00065808_ODOT Salesforce CRM RFQ_vORB~1.pdf

REQUEST FOR QUOTES (RFQ)

Cloud Solutions Providers

OregonBuys # S-73000-00011033

Issue Date: 10/26/2024

Issuing Office: Oregon Department of Transportation (ODOT)

RFQ (Authorized Representative): Brittiny Vollmar Address: ODOT Procurement Office 355 Capitol Street NE

Salem, OR 97301 Phone: 503-986-2709 E-mail: Brittiny.Vollmar@odot.oregon.gov

OFFER DUE DATE AND TIME: 11/18/2024 12:00 pm

Issued to:

MSA HOLDER NAME PA# CONTACT

A&T 8352 Jimmy Fitch: jfitch@ats.com CDWG 9414 Sherri Hardemon: CDWG-PremiumPages@cdw.com Carahsoft Technology Corp 9412 Bethany Blackwell: NASPO@Carahsoft.com Lumen 8355 Bill Olsen: bill.olson@lumen.com;

Dan Nicholson: Daniel.f.nicholson@lumen.com SHI 9404 Greg George-Adis: Gregory_George-Adis@SHI.com Smartronix 8354 Mike O’Brien: jobrien@smartronix.com Strategic Communications 9413 Kathy Mills: NASPO@yourstrategic.com

NOTE: The Oregon Department of Transportation is committed to complying with all statutory requirements to ensure that it is providing information that is more accessible to people with disabilities, as required by Section 508 of the Rehabilitation Act of 1973, as amended (29 U.S.C.

794d), and 36 C.F.R. 1194 Appendix A. This includes information regarding the solicitation process. Please contact the Authorized Representative identified in OregonBuys (see “Buyer”) to request reasonable accommodation for access, due to a disability, to information related to this solicitation, or the solicitation process, or both. Accommodation requests shall be received mailto:jfitch@ats.com mailto:CDWG-PremiumPages@cdw.com mailto:NASPO@Carahsoft.com mailto:bill.olson@lumen.com mailto:Daniel.f.nicholson@lumen.com mailto:Gregory_George-Adis@SHI.com mailto:jobrien@smartronix.com mailto:NASPO@yourstrategic.com by the Authorized Representative 3 business days prior to the Proposal Submission Deadline (see “Bid Ending Date” and time in OregonBuys).

1. Introduction

ODOT is issuing this RFQ for ODOT Get There Oregon Shared Customer Relationship Management (CRM) System.

It is anticipated that 1 Offeror will be selected for a contract from this solicitation.

The resulting contract is estimated to end 3 years from date of execution and may be amended to add additional time, scope, and funds at ODOT’s discretion.

2. Background Information

The purpose of this RFQ is to develop and procure user licenses for a shared universal Customer Relationship Management (CRM) System for ODOT, Get There Oregon, and Transportation Options (TO) Program partners receiving ODOT grant funding. Get There Oregon helps people shift their travel habits for all trips including the commute and helps employers shift commute habits and work practices with travel options resources and trip planning. Get There Oregon also includes Get There Connect, a statewide trip logging and ride matching platform powered by RideAmigos. Get There Oregon is paid for by ODOT and both used and supported by local partners around the state.

The goals for the shared universal CRM are to:

• Increase ODOT, Get There Oregon, and TO partner ability to coordinate, manage, and build relationships with employers across the state.

• Increase employee adoption and use of commute options and remote work by tracking and managing participation in offered services, tools, and programs.

• Improve ODOT and Get There Oregon’s ability to track engagement with statewide communications, programming, and campaigns by individuals, employer points of contact, and employees.

• Expand ODOT’s ability to track and manage TO partner grants, in addition to

Innovative Mobility Program (IMP) microgrant applicants and recipients.

3. Scope of Services:

The selected Consultant and ODOT will negotiate the deliverable schedule, costs and final SOW, within the scope of what is requested here.

4. Questions and Requests for Clarification:

All questions and requests for clarification regarding this RFQ shall be submitted in writing by e-mail, to the Authorized Representative and shall be received no later than 10/25/2024 at 12:00pm.

ODOT may issue revisions, substitutions, or clarifications of the RFQ. ODOT will send revisions, substitutions, or clarifications, if any, electronically to the above referenced MSA Holders via OregonBuys.

