Amendment 001.rtf

SAP

State of South Carolina

Request for Proposal

AMENDMENT 001

Solicitation:

Date Issued:

Procurement Officer:

Phone:

E-Mail Address:

Mailing Address:

5400020595 1/22/2021

BRITTANY SLOAN

803-737-3410 bsloan@mmo.sc.gov SFAA, Div. of Procurement Services, ITMO 1201 Main Street, Suite 601 Columbia SC 29201

DESCRIPTION: Customer Relationship Management System USING GOVERNMENTAL UNIT: Coastal Carolina University

SUBMIT YOUR OFFER ON-LINE AT THE FOLLOWING URL: http://www.procurement.sc.gov SUBMIT OFFER BY (Opening Date/Time): 2/11/2021 3:00 pm (See "Deadline for Submission of Offer" provision) QUESTIONS MUST BE RECEIVED BY: 01/13/2021 11:00 am (See "Questions from Offerors" provision) NUMBER OF COPIES TO BE SUBMITTED: ONLINE BIDDING PREFERRED; If submitting Online in SCEIS please See Online Bidding Instructions in Section II.B. If submitting Hardcopy, submit One (1) Original Hardcopy marked “Original”, and One (1) Electronic (digital) Media Copy marked “Copy” (See “Electronic Copies-Required Media & Format” provision Section II.B.)

CONFERENCE TYPE: Pre-proposal

DATE & TIME: 1/15/2020 10:00 AM

(As appropriate, see "Conferences - Pre-Bid/Proposal" & "Site Visit" provisions) LOCATION: Virtual

AWARD & AMENDMENTS

Award will be posted on 03/11/2021. The award, this solicitation, any amendments, and any related notices will be posted at the following web address: http://www.procurement.sc.gov

You must submit a signed copy of this form with Your Offer. By signing, you agree to be bound by the terms of the Solicitation. You agree to hold Your Offer open for a minimum of ninety (90) calendar days after the Opening Date. (See "Signing Your Offer" provision.)

NAME OF OFFEROR

(full legal name of business submitting the offer) Any award issued will be issued to, and the contract will be formed with, the entity identified as the Offeror. The entity named as the offeror must be a single and distinct legal entity. Do not use the name of a branch office or a division of a larger entity if the branch or division is not a separate legal entity, i.e., a separate corporation, partnership, sole proprietorship, etc.

AUTHORIZED SIGNATURE

(Person must be authorized to submit binding offer to contract on behalf of Offeror.)

DATE SIGNED

TITLE

(business title of person signing above)

STATE VENDOR NO.

(Register to Obtain S.C. Vendor No. at www.procurement.sc.gov)

PRINTED NAME

(printed name of person signing above)

STATE OF INCORPORATION

(If you are a corporation, identify the state of incorporation.)

OFFEROR'S TYPE OF ENTITY: (Check one) (See "Signing Your Offer" provision.)

___ Sole Proprietorship ___ Partnership ___ Other_____________________________

___ Corporate entity (not tax-exempt) ___ Corporation (tax-exempt) ___ Government entity (federal, state, or local)

COVER PAGE - ON-LINE ONLY (MAR. 2015)

SAP

SAP

PAGE TWO

(Return Page Two with Your Offer) HOME OFFICE ADDRESS (Address for offeror's home office / principal place of business)

NOTICE ADDRESS (Address to which all procurement and contract related notices should be sent.) (See "Notice" clause)

_________________________________________________ Area Code - Number - Extension Facsimile

_________________________________________________ E-mail Address

PAYMENT ADDRESS (Address to which payments will be sent.) (See "Payment" clause)

____Payment Address same as Home Office Address ____Payment Address same as Notice Address (check only one) ORDER ADDRESS (Address to which purchase orders will be sent) (See "Purchase Orders and "Contract Documents" clauses)

____Order Address same as Home Office Address ____Order Address same as Notice Address (check only one)

ACKNOWLEDGMENT OF AMENDMENTS

Offerors acknowledges receipt of amendments by indicating amendment number and its date of issue. (See "Amendments to Solicitation" Provision) Amendment No.

Amendment Issue Date Amendment No.

Amendment Issue Date Amendment No.

Amendment Issue Date Amendment No.

