UNIVERSITY OF MARYLAND UNIVERSITY COLLEGE

UNIVERSITY OF MARYLAND UNIVERSITY COLLEGE REQUEST FOR PROPOSAL # 90979 FOR A Customer Relationship Management System (CRM) ISSUE DATE: 11/2/2011 SIGNIFICANT MILESTONES TIME: DATE Last Day for Questions 2 PM 11/10/2011 Proposal Due Date: 4 PM 11/16/2011 Interview Dates if conducted November 29 th and November 30 th WARNING: Prospective proposers who have received this document from a source other than the Issuing Office should immediately contact the Issuing Office and provide their name and mailing address in order that amendments to the Request for Proposal or other communications can be sent to them. Any Prospective Offeror who fails to notify the Issuing Office with this information assumes complete responsibility in the event that they do not receive communications from the Issuing Office prior to the closing date. UNIVERSITY OF MARYLAND UNIVERSITY COLLEGE 3501 University Boulevard East Adelphi, Maryland 20783 www.umuc.edu Page 1 of 55

CRM THE UNIVERSITY OF MARYLAND, UNIVERSITY COLLEGE RFP # 90979 TABLE OF CONTENTS SECTION # I II III IV V DESCRIPTION INSTRUCTIONS TO PROPOSERS SCOPE OF WORK/REQUIREMENTS PROPOSALS REQUIREMENTS EVALUATION AND SELECTION PROCESS GENERAL TERMS AND CONDITIONS APPENDIX A: Technical Proposal Forms Questionnaire Regarding Firms Product and Specifications Reference Form Bid/Proposal Affidavit Acknowledgement of Receipt of Addenda Form APPENDIX B: Price Proposal Form APPENDIX C: Contract Forms UMUC Contract Contract Affidavit APPENDIX D: Electronic Fund Transfer Schedule Page 2 of 55

INSTRUCTIONS TO PROPOSERS FOR A CRM 1.Summary: SECTION I The University of Maryland University College (UMUC) is a public higher education institution with the mission of meeting the educational needs of the nontraditional student. University of Maryland University College ( UMUC or University ) is soliciting proposals to obtain a Customer Relationship Management (CRM) system. UMUC desires to upgrade the existing CRM platform to a web / cloud based system that will support various departments in the university. UMUC invites qualified vendors ( Agency, Contractor, Offeror, or Proposer ) to submit proposals to meet the requirements of this solicitation. This solicitation shall be conducted in accordance with University System of Maryland Procurement Policies and Procedures ( USMPPP ). Specifically, the procurement method being utilized shall be Competitive Sealed Proposals. This solicitation document is also posted on UMUC s Electronic Bid Board at www.umuc.edu/procurement. The awarded Firm must provide the requirements as outlined in Section II of this RFP document. UMUC, one of the eleven degree-granting institutions of the University System of Maryland ( USM ), is a global university, specializing in high-quality, career-oriented degree and certificate programs tailored to the current workforce. Though a combination of classroom and distance learning formats, UMUC provides educational opportunities for lifelong learning to a varied student clientele nationally and internationally and has earned a worldwide reputation for excellence as a comprehensive virtual university. UMUC serves its students and clients through undergraduate and graduate degree programs. University of Maryland University College is a unique institution with a unique mission. As the Open University of Maryland and of the United States, we are committed to being the University of choice for working adults and other nontraditional students who constitute our three historic constituencies: residents of the State of Maryland; members of the U.S. Armed Services and their families; and national and international students pursuing their higher education goals online. Students can take UMUC courses in classrooms at locations in Maryland and the national capital region, in classrooms on U.S. military bases throughout Europe and Asia, at work sites through contractual arrangements with employers, and anywhere in the United States and throughout the world via the Internet. UMUC is headquartered in Adelphi, MD and has major operating division headquarters in Heidelberg, Germany and Yokota Air Force Base, Japan. These European and Asian divisions currently provide higher education to U.S. military personnel stationed in more than 125 U.S. military installations in 28 foreign countries. Please visit www.umuc.edu for additional information about UMUC. 1.2. Procurement of the CRM Contractor will consist of a Technical and Price Proposal Submittal, and potentially Oral Presentation/Discussion/Demonstration Sessions. Upon selection of the Contractor and receipt of applicable approvals, a contract will be fully executed with the successful firm. 1.3 The University anticipates the award in December 2011 with a contract in place with the successful Proposer in December 2011. Page 3 of 55

2. Issuing Office: 2.1. The Issuing Office is: University of Maryland University College Procurement Office, Room UC-310 4716 Pontiac Street College Park, MD 20740 Attn: Janet Foster AVP Procurement Services 240-684-5141 jfoster@umuc.edu 2.2 The Issuing Office shall be the sole point of contact with the University for purposes of the preparation and submittal of proposals in response to this solicitation. 3. Questions and Inquiries: All questions and inquiries regarding this procurement are to be directed to the individual referenced with the Issuing Office above. All such questions and inquiries must be received by 2 PM on November 10, 2011. It is preferable that questions be submitted via e-mail to jfoster@umuc.edu. Inquiries will receive a written reply. Copies of replies will be sent to all other Offerors, but without identification of the inquirer. All addenda issued will also be posted at UMUC s Procurement website on the Electronic Bid Board at www.umuc.edu/procurement 4. Addenda Acknowledgment Prospective offerors responding to this RFP must acknowledge the receipt of any, and all, addenda, amendments and/or changes issued. Receipt of the addenda, amendments and/or change issued must be acknowledged in writing by offerors and included in the technical proposal. 5. Proposal Closing Date/Due Date and Time 5.1. An original plus nine (9) copies (for a total of 10) of the Technical Proposal and one original and one copy of the Price Proposal must arrive at the Issuing Office by November 16, 2011 on or before 4:00 p.m. in order to be considered. The Price Proposal and Technical Proposal are to be in separate sealed envelopes/containers. Proposers are requested to clearly mark the "original" set of the Technical Proposal and Price Proposal. No pricing quotation information is to be provided in the Technical Proposal. If any pricing information is included in the Technical Proposal OR if the Technical and Price Proposals are not in separate sealed envelopes, the proposal may be deemed non-responsive by the Procurement Officer 5.2. Price Proposals. Price Proposals will only be opened for those firms shortlisted as a result of the Technical Evaluation. Price Proposals not opened will be returned to the Offeror unopened. Page 4 of 55

5.3. LATE PROPOSALS CANNOT BE ACCEPTED. Proposals are to be delivered to the University's Procurement Office, University of Maryland University College, Procurement Office, Room UC-310, 4716 Pontiac Street, College Park, MD 20740. The University recommends against use of mail or delivery services which will not guarantee delivery directly to Suite 310. Proposals delivered to the campus central mail facility or to locations other than Suite 310 will not be considered "received" by the University until they arrive at the Suite 310 Reception Desk and are clocked in. The University will not waive delay in delivery resulting from need to transport a proposal from another campus location, or error or delay on the part of the carrier. Directions to the UMUC Procurement Office can be found at the website http://www.umuc.edu/visitors/locations/uc_building.cfm. 5.4. Proposers mailing proposals shall allow sufficient mail delivery time to insure timely receipt by the Issuing Office. Proposals or unsolicited amendments to proposals arriving after the due date and time will not be considered. 5.5. UMUC s Procurement Office is located on the third floor of the UMUC University Center (UC) which is located at 4716 Pontiac Street in College Park, Maryland. The UC building is accessible by the general public between the hours of 8:00 a.m. and 5:00 p.m. Monday through Friday with exception of University holidays. The Procurement Office is accessible to the public through the ground level after signing in with the UMUC security guard. Once you are inside the building, take the elevator or stairs to the third floor and follow the room numbers to Suite 310. Directions to UMUC University Center (UC) site complex are available at http://www.umuc.edu/visitors/locations/uc_building.cfm. Vendors must allow sufficient time in delivering proposals to solicitations to the UC building, Suite 310, to ensure timely receipt by the Issuing Office.. 6. Receipt of Proposals. Proposals will not be opened publicly; nor, can the identity of Proposers (individuals or entities) submitting proposals ( Proposers ) be disclosed prior to actual contract award. 7. Duration of Offers. Proposals (Technical and Price Proposals) submitted in response to this solicitation are irrevocable for 120 days following the closing date. This period may be extended by mutual agreement between the vendor and the University. 8. Rejection or Acceptance of Proposals. The University reserves the right to accept or reject any and all proposals, in whole or in part, received as a result of this RFP, to waive minor irregularities, to negotiate in any manner necessary to best serve the interest of the University. Further, the University reserves the right to make a whole award, multiple awards, a partial award or no award at all. Offerors judged by the procurement officer not to be responsible or offerors whose proposals are classified as not reasonably susceptible of being selected for award shall be so notified. The University reserves the right to increase or decrease the quantities of any materials, equipment, supplies or services. 9. Cancellation of the RFP. UMUC may cancel this RFP, in whole or in part, at any time. Page 5 of 55

10. Incurred Expenses. Neither UMUC nor the State of Maryland is responsible for any expenses that Offerors may incur in preparing and submitting proposals or in making oral presentations of their proposals, if required. 11. Minority Business Enterprises. Maryland State Certified Minority Business Enterprises (MBE) are encouraged to respond to this solicitation. 12. Assistance in Drafting. Under the State Government Article 15-508 of the Annotated Code of Maryland, an individual or person who employs an individual who assists an executive unit in drafting specifications, an invitation for bids, a request for proposals for a procurement, or the selection or award made in response to an invitation for bids or request for proposals may not submit a bid or proposal for that procurement or assist or represent another person, directly or indirectly, who is submitting a bid or proposal for that procurement. For questions regarding the applicability of this provision of the Public Ethics Law, contact the State Ethics Commission, toll-free phone number 877-669-6085, or see the website ethics.gov.state.md.us. 14. Contractual Agreement. The UMUC contract, including any software license, to be entered into as a result of this RFP (the Contract ) shall be by and between the Proposer and the University and contain the mandatory provisions included herein in Appendix C as well as any additional terms required by the University or the State of Maryland and the software license terms to be negotiated between UMUC and the Proposer. By submitting an offer, the Proposer warrants that they have reviewed Appendix C and will execute a contract with these mandatory terms and conditions upon request by UMUC, as may be negotiated. For accounting purposes only, UMUC will also issue a purchase order to the awarded firm. The Contractor s software license for the proposed product is to be submitted with the technical proposal for University review and comment. The Contractor is advised that upon the University s review of the Contractor s software license, the University may negotiate the terms and conditions of the vendor s software contract so that no terms conflict with the University s mandatory provisions included in Appendix C or other USM Policies and Procedures as well as are in the best interest of the University. 15. Term of Contract. Any contract arising from this RFP action shall commence on the date the contract is executed on behalf of UMUC, or such other date as UMUC and the Contractor shall agree. The term of the contract will be for the scope of work as defined in Section II of the solicitation documents, anticipated to start on or around December 2011 and to be in effect until June 30, 2013 with option to renew, at the University s sole option, for four (4) additional one year periods. 16. Acceptance of Terms and Conditions. By submitting an offer in response to this RFP, an Offeror shall be deemed to have accepted all the terms, conditions, and requirements set forth in this RFP. The RFP including all addenda in total shall be incorporated into the contract by reference. 17. Payment. The State of Maryland usually provides payments on a net 30 day basis for UMUC approved invoices. Payment provisions shall be in arrears, with late payment and interest calculated as Page 6 of 55

provided by Maryland law. For purposes of determining whether a prompt-payment discount, if applicable, may be taken by UMUC, the starting date of such reckoning period shall be the later of the date of a properly executed invoice or the date of completion of service and/or delivery of product. 18. Electronic Funds Transfer ( EFT ). By submitting a response to this solicitation, the Offeror agrees to accept payment by electronic fund transfer unless the State Comptroller s Office grants an exemption. The selected Offeror shall register using the form attached as Appendix D, the GAD X-10 Contractor EFT Registration Request Form. This form is to be submitted directly to the Comptroller s Office (not to UMUC). Any request for exemption must be submitted to the State Comptroller s Office for approval at the address specified on the GAD X-10 form and must include the business identification information as stated on the form and include the reason for the exemption. 19. Access to Contractor Records for Quality Assurance and Auditing Purposes. The Contractor and its principal subcontractors must provide access to pertinent records by University personnel or its representatives (including internal auditors, external auditors, representatives, or agents) to provide quality assurance and auditing. 20. Procurement Regulations. This RFP shall be conducted in accordance with USM Procurement Policies and Procedures. The procurement method is Competitive Sealed Proposals. The text of the Policies and Procedures is available at http://www.usmd.edu/regents/bylaws/sectionviii/s5.html#compsealed. 21. Confidentiality of Information The selected Contractor may have access to, may obtain, or be given confidential information, including without limitation information concerning the University s business strategies, political and legislative affairs, students, faculty, employees, vendors, contractors, customer lists, finances, properties, methods of operation, computer and telecommunication systems, and software and documentation. Certain confidential information may be protected under the Family Educational Rights and Privacy Act ( FERPA ), the Gramm-Leach-Bliley Act, and the Maryland Public Information Act. The selected firm must have administrative, technical, and physical safeguards to protect the security, confidentiality, and integrity of the University s confidential information. UMUC may conduct discussions with Offerors in order to evaluate their abilities and responsiveness to the RFP. In order to facilitate the discussions and to allow Offeror to propose responsive solutions to UMUC s needs and requirements, UMUC is willing to disclose certain confidential information to Offeror, including without limitation information concerning UMUC s business strategies, political and legislative affairs, students, employees, vendors, contractors, customer lists, finances, properties, methods of operation, computer and telecommunications systems, and software and documentation ( Confidential Information ). By submitting a proposal in response to this RFP, Offerors agree: (i) to use Confidential Information solely for purposes of responding to and discussing the RFP; and (ii) not to disclose, permit or cause use of, or provide access to Confidential Information to any third person or entity. Upon request by UMUC, Offerors may be required to sign a Non-Disclosure Agreement. END OF SECTION I Page 7 of 55

