RFP No C059 Cloud-Based Customer Relationship Management Solution March 26, 2018

Transcription

1 RFP No C059 Cloud-Based Customer Relationship Management Solution March 26, 2018 Questions and Answers Notice: Questions may have been edited for clarity and relevance. 1. Question: Can we propose more than 1 CRM solutions as that meet the MWAA's current and future requirements? Answer: All proposals will be evaluated based on the SOO in the RFP. It is up to the offeror s discretion to offer an alternative solution. However, the alternate solution will not be the basis upon which award will be made. If 2 or more proposals are submitted, the primary proposal must be identified. 2. Question: Can you provide us a list of software/solutions that the proposed CRM platform needs to be integrated with in the first year of implementation? Answer: Currently, we have identified, but are not limited to the following, Workday, Mobile Application, Drupal, WiFi, PROPWorks, and Digital Signage. 3. Question: In Section X, Attachment 02, Paragraph B, the requirements for Section 3: Integration states that the Offeror must provide a demonstrated successful technical solution and detailed integration plan that meets the specific requirements of the SOO Section 4.9. In Section X, Attachment 01, Paragraph 4 (Statement of Work Objectives) ranges from subsection 4.1 to and continuing on to section 5. Is section 4.9 missing? Answer: See Amendment #3 4. Question: Is the base period estimate of $750,000 for base period only for services, or services and licenses? Answer: The estimate is for licenses and services. 5. Question: Would you answer the following: 1. Can MWAA describe the number and type of users? For example, number of users taking requests, number of users resolving requests, etc. 2. What type of Marketing are they going to do (e.g. Outreach, social media monitoring, proximity marketing, etc)? 3. What type of Sales activities they are going to do (e.g. Campaigns, lead generation, satisfaction survey, account management etc.)? 4. What type of Service Requests will this CRM handle (e.g., customer complaints, facilities work order management, etc.) Answer: For #1, noted in the Price Schedule. For #2-4, the proposed solution needs to address all of the above. Questions and Answers for RFP No C059 Page 1 of 10

2 6. Question: Will the vendor be asked to install any hardware (e.g., kiosks), or is this a pure software implementation? Answer: No hardware is involved. 7. Question: Can MWAA please describe its current telephony infrastructure? Answer: Currently, have a combination of legacy PBX and VOIP. 8. Question: Can MWAA describe the amount of storage it anticipates needing? Answer: Storage scalable to support million records per month with expected to growth of 15-20% per month. 9. Question: Price Schedule -Can MWAA please enable placeholder for labor categories of CRM- Business Analyst, CRM- QA/Tester for line item 2.0 (for base year and each option year)? Answer: See Amendment # Question: Price Schedule -The quantities of Line item 1.0 (for base year and each option year) is locked, the user requirement vs license requirement may be different. Can MWAA unlock the quantities column for vendors to include applicable quantities? Answer: Please provide pricing for quantities as indicated. 11. Question: Price Schedule- Section 1.01 through 1.04 are mainly for applicable products prices. Similar to section 1.05, would MWAA prefer to have support services included? if so similar line items may be added for each option year for vendor's maintenance & support service. Answer: Please price as indicated on the Price Schedule. 12. Question: Price Schedule- Can MWAA please help define the unit LS? Answer: LS means a fixed price for that item. 13. Question: RFP- Section VII-21 - Line 41- Taxes- is MWAA a Tax-exempt entity? Answer: Yes, but not all entity accepts the Tax Exempt Certificate, therefore, all pricing proposed by the offeror should include all applicable taxes. 14. Question: RFP -Page 1- Item 8. A request for proposal due date extension has been sent out earlier among other questions, it will help if MWAA can consider additional days as due date, possible response due date of Apr 24th, based on MWAA's answers to various questions in timely manner. It will help vendors to absorb those answers in proposal and offer applicable response. Answer: See Amendment # Question: For the pricing submission, may we add a tab to the.xls to include pricing assumptions and our basis of estimate for the implementation services? Answer: Yes, you may. Questions and Answers for RFP No C059 Page 2 of 10