Amendment Issue Date

DISCOUNT FOR PROMPT PAYMENT

(See "Discount for Prompt Payment" clause) 10 Calendar Days (%) 20 Calendar Days (%) 30 Calendar Days (%) _____Calendar Days (%)

PREFERENCES - A NOTICE TO VENDORS (SEP. 2009): Preferences do not apply. See SC Consolidated Procurement Code Reference 11-35-1524 (E) (2)

PREFERENCES - ADDRESS AND PHONE OF IN-STATE OFFICE: Preferences do not apply. See SC Consolidated Procurement Code Reference 11-35-1524 (E) (2)

PAGE TWO (SEP 2009)

End of PAGE TWO

Page Page

AMENDMENT # 001

Solicitation #5400020595

AMENDMENTS TO SOLICITATION (JAN 2004)

The Solicitation may be amended at any time prior to opening. All actual and prospective Offerors should monitor the following web site for the issuance of Amendments: www.procurement.sc.gov (b) Offerors shall acknowledge receipt of any amendment to this solicitation (1) by signing and returning the amendment, (2) by identifying the amendment number and date in the space provided for this purpose on Page Two, (3) by letter, or (4) by submitting a bid that indicates in some way that the bidder received the amendment. (c) If this solicitation is amended, then all terms and conditions which are not modified remain unchanged. [02-2A005-1] See amended Pricing Matrix attached herein

Questions from Offerors - amendment (Jun 2017) The solicitation is amended as provided herein. Information or changes resulting from questions will be shown in a question-and-answer format. All questions received have been reprinted below. The “state’s response” should be read without reference to the questions. The questions are included solely to provide a cross-reference to the potential Offeror that submitted the question. Questions do not form a part of the contract; the “state’s response” does. Any restatement of part or all of an existing provision of the solicitation in an answer does not modify the original provision except as follows: underlined text is added to the original provision. Stricken text is deleted. [02-2a097-1]

ALL OTHER TERMS, CONDITIONS, BIDDING INSTRUCTIONS, AND SPECIFICATIONS REMAIN UNCHANGED. IF THERE ARE ANY QUESTIONS OR IF ANY CONFUSION OR UNCERTAINTY ARISES AS A RESULT OF THIS AMENDMENT, IT IS THE SOLE RESPONSIBILITY OF THE OFFEROR TO CONTACT THE PROCUREMENT OFFICER FOR CLARIFICATION. CONTACT INFORMATION CAN BE FOUND IN THE TOP RIGHT HAND CORNER OF THE COVER PAGE OF THIS AMENDMENT. REFERENCE THE “DUTY TO INQUIRE” CLAUSE IN THE ORIGINAL INVITATION FOR BID.

VIII. BIDDING SCHEDULE / PRICE-BUSINESS PROPOSAL

PRICE PROPOSAL (Modified)

Notwithstanding any other instructions herein, you shall submit the following price information as a separate document from the technical proposal.

The index below is the only acceptable price index. Cost Options will not be accepted.

Please note-Total potential value shall be the sum of all five (5) years. This is the value that will be evaluated.

Offeror’s Name:

Description Year 1 Year 2 Year 3 Year 4 Year 5 total potential value Year one (1) cost to include implementation fees, training fees and first year of maintenance and support for unlimited users (All inclusive)

Years two thru five (2-5) shall only include maintenance and support for unlimited users (All Inclusive)

Please provide the following for informational purposes:

Year 1 Breakdown:

Implementation fees-

Training fees:

Maintenance and Support fees:

**Any additional information provided will be reviewed but not included as part of the cost evaluation**

ATTACHMENT A

QUESTIONS AND ANSWERS RECEIVED

FOR IFB5400020595

CRM System

Section 3.4 - To what extent should the CRM facilitate the listed marketing activities?

State’s Response: The CRM should have the ability to facilitate all marketing activities listed in the Section III, subsection 3.4 of the solicitation.

E.g. Computer Telephony Integration (CTI) with university phone system to support phone campaigns.

State’s Response: We do not need an integration with the current phone system. If one is available with you offer, then please include it in an Appendix to your Technical Proposal as stated In Section IV-Information for Offerors to Submit- Evaluation; Item #1- Technical Proposal of the solicitation

Are there existing marketing tools in use that would be integrated or are you looking for a fully comprehensive system?

State’s Response: There are no existing marketing integrations. A fully comprehensive system is needed as reflected in Section III of the solicitation.

E.g. Mailchimp for email marketing

State’s Response: see above

Section 3.7 (e) - Will payments be processed through the student Portal?

State’s Response: The proposed system will need to process payments and use the specified payment gateway Listed in Section III of the solicitation. These payments include application fees and potentially enrollment and other new student fees. The proposed system shall have a self-service component that will host this.

