorities or commercial accounts as a result of your services/product Include details of the proposed software solution including database management system, licensed software for data retrieval and reporting, proposed approach to developing the custom-built software components, and, when appropriate, compatibility with other state systems software EWD is interested in a comparative analysis of the advantages and disadvantages, as well as the comparative costs of the two probable scenarios, which have been identified in section three. Please state your analysis/recommendations for one or all of the proposed scenarios Every project has certain inherent risks. Describe the significant risk factors associated with your solution and how you would mitigate them Describe the platform that your system operates on (database, code base, etc.). Describe and wraparound systems that you offer to augment the claims payment function such as a front-end document imaging, OCR, claims re-bundling, credentialing, or medical management. If any of these systems are third party systems, please note Describe any technology that you have used to address the challenges inherent in meeting the demands of an environment consisting of constant regulatory and technological changes, with expanding requirements for data sharing. EWD s specific interest include: new technologies/architectures developed and implemented for economic development or other related programs that resulted in program savings, greater staff efficiency, web functionality error reduction, and similar benefits; development strategies and technology that achieve a rapid turnaround time for incorporating regulatory changes Please describe how the proposed product solution could allow the complete sharing of client contact information between ten separate programs (See for complete Initiative descriptions) Please describe your recommended approach to converting data from the existing databases (e.g., ACT, Web CATS) to its successor. In doing so, describe your basic strategy and the specific tasks to be undertaken to execute the conversion Please describe how the database will interface with current internal databases (most access based), one of which is used to provide standardized information to the Federal Government. In particular, the Center utilizes Softshare to populate the data included in the database called Web Cats Please provide suggestions and considerations as to how the product could extract information from online activities, such as surveys, questionnaires, and registrations. Also provide thoughts and cost estimates for creating web based services, such as online surveys and registration, as well as a database of NH companies that is publicly accessible and searchable by product key words and/or product codes (i.e. SIC, HS, NAICS) Please describe your recommended approach for providing the following essential database features: 6

7 Product mail merge features The feature of using previously stored information to auto fill fields with choices for entry At a minimum, the product should include all of the fields present in the current databases. A minimal field set is included in a sample report as an attachment to this RFI. This includes multiple fields for business contacts, communication information, and user defined fields, with a degree of flexibility for the administrator to create additional fields Ability to access client information simultaneously with the offer of read only when the file is being accessed by another user Wildcard data searches Customizable reports, as well as standard reports required by other state and federal programs for the purpose or program measurement and billing. Full remote access via the internet for state employees using a secure logon procedure Time tracking functions that integrate with Microsoft Outlook, and allow for allocation to projects and staff, with the ability to add subgroups (e.g., NAICS codes) A dashboard feature which presents real time information and is customizable by the user Tracking of referrals to and from the business units and to other external sources Compatibility with existing telecommunications and networking devices, to include Pocket PCs, mobile phones, Blackberry s (or similar technology) and laptops Calculation of number and types of jobs created and the square footage impact from new and expanding businesses Please describe your recommendation approach for the training of employees to ensure that all are proficient in the usage of the software and the creation of reports Please describe the services available for onsite support for the project for a period of two years from the point of successful installation of the product. Additionally, please detail the routes of communication by which staff support can be efficiently obtained EWD considers this to be a complex project that may span an extended period of time and requires both capability and commitment from a vendor. EWD is interested in gaining a better understanding of your approaches to managing a similar project. Because EWD is familiar with standard system development methodologies, the preferred emphasis should be on an explanation of the rationale for timeline decisions and insight into your strategies and concerns for managing the timeline Please provide suggestions and considerations for EWD to evaluate as we develop the cost model and associated evaluation criteria, Describe your pricing/reimbursement methodology(ies). Include costs and suggestions for implementation, hardware or data lines, upfront licensing, ongoing licensing, and maintenance and support. Include a copy of your boiler plate customer contractual agreement Provide estimated costs, implementation time frames, and resource necessary for the solution that you propose to be most advantageous Please provide a description of the ongoing cost for maintaining your solution post deployment. Give specific information as to the numbers and types of resources required to maintain the solution. 7

8 If the bid that you provided needed to be reduced by 5%, 10%, or 15%, identify areas that you would recommend be trimmed or eliminated to meet the required bid reduction Please feel free to include any additional comments or suggested alternatives, as deemed appropriate based on your industry knowledge and expertise that you feel would be beneficial to EWD. 5. VENDOR PRESENTATION Based on interest that is generated following the review of responses to this RFI, some vendors may be invited to present an overview of their company and services to representative of EWD. There is no guarantee that a vendor may be asked to provide a presentation. All presentation costs incurred by the vendor shall be borne by the vendor. 6. CLOSING The California Community Colleges Economic and Workforce Development Program thanks you for your efforts in preparing a response. Although this Request for Information does not require EWD to issue a Request for Proposal or to award a contract, it is anticipated that the information gathered in this project will be highly beneficial and will be used in the process of gathering requirements. 8

9 Appendix A Data Element Samples Clients Tools Participants Outcomes Reports Community Colleges Consulting Business Owners Business Started Any Time Frame: Business Owners Workshops Other Management Business Retained Annual Reports Cities Seminars Employees Jobs Created Quarterly Reports Counties Not-For-Credit Courses Students Jobs Retained By Data Elements Workforce Investment Boards For-Credit Courses Faculty Government Contracts By State EWD Basic Skills Training International Contracts Initiatives Contract Training Other Contracts Centers Curricula Developed Loans Received Facilitators Training Developed Equity Investments Sub Client Data Reports Research Report Completed Sales Increases (gender, NAICS, etc.) Internships Apprenticeships Curricula/Training Introduced Research Disseminated 9