4.1 Addenda:

Answers to questions ODOT receives and that ODOT, in its sole discretion, determines are substantive and provide new information, will be issued as official Addenda to this RFQ.

When appropriate, as determined by ODOT in its sole discretion, revisions, substitutions, or clarifications of the RFQ will be issued as Addenda to this RFQ. Changes or modifications to this RFQ will be binding on ODOT only if in the form of written Addenda issued by ODOT.

ODOT will provide any Addenda to all firms who have received this RFQ.

5. Offer Submittal:

Offers, including all required submittal items, shall be received in a single PDF Format, not including the separate Pricing Sheet referenced in Exhibit No. 2, in OregonBuys on or before the Bid Opening Date and time above. Proposer is solely responsible for ensuring its Quote and all required submittal items are received through OregonBuys in accordance with the RFQ requirements before the Bid Opening Date. Proposals submitted by any other means will be rejected.

ODOT, in its sole discretion, may extend the Offer Due Date and Time. ODOT is not responsible for any delays by transmission errors or for any mis-delivery for any reason.

Additional information may be found in the OregonBuys Terms of Use.

ODOT may reject all Quotes or decide to cancel this RFQ if, in its sole determination, it is in the best interest of ODOT.

6. Submittal Requirements:

a. Offers shall include a description of Offeror’s methodologies for providing the Services;

and a draft Statement of Work based upon the Scope of Services above, and Tasks and Deliverables referenced in Exhibit No. 1.

b. Offers shall include a description of past projects Offeror has completed that are similar in scope to what is being requested in this RFQ. Similar in scope means the development of customer relationship management tools for government agencies or for use in public outreach and engagement programs for work related to transportation demand management, public health or social services.

c. Offers shall include submission of the Pricing Sheet referenced in Exhibit No. 2. The Pricing Sheet shall be signed by an authorized representative of the Offeror in order to be considered for evaluation. Offers shall submit pricing via this RFQ attachment in Oregon Buys.

d. Submitted Offers are subject to disclosure as public records. If an Offeror includes information and data with its submitted Offer that Offeror regards as proprietary, privileged, or otherwise confidential, Offeror shall identify such information and the reason for such protection in a separate document submitted with its Offer and provide a redacted submission along with the original submission. Otherwise, State Parties will assume that Offeror consents to public disclosure of the original submission.

e. Submitted Offers are limited to 6 pages. Any pages exceeding this limit will not be considered for evaluation. The following items do not count toward the page limit:

• Cover Letter

• Exhibit No. 2 Pricing Sheet

• Brief Summary, no more than ½ page, of Consultants Security Risk Management

Plan

7. Evaluation and Award:

ODOT, in its sole discretion, may reject all Offers or cancel this RFQ at any time.

Submissions will be reviewed to determine if all Submittal Requirements have been met.

Those meeting the Submittal Requirements will be evaluated to determine the “Best Value” for the State. “Best Value” is based solely on ODOT’s determination of what best meets its needs, considering price as well as the following considerations:

• Understanding, approach, and related cost proposed for the Services

• Demonstrated skill and experience providing the requested Services

• Expertise in developing CRM Design Build projects and providing user training

ODOT’s determination is final.

The Offeror with the most advantageous Offer will be awarded a contract in a form substantially similar to the Purchase Order attached as Exhibit 3 to this RFQ plus the inclusion of a statement of work and any additional terms for the successful Offeror necessary to provide Salesforce subscriptions and services as a reseller. ODOT may negotiate contract terms and conditions with the successful Offeror. ODOT may award all or a portion of the Services requested, in its sole discretion.

7.1 Scoring and Evaluation Criteria

Agency is seeking a Consultant to develop a shared universal Customer Relationship Management (CRM) System for ODOT, Get There Oregon, and transportation options (TO) partners.

Phase 1 will include: Design and build of CRM; app integration for up to five apps; up to 23 user licenses; and training and technical support. Duration of phase 1 is one year.

Phase 2 will include: app integration for up to ten apps; an additional 101 user licenses (for a total of up to 33 users in the second and third years); and training and technical support.

Duration of phase 2 is two years.

Phase 3 can be negotiated for an additional two years.

