You Are Invited to Submit Your Proposal for a Constituent Relationship Management System

RFP 6001-870-14SS

March18,2014

You are invited to submit your proposal for a Constituent Relationship Management System (CRM) in accordance with the enclosed specifications. The proposal number for this solicitation is RFP#6001-870-14SS.

To view bid documents:
STEP 1: Go to
STEP 2: Contractors must select a registration option before they will receive access to bid opportunities. Your choices are:
1. Email Notification Services for $49.95 per year.
2. Search Only Access for free. (Note: Some bids require electronic submission of bid responses and you must be registered for Email Notification in order to submit a bid electronically).
Note: This purchasing system is utilized by government agencies, and as such, requires all companies or individuals to submit truthful and accurate information when registering in the Bid4Michigan.com contractor database. If your company is a reseller of bid information, you may not register on this system.
STEP 3: Once you have successfully registered, you will be able to view a listing of all bid opportunities.

If you require assistance, please call (800) 835-4603, Monday through Friday, 8:00 A.M. - 8:00 P.M. Eastern Time. Or (800)677-1997 and ask for e-Procurement Support Department at Extension 214.

Estimated RFP Timeline

Release Request for Proposal / March 18, 2014
Last day for Contractor Questions / March28, 2014
Responses due back / April14, 2014
Finalist Presentations/Interviews / Week of April28, 2014
Anticipated Beginning of Contract Period / July1, 2014

PROPOSALS MUST BE RECEIVED BY 2:00 PM onApril14, 2014. Proposals must be received online only through Bid4Michigan web-site () on or before the date and time specified within the Solicitation Notice published in Bid4Michigan. At the due date and time, the system cuts off, signaling the end of the response time. Bidders are responsible for submitting their proposals on time and in the method required by the Solicitation Notice. Proposals received by any other method than noted above cannot be considered. LCC will not accept faxed or e-mailed bid responses. The electronic submissions must be in a Microsoft Word format or Microsoft Excel Format (with the exception of pamphlets and informational material which may be submitted as a PDF).

Please Note: The Bid4Michigan system will not allow online submission unless the online Certifications and Representations have been completed. Bidders are responsible for timely completion. Bids that are late because of failure to complete the Certifications and Representations prior to attempting bid submission will be rejected by the system.

Note: To confirm receipt of your proposal submission you may call Purchasing at (517) 483-1785.

ALL ADDENDUMS WILL BE POSTED ON BID4MICHIGAN.COM.

ALL QUESTIONS CONCERNING THIS PROPOSAL AS INDICATED WITHIN THE ATTACHED DOCUMENTS SHOULD BE DIRECTED TO: . Questions must be received in the following format:

RFP Page #/ Section/ Exhibit/ Attachment Name / Question/Concern

LAST DAY TO SUBMIT QUESTIONS: March28, 2014.

Expenses for developing and presenting proposals shall be the entire responsibility of the contractor and shall not be chargeable to the College.

Sincerely,

LANSING COMMUNITY COLLEGE

Overview of Lansing Community College

Background

Statement of Work

System Requirements

Hosting

System Acceptance

Deliverables

Place of Performance

College Furnished Property/Services

Applicable Regulations and Specifications

Acceptance of Deliverables

Invoices

LCC Contract Manager

REQUIRED BID SUBMISSION FORMAT

AWARD/CRITERIA

Experience and Qualifications

End User Experience:

General Response

Compliance with all other Terms and Conditions:

