(CRM) Software Solution.pdf

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Spokane Colleges

REQUEST FOR PROPOSALS (RFP)

Customer Relationship Management (CRM) Software Solution

RFP No.: 2025-RFP-E -5

RFP Issue Date

March 11, 2025

Proposal Due Date

April 13, 2025, at 4:00 PM PST

RFP Coordinator

Esther M – Buyer

SPOKANE COLLEGES Purchasing Department

CCS.Purchasing@ccs.spokane.edu mailto:CCS.Purchasing@ccs.spokane.edu

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TABLE OF CONTENTS

TABLE OF CONTENTS

1. Introduction

1.1 Purpose and Background

1.2 Objective and Scope of Work.................................................................................................. 3-6

1.3 Minimum Qualifications

1.4 Funding .................................................................................................................................... 6-7

1.5 Period of Performance

1.6 Definitions

1.7 ADA ......................................................................................................................................... 7-8

2. General Information for Consultants

2.1 RFP Coordinator

2.2 Estimated Schedule of Procurement Activities

2.3 Submission of Proposals

2.4 Proprietary Information/Public Disclosure

2.5 Revisions to the RFP

2.6 Minority & Women-Owned Business Participation

2.7 Acceptance Period ................................................................................................................. 9-10

2.8 Responsiveness

2.9 Most Favorable Terms

2.10 Contract and General Terms & Conditions

2.11 Costs to Propose

2.12 No Obligation to Contract

2.13 Rejection of Proposals

2.14 Commitment of Funds

2.15 Insurance Coverage .............................................................................................................10-12

3. Proposal Contents

3.1 Letter of Submittal

3.2 Technical Proposal ..............................................................................................................12-13

3.3 Management Proposal .........................................................................................................13-14

3.4 Cost Proposal

4. Evaluation and Contract Award

4.1 Evaluation Procedure

4.2 Clarification of Proposal

4.3 Oral Presentations may be Required

4.4 Notification to Proposers ......................................................................................................15-16

4.5 Complaint Process

4.6 Protest Procedure

5. RFP Exhibits ...............................................................................................................................17-33

Exhibit A Certifications and Assurances (Mandatory, required)

Exhibit B Example of Personal Service Contract Format including General Terms and

Conditions (GT&Cs)

Exhibit C D a t a and Security Privacy Agreement

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1.0 INTRODUCTION

1.1 Purpose and Background

The Washington State, Spokane Colleges, is initiating this Request for Proposals (RFP) to solicit proposals from firms interested in providing and implementing customer relationship management solution(s). The solution(s) will be a full lifecycle Customer Relationship Management (CRM) system, comprised of modules for both recruitment and retention activities. The solution(s) will need to be an enterprise solution allowing for up to 500 users and 750,000 contact records, with the capability to add more, if necessary. The solution(s) will gather information, define and measure progress in potential and current students’ inquiry, application, and enrollment processes and retention activities. The solution(s) will enable staff and faculty to access readily available meaningful student information, increase targeted communication between Spokane Colleges and students, and provide extensive reporting capabilities.

Our current CRM vendor is maintaining the Objectives and Scope of Work outlined in section 1.2 below. These elements are for both Recruitment and Retention. We expect a state contract to determine the ultimate Retention CRM elements.

Therefore, we require the vendor maintain our current elements of both Recruitment and Retention until a state contract is awarded, at which point we will likely be compelled to use the state selected vendor, just for Retention. Recruitment activities will continue to be maintained in the vendor selected for this RFP. In the interest of transparency, we have designated elements relating to Recruitment as being scored Pass/Fail, as each element is required to maintain our current

CRM deployment. This is also the reason we are asking for 1-year contracts with optional renewals, as we anticipate utilizing the state contract.

We anticipate utilizing the Retention elements, also outlined in section 1.2 below, until the state solicitation, contract, and implementation.

Spokane Colleges intends to award one contract to provide the services described in this RFP.

1.2 Objectives and Project Scope of Work

Spokane Colleges desires to select an outside vendor that can take over the current customer relationship management

(CRM) system and maintains the state that it is in, specifically these elements relating to Recruitment below:

1. The solution must remain an entirely cloud-based service and must be web-accessible.

2. The ability to access the CRM, and the administrative portion of the software, must be platform- agnostic, from any location with an internet connection, using any standards-based browser (such as Firefox, Chrome, or Internet

Explorer).

3. The solution must have a mobile-responsive platform and tools. Include mobile platform limitations. (Android OS-only, for example).

4. The solution must be able to import data from, and export to, various systems, including the Spokane Colleges existing student management systems (Peoplesoft, Microsoft Access, Excel). The data integration process should be platform agnostic, including importing and exporting to SQL Server, and should integrate with the CRM platform without requiring an additional contract. The solution must also be able to import data from various external systems including Microsoft Excel and Access.

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5. The solution must have a robust Application Protocol Interface (API) to allow for further integrations.

6. The solution must allow for multiple role-based security and functionality access and include any customized options and limitations.

7. The solution must be delivered with higher education-related components and have the ability to capture each prospective and current student’s personal information, appointments, forms, surveys, print mailings, demographics, application, documents, notes, emails, events, text messages, and other communications and store it in a universally searchable database (searchable by field level values).