Who will access the system through the portal? Is it only students, or will all users make use of the portal?

State’s Response: Prospective students/applicants, selected staff and faculty.

Should we plan to build P2P integrations between the CRM and peripheral systems, or should we implement an API-Led integration pattern?

State’s Response: P2P is advised.

Can you estimate usage/frequency by the students of the portal? (Unlimited usage will be more costly than less frequent usage).

State’s Response: Unlimited usage and system must be functional 24/7.

Does Costal Carolina have Ellucian Ethos?

State’s Response: There are plans to implement but no definitive timeline yet.

For the integration into Ellucian, is CCU looking for:

A one-directional or Bi-directional integration?

State’s Response: Bi-directional.

What speed are you looking to integrate data? (Real time, nightly, weekly) State’s Response: Preferably real time if technically possible, otherwise nightly.

Can you provide a sample of the data CCU is looking to integrate?

State’s Response: No, but it will include contact/address, education history, parent/emergency contact information, and various application-related and application status fields.

Is CCU looking to integrate Common Application into the new system or build a new application process in the new system?

State’s Response: Both. We need a CCU application hosted through the CRM, as well an integration with Common App.

Is CCU looking to implement an Interactive Voice Response system in this new system or are they strictly looking to log calls in the system?

State’s Response: Log calls into the system.

On average, how many applications does CCU receive a year?

State’s Response: Approx. 20K to 25K from the various application types (freshmen, transfer, international, non-degree, re-admit, and graduate).

What types of letters does CCU send? On average, how many letters they send per year?

State’s Response: There are many types of letter: general interest letters, apply now letters to generate applications, school counselor letters, application acknowledgment letters, incomplete/pending application letters, admission decisions (acceptances, waitlist, and denials), scholarship letters. The volume is approximately 500,000 individual letters.

Does each individual group listed (undergrad, transfer, grad, etc.) require a separate portal or can they be on the same one?

State’s Response: It can be the same one that will recognize the various user types.

How many application types does CCU have?

State’s Response: 5 Undergraduate applications and 1 graduate application.

How many users will need access to text messaging in the new system?

State’s Response: Unlimited for staff and students.

What Social media platforms is CCU looking to integrate with?

State’s Response: We currently use Facebook, Instagram, and Twitter.

Can you explain the capabilities CCU is looking for with their social media integration?

State’s Response: There are no specific capabilities. We would like to know what a CRM might be capable of doing with social media.

On average, how many events does CCU host per year?

State’s Response: We offer 2 tours per day Monday – Friday from September through April and 1 tour per day from May through August. In addition, there are approximately 50 other events (Open Houses, Saturday tours, special enrollment events, counselor events, etc.). In addition to approximately 500 college fairs, individual high school visits, and 2-year college visits. The CRM should be able to host unlimited event registration forms.

Can you explain the use of tele-recruiting?

State’s Response: This is the ability for student workers to track calls to admitted students within the CRM system. The student worker will need to be able to put in notes, if applicable, for a professional staff member to follow-up.

Is CCU looking to migrate any current data into the system once it is live?

State’s Response: Yes.

If so, can you provide a sample data set that CCU is looking to migrate into the system?

State’s Response: We cannot provide a file; however, it will include student data (name, address, email, date of birth, term, previous contacts, etc.).

What types of users will need access to this system? Can you list the number of users per type?

State’s Response: Administrators (3), Admissions Counselors (10+), Admissions Processing Staff (6), Enrollment Communications Staff (4), Transfer Credit & Evaluation Staff (4+), Residency Staff (3), International Admissions Staff (3), Graduate Admissions Staff (4+), Admissions Student Employees (30+), Other Campus Constituents as necessary (10+). As stated previously in question #15, the proposed system must not have any user quantity limitations.

What CRM system is Coastal Carolina University currently using?

State’s Response: We cannot provide this information

How many total users will by using the new CRM system?

State’s Response: Undetermined, but as stated in questions #15, the proposed system must accommodate an unlimited number of users.

How many users will be system administrators?

State’s Response: Approximately 3, but as stated in questions #15, the proposed system must accommodate an unlimited number of users.

Will some users only need limited functionality? If so, how many of these types of users will there be and what types of tasks will they need to accomplish? Some examples would be faculty members who strictly review applications for admission, student workers who strictly use the system to enter inquiries or make phone calls, etc.