3 16. Question: Which aspects of HR and Finance (or other) from Workday do you wish to integrate with the CRM solution? Can you provide specifics of how you would use the Workday data? Answer: 1. See answer #2. 2. We shall be applying Workday data for sales and marketing purposes. 17. Question: Is the Transition Plan is a completely separate document, or is it included in the 50- page limit? Does pricing for the Transition Plan go into the Price envelope, but as a separate file? Answer: The Transition Out plan and price proposal request will occur prior to the end of the contract. 18. Question: Does MWAA have a preference/requirement for the percentage of work performed onsite in the two locations? Answer: Location preference / requirements are not currently available. 19. Question: The stated budget is $750k with $200k annually for support. Does this include software costs? Answer: See answer # Question: Does MWAA have an expected procurement timeline (presentations, selection, notice to proceed)? Answer: Not at this time. The timeline will depend on the number of proposals received. 21. Question: Do MWAA already have Azure? Answer: Yes, Azure IAM, looking for SAML 2.0 / oauth integration. 22. Question: Errors and Omissions aggregate coverage of $10M seems excessive for a contract of this size. Will MWAA consider reducing the requirement to $5M total? Answer: There is no change in the insurance requirement. 23. Question: Does the Airports Authority have an anticipated go live date for the new solution? Answer: Implementation activities begin immediately after award. 24. Question: Can the Airports Authority provide more detailed requirements for your sales, service and marketing objectives? 25. Question: How many internal users will be utilizing the new CRM application? 26. Question: What is the anticipated volume of customer service inquiries on an annual basis? Answer: Approximately 250,000 per month; 3,000,000 per year. 27. Question: For outbound marketing/outreach activities, what is the anticipated volume of outbound s? Answer: Anticipate 3 million with 10-20% growth per year and may increase based on various campaign needs. Questions and Answers for RFP No C059 Page 3 of 10

4 28. Question: What applications would the Airports Authority envision developing leveraging the new platform/marketplace? This does not include the out of the box sales, service and marketing functions. Answer: Applications could include, but are not be limited to, Beacons, Wayfinding, Lost/Found, epermit, Taxi Permit, and others. 29. Question: Can proposals be hand-delivered? Answer: Yes, but must be on time. 30. Question: Section 3 Scope The section doesn t provide much detail about base configuration, integration, implementation and training services. Can MWAA provide following: a. Base business process flows for Marketing, Sales, Customer Support and Customer Service b. Base workflows that need to be configured as part of this effort Answer: This information will be provided to awardee. 31. Question: Section The CRM tool (Salesforce/MS Dynamics CRM) support variety of workflow options, can MWAA describe base customer service and support flows. Answer: See answer # Question: Section 4.8 While its clear MWAA want the CRM tool to be able to integrate with SSO, Financial and HCM applications. It s not clear if MWAA will like these integrations to be developed as part of the initial configuration. Do we need to price these integrations in the quote? Answer: No, we are looking for Out-of-the-Box solution. See also answer # Question: Is MWAA looking for only 5 licenses for Marketing, Social Media, Advertising and Sales and Service Management? Is that the total number of MWAA users who will be accessing the CRM tool? 34. Question: 1.05 Implementation and Configuration Services Scope for these base services is not clear. Answer: See answer # Question: For supplementation services Is MWAA only looking for an hourly rate for four positions listed. These positions don t include Business Process SME, Business Process Analyst, Quality Assurance Analysts or Documentation Specialists. Will MWAA provide personnel with those skills? Answer: Yes. For now, MWAA expects to provide any additional staffing. 36. Question: Are vendors allowed to use offshore resources for certain elements of the implementation? Answer: No. Questions and Answers for RFP No C059 Page 4 of 10

5 37. Question: Please confirm if the resources for onsite/offsite work need to be a US Citizen or any resources with USCIS approved valid work authorization may also be assigned to the project? Answer: Resources authorized to work in the United States may participate is this contract. 38. Question: Is there any security clearance requirement for the project for resources? Answer: See SOO section Question: Section 2 Background: Could the Airports Authority clarify if "raw data" will be consumed by the CRM application or if it will need to be exposed via the CRM API? Answer: The solicitation expresses the intent. No additional clarification is required. 40. Question: 4.8.1: Can the Airports Authority clarify the external systems that the CRM solution needs to integrate with? Ex. name of system. description of interface, etc. Answer: See answer # Question: 4.5.1: How many social media channels does the Airports Authority need to manage within the Social Media platform? Answer: See SOO section Question: Does the Airports Authority need to monitor specific keywords? If so, can the Airports Authority estimate the number of keywords they intend to monitor per month? Answer: The Airports Authority anticipates keywords with growth anticipated. 43. Question: 4.6: How many users will need access to the Customer Support functionality? 44. Question: 4.3: How many users will need access to the Marketing functionality? 45. Question: Will a Customer Portal need to be provided as part of the solution? Answer: Yes. 46. Question: 4.8.1: Does the Airports Authority have an existing middleware solution to manage integrations? If not, should the vendor include this in their proposal? Answer: Yes, we have a middleware solution. No, no additional middleware should be included in the proposal. 47. Question: 4.3: Does the vendor need to include pricing for creation of digital content for the Marketing initiatives or only pricing for the configuration of the Marketing solution? Answer: Only pricing for the configuration of the Marketing solution. 48. Question: Is the Airports Authority interested in a mobile app for external users as part of the solution? If so, what features need to be made available in the mobile solution? Answer: The solution should be able to support Airports Authority s existing mobile apps. Questions and Answers for RFP No C059 Page 5 of 10