8. The solution must have the ability to support multiple colleges and campus locations, as well as academic programs.

9. The solution must provide easily accessible student data and analytics on prospects, applicants, stop-outs, and current students, and provide custom configuration of student statuses through the flow of the system.

10. The solution must be able to provide pre-developed analytic reports, as well as customizable reporting in various formats, including dashboard views, with the ability to filter parameters.

11. The solution must have the capability to create integrated, automated email and SMS texting (both 1:1 and bulk/mass) communication campaigns. Spokane Colleges must be able to execute these based on any data field within the CRM solution, including Spokane Colleges integrated data and triggers. The solution must be able to provide email analytics regarding receipt, open, and click-through/interaction rates, and capture bounced email addresses with the option to exclude them from future campaigns.

12. The solution must enable print and letter campaigns, with the ability to create letters, invitations, postcards, and automatically queue these items for print based on preset rules.

13. The solution must accept scanned documents.

14. The solution must be able to integrate with existing and future Spokane Colleges email systems (Azure Active

Directory/Microsoft Exchange/Office 365) and be able to record emails sent from Spokane colleges staff in the prospective or current student’s record. It is preferred that the proposed solution provides a method to use external authentication with the Spokane Colleges network/user accounts via Azure or direct integration with the Microsoft

Active Directory.

15. The solution must be FERPA compliant, per https://studentprivacy.ed.gov/ferpa

16. The solution must be following the Revised 508 Standards for IT accessibility. VPAT certification is required. The solution must meet WCAG 2.0 AA Standards. Add-ons, modules, sub-components, and 3rd party must include a separate VPAT. Describe your accessibility testing methodology and provide a testing environment for Spokane

Colleges to test the solution as part of our evaluation process.

17. The solution must have sufficient e-discovery capability in accordance with industry standard. Explain how your recommendation complies with e-discovery requirements.

18. The solution must be available on a 24x7 schedule, including holidays, and must maintain a 99.9% uptime rating.

19. The solution must be able to manage events with the ability to create and track invitations, registrations, and schedules, including waitlist management. It must also allow RSVP capability from Spokane College’s websites, an application, or CRM form(s) to the database in real-time and track attendance in prospective or current students’ records. The solution must also be able to check in event attendees by QR code for efficiency.

https://studentprivacy.ed.gov/ferpa

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20. The solution must be able to perform telemarketing functionalities by generating lists to call, assigning calls, and store notes in individual records. It would be preferred that the system be able to store Spokane Colleges created scripts. The solution must also be able to assign follow-up activities with automation.

21. The solution must allow Spokane Colleges customizable online forms; examples include a request for information, submitting a requirement for admissions, as well as other applications and their associated requirements for students.

There must be the capability to design the forms with a conditional display of information/questions based on previous answers.

22. The solution must provide an option for address validation and verification.

23. The solution must allow Spokane Colleges to solicit online applications for individual college programs. There must be a portal for online applications to allow students to revisit and/or finish applications, as well as receive and reply to program decisions. This portal must be of a mobile-first, responsive design. There must be the capability to design the forms with a conditional display of information/questions based on previous answers.

24. Students and staff must be able to upload documents in various formats into the system and connect them with prospective or current student records (PDF, Word, PNG, Tiff, Text Files, and jpeg, for example).

25. The solution must be able to track recruitment activities, including high schools and community partnerships, and report on conversion rates from these organizations.

26. The solution must be able to show prospective and current student relationships with campus advisors, staff, and college programs. Additionally, it must have the ability to capture parent/guardian information, including name and contact information. The solution must have the ability to organize high school counselor information.

27. The solution must have the ability to detect and resolve duplicate data entries in the CRM. This includes the ability to mark records as non-duplicates, and the ability to re-direct potential duplicate records to work queues of appropriate departments. The solution must be able to include information in the duplicate detection via Spokane

College’s data integrations.

28. The solution must provide business continuity and disaster recovery capabilities.

29. The solution must subscribe to all federal, state, and local legal requirements and data security practices applicable to higher education institutions. The solution must also meet all PCI date security requirements for secure storage and environment.

30. The solution must have integrated text messaging capabilities compliant with TCPA regulations, and opt-in/opt-out management. Explain how text messaging works in your recommended solution (include SMS or MMS specific information).

31. The solution must be able to integrate with social networking sites, as well as a chatbot that includes live chat functionality.

32. The solution must be able to gauge student interest with an auto-scoring system.

33. The solution must be able to provide add-on services for training, consulting, and execution of Spokane Colleges scoped customizations using the system tools.

Largely related to the Retention elements of our solicitation, the following 9 additional functionalities are not required, but strongly preferred.

1. It is preferred that the solution be able to integrate with the Spokane Colleges learning management system tool to track student course work.

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2. It is preferred that the solution track touchpoints and monitor a student’s progress on achieving key academic milestones based on Spokane Colleges educational pathways. It is preferred that the solution automatically notify students and staff regarding these completion milestones.

3. It is preferred that the solution be able to identify “at-risk” students by having the capability to set established rules around class choice or performance and automatically notify the assigned staff to connect with these students.

