00011033_ODOT Salesforce CRM RFQ_Addendum2_Q&A.pdf

Level 3 - Restricted

Form S003-B080715

ODOT Procurement Office 355 Capitol St MS 51 Salem, OR 97301

Telephone: 503-986-2709 Email:

Brittiny.Vollmar@odot.oregon.gov

Date: 11/14/2024

To: RFQ #S-73000-00011033 Plan holders

From: Brittiny Vollmar, Procurement and Contracts Specialist

Re: RFQ #S-73000-00011033 (ODOT Get There Oregon Shared Customer Relationship Management

(CRM) System)

ADDENDUM #2

to RFQ #S-73000-00011033

This Addendum modifies the Request for Quote (RFQ) document(s) only to the extent indicated herein. All other areas not changed or otherwise modified by this Addendum shall remain in full force and effect. This Addendum is hereby made an integral part of the RFQ document. Proposer must be responsive to any requirements of this Addendum as if the requirements were set forth in the RFQ. Failure to do so may result in Proposal rejection.

See the RFQ regarding requests for clarification or change and protests of this Addendum, and the deadlines for the foregoing.

The purpose of this Addendum is to:

Provide answers to questions received related to this RFQ.

QUESTION ANSWER

Is this bid open to only your current MSA Vendors? or it is open to all?

Only MSA Authorized Purchasers can be considered for award of this solicitation.

Are Task 1 Deliverables just for Salesforce License selection and Contract execution?

Yes.

Will Business Partners each use single Salesforce licenses or might you consider Experience Cloud users as an option?

ODOT will consider both Salesforce licenses and Experience Cloud licenses.

Selection will be made with the selected vendor based on the specific functionality and access level required by each partner.

Can you clarify if/when Zoom, CiviCRM, Get There Connect, MailChimp integration may be required?

All of these integrations are likely in the first year of licensing.

Should these integrations be excluded from any Not to Exceed pricing?

CiviCRM and MailChimp should be included in base estimate for Task 2 and ZoomInfo and Get There Connect should be excluded from

NTE.

Do you anticipate the need for using Chatter or Slack for Collaboration?

No.

Are Grant Recipients ever required to make payments of any type back to ODOT?

No.

Does ODOT use Microsoft or Google Email/Calendar Applications?

ODOT uses Microsoft but some partners who will have CRM licenses may use Google. The CRM will not need to interface with the ODOT email system.

What is the total number of various Programs that you intend to offer and manage with your new, universal CRM solution?

There are 11 entities who will use these Salesforce licenses eventually, including ODOT (1, as Get There Oregon), ODOT grantees (7), and Metro grantees (3). Each entity will use the CRM to track their Transportation Options outreach particularly for employers.

Can you provide a list of current Business Processes that you intend to design and address as part of this CRM solution?

As part of the Salesforce CRM solution implementation, ODOT is seeking to identify, design, and optimize the following key business processes to support the tasks and deliverables outlined in Part II of the RFP.

These could include:

• Workflow Automation

• Lead Management

• Opportunity Management

• Account Management

• Reporting

Can you provide some details or estimates on the volume and types of data that will need to be imported into your new, universal CRM solution? Given the lack of detailed Scope Requirements, what NTE pricing guidelines do you recommend respondents follow?

Data imported and maintained in the universal CRM will include the following:

• TO partner organization (25-30 est.)

information, such as descriptions, service areas, and contacts (names, phone numbers, email).

• Employer organization information, such as descriptions, locations, type of locations/worksites, employee headcount, key engagement/program metrics, worksite attributes (available parking, showers for bike commuters, etc.) affiliated key internal contacts, lead partner contacts, and contact fulfillment workflow (2,500 est. for phase 1, covering Portland Metro area).

• Employer contacts, such as names, titles, departments, LinkedIn profile links, physical addresses, email, phone numbers, CTR program management, marketing engagement metrics, and contact/fulfillment workflow (5,000- 7,500 est. for phase 1, covering Portland Metro area).

• Oregon residents (includes Get There Connect users and Get There MailChimp subscribers), such as names, email, work zip codes/locations, employer, commute preferences/interests, and marketing engagement metrics (31,000 est.).

• Partner business/professional group/program organization information, such as descriptions, locations, service areas, contacts, key engagement/program metrics, and contact/fulfillment workflow (50-100 est.).

Data sources/types:

• Get There Oregon and organizational partners/entities with data sources including Content Marketing Platforms (Mailchimp and Constant contact), Excel spreadsheets, and TriMet’s CiviCRM.

• Some overlap in data expected.

Can the Project Team work remotely or will any of the Project work need to be performed on-site e.g., Training?

All work may happen remotely. Any virtual trainings and meetings would be hosted during Pacific Standard Time.

Will you allow offshore resources to be part of the Project Team working with US-based, on-shore resources?

Cloud or Hosted Service and all associated data must reside entirely in the United States.

Can you define ODOT’s “Standard Working Hours” and resultant Support hours’ window requirements?

Monday-Friday, 8am-5pm, PST.

