ESBD_376245_1726761621253_RFI 358-24-00001 CRM Answers to Questions Received.pdf

RFI 358-24-00001 Customer Relationship Management System

Questions and Answers

1. Can you please provide details about number of users?

10-20 users, with 3 admins.

2. What is expected implementation timeline?

Setup, customization, and training: 3 months Fully deployed: February.

TSC has a strong preference for an off-the-shelf solution whose core CRM functionality is quickly deployable. The vendor should specify what it considers to be “core CRM functionality.”

Because TSC is not currently maintaining a large data set or existing applications, we expect set-up, customization, and training to last around 3 months. Full activation would be ideal by February, before the start of the legislative session.

3. According to our research, I understand that if we respond to a DIR RFO/RFP, we can then go through an evaluation and negotiation phase. Can you confirm our understanding?

a. “There are only two ways to become a DIR vendor: 1) interested vendors must submit a response to one of DIR's posted Request For Offers and go through the evaluation and negotiation phases. 2) Or, interested vendors may consider becoming a reseller/subcontractor on an existing prime contract holder's DIR contract.”

Process to become a DIR vendor is beyond the scope of this RFI.

b. Does this suggest that we cannot pursue DIR Contract Compliance until awarded a

DIR RFO/RFP?

Process to become a DIR vendor is beyond the scope of this RFI.

4. Upon review of your Level 2 TX-RAMP Certified products, a number of Salesforce products are included. Has TSC implemented any Salesforce license solutions to date?

No, but TSC team members have experience using Salesforce products.

5. Do you currently have any Marketing or Social Media software application or 3rd- Party Services performing these functions?

No, but TSC staff are currently exploring options.

6. What software applications are currently in use by TSC resources – e.g., Outlook/Word/Excel, Gmail/Google Docs, etc.?

TSC currently utilizes Microsoft 365 but encourages vendors to detail software applications with which it integrates, and how that can benefit an agency with a strong focus on communication and engagement. TSC has a strong preference for an off-the-shelf solution whose core CRM functionality is quickly deployable. The vendor should specify what it considers to be “core CRM functionality.”

7. Anticipated Users

a. TSC Internal Staff?

b. External Users – e.g., other State Agencies?

TSC staff will be the primary internal users of the CRM; some staff of the Office of the Governor, to which TSC is administratively attached, will have access to internal CRM resources.

External users include the public whose communications must be tracked, categorized, and answered; stakeholder groups and subgroups; and other state and federal agencies.

The vendor is encouraged to detail how its solution allows for robust engagement with external groups of all varieties.

8. How much data migration should we anticipate to import into the new CRM System?

a. Leads?

c. Accounts?

b. Contacts?

c. Applications?

d. Grants (Contracts)?

e. Documents?

f. Other?

Expect limited to low volumes of data-migration in the low thousand records.

9. Will you require any ‘on-site’ presence by the Project Team during any of the project phases, or can we operate Remotely?

a. Discovery In-person

b. Design Remote

c. Build Remote

d. User Acceptance Testing (UAT) Remote

e. Training In-person at first, then remote

10. Will you allow ‘off-shore’ resources to participate in the Project (along with US based Team Leads) – i.e., a ‘Blended’ Team?

The TSC’s requirements in this area is in line with TX-RAMP. To the extent necessary, TSC will allow near shoring, with blended teams working partly remote in North America (Canada and Mexico).

11. Can you describe the internal DIR resources that you expect to participate in the project?

No DIR resources will be used for the project. All staff will be employees of the TSC or Office of the Governor.

a. Project Manager? TSC Director of Communications and designee.

b. Web Develop?

TSC Director of Communications or designee.

c. Marketing Lead?

TSC Director of Communications or designee.

12. Do you have any budgeting information you can provide at this time?

One of the functions of the RFI is to establish a potential budgetary figure based on the responses from vendors and their product offering as it meets our needs. The vendor is encouraged to provide its most cost-effective solution to meet the needs of a small state agency with a strong focus on communication and engagement. The TSC has a strong preference for an off-the-shelf solution whose core CRM functionality is quickly deployable. The vendor should specify what it considers to be “core CRM functionality.”

13. Will you allow us to propose a ‘Fixed Fee’ for Discovery along with our initial highlevel estimates that can be adjusted, as needed, following the detailed Discovery process?

The function of the RFI is highlight your capabilities based on the information we have provided. Please include any fee structure or proposal in your initial response for consideration.

14. Be customizable;

a. What types of customizations does TSC anticipate needing within the CRM system

The function of the RFI is for vendors to highlight capabilities based on the needs described in the RFI. Vendors should include customization options it determines are pertinent and cost-effective for a small agency with a strong focus on communication and engagement. Please include customization options in your initial response for consideration.

b. What customizations should be achievable through configuration settings, lowcode solutions, or through full development?