SECTION II REQUIREMENTS UMUC seeks to acquire a web/ cloud based Customer Relationship Management (CRM) system to replace its current system. UMUC currently uses GoldMine Premium version 8.03 as our CRM platform, which is run on a SQL Server 2008 v2 database for our State-side operations. Overseas operations run a mobile version of GoldMine developed by a GoldMine partner. Stateside users outside of the UMUC firewall access our CRM through a VPN connection over Terminal Services. Additionally, there are several webservers that provide reporting,.net interfaces to the CRM database for select Business Processes and external facing web forms. Developed user dashboards provide in-application reporting for users and managers to better production. Daily, Weekly and Monthly reports are run off of MS Reporting Services. The current CRM also has an archive database for records that are more than 2 years old in each system. We utilize a.net interface for record restoration from the archive and SQL jobs to archive records on an as needed basis. The CRM currently interfaces with PeopleSoft v 8.0 to read student data. The CRM copies PeopleSoft tables to our SQL Server data twice per day. The CRM also integrates with Oracle Servers to import data from the University s new Form Generator tables. Select forms have also been developed that drop information into tables in our SQL Server environment. The new CRM platform must address the student, faculty and corporate lifecycles in the UMUC environment. The CRM must integrate with the Document Management System, IT Service Management System (ServiceNow), Identity Management, Student Information System (PeopleSoft) and have a web services process for external lead acquisition. Call center tracking and escalation are required for the Service Center, a student level 1 help desk. Data migration from legacy and archived systems, mapping and data accessibility plans are high impact areas for UMUC CRM users. The new CRM solution will need to accommodate for the growth of our CRM user population while keeping growth of our onsite support personnel to a necessary minimum. Contractors are advised that version control, maintenance, and continued support available to UMUC are extremely important to UMUC. 1. High Level Scope 1.1. User Base 1.1.1. Office of the President 1.1.2. Partnerships and Strategic Alliances 1.1.3. Community Relations 1.1.4. Office of Enrollment Management 1.1.5. Graduate School of Management and Technology 1.1.6. School of Undergraduate Studies 1.1.7. Office of Institutional Effectiveness 1.1.8. Marketing and Communications 1.1.9. Student Accounts 1.1.10. Institutional Advancement 1.1.11. Student Affairs 1.1.12. Military Operations 1.1.13. Strategic Enrollment Initiatives 1.1.14. Financial Aid 1.1.15. IT for Maintenance & Support Page 8 of 55

1.1.16. Corporate Learning 1.1.17. National Leadership Institute 1.1.18. Human Resources 1.1.19. Effective Writing Center 1.1.20. Textbooks 1.2. Divisions 1.2.1. Europe 1.2.2. Asia 1.2.3. Stateside 1.3. Key Non functional Features 1.3.1. Usability Flow of the application should be logical and easy to document 1.3.2. Scalable Application should be flexible and allow for ease of adding users, data and features in the future 1.3.3. Performance The application should be able to handle a large number users accessing from multiple countries and connectivity levels 1.3.4. System shall support at least an estimated call volume of up to 6,500,000 customer interactions per year and a maximum of 700,000 calls per month and accommodate a potential 20% growth per year 1.4. Key High Level Features 1.4.1. Call Center Capability - tracking issues, tickets and level 1 and 2 helpdesk issues 1.4.2. Case management - Ability to display history of interactions with student faculty or a corporate entity 1.4.3. Computer Telephony Integration 2. Detailed Features Required Section/ Requirement ID Integration Points 1.0 Log In CRM Solution Requirements UMUC is working towards a Single Sign on method for all Enterprise services and applications. The new CRM solution must have the capability of working with this initiative. SAML Integration is preferred, LDAP integration is acceptable. Page 9 of 55

Section/ Requirement ID CRM Solution Requirements 1.1 PS Integration People Soft is the primary system of record for student, faculty and staff identity and affiliation (e.g., enrollment, program of study, job/role, etc.) for UMUC. The CRM solution must be able to integrate with PS 8.03 if implementation is prior to April of 2012 or PS 9.0 if implementation of the new CRM solution is after April of 2012. For certain modules there may need to be two-way integration with People Soft 1.2 Service Now Integration CRM solution must be capable of integration with Service Now. Service Now is used in the UMUC IT help desk departments. Call center system integration and the option to choose what information is shared between the new CRM and Service now is required 1.3 Parature Integration CRM solution must be capable of integration with Parature. Parature is used as the service center platform by UMUC s Office of Human Resources 1.4 Migration Services There must be the capability to migrate data from UMUC s existing CRM platform(s). Data to migrate will include: Lead Contact Contact History Knowledge Base 1.5 Other Integration Points There must be the capability to integrate with other systems. Example systems that may need integration would include: Learning Management systems, Document Management Systems Integration via Web services API for possible in house or COTS development integration including SOAP and REST web services Integration via other software development kits (SDK), preferably Java Google AdWords Google Apps integration Phone Integration: CTI Through Avaya XMPP Integration ability for UMUC delivered chat platform to integrate (Google Talk, WebEx or Openfire) Social networking platforms have the ability to service customer inquiries from social networking platforms, including Facebook and Twitter Page 10 of 55

Section/ Requirement ID CRM Solution Requirements 1.6 Data Access/Data Warehouse Integration The solution must provide direct and service layer access to all UMUC data for aggregation in UMUC s enterprise data warehouse, and publish a data model describing entities and their relationships. Access methods should include: JDBC Direct database (SQL or SQL emulation) SOAP web services The solution must describe any/all native or partner-developed mechanisms or accelerators for integration with an enterprise data warehouse (e.g., pre-built Extract, Transform and Load processes). World Wide Requirements 2.0 UMUC is a global University The CRM solution must take into account the most remote of UMUC locations and how to best provide working functionality through forward thinking technologies. The CRM Solution should take this into account to make sure to meet the needs of UMUC CRM users globally. Remote users should not need to use a VPN or remote access service to access the new CRM solution. CRM connection should be implemented to enhance performance keeping in mind the possibility of limited infrastructure Time Zone Preference feature Locale Preference feature for profile and dashboard settings Language Preference feature Light weight or cloud client to accommodate remote users Page 11 of 55

Features and Functional Requirements 3.0 Accounts & contacts Account Management: This set of functionality addresses post activities, follow up tasks and notes Effectively manage contacts, accounts, pipelines, and related activities Generate accurate and timely forecasts, and manage quota performance across teams and territories lead tracking opportunity management competitor tracking Web-to-lead capture account history, key contacts, customer communications 3.1 Content Library / Knowledge Base Share presentations or other marketing items for customer profiles Document attachments and sharing Quickly find knowledge articles for call center resolution or other customer service items Create new knowledge base items or content items document creation. Easy documents creation. Ability to migrate document to appropriate location: Either knowledge base, content library or call center issue documentation Ability to search through external documents in other systems (DMS integration) or the ability to load documents or link documents into the CRM solution Knowledge creation workflow features: process to review the documents and posting them to the appropriate audience Knowledge documentation process for cleaning up information as needed in the future or modifying the documentation permission based and approval process History trail for documentation modification Documentation listing and searching features based on need and popularity etc Advanced search capabilities for the knowledge base articles and materials, the ability to refine a search when the result set is too large would be a great asset. Permissions defined by the group or individual, profile creation for various call center user groups for faster knowledge and content searching 3.2 Mobile Access / Mobile customization & administration Align for future mobile/portable connection options provide on-the-go staff with anytime, anywhere access to up-to-the-minute customer data Laptops, tablets, Blackberry, Android and iphone devices etc. Field service management to include: customer issues, performance metrics, Note taking, field service teams management Signaling capabilities to wireless devices for alerts or messages to wireless users Page 12 of 55

3.3 Metrics/Analytics and Reporting Capabilities 3.4 Chat for Customers Data Availability: To measure the time of processing and acting on leads, Timestamps, closure times Extractable data from reports to spreadsheets etc. Customizable report templates Graphs, Timeline options for reports or dashboards Report Distribution avenues: push reports to users, self service reporting environment with authorization level limits CRM solution must have role/access based Ad hoc reporting capabilities that are user friendly and allow for role access for information protection. Custom report building tools reusable Business intelligence utilization of UMUC data through Reporting features Reports, performance management dashboards, and analytics provide users features to help with customer needs, preferences, and behaviors; identify emerging business trends and opportunities; and uncover problems or areas in need of improvement As close to Real time statistics as possible Dashboard reports that are real time and easily accessible Integration with data warehouse, PS, other system see integration section Analytic snapshots Chat for issue resolution Chat for appointment set up Chat for fact finding Improve customer retention and intimacy / lower abandonment rates Define response templates features Route and queue chat requests Provide chat support from designates parts of the customer portal or public pages Ability to push pages and information to users through the chat client Page 13 of 55

3.5 Call Center Module CRM solution must be able to manage the following business needs: CTI integration - Call Center Integration, Call Scripting, Custom Websites, Agent console & customizable layouts, Chat agent for customers, Case autoassignment, Case email auto-response, Case escalation rules & queues, Case management & history tracking, Case team collaboration, Knowledge base. CTI integration should allow call center agents to validate and route customers based on information gathered by the phone system (Avaya): examples include screen pop ups that include callers information, auto dialing features CRM must assist customer service, help desk, and call center teams to rapidly respond to customer issues and inquiries, and to accurately track and manage problems from the time they are reported until they are resolved CRM systems must enhance field support operations such as scheduling, dispatching, and other related processes Ticket and issue lifecycle tracking: the possibility to attach or link related tickets or cases would assist with call resolution, root case analysis, and accurate reporting CRM solution must house Knowledge Base articles, include workflow, with approvals and some sort of change control for call center resolution items Call statistic tracking and reporting capabilities Flexible case attributes to track the basics including case categories, priorities, and statuses Case creation and entitlement must be easy to use. Routing rules and alerts for cases and/or tickets to include collaboration and escalation process flow capabilities Workflow support Page 14 of 55