Regional Economic Impact Certification

Pricing

Oral Presentation

Reservations

CONTRACTOR INSTRUCTIONS

TERMS AND CONDITIONS

REQUIRED CONTRACTOR FORMS

Proposal Certification Form

Non-Collusion Affidavit

Contractor/Contractor Compliance

Iran Economic Sanctions Act – 2012, Public Act 517

Exhibit A: Contractor Information Sheet

Exhibit B: Contractor Reference Worksheet

Exhibit C: System Requirements

Exhibit D: Regional Economic Impact Form

Exhibit E: Fees & Pricing

Exhibit F: Standard Purchase Order Terms and Conditions

Overview of Lansing Community College

Lansing Community College is a major urban community college, situated on a 32-acre, nine-city block area in downtown Lansing, Michigan. Founded in 1957, Lansing Community College is now the third largest community college in the State of Michigan. The College currently enrolls 19,000 students per semester and has 600 full-time faculty and staff and 1,900 part-time. The College offers classes yearround. The College offers more than 280 degree and certificate programs and nearly 2,500 courses, to match career and workforce development pursuits, transfer curriculums, developmental, or special interest needs. Courses are offered in one of fiveacademic divisions: Arts & Sciences, Health and HumanServices, Technical Careers, Student Services, and Extended Learning and Professional Studies.

In addition to the main campus, the College operates a West Campus that is home to the M-TEC in Delta Township, Clinton County Center in St. Johns, East Campus in East Lansing, and the Livingston Center at Parker Campus in Howell. In addition, there are learning centers in more than 20 communities within the College's 30-mile service district. Lansing Community College was the first Michigan community college to offer a complete associates degree on line. The Virtual College now offers 170 sections per semester, or approximately 8% of all course offerings. LCC is accredited by the North Central Association of Colleges and Schools and serves nearly 40,000 people annually.

Background

Some departments such as Marketing, Foundation, and Recruitment and Outreach use Hobsons (Intelliwork) software to maintain relationship and communication among LCC departments, local businesses, community members, prospects, applicants, students and other stakeholders. The current Intelliwork contract will expire on June 30, 2014. The Foundation uses Campus Management (Talisma fundraising) to communicate with donors on fundraising related activities.

Currently the Student Services Divisionand Student Finance Department use various manual processes for gathering, retaining and retrieving information to communicate with prospective students for recruitment, and current students for retention. The Student Services Divisionand Student Finance Department do not have any Constituent Relationship Management (CRM) software in place. The College uses Ellucian Banner for Student information, Student Finance, Financial Aid, Human Resources and Finance. We also use Ellucian Luminis 5 portal, BDMS document management, and ODS. Additional systems in use for the activities above include:

Argos – reporting and business intelligence
TouchNet – student’s credit card payment
Nelnet – student’s payment plan
Advisor Trac – advisor and student appointment scheduling
Evisions Intellecheck and Form Fusion – forms and reports tool
Desire2Learn – Learning Management System
Clean Address – improve quality of addresses in Banner

Statement of Work

The Student Services Division, Student Finance, and Information Technology Servicesare soliciting information from qualified vendors for a CRM solution to automate and personalize customer/constituent communications, provide rules-based automated processes and response management, and deliver robust analytical tools and reports including return on investment (ROI) reporting. The system must seamlessly import and export data to and from the College’s Student Information System (currently Ellucian Banner, version 8.5). The vendors can offer a solution to one or both of our business requirements listed in Exhibit: C.

LCC is committed to providing outstanding student services throughout the communication “lifecycle” from the beginning stages of interaction with students through alumni and donor status. By utilizing a series of highly integrated information systems and a robust reporting environment, the College will be able to provide ongoing analysis of the characteristics and behaviors of prospective, current, and former students, as well as alumni, friends of LCC and donors in order to help the College to achieve the following goals:

To attract, admit, enroll, retain and graduate a desirable student body for the College, in accordance with academic policies, and initiatives and campus priorities;
To facilitate the development, implementation and monitoring of academic policies, practices and procedures, and to assist the academic units and academic advising and other support units in the implementation of such policies in order to meet their goals;
To facilitate student transition to and persistence at the College that leads to positive adjustment, academic success, graduation and positive feelings about the College leading to increased alumni support and development.
To promote the College and the pursuit of higher education.
To play a leadership role in the development, implementation, maintenance, and assessment of effectiveness/efficiency of student information systems for students, alumni, donors and all constituents of the College.