The function of the RFI is highlight capabilities based on the needs described in the RFI.

Vendors should include customization methods it determines are pertinent and cost effective for a small agency with a strong focus on communication and engagement.

Please include customization options in your initial response for consideration.

15. Handle a variety of physical, digital, and verbal correspondence, such as physical mail, social media, emails, phone calls, text messages, and webmail;

a. What is specifically meant by “handle” when it comes to physical mail, social media, emails, phone calls, text message, and webmail? What functionality is expected for each type of correspondence?

At a minimum, and with a strong preference to automation, all communications, regardless of source, should be tracked with correspondent name, organization (if any), contact information, date of transmission, location (if possible), and other fields vendor considers pertinent for an effective communication strategy. The communications should be categorizable, geolocatable, and filterable. The vendor is encouraged to detail how its solution can usefully process communications.

b. What level of integration is expected with social media, and which platforms are required for the CRM system?

The vendor is encouraged to specify how its solution integrates with and supports various social media platforms.

c. Is any level of automation required for handling these types of correspondence, such as automatically categorizing, routing, or responding?

The TSC has a strong preference for automation.

16. Allow users to simply create automated communication workflows;

a. Can you provide examples of the types of automated communication workflows users would need to create to satisfy this requirement?

The vendor is encouraged to detail how its solution automates workflow in a way that best serves a small agency with a strong focus on communication and engagement.

b. If an administrator creates a workflow that automates a series of communications, would this requirement be met if a user could simply select and apply the workflow to one or more stakeholders?

The vendor is encouraged to describe how this functionality would best serve a small agency with a strong focus on communication and engagement.

17. Include a user-friendly interface for building emails in HTML;

a. Is this requirement for intended for administrators to create templates that users can select and send to stakeholders, or is it meant to allow end-users to create HTML emails themselves?

The vendor is encouraged to describe its approach to user-friendly interfaces to best serve a small agency with a strong focus on communication and engagement.

18. Log, process, and record incoming and outgoing correspondence;

a. For incoming and outgoing correspondence, does “Log” mean recording the correspondence in the CRM database, or is it expected to be stored elsewhere? If elsewhere, what other locations might be used, such as SharePoint or other systems?

The vendor is encouraged to describe its approach to storing logged information to best serve a small agency with a strong focus on communication and engagement.

b. For each type of correspondence (incoming and outgoing), could you explain the steps required to “process” the item?

The vendor is encouraged to describe what it considers “processing” to be, and how it can serve a small agency with a strong focus on communication and engagement.

19. Track opinions of stakeholders, as well as legislative trends and changes identified by the TSC;

a. Can you provide more details on the capabilities needed to track stakeholder opinions, and specify which stakeholders require this tracking?

The vendor is encouraged to describe how its solution can track the correspondence of all persons interested in the space, aerospace, and aeronautics industries in Texas.

b. What services or systems does CRM needs to integrate with or monitor to track legislative trends and changes, and what actions need to be taken with this information once received?

The vendor is encouraged to describe how its solution can track or monitor legislative trends and changes, and how such functionality can best serve a small agency with a strong focus on communication and engagement. If the vendor is able to integrate with Telicon or Quorum, the vendor is encouraged to specify such functionality.

20. Provide intuitive data and analytics reporting tools;

a. What specific capabilities or outcomes does TSC expect from the data and analytics reporting tools? Could you provide examples of how these tools will be used to support decision-making or operations?

The vendor is encouraged to detail the manner in which data and analytics can be reported and how such method can improve the decision-making and operations of the

TSC.

21. Support a variety of software, hardware, social media platforms, and data sources;

a. Could you provide a list of all software currently in use by TSC?

The vendor is encouraged to specify the software supported by your solution in the response to the RFI.

b. Could you provide a list of all hardware devices being used by TSC staff?

The vendor is encouraged to specify the hardware the solution can utilize in the response to the RFI.

c. What data sources need to be supported by the CRM, and what specific capabilities are required? For example, does TSC need the ability to monitor data sources for new information and automatically import it into the system?

The vendor is encouraged to specify the data sources the solution can support and monitor and the capabilities provided by the solution with respect to such data sources.

22. Have a robust search and export capabilities, as well as tools to effectively manage responses to Public Information Requests;

a. What specific data should be searchable with the CRM, and what criteria will be used to perform searches? Once records are found, what actions will users need to be able to take with those records (e.g., view, edit, export, generate reports)?

The vendor is encouraged to specify the search capabilities of its solution.

b. For exporting from CRM, what types of data need to be available for export, and are there any restrictions on what can be exported?