3.6 Relationship and Customer Tracking Opportunity management. Track each potential lead from beginning to end including, contacts, milestones, competitors, and other relevant information: Competitor tracking Task & activity tracking Brand management. Ability to monitor social networking sites and trigger brand- and contact-management events off mentions or contacts. Contact Management. Track all interactions with the customer, regardless of the media. The ability to schedule appointments and to manage to-do items, Workflow management in this area Product Tracking Opportunity tracking / Forecasting Customer lifecycle tracking Interaction with social networking sites / Tracking and data gathering Relationship tracking: Keyword searching of notes Tracking of keywords and the number of times they appear in notes Point and click searching, eliminate complicated search filters Thorough checking for duplicates before creating new record Option to create a ticketing system for student service requests Ability to send service surveys after an interaction has completed Easy to use searching for very specific pockets of students History notes-need multiple ways to enter notes Customer satisfaction surveys- ability to send out on occasion and track results Social media capability and integration- need to be captured and pushed to CRM Web-to-lead capture Customer history views available to the CRM users immediate access to the customers history, calls, issues, course and employer information based on the type of the customer Links between databases for the CRM and the system of record. See integration requirements 3.7 Customizable sales / service process features Customer satisfaction surveys- ability to send out periodically and track results Set up lead queues and assignment rules to Easily customize CRM to create distinct qualifications for sales and marketing 3.8 Dashboards / Customizable Dashboards Dashboards should be customizable to fit the needs of the various CRM solution user groups and customer lifecycles History notes-need multiple ways to enter notes Dashboard should be able to track service interactions Display key performance indicators Page 15 of 55

3.9 Campaigns / Event Management Track RSVPs Schedule events Track attendance 3.10 Granular Role permissions Permissions for who can see content Who can download and upload information Who can edit content Who can create and send email blasts Who can create and view reports create profiles, roles, hierarchies and rules for the user interface, reports, dashboards, searches 3.11 Profile & page layouts / Marketing Profiling /Custom Websites Marketing sections of the CRM solution should enable marketing professionals to effectively Track and manage prospect databases Organize and launch initiatives across multiple communication channels Conduct in-depth analysis of campaign results Improve customer retention and intimacy Campaign efficiency and design automated process Provide better forecasting and timeliness History notes-need multiple ways to enter notes Lead scoring, routing, & assignments create customer profiles Marketing Automation for customer targeting, campaign delivery and analysis and lead distribution Forecasting: Canned reports and ad hoc reporting fun 3.12 Workflow & approval automation Greater Automation of tasks and processes Capability to automate outreach scheduling based on rules (If blank happens, then blank will automatically be scheduled) Automated workflow ability (schedule to blank team if blank conditions are met) Intuitive Features Interactions-effectively track, organize, measure, consolidate customer interactions Page 16 of 55

3.13 Email features and integration integration with gmail integration with Outlook Email templates & tracking Mass email email Blasting capabilities for a large population: 100,000 possible at a time Increased functionality for Email Blasting features Integrated e-mail management no need for special module based on size of blast or other technical restrictions Automated e-mails sent to students based on workflow rules Alerts sent when e-mail blasts have been sent or when an error occurs Link Tracking and Statistics Inbound and outbound email processing features Automatic acknowledgements on email and routing if needed Accept canned response templates for even management and RSVP s. Spell checking availability in email sending and template creation Attachments to the emails should be allowed 3.14 Customizable Public websites and Customer Portal 3.15 Data Capture Used by all center customer and other lines of business that need their customers to have a portal interface for additional information Only show customers the desired knowledgebase information and content. Security around what information is viewable by the customer Possible personalization of portal per customer group or type Allow the customer to track cases and tickets and respond to inquiries for call center cost savings Ability to hide parts of the case or ticket from the customer in the portal view The CRM must be able to capture data that is not in the primary system of record (People Soft) such as Employer data. The CRM solution would need a way to account for this kind of data collection. What is needed for this requirement is a definition or plan for how the CRM solution may bring in additional data items and where that information would be stored. 3.16 Multi Channel Support Enable all CRM customers to access multi channel support as needed. Example: A customer may email or chat in a question and receive a call in response etc Universal queuing options for routing calls, chat and email issues and questions Page 17 of 55

3. Technical Requirements Section/ Requirement ID CRM Solution Requirements 1.0 Browser Usage 2.0 Platforms 3.0 Integration UMUC users should be able to work with the CRM Solution on the following supported browsers: IE Chrome FireFox Safari Mac PC Windows XP, 7 iphone, Andoid, Smartphones, blackberry etc.. Tablet ServiceNow PeopleSoft Parature Internal Webform External Webform Misc Uploads (Excel etc) IDM ASP.NET Pages The contractor will need to provide a solution that interfaces with the listed internal and external interfaces. Page 18 of 55

Section/ Requirement ID CRM Solution Requirements 4.0 Other Hosted light weight web client that is accessible on low bandwidth to accommodate remote users Have a transparent maintenance plan for upgrades and system work and communication vehicles to provide that information to UMUC as work to the system is performed as well as what defining the impact of the maintenance. Data curtaining so certain groups can only see and manipulate and certain student records CTI (computer telephony integration) UMUC is a 24/7 university and requires as close to 24/7 system up time as possible. Hence maintenance and system enhancements or upgrades should be seamless to the CRM user community The CRM solution must be accessible for UMUC staff and 508 compliant for public- or customer-facing portions of the application 5.0 Security and Data Security Features Roles / Access at a granular level Must have data backup capabilities. System must have the ability to allow UMUC to backup all data upon demand. UMUC must own all data. Must have defined disaster recovery plans and procedures to ensure 24x7 365 connectivity. Exit strategy that allows UMUC to recover data as needed. Page 19 of 55

1. Technical Proposal Requirements: SECTION III PROPOSAL REQUIREMENTS ARTICLE 1 TECHNICAL PROPOSAL REQUIREMENTS 1.1. Transmittal Letter. A transmittal letter prepared on the Proposer s business stationery must accompany the proposal. The purpose of this letter is to transmit the proposal; therefore, it should be brief, but shall list all items contained within the Technical Proposal as defined below. The letter must be signed by an individual who is authorized to bind the firm to all statements, including services and financial, contained in the proposal. 1.2. Technical Proposal Criteria. Clear, concise, yet detailed responses to the technical criteria below are to be provided in the technical proposal. As well, the Bid/Proposal Affidavit and Acknowledgment of Receipt of Addenda (if applicable) are to be included in the technical proposal. Marketing material may be provided, but is to be included as an appendix rather than within the body of the proposal. 1.3. Signing of Forms. The proposals, if submitted by an individual, shall be signed by the individual; if submitted by a partnership, they shall be signed by such member or members of the partnership as have authority to bind the partnership; if submitted by a corporation, they shall be signed by an officer, and attested by the corporate secretary or an assistant corporate secretary. If not signed by an officer, there must be attached a copy of that portion of the by-laws or a copy of a board resolution, duly certified by the corporate secretary, showing the authority of the person so signing on behalf of the corporation. 2. Technical Criteria: The following information must be furnished in the Technical Proposal per this solicitation. Failure to include any of the items listed below may disqualify your firm's response. The Technical Proposal should be prepared in a clear and concise manner. It should address all appropriate points of this RFP except price information. The contents of this volume must address the following items, as indicated below, and additionally, must include the appropriate completed forms or responses as indicated in items 2.1 through 2.7 as listed below. Offerors must paginate the Technical Proposal and are requested to provide tabs to separate responses to each of the technical criteria. 2.1 Software Product Product: Provide a narrative description as well as any specifications as to the software product that is being proposed to meet the University s needs. Within the narrative, the following items are to be addressed (this is not an inclusive list) o Ease of use o Upgrade process o Software support and maintenance o Description of hosted environment (include backup, disaster recovery, etc.) Page 20 of 55

o Firm s software license agreement (submitted for review only by the University). Using the specifications and requirements as described in Section II, Proposers are to describe the proposed product s functionalities and how the product meets the University s needs. Complete the questionnaire in Appendix A. 2.2 Firm References. Provide three (3) client contacts including name, title, role on the contract, phone number (including area code and extension numbers) and e-mail address. Proposers are to provide this information as part of the Technical Proposal; however, UMUC will check references only of the clients of the shortlisted Proposing Firms. UMUC reserves the right to verify all information given if it so chooses, as well as, to check any other sources available including itself even if not provided as a reference by the Proposer. It is imperative that the contact names and phone numbers given for the contracts/clients listed are accurate. References will be held in the strictest of confidence by the University. The contact person should be capable of speaking to a firm's capability in performing the services required. References will be held in the strictest of confidence. 2.3 Company Profile Information Required An organization chart of the company showing parent company and any affiliates as well as where company that will be servicing UMUC is found on the organization chart Address of firm s headquarters, nearest offices, and branch offices Address of the office that will be serving UMUC Size of the company as measured by facility and staff resources available A brief history of the firm including how long firm has been in business Total number of employees in the firm; and also by branch Services company provides Number of higher education clients Annual Sales Volume for company and the branch office which will service the University on a per year basis for the last three (3) years [2010, 2009, and 2008] Annual Sales for Proposed Product Firms shall provide a statement of financial condition, prepared in accordance with Generally Accepted Accounting Principles. Financial statements, preferably audited, of the firm s last fiscal year and the past five (5) years must be provided. This information shall remain confidential unless the University is required by legal order to release such information. (Note: One copy of the Financial Statement in the original Technical Proposal is sufficient.) 2.4 Proposing Firm s Software License Agreement - This is to be provided for information purposes only. Refer to Section I, Paragraph 14 for information regarding the contractual agreement. Note: Any additional license terms required for add-ons particularly those related to customizable products is also to be provided. 2.5 Proposal Affidavit State Procurement Regulations require that each proposal submitted by a firm include a signed Proposal Affidavit. A copy of this Proposal Affidavit is included in Appendix A. Page 21 of 55

2.6 Insurance Provide a copy of a Certificate of Insurance verifying your firm's Coverage for Professional Liability, Commercial General Liability, Workmen's Compensation and Automobile Liability Insurance. 2.7 Acknowledgement Of Receipt Of Addenda Form: If any addenda to the RFP documents are issued prior to the due date and time for proposals, this form (found in Appendix A) is to be completed, signed, and included in the Proposer's Technical Proposal. 3. Submittal Proposers must submit the required number of copies of his/her proposal by the closing time and date specified in Section I of the RFP. Late submittals cannot be accepted. END OF SECTION III ARTICLE 1 Page 22 of 55

SECTION III PROPOSAL REQUIREMENTS ARTICLE 2 ORAL PRESENTATIONS/DISCUSSION/DEMONSTRATION SESSIONS (OPTIONAL) 1. Oral Presentations/Discussion Sessions/Demonstration: Interview/Discussion Sessions ( Discussion Session ): Only those Proposers who are shortlisted based on the initial technical evaluation may be requested to attend a Discussion Session at the University located in Adelphi, MD. The date and time of the Discussion Sessions will be set by the University upon completion of the initial technical evaluation; however, this session is anticipated to be held on November 29 and 30 th. Proposers are advised to set this date aside in its entirety accordingly on the appropriate people s calendars to avoid any conflicts. The actual time on this date will be verified with the applicable proposers at the time it is requested. The purposes of the Interview/Discussion Session are as follows: (i) (ii) to allow the Proposer to demonstrate the proposed software solution to provide an opportunity to clarify the requirements for this contract and discuss any items addressed in the Technical Proposal that may require additional clarification. The Interview/Discussion Session forum will be informal, as the University is not interested in a marketing presentation; rather, we are requesting an interactive discussion with the shortlisted proposing firms. Ample time is to be available for the University and the Proposing Firm to ask questions and discuss issues/concerns related to the product, and the firm s capabilities/qualifications. We anticipate that each session will be approximately 4 hours in length. Page 23 of 55

SECTION III PRICE PROPOSAL REQUIREMENTS ARTICLE 3 Price Proposals will only be opened from those Proposers whose technical proposals are shortlisted following the completion of the technical evaluation. The Price Proposal must be submitted in a sealed envelope. The envelope shall have the Proposer's name, the contract name and the RFP number prominently displayed, together with the words "PRICE PROPOSAL". It is the intent of the University that the Price Proposal will consist of quoting a seat license fee per month or an institutional license fee based on approximately 1,000 users. It is anticipated that the number of users will increase as the CRM will be implemented incrementally with different user communities. Pricing must reflect an increase in the volume of users over time. Additionally, typical to call centers, many employees will not be full time staff. Pricing must reflect how licenses are granted to part time employees. UMUC is seeking a cloud based solution and pricing must reflect that. Pricing for any maintenance costs must be included in the Price Proposal in addition to the license cost. These quoted rates must be good through June 30, 2013. The University will consider adjustments based on increases in the Consumer Price Index (CPI), as published by the Bureau of Labor Standards in February of the appropriate year, (i.e. for July 1, 2012 renewal the University will look at the CPI published for February 2011, and so on). Requested increases above a 5% cap will not be considered. In order to receive consideration for a price increase, the Contractor must submit a request in writing to the UMUC Procurement Office sixty (60) days prior to the end of the initial term. The University will not consider late requests for adjustments. As well, increases are not cumulative for prior years; for example, if the successful contractor does not request an increase for the first renewal year and then requests an increase for the second renewal year, the Contractor cannot include a cumulative amount which includes the first renewal year. Reimbursables: There are no reimbursables associated with this contract. END OF SECTION III, ARTICLE 3 END OF SECTION III Page 24 of 55