4. It is preferred that the solution be able to automatically send early alert notifications to staff and students regarding their academic performance. The alert triggers should be able to be customized based on factors and thresholds

Spokane Colleges determines.

5. It is preferred that the solution be able to collect and save a student’s educational plan, including the necessary courses the student needs to complete. It is preferred that these plans be accessible to both the student and college employees.

6. It is preferred that the solution have modules that will provide each student with a proactive, personalized, step-by-step pathway for their degree.

7. It is preferred that the solution include a web-based schedule planner that allows students to search for classes, access real-time open classes, and view weekly time schedule options.

8. It is preferred that the solution meet WCAG 2.1 AA Standards. Add-ons, modules, sub-components, and 3rd party must include a separate VPAT.

9. It is preferred that the solution provide contract management as well as an online client community for collaboration, discussion, and sharing of best practices.

10. It is preferred that the solution host an annual conference to allow for collaboration, discussion, and sharing of best practices.

1.3 MINIMUM & PREFERED QUALIFICATIONS

Minimum qualifications include:

• Two (2) years of experience with Community Colleges as clients, demonstrating a substantial scope of work, i.e.

beyond a single tool implementation

• Licensed to do business in the State of Washington.

• A valid Certificate of Insurance

• Minimum General Liability Coverage of $1,000,000

• Minimum General Aggregate of $2,000,000

Preferred Qualifications include:

Experience with the Washington State Community and Technical College system.

1.4 Cost

Cost of the acquisition and implementation of this solution will be an important factor in determining award of this project due to limited public agency budgets available. Spokane Colleges may also request additional training and consulting as additional funding becomes available.

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It is preferred that the proposer can fulfill both the minimum and preferred requirements under the “Objectives and Scope of Work”. If a proposer can fulfill the minimum requirements and would require additional funds, Spokane Colleges encourages consultants to submit a proposal and asks that these costs be specified and included in the proposal.

Any contract awarded as a result of this procurement is contingent upon the availability of funding.

1.5 PERIOD OF PERFORMANCE

The period of performance of any contract resulting from this RFP is tentatively scheduled to begin on or about October

23, 2025, and to end on or about October 22, 2026. Amendments extending the period of performance, if any, shall be at the sole discretion of Spokane Colleges.

Spokane Colleges reserves the right to extend the contract for up to (5) one-year periods. Spokane Colleges also reserves the right to dissolve portions of the contract at the time of renewal.

1.6 DEFINITIONS

Definitions for the purposes of this RFP include:

Apparent Successful Contractor – The consultant selected as the entity to perform the anticipated services, subject to completion of contract negotiations, and execution of a written contract.

Consultant – Individual or company interested in the RFP, and that may or does submit a proposal to attain a contract with

SPOKANE COLLEGES.

Contractor – Individual or company whose proposal has been accepted by SPOKANE COLLEGES and is awarded a fully executed, written contract.

SPOKANE COLLEGES – means Community Colleges of Spokane, also known as Washington State Community College

District 17.

Proposal – A written formal offer submitted in response to this solicitation.

Proposer - Individual or company that submits a proposal to attain a contract with SPOKANE COLLEGES.

PST - means Pacific Standard Time.

Request for Proposals (RFP) – Formal procurement document in which a service or need is identified but no specific method to achieve it has been chosen. The purpose of an RFP is to permit the consultant community to suggest various approaches to meet the need at a given price.

1.7 ADA

SPOKANE COLLEGES complies with the Americans with Disabilities Act (ADA). Consultants may contact the RFP

Coordinator if other formats of this are needed for accessibility.

a. Personnel

a. The contractor shall be an equal opportunity employer and shall conform to all Affirmative Action and other applicable requirements; accordingly, the contractor shall neither discriminate nor permit discrimination in its operations or employment practices against any person or group of persons on the grounds of race, color, religion, national origin, age or sex in any manner prohibited by law.

b. All contractor employees shall, and at the contractor’s expense, have legal authorization to work in the United States.

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b. Use of College Facilities

a. The contractor and its employees or agents shall have the right to use only those facilities of SPOKANE COLLEGES that are necessary to perform services under this agreement and shall have no right of access to any other facilities of

SPOKANE COLLEGES.

b. SPOKANE COLLEGES shall have no responsibility for the loss, theft, disappearance of, or damage to, equipment, tools, materials, supplies and other personal property of the contractor or its employees, or subcontractors.

c. It is specifically understood and agreed that during the progress of this agreement, the contractor shall take extreme precautions against the possibility of fire on SPOKANE COLLEGES property and maintain adequate protection of the work, adjacent property and public, and shall be responsible for any damage or injury due to its act or neglect. Any other provision in this agreement notwithstanding, the contractor assumes entire responsibility and liability for any and all damage or injury of any kind of nature whatever (including death or personal injury resulting there from) to all persons, whether employees of the contractor, or otherwise, and to all property, caused by resulting from, or arising out of the contractor’s negligence or that of his agents or employees.

2. GENERAL INFORMATION FOR CONSULTANTS

2.1 RFP COORDINATOR

The RFP Coordinator is the sole point of contact for this procurement. All communication with SPOKANE COLLEGES regarding this RFP shall be directed, in writing through email to the RFP Coordinator named below.