ODOT may consider adding additional phases.

Proposers should review the full Scope of Work for additional information.

Scoring will be based on relevance of the experience, qualifications, and technical competence of the vendor’s project team and key staff proposed for use on this specific project.

Points will be awarded based on the following criteria:

Understanding of Requested Services

Max Points: 15

• (15 points) Demonstrate a clear and concise understanding of the Services being requested in this RFQ.

Proposer’s Approach and Schedule Max Points: 25

• (20 points) Describe your firm’s proposed approach to the tasks described in this RFQ.

• (5 points) Describe your firm’s proposed schedule.

Expertise Max Points: 10

• (10 points) Describe expertise in developing CRM design and build projects such as those requested in Task 2: Consulting and Development Service CRM Design Build.

Experience Max Points: 10

• (10 points) Describe experience in delivering training to get pre-selected users started as is requested in Task 3: CRM User Training.

8. Method of Award

The Offeror with the most advantageous quote will be awarded a contract under the Participating Addendum. ODOT may negotiate contract terms and conditions with the successful Offeror. If, in ODOT’s sole discretion, it determines that the Best Value Offeror is not responsive to the negotiation process, or that the parties will be unable to reach a mutually acceptable contract within 30 days of the notice of selection, ODOT may terminate negotiations with the Best Value Offeror. ODOT will then continue the process of negotiation with the next Best Value Offeror until ODOT either successfully negotiates a contract or cancels the procurement.

The outcome of the process may, at ODOT’s sole discretion, result in:

a. Notice to Offeror(s) of selection or rejection for contract negotiation and possible award.

b. Cancellation of the RFQ and either re-issuance of the RFQ in the same or revised form or no further action by ODOT with respect to the RFQ.

ODOT may reject any or all quotes or cancel this RFQ at any time if doing either would be in the public interest as determined by ODOT. ODOT is not liable for any costs an Offeror incurs while preparing or presenting the quote or during further evaluation stages. All unreturned quotes will become property of ODOT and part of the procurement file without obligation to ODOT.

ACRONYMN TABLE

ADA Americans with Disability Act APM Agency Project Administrator CA Consultant Administrator CiviCRM Brand name of the CRM used by TriMet CRM Customer Relationship Management System CTR Commute Trip Reduction DAS Department of Administrative Services DBE Disadvantaged Business Enterprise DEQ Oregon Department of Environmental Quality.

DOJ Department of Justice ECO Employee Commute Options IMP Innovative Mobility Program NTP Notice to Proceed OAR Oregon Administrative Rules ODOT Oregon Department of Transportation OPO ODOT Procurement Office ORS Oregon Revised Statute TO Transportation Options

Exhibit No. 1 to Request for Quote: Sample Statement of Work

Part I. General Information and Overview

This project aims to develop a shared universal Customer Relationship Management (“CRM”) System for ODOT, Get There Oregon, and Transportation Options (“TO”) partners. The following outlines the purpose, objectives, anticipated use, scope of services, and development parameters for the proposed CRM.

A phased development and rollout approach for the CRM, starting first with Portland metro partners conducting employer outreach to employers affected by DEQ’s Employee Commute Options (“ECO”) program and then extending use among other partners in the state, is recommended to streamline the process and initially contain costs.

• Included in the CRM development would be the integration of existing content marketing platforms used by Get There and partners. At a later stage, development and use of a new shared universal content marketing platform may be explored. This scope of work assumes that there will be 23 paid users in this new Salesforce instance for the first year, with 10 additional users added for the second and third years of the CRM license. The Consultant will provide the user licenses to the Agency.

Acceptance Process for Deliverables:

The Consultant shall provide the Agency with a demonstration version of the CRM at least twice during the development period for the Agency, its grant partners, and consultant partners to test the functionality of the CRM. The Consultant shall provide the Agency with an updated demonstration version of the CRM within 10 business days of receipt of final Agency comments.

Consultant shall submit all deliverables to ODOT’s Agency Project Manager (“APM”), or designated contact for acceptance and approval. The APM may request that a Project plan or Task and Deliverable outline for the Work be submitted for approval prior to commencing the Work. Consultant shall deliver all correspondence and documentation in electronic format with a signed cover letter.