SECTION IV EVALUATION AND SELECTION PROCEDURES 1. Evaluation and Selection Committee All contractors proposals received by the closing deadline will be reviewed. The Procurement Officer shall establish an Evaluation and Selection Committee to review and evaluate the proposals. The Committee may request additional technical assistance from any source. 2. Evaluation Procedure 2.1. Qualifying Proposals The Procurement Officer shall first review each proposal for compliance with the mandatory requirements of this RFP. Failure to comply with any mandatory requirement will normally disqualify a contractor s proposal. The University reserves the right to waive a mandatory requirement when it is in its best interest to do so. The contractor must assume responsibility for addressing all necessary technical and operational issues in meeting the objectives of the RFP. Each section of the proposal will be evaluated according to the criteria listed below. Proposals cannot be modified, supplemented, cured, or changed in any way after the due date and time for technical proposals, unless specifically requested by the University. The intent of this RFP is to provide CRM software contractors an opportunity to present their product in relation to the needs of UMUC. The manner in which the proposing team presents their product specifications will be regarded as an indication of how well the Proposer s product fit with the University s needs. Submittals that concisely present the information requested in the order and the manner requested will be considered more favorably than a submittal from a Proposer of commensurate qualifications that displays a lack of organization, conciseness or attention to detail. 2.2 Technical Evaluation After compliance with the mandatory requirements in this RFP has been determined, the Committee shall conduct its evaluation of the technical merit of the proposals in accordance with the Evaluation Criteria. Proposals are evaluated to determine which proposal is most advantageous to the University. The process involves applying the evaluation criteria contained in the RFP, comparing the proposals to each other, and ranking the proposals from most to least advantageous. If used in the evaluation process, numerical point scores will be useful guides but will not be the sole factor in the evaluation of the firms. The decision for the technical ranking will not be made solely by the raw scores themselves, but rather by the strengths, weaknesses, advantages, and deficiencies that the scores represent. Page 25 of 55

The criteria that will be used by the committee for the technical evaluation of the proposals for this specific procurement are listed below. Each committee member will evaluate the proposals on each major criterion. Factors are listed in order of importance. A. Proposed Software Product B. Ease of maintenance, upgrade and customizations C. Firm Experience/Firm References D. Company Profile Minor irregularities in proposals, which are immaterial or inconsequential in nature, may be waived wherever it is determined to be in the University s best interest. 2.2.1 Initial Technical Evaluation: An Initial Technical Evaluation of the Technical Proposals will be conducted by the University's Selection and Evaluation Committee. Those proposals not considered "to be reasonably susceptible of being selected for award" may be rejected after evaluation of the Initial Technical Proposals and will not progress further in the procurement. A short list may be developed based on the initial technical evaluation results. Upon completion of the initial technical evaluation, all proposers will be notified as to the results of the initial technical evaluation of his/her firm's technical proposal. 2.2.2 If deemed in the University s best interest and at its sole discretion, additional technical phases may be conducted until such time that a final shortlist is established. (Refer to Section III, Article 2) No such additional technical phases are guaranteed to be conducted, so a Proposing Firm should not rely on the ability to modify, supplement, clarify, cure, or change its technical proposal in any way after any established due date and time. 2.2.3 Final Technical Evaluation: Prior to the opening of Price Proposals, the University will establish a ranking of technical proposals of the final shortlisted firms from highest to lowest. 2.3 Price Proposal Phase: Only those firms whose technical proposals remain susceptible of the award and are therefore in the final short list following the technical evaluation will have their Price Proposals opened. Price Proposals will not be opened publicly. It is the intent of the University that the Price Proposal will consist of quoting a seat license fee per month or an institutional license fee based on approximately 1,000 users. It is anticipated that the number of users will increase as the CRM will be implemented incrementally with different user communities. Pricing must reflect an increase in the volume of users over time. Additionally, typical to call centers, many employees will not be full time staff. Pricing must reflect how licenses are granted to part time employees. UMUC is seeking a cloud based solution and pricing must reflect that. Pricing for any maintenance costs must be included as a separate line item in the Price Proposal in addition to the license cost. 2.3.1Price Evaluation Price Proposals will be evaluated on the quoted license fees including costs for maintenance and support and/or any additional fees. END OF SECTION IV Page 26 of 55

SECTION V TERMS AND CONDITIONS OF THE PROPOSAL 5.1 Contractor Responsibility Offerors are advised to read the requirements very carefully to ensure that each requirement is understood. If in doubt, develop and submit applicable questions, in writing to the contact at the Issuing Office per the RFP. An Offeror's misinterpretation of requirements shall not relieve the Offeror of responsibility to accurately address the requirements of the RFP or to perform the contract, if awarded. UMUC will enter into a contractual agreement with the selected Contractor only. The selected Contractor shall be solely responsible for all services as required by this RFP. 5.2 General Requirement. Proposals must be made in the official name of the firm or individual under which business is conducted, showing the official business address, state in which it is incorporated or organized (if Offeror is not an individual) and must be signed by a duly authorized person. Proposals must be prepared in writing, simply and economically, providing a straightforward, concise description of the Offeror's proposal for meeting the required specifications of this procurement. Offerors must paginate each proposal volume and are requested to provide tabs to separate responses to the technical criteria. 5.3 Receipt of Proposals. Proposals will not be opened publicly; nor, can the identity of Proposers (individuals or entities) submitting proposals ( Proposers ) be disclosed prior to actual contract award. 5.4 Duration of Offers. Proposals (Technical Proposal and, if applicable, Price Proposal) submitted in response to this solicitation are irrevocable for 120 days following the closing date of the Price Proposal due date. This period may be extended by mutual agreement between the vendor and the University. 5.5 Rejection or Acceptance of Proposals The University reserves the right to accept or reject any and all proposals, in whole or in part, received as a result of this RFP, to waive minor irregularities, to negotiate in any manner necessary to best serve the interest of the University. Further, the University reserves the right to make a whole award, multiple awards, a partial award or no award at all. Proposers judged by the procurement officer not to be responsible or Proposers whose proposals are classified as not reasonably susceptible of being selected for award shall be so notified. The University reserves the right to increase or decrease the quantities of any materials, equipment, supplies or services. 5.6 Cancellation of the RFP. UMUC may cancel this RFP, in whole or in part, at any time. 5.7 Incurred Expenses. Neither UMUC nor the State of Maryland is responsible for any expenses that Proposers may incur in preparing and submitting proposals or in making oral presentations of their proposals, if required. 5.8 Payment. The State of Maryland usually provides payments on a net 30 day basis for UMUC approved invoices. Payment provisions shall be in arrears, with late payment and interest calculated as provided by Maryland law. For purposes of determining whether a prompt-payment discount, if applicable, may be taken by UMUC, the starting date of such reckoning period shall be the later of the date of a properly executed invoice or the date of completion of service and/or delivery of product. Page 27 of 55

5.9 Electronic Funds Transfer ( EFT ). By submitting a response to this solicitation, the Offeror agrees to accept payment by electronic fund transfer unless the State Comptroller s Office grants an exemption. The selected Offeror shall register using the form attached as Appendix D, the GAD X-10 Contractor EFT Registration Request Form. This form is to be submitted directly to the Comptroller s Office (not to UMUC). Any request for exemption must be submitted to the State Comptroller s Office for approval at the address specified on the GAD X-10 form and must include the business identification information as stated on the form and include the reason for the exemption. 5.10 Procurement Regulations. This RFP shall be conducted in accordance with USM Procurement Policies and Procedures. The procurement method is Competitive Sealed Proposals. The text of the Policies and Procedures is available at http://www.usmd.edu/regents/bylaws/sectionviii/viii300.html. 5.11 Confidentiality. Proposers should give specific attention to the identification of those portions of the proposal that the Proposer deems to be confidential, proprietary information or trade secrets and provide any justification why such materials, upon request, should not be disclosed by the State under the Access to Public Records Act, State Government Article, Title 10, Subtitle 6, Annotated Code of Maryland. Proposers are advised that, upon request for this information from a third party, the Procurement Officer is required to make an independent determination as to whether the information may or may not be disclosed to the requesting party. That decision will take into consideration the Proposer s position regarding its proposal. A blanket statement by a Proposer that its entire proposal is confidential or proprietary will not be upheld. 5.12 Interview/Discussion Sessions. Contractors who submit proposals may be required to make individual presentations to the University representatives in order to clarify their proposals. Proposers will be contacted by the Issuing Office accordingly. (See Section 3, Article 2, for further information.). 5.13 Evaluation of Offers. See Section IV 5.14 Proposal Affidavit and Certifications. State procurement regulations require that proposals contain certifications regarding non-collusion, debarment, cost and price, etc. The affidavit form, which should be completed by all respondents and returned with their respective responses, is included in Appendix A of the RFP. 5.15 Economy of Preparation. Proposals should be prepared simply and economically, providing a straightforward, concise description of the contractor's offer to meet the requirements of the RFP. 5.16 Multiple Proposals. Proposers may not submit more than one proposal. 5.17 Alternate Solution Proposals. Proposers may not submit an alternate to the solution given in this RFP. 5.18 Telegraphic/Facsimile Proposal Modifications. Contractors may modify their proposals by telegraphic, e-mail, or facsimile communication at any time prior to the due date and time set to receive proposals provided such communication is received by the State issuing agency prior to such time and, provided further, the State agency is satisfied that a written confirmation of the modification with the signature of the proposer was mailed prior to the time and date set to receive proposals. The communication should not reveal the proposal price but should provide the addition or subtraction or other modification so that the final prices, percent or terms will not be known to the State agency until the sealed proposal is opened. If written confirmation is not received within two (2) days from the scheduled proposal opening Page 28 of 55

time, no consideration will be given to the modification communication. No telephone, telegraphic, or facsimile price proposals will be accepted. 5.19 Contractor Responsibilities and Use of Subcontractors University of Maryland University College shall enter into contractual agreement with the selected offering contractor(s) only. The selected contractors(s) shall be responsible for all products and/or services required by this RFP. 5.20 Public Information Act. Offerors must specifically identify those portions of their proposals, if any, which they deem to contain confidential, proprietary information or trade secrets and must provide justification why such material should not, upon request, be disclosed by the State under the Access to Public Records Act, State Government Article, Title 10, Sub-Title 6, of the Annotated Code of Maryland. Contractors must clearly indicate each and every section that is deemed to be confidential, proprietary or a trade secret (it IS NOT sufficient to preface your proposal with a proprietary statement,). Failure to comply may result in rejection of your proposal. 5.21 Access to Contractor Records for Quality Assurance and Auditing Purposes. The Contractor and its principal subcontractors must provide access to pertinent records by University personnel or its representatives (including internal auditors, external auditors, representatives, or agents) to provide quality assurance and auditing. 5.22 Arrearages. By submitting a response to this solicitation, a contractor shall be deemed to represent that it is not in arrears in the payment of any obligation due and owing the State of Maryland, including the payment of taxes and employee benefits and that it shall not become so in arrears during the term of the contract if selected for contract award. 5.23 Taxes. University of Maryland University College is exempt from Federal Excise Taxes, Maryland Sales and Use Taxes, and the District of Columbia Sales Taxes and Transportation Taxes, except as noted in applicable sections of COMAR. Exemption Certificates shall be provided upon request. Where a Contractor is required to furnish and install material in the construction or improvement of real property in performance of a contract, Contractor shall pay the Maryland Sales tax and the exemption does not apply. 5.24 RFP Response Materials. All written materials submitted in response to this RFP become the property of University of Maryland University College and may be appended to any formal documentation, which would further define or expand the contractual relationship between University of Maryland University College and the successful contractor(s). 5.25 Debriefing of Unsuccessful Offerors. Unsuccessful Proposers may request a debriefing. If the proposer chooses to do so, the request must be submitted in writing to the Procurement Officer within ten days after the proposer knew, or should have known its proposal was unsuccessful. Debriefings shall be limited to discussion of the specific proposer s proposal only and not include a discussion of a competing offeror s proposal. Debriefings shall be conducted at the earliest feasible time. The debriefing may include information on areas in which the unsuccessful proposer s proposal was deemed weak or insufficient. The debriefing may NOT include discussion or dissemination of the thoughts, notes or ranking from an individual evaluation committee member. A summarization of the procurement officer s rationale for the selection may be given. 5.26 Maryland Public Ethics Law, Title 15. The Maryland Public Ethics Law prohibits, among other things: State employees or officials (and in some cases, former employees) and businesses in which such an Page 29 of 55

