REQUEST FOR PROPOSAL: No. RFP/2017/903 Terms of Reference Global Fundraising Platform (DRM)

Transcription

1 REQUEST FOR PROPOSAL: No. RFP/2017/903 Global Fundraising Platform (DRM)

2 June 2017 Table of Contents 1 Introduction Background Statement of Purpose & Objectives Customer Responsibilities Requirements Technical Specifications Requirements Functional Requirements Definitions Functional Requirements Contact management Gift management Income processing Campaign management Web connectivity Connectivity Data validation Querying / Data Selector Tool Archiving and Auditing Administration Other Reports Non Functional Requirements Other services, required for the performance of the key requirements Instructions to Complete RFP Technical Offer Company information and experience Technical Requirements specifications spreadsheet Vendor Registration Form Applicable General Conditions Financial Offer Evaluation Technical Evaluation Key Performance Indicators Performance Evaluation Page 2 of 13

3 1 Introduction 1.1 Background The Office of the United Nations High Commissioner for Refugees (UNHCR) was established on December 14, 1950 by the United Nations General Assembly. The agency is mandated to lead and co-ordinate international action to protect refugees and resolve refugee problems worldwide. Its primary purpose is to safeguard the rights and well-being of refugees. It strives to ensure that everyone can exercise the right to seek asylum and find safe refuge in another state, with the option to return home voluntarily, integrate locally or to resettle in a third country. It also has a mandate to help stateless people. UNHCR works during emergencies, saving people lives, set up camps and assists refugees providing shelter, clean water and medical care. In addition the agency works to rebuild refugee life through education for children, vocational training and microcredit projects. In more than six decades, the agency has helped tens of millions of people restart their lives. Today, a staff of more than 9,300 people in 123 countries continues to help and protect 50 millions of refugees, returnees, internally displaced and stateless people. The primary role of the UNHCR Private Sector Partnership (PSP) unit is to coordinate the activities and to promote relationships with the private sector, in order to generate income to sustain UNHCR activities worldwide. In accordance with the international UNHCR PSP strategy, PSP HQ unit is responsible for coordinating the use of many fundraising techniques and promotional campaigns through various channels of communication, in order to increase the donors base and the supporters engagement level. Fundraising activities include two different main programs: the Individual Giving (IG), raising money from individuals both regular and one-off, and the Leadership Giving (LG) targeting companies, foundations, small and medium sized enterprises (SMEs) and high net worth individuals (HNWIs). UNHCR is looking for service providers to enter into frame agreement for three (3) years with two (2) years of possible extension subject to satisfactory performance. Upon completion of the possible five (5) year contract, UNHCR may extend the contract for additional five (5) years subject to market research result in order to standardize the requirements. 1.2 Statement of Purpose & Objectives Currently, UNHCR collects donations from individuals and organisations globally. Due to the ongoing plight of refugees, our growth has been unprecedented in the last few years and as such, we are in need of a customer / donor relationship management solution which will provide our offices with capabilities to understand and engage with our donors better, as well as developing business processes (such as income processing) so that they are more operationally efficient. Page 3 of 13

4 Offices are diversifying their fundraising programmes and channels such as face to face, telemarketing, direct mail, leadership giving(major donor programmes) - and direct TV. As such, there is an increasing need for each office to manage and maintain its own database system. Furthermore, as various payment solutions are chosen, the new DRM platform/s will need to provide an income processing solution which includes claiming credit card and direct debit solutions from donors both for one off and recurring gifts. Other Integrations will also be needed with third party applications such as Google Analytics etc. The UNHCR PSP HQ Database Implementation will provide a fundraising DRM platform which allows users to hold details on donors, donations and any communications as well as providing income processing functions to allow each office to effectively operate and maintain its fundraising programmes for better supporter engagement, higher income and more efficient working processes (such as banking, reporting etc.). In addition UNHCR PSP HQ is looking for service provider(s) able to provide the following services: A. Development and implementation of a DRM System for fundraising purposes and rollout of the core for a minimum of 4 / maximum of 20 offices. B. Technical maintenance and customer support of database solutions as above C. Other consultancy services. 1.3 Customer Responsibilities Letters of invitation for visas (if required) Travel reimbursements 1 (if required) Project management (if required) Working space and utilities (if required) 1 If in the Statement of Work (SoW) and purchase order (PO) resulting from the RFP travel is requested, UNHCR shall reimburse travel expenses. Travel and terminal expenses incurred by the Contractor s personnel shall be reimbursed by UNHCR in the amount of the actual expenses incurred by the Contractor s personnel as evidenced by original supporting document, provided however that UNHCR shall not be liable to reimburse travel expenses incurred in excess of the amount indicated in the relevant purchase order. The maximum amount permitted for travel in any purchase order shall be based on the cheapest economic airfare available as determined by the UNHCR Travel Unit. Page 4 of 13