Due dates in the contract refer to submittal of deliverables to ODOT’s APM or designated contact. ODOT’s APM or designated contact will review the deliverable and may provide written comments to Consultant within 3 business days of receipt of the deliverable (or as otherwise agreed upon between Consultant and ODOT).

Consultant shall address the comments and submit the final Deliverable to ODOT’s APM or designated contact within 2 business days from Consultant’s receipt of comments (or as otherwise agreed upon between Consultant and ODOT).

ODOT will only pay for Work that has been accepted by ODOT.

ODOT and its Partners’ Anticipated Use & Needs: for the Shared Universal CRM:

• ODOT and Get There Oregon will use the CRM to:

o Facilitate and track employer and public engagement with Get There Oregon marketing, including but not limited to:

The Shift, e-newsletter The Connection, e-newsletter Generate leads for statewide marketing and programs o Track employer, third party, and public participation in campaigns, events, and programs, including:

Get There Connect use and service/support requests Get There Challenge Including for prospective sponsors, confirmed sponsors, and prize winners Campaign pledges Webinars and meetings Rewards and recognition programs o Identify employers affected by the Department of Environmental Quality’s (“DEQ”) Employee Commute Options (“ECO”) rules and facilitate TO partner support service delivery, including:

ECO survey completion Delivery of customized employee TO use reports Progress toward ECO targets o Serve ECO-affected employers outside of TO Partner-service jurisdictions and track service support, including:

ECO survey completion Delivery of customized TO report Progress toward ECO targets

• TO Program Grantees and sub-grantees (e.g. the Westside Transportation Alliance, TriMet) will use the CRM to:

o Serve ECO-affected employers in service jurisdictions and track service support, including:

ECO survey completion Delivery of customized commute trip reduction reports and plans Employer progress toward ECO targets o Facilitate the coordination of local employer programs, which may include, but is not limited to:

Track communications with employer contacts Assigning lead contacts to key employers Email distribution and tracking o Track and manage employer site assessments, which might include but are not limited to access to transit lines, preferred rideshare parking, etc.

o Track employer engagement with programs, services, and products, which may include, but is not limited to:

Local employer bus pass program, vanpool services, emergency ride home, bikeshare, scooter share, rewards programs, Get There Connect, etc.

Enable partners to customize the CRM with the addition of fields, with or without isolated data, to track and manage local program, service, and product delivery (see CRM design + build section) o Rollout of new TO services, including but not limited to new transit lines or shared micromobility programs.

o Report generation (including for partner grant fulfillment) o Track and inform local employer marketing engagement (email opens, CTRs, etc.)

ODOT-Supported CRM users

• Phase 1 will include ODOT and Consultant staff and Portland metro area partners for a total of 23 estimated users for the first year from the start of the CRM license agreement.

• Phase 2 will add up to an additional 10 annual users licenses for partners outside the Portland metro area for the second and third years of the CRM license agreement, for a total of up to 33 users in the second and third years. Additional 12-month CRM user licenses can be purchased at any time by ODOT and separately by partners through Salesforce.

CRM Product Selection and Licensing

• Salesforce product: Sales Cloud CRM Enterprise Edition o Provides CRM record, field and dashboard customization, multiple system/APP integration, data isolation, and advanced reporting capabilities not offered in Sales Cloud CRM Professional Edition

Part II. Tasks and Deliverables

A. Tasks and Deliverables Consultant shall provide the following Services upon receipt of the Notice to Proceed from ODOT:

Task 1 Sales Cloud CRM Enterprise Edition licensing Key inclusions in base 12-month licensing: 12-month user licenses for designated number of users paid for by ODOT. Anticipated number of designated users is 23 for the first year (Phase 1) of the license and 33 for the second and third years (Phase 2).

Consultant shall provide the following for Sales Cloud CRM Enterprise Edition licensing:

• Unlimited number of contacts in the CRM.

• Capability to add an unlimited number of custom fields with or without protected data isolation.

• Customization of universal baseline user dashboard to display new fields added by ODOT and/or individual partners.

• Capability to send and track unlimited emails to CRM contacts.

• Workflow Automation

• Lead management, assignment, and routing (route leads to designated reps)

• Specify collaborators assigned to contacts and workflow.