individual is employed or holds a financial interest from (i) submitting a bid or proposal, (ii) negotiating a contract, and (iii) entering into a contract with the governmental unit with which the individual is affiliated per the Maryland Code, State Government Article, SS 15-502. If the bidder/offeror has any questions concerning application of the State Ethics law to the bidder/offeror's participation in this procurement, it is incumbent upon the bidder/offeror to see advice from the State Ethics Commission: The Office of The Executive Director, State Ethics Commission, 9 State Circle, Suite 200, Annapolis, MD 21401. For questions regarding the applicability of this provision of the Public Ethics Law, contact the State Ethics Commission, toll-free phone number 877-669-6085, or see the website ethics.gov.state.md.us. The procurement officer may refer any issue raised by a bid or proposal to the State Ethics Commission. The procurement officer may require the bidder/offeror to obtain advice from the State Ethics Commission and may reject a bid or proposal that would result in a violation of the Ethics law. The resulting contract is cancelable in the event of a violation of the Maryland Public Ethics Law by the contractor or any State of Maryland employee in connection with this procurement. 5.27 Assistance in Drafting. Under the State Government Article 15-508 of the Annotated Code of Maryland, an individual or person who employs an individual who assists an executive unit in drafting specifications, an invitation for bids, a request for proposals for a procurement, or the selection or award made in response to an invitation for bids or request for proposals may not submit a bid or proposal for that procurement or assist or represent another person, directly or indirectly, who is submitting a bid or proposal for that procurement. For questions regarding the applicability of this provision of the Public Ethics Law, contact the State Ethics Commission, toll-free phone number 877-669-6085, or see the website ethics.gov.state.md.us. 5.28 Contractual Agreement. See Section 1, Paragraph 14. END OF SECTION V Page 30 of 55

APPENDIX A TECHNICAL PROPOSAL FORMS Page 31 of 55

QUESTIONNAIRE REGARDING FIRM S PRODUCT AND SPECIFICATIONS Proposing Firms are to answer all of the questions noted below in response to the requirements in Section II. A. System Requirement A.1 Describe your system s upgrade and support plan. A.2 Describe how your system integrates with other third party software. A.3 Describe the server architecture and configuration for your system. A.4 Describe the network configurations required by your system. A.5 Describe how data can be accessed and downloaded to external systems. A.6 Describe file formats supported by your system (ASCII, BMP, GIF, TIFF, JPEG, PDF, etc). A.7 Describe your system security capabilities. Include control access, and authentication. A.8 Where do CRM-derived fields take place? On what platform / level does the programming for this work happen? A.9 Describe how your system interfaces with a SAN (Storage Area Network) A.10 Provide uptime percentages and guarantees, including availability statistics for connectivity, power, and hardware/software used in hosting the solution A.11 Describe your system requirements for an offline workstation mode that would allow for uploading at another time A.12 Describe how your system integrates and/or interfaces with: PS 8.03, and PS 9.0 ServiceNow Parature Web Service API Phone Integration Social Networking platforms Google mail, adwords and apps Microsoft Exchange A.13 Describe how your system supports login: 1) directly to your system; 2) from PeopleSoft applications; 3) from other third party applications. A.14 What are the (if any) constraints for your CRM solution regarding UMUC s Firewall? Chat client issues? A.15 Describe your systems set and configurations settings. Who can access configuration settings? What kind of documentation and training will be provided? Is there support for this type of need after implementation? A.16 Provide your companies and systems Disaster Recovery plan in case of emergency or downtime. What are your contingency plans and communication plans? A.17 Is your solution accessible for UMUC staff and 508 compliant for public or customer facing portions of the application? Page 32 of 55

B. Storage and Retention Requirement B.1 Describe how your system employs industry standard file format for image storage. Include a description of your file storage format options and how these options enable accessibility by other software applications. B.2 Describe the difference between your recommended long term storage environment for records not accessed frequently and storage for records that are accessed frequently. B.3 Describe the redundant capabilities of the data center(s) and solution hardware/software B.4 Describe the file maintenance utilities provided by your system. B.5 Describe how your system supports exporting of files. B.6 Describe how problems with availability or system error conditions are escalated including any/all assigned account/service management personnel, escalation process and names, method(s) of contact, guaranteed hours of personnel availability, the organization s time to respond to UMUC requests for assistance (can be different by type/severity of issue), and guaranteed time to resolve B.7 Would the chat records be stored? Where? B.8 How would your system handle archived data from our current CRM system? B.9 Describe the hosting organization s experience/compliance with FERPA and financial data (Gramm Leach Bliley) as it relates to data protection/data security. B.10 Describe the network and system security mechanisms in place for the data/hosting center(s), including firewalls, intrusion detection, access log reviews, etc. B.11 Describe the physical security in place for the data/hosting center, including offsite backup/recovery locations, physical access control, etc. B.12 Provide a SSAE 16 report if available. C. World Wide Requirement C.1 Describe how remote locations will access the CRM solution. C.2 Does your CRM solution have features for: Time Zone Preference, Local Preferences, Language Preferences C.3 C.4 Provide a performance report: Provide a concurrent user count for remote access. What would the performance analytics look like? Describe the most remote type of user in which your system has supported. Page 33 of 55

Include situation, location and infrastructure information Provide information on how we can test to make sure that our remote users will have the best performance possible when the CRM system is implemented Page 34 of 55

D. Functional Requirement D.1 D.2 Describe your systems account and contact management features. Can your system manage, contacts, accounts, pipelines, lead and opportunity management, history tracking and statistics for all of these items? Describe your CRM s solution for knowledge, content management/libraries and document management and tracking. D.3 Describe your systems mobile access features and capabilities, types of devices in which it may interact (tablets, smart phones, iphones, android technologies etc ) Include mobile real time capabilities, field service management options, access and reporting. D.4 Describe your CRM solutions answer for analytics and reporting. Include reporting features and ad hoc reporting capabilities, real time statistic, analytics and system integration, business intelligence tools, graphs, timelines, and customizable reporting, data availability, extractable features and report performance. D.5 Describe your solution for customer chat requirements including: issue resolution, appointment creation, fact finding, customer retention, queue process, access to chatting, and page pushing to and from customers. Describe the search capabilities provided with your system. Include searching for D.6 knowledge base articles, documents, student or faculty records, and profile searching. D.7 Describe your CRM call center module. Are there any items from the Call center requirements section above that your solution does not cover? If so please explain. D.7 Does your system support searching on any field in the database, returning a selectable hit list when multiple documents satisfy the search criteria. D.8 What are your systems work flow and work management features? D.9 Does your system have the ability to save requests/queries? If yes, describe how. D.10 Please describe your relationship and customer tracking features and analytics. Do you have solutions for the management of the following items? Opportunity tracking and forecasting Task and activity tracking Brand management Contact management Product management Workflow management Lifecycle tracking Searching Ticketing tracking and management Social media and site tracking History tracking Page 35 of 55

D.11 Please describe your systems features in relation to customizable sales and service items. Include customer services, assignment/ queue / workflow features, marketing and survey capabilities D.12 Describe the development tools that are provided by your system to create workflow processes. Include a description of your user interface to these tools or features. D.13 Does your solution provide customizable dashboards per group or user? What are your dashboard features and key performance areas? What is possible from your dashboards? D.14 Describe your solutions event management and customer interaction regarding event management. Include analytics. D.15 Describe your systems role and permission management features. Include the level of detail that is permitted for role management and information on the interface in which this work is performed. D.16 Does your systems handle marketing and how? Describe in detail your marketing features. Include how/if customer profiles may be created based on marketing type identification. D.17 Email blasting or mass emailing is a requirement for our new CRM solution. Please describe in detail what email function and blasting features your system will be able to provide. Include size, template information, roles and restrictions, workflows, alerting, and the number or size of email blasting that is possible. D.17 Does your solution provide customizable web pages and customer portals that are easy to manage and maintain? Describe the features of page creation modules. D.18 What are your solutions for multichannel support issues? How are queuing rules created and what is the workflow process for any type of escalation. Are their customizable workflow and rules for these items? D.19 What are the browsers and platforms that your system supports? D.20 Describe in detailed specifications what your hosting solution is. Page 36 of 55

REFERENCE FORM Complete for a minimum of three (3) similar/relevant contracts. All three (3) contacts must be for the proposed product. A minimum of two (2) references must be for higher education (two year or more degree granting institution). It is imperative that the contact names and phone numbers given for the contracts/clients listed are accurate. REFERENCE #1 CLIENT S NAME: TYPE OF BUSINESS:: CONTACT PERSON: TITLE: EMAIL ADDRESS TELEPHONE NUMBER: PRODUCT AND VERSION PURCHASED: REFERENCE #2 CLIENT S NAME: TYPE OF BUSINESS:: CONTACT PERSON: TITLE: EMAIL ADDRESS TELEPHONE NUMBER: PRODUCT AND VERSION PURCHASED: REFERENCE #3 CLIENT S NAME: TYPE OF BUSINESS: CONTACT PERSON: TITLE: EMAIL ADDRESS TELEPHONE NUMBER: PRODUCT AND VERSION PURCHASED: Also, Please provide a list of your top three implementation partners. Page 37 of 55

BID/PROPOSAL AFFIDAVIT A. AUTHORIZED REPRESENTATIVE I HEREBY AFFIRM THAT: I am the (title) and the duly authorized representative of (business) and that I possess the legal authority to make this Affidavit on behalf of myself and the business for which I am acting. B. AFFIRMATION REGARDING BRIBERY CONVICTIONS I FURTHER AFFIRM THAT: Neither I, nor to the best of my knowledge, information, and belief, the above business (as is defined in Section 16-101(b) of the State Finance and Procurement Article of the Annotated Code of Maryland), or any of its officers, directors, partners, controlling stockholders, or any of its employees directly involved in the business's contracting activities including obtaining or performing contracts with public bodies has been convicted of, or has had probation before judgment imposed pursuant to Criminal Procedure Article, 6-220, Annotated Code of Maryland, or has pleaded nolo contendere to a charge of, bribery, attempted bribery, or conspiracy to bribe in violation of Maryland law, or of the law of any other state or federal law, except as follows (indicate the reasons why the affirmation cannot be given and list any conviction, plea, or imposition of probation before judgment with the date, court, official or administrative body, the sentence or disposition, the name(s) of person(s) involved, and their current positions and responsibilities with the business):. C. AFFIRMATION REGARDING OTHER CONVICTIONS I FURTHER AFFIRM THAT: Neither I, nor to the best of my knowledge, information, and belief, the above business, or any of its officers, directors, partners, controlling stockholders, or any of its employees directly involved in the business's contracting activities including obtaining or performing contracts with public bodies, has: (1) Been convicted under state or federal statute of: (a) A criminal offense incident to obtaining, attempting to obtain, or performing a public or private contract; or (b) Fraud, embezzlement, theft, forgery, falsification or destruction of records or receiving stolen property; (2) Been convicted of any criminal violation of a state or federal antitrust statute; (3) Been convicted under the provisions of Title 18 of the United States Code for violation of the Racketeer Influenced and Corrupt Organization Act, 18 U.S.C. 1961 et seq., or the Mail Fraud Act, 18 U.S.C. 1341 et seq., for acts in connection with the submission of bids or proposals for a public or private contract; (4) Been convicted of a violation of the State Minority Business Enterprise Law, 14-308 of the State Finance and Procurement Article of the Annotated Code of Maryland; (5) Been convicted of a violation of 11-205.1 of the State Finance and Procurement Article of the Annotated Code of Maryland; Page 38 of 55

