8366_RFI_CRM System_FAQv.2.docx

Oregon Housing and Community Services Department 725 Summer Street NE, Suite B Salem, OR 97301 Telephone: 971-433-7914 Email: amanda.king@hcs.oregon.gov

Date: October 9, 2024

To: RFI # S-91400-00011654 (OHCS #8366) Respondents

From: Amanda King, Procurement Specialist

Re: RFI # S-91400-00011654, FAQ No. 1 Customer Relationship Management (CRM) System

This document is not an Addendum to the subject RFI and does not change the requirements of the RFI. Answers given to the below questions that were submitted by prospective Respondents are for clarification purposes only.

Questions Received:

1. Regarding the Oregon Housing and Community Services Department RFI Bid #S-91400-00011654 that was issued this morning, does the department intend to invite vendor for discussions/presentations or demonstrations for their solution?

Response: The RFI does not include a demonstration portion; however, if this RFI results in an RFP, demonstrations will be included in that process. At this time, the project is being prepared for legislative approval.

2. What is the number of internal and external users for this system?

Response: OHCS anticipates15 to 30 initial users and will have additional users added over time. If available, a per-user price tier included in Attachment A-1 would be beneficial so we can assess initial and long-term costs for the system.

3. There is no deadline for submitting questions/clarifications listed in the RFI documents. Does this mean that they can be submitted until the RFI due date of October 18, 2024?

Response: Yes, we are accepting questions until the Opening date of October 18, 2024, and will upload answers intermittently to OregonBuys.

4. If this RFI greenlights a solicitation, what is the estimated timeframe for procurement?

Response: We anticipate a timeframe of 12 months or less.

5. What is the anticipated contract value?

Response: Unknown at this time. This RFI will assist in assessing contract value.

6. Is there a current vendor providing these services? If so, how may I obtain copies of any incumbent contract documents?

Response: No, OHCS does not currently have a vendor providing these services.

7. Can you provide examples of the types of workflows you would be looking to foundationally implement via this new CRM? We understand that a comprehensive list is likely unachievable at this time however a ballpark cost estimate will be dependent on understanding what administrative and end user facing activities OHCS is hoping to support. For example, “Someone submitting an application for supportive housing” or “a case manager at a nonprofit documenting case notes for a client”.

Response: When an OHCS staff member has a conversation with a partner in community or contractual, they will enter the details of the conversation and follow-up in the CRM. When staff are planning engagement with partners or community, they will review the notes in the CRM to better prepare for the conversation, make sure they are aware of any issues or important content prior, and to see who else from the agency has had interactions with that community member or partner.

When the agency needs information to inform decision making, or to inform reporting requirements, ARB, or other information they can pull reports from the CRM system.

8. In the existing [Q&A] you stated that there would be 15 to 30 initial users of this platform. Could you provide any additional details about the types of user profiles you anticipate needing? Specifically, what do “staff” and “customer” mean in the context of this RFI- and do you anticipate that program applicants/recipients of services will have profiles in the system that they are able to access?

Response: Staff would be those who are responsible for managing relationships with our external partners. This would include our Government Relations team, our engagement team and members of agency divisions.

Partners – anyone that has a contract with OHCS to deploy resources to community, develop properties, or is seeking homeowner assistance support, community-based organizations, legislators, general public seeking information and others who are directly impacted by OHCS resources.

9. Would OHCS be interested in administering direct or third-party payments or doing direct benefits (ie. housing voucher) allocations through the CRM?

Response: Not at this time.

10. What third party data sources (including in-house developed applications) does OHCS currently use, and would integrations with these data sources be desired in this new CRM system?

Response: No additional data sources or systems are currently involved. The processes this system would support are currently manual.

11. Could you please provide an estimated user count for this opportunity?

Response: 15 – 30 users.

12. Could you also please clarify the following in the 3.1 Capability section: Create a long form report for a third-party security audit. What type of information would need to be gathered for this reporting?

Response: We would like to know if this is a component of the CRM System on any level, specific data not applicable at this moment.

13. Could you also please clarify the following in the 3.1 Capability section: Workflow management. Could you please provide additional information on the workflows required?

Response: There would need to be clarity and coordination for those who are responsible for relationship management and support, and community engagement to use the system. They would be required to enter information when engaging with our partners.

14. Are you currently using a grant solution today, and if so which solution?

Response: No, we currently do not have a system in place.

15. How many employees are in the agency?

Response: Total employee count would not be applicable. There will be an estimated 15-30 users interacting with the system.

16. Would Oregon consider extending the proposal submission deadline to ensure sufficient time to prepare a comprehensive RFI bid?

Response: No, this RFI is to gain preliminary knowledge on CRM Systems and pricing. An RFP will be available in 2025 that will provide and request more details.

17. In RFI Request For Infomation.pdf, page 2, section 4, Responder Submission, is this a comprehensive checklist of content that needs to be included so that we can submit a responsive bid? If not, could you specify? I also see attachment B, but it’s not listed anywhere that it should be included in the response.

Response: Attachment A, Respondent Information Sheet, and Attachment A-1, Pricing Estimate, should be completed and submitted as the response to the RFI. The checklist provides items we are looking for in a system, as well as open-ended boxes at the end of each category to provide more detail, if needed. Attachment B, Affidavit of Trade Secrets, should be completed if the Respondent wishes to keep portions of their response confidential but is not mandatory to submit. Please also provide a redacted version of the response with the Affidavit, if applicable.

18. Can you tell me more about the email, Business Intelligence, applications, etc. this CRM will be integrating with?

Response: Please refer to Section 3.2 of Attachment A, Respondent Information Sheet, for a general list of compatibility we are looking for.

19. What vendor/solution are you using for your current CRM?

Response: We currently do not have a vendor/solution.

20. What timeline would you be potentially looking at for getting this new CRM evaluated/implemented?

Response: After completion of an RFP, we expect implementation in 2026.

21. What are the main considerations you’re looking for in a new CRM to help your organization?

Response: Please refer to Attachment A, Respondent Information Sheet, for details on considerations we are looking for in a potential CRM System.

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