State’s Response: Yes, some users will require more permissions than others. The CRM system should provide the administrator(s) with the ability to add or change permissions by user role and/or profile. Some users will only need inquiry access to select modules of the CRM, while Admissions-related staff will require broader update access to role-specific modules as necessary. We are unable to provide an exact number of users based on functionality, but the permissions administration module of the CRM should be flexible to accommodate any number of different levels of permissions (roles and/or profiles) needed.

How many users will be involved in creating events and event registration pages with the new CRM system?

State’s Response: There will be 7 primary users (CRM Manager; Associate Director, Events, 2 Assistant Directors, Events; Welcome Center Coordinator; Associate Director, Recruitment; and Assistant Director, Recruitment. but as stated in questions #15, the proposed system must accommodate an unlimited number of users on all aspects.

How many users will be reviewing applications?

State’s Response: Approximately 25 (includes undergraduate and graduate) currently but we are requiring no quantity limitations.

Are there any users who will strictly be reviewing applications? If so, how many of this type of user will there be?

State’s Response: No.

Outside of a student portal, are there any other types of portals Coastal Carolina University would like to use? Some examples could include a parent portal, a portal for international agents, etc.

State’s Response: No

Regarding integration with your SIS, does Coastal Carolina University want the chosen vendor to perform the integration on behalf of the University or just that the integration is possible/supported?

State’s Response: The chosen vendor should be plan on working collaboratively with Coastal Carolina University’s Information Technology Services (ITS) department to determine which portions of the SIS integration will be completed by ITS and/or by the vendor.

How many total applications does Coastal Carolina University receive annually?

State’s Response: Approx. 20K to 25K from the various application types (freshmen, transfer, international, non-degree, re-admit, and graduate).

Does Coastal Carolina University currently have a text messaging solution? If so, do you want to continue using that solution or do you want a new text messaging tool with the new CRM?

State’s Response: We have one in place but as specified in Section III of the solicitation, the proposed system must be fully comprehensive and all inclusive.

Approximately how many unique email addresses (contacts) does Coastal Carolina University include in email marketing campaigns annually? We are mainly looking for the total number of individual email addresses that will be receiving emails from the communication system throughout the year, not the total number of emails sent.

State’s Response: This should be unlimited as our current prospective student database, parent database, and applicant database is increasing each year.

Minority participation, page 28- Are there any additional points for minority participation for this solicitation?

State’s Response: There are no additional points provided for minority participation. However, the University does capture this information if applicable through the Minority Participation questionnaire.

Section 3.9. Additional requirements- Please share different formats of the data which the new CRM system is expected to handle during integration with different systems.

State’s Response: We are unclear as to what is meant by “different formats”. However, the CRM should be able to provide one or more ways to export and import data from various external systems, including but not limited to, Ellucian Colleague, College Board, and ACT. Formats supported should include text, CSV, Excel, and PDF.

Section 3.9. Additional requirements- Please share the size of the data expected to be migrated from existing (Radius by Campus Management) to new system.

State’s Response: We are not able to provide exact space utilizations (i.e. in terms of gigabytes, etc.), but the migration will likely involve between 500,000 to 750,000 main contact type records, along with an unknown number of related event and attendee registration, application, parent/family, and institution/organization records.

Section 3.1. Background- What is expected number of internal users from university staff who will need access to the new system?

State’s Response: As few as 50 to as many as 100+.

Section 3.9. Additional requirements- In which format is the data expected from Advanced Placement (AP) scores?

State’s Response: The data is delivered as an electronic file from College Board, similar to SAT and ACT files.

Section 3.9. Additional requirements- Please share any documentation of existing business processes including tele-recruiting capabilities.

State’s Response: We cannot provide this information.

Section 3.4 Student Management(A)- Please elaborate more about "other essential constituents".

State’s Response: This could include advisors from 2-year schools, Community Based Organizations, and other college access and advocacy groups.

Will they have operational activities like Students/college counselors?

State’s Response: Non-Admissions staff may have some of the same permissions as Admissions staff but likely will have limited access per pre-configured roles and profiles.

Will they be a part of university administration or are they external partners to university?

State’s Response: They are fill-time CCU employees

Section 3.4 Student Management (D)- Please elaborate on all possible systems from where the data exchange is required. If there are third party systems, will they be open to make changes to their system in case it is required for seamless integration.

State’s Response: We cannot make changes to 3rd party systems as those data files are not custom delivered (ex. SAT score file or ACT score file).