(6) Been convicted of conspiracy to commit any act or omission that would constitute grounds for conviction or liability under any law or statute described in subsections (1) (5) above; (7) Been found civilly liable under a state or federal antitrust statute for acts or omissions in connection with the submission of bids or proposals for a public or private contract; or (8) Admitted in writing or under oath, during the course of an official investigation or other proceedings, acts or omissions that would constitute grounds for conviction or liability under any law or statute described in B and C(1) (7) above, except as follows (indicate reasons why the affirmations cannot be given, and list any conviction, plea, or imposition of probation before judgment with the date, court, official or administrative body, the sentence or disposition, the name(s) of the person(s) involved and their current positions and responsibilities with the business, and the status of any debarment):. D. AFFIRMATION REGARDING DEBARMENT I FURTHER AFFIRM THAT: Neither I, nor to the best of my knowledge, information, and belief, the above business, or any of its officers, directors, partners, controlling stockholders, or any of its employees directly involved in the business's contracting activities, including obtaining or performing contracts with public bodies, has ever been suspended or debarred (including being issued a limited denial of participation) by any public entity, except as follows (list each debarment or suspension providing the dates of the suspension or debarment, the name of the public entity and the status of the proceedings, the name(s) of the person(s) involved and their current positions and responsibilities with the business, the grounds of the debarment or suspension, and the details of each person's involvement in any activity that formed the grounds of the debarment or suspension).. E. AFFIRMATION REGARDING DEBARMENT OF RELATED ENTITIES I FURTHER AFFIRM THAT: (1) The business was not established and it does not operate in a manner designed to evade the application of or defeat the purpose of debarment pursuant to Sections 16-101, et seq., of the State Finance and Procurement Article of the Annotated Code of Maryland; and (2) The business is not a successor, assignee, subsidiary, or affiliate of a suspended or debarred business, except as follows (you must indicate the reasons why the affirmations cannot be given without qualification):. F. SUB-CONTRACT AFFIRMATION Page 39 of 55

I FURTHER AFFIRM THAT: Neither I, nor to the best of my knowledge, information, and belief, the above business, has knowingly entered into a contract with a public body under which a person debarred or suspended under Title 16 of the State Finance and Procurement Article of the Annotated Code of Maryland will provide, directly or indirectly, supplies, services, architectural services, construction related services, leases of real property, or construction. G. AFFIRMATION REGARDING COLLUSION I FURTHER AFFIRM THAT: Neither I, nor to the best of my knowledge, information, and belief, the above business has: (1) Agreed, conspired, connived, or colluded to produce a deceptive show of competition in the compilation of the accompanying bid or offer that is being submitted; (2) In any manner, directly or indirectly, entered into any agreement of any kind to fix the bid price or price proposal of the bidder or offeror or of any competitor, or otherwise taken any action in restraint of free competitive bidding in connection with the contract for which the accompanying bid or offer is submitted. H. FINANCIAL DISCLOSURE AFFIRMATION I FURTHER AFFIRM THAT: I am aware of, and the above business will comply with, the provisions of Section 13-221 of the State Finance and Procurement Article of the Annotated Code of Maryland, which require that every business that enters into contracts, leases, or other agreements with the State of Maryland or its agencies during a calendar year under which the business is to receive in the aggregate $100,000 or more shall, within 30 days of the time when the aggregate value of the contracts, leases, or other agreements reaches $100,000, file with the Secretary of State of Maryland certain specified information to include disclosure of beneficial ownership of the business. I. POLITICAL CONTRIBUTION DISCLOSURE AFFIRMATION I FURTHER AFFIRM THAT: I am aware of, and the above business will comply with, Election Law Article, 14-101 14-108, Annotated Code of Maryland, which requires that every person that enters into contracts, leases, or other agreements with the State of Maryland, including its agencies or a political subdivision of the State, during a calendar year in which the person receives in the aggregate $100,000 or more shall file with the State Board of Elections a statement disclosing contributions in excess of $500 made during the reporting period to a candidate for elective office in any primary or general election. J. DRUG AND ALCOHOL FREE WORKPLACE (Applicable to all contracts unless the contract is for a law enforcement agency and the agency head or the agency head's designee has determined that application of COMAR 21.11.08 and this certification would be inappropriate in connection with the law enforcement agency's undercover operations.) I CERTIFY THAT: (1) Terms defined in COMAR 21.11.08 shall have the same meanings when used in this certification. (2) By submission of its bid or offer, the business, if other than an individual, certifies and agrees that, with respect to its employees to be employed under a contract resulting from this solicitation, the business shall: (a) Maintain a workplace free of drug and alcohol abuse during the term of the contract; Page 40 of 55

(b) Publish a statement notifying its employees that the unlawful manufacture, distribution, dispensing, possession, or use of drugs, and the abuse of drugs or alcohol is prohibited in the business' workplace and specifying the actions that will be taken against employees for violation of these prohibitions; (c) Prohibit its employees from working under the influence of drugs or alcohol; (d) Not hire or assign to work on the contract anyone whom the business knows, or in the exercise of due diligence should know, currently abuses drugs or alcohol and is not actively engaged in a bona fide drug or alcohol abuse assistance or rehabilitation program; (e) Promptly inform the appropriate law enforcement agency of every drug-related crime that occurs in its workplace if the business has observed the violation or otherwise has reliable information that a violation has occurred; (f) Establish drug and alcohol abuse awareness programs to inform its employees about: (i) The dangers of drug and alcohol abuse in the workplace; (ii) The business' policy of maintaining a drug and alcohol free workplace; (iii) Any available drug and alcohol counseling, rehabilitation, and employee assistance programs; and (iv) The penalties that may be imposed upon employees who abuse drugs and alcohol in the workplace; (g) Provide all employees engaged in the performance of the contract with a copy of the statement required by J(2)(b), above; (h) Notify its employees in the statement required by J(2)(b), above, that as a condition of continued employment on the contract, the employee shall: (i) Abide by the terms of the statement; and (ii) Notify the employer of any criminal drug or alcohol abuse conviction for an offense occurring in the workplace not later than 5 days after a conviction; (i) Notify the procurement officer within 10 days after receiving notice under J(2)(h)(ii), above, or otherwise receiving actual notice of a conviction; (j) Within 30 days after receiving notice under J(2)(h)(ii), above, or otherwise receiving actual notice of a conviction, impose either of the following sanctions or remedial measures on any employee who is convicted of a drug or alcohol abuse offense occurring in the workplace: (i) Take appropriate personnel action against an employee, up to and including termination; or (ii) Require an employee to satisfactorily participate in a bona fide drug or alcohol abuse assistance or rehabilitation program; and (k) Make a good faith effort to maintain a drug and alcohol free workplace through implementation of J(2)(a) (j), above. (3) If the business is an individual, the individual shall certify and agree as set forth in J(4), below, that the individual shall not engage in the unlawful manufacture, distribution, dispensing, possession, or use of drugs or the abuse of drugs or alcohol in the performance of the contract. (4) I acknowledge and agree that: (a) The award of the contract is conditional upon compliance with COMAR 21.11.08 and this certification; Page 41 of 55

(b) The violation of the provisions of COMAR 21.11.08 or this certification shall be cause to suspend payments under, or terminate the contract for default under COMAR 21.07.01.11 or 21.07.03.15, as applicable; and (c) The violation of the provisions of COMAR 21.11.08 or this certification in connection with the contract may, in the exercise of the discretion of the Board of Public Works, result in suspension and debarment of the business under COMAR 21.08.03. K. CERTIFICATION OF CORPORATION REGISTRATION AND TAX PAYMENT I FURTHER AFFIRM THAT: (1) The business named above is a (domestic ) (foreign ) corporation registered in accordance with the Corporations and Associations Article, Annotated Code of Maryland, and that it is in good standing and has filed all of its annual reports, together with filing fees, with the Maryland State Department of Assessments and Taxation, and that the name and address of its resident agent filed with the State Department of Assessments and Taxation is: Name: Address:. (If not applicable, so state). (2) Except as validly contested, the business has paid, or has arranged for payment of, all taxes due the State of Maryland and has filed all required returns and reports with the Comptroller of the Treasury, the State Department of Assessments and Taxation, and the Department of Labor, Licensing, and Regulation, as applicable, and will have paid all withholding taxes due the State of Maryland prior to final settlement. L. CONTINGENT FEES I FURTHER AFFIRM THAT: The business has not employed or retained any person, partnership, corporation, or other entity, other than a bona fide employee, bona fide agent, bona fide salesperson, or commercial selling agency working for the business, to solicit or secure the Contract, and that the business has not paid or agreed to pay any person, partnership, corporation, or other entity, other than a bona fide employee, bona fide agent, bona fide salesperson, or commercial selling agency, any fee or any other consideration contingent on the making of the Contract. M. Repealed. N. ACKNOWLEDGEMENT I ACKNOWLEDGE THAT this Affidavit is to be furnished to the Procurement Officer and may be distributed to units of: (1) the State of Maryland; (2) counties or other subdivisions of the State of Maryland; (3) other states; and (4) the federal government. I further acknowledge that this Affidavit is subject to applicable laws of the United States and the State of Maryland, both criminal and civil, and that nothing in this Affidavit or any contract resulting from the submission of this bid or proposal shall be construed to supersede, amend, modify or waive, on behalf of the State of Maryland, or any unit of the State of Maryland having jurisdiction, the exercise of any statutory right or remedy conferred by the Constitution and the laws of Maryland with respect to any misrepresentation made or any violation of the obligations, terms and convenants undertaken by the above business with respect to (1) this Affidavit, (2) the contract, and (3) other Affidavits comprising part of the contract. I DO SOLEMNLY DECLARE AND AFFIRM UNDER THE PENALTIES OF PERJURY THAT THE CONTENTS OF THIS AFFIDAVIT ARE TRUE AND CORRECT TO THE BEST OF MY KNOWLEDGE, INFORMATION, AND BELIEF. Date: By: (Signature) (Authorized Representative and Affiant) (Printed Name) (Proposer Name) Page 42 of 55

(Federal Identification Number) K. CERTIFICATION OF CORPORATION REGISTRATION AND TAX PAYMENT I FURTHER AFFIRM THAT: (1) The business named above is a (domestic )(foreign ) [check one] corporation registered in accordance with the Corporations and Associations Article, Annotated Code of Maryland, and that it is in good standing and has filed all of its annual reports, together with filing fees, with the Maryland State Department of Assessments and Taxation, and that the name and address of its resident agent filed with the State Department of Assessments and Taxation is: Name: Address: (If not applicable, so state.) (2) Except as validly contested, the business has paid, or has arranged for payment of, all taxes due the State of Maryland and has filed all required returns and reports with the Comptroller of the Treasury, the State Department of Assessments and Taxation, and the Employment Security Administration, as applicable, and will have paid all withholding taxes due the State of Maryland prior to final settlement. L. CONTINGENT FEES I FURTHER AFFIRM THAT: The business has not employed or retained any person, partnership, corporation, or other entity, other than a bona fide employee or agent working for the business, to solicit or secure the Contract, and that the business has not paid or agreed to pay any person, partnership, corporation, or other entity, other than a bon fide employee or agent, any fee or any other consideration contingent on the making of the Contract. M. ACKNOWLEDGMENT I ACKNOWLEDGE THAT this Affidavit is to be furnished to the Procurement Officer and may be distributed to units of: (1) the State of Maryland; (2) counties or other subdivisions of the State of Maryland; (3) other states; and (4) the federal government. I further acknowledge that this Affidavit is subject to applicable laws of the United States and the State of Maryland, both criminal and civil, and that nothing in this Affidavit or any contract resulting from submission of this bid or proposal shall be construed to supersede, amend, modify or waive, on behalf of the State of Maryland or any unit of the State of Maryland having jurisdiction, the exercise of any right or remedy conferred by the Constitution and the laws of Maryland in respect to any misrepresentation made or any violation of the obligations, terms and covenants undertaken by the above business in respect to (1) this Affidavit, (2) the contract, and (3) other Affidavits comprising part of the contract. I DO SOLEMNLY DECLARE AND AFFIRM UNDER THE PENALTIES OF PERJURY THAT THE CONTENTS OF THIS AFFIDAVIT ARE TRUE AND CORRECT TO THE BEST OF MY KNOWLEDGE, INFORMATION, AND BELIEF. Date: Company Name: By: (Authorized Representative and Affiant) FEIN No: Page 43 of 55