Name Esther M.

Email Address CCS.Purchasing@ccs.spokane.edu

Any other communication will be considered unofficial and non-binding on SPOKANE COLLEGES. Contractors are to rely on written statements issued by the RFP Coordinator. Communication directed to parties other than the RFP

Coordinator may result in the disqualification of the Contractor.

2.2 ESTIMATED SCHEDULE OF PROCUREMENT ACTIVITIES

Issue Request for Proposals March 11, 2025

Deadline to submit questions March 25, 2025

Issue last addendum to RFP (if applicable) April 01, 2025

Proposals due April 13, 2025, at 4 pm PST

Evaluation of proposals April 14 – April 18, 2025

Conduct oral interviews with finalists and demonstrations of software, if required Week of April 21 – 25, 2025

Announce “Apparent Successful Contractor” and send notification email to unsuccessful proposers

Week of April 25, 2025

Hold debriefing conferences (if requested) TBD if needed

Negotiate contract May 19 - 26, 2025

File contract with OFM Week of May 27, 2025

Begin contract work Week of October 20, 2025 mailto:CCS.Purchasing@ccs.spokane.edu

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SPOKANE COLLEGES reserves the right to revise the above schedule.

2.3 SUBMISSION OF PROPOSALS

The proposal must be received by the RFP Coordinator no later than 4:00 pm PST on Monday, April 13, 2025.

Proposals must be submitted electronically as an attachment to an email to the RFP Coordinator at the email address listed in Section 2.1. Attachments to email shall be in Microsoft Word format or PDF. Zipped files cannot be received by

SPOKANE COLLEGES and cannot be used for submission of proposals. The cover submittal letter and the Certifications and Assurances form must have a scanned signature of the individual within the organization authorized to bind the

Consultant to the offer.

SPOKANE COLLEGES does not assume responsibility for problems with the Consultant’s email. If SPOKANE

COLLEGES’s email is not working, appropriate allowances will be made for bidders. Proposals may not be transmitted using facsimile transmission.

Consultants should allow sufficient time to ensure timely receipt of the proposal by the RFP Coordinator. Late proposals will not be accepted and will be automatically disqualified from further consideration unless SPOKANE COLLEGES’s email is found to be at fault. All proposals and accompanying documentation received will be the property of SPOKANE

COLLEGES and will not be returned.

2.4 PROPRIETARY INFORMATION/PUBLIC DISCLOSURE

Proposals submitted in response to this competitive procurement shall become the property of SPOKANE COLLEGES.

The proposals shall be subject to disclosure through Public Records Requests unless other statutory provisions apply which provide for exemptions to disclosure.

All requests for information should be directed to the SPOKANE COLLEGES Public Records Officer, 501 N. Riverpoint

Blvd, Suite 204, Spokane, WA 99217-6000

2.5 REVISIONS TO THE RFP

In the event it becomes necessary to revise any part of this RFP, addenda will be provided via email to all individuals, who have made the RFP Coordinator aware of their interest by providing RFP Coordinator with their name, address, email address, and telephone number in writing to the email address or mailing address specified in Section 2.1. Consultants are responsible for the method of delivery chosen.

Addenda will also be published on the Washington’s Electronic Business Solution (WEBS) website at https://fortress.wa.gov/ga/webs/ For this purpose, the published questions and answers, and any other pertinent information shall be provided as an addendum to the RFP and will be placed on the WEBS website. SPOKANE COLLEGES also reserves the right to cancel or to reissue the RFP in whole or in part, prior to execution of a contract.

2.6 MINORITY & WOMEN-OWNED BUSINESS PARTICIPATION

In accordance with Chapter 39.19 RCW, the state of Washington encourages participation in all of its contracts by firms certified by the Office of Minority and Women’s Business Enterprises (OMWBE). Participation may be either on a direct basis in response to this solicitation or on a subcontractor basis. However, no preference will be included in the evaluation of proposals, no minimum level of MWBE participation shall be required as a condition for receiving an award, and proposals will not be rejected or considered non-responsive on that basis. For information on certified firms, consultants may contact OMWBE at 360/753-9693 or http://www.omwbe.wa.gov.

2.7 ACCEPTANCE PERIOD

Proposals must provide 60 days for acceptance by SPOKANE COLLEGES from the due date for receipt of proposals.

https://fortress.wa.gov/ga/webs/

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2.8 RESPONSIVENESS

All proposals will be reviewed by the RFP Coordinator to determine compliance with administrative requirements and instructions specified in this RFP. The Consultant is specifically notified that failure to comply with any part of the RFP may result in rejection of the proposal as non-responsive.

SPOKANE COLLEGES also reserves the right at its sole discretion to waive minor administrative irregularities.

2.9 MOST FAVORABLE TERMS

SPOKANE COLLEGES reserves the right to make an award without further discussion of the proposal submitted.

Therefore, the proposal should be submitted initially on the most favorable terms which the Consultant can propose. There will be no best and final offer procedure. SPOKANE COLLEGES does reserve the right to contact a consultant for clarification of its proposal.