Communication is critical to the following Departments and Divisions within the College:

Recruitment and Outreach
Enrollment Management (Admissions, Registrar and Academic Records)
Financial Aid
Undergraduate Studies, with emphasis on Academic Advising
Student Finance
Academic Programs
Central Administration
Marketing
Foundation
Community Outreach
Information Technology Services
Educational Resource Development

Communication is also critical with the following audiences and constituents:

External

Prospective Students
Parents of prospective students and current students
High Schools and their principals, counselors, superintendents, etc.
Other Junior and Community College representatives, and higher education institutions
Former college students and alumni
Community-based organizations
Donors & Friends
Government leaders and organizations

Internal:

Current students
Faculty, staff and administration
Departmental administrative representatives
Faculty/staff governance organizations/committees etc.

At a high level, the successful Contractor will be required to provide the following set of deliverables for the CRM system and these items should be addressed in the RFP Response:

Recommended hardware, software, and architecture to support a CRM system
A detailed, phased implementation and deployment plan
Development of future state business process/workflow designs
System acceptance testing
A detailed training plan and training materials
A complete set of documentation including:

-Project management materials

-Status reports

-Issues log

-Risk mitigation assessment

A detailed set of policies and procedures
Software licensing plan, including costs and licensing options

The successful Contractor will provide an experienced and qualified Project Manager (PM) who will work with the Student Service Technology Project’s (SSTP) Project Manager at LCC for coordinating all aspects of the services to be provided and who serves as the Contractor’s primary contact for management and administration of the project. The PM shall not be replaced by the Contractor without prior written approval by LCC. Primary duties of the PM include, but are not limited to:

Work with the LCC’s
SSTP Project Manager to create and provide a project plan and master project schedule with identified milestones. Key components will include: hardware and software installation; process and workflow analysis; system design and configuration; required modifications and customizations; required system integrations (tasks, roles & responsibilities, data formats, descriptions of interfaces); testing planning and execution; training development and delivery; and system acceptance.
Coordinate with the SSTP Project Manager to facilitate communication among project team members
Make commitments and decisions on behalf of the Contractor team
Implement changes to the project plan
Coordinate with the SSTP Project Manager to manage project cost, progress, and resources, including issues and potential schedule changes
Attend and participate in progress review meetings as needed

System Requirements

System requirements are categorized as required or preferred. They are listed in ExhibitC.

Hosting

LCC is open to the various hosting scenarios including: (a) LCC buys licenses and hosts itself; (b) LCC buys licenses but Contractor hosts (c) LCC buys by usage and Contractor hosts (Software as a Service Model). Regardless of format, LCC must be given administrative access to the application. Below are LCC expectations for Contractor-hosted and LCC-hosted solutions:

Contractor Hosted

Identify location of the hosting equipment
Provide support during outages of the application
Delineate hosting equipment specifications for options where LCC would be responsible for hosting
Provide expected uptime (i.e. representative Service Level Agreement) when Contractor hosts solution
Require both a production hosted system and a test hosted system
Describe underlying technology used (database, applications tools, etc)
Identify network bandwidth dedicated to the application
Describe college access to logs, configurations, etc
Describe the licensing model – open seating or tiered
Describe the pricing model regarding disk storage usage

LCC Hosted

Define operating systems and platforms supported for the application
Confirm that their applications run in VMware
Explain how often upgrades and patches are released
Explain infrastructure requirements for hosting their application(s) (e.g. platform, O/S, storage, size of server, memory, etc.)

System Acceptance

There will be an acceptance test after the complete project implementation. This test will confirm system operations and ensure that the system meets all of the functional requirements as outlined in this RFP and any subsequent agreements. The test, depending on the type of functionality being tested, will run for up to 30 days after the Contractor has determined that the system is operational. A second 30-day period is reserved for fixing discrepancies. System performance shall be at an acceptable speed as dictated by industry standards.