6 49. Question: 4.4: Does the solution need to support e-commerce capabilities that are available to customers? Answer: We are not anticipating support for e-commerce capabilities at this time. 50. Question: Is there any need for Data Encryption? Answer: Yes. 51. Question: Does MWAA expect to follow any Web Content Accessibility Guidelines of ADA for this project. If so, please define the level those functionalities would need to meet- A, AA or AAA for each? Answer: See Amendment # Question: Can MWAA please quantify and explain the performance requirements of "The solution must be in compliance with this tasking 100% of the time", for each of section 5 Performance Requirements. The table does not offer measure-able parameter for vendors to validate the method of surveillance. Answer: The Contractor must ensure each of the required capabilities is available to the Airports Authority at all times during the life of the contract. Status reporting and usage (direct observation) are the primary methods of surveillance to ensure capability availability. 53. Question: Can MWAA define how many reports are being required to be compared in performance table 5.1? Break up of complexity of reports will help across the number of products outlined. Answer: Specific report requirements will be defined in future task orders. The Out-ofthe-Box solution should provide the capability to provide standard reports. 54. Question: Please indicate if the proposed CRM application will become system of record or any other backend application? Answer: The solution will be the System of Record for customers and marketing. 55. Question: Is there any multi- lingual capability required, if so, please indicate the languages by each application? Answer: The Airports Authority expects the CRM platform to have multi-language capabilities. 56. Question: Is MWAA expecting to have concurrent roll out of each objective outlined in section 4? Answer: There will be some concurrent overlaps of core capabilities. 57. Question: Is there any need for offline record/data to be synchronized? Answer: Expecting industry standard APIs. 58. Question: Section 6 - Transition Out Plan and price- Please confirm if MWAA is expecting prices to be included for this section in our proposal. If so, Can you please help create a placeholder in current locked excel file and update? Answer: No, the price is not required with the proposal. See answer # 17. Questions and Answers for RFP No C059 Page 6 of 10

7 59. Question: Can MWAA please indicate current organizational adoption of Agile based development projects? Few project examples will help where MWAA has been successful in Agile. Answer: Workday, BI, Mobile App, and web site are good examples of Agile development. AA has been using Agile for the past 3 years. 60. Question: Based on the complexity of the solution and pending answers to the questions, it will help if MWAA can consider extending the proposal due date by 2 weeks to Apr 13th. Answer: See Amendment # Question: Does MWAA have pre-existing enterprise agreements with software companies that provide CRM business applications that you wish to leverage? Answer: There are no current CRM enterprise agreements. 62. Question: The SOO emphasizes installation, configuration and training of a general platform that meet the objectives, but no specific implementation tasks around the implementation of Airports Authority's specific programs are included within scope. For example, migrating from existing systems/applications/databases, integrating into inbound/outbound channels, performing business analysis and implementation of a specific existing/new loyalty program, or the actual implementation lifecycle associated with Workday integration are not itemized or detailed. If these tasks are to be included, are there requirement details available? Answer: Out of the box. Additional integrations will be initiated via task orders. 63. Question: How many users will need to login and use the system, by stakeholder group? 64. Question: SOO Section 5 indicates that bolted-on critical modules or the use of multiple vendor products to meet expectations would not be considered "cohesive." Are software vendor plugins available in an "app store" or similar pre-integrated products considered "bolted-on" or "multiple vendor products"? Answer: App store applications are considered extensions of capabilities. Bolt-ons are not considered extensions. 65. Question: Section SOO mentions integration with other systems. Is there a complete list of other systems/applications/apis to help us validate our proposed solution? Answer: See answer # Question: SOO Section 2 suggests that sales and marketing communications may need to be directed to 45 million people. Does this number represent the possible universe of direct touch contacts/activities? In other words, should we ensure that the proposed solution handles 45 million "people" records? Answer: Yes. See also answer # Question: How many MWAA personnel does MWAA anticipate will be assigned to this project, and in what roles? Answer: MWAA IT and Business internal support depends on individual task orders. Questions and Answers for RFP No C059 Page 7 of 10