5 2 Requirements 2.1 Technical Specifications Requirements These are categorized in tabs on the technical specifications requirements spreadsheet and are summarized below: 1. Platform Suitability. These contain basic requirements regarding security, compliancy and suitability for a DRM system for worldwide donor management and income processing 2. Functional Requirements. Covers a wide range of basic functional requirements for a global DRM system. Requirements are not expected to be fully met by the platform as an out of the box solution and therefore an indication of how much configuration and customization is required in order to meet all functional requirements 3. Nonfunctional requirements. Detailed I.T. based requirements covering items such as resiliency, user profile security, integrations etc. 2.2 Functional Requirements Definitions CRM Vendors are expected to provide as much detail as possible by completing the Technical Specifications Requirements spreadsheet by indicating clearly whether each requirement listed can be met together with an indication of how much effort is required to meet that particular requirement by completing the following columns. % age of effort met by "Out of the box" functionality. Please provide a percentage figure to what extent the functionality item can be met by an Out of the box installation of the product with minimal setup. This may include any add-ons to your product as long as there is no extra cost involved. Level of effort met by "Configuration". Please provide a High, Medium or Low response to indicate how much configuration work is required to meet the functionality item. Configuration is defined as changing system settings or introducing new workflows and processes by adding declarative based formula, logic within the product without writing specific code Level of effort met by "Customisation". Please provide a High, Medium or Low response to indicate how much customisation work is required to meet the functionality item. Customisation is defined as The use of specific and unique written code (in any development language) to meet specific business objectives 2.3 Functional Requirements These are listed in the technical requirements specifications spreadsheet in the tab marked II. B Functional requirements and described further below. Page 5 of 13

6 2.3.1 Contact management This set of requirements focus on general Contact Management functionality specific for fundraising use such as the types of contacts available and the data that can be held against them, as well as methods for entering, processing and de-duplicating data Gift management Details regarding how gifts are held in the system covering single, recurring and major gifts, covering input, data held, processes involved and reporting. For any donation that UNHCR has received or is expecting should be able to be held in any currency and the following dates should be recorded for reporting: date of capture, date of attempt, date of payment. Donation stages should also reflect the status of a gift (such as initial, pending, requested, received etc.) both for one off and regular gifts. Please explain how your system manages these dates. For each Opportunity, UNHCR need to know how many attempts were made at payment and the status of each event. Please state whether this is possible as existing in your solution or whether this will need to be configured / customized. The system will also need to record details of a recurring gift including frequency, amount, payment method etc. A recurring gift should also be able to create donations for future payments (requiring the user to only set up a recurring gift record). The system will also need to accommodate donor upgrades and downgrades for recurring gifts, attributing each portion of the ongoing gifts to the original acquisition campaign and upgrade campaign respectively (e.g. a donor who was originally acquired through Face to Face fundraising with a gift of $50 per month was then upgraded by telemarketing to $80 per month, going forward $50 should still be assigned to a Face to face campaign and $30 assigned to a telemarketing upgrade campaign). Downgrades should also be possible for regular gifts as well as the ability to hold regular gifts for a set period of time. Please provide a simple explanation of how these gift management requirements can be accommodated Income processing The system should be able to process income from donations for either single (one off) gifts or for regular gifts for both Direct Debits and Credit Cards (respecting PCI compliancy). Due to different banking systems in place around the world this functionality should be as flexible as possible and should accept integration with banks / payment gateways through either API or file export/import integration (fixed file or csv). Please explain how this process works in your response. The system should be able to accept the following payment methods: Credit Cards (including Cardholder not present scenarios and respecting PCI compliancy) Direct Debit Cash Cheque Page 6 of 13

