City of Redmond, Washington Purchasing Division, M/S: 3SFN 15670 NE 85th Street PO Box 97010 Redmond, WA 98073-9710 Request for Proposal The City of Redmond is interested in seeking proposals from qualified software suppliers for providing a Customer Relationship Management system. RFP # 10578-17 Customer Service Center Customer Relationship Management Software Solution The City of Redmond, Washington requests interested parties to submit responses for the above referenced Request for Proposal. Scope of Work The City of Redmond is currently soliciting proposals for a software as a service (SaaS) licensing and delivery model Customer Relationship Management System to support processes managed by the Customer Service Division of the Executive Department. Processes include, but are not limited to: the daily management of receiving, routing and processing citizen requests for services; providing feedback and status updates to the requester; monitoring, tracking and, if necessary, escalating requests that are not meeting service levels; providing performance measurements to service providers and City leadership. The purpose of this proposal is to obtain competitive pricing for a comprehensive solution that can meet the current requirements of the City of Redmond Customer Service Division and is capable of expansion to meet future needs. The City of Redmond seeks to implement a solution that will provide the customer with superior level of self-service options having the ability to access and request and/or process basic and common services via the internet from any device. The solution should also enable the Customer Service Division s employees to serve our customers with greater efficiency while in the office or potentially out in the field, enhance marketing and reporting, improve internal operations and efficiencies while paralleling the advanced public interface and ease of requesting services. The solution shall provide for uncomplicated management, allow for future growth, and deploy easily to functional areas of the City. The City is committed to taking significant steps to automate as many processes as possible and is interested in functionality that facilitates improved customer engagement. Background About the City of Redmond The City of Redmond, WA, is located 20 miles east of downtown Seattle at the north end of Lake Sammamish. Redmond is the seventh most populous city in King County and the sixteenth most 1
populous city in the state, with a residential population of approximately 60,560 (2016 Census data). However, during peak business hours, Redmond has the greatest spike in daytime population due to commuters, measured by percent increase, among all U.S. cities with at least 50,000 residents, making it the seventh largest city in Washington between 9am and 5pm. Redmond encompasses an area of over 17.14 square miles. The City of Redmond is recognized as a center of technology and the location for a number of nationally known high-tech and biomedical companies. Among these are Microsoft, Nintendo, AT&T, and Physio-Control. As Redmond continues to evolve into a thriving city of increasing diversity, it seeks to promote its sense of community through programs designed to celebrate its heritage, enhance its neighborhoods, and preserve its historical and natural treasures. The City of Redmond prides itself for its high quality of life with good schools, a healthy economic base, diverse offerings for shopping and dining, safe neighborhoods, an emphasis on quality development and protection of the natural environment, and a parks system that provides a variety of active and passive recreation opportunities. These characteristics catapulted Redmond to becoming a place of tremendous growth and high expectations of excellence by our residents, workers, and visitors. Money Magazine ranked Redmond in the top five in their article 100 Best Places To Live in America, based on criteria such as economic strength, quality health care, low crime, great schools, and lots to do. About the Customer Service Division The new Customer Service Division has been created in order to support the City s value of commitment to service. Currently customer requests are received through a variety of methods and routed, monitored, and communicated in various manners by many different staff in multiple departments. There is no central or defined method to coordinate a response, document the response and provide feedback to the requester. The desired state is to create very clear and easy to use pathways for citizens to request a non-emergency service or report a condition to the City that initiates the right response within the City, enables a clear response to the requester and allows for auditing and analysis of City service delivery. The Customer Service Team will be the centralized gateway for customers seeking anything from general community information, business licenses, permits, public records requests to reporting a pothole or even singing up for a recreation program. This team will function out of Redmond City Hall and will oversee all in person requests, general phone and email intake, as well as observe and assist those connecting with the City through the web interface or other digital means. In 2016 over 8000 building permits were issued and there are currently 44 private projects under construction and 50 more presently under review. As the City continues to grow the demand for services and information has also increased. Customer service is a top priority for the City and in order to positively manage the increasing volume of citizen requests it is imperative that we fashion processes that are seamless, efficient, and customer focused. 2
Bid Documents: RFP # 10578-17 Attachment A, Scope and General Expectations Attachment B, System Functionality Requirements Table Attachment C, Current Technical Environment Attachment D, Proposal Pricing Sheet Attachment E, Consultant Agreement, Non-Public Works Attachment F, Consultant Agreement, Substitute Paragraph 6 Ownership of Work Pre-Bid Meeting: Date/Time: Wednesday, May 31, 2017, 10:00am-11:00am (PST). Suppliers that wish to ask questions or receive clarification on any portion of the Request for Proposal may participate in the pre-bid conference call meeting with City of Redmond staff. Meeting ID/Access Code: 706723 Dial-in: (515) 604-9925 Web: https://join.freeconferencecall.com/rjspencer Instructions: At the scheduled date and time of the meeting, dial into the conference line listed above. When prompted, enter the meeting ID/access code followed by the pound key. To join the meeting online, select the link listed above and follow the prompts to join the meeting (meeting is audio only, no presentation/information will be shared on your screen). Proposal Due Date/Time and Submittal Information: 2:00 PM (PST) on Wednesday, June 21, 2017. The City of Redmond Purchasing Division must receive proposals no later than said date and time. Responses may be hand delivered to Redmond City Hall, Purchasing Division, MS: 3SFN, 15670 NE 85 th Street, Redmond, WA 98052 (drop off on 2 nd floor with the Development Services Center) or mailed to City of Redmond, Purchasing Division, MS: 3NFN, PO Box 97010, Redmond, WA 98073-9710. Faxed and/or emailed proposals will not be accepted. It is the proposer s responsibility to ensure that any mailed proposals are received by Purchasing on time. Please place solicitation/rfp number on delivery envelope. Response Requirements & Format: All costs for developing responses to this RFP are the obligation of the responding company and are not chargeable to the City. All responses will become property of the City and will not be returned. 3
