BIP3203 - Attachment E - Customer Reference Questionnaire - CMMS Modernization RFP.docx

STATE OF ILLINOIS

Attachment E – Customer Reference Questionnaire CMMS Modernization RFP BidBuy Bid # 27-494DOT-FINAD-B-53247

OFFEROR’S NAME:

OFFEROR’S ADDRESS:

The Offeror specified above intends to submit a proposal to the Illinois Department of Transportation (IDOT) in response to the above referenced RFP. A scored component of this proposal is an evaluation of the Offeror’s proposed solution and services by current and/or past customers. As a customer representative whom was present and involved during the time when Offeror provided a solution and performed services, you have been asked to complete a Customer Reference Questionnaire using this form.

Please note: Customer Reference Questionnaires (CRQ) must be submitted in accordance with these instructions. Any CRQ received after the time and date Offeror proposal submission are due will not be accepted and the Offeror’s proposal will be awarded zero points for that reference.

To obtain and coordinate the submission of completed Customer Reference Questionnaires, Offerors are required to follow this process:

1) Send a copy of this Attachment E – Customer Reference Questionnaire to each customer chosen to provide a reference.

2) Instruct the customer representative who will provide a reference for the Offeror to:

a) Complete the Customer Reference Questionnaire,

b) Sign and date the completed Questionnaire, and

c) Return the completed Customer Reference Questionnaire by mail directly to:

Sarah Beeman – email directly to Sarah.Beeman@illinois.gov, please include the bid number noted above in the subject line.

Completion of the Customer Reference Questionnaire must comply with the instructions in Section D.4. and this Attachment E of the RFP. The Offeror should also note the following:

1) IDOT will not accept Customer Reference Questionnaires submitted by any means other than that which is described above.

2) Each Questionnaire submitted must be completed as required.

3) IDOT will not review more than the three (3) Customer Reference Questionnaires requested, and

4) References may be contacted by IDOT to verify customer responses, and/or to verify Offeror’s ability to provide a solution or perform services.

– END OF INSTRUCTIONS –

Customer Reference Questionnaire Please provide the following information about the customer representative completing this Customer Reference Questionnaire as applicable during the time Offeror provided a solution and performed services for Customer.

Customer Information

Organization Name:

Organization Address:

Name of Representative Providing the Reference:

Title of Customer Representative:

Phone Number of Customer Representative:

Email address of Customer Representative:

Customer Reference Representative Signature, Printed Name, and Date:

Signature Printed Name Date

Please respond to the following questions specifically related to the Customer, the Offeror, and/or the Offeror’s software solution

(1) What kind of construction and materials management software solution did your organization utilize from the Offeror? Was the offer’s solution “stand-alone” or “all inclusive” or was it used in conjunction with other 3rd party or internal systems to accomplish your organization’s needs?

(2) How long did it take to complete the implementation of the Offeror’s software solution (Project kick-off to production use)?

(3) When did you utilize the software solution the Offeror provided in a production environment (for example, March 2015 – current)?

(4) What is your primary line of business?

(5) What was your specific role when your organization implemented Offeror’s software solution?

(6) Do you receive anything from Offeror for being a customer reference?

(7) What other systems did you consider when making the decision to implement the Offeror’s software solution?

(8) What was your biggest lesson learned during and after your implementation of Offeror’s software solution?

(9) Is there anything else you would like to share about your experience with the Offeror, their software solution, or implementation process?

Based on your organization’s experience with Offeror’s performance, services, and solution for a construction and materials management system, please rate each of these eleven (11) questions using a scale of one (1) to five (5) as defined below for each question.

(1) How satisfied are you with the Offeror’s system currently implemented at your organization?

(2) How well does the Offeror’s system meets the needs of your business?

(3) How easy is it to set up specific user-defined fields, business rules, and/or or other configurations necessary in the application to support the needs of your business?

(6) How skilled and experienced were the Offeror’s project team members in delivering the solution and services?

(7) How would you rate the Offeror’s ability to implement the solution per the contract terms?

(8) How satisfied were you with Offeror’s training services in preparing your organization for implementation?

(9) How satisfied are you with the Offeror’s customer support, technical support, and service levels – during and after implementation?

(10) How confident are you with the Offeror’s roadmap to continue to innovate, develop, and provide regular updates to its software solution?

(11) How would you rate your overall experience with the Offeror?