Can you provide the rationale behind the anticipated project timelines?

ODOT aims to have the CRM fully operational for our Phase 1 partners as soon as possible, with the goal of enabling access by mid-2025.

Several of our Phase 1 partners are already planning their activities around this timeline.

There are more robust employer outreach activities happening in the Portland metro area. ODOT is prioritizing the onboarding of partners in this area first during Phase 1.

Phase 2 (years 2 and 3 of licensing) will add other partners around the state once the Portland metro area partners are up to speed.

What tool is currently used for the ECO survey? Will this tool be integrated as part of the CRM implementation for this survey, or will we need to provide an integration or upload from the ECO survey?

There is no standardized tool for the ECO survey. It is currently conducted in a variety of ways including survey monkey or paper copies. It is also possible to use the Ride Amigos platform (branded Get There Oregon) to administer the survey and we are moving toward a future where this is the preferred platform for ODOT’s local partners. Please note that ECO Rules only apply in the Portland Metro area, not for other parts of the state.

Which application is being used by TO Program Grantees for their current reporting requirements?

The responsibility for reporting rests with the businesses. As a service TO Program Grantees can conduct the survey and provide a report, which in turn is turned into DEQ by the business.

Could you provide more details on the KPIs measured for grant reporting to ODOT?

KPIs vary a little depending on the specific work of the ODOT Grantee, but in general they include number of outreach events, number of contacts added to databases, number of Get There users added to their regional network, number of emails sent, and other basic outreach and education metrics.

The RFQ mentions an additional 101 user licenses, reaching up to 33 users in the second and third years. Could you clarify if our understanding is correct as per the breakdown below:

• Year 1: 23 total users

• Year 2: 33 total users (an additional 10 users)

The breakdown is correct. We anticipate a maximum of 33 users at any time. 23 will be onboarded in year 1, and the final 10 will be onboarded in year 2.

• Year 3: 33 total users (same number as Year 2)

Which Vanpool vendor is used across the state, and will integration be required for Vanpool management?

Integration is not required. There is no statewide vanpool vendor contract at this time, but several local TO partners work with Commute with Enterprise today.

Is there a standardized Emergency Ride Home Program for the state, or do TO programs implement different versions?

There is no standard. Each area is different, and some do not have one.

Exhibit 2 includes a line item for "Salesforce Consulting and Development Services:

Additional refinements at the Agency's request." Does this cover the period from the second half of Year 1 through to the end of Year 3?

Yes, we anticipate some (likely minor) refinements needed after the initial start-up period.

Could you share the annual budget for this project?

Annual budget for licenses is $60,000. Annual budget for ongoing refinements is somewhere around $10,000.

The RFQ does not specify whether the Consultant should submit the pricing and proposal directly with the MSA Holder or if the MSA Holder should submit on the Consultant’s behalf. Could you clarify the preferred approach?

Only MSA Holder submissions will be considered for this solicitation.

Does ODOT have existing data that will need to be migrated into the new CRM? If so, what systems are currently in place?

Get There Oregon’s MailChimp contact list will need to be migrated. Some of the other licensed users have contact lists from other CRMs that will need to be migrated, including from CiviCRM.

Will the CRM need significant customization beyond out-of-the-box Salesforce features, especially to cater to transportation-specific processes?

That customization is not anticipated to be significant. Most of the work processes that will be supported by this CRM are typical education and outreach to employers.

Does ODOT have a specific go-live date or milestones predetermined for this project?

The milestones are based on time since NTP as stated in the RFP.

What level of training does ODOT anticipate for end-users and admins? Would they prefer on-site training, online sessions, or a mix?

All training will be online.

Are there any constraints or requirements for consultant staff, such as certifications, or specific project team roles, for those involved in system design and support?

The only constraint known at this time is that the team needs to be all US-based, as our IT approval for Salesforce requires no off-shore labor.

Are there specific user roles within the 23 seats that will require distinct access levels or permissions in the CRM?

Yes, the Get There Oregon/ODOT team will require administrative access to data from the other user seats for statewide program-level tracking as the administrator for the whole network. If we think of Get There Oregon/ODOT as “Level 1” admin permissions, we can consider the remaining users “Level 2” (meaning local Transportation Options Providers). It is likely that we will request that certain data from Level 2 users not be accessible to the other Level 2 users, depending on the desires of the specific users. These users will work for different agencies and may not want to or be able to share all of their CRM data with other agencies.

Are there any existing API or alternative integrations between ODOT’s systems and the Get There Connect platform? Will an integration platform, such as Mulesoft, be necessary to facilitate data exchange between the CRM and Get There Connect, and would this requirement extend to the up to 10 applications planned for Phase 2?

There are no existing integrations between ODOT systems and Get There Connect. We do not anticipate a need for extensive ongoing data exchange between Get There Connect and the CRM so we wouldn’t expect to need Mulesoft on an ongoing basis, although we do not know enough about Mulesoft to know whether it will be necessary for one-time data exchanges at CRM initiation.