The Apparent Successful Contractor should be prepared to accept this RFP for incorporation into a contract resulting from this RFP. Contract negotiations may incorporate some or all the Consultant’s proposal. It is understood that the proposal will become a part of the official procurement file on this matter without obligation to SPOKANE COLLEGES.

2.10 CONTRACT AND GENERAL TERMS & CONDITIONS

The Apparent Successful Contractor will be expected to enter a contract which is substantially the same as the sample contract and its general terms and conditions attached as Exhibit B. In no event is a consultant to submit its own standard contract terms and conditions in response to this solicitation. The Consultant may submit exceptions as allowed in the

Certifications and Assurances form, Exhibit A to this solicitation. All exceptions to the contract terms and conditions must be submitted as an attachment to Exhibit A, Certifications and Assurances form. SPOKANE COLLEGES will review requested exceptions and accept or reject the same at its sole discretion.

2.11 COSTS TO PROPOSE

The State of Washington and SPOKANE COLLEGES will not be liable for any costs incurred by the Consultant in preparation of a proposal submitted in response to this RFP, in the conduct of a presentation, or any other activities related to responding to this RFP.

2.12 NO OBLIGATION TO CONTRACT

This RFP does not obligate the state of Washington or SPOKANE COLLEGES to contract for services specified herein.

2.13 REJECTION OF PROPOSALS

SPOKANE COLLEGES reserves the right at its sole discretion to reject any and all proposals received without penalty and not to issue a contract as a result of this RFP.

2.14 COMMITMENT OF FUNDS

The Chancellor or assigned delegate is the only individual who may legally commit SPOKANE COLLEGES to the expenditures of funds for a contract resulting from this RFP. No cost chargeable to the proposed contract may be incurred before receipt of a fully executed contract.

2.15 INSURANCE COVERAGE

The Contractor is to furnish SPOKANE COLLEGES with a certificate(s) of insurance executed by a duly authorized representative of each insurer, showing compliance with the insurance requirements set forth below.

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The Contractor shall, at its own expense, obtain and keep in force insurance coverage, which shall be maintained in full force and effect during the term of the contract. The Contractor shall furnish evidence in the form of a Certificate of

Insurance that insurance shall be provided, and a copy shall be forwarded to SPOKANE COLLEGES within fifteen (15) days of the contract effective date.

Liability Insurance

1) Commercial General Liability Insurance: The contractor shall maintain commercial general liability (CGL) insurance and, if necessary, commercial umbrella insurance, with a limit of not less than

$1,000,000 per each occurrence. If CGL insurance contains aggregate limits, the General Aggregate limit shall be at least twice the “each occurrence” limit. CGL insurance shall have products-completed operations aggregate limit of at least two times the “each occurrence” limit. CGL insurance shall be written on ISO occurrence form CG 00 01 (or a substitute form providing equivalent coverage). All insurance shall cover the liability assumed under an insured contract (including the tort liability of another assumed in a business contract) and contain separation of insureds (cross liability) condition.

Additionally, the Contractor is responsible for ensuring that any subcontractors provide adequate insurance coverage for the activities arising out of subcontracts.

2) Business Auto Policy: As applicable, the Contractor shall maintain business auto liability and, if necessary, commercial umbrella liability insurance with a limit not less than $1,000,000 per accident. Such insurance shall cover liability arising out of “Any Auto.” Business auto coverage shall be written on ISO form CA 00 01, 1990 or later edition, or substitute liability form providing equivalent coverage.

Employers Liability (“Stop Gap”) Insurance

In addition, the Contractor shall buy employers liability insurance and, if necessary, commercial umbrella liability insurance with limits not less than $1,000,000 each accident for bodily injury by accident or $1,000,000 each employee for bodily injury by disease.

Additional Provisions

Above insurance policy shall include the following provisions:

1. Additional Insured. The state of Washington and SPOKANE COLLEGES, their elected and appointed officials, agents, and employees shall be named as an additional insured on all general liability, excess, umbrella, and property insurance policies. All insurance provided in compliance with this contract shall be primary as to any other insurance or self-insurance programs afforded to or maintained by the state.

2. Cancellation. SPOKANE COLLEGES shall be provided written notice before cancellation or non-renewal of any insurance referred to therein, in accord with the following specifications. Insurers subject to 48.18 RCW (Admitted and

Regulation by the Insurance Commissioner): The insurer shall give the state 45 days advance notice of cancellation or non-renewal. If cancellation is due to non-payment of premium, the state shall be given 10 days advance notice of cancellation.

Insurers subject to 48.15 RCW (Surplus lines): The state shall be given 20 days advance notice of cancellation. If cancellation is due to non-payment of premium, the state shall be given 10 days advance notice of cancellation.

3. Identification. Policy must reference SPOKANE COLLEGES’s contract number and name.

4. Insurance Carrier Rating. All insurance and bonds should be issued by companies admitted doing business within the state of Washington and have a rating of A-, Class VII or better in the most recently published edition of Best’s Reports.