7 Bank Transfer PayPal Other local solutions (such as Alipay) Campaign management Donor s and gifts should be assigned to a campaign or similar object / table. Each campaign should hold the following information: Site Code this is a code assigned for the fundraising activity (e.g. Face to Face acquisition) to be provided by UNHCR Channel the channel of the campaign (e.g. Telephone) to be provided by UNHCR Costs the cost of the campaign to be provided by UNHCR Campaigns should be nested or arranged hierarchically in order to provide roll up reporting on income, donor numbers and costs Web connectivity The system should be able to connect with websites, ideally via API so that donor or lead info can be passed from web pages into the system. In addition the system must be compatible with the use of Google Analytics (GA), allowing the upload of GA tracking data against each gift given. Please explain how the system will integrate with websites and Google Analytics Connectivity Contacts need to be placed into communication cycles depending on their involvement with UNHCR (lead, donor, lapsed donor etc). Please explain what mass systems the platform can integrate with and how it can handle this functionality Data validation Data entered in the system must be input in a standard way to maximize data integrity and ease of use, but must also be flexible to cater for different country standards Querying / Data Selector Tool The system will need to be able to provide users with an easy way of creating, updating and running reports for general reporting, segmentation and financial reconciliation. For segmentation purposes, donors will need to be placed in segments or campaigns to be able to analyze performance by segment. Any contacts existing in more than one segment will need to be de-duplicated based on a priority order of segments (e.g. donors in segments A and B should be de-duplicated so that they exist in segment A only). Please explain how the system will provide general reports as well as those required for financial reconciliation and segmentation Archiving and Auditing The system will need a comprehensive set of tools to be able to create an accurate trail of activity on the system. Page 7 of 13

8 Administration Basic administration functionalities Other Functionalities required, but not easily categorized. The system must be able to produce tax receipts for donors for single and regular gifts both on an ad hoc and annual basis. Each gift must hold a receipt number and receipt printing status. Receipts can be reprinted and re-issued for donors at any time Reports A list of basic reports required. 2.4 Non Functional Requirements These are listed in the technical requirements specifications spreadsheet in the tab marked II. C Nonfunctional requirements. 2.5 Other services, required for the performance of the key requirements Support services and/or customer service levels Project management and/or UNHCR account management Page 8 of 13

9 3 Instructions to Complete RFP UNHCR requires a technical offer and a financial offer for evaluation with the technical offer accounting for 70% of the total score and the financial offer accounting for 30%. 3.1 Technical Offer The technical offer requires the following sections to be completed: Company information and experience This response should be included as a separate narrative in MS Word or pdf format with the following information: A description of your company with the following documents: company profile, registration certificate and last audit reports containing: Year founded; If a multi-location company, specify headquarters location, as well as location (s) and registration date(s) of your local office(s). Number of similar and successfully completed projects; Number of similar projects currently underway; Total number of clients your company currently services Overall fundraising experience / time in business Client references General Liability / Capacity of the company Experience of core people who will work on the project A typical Service Level Agreement Your innovation suggestions or development roadmap Any other information that will facilitate our evaluation of your company s substantive reliability, financial and managerial capacity to provide the services Technical Requirements specifications spreadsheet Responses are required within this spreadsheet where applicable, however vendors can provide attachments or links to information if you wish to provide more detail. The spreadsheet is comprised of 4 tabs, described below: I. Vendor Details. Please complete contact details IIA. Platform Suitability. Please complete general platform questions marked with blue headings. Where appropriate please provide a Yes/No answer in column E. Feel free to provide links or attachments as necessary. Page 9 of 13

