CRM_RFP_Pre-Proposal_Meeting_Q&A.pdf
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- Attached to
- Waste reduction reporting, administrative citation management, and database software and support services
- Solicitation number
- 2026-RFP-00114
- Issued by
- San Mateo County, California
About this file
This is a Questions & Answers document from San Mateo County's Sustainability Department regarding a Customer Relationship Management (CRM) system Request for Proposals. The County seeks a comprehensive CRM solution to support waste reduction reporting, administrative citation management, and database services for coordination across multiple outreach programs, stakeholder management, and compliance tracking with state regulations including SB 1383, AB 1826, and AB 341. The CRM will serve approximately 30 to 50 users across County staff (approximately 40 personnel), 20 incorporated cities, and outreach consultants. The County's current CRM agreement expires in April 2026, with Board of Supervisors approval anticipated in March 2026 and contract implementation expected shortly thereafter. While the County recognizes that immediate implementation upon contract execution may not be feasible, it is prepared to export existing data and manage it in-house until the new CRM becomes operational. A pre-proposal meeting was held on December 11, 2026, with questions due by December 19, 2025, and proposals due by December 30, 2025, at 5:00 PM. The anticipated contract award date is March 24, 2026, with a three-year base term and an optional two-year extension.
The County has not established a "not to exceed" budget cap for proposals. Mobile access to the CRM is not a mandatory requirement but is encouraged as an optional feature for field staff and outreach consultants conducting on-site inspections and administrative citation work. The County possesses access to waste hauler data from Republic Services, Green Waste, Kuntz Valley Trash, and Recology of the Coast operating under non-exclusive franchise agreements, and may include data from RethinkWaste and the South Bay Waste Management Authority for reporting purposes. The RFP evaluation criteria allocate 29 points for project approach, 24 points for firm qualifications, 19 points for team qualifications, and 28 points for pricing, with additional local preference points available for businesses, non-profits, and certified small or micro businesses headquartered in San Mateo County. Contractors must carry $1,000,000 in general liability, motor vehicle liability, and professional liability insurance, with the County named as an additional insured, and must comply with HIPAA, Section 504 of the Rehabilitation Act, the Americans with Disabilities Act, and San Mateo County's Living Wage Ordinance.
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San Mateo County Sustainability Department CRM RFP Pre-Proposal Meeting
Questions & Answers
December 11, 2026
1. Question: What is the County’s ideal timeline? Is the County under a deadline?
a. Answer: The County’s contract with the current Customer Relationship
Management (CRM) provider ends April 2026. The County anticipates that the agreement resulting from this RFP will be approved by the Board of Supervisors March 2026. Ideally, the County would like a tool ready for use by the time the current agreement ends. However, industry feedback has made it clear that this is not a realistic expectation. Therefore, the County is prepared to export existing data and manage it in-house until a new CRM is ready to use.
2. Question: Who will need access to this Customer Relationship Management (CRM) and how many accounts are needed?
a. Answer: County, city partner, and outreach consultant staff will need access to this CRM. However, it is difficult to provide the specific number of accounts. The Sustainability Department has about 40 staff and there are 20 incorporated cities and a handful of outreach consultants that will need access. A reasonable estimate ranges between 30 to 50 people.
3. Question: Can the County reformat the Fee Proposal so that there are separate line items for each Sustainability Department program needing access to the CRM?
Additionally, can the County include a brief description of the population it serves?
a. Answer: Yes, the County will revise the fee schedule template accordingly and a new fee schedule template will be uploaded.
4. Question: Can the requirement that the Customer Relationship Management must interact with the County’s billing system via API be explained in more detail?
a. Answer: The County, actually, may not need to integrate this CRM with the County’s billing software. The Sustainability Department processes payments independently from the County’s billing system and the Sustainability Department will use that system to process administrative citation payments.
5. Question: Has the County set a “not to exceed” amount for the proposal budgets?
a. Answer: No
6. Question: Is mobile access to Customer Relationship Management (CRM) necessary? How does the County envision application of mobile access?
a. Answer: Mobile access is not a requirement, but the County would like to see proposals that include it as an featured option. The County’s thought was that mobile access would be of help to outreach consultants who need to access information or take notes while in the field. Additionally, as was brought up by the questioner, using mobile apps for lid flipping inspections, and other on-site inspections would be a useful application of mobile access.
7. Question: Does the County have access to waste hauler data on service levels, number of on-site containers, frequency of pick-up, etc., from waste hauler?
a. Answer: Yes.
8. Question: What haulers would the County be gathering data from?
a. Answer: All the haulers that operate in the County’s non-exclusive franchise agreement area: Republic Services, Green Waste, Kuntz Valley Trash, and Recology of the Coast. The County’s Joint Powers Authority, RethinkWaste, manages the contract with Recology who provides services to the County’s South Bay Waste Management Authority areas (majority of the County) and the County may want to include their data in this Customer Relationship Management (CRM) for reporting purposes.
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