Discrepancies that are fixed will be retested. The acceptance test must be completed within 60 days from the start of the test. If by fault of the Contractor, the testing, fixing and retesting is not completed and accepted within 60 days, the system may be deemed unacceptable, and the Contractor may be disqualified from the project. The Contractor will not be held responsible for delays caused by LCC.

Deliverables

The successful Contractor must provide Deliverables/Services and staff, and otherwise do all things necessary for or incidental to the performance of work, as described in this RFP.

Place of Performance

It is expected that most work will be performed on the LCC campus but may be performed remotely as agreed upon by LCC and the Contractor.

College Furnished Property/Services

For work performed on campus, office space, parking, a computer (laptop or desktop), a telephone, and access to a printer/copier will be provided. Additionally, a TUID (LCC identifiable logon) with appropriate system access will be provided. Contractormust identify any additional required resources.

Applicable Regulations and Specifications

Contractor supplied staff will sign a non-disclosure agreement as they may have access to confidential College data and records. Contractor agrees to comply with all LCC policies.

Acceptance of Deliverables

Acceptance is tied to adequate performance of required services and/or delivery of the deliverables. Final acceptance is expressly conditioned upon completion of ALL applicable tasks, deliverables/milestones.

Invoices

Contractor(s) will itemize invoices as follows:

Contractor name, address, and phone number

Dates covered
Contract number
Purchase order number/Project Request number
For each service request number against which work is being billed:

-Number of hours billed

-Resource name(s)

Total number of hours and dollars being billed by the Contractor against the purchase order for the month

Note: Incorrect or incomplete invoices will be returned to Contractor for correction and reissue.

LCC Contract Manager

LCC will assign a Contract Manager to be the single point of contact for the successful Contractor’sProject Manager.

REQUIRED BID SUBMISSION FORMAT

In order for LCC to easily evaluate proposals, all responses are to conform to the format specified below and address all questions and relevant objectives.

Proposals shall be signed by an authorized representative of the respondent. By submitting a proposal, the respondent certifies that all information provided in response to this RFP is true and accurate. Failure to provide information will ultimately result in rejection of any Proposal.
Responses should be prepared simply and economically, providing a straightforward, concise description of the respondent’s capabilities for satisfying the requirements of the RFP. Emphasis should be on completeness and clarity of content.
Contractors must consider the deliverables outlined on Page 6 when responding to the Sub-Sections below.
Proposal Submissions must be submitted online via

All Contractors are required to organize their response in the following manner:

Sub-Section / Required Information
1 / Executive Proposal Summary
2 / Firm Overview
3 / Client References
4 / Proposed Solution Questionnaire
5 / Service & Maintenance Proposal
6 / Proposed Project Management Plan and Timeline
7 / Testing Strategy
8 / Training Requirements
9 / Supporting Documentation
10 / Financial Data
11 / Fees/ Pricing
12 / Samples
13 / Agreement to Terms & Conditions of RFP

Sub-Section 1: Executive Proposal Summary

Provide a brief summary of the Contractor’s response, signed by an employee who can contractually bind the Contractor. Responses to this section should not exceed two pages.

Sub-Section 2: Firm Overview

Complete Exhibit A:Contractor Information Sheet

Sub-Section 3: Client References

Supply a minimum of three references for client institutions or companies where services have been performed within the last three years, along with appropriate contact information. It is preferred that references are Higher Education related and of similar scope and complexity to this project. Ideally references should be from companies where the Contractor has successfully integrated these solutions (CRM) in the past. This Section should only contain contact information for each reference. Contractors are required to have each reference complete Exhibit B: Contractor Reference Worksheet. Each reference must return the completed form to prior to the RFP due date. References will not be considered unless they are received as requested.

Sub-Section 4: Proposed Solution Questionnaire

Describe Proposed Solution and Confirm that the solution meets all of the requirements outlined in the Statement of Work (Including System and Hosting Requirements identified on page 7 of this RFP document). In addition complete Exhibit C: System Requirements Worksheet and Attachment A: Proposed Solution Questionnaire (Microsoft Excel Workbook that has two tabs).