The vendor is encouraged to specify the data export capabilities of its solution.

c. What are the different types of “public information” that the CRM system will need to manage? What rules or guidelines determine if information can be shared or is considered restricted?

All information in the CRM will be subject to the Public Information Act, so vendor is encouraged to detail how its solution will allow the export of or access to all data stored in the CRM.

d. How are Public Information Requests received and managed today, and who is responsible for deciding whether information can be released?

Public Information Requests may be received by mail, fax, or email. Faxed requests are automatically converted to PDF and transmitted via email.

23. Integrate with Zoom, Teams, or similar software for the processing and retention of Open Meetings-related materials, including meeting recordings, transcription, agendas, and minutes;

a. Does TSC use both Zoom and Teams for meetings, or is one platform preferred?

The vendor is encouraged to specify the platforms with which its solution may integrate.

b. Does TSC use Zoom Phone or Teams Phone for communications?

The vendor is encouraged to specify the platforms with which its solution may integrate.

c. What specific workflows and processes are expected to be included in the integration, such as providing ability to schedule meeting, manage sign ups, or anything regarding materials?

The vendor is encouraged to specify the workflows and processes its solution may engage to best serve a small agency with a strong focus on communication and engagement.

24. Display correspondence trends based on demographic, geographic, and other profiles established by the Commission;

a. Could you provide examples of the specific analytics or reports you are seeking regarding demographic, geographic, and other profiles?

The vendor is encouraged to specify analytics capabilities its solution provides and how they can best serve a small agency with a strong focus on communication and engagement.

b. How will the trend information be used by the Commission to support its operations or decision-making?

The vendor is encouraged to describe if and how its solution can utilize trend information to best serve the operations and decision-making of a small agency with a strong focus on communication and engagement.

25. Be accessible by multiple staff members in various locations;

a. How many staff members will be considered end-users of the CRM system?

Ten or fewer, three of whom must have administrative access.

b. What are the locations of these users? Will all users be in the US and accessing the system in English

All users will be based in the State of Texas and will access the system in English.

26. Be scalable and respond to heavy workloads without issue;

a. Does TSC have any minimum performance requirements or key performance indicators (KPIs) related to system scalability and handling heavy workloads?

The vendor is encouraged to describe its scalability and performance capabilities.

27. Include internal partitioning and provide varying levels of access to staff members;

a. What specific levels of access or roles will need to be configured for staff members?

The vendor is encouraged to detail how its solution addresses levels of access and role assignments.

b. Are there any predefined roles or permission sets required for different departments or user groups within TSC?

The vendor is encouraged to detail how its solution addresses predefining roles or permission sets for users.

28. Be backed by responsive support services for when problems arise and expert training for users; and

a. Is support expected for TSC system administrators only, or will direct support to end-users also be required?

The vendor is encouraged to detail the support options it provides, if any, to internal and external users.

b. Is the preference for ‘train-the-trainer’ services, should training be provided directly to end-users? Additionally, is virtual training or in-person training preferred

The vendor is encouraged to detail the support options it provides, if any, to internal and external users.

29. Any other functionality that will help ensure TSC’s success.

a. Does TSC require the creation of a citizen engagement portal where non-staff members can interact directly with the system to submit self-service tickets or check the status of their requests?

The vendor is encouraged to specify whether its solution can utilize a citizen engagement portal.

b. Are there any additional functionalities, not typically included in a CRM system, that would contribute to TSC’s success?

The vendor is encouraged to engage its experience to offer creative solutions and to describe how the functionalities it offers will promote the success of a small agency with a strong focus on communication and engagement.

30. What other systems are currently used or anticipated to be used by TSC? Will integration with these systems be required now or in the future?

TSC currently utilizes Microsoft 365, but encourages vendors to detail software applications with which it integrates, and how that can benefit an agency with a strong focus on communication and engagement. TSC has a strong preference for an off-the-shelf, quickly deployable solution that uses standard business software.

31. What is the expected number of users for the CRM system?

Ten to twenty.

32. What are the different stakeholder groups that the CRM system will be expected to manage?

The vendor is encouraged to describe how its solution can track the correspondence of all persons interested in the space, aerospace, and aeronautics industries in Texas.

33. For each stakeholder group, what data needs to be stored in the CRM about individuals or organizations to effectively support TSC’s operations?

At a minimum, and with a strong preference to automation, all communications, regardless of source, should be tracked with correspondent name, organization (if any), contact information, date of transmission, location (if possible), and other fields vendor considers pertinent for an effective communication strategy. The vendor is encouraged to detail how its solution can usefully store communications.

34. For each stakeholder group, what tasks will end-users need to perform in the CRM system to meet the requirements of TSC, and what specific work processes or activities need to be supported?

The vendor is encouraged to detail how its solution processes and enables actions to be taken upon communications.