10 IIB. Functional requirements. This contains a comprehensive set of functional based requirements by category. Please respond in columns marked in blue (E, F, G, H and I). Column E should be a Yes / No answer as to whether your platform can deliver this requirement. Column F is available for comments or details. Column G should be an indication in percentage terms of how much of this functional requirement can be met by your out of the box offering. Column H should be an indication of how much configuration is required over the out of the box functionality to meet the requirement in percentage terms. Column I should be an indication of how much customization is required to meet the requirement in the same percentage terms. The total of columns G,H and I should equal 100%. For example, an item of functionality could met by 70% out of the box, with 20% provided by configuration and 10% provided by customization. In this case respond with 70,20 and 10 in columns G,H and I respectively. Definitions of Out of the box, Configuration and Customisation are provided in Section 2 of this document. IIC. Non-functional requirements. This contains a complete set of nonfunctional requirements. Please respond in columns marked in blue. Column E is a Yes / No answer as to whether your platform can deliver this requirement. Column F is available for comments or details Vendor Registration Form If your company is not already registered with UNHCR, please complete, sign, and submit with your Technical Proposal the Vendor Registration Form Applicable General Conditions Please indicate your acknowledgement of the UNHCR General Conditions of Contract for the Provision of Services by signing this document and including it in your submitted Technical Proposal. Page 10 of 13

11 3.2 Financial Offer The Financial offer should be completed as completely as possible by vendors. Please fill in any cell marked in green. Costs are broken down by the following sections: 1. Out of the Box Installation. These are license and setup costs to deliver an out of the box solution 2. Configuration and Development Cost. These are costs associated with the configuration and customisation work required to meet each functional item section as described in the Technical Specifications Requirements spreadsheet response. Please indicate the software cost (column C), whether you are proposing a third party to carry out this work (column D), the number of days required to complete this task (column E) and the daily rate for this work (column F). If you are proposing for a third party to carry out this work then there is no need to provide costs for that line item unless some of the work required to deliver that line item will be carried out by your company. In this case please provide costs for this portion of the work only. 3. Data Migration Costs. Please estimate costs for data migration work undertaken. As with section 2, if you are proposing for a third party to carry out this work, then leave this blank unless a proportion of that work will be done by your company (please indicate your costs for this). 4. Other Costs. Please indicate any other costs which you will charge for this project (such as Project management etc) 5. Maintenance and support for 3 years. Please detail your costs here 6. Any other ongoing / operational costs. Lastly an information only tab is provided for you to give details on extra licensing costs should we wish to purchase more at a later stage. Page 11 of 13

12 4 Evaluation 4.1 Technical Evaluation The Technical offer will be evaluated using the following criteria and percentage distribution: 70% from the total score. Company Information and Experience 25% Technical Requirements specification spreadsheet 45% General liability/ capacity of the company Capacity and location of support office Relevant Sector Experience and experience in not for profit and/or UN Previous relevant projects executed Quality/ Innovation of proposed services Platform suitability Understanding Functional requirements Understanding Non-Functional requirements The technical offer will be evaluated using the following criteria and percentage distribution: 70% from the total score. Bidders must have a minimum technical threshold of 40 out of 70 points for the technical proposal in order to be considered further for the financial evaluation. Page 12 of 13

13 5 Key Performance Indicators 5.1 Performance Evaluation UNHCR expects to monitor the performance of the selected supplier under the following deliverables. 1. Delivery of a core fundraising CRM database system, which satisfies the following requirements: a. Repository of all supporter related data including details of subscribers, donors, donations, recurring gifts, communications, campaigns and segments. b. Fundraising functionality as defined in the Functional requirements tab which is delivered through out of the box installation, configuration or customisation. Either from the platform supplier or a suitable third party implementer if required. c. Income processing the ability to claim and receive single and regular payments via credit card, direct debit or other similar payment methods via API or file exchange process to a payment gateway or similar institution. This should be configurable at a local market level d. Reporting the solution should have the correct structure to enable internal reporting based on UNHCR PSP Definitions (see Appendix A) 2. Ongoing technical maintenance and support of solutions until offices are selfsufficient. Page 13 of 13