CRM_RFP_Pre-Proposal_Meeting_Q&A.pdf
PDF 60 KB Posted
- 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 Pre-Proposal Meeting Questions & Answers document for San Mateo County's Sustainability Department 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 coordinating multiple outreach programs across the Sustainability Department, 20 incorporated cities, and outreach consultants. The system must accommodate approximately 30 to 50 user accounts and integrate waste hauler data from Republic Services, Green Waste, Kuntz Valley Trash, and Recology of the Coast. A non-mandatory pre-proposal meeting was held on December 10, 2025, with questions due by December 19, 2025, and proposals due by December 30, 2025, at 5:00 PM. The County's current CRM contract ends in April 2026, with Board of Supervisors approval anticipated in March 2026 and contract award scheduled for March 24, 2026. The resulting contract will have a three-year base term with an optional two-year extension.
The County has not established a "not to exceed" budget amount for proposals. Mobile access to the CRM is not required but is preferred as an optional feature for field staff and outreach consultants conducting on-site inspections. While the RFP originally required API integration with the County's billing system, clarification indicates this integration may not be necessary, as the Sustainability Department processes payments independently. The County requires proposers to demonstrate at least four years of CRM service experience and a proven track record of developing three CRM tools for municipalities serving populations of 750,000 or more, with at least one California reference. Evaluation criteria include project approach (29 points), firm qualifications (24 points), team qualifications (19 points), and pricing (28 points), with additional local preference points available for San Mateo County-based businesses, nonprofits, and certified small or micro businesses. Insurance requirements include $1,000,000 minimum coverage for general liability, motor vehicle liability, and professional liability, with the County named as additional insured.
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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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