• Opportunity to track key details about contacts made and service, tool, and program signups.

• Opportunity to analyze data and predict which opportunities are most likely to convert.

• Licensing add-ons for additional fees; for example, Premier Success Plan covering 24/7 technical support for all paid CRM users.

Task 1 Deliverables:

Consultant shall provide Salesforce Sales Cloud Enterprise Edition licensing to the contract expiration date. Agency will reserve the right to extend licensing with the Consultant prior to contract expiration.

Task 2: Salesforce Consulting and Development Services CRM Design + Build

Consultant shall conduct Discovery and Project Mapping, including, but not limited to:

• Finalize CRM needs and functionality.

o Establish baseline needs and functionality for universal CRM to be covered during design and build, including:

Record types for different contacts as described in deliverable 2.2 Universal fields for each record types Baseline search functionality App integration as described in deliverable 2.3 Standard workflows/diagrams Baseline reporting features ODOT grant delivery needs o Identify partner CRM needs to manage local employer marketing and program, service, and product delivery through customization after universal CRM is built. Partner needs will be identified by email request from ODOT.

Note: If partner customization cannot be accommodated through field and dashboard additions in universal CRM, then additional development costs might be incurred.

o Establish designated CRM user admin(s) and roles o Determine all contact data sources, including via partner in-take form o Identification of security needs and protocol set up

Consultant shall design and build under base development cost, including:

• Set up user profiles and permissions

• Create standard contact records with baseline fields for identified types, including:

o Employers o Employer contacts (associated with employer records) o Third party business/civic programs and groups o Oregon residents Note: includes Get There Connect users and Mailchimp subscribers o TO partners/ODOT grantees o Contact migration/import, including from:

Mailchimp Constant Contact CiviCRM records (TriMet) Excel spreadsheets o Set up baseline CRM search functionality

Consultant may be asked to provide additional app integration, including but not limited to:

• ZoomInfo

• MailChimp (existing Get There Oregon content marketing platform)

• Other existing partner content marketing platforms or CRMs (such as CiviCRM)

• Integration into Get There Connect platform (provided by third-party vendor RideAmigos)

Consultant shall develop baseline universal dashboard for all CRM users

• Dashboard shall include the ability for local partners to create customized dashboards showing local field additions and custom report capability post CRM design and build

• ODOT and authorized Get There consultant users to see all fields in CRM

Consultant shall set up custom report generation (up to 15 types of custom reports total under base cost)

Consultant shall verify individual engagement metrics data integration from integrated ODOT Get There and partner content marketing platforms

Consultant shall use testing and refinement, including:

• Provide at least 2 but up to 5 demonstration versions of the CRM dashboard in preparation for Phase 1 of CRM rollout.

o Demonstration versions shall be prepared for ODOT or its consultants or grant partners to test the CRM functions.

o Consultant shall provide the first demonstration version within 90 days of project kick-off and shall provide additional demonstration versions within 10 days of ODOT request or receipt of ODOT comments.

• Refine the CRM at ODOT’s request over the life of the contract, including, but not limited to:

o At ODOT’s request, Consultant shall make customizations to the CRM to respond to emerging ODOT or partner needs.

Consultant shall provide customization(s) within 10 days of receipt of ODOT request if the requested customization(s) are covered by the base Salesforce user license annual fee.

If the requested customization(s) are not covered the base Salesforce user license, Consultant shall provide a quote for additional fees to ODOT and provide customizations within 10 days of receipt of ODOT approval of additional fees.

Task 2 Deliverables Consultant shall begin the design and build phase within 30 days of NTP. The design and build phase must be completed within 6 months of NTP and must provide the remainder of services in Task No. 2 by the contract expiration date. Task 2 deliverables include:

• Draft CRM design with up to 2 refinements within 10 days of receipt of Agency comments.

• At least 2 but up to 5 demonstration/test versions for Agency or Agency partner staff to test the CRM build.

• Completed CRM build within 6 months of NTP.

Refinements and customizations at Agency’s request for the duration of the contract period.

