Purchasing Bids & Contracts Request for Proposal For Constituent Relationship Management System RFP NO.2016P102 ADDENDUM 01: November 6, 2015 FULL REQUEST FOR PROPOSAL (RFP) ADDENDUM 01 LOCATED AT: http://www.uco.edu/administration/pur-pay-trav/_current-solicitations/index.asp Please note the additions, deletions, and/or clarifications to the above referenced RFP No. 2016P102 below. This addendum and any previous addendums form a part of the Contract documents and modify the original RFP documents, dated October 20, 2015. ONE SIGNED COPY OF THIS ADDENDUM MUST BE INCLUDED WITH YOUR PROPOSAL AND RECEIVED ON OR BEFORE THE RFP DUE DATE/TIME. CLARIFICATIONS: Q1: Section 5 of the RFP provides a broad CRM purpose that could include but not limited to prospective students, current students, staff, alumni, donors, and external groups. Our experience has shown that institutions who successfully implement a CRM will do so in phases starting with enrollment and student recruitment. Given this, is UCO willing to look at a RFP response that delivers a successful CRM for enrollment management & recruitment as a phase 1 with delivery and Statement of Work for future phases as outlined such as an expansion of a CRM for current students, alumni and donors? A1: UCO is willing to consider a phased approach, but we may prefer to implement fewer system features if that results in the ability to roll out the communication functionality more broadly across the institution. Post-implementation tasks shall be documented for completion after project close. UCO promotes sustainability. Be GREEN change your margins to save paper!
Q2: What is the estimated number of UCO CRM staff users? A2: We plan for 100-250 staff users gradually increasing over the next three-to-five years. Q3: What is your current email marketing solution, if any? How many emails (by volume) do/will you send on a monthly basis? Total number of Prospects and applicants will be included in your marketing campaigns? A3: Mass-marketing/information emails are produced at UCO via the following separate procedures: a. Undergraduate Recruiting: They use a home-grown system to send approximately 50,000 emails per month. b. Office of Global Affairs: They use Hobson s Radius to send a maximum of 8,000 per month. c. Development: The fundraising and alumni relations arm of the university uses imodules to send approximately 80,000 per month. d. Small Business Development Center: They use Constant Contact and send a maximum of 6,000 per month. Internal mass-marketing emails and even some smaller external campaigns are sent using another home-grown system that UCO calls Email Blast. To date in 2015, more than 400 email blasts were sent to almost 4 million recipients. Q4: Do you have a current CRM in place? A4: There are a small number of decentralized systems in individual departments. Our Development Office uses imodules for alumni relations and fundraising functions. Our Office of Global Affairs and Jackson College of Graduate Studies use Hobsons Radius for applicant and recruiting functions. There is no CRM system in place in our main undergraduate admissions and recruiting area. Q5: How many applications are received by UCO on an annual basis? A5: In the last recruiting cycle we received 24,165 applications. Q6: Please describe the features and functionality of any desired portal(s): Q6a. General requirement? Apply online, track application status, connect with assigned recruiter, register for events, etc. A6a. Section 5.3 Functional Requirements Includes the general requirements of interest to the University. Please respond to each subsection of 5.3 with a detailed description of how your product meets those requirements. Q6b. Does the application process differ significantly by program or campus? A6b. The general application for undergraduate admission is the same across programs/colleges. There are some special applications for some graduate programs, but mostly the general graduate college application is consistent. Q7: We are in receipt of RFP Number 2016P102 for Constituent Relationship Management System and wanted to see if UCO will be engaging the assistance of a consultant to assist with the procurement process (i.e. detailed functional and technical requirements, negotiating the contract and statement of work, etc.) or if that will be done by University staff. A7: All procurement activities shall be performed by University staff. Q8: Regarding constituent communications through the CRM system, what does the university want to accomplish that its current methods of communication with 11/6/2015 2
constituents (students, staff, prospects, etc.) do not accomplish to the satisfaction of the university? A8: Section 5.1 Summary of Purpose explains the key aspects of the how we want to communicate with constituents. In summary the university is dissatisfied with the inability to communicate in an integrated and strategic way across the life cycle of the constituent: from prospect to alumni, and to efficiently share that data across the organizational boundaries of the university. The University is interested in a full constituent communications tracking system which includes the ability to log all types of communications, including email, telephone face-toface, hand-written and snail-mailed. CRM system users should have the ability to make notes about interactions with constituents. The CRM system also should automatically record per constituent correspondence/communication generated from this system. Q9: What are the three most important goals that the university seeks to achieve through the implementation of a new CRM system? A9: Sections 5.1 Summary of Purpose and section 5.2 Priority Requirements address the objectives that are most important to the university. Q10: Given the many functions available through a CRM system, would the university be open to a phased implementation? That is, are cer4tain CRM functionalities (ex: recruiting, campaigns, etc.) required to go live before other CRM functionalities and, if so, could the university prioritized the various functionalities should a phased implementation be amenable to the university? A10: See Q1/A1. Q11: Will this be an enterprise-level implementation (across the entire university) of the CRM system or will the implementation be specific to one or more departments/offices? If the latter, could the university supply the names of those departments/offices? A11: See section 5.2.1 Communication Priorities of the RFP. Q12: Does the university prefer licensing for the CRM system to be based on the number of concurrent users or on the number of named users? A12: Preference would be Concurrent or site license. Q13: Assuming the university would consider CRM licensing based on the number of named users, what would be the maximum number of named users that the university would expect for the CRM system? A13: Licensing by named users may limit our ability to broadly use the system. We want to manage the system as efficiently as possible. Q14: Assuming the university would consider CRM licensing based on the number of concurrent users, what would be the maximum number of concurrent users that the university would expect for the CRM system? A14: Fifty to one hundred (50-100). Q15: The university implies an openness to on-premises, SaaS, and a fully hosted CRM solutions. Of those three solutions, which one does the university consider to be most promising with regard to the current and future technological needs of the university? A15: Generally speaking, UCO prefers to make the hosting decision on a case-by-case basis dependent on the following factors: the technical expertise required to support the technology stack that is implemented in your platform, the expertise required to maintain 11/6/2015 3
and customize the system, and the specific security specifications and availability metrics of the vendor s hosted offering. The cost differential shall be taken into account as well. Q16: Regarding the future of the CRM system that will be selected, how important is it that it be highly upwardly scalable? A16: Scalability is important in that the CRM system chosen must meet the needs of UCO now and in the future. The intention is to use the system institution-wide for internal and external constituents with the potential to maintain a lengthy history of transactions and communications. Q17: Would the university prefer a CRM system that uses an open architecture design or one that uses a closed architecture design? A17: A system that meets the requirements as specified in the RFP is UCO s top priority. Nevertheless, the university needs to ensure any system that is implemented is maintainable. We prefer systems that implement mature, industry-standard technologies (hardware and software) for which the technical skills are common among the workforce. An open architecture generally allows for better integration with multiple systems. Q18: Regarding daily use of its new CRM system, what would be two or three of the university s pressing concerns regarding the use of that system by university staff? A18: a. Intuitive interface for generating constituent communications. b. Easy-to-create queries and reports c. Access credentials consistent with UCO s standard authentication systems. Q19: What would be two or three of the university s pressing concerns regarding the information technology maintenance aspects of that system? A19: UCO has specific criteria for the technical attributes of the system. Please respond to section 5.2.2 Integration Priorities and the entire section 5.4 Technical Requirements. Notwithstanding, integration with external data sources is a critical requirement; most notably Banner student information system. The vendor s demonstration of a mature and stable method to provide multiple hosting models is an important requirement. The vendor s demonstration of a well-planned philosophy and strategy for designing and building systems with strong, identifiable security properties is a significant requirement as well. Q20: If the university could design a CRM function such that it fits a need that is highly specific to the University of Central Oklahoma, what would that function be? A20: The University of Central Oklahoma wishes to have a constituent relationship system that allows us to utilize our data entry standard to efficiently track interaction with all levels of constituents cradle-to-grave and to effectively manage our relationship with each and all constituents. Q21: Assuming that the university is seeking a university-wide CRM system, is the university considering or would it consider vendor-based managed services to assist it with the business processes associated with running a new CRM system? A21: No. UCO-based resources shall manage the CRM system. Q22: Does UCO prefer a pre-built/turn-key solution vs a custom-built solution? A22: Pre-built systems are preferable particularly if a custom-built system requires considerable UCO-based technical resources to help develop and maintain. Q23: How many user licenses does UCO need? 11/6/2015 4
A23: See Q2/A2 Q24: What is UCO s budget for this project? A24: Under $250,000. Q25: What does UCO mean by integrated media campaigns? A25: UCO uses the term integrated to refer to multi-channeled promotions. In other words, a constituent might receive a printed communication piece with a follow up telephone call and/or email. Q26: Do you also intend to use social media sites like Facebook and Twitter? A26: Yes. See section 5.3.2. Q27: What communication channels is UCO looking for? A27: The University is interested in a detailed description of all types of communication that the vendor s system can incorporate. UCO reserves the right to implement all of the tools available, or only a subset. Q28: Case Management Please provide details such as who raises the escalations, what is the escalation matrix, what are the channels for raising an escalation. A28: Not certain what case management means in this context. We are not able to respond to this question. Q29: Can UCO also provide workflow of the case management? A29: See Q28/A28 Q30: Do you have any existing events management app? If yes, please provide technical info. A30: Some university areas use event-management type applications. The Nigh University Center uses EMS and Student Affairs uses Org Sync. Customized Education uses RegOnLine. A few units use Eventbrite. Q31: Is it available as web services URL? A31: On an event by event basis. Q32: Does it expose RESTful APIs or SOAP 1.1 APIs? A32: Please refer to the particular event management application s documentation fo r authoritative information. Q33: Please elaborate referrals. A33: An example of a referral in the context of recruitment would be a high school counselor who refers a prospect(s) to the university. The university case manager would need to track that referral source as well as the referrals themselves and any related communications. Q34: Who the users of the system are going to be? A34: Any campus entity who communicates with larger groups of constituents on a regular basis. Also note section 5.2.1 Communication Priorities. Q35: What are the constituents of external groups? A35: Section 5.3.1 describes the external groups we are interested in detail. 11/6/2015 5
Q36: What is the use case for faculties, current students, alumni and external groups? A36: See section 5.2. Q37: What is the level of social media integration that you are looking for? A37: Section 5.3.2 is asking the vendor to describe how their particular product integrates with popular systems. Q38: Please provide the use case for having social media integration at UCO. A38: Most students prefer communication via social media. The university needs to be able to incorporate relevant social media posts into constituent records. Q39: Is your end goal to track number of people who have read the email or also for nurturing of marketing activities? Salesforce has different apps with different pricing for both these features. A39: Please respond with your available options. Use of the CRM will not be limited to email. Q40: Please provide the use case for auto-population of questions. A40: Allow the system to read data feeds from national data bases, applications, inquiries, etc. and return questions or statements based on the data provided. Q41: Are you currently using any of the following: a. Shibboleth b. CAS c. ADFS A41: UCO uses all of those listed as is noted in section 5.4.3. and usually in the order listed above. Q42: Is there any other authentication system that UCO uses? A42: Above listed constitute our standards. Q43: Which of these authentication systems would UCO want a Single Sign-On with? A43: All of those listed above roughly in the order listed in Q41. Q44: Is the use for SSO confined to faculty and staff or UCO expects it to be used by any other users such as students and alumni as well? A44: UCO needs the ability to allow accepted applicants, who have campus credentials assigned at the time of acceptance, to have SSO access to the CRM system. UCO would like to have the ability for alumni authentication to the CRM but we are not providing that service at this time. Q45: Please confirm if OnBase provides RESTful APIs. A45: It has an API but does not use REST. Our API license only allows us to query the Onbase database directly. Q46: Are you open to switch to other CMS systems like SharePoint 0365 etc.? A46: No. Q47: What are the data sources which might need ad-hoc connections? What kind of data it has? A47: UCO seeks a system that allows for easy connectors to current and future data bases. 11/6/2015 6
Q48: What is the use case for ad-hoc connections to data sources? A48: To integrate and synthesize data points allowing big picture knowledge of a given constituent. Q49: What systems from each of StarRez, PeopleAdmin, Civitas, AdvisorTrac, imodules, OrgSync and D2L are in use at UCO? A49: All of those systems are in use at UCO. Q50: How many unique named users will be accessing the system and working as Administrators (building workflows, updating communication plans, building reports, needing full system access, etc.)? A50: See Q2/A2. Q51: How many unique named end user/functional users will need access to the system in Admissions/Enrollment/Recruiting? A51: Thirty (30) Q52: How many users will need access to system from Student Affairs/student Success/Advisors/Counselors? Etc.? A52: Thirty (30) Q53: How many Foundation users will need access to system? A53: Fifteen (15) Q54: Does your faculty and staff use Microsoft Outlook? A54: Faculty/Staff email is Office 365. Outlook is the primary client for Windows machines; Mail on Apple. Q55: Are you leveraging any other Microsoft Products on campus such as One Note, SharePoint, or Excel? A55: Microsoft Office applications are available to all employees. Q56: How do you anticipate your users will use the coordinated communications from all university lines of business functionality? A56: Allow information to be shared based on authorized access to members of the UCO community. We want to ensure an appropriate amount of quality of communication is provided to each constituent; to limit communication to relevant information for the recipient; and to identify all University touch-points for a constituent in an effort to coordinate communication. Q57: Which users do you anticipate will need access to business, campaign, and marketing analytics to evaluate the impact of CRM managed campaigns, events, communication efforts, and resultant yield at all levels? A57: Decision-makers in Student Affairs, Academic Affairs, University Relations, and Development. Q58: Is it important that the solution have the ability to manage inquiries, manage the recruitment, application and admissions process? A58: Yes, it is very important. 11/6/2015 7
Q59: In addition to communications, how important is it that the solution have the ability to manage the data, information and tasks related to the recruitment, applications and admissions process? A59: Very important. ALL OTHER ITEMS REMAIN UNCHANGED. Name of Firm: Name of Authorized Person: (Print or Type) Signature: Date: 11/6/2015 8