35. What are the specific roles and responsibilities of the users who will be using the CRM system, and what key tasks or functions will they need to perform?

The vendor is encouraged to detail what roles and responsibilities its solutions allows to be assigned to staff members, and the tasks and functions the solution can facilitate.

36. What current data will need to be imported into the CRM system, and from which sources, and what types of data will be included?

The TSC will primarily need to import email communications received from the public and contact information of correspondents.

37. Approximately how many records of each type will this involve?

As a new agency, the TSC will not require a substantial amount of data importation.

38. Does TSC have an anticipated timeline for the full deployment of the CRM, including user-acceptance and training?

The TSC has a strong preference for an off-the-shelf solution whose core CRM functionality is quickly deployable, with any significant customization happening in agreement with the selected vendor. The solutions the vendor considers to be “core CRM functionality” should be in place no later than 28 February 2025.

39. What is the budget range for this project?

The vendor is encouraged to provide its most cost-effective solution to enable a small agency with a strong focus on communication and engagement to succeed.

40. Will the implementation of the selected CRM system be handled by TSC or TX DIR technical staff, or will you be seeking to hire additional technical staff or outsource the project to an experienced service provider?

The TSC anticipates engaging staff of the TSC and the Office of the Governor for implementation but encourages a vendor to detail its solution to implementing its product.

41. What will be the key decision-making criteria for selecting the CRM system?

The TSC’s primary goal is to procure a CRM that ensures data integrity and security and enables the agency to successfully communicate with and engage the public and stakeholders.

42. Are there specific factors, such as functionality, ease of integration, cost, or security compliance, that will weigh more heavily in the selection process?

The TSC will seek the best value for solutions offered. The vendor is encouraged to describe its most cost-effective solution to enable the TSC to successfully communicate with and engage the public and stakeholders. The TSC has a strong preference to an off-the-shelf solution that is whose core CRM functionality quickly deployable. The vendor should specify what it considers to be “core CRM functionality.”

43. Does the TSC anticipate the CRM system supporting revenue generation, requiring lead management, opportunity tracking, quoting functionality, or other sales-related activities?

As a state agency, the TSC does not have the statutory ability to generate revenue. But the vendor is encouraged to detail how its solution may manage leads, track opportunities, and perform other operations the vendor considers to be “sales-related” that would enable the success of a small agency with a strong focus on communications and engagement.

44. Please explain how you require the solution to support social media platforms, is there a particular integration required?

various social media platforms.

45. What integration is needed with Zoom, Teams etc. for Open Meetings related materials? Is this just to store recordings, transcriptions etc. in the solution or are there other requirements for this type of integration?

The vendor is encouraged to specify the platforms with which its solution may integrate and how its solution treats materials related to open meetings.

46. Is there a need to integrate with any other in house, state or federal agency systems?

The vendor is encouraged to describe how its solution can track or monitor legislative trends and changes, and how such functionality can best serve a small agency with a strong focus on communication and engagement. If the vendor is able to integrate with Telicon or Quorum, the vendor is encouraged to specify such functionality.

47. How are you processing physical media/mail today, i.e. is it scanned when it's received?

The vendor is encouraged to address how its solution processes physical media and what actions the TSC must take to process such media if the agency selects the vendor’s solution.

48. Can you provide examples of the type of correspondence you receive and respond to today?

The vendor is encouraged to detail how it handles a variety of physical, digital, and verbal correspondence, such as physical mail, social media, emails, phone calls, text messages, and webmail.

49. How many user licenses will be required?

Ten to twenty

50. Is there any data migration required?

The TSC anticipates minimal data migration to be necessary.

51. When would you like the solution to go live by?

The TSC has a strong preference for an off-the-shelf solution whose core CRM functionality is quickly deployable, with any significant customization happening in agreement with the selected vendor. The solutions the vendor considers to be “core CRM functionality” should be in place no later than 28 February 2025.

52. Modules: Speaking in classic CRM terms, TSC seems to be seeking both Marketing functionality (campaigns / bulk emails / events) and Sales functionality (leads / opportunities) from its new CRM system. Also Legislative Tracking. Is this correct?

Any need for Contracts / Agreements management? Portfolios and projects management?

Although the TSC might use the modules specified, the vendor is encouraged to detail the modules it offers and how such offerings may promote the success of a small agency with a strong focus on communication and engagement.

53. Users: How many users is TSC planning for the new system? How many for Marketing functionality? How many for Sales? How many for the Legislative Tracking? How many, if any, for other?

10-20 total users. The vendor is encouraged to detail how its pricing may be affected by providing different functionality to different users.

54. System Integrations: Besides email / calendar, including Marketing emails, are there any integrations with other systems planned?

The vendor is encouraged to specify the