ADDENDUM No. 1 for. Customer Relationship Management (CRM) System for Division of Student Affairs and Enrollment Management RFP

Transcription

1 OFFICE OF PROCUREMENT SERVICES 2039 KENNEDY BOULEVARD, ROOM# H-111 JERSEY CITY, NEW JERSEY TELEPHONE NO. (201) FAX NO. (201) ADDENDUM No. 1 for Customer Relationship Management (CRM) System for Division of Student Affairs and Enrollment Management RFP Date: January 18, 2019 Addendum is issued for the purpose of amending, revising and clarifying certain requirements of the Contract Documents, such requirements are hereby made part of said Documents as though they were originally included (or excluded) as indicated herein. All bidders shall be guided accordingly. THE PURPOSE OF THIS ADDENDUM IS TO CHANGE THE FOLLOWING ITEMS: The RFP bid due date has changed to: Thursday, February 7, 2019 at 2:00 p.m. The following questions were presented from potential bidders and have been answered in this addendum: 1. How many named users (individuals) will need access to the system? 10+ Power users/ 50 + end users/ 40 + read only 2. How many individuals do you anticipate communicating with over the course of a year? 300, Do you have multiple locations that will be using the CRM system (for example, multiple campuses or satellite colleges)? If so, do you plan to have a central system office collect and/or distribute data/information to and from those colleges through the CRM system? Multiple locations, but everyone operates off the central system. 1

2 4. For clarification, will this be an enterprise-level implementation (for use across the entire university) of the CRM system? Or will the implementation be specific to one or more departments/offices? If the latter, could New Jersey City University verify the names of those departments/offices? The initial implementation will be for Enrollment Management offices (admissions, financial aid, Registrar), with potential for future enterprise level implementation. 5. Given the many functions available through a CRM system, would you be open to a phased implementation? That is, is certain CRM functionality required to "go live" before other CRM functionality (for example, recruiting first, event management second, alumni process third, etc.) If so, could you prioritize such requested functionality if a phased implementation is amenable? Yes, Recruiting (lead management/event/travel management), Admissions Operations and application functionality, lifecycle communication (financial aid, academic and enrollment data). 6. What are the three most important goals that New Jersey City University seeks to achieve through the implementation of a new CRM system? 1) To implement segmented communication plans using automated, behavior-based workflows across the student lifecycle. 2) To fully support undergraduate and graduate application reading and admissions processing workflows in one central location. 3) To produce sophisticated, instantaneous analytics and predictive modeling reports. 7. Regarding constituent communications through the CRM system, what do you want to accomplish that your current methods of communication with constituents (students, staff, prospects, etc.) do not accomplish to the satisfaction of the university? The University does not have the ability to highly segment our prospective and current student targets into structured, behavior-based communications plans with our current CRM functionality. The University does not have the ability to conduct accurate A/B testing. The University does not have the ability to access analytics in a timely fashion. The University does not have the ability to create our own vanity URLs for event forms. The University does not have the mobile accessibility necessary to utilize the CRM on recruitment trips. 2

3 8. After receiving vendor replies, can you inform us as to what will be the next step in the decision-making process for this potential procurement? Will there be a down-selection process? The University has established a committee that will evaluate proposals and determine if a short list and presentations are necessary. 9. Does New Jersey City University have a grace period or an official procurement policy regarding how the university handles vendor RFx replies that have had their timely delivery (via, for instance, courier) delayed/interrupted by sudden bad weather (blizzards, floods, acts of God, etc.)? If so, can you provide details of your grace period or your policy? As per Section 4.2 of the RFP, Bidders are cautioned to allow adequate delivery time to ensure timely delivery of bid proposal. Late bid proposals are ineligible for consideration. 10. Can you verify the desired (or expected) length of the contract for this procurement? Please see section Contract terms of the RFP. 11. How many full access users do you anticipate will access the solution? 10+ Power users/ 50 + end users 12. How many read only users do you anticipate will access the solution? 40+ read only users 13. Regarding Section CONTRACT TERMS, is the University willing to consider proposals for initial terms longer than 1 year? Yes, we re willing to consider terms longer than 1 year. 14. Is the University able to contract with multiple vendors providing a unified solution/joint proposal should it be the highest ranked offeror? We prefer one vendor, verse multiple vendors, but are comfortable with the vendor subcontracting on their own accord if need be. 15. Regarding Section Delivery of the initial system is targeted for Summer of 2019, is this the target date for completion of implementation or the initial launch of implementation? Initial launch 3