ACKNOWLEDGEMENT OF RECEIPT OF ADDENDA FORM RFP NO.: 90979 TECHNICAL PROPOSAL DUE DATE: Wednesday, November 16, 2011 on or before 4:00 PM RFP FOR: UMUC CRM NAME OF PROPOSER: ACKNOWLEDGEMENT OF RECEIPT OF ADDENDA The undersigned, hereby acknowledges the receipt of the following addenda: Addendum No. Addendum No. Addendum No. Addendum No. Addendum No. dated dated dated dated dated As stated in the RFP documents, this form is included in our Technical Proposal. Signature Name Printed Title Date END OF FORM Page 44 of 55

APPENDIX B PRICE PROPOSAL PROPOSAL NO.: RFP 90979 PRICE PROPOSAL DUE DATE: November 16, 2011, AT 4:00 P.M. PROPOSAL FOR: UMUC CRM PROPOSER: Federal Identification Number: DATE The undersigned hereby submits the Price Proposal as set forth in RFP # 90979 dated 11/16/2011. License Cost per (seat/institution) Specify time period (month/year) Pricing should include any available educational discounts. If a seat license is quoted, describe the factors used in determining the number of seats. Consider growth over time and call center staffing, which is typically staffed with part-time employees. Describe how additional seats are added and auditing processes, if any. Annual Maintenance & Support (if any) We confirm that this Price Proposal is based on the Requirements per the RFP. Pricing is valid until June 30, 2013. We understand that we must request price increases by April 1 st of each year and that such price increases are to be based on the CPI as published by the Bureau of Labor Standards per Section III, Article 3. By signing below Proposer certifies that he has read, understands and will faithfully execute the terms and conditions stated herein. The signer also certifies that he/she is an officer or duly authorized agent of the firm with full power and authority to submit binding offers for the goods or services as specified. Vendors are cautioned to verify their proposals prior to submission as UMUC cannot be responsible for Proposer's errors or omissions. Any proposal that has been accepted by UMUC may not be withdrawn by the vendor. The Proposer represents, and it is a condition precedent to acceptance of this proposal, that the Proposer has not been a party to any agreement to submit a fixed or uniform price. Sign where applicable below. Firm Address City, State, Zip ( ) Telephone Number Signature By (please print) Title Date Page 45 of 55

FEI Number APPENDIX C TERMS AND CONDITIONS TO BE INCLUDED IN THE CONTRACT Termination for Default. If the Contractor fails to fulfill its obligation under this contract properly and on time, or otherwise violates any provision of the contract, the University may terminate the contract by written notice to the Contractor. The notice shall specify the acts or omissions relied upon as cause for termination. All finished or unfinished work provided by the Contractor shall, at the University's option, become the University's property. The University shall pay the Contractor fair and equitable compensation for satisfactory performance prior to receipt of notice of termination, less the amount of damages caused by Contractor's breach. If the damages are more than the compensation payable to the Contractor, the Contractor will remain liable after termination and the University can affirmatively collect damages. Termination hereunder, including the determination of the rights and obligations of the parties, shall be governed by the provisions of USM Procurement Policies And Procedures. Termination for Convenience. The performance of work under this contract may be terminated by the University in accordance with this clause in whole, or from time to time in part, whenever the University shall determine that such termination is in the best interest of the University. The University will pay all reasonable costs associated with this contract that the Contractor has incurred up to the date of termination and all reasonable costs associated with termination of the Contract. However, the Contractor shall not be reimbursed for any anticipatory profits that have not been earned up to the date of termination. Termination hereunder, including the determination of the rights and obligations of the parties, shall be governed by the provisions of the USM Procurement Policies and Procedures. Delays and Extension of Time. The Contractor agrees to prosecute the work continuously and diligently and no charges or claims for damages shall be made by it for any delays or hindrances from any cause whatsoever during the progress of any portion of the work specified in this Contract. Time extensions will be granted only for excusable delays that arise from unforeseeable causes beyond the control and without the fault or negligence of the Contractor, including but not restricted to, acts of God, acts of the public enemy, acts of the State in either its sovereign or contractual capacity, acts of another Contractor in the performance of a contract with the State or the University, changes in law or regulation, action by government or other competent authority, fires, earthquakes, floods, epidemics, quarantine restrictions, strikes, freight embargoes, malicious or criminal acts of third parties, or delays of subcontractors or suppliers arising from unforeseeable causes beyond the control and without the fault or negligence of either the Contractor or the subcontractors or suppliers. Non-Hiring of Employees. No employee of the State of Maryland or any unit thereof, whose duties as such employee include matters relating to or affecting the subject matter of this contract, shall, while so employed, become or be an employee of the party or parties hereby contracting with the State of Maryland or any unit thereof. Maryland Law. The laws of Maryland shall govern the interpretation and enforcement of this Contract. Contract Integration and Modification. This Contract and the documents incorporated herein form the entire agreement of the parties with respect to the subject matter of this procurement, and supersede all prior negotiations, agreements and understandings with respect thereto. This Contract may be amended with the written consent of both parties. Amendments may not significantly change the scope of the Contract. Notices. Notices under this Contract will be written and will be considered effective upon personal delivery to the person addressed or five (5) calendar days after deposit in any U.S. mailbox, first class (registered or certified) and addressed to the other party as follows: Page 46 of 55

For the University: University of Maryland University College Office of Procurement Attn: Procurement Officer 3501 University Blvd East Adelphi, MD 20783 For the Contractor: Name of Contactor Title Contractor, Inc. 000 Address Street City, US 00000 Multi-Year Contracts Contingent upon Appropriations. If the General Assembly fails to appropriate funds or if funds are not otherwise made available for continued performance for any fiscal period of this Contract succeeding the first fiscal period, this Contract shall be canceled automatically as of the beginning of the fiscal year for which funds were not appropriated or otherwise made available; provided, however, that this will not affect either the University's rights or the Contractor's rights under any termination clause in this Contract. The effect of termination of the Contract hereunder will be to discharge both the Contractor and the University from future performance of the Contract, but not from their rights and obligations existing at the time of termination. The Contractor shall be reimbursed for the reasonable value of any non-recurring costs incurred but not amortized in the price of the Contract. The University shall notify the Contractor as soon as it has knowledge that funds may not be available for the continuation of this Contract for each succeeding fiscal period beyond the first. Disputes. This Contract shall be subject to the USM Procurement Policies and Procedures. Pending resolution of a claim, the Contractor shall proceed diligently with the performance of the Contract in accordance with the procurement officer's decision. Non-Discrimination in Employment. The Contractor agrees: (a) not to discriminate in any manner against an employee or applicant for employment because of race, color, religion, creed, age, sex, marital status, national origin, ancestry, or physical or mental disability unrelated in nature and extent so as reasonably to preclude the performance of such employment; (b) to include a provision similar to that contained in subsection (a), above, in any subcontract except a subcontract for standard commercial supplies or raw materials; and (c) to post and to cause subcontractors to post in conspicuous places available to employees and applicants for employment, notices setting forth the substance of this clause. Contingent Fee Prohibition. The Contractor warrants that it has not employed or retained any person, partnership, corporation, or other entity, other than a bona fide employee or agent working for the Contractor, to solicit or secure this Contract, and that it has not paid or agreed to pay any person, partnership, corporation, or other entity, other than a bona fide employee or agent, any fee or any other consideration contingent on the making of this Contract. Pre-Existing Regulations. In accordance with the provisions of Section 11-206 of the State Finance and Procurement Article, Annotated Code of Maryland, the regulations set forth in USM Procurement Policies and Procedures in effect on the date of execution of this Contract are applicable to this Contract. Page 47 of 55

Financial Disclosure. The Contractor shall comply with the provisions of Section 13-221 of the State Finance and Procurement Article of the Annotated Code of Maryland, which requires that every business that enters into contracts, leases, or other agreements with the State of Maryland or its agencies during a calendar year under which the business is to receive in the aggregate $100,000 or more, shall, within 30 days of the time when the aggregate value of these contracts, leases or other agreements reaches $100,000, file with the Secretary of State of Maryland certain specified information to include disclosure of beneficial ownership of the business. Political Contribution Disclosure. Contractor shall comply with Election Law Article Sections 14-101 through 14-108 of the Annotated Code of Maryland, which requires that every person making contracts with one or more governmental entities during any 12 month period of time involving cumulative consideration in the aggregate of $100,000 or more to file with the State Board of Elections a statement disclosing certain campaign or election contributions. Compliance with Laws. The Contractor hereby represents and warrants that: It is qualified to do business in the State of Maryland and that it will take such action as, from time to time hereafter, may be necessary to remain so qualified; It is not in arrears with respect to the payment of any monies due and owing the State of Maryland, or any department or unit thereof, including but not limited to, the payment of taxes and employee benefits, and that it shall not become so in arrears during the term of this Contract; It shall comply with all federal, State, and local laws, regulations, and ordinances applicable to its activities and obligations under this Contract; and It shall obtain, at its expense, all licenses, permits, insurance, and governmental approvals, if any, necessary to the performance of its obligations under this Contract. Suspension of Work. The Procurement Officer unilaterally may order the Contractor in writing to suspend, delay, or interrupt all or any part of its performance for such period of time as the Procurement Officer may determine to be appropriate for the convenience of the University. Assignment. Neither party may assign or delegate this Contract without the prior written consent of the other party. No Third Party Beneficiaries. This Agreement is only for the benefit of the undersigned parties and their permitted successors and assigns. No one shall be deemed to be a third party beneficiary of this Agreement. Indemnification. UMUC shall not assume any obligation to indemnify, hold harmless, or pay attorneys fees that may arise from or in any way be associated with the performance or operation of this Contract. To the fullest extent permitted by law, the Contractor shall indemnify and hold harmless UMUC, the State of Maryland, University System of Maryland ("USM"), and their respective agents, servants and employees, from and against all claims, damages, losses and expenses, including but not limited to attorney's fees, arising out of or resulting from the performance of the Project work by the Contractor, provided that such claim, damage, loss, or expense is caused in whole or in part by any negligent or willful act or omission of the Contractor or any employee, agent or subcontractor of the Contractor. This obligation is not intended to be or to imply a waiver of the sovereign immunity of UMUC, USM or the State of Maryland. The University does not assume any obligation to indemnify, hold harmless, or pay attorney s fees that may arise from or in any way be associated with the performance or operation of this Agreement. Page 48 of 55

Contractor will indemnify and hold harmless and defend upon request UMUC, its officers, agents, and employees, or at Contractor s option, settle any suit, claim or proceeding (collectively, a Claim ) brought against UMUC alleging that Contractor software infringes any U.S. patent, copyright, trademark, or other proprietary right, arising out of purchase or use of materials, software, supplies, equipment or services under this Agreement and for a violation or breach of the provisions set forth in this Agreement, and shall pay any final judgment against UMUC, including all court awarded costs, damages and expenses, which result from any such claim, provided that UMUC: (a) notifies Contractor promptly in writing of any such claim or proceeding, (b) reasonably cooperates with Contractor in defending any such claim or proceeding, and (c) grants Contractor sole control over the defense and settlement of any such claim or proceeding. In no event shall UMUC settle any such Claim without Contractor s prior written approval. The foregoing indemnity, however, shall not apply to any Claim based upon infringements arising from: (a) modification of Contractor software by anyone other than Contractor, (b) the combination of Contractor software with software or products supplied by UMUC or others (other than owners or licensors of software provided by Contractor), or (c) software made to the software design of UMUC, or (d) continued allegedly infringing activity by UMUC after UMUC has been notified of possible infringement. If UMUC's use of Contractor s software or Services becomes, or in Contractor s opinion is likely to become, enjoined as a result of a claim pursuant to this Section, Contractor, at Contractor s expense, shall either procure UMUC the right to continue using the software or Services, or replace or modify the same so that it becomes non-infringing (provided replacement or modified software or Services have substantially comparable functionality to the original software or Service) or, in the event performing the foregoing options are not commercially reasonable, refund to UMUC the fees paid for the particular software or Services out of which the claim arose. Drug and Alcohol Free Workplace. The Contractor warrants that the Contractor shall comply with COMAR 21.11.08 Drug and Alcohol Free Workplace and that the Contractor shall remain in compliance throughout the term of the Contract. Retention of Records. Contractor shall retain and maintain all records and documents relating to this Contract for three years after final payment by the State and will make them available for inspection and audit by authorized representatives of the State, including the Procurement Officer or designee, at all reasonable times. Ethics. This Contract is cancelable in the event of a violation of the Maryland Public Ethics Law by the Contractor or any University employee in connection with this procurement. Anti-Bribery. The Contractor warrants that neither it nor any of its officers, directors or partners, nor any employees who are directly involved in obtaining or performing contracts with any public body has been convicted of bribery, attempted bribery or conspiracy to bribe under the laws of any state or the federal government. Corporate Registration. Pursuant to 7-201 et seq. of the Corporations and Associations Article of the Annotated Code of Maryland, corporations not incorporated in the State shall be registered with the State Department Assessments and Taxation, 301 West Preston Street, Baltimore, MD 21201, before doing any interstate or foreign business in this State. Before doing any intrastate business in this State, a foreign corporation shall qualify with the Department of Assessments and Taxation. Affidavit. A duly authorized representative of Contractor has executed the Contract Affidavit, incorporated and attached to this Contract as Exhibit A. Board of Public Works Approval. This Contract is contingent upon prior approval of the Maryland Board of Public Works. Page 49 of 55