Any exception shall be reviewed and approved by SPOKANE COLLEGES’s Risk Manager or the Risk Manager for the state of Washington, before the contract is accepted or work may begin. If an insurer is not admitted, all insurance policies and procedures for issuing the insurance policies must comply with Chapter 48.15 RCW and Chapter 284-15 WAC.

5. Excess Coverage. By requiring insurance herein, the state of Washington and SPOKANE COLLEGES does not represent that coverage, and limits will be adequate to protect Contractor, and such coverage and limits shall not limit Contractor’s liability under the indemnities and reimbursements granted to the state in this contract.

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Workers’ Compensation Coverage

The Contractor will always comply with all applicable workers’ compensation, occupational disease, and occupational health and safety laws, statutes, and regulations to the full extent applicable. The state of Washington and SPOKANE

COLLEGES will not be held responsive in any way for claims filed by the Contractor or their employees for services performed under the terms of this contract.

3. PROPOSAL CONTENTS

ELECTRONIC PROPOSALS:

Proposals must be written in English and submitted electronically to the RFP Coordinator in the order noted below:

1. Letter of Submittal, including signed Certifications and Assurances (Exhibit A to this RFP).

2. Technical Proposal. Exhibit D)

3. Management Proposal; and,

4. Cost Proposal. (Exhibit C)

Proposals must provide information in the same order as presented in this document with the same headings. This will not only be helpful to the evaluators of the proposal but should assist the Consultant in preparing a thorough response.

Items marked “mandatory” must be included as part of the proposal for the proposal to be considered responsive; however, these items are not scored. Items marked “scored” are those that are awarded points as part of the evaluation conducted by the evaluation team.

3.1 LETTER OF SUBMITTAL (MANDATORY) (Vendor Submitted Prose)

The Letter of Submittal and the attached Certifications and Assurances form (Exhibit A to this RFP) must be signed and dated by a person authorized to legally bind the Consultant to a contractual relationship, e.g., the President or Executive

Director if a corporation, the managing partner if a partnership, or the proprietor if a sole proprietorship. Along with introductory remarks, the Letter of Submittal is to include by attachment the following information about the Consultant and any proposed subcontractors:

a. Name, address, principal place of business, telephone number, and fax number/email address of legal entity or individual with whom contract would be written.

b. Name, address, and telephone number of each principal officer (President, Vice President, Treasurer, Chairperson of the Board of Directors, etc.)

c. Legal status of the Consultant (sole proprietorship, partnership, corporation, etc.) and the year the entity was organized to do business as the entity now substantially exists.

d. Federal Employer Tax Identification number or Social Security number and the Washington Uniform Business

Identification (UBI) number issued by the state of Washington Department of Revenue. If the Consultant does not have a UBI number, the Consultant must state that it will become licensed in Washington within thirty (30) calendar days of being selected as the Apparently Successful Contractor.

e. Location of the facility from which the Consultant would operate.

f. Identify any state employees or former state employees employed or on the firm’s governing board as of the date of the proposal. Include their position and responsibilities within the Consultant’s organization. If following a review of this information, it is determined by SPOKANE COLLEGES that a conflict of interest exists, the

Consultant may be disqualified from further consideration for the award of a contract.

3.2 TECHNICAL PROPOSAL (SCORED) (Vendor Submits Exhibit)

Please fill out the attached exhibit for the technical proposal. The evaluators will score this section off of the exhibit provided by the vendor. The Technical Proposal must contain a comprehensive description of services including the following elements listed in section 1.2 statement of work:

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29 required retention elements will be scored as pass fail

9 Recruitment elements scored via points

3.3 MANAGEMENT PROPOSAL (SCORED) (Vendor Submitted Prose)

A. Project Management

1. Project Team Structure/Internal Controls - Provide a description of the proposed project team structure and internal controls to be used during the course of the project, including any subcontractors. Provide an organizational chart of your firm indicating lines of authority for personnel involved in the performance of this potential contract and relationships of this staff to other programs or functions of the firm. This chart must also show lines of authority to the next senior level of management. Include who within the firm will have prime responsibility and final authority for the work.

2. Staff Qualifications/Experience - Identify staff, including subcontractors, who will be assigned to the potential contract, indicating the responsibilities and qualifications of such personnel, and include the amount of time each will be assigned to the project.

B. Experience of the Consultant

1. Indicate the experience the Consultant and any subcontractors have in the following areas associated with

a. Washington State Community and Technical College System

b. College and/or University positions held

c. Experience in with implementing, training, and the scope of work described in 1.2

2. Indicate other relevant experience that indicates the qualifications of the Consultant, and any subcontractors, for the performance of the potential contract.

C. Related Information

1. If the Consultant or any subcontractor contracted with the state of Washington during the past 24 months, indicate the name of the agency, the contract number and project description and/or other information available to identify the contract.

2. If the Consultant’s staff or subcontractor’s staff was an employee of the state of Washington during the past 24 months or is currently a Washington State employee, identify the individual by name, the agency previously or currently employed by job title or position held and separation date.

3. If the Consultant has had a contract terminated for default in the last five years, describe such incident. Termination for default is defined as notice to stop performance due to the Consultant’s non-performance or poor performance and the issue of performance was either (a) not litigated due to inaction on the part of the Proposer, or (b) litigated and such litigation determined that the Proposer was in default.