8 68. Question: Does MWAA have specific security issues or requirements that it desires to be addressed within the solution? Answer: See Amendment # Question: How many users/concurrent users will be using the CRM? 70. Question: Which system are you currently using for CRM? Answer: None. 71. Question: We are requesting an extension on the deadline for offer submission as the Pre- Proposal Conference did not occur on March 2, 2018 as planned. Answer: See Amendment # Question: In light of the high winds across DC metro area, Can MWAA please indicate if the scheduled Pre-Proposal conference of today at 1130 AM continues to hold good? We will appreciate if MWAA can reconsider the meeting date to Monday or Tuesday for safety of participating members and MWAA staff. Answer: N/A 73. Question: I am interested in budding on solicitation number 1-18-C059. I am an established small business web development company, and would to come meet you before submitting a bid, but I would like more information on the specifications of development to see if my company can provide service. Answer: The solicitation is on the web site and no specific vendor contacts are permitted. 74. Question: Does the MWAA currently have a CRM solution in place? If so, was it developed by an outside vendor, or by in-house employees? Or is this a new initiative? Answer: See answer # Question: Does the MWAA have an estimated spend for this project? And is there an anticipated project start date? Answer: See answer # Question: How is this project being funded? Answer: N/A 77. Question: Is there a current CRM in place that is being replaced? If so, who provides this system, and why does it need replacement? Answer: See answer # Question: When does an award tend to be made? Answer: Anticipate 2 nd quarter 2018 award. 79. Question: Do you anticipate a need to solicit a similar business process or other type of solution in the future? If so, what and when? Answer: At this time the decision has not been made. Questions and Answers for RFP No C059 Page 8 of 10

9 80. Question: What are the transnational systems that are in place, such as Purchase, HRMS, Payroll, etc. Answer: See answer # Question: What are the customer facing applications in place? Answer: The Out-of-the-Box solution should integrate with the following critical applications, Web site, mobile app, Digital Signage, and PARCs/parking, and epermit, Taxi Permit applications. Additional integrations will be initiated via task orders. 82. Question: What kind of customer data is being captured by marketing team? Answer: Preliminary demographic information. 83. Question: What databases are being used by the Agency? Answer: The expectation is a SaaS based solution. 84. Question: Is there a Data Warehouse solution in place? Answer: Yes. 85. Question: General Questions: 1. What are the different roles of users targeted to move into the CRM Solution? What would be a rough number of users per Role? 2. If the solution is provided in a scoped manner, what are the areas to be prioritized? Answer: 1. See answer #5. 2. Prioritization will be reflected via task orders. 86. Question: Marketing/ Loyalty management Questions: Answer: 1. Is there a requirement to send Mass s to Customers/ Vendors/ etc. 2. Are we looking towards integrating any external Marketing Intelligence solutions already existing in MWAA? 3. What are the different modes of Communication expected? 4. What are the current sources for Lead Generation? What are the different Channels? 5. How are consumer spend currently stored or brought into the system? 6. Is MWAA looking towards implementing response based Workflows to cater to specific Customers? 7. What are the different Social Media apps to be integrated? Twitter, Facebook? 8. How are external data currently collected? Like; wearables, Signage, etc. 1. Yes 2. This solution will not use any external MI solutions. 3. See answer # Currently provided via contracting vehicle. 5. Currently through manual process. 6. Yes Questions and Answers for RFP No C059 Page 9 of 10

10 87. Question: Sales Questions: Answer: 7. See answer # Currently most data is coming through web, social media, Wi-Fi, Public Safety, Lost/Found and Information Desk and Intercept survey. 1. Any specific Sales Qualifiers or tools in use? (BANT, MEDDIC, etc.) 2. Any CTI Integration required? 3. Any scope for Mobile based Sales apps/ Tools? 1. No. 2. No, not at this time. It is expected the CRM solution has the capability to be activated at a future date. 3. The CRM system should integrate with existing Mobile apps. 88. Question: Service Questions: 1. What are the different sources for cases? 2. Are there scopes for Entitlements based on customer segments? Answer: 1. See Amendment #3. 2. Yes. 89. Question: Reporting Questions: Answer: 1. Is advanced Salesforce Reporting tools like Wave in scope? 2. Are there any specific AI capability MWAA is aiming for? 3. Would forecasting be the primary reporting use case? 1. It is the expectation that the CRM solution will address our Out-of-the-Box reporting capabilities. 2. Includes, but not limited to, customer sentiment, dispatch based on intent, targeting marketing and emergency messaging. 3. Yes. 90. Question: Integration Questions: 1. Any existing/ preferred Middle ware in use? 2. Any other Integration point other than Workday? Answer: 1. See answer # See answer #5. Questions and Answers for RFP No C059 Page 10 of 10