8366_Request for Information.pdf

RFI # S-91400-00011654 (OHCS #8366)

State of Oregon

COVER PAGE

OREGON HOUSING AND COMMUNITY SERVICES DEPARTMENT

REQUEST FOR INFORMATION (RFI)

OregonBuys Bid #S-91400-00011654

Seeking Information About:

Customer Relationship Management (CRM) System

Date of Issue: September 25, 2024

Opening Date and Time (Responses Due):

October 18, 2024 at 4:00 PM PDT

Single Point of Contact (“SPC”): Amanda King, Procurement & Contracts Specialist

Address: 725 Summer Street NE, Suite B City, State, Zip: Salem, OR 97301 Phone: 971-433-7914 Email: amanda.king@hcs.oregon.gov

The State of Oregon promotes equal opportunity for all individuals without regard to age, color, disability, marital status, national origin, race, religion or creed, sex or gender, sexual orientation, or veteran status.

mailto:amanda.king@hcs.oregon.gov

RFI #S-91400-00011654 (OHCS #8366)

1.0 Introduction

The State of Oregon acting through its Oregon Housing and Community Services Department (OHCS) is issuing this Request for Information (RFI) to solicit information from vendors that offer software solution for a Customer Relationship Management (CRM) system. To assess the best way to approach such a scope, OHCS is seeking responses from any vendor with information related to solutions with broad and configurable functionality, suited for a large, diverse set of divisions with varying requirements, yet enabling staff to exercise personal agency to serve grantees, stakeholders, and the community.

Responses to this RFI will assist in identifying specific high-level requirements for a CRM system, functionality and integration, and the benefits and risks.

2.0 Background

The mission of OHCS is to provide stable and affordable housing and engage leaders to develop an integrated statewide policy that addresses poverty and provides opportunity for Oregonians. This mission is accomplished through the administration of programs that provide housing stabilization, these programs are delivered primarily through grants with community-based service providers, mainly local government and nonprofit entities.

In addition to funding critical nonprofit services, constituents regularly engage with OHCS staff, who must be knowledgeable about available statewide resources, with an imperative need to deliver timely and accurate information.

3.0 Objectives

OHCS does not currently meet industry standards or business needs by utilizing a CRM, which would modernize and improve the experience for customers and staff. OHCS requires a solution with a variety of essential functions to support customer care and the ability to integrate with systems such as email, business intelligence or data visualization software, and possibly other existing in-house developed applications.

The objectives of this RFI are to gain a better understanding of the various solutions available to meet these needs, compatibility options, and pricing.

4.0 Responder Submission

Responders must not communicate with any Department staff or officials regarding this procurement with the exception of the SPC identified on the Cover Page. Information and responses to questions should be succinct, providing the reviewer adequate information to determine solutions available on the market that may meet agency’s need.

4.1 To submit a Response, Responder shall complete the Respondent Information Sheet (Attachment A) and provide a detailed Pricing Estimate in Attachment A-1.

4.2 Identify the RFI name and number. Responses must be sent electronically to amanda.king@hcs.oregon.gov by the Opening Date and Time on the Cover Page.

All responses and any accompanying documentation become the property of the State of Oregon, subject to the Oregon Public Records Law, and will not be returned.

OHCS will not be responsible for any error or omissions from downloading the RFI. OHCS is not responsible for transmittal errors.

5.0 Costs and Fees

All costs associated with Responder’s preparation and submission of this RFI is the sole responsibility of the Responder and shall not be borne by OHCS or the State of Oregon.

6.0 General Process Information

6.1 Schedule

The following are key dates specific to this RFI:

RFI Issued September 25, 2024 Opening (Responses due) October 18, 2024 at 4:00 PM PDT

6.2 Questions

All questions and requests regarding the RFI must be sent electronically to amanda.king@hcs.oregon.gov by the Opening date published in Section 6.1 Schedule. Reference the RFI name and number. Include your entity name and contact information.

6.3 Responder Participation

This RFI may or may not result in an RFP. Responses provided to this RFI will be used only for general information purposes and will not be considered binding on any party. Responses provided to this RFI will also not have any impact on any RFP selection process.

Submission of a response to the RFI does not constitute an agreement between the State and the Respondent, nor does it secure or imply that Respondent will be selected or given any preferential access or availability to future funding opportunities that may arise as a result of this RFI.

7.0 Public Record/Confidential or Proprietary Information

This RFI and each response received in response to it shall be kept by OHCS and made a part of a file or record that may be open to public inspection. If an RFI response contains any information that is considered a trade secret under ORS 192.501(2) or is otherwise exempt from disclosure under the Oregon Public Records Law, ORS 192.410 through 192.505, if applicable, the Responder shall complete and submit the Affidavit of Trade Secret (Attachment B to this RFI) and a fully redacted version of its response, clearly identified as the redacted version.

If applicable, the Oregon Public Records Law exempts from disclosure only bona fide trade secrets, and some exemptions from disclosure apply only “unless the public interest requires disclosure in the particular instance.” Therefore, non-disclosure of documents or any portion of a document submitted as part of a response to this RFI may depend upon official or judicial determinations made pursuant to the public records laws and requirements. If applicable, OHCS may give Responder notice of any required disclosure and cooperate with Responder, at Responder’s expense, in seeking reasonable protective arrangements. However, OHCS shall not be required to act in a manner which would result in any sanctions or other penalties.

Responders are cautioned that cost information generally is not considered a trade secret under Oregon

Public Records Law (ORS 192.410 through 192.505) and identifying the submission, in whole, as exempt from disclosure is not acceptable.