4. Submit full details of the terms for default including the other party's name, address, and phone number. Present the

Consultant’s position on the matter. SPOKANE COLLEGES will evaluate the facts and may, at its sole discretion, reject the proposal on the grounds of the past experience. If no such termination for default has been experienced by the Consultant in the past five years, so indicate.

D. References

List names, addresses, telephone numbers, and fax numbers/email addresses of three (3) business references for the

Consultant and three (3) business references for the lead staff person for whom work has been accomplished and briefly describe the type of service provided. Do not include current SPOKANE COLLEGES staff as references. Please submit at least one Washington State reference if applicable.

By submitting a proposal in response to this RFP, the vendor and its team members grant permission to SPOKANE

COLLEGES to contact these references and others, who from SPOKANE COLLEGES’s perspective, may have pertinent

03/11/2025 RFP NO. 2025_RFP_E5 Page 14 of 35 information. SPOKANE COLLEGES may or may not, at SPOKANE COLLEGES’s discretion, contact references.

SPOKANE COLLEGES may evaluate references at SPOKANE COLLEGES’s discretion.

E. OMWBE Certification (OPTIONAL AND NOT SCORED)

Include proof of certification issued by the Washington State Office of Minority and Women's Business Enterprises

(OMWBE) if certified minority-owned firm and/or women-owned firm(s) will be participating on this project. For information: http://www.omwbe.wa.gov.

3.4 COST PROPOSAL (SCORED) (Vendor Submits Exhibit)

SPOKANE COLLEGES As a public agency, funds for this project are limited. Cost will be a factor in evaluation of proposals.

It is preferred that the proposer can fulfill both the minimum and preferred requirements under the “Objectives and Scope of Work”. If a proposer can fulfill the minimum requirements and would require additional funds, SPOKANE COLLEGES encourages consultants to submit a proposal and asks that these costs be specified and included in the proposal.

The evaluation process is designed to award this procurement not necessarily to the Contractor of least cost, but rather to the Contractor whose proposal best meets the requirements of this RFP. However, cost is a significant factor, and contractors are encouraged to submit proposals that are consistent with state government efforts to conserve state resources.

Identification of Costs (SCORED)

1. Identify all costs in U.S. dollars including expenses to be charged for performing the services necessary to accomplish the objectives of the contract. The Contractor is to submit the cost proposal worksheet exhibit

2. Contractors are required to collect and pay Washington State sales and use taxes, as applicable.

4. EVALUATION AND CONTRACT AWARD

4.1 EVALUATION PROCEDURE

Responsive proposals will be evaluated strictly in accordance with the requirements stated in this solicitation and any addenda issued. The evaluation of proposals shall be accomplished by an evaluation team(s) to be designated by SPOKANE

COLLEGES, which will determine the ranking of the proposals.

Technical Proposal – 50% TBD points

Project Approach/Methodology 5 points (maximum)

Quality of Work Plan 10 points (maximum)

Project Schedule 10 points (maximum)

Project Deliverables 25 points (maximum) TBD points

Management Proposal – 30%

Project Team Structure and

Internal Controls 5 points (maximum)

Staff Qualifications/Experience 10 points (maximum)

Experience of the Consultant 15 points (maximum) TBD points

Cost Proposal – 20% TBD points

TOTAL TBD POINTS

SPOKANE COLLEGES, at its sole discretion, may elect to select the top-scoring firms as finalists for an oral presentation.

4.2 CLARIFICATION OF PROPOSAL

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The RFP Coordinator may contact the Consultant for clarification of any portion of the Consultant’s proposal.

SPOKANE COLLEGES reserves the right to award the contract to the Consultant whose proposal is deemed to be in the best interest of SPOKANE COLLEGES and the state of Washington.

4.3 ORAL PRESENTATIONS MAY BE REQUIRED

SPOKANE COLLEGES may after evaluating the written proposals elect to schedule oral presentations of the finalists.

Should oral presentations become necessary, SPOKANE COLLEGES will contact the top-scoring firm(s) from the written evaluation to schedule a date, time and location. Commitments made by the Consultant at the oral interview, if any, will be considered binding.

The scores from the written evaluation and the oral presentation combined together will determine the apparent successful contractor.

Flowcharts, Matrix, and additional documentation will be available upon request of an oral presentation. SPOKANE

COLLEGES may request a recording of the oral presentation.

4.4 NOTIFICATION TO PROPOSERS

Participants will be notified via the WEBS (Washington Electronic Business Solution) platform. https://pr-webs-vendor.des.wa.gov/

4.5 COMPLAINT PROCESS

Pursuant to RCW 39.26.170, the complaint process allows proposers to focus on the solicitation requirements and evaluation process and raise issues with these processes early enough in the process to allow SPOKANE COLLEGES to correct a problem before proposals are submitted and time expended on evaluations.

Complaints may be made only by vendors who intend to submit a response to the solicitation. Complaints filed on the day solicitation responses are due shall be reviewed and considered if time permits. Complaints that do not follow these procedures shall not be considered.