Response Requirements and Evaluation Criteria: The following submittals must be part of your proposal. If any are not included, your proposal may be judged as non-responsive. A committee will evaluate proposals submitted. During the evaluation process, the committee and the City of Redmond reserve the right to request additional information or clarification from firms responding to this RFP. 1) Executive Summary 2) Company History and Profile 3) Project Experience 4) Client References 5) System Functionality Requirements Table 6) Proposal Pricing Sheet 7) Project Schedule 8) Supporting Documentation (not scored) Points Evaluation Criteria (Sections 1-4) Demonstrated experience and ability to implement an integrated Customer Relationship Management software solution. The supplier should highlight their experience implementing software solutions over the past five years. If the supplier is bidding with a partner, please highlight previous successful deployments for all organizations involved. The experience described should exclusively focus on municipal/government agencies of similar 10 size and scope, with emphasis on the specific requirements desired by Redmond. The supplier s references should adequately substantiate their ability to deliver what is proposed. The quality/level of customer service and timeliness of support provided prior, during, and post implementation as experienced by the references will be considered. Points Evaluation Criteria (Section 5) Solution capabilities and ability to meet the requirements as outlined in the RFP. The supplier s response should demonstrate how the solution will adequately 30 meet the defined needs of Redmond. Attachment B (System Functionality Requirements Table) contains the primary operational criteria that the solution must address. 4
Points Evaluation Criteria (Section 6) Price. The supplier s proposed cost, including all fees and expenses associated with the solution, implementation, training, hosting (if applicable) and on-going maintenance and support. 30 The supplier should submit their price proposal that includes pricing for all products and services identified in the proposal. If any components of the proposal are optional and not included in the summary or total price, those features must be clearly labeled as optional in the proposal. All optional items not included in the total price must identify a price separately. Points Evaluation Criteria (Section 7) Feasibility, timeliness, and quality of software implementation schedule. The supplier should demonstrate that the proposed schedule is realistic. The supplier should also address the resources and time commitment required and 10 position type by Redmond personnel to complete the project within the proposed timeframe. In addition, the response should also demonstrate that the services such as software implementation, integration with other systems, applicable hardware procurement (if applicable), training, support, etc. can be adequately addressed. Suppliers receiving the highest evaluations based on the criteria listed above (Sections 1-7) will be scheduled to provide demonstrations of their software solution to the committee. These suppliers will receive a scripted demonstration document from the City of Redmond in an effort to direct the supplier s presentation to focus on what is considered most important to Redmond. The software demonstrations will be scored and will complete the overall evaluation process. Points 20 Evaluation Criteria (System Demo) Demonstration of software solution. A scripted demonstration document will be provided. Software will be evaluated on the demonstrated ease of use, look and feel, ability to meet functionality requirements, etc. for both the staff and public interfaces. The City requires four (4) printed response copies and one digital copy (CD-R/USB Flash Drive). No bindings, cover page or table of contents are required. Cooperative Purchases: The City of Redmond has entered into intergovernmental (Interlocal) purchasing agreements pursuant to RCW 39.34 with other Washington agencies under which either party may make purchases at the other party s accepted bid price. By submitting an offer, the Supplier agrees to make the same bid terms and price, exclusive of freight, available to other Washington governmental agencies. Only those public agencies that have complied with the requirements outlined in RCW 39.34 are eligible to use this contract. Further, the public agency accepts responsibility for compliance with any additional or varying laws and regulations governing purchase by or on behalf of the public agency in question. A purchase by a public agency shall be affected by a purchase order from the public agency, directed to the Supplier or other party contracting to furnish goods or services to the City of Redmond. The City of Redmond will not accept responsibility for purchase orders issued by other public agencies. 5
This offer of cooperative purchasing shall be extended by the Supplier to cover the city s contract duration (for any subsequent purchase agreements/contracts resulting from this RFP) or 60 days post award (for one time purchases). Questions/Inquiries Please direct any questions concerning this Request for Proposal or the City s requirements to the agent(s) listed below. No other City official or employee is empowered to speak for the City with respect to this request. Any information obtained from any other source shall not be binding and may disqualify your response. City s agents may not be able to answer questions submitted after June 12. RFP Specific Questions: Alan Edmonds, Senior Purchasing Agent Office: (425) 556-2184 aedmonds@redmond.gov Or Software/Technical Specific Questions: Ryan Spencer, Customer Service Manager Office: (425) 556-2836 rjspencer@redmond.gov 6