Confidential Information Contractor acknowledges and understands that in connection with this Contract, the performance of the Services and otherwise, Contractor has had or shall have access to, has obtained or shall obtain, or has been or shall be given the University s Confidential Information (as defined herein). For purposes of this Contract, Confidential Information means all information provided by the University to Contractor, including without limitation information concerning the University s business strategies, political and legislative affairs, students, employees, vendors, contractors, student records, customer lists, finances, properties, methods of operation, computer and telecommunications systems, and software and documentation. Confidential Information includes information in any and all formats and media, including without limitation oral, and includes the originals and any and all copies and derivatives of such information. Contractor shall use the Confidential Information only if and when required for the performance of the Services, and for no other purpose whatsoever, and only by Contractor employees engaged in that performance. Contractor shall not, in any manner whatsoever, disclose, permit access to, or allow use of Confidential Information to any person or entity except as specifically permitted or required under this Contract. Contractor acknowledges and understands that UMUC is required to protect certain Confidential Information from disclosure under applicable law, including but not limited to, the Family Educational Rights and Privacy Act ( FERPA ), the Gramm Leach Bliley Act ( GLBA ), or the Maryland Public Information Act ( PIA ), including regulations promulgated thereunder, as the laws and regulations may be amended from time to time (collectively the Privacy Laws ). The Contractor agrees that it shall be obligated to protect the Confidential Information in its possession or control in accordance with the Privacy Laws to the same extent as UMUC would be obligated if the Confidential Information was in the possession or control of UMUC. For the purpose of this Contract, Contractor shall follow and be bound by the interpretation and application that the University gives to the Privacy Laws. If Contractor complies with the University s interpretation and application of the Privacy Laws, then the University shall have no cause of action against Contractor under this Contract if Contractor s actions concerning the Confidential Information are found to be in violation of the Privacy Laws. Contractor may disclose Confidential Information as required by legal process. If Contractor is required by legal process to disclose Confidential Information, Contractor shall immediately notify the University, and before disclosing such information shall allow UMUC reasonable time to take appropriate legal action to prevent disclosure of the Confidential Information. Contractor s obligations with respect to Confidential Information shall survive the expiration or the termination of this Contract. Contractor acknowledges that Contractor s failure to comply fully with the restrictions placed upon use, disclosure and access to Confidential Information may cause the University grievous irreparable harm and injury. Therefore, any failure to comply with the requirements of this Article shall be a material breach of this Contract. Contractor agrees and acknowledges that it is not the custodian of any Confidential Information that may be in Contractor s possession or control. Contractor shall forward any request for disclosure of Confidential Information to: Office of Legal Affairs University of Maryland University College 3501 University Boulevard East Adelphi, MD 20783 Except to the extent otherwise required by applicable law or professional standards, the obligations under this section do not apply to information that (a) is or becomes generally known to the public, other than as a result of disclosure by Contractor, (b) had been previously possessed by Contractor without restriction against disclosure at the time of receipt by Contractor, (c) was independently Page 50 of 55

developed by Contractor without violation of this Contract, or (d) Contractor and the University agree in writing to disclose. Each party shall be deemed to have met its nondisclosure obligations under this section as long as it exercises the same level of care to protect the other s information as it exercises to protect its own confidential information, except to the extent that applicable law or professional standards impose a higher requirement. All Confidential Information received by Contractor shall be returned to the University or destroyed upon completion or termination of this Contract at UMUC s option. Secure Protection and Handling of Data Network Security Vendor agrees at all times to maintain network security that at a minimum includes: network firewall provisioning, and intrusion detection. Application Security Vendor agrees at all times to provide, maintain and support its Software and subsequent updates, upgrades, and bug fixes such that the Software is, and remains secure from those vulnerabilities as described in generally recognized and comparable industry practices or standards, such as: a. The Open Web Application Security Project s (OWASP) Top Ten Project - see http://www.owasp.org; or b. The CWE/SANS Top 25 Programming Errors - see http://cwe.mitre.org/top25/ or http://www.sans.org/top25-programming-errors/; or Data Security Vendor agrees to preserve the confidentiality; integrity and accessibility of UMUC data with administrative, technical and physical measures that conform to generally recognized industry standards (see ISO 27002). Maintenance of a secure processing environment includes but is not limited to the timely application of patches, fixes and updates to operating systems and applications as provided by vendor or open source support. Data Storage Vendor agrees that any and all UMUC data will be stored, processed, and maintained solely on designated target servers and that no UMUC data at any time will be processed on or transferred to any portable or laptop computing device. Data Transmission Vendor agrees that any and all electronic transmission or exchange of system and application data with UMUC and/or any other parties expressly designated by UMUC shall take place via secure means. Data Encryption Vendor agrees to store all UMUC backup data as part of its designated backup and recovery processes in encrypted form, using a commercially supported encryption solution. Vendor further agrees that any and all UMUC data defined as personally identifiable information [confidential information] in this agreement under Maryland or federal legislation or regulations stored on any portable or laptop computing device or any portable storage medium likewise is encrypted. Data Re-Use Vendor agrees that any and all data exchanged shall be used expressly and solely for the purposes enumerated in the Agreement. Data shall not be distributed, repurposed or shared across other applications, environments, or business units of Vendor. End of Agreement Data Handling Vendor agrees that upon termination of this Agreement and the completion of any data transfer or migration required under an agreed upon exit strategy, it shall erase, destroy, and render unrecoverable all UMUC data and certify in writing that these actions have been completed within 30 days of the termination of this Agreement or within 7 days of the request of an agent of UMUC, whichever shall come first. At a minimum, destruction of data activities are to be performed according to the standards enumerated by the National Institute of Standards, Guidelines for Media Sanitization - see http://csrc.nist.gov/. Page 51 of 55

Security Breach Notification Vendor agrees to comply with all applicable laws that require the notification of individuals in the event of unauthorized release of personally identifiable data. information or other event requiring notification ( Notification Event ). In the event of a breach of any of Vendor s security obligations, or other event requiring notification under applicable law, Vendor agrees to: a. Notify UMUC by telephone and e-mail of such an event within 24 hours of discovery, and b. Assume responsibility for informing all such individuals in accordance with applicable law, and c. Indemnify, hold harmless and defend UMUC and its trustees, officers, and employees from and against any claims, damages, or other harm related to such Notification Event. Right to Audit UMUC or an appointed audit firm (Auditors) has the right to audit the Vendor and the Vendor s sub-vendors or affiliates that provide a service for the processing, transport or storage of UMUC data. UMUC will announce their intent to audit the Vendor by providing at a minimum two weeks (10 business days) notice to the Vendor. This notice will go to the [contact person for the contract]. A scope document along with a request for deliverables will be provided at the time of notification of an audit. If the documentation requested cannot be removed from the Vendor s premises, the Vendor will allow the Auditors access to their site. Where necessary, the Vendor will provide a personal site guide for the Auditors while on site. The Vendor will provide a private accommodation on site for data analysis and meetings; the accommodation will allow for a reasonable workspace, with appropriate lighting, electrical, a printer and Internet connectivity. The Vendor will make necessary employees or contractors available for interviews in person or on the phone during the time frame of the audit. In lieu of UMUC or its appointed audit firm performing their own audit, if the Vendor has an external audit firm that performs a certified Type II SAS 70 review, UMUC has the right to review the controls tested as well as the results, and has the right to request additional controls to be added to the certified Type II SAS 70 review for testing the controls that have an impact on Northwestern data. Audits will be at UMUC sole expense, except where the audit reveals material noncompliance with contract specifications, in which case the cost will be borne by the vendor. Industry Standards Generally recognized industry standards include but are not limited to the current standards and benchmarks set forth and maintained by the: a. Center for Internet Security - see http://www.cisecurity.org b. Payment Card Industry/Data Security Standards (PCI/DSS) - see http://www.pcisecuritystandards.org/ c. National Institute for Standards and Technology - see http://csrc.nist.gov d. Federal Information Security Management Act (FISMA) - see http://csrc.nist.gov e. ISO/IEC 27000-series - see http://www.iso27001security.com/ f. Organization for the Advancement of Structured Information Standards (OASIS) - see http://www.oasisopen.org/ Page 52 of 55

CONTRACT AFFIDAVIT (This affidavit is a mandatory contract addendum in accordance with USM Procurement Policies and Procedures, but it is only required from the successful Contractor.) A. AUTHORIZED REPRESENTATIVE I HEREBY AFFIRM THAT: I am the (title) SAMPLE and the duly authorized representative of (business) SAMPLE and that I possess the legal authority to make this Affidavit on behalf of myself and the contractor for which I am acting. B. CERTIFICATION OF CORPORATION REGISTRATION AND TAX PAYMENT I FURTHER AFFIRM THAT: (1) The business named above is a (domestic ) (foreign ) [check one] corporation registered in accordance with the Corporations and Associations Article, Annotated Code of Maryland, and that it is in good standing and has filed all its annual reports, together with filing fees, with the Maryland State Department of Assessments and Taxation, and that the name and address of its resident agent filed with the State Department of Assessments and Taxation is: Name: Address: (2) Except as validly contested, the Contractor has paid, or has arranged for payment of, all taxes due the State of Maryland and has filed all required returns and reports with the Comptroller of the Treasury, the State Department of Assessments and Taxation, and the Employment Security Administration, as applicable, and will have paid all withholding taxes due to the State of Maryland prior to final settlement. C. CERTAIN AFFIRMATIONS VALID I FURTHER AFFIRM THAT: To the best of my knowledge, information, and belief, each of the affirmations, certifications, or acknowledgments contained in that certain Proposal Affidavit dated, 2003, and executed by me for the purpose of obtaining the contract to which this Exhibit is attached remains true and correct in all respects as if made as of the date of this Contract Affidavit and as if fully set forth herein. I DO SOLEMNLY DECLARE AND AFFIRM UNDER THE PENALTIES OF PERJURY THAT THE CONTENTS OF THIS AFFIDAVIT ARE TRUE AND CORRECT TO THE BEST OF MY KNOWLEDGE, INFORMATION, AND BELIEF. Date: By: Page 53 of 55

APPENDIX D ELECTRONIC FUND TRANSFER SCHEDULE Page 54 of 55

APPENDIX D SCHEDULE EFT Payments to Contractors by Electronic Funds Transfer (EFT) If the annual dollar value of this contract will exceed $500,000.00, the Bidder/Offeror is hereby advised that electronic funds transfer (EFT) will be used by the State to pay the Contractor for this Contract and any other State payments due Contractor unless the State Comptroller's Office grants the Contractor an exemption. By submitting a response to this solicitation, the Bidder/Offeror agrees to accept payments by EFT. The selected Bidder/Offeror shall register using the attached form COT/GAD X-10 Contractor Electronic Funds (EFT) Registration Request Form. Any request for exemption must be submitted to the State Comptroller's Office for approval at the address specified on the COT/GAD X-10 form and must include the business identification information as stated on the form and include the reason for the exemption. The form is available as a pdf file on the web site of the General Accounting Division of the Comptroller of Maryland. That web address is: http://compnet.comp.state.md.us/gad/agencyinfo/agencyeft.asp Page 55 of 55