The complaint process will meet the following minimum requirements:

1. Proposers will be given an opportunity to submit a complaint to SPOKANE COLLEGES based on any of the following:

a) The solicitation unnecessarily restricts competition.

b) The solicitation evaluation or scoring process is unfair or flawed; or

c) The solicitation requirements are inadequate or insufficient to prepare a response.

2. Proposers will be allowed to submit complaints up to 5 business days prior to the bid response deadline. Complaints must meet the following requirements:

a) Must be in writing.

b) Must be sent to the RFP Coordinator, or designee.

c) Should clearly articulate the basis for the complaint.

d) Should include a proposed remedy.

3.The RFP Coordinator or designee will respond to complaints in writing. The RFP Coordinator will consider all available facts and provide a response to the proposer. The response will include the decision, how the review was conducted and the basis upon which a decision was made.

4. The response to complaints including any changes to the solicitation will be posted as an amendment on WEBS.

5. The Purchasing and Contracts Manager will be notified of all complaints and provided a copy of the response.

6. The complaint may not be raised again during the protest period.

https://pr-webs-vendor.des.wa.gov/ https://pr-webs-vendor.des.wa.gov/

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7. The complaint process does not include an appeal process. This complaint procedure constitutes the sole administrative remedy available to vendors under this solicitation.

4.6 PROTEST PROCEDURE

Pursuant of RCW 39.26.170, the protest process occurs after the proposals are submitted and evaluated. This allows proposers to focus on the evaluation process to ensure its integrity and fairness. Protests can raise issues related to the evaluation process as set out in the solicitation or how the process was executed. This allows for evaluation process errors and problems to be corrected before a contract is executed. Protests that do not follow these procedures shall not be considered.

The protest process will meet the following requirements:

1. After the announcement of the apparent successful contractor, proposers will be offered a debriefing upon written request.

2. Proposers will be given 3 business days after the apparent successful contractor is announced to request a debriefing.

3. Proposers are required to participate in a debriefing as a prerequisite for submitting a protest.

4. Proposers will be given 5 business days after their debriefing to file a written protest.

5. The protest process will allow proposers an opportunity to submit a protest based only on the following:

a) A matter of bias, discrimination, or conflict of interest on the part of an evaluator.

b) Errors in computing the scores; or

c) Non-compliance with procedures described in the solicitation document or SPOKANE COLLEGES protest process.

6. Protests are to be submitted to the SPOKANE COLLEGES Purchasing and Contracts Manager and the RFP

Coordinator.

7. A written response within 10 business days from receipt of the protest, unless additional time is needed. The protesting proposer shall be notified if additional time is needed.

8. The final determination of the protest shall:

a) Find the protest lacking in merit and uphold SPOKANE COLLEGES’s action; or

b) Find only technical or harmless errors in SPOKANE COLLEGES’S acquisition process and determine SPOKANE

COLLEGES to be in substantial compliance and reject the protest; or

c) Find merit in the protest and provide SPOKANE COLLEGES options which may include:

I. Correct the errors and re-evaluate all proposals, and/or

II. Reissue the solicitation document and begin a new process, or

III. Make other findings and determine other courses of action as appropriate.

9. The protest decision is final. If a protesting proposer does not accept the protest response, the proposer may try to seek relief from superior court. If CSS determines that the protest is without merit, SPOKANE COLLEGES will enter into a contract with the apparent successful contractor. If the protest is determined to have merit, one of the alternatives noted in the preceding paragraph will be taken.

GENERAL TERMS AND CONDITIONS

https://Spokane Colleges.spokane.edu/getattachment/About-Us/Departments/Purchasing/Vendor-Resources/SPOKANE

COLLEGES-General-Terms-and-Conditions.pdf?lang=en-US https://ccs.spokane.edu/getattachment/About-Us/Departments/Purchasing/Vendor-Resources/CCS-General-Terms-and-Conditions.pdf?lang=en-US https://ccs.spokane.edu/getattachment/About-Us/Departments/Purchasing/Vendor-Resources/CCS-General-Terms-and-Conditions.pdf?lang=en-US

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5. RFP EXHIBITS

Exhibit A Certifications and Assurances (Mandatory, required)

Exhibit B Data and Security Privacy Agreement

Exhibit C Cost Proposal

Exhibit D Technical Proposal

Exhibit E WIPHE Cooperative (Optional). This is an optional addendum that allows other Washington public institutions to piggyback off the ultimate executed contract of this RFP. This does not have to be signed and returned with bid submission.

TERMS AND CONDITIONS SPECIFIC TO

WASHINGTON INSTITUTIONS OF PUBLIC HIGHER EDUCATION (WIPHE) COOPERATIVE PURCHASING

1. Definitions:

WIPHE: Washington Institutions of Public Higher Education who are signatories to the Inter-local Agreement for Cooperative

Purchasing.

Lead Institution: The WIPHE member that has volunteered to conduct the solicitation/negotiation process on behalf of the WIPHE members.

Committed Participants: Those WIPHE members who respond affirmatively to the Lead Institution's request for participation, and whose estimated purchase volume will be included in the solicitation/negotiation documents.

Potential Participants: All other WIPHE member institutions who are not Committed Participants. Potential Participants may choose to use any contract awarded, provided the contractor will accept…