Task 3: CRM User Training

Consultant shall provide Virtual CRM training for all paid users, including signing in, getting started, and accessing CRM features. Training must be held at the beginning of Phases 1 and 2 as new users are joining the CRM. Training must include but is not limited to:

• Adding records and changing field information

• Workflow and opportunity management

• How to add fields and protect data, if needed, create custom dashboards, and generate custom reports

• Tracking and assessing individual contact engagement metrics

• Accessing Premier Success Plan 24/7 technical support

Task 3 Deliverables:

Consultant shall complete training for Phase 1 user(s) when the CRM design and build is complete approximately 6 months after NTP. Consultant shall complete Phase 2 training approximately 1 year after Phase 1 begins.

B. RESPONSIBILITIES OF ODOT

(1) ODOT’s obligations set forth in this Purchase Order shall be performed by ODOT in a timely and proper fashion in accordance with the Task Delivery Schedule, or as otherwise agreed upon between the Parties, to allow Consultant to timely perform its obligations under this Purchase Order.

Part III. Special Considerations. – Reserved

Part IV. Pricing

ODOT will pay Consultant a fixed, not to exceed (“NTE”) amount for all Goods and Services completed and Deliverables accepted by Agency.

Part V. Travel and Other Expenses.

Unless otherwise agreed, ODOT will not reimburse Consultant travel or other expenses, unless ODOT has preapproved expenses and only pursuant to the Oregon Accounting Manual:

http://www.oregon.gov/das/Financial/Acctng/Documents/40.10.00.pdf http://www.oregon.gov/das/Financial/Acctng/Documents/40.10.00.pdf

EXHIBIT NO. 2 TO REQUEST FOR QUOTE: Pricing Sheet

TASK NO. PRODUCT/SERVICE DESCRIPTION QUANTITY TERM TOTAL

COST

1 Sales Cloud CRM Enterprise Edition licensing, and technical support year 1

23 user seats

Year 1

(Continued)

Sales Cloud CRM Enterprise Edition licensing, and technical support year 2

33 user seats

Year 2

(Continued)

Sales Cloud CRM Enterprise Edition licensing, and technical support year 3

33 user seats

Year 3

2 Salesforce Consulting and Development Services CRM Design + Build with app integration initial phase

NA Within 6 months of NTP, prior to start of annual license

(Continued)

Salesforce Consulting and Development Services: Additional refinements at Agency request

NA Through out

3 CRM Virtual User Training (assuming 23 users the first year, 10 additional the following year, and up to 10 additional at the third year or at another point by request during the contract due to staff turnover)

Annual 3 Years

TOTAL MAXIMUM NOT-TO-EXCEED COST

Signature and Title of Offeror Authorized Representative Date

EXHIBIT NO. 3 TO REQUEST FOR QUOTE: Purchase Order

STATE OF OREGON

PURCHASE

ORDER (PO)

NO.

PAGE #

Authorized Purchaser’s Authorized Representative

Purchase Order Date

Requisition No.

Consultant Name and Address

Authorized Purchaser’s Invoicing Address

Consultant FEIN

Price Agreement number

Authorized Purchaser’s Authorized Representative Email Address

Deliver to Address

Authorized Purchaser’s Authorized Representative Phone and Fax Number

Delivery Schedule or Delivery Date

Item

Description

Quantity

U/M

Unit Price

Net Price

THIS PURCHASE IS PLACED AGAINST STATE OF OREGON

PARTICIPATING ADDENDUM #____. THE TERMS AND CONDITIONS

CONTAINED IN THE PARTICIPATING ADDENDUM APPLY TO THIS

PURCHASE AND TAKE PRECEDENCE OVER ALL OTHER CONFLICTING

TERMS AND CONDITIONS, EXPRESS OR IMPLIED.

Sub Total

Freight

Total

This Purchase Order, in addition to any exhibits or addenda attached, is placed against State of Oregon Solicitation #S-73000-00011033 and Price Agreement ____. The terms and conditions contained in the Price Agreement apply to this purchase and take precedence over all other conflicting terms and conditions, express or implied. There are no understandings, agreements, or representations, oral or written, not specified herein.

Expenditure Authority Approval (Print and Sign)

Date

Procurement Authority Approval (Print and Sign) Date *PO shall be executed with proper authority (Expenditure/ Procurement before receiving goods or services).

Consultant Authorized Representative for Receiving (Print and Sign)

Date