4 16. How many finalists will be identified through this procurement process? This cannot be determined at this time. 17. Will the University be conducting demos of proposed solutions? If so, what is the target date? Yes, in mid- spring of When does the University expect to: a. Identify a selected solution: Mid-spring 2019 b. Complete contracting: Late-spring 2019 c. Begin implementation: Summer 2019 d. Go live with the new CRM: Summer/early Fall Please provide information regarding how RFPs will be scored. The University s prepares evaluation sheets based on the RFP and how well the proposal adheres to the requests. 20. Who will be responsible for making the final decision/selection? Is there a committee? If so, please provide information regarding the number of members and departments represented. Yes there s a committee comprised of Enrollment Management staff from undergraduate admissions, graduate admissions, enrollment communications, enrollment operations and Information Technology (7-8 people). 21. Has the University collaborated with any vendors in the creation of the RFP and/or its requirements (i.e. received sample RFP content from a vendor or previously issued RFP from another institution)? If so, which vendor(s)? No 22. Has the University participated in/viewed demonstrations of CRM solutions in the last 12 months? If so, please identify which ones. No. 4

5 23. What is the University s current CRM? Hobsons Radius 24. Why is the University seeking a new CRM? The strategic goals of departments within the Division of Enrollment Management are not obtainable using our current CRM. A new CRM is needed to meet both the goals of our division and the goals of the university. 25. What are the current deficiencies of the current CRM? Limitations in behavior-based automation and smart logic, inefficient reporting and analytics, lack of full lifecycle management, lack of mobile accessibility. 26. What other software/technologies are currently being utilized for recruitment? Hobsons Radius, Cadence (formerly Mongoose), and mobile call center software that had yet to be selected and implemented. 27. What staff and resources does the University have to manage data integration? Is there a preference of the staff to work via API or other approach (e.g. batch file, direct to database)? Enrollment Management and IT staff. We have no preference at this time. 28. How is the College currently integrating between the current CRM and PeopleSoft? A daily automated file transfer process 29. Regarding Please describe how your solution can interface to two different student information systems based on different constituents (Grad and Undergraduate). can you please provide more information/background on this? Does the University currently have two instances of PeopleSoft or a completely different SIS for the two divisions? The university has only one instance of PeopleSoft, however, undergraduate applications come through PeopleSoft and Graduate applications come through Hobsons. 30. Does the University require an online application tool as part of the CRM solution? Yes 5

6 31. If the University requires online application functionality, are there any desired requirements for this? Mobile friendly, intuitive user interface, utilization of progressive disclosure. 32. What is the College's annual inquiry volume (by department/category)? Undergraduate: 120,000 / Graduate: 80,000 /Current Students: 13, What is the College s annual application volume (by department/category)? 11,000 undergraduate +1,400 grad= 12,400 annually. 34. What departments/functional units will be utilizing the CRM? Enrollment Management Division: University Admissions, Enrollment Communications, Financial Aid, Registrar, New Student Programs, Graduate Admissions, Transfer Resource Center, Student Outreach and Retention. 35. How many users will utilize the CRM across which departments? Please breakdown by 1) admin/power users who may need full system access and/or mass communication access and 2) basic/end users and application reviewers who do not need system configuration or mass communication access. Admin/Power Users: 20+ Basic End Users/App Reviewers: Has a budget been allocated and approved for this project? $100,000 annually has been initially budgeted. 37. What is the University's budget for the project? $100,000 annually has been initially budgeted. 38. Is there a requirement/preference for the selected solution to have a vendormanaged implementation process including on-site meetings (vs. DIY/selfimplemented solutions)? No preference. 39. Is there a plan to phase various elements of the CRM? If so, can you please share the plan? Yes. Recruitment will be the first priority, admissions and application readability will be the second, and full lifecycle communication (using financial and enrollment data) will be the third. 6

7 40. Section SUBMISSION OF BID PROPOSAL indicates that the response must be sent via mail to the prescribed address, but the date extension indicated that vendor responses to the bid could be submitted via . Can the Vendor Response to the RFP be submitted via only? No. 41. The RFP clearly states that NJCU is seeking a lifecycle CRM, would the committee also consider a CRM for recruitment only? No. 42. Section says that future phases will include functionality for offices such as Financial Aid and Student Records, Student Services and Alumni Relations and Advancement. Please confirm that this functionality is out of scope for this project. It is not out of scope for this project, and we would like to be set up so we could add these offices at a future date, after the go-live. 43. What is the University s current standard for and calendaring (i.e. MS Exchange, Gmail, etc.)? Are all users on the same software? MS Exchange. Yes, all users are on the same software. 44. Does the University currently use Duo for identity management as well as centralized authentication, or is there a separate identity store (i.e. Active Directory)? Are all users (faculty, staff, students, etc.) managed in the same identity store, or are there multiple? Please provide the state of identity management and authentication at the University that should be assumed for the purposes of this proposal (i.e. What tools and versions will be in place for all users? Should it be assumed that identity federation is in place, and if so, using what tool?). We use duo for two- factor identification and we use Active Directory for identity management. 45. Section says that the CRM solution is required to integrate with existing constituents records. Does this requirement indicate a need to migrate existing constituent data into the new system, or does it indicate a need to maintain constituent records in the CRM as well as in an existing system (via integration)? Yes. 46. Please describe the data types that are maintained in the University s PeopleSoft SIS as the authoritative source (for the purposes of integration planning). For example, the SIS certainly includes all student profile information; this is a needed integration point. Does the SIS also include student financial data? Student academic schedule data? Student performance data? Etc. The SIS includes all student data types, including financial information, academic scheduling data, initial application data and demographic 7

8 information. It does not include prospective student data or lead source information. 47. If Graduates and Undergraduates are managed in different SIS applications (i.e. not both in PeopleSoft), please provide details of the second system. They are not managed in different SIS applications (only their applications are)- they both feed into one system (PeopleSoft). 48. How many people are expected to use the CRM in the following high-level roles: a. Administration University Management: 5+ b. Administration General Staff: 60+ c. Administration Technical: 5+ d. Faculty: 40+ e. Students 0 f. Other external users (please define i.e. external marketing vendor) What is the NJCU s current CRM system? Hobsons Radius 50. What are some of the most critical issues with the current CRM? The University does not have the ability to highly segment our prospective and current student targets into structured, behavior-based communications plans with our current CRM functionality. We do not have the ability to conduct accurate A/B testing. We do not have the ability to access analytics in a timely fashion. We do not have the ability to create our own vanity URLs for event forms. 51. Total number of applications received (Undergrad, Grad, etc.). Undergraduate: 120,000 / Graduate: 80,000 /Current Students: 13,000 8

9 52. What will be the number of Users for the CRM and possible related roles: Full Use, App Review, Work Study, etc.? (Undergraduate Admissions and Scholarships? Graduate Admissions? Distance Education? 20+ Power users and 80+ End users 53. What payment gateways are in current use at the NJCU for Application fee payment, any paid events, orientation, enrollment deposits? Touchnet 54. Approximately how many unique addresses (contacts) does NJCU include in marketing campaigns? What is the approximate total of volume in any given year? 300, How many total systems will need to be integrated with the CRM? How often will data move from CRM to PeopleSoft and vice versa? What type of data does NJCU anticipate moving from PeopleSoft to CRM? 5+ Daily Demographic information, application information, enrollment data, financial aid information 56. Is there an estimated number of text messages that will be sent to prospects, apps, admits, etc.? 200,000+ annually The RFP proposal due date is Thursday, February 7, 2019 at 2:00 p.m. All other terms and conditions of the bid specifications shall remain the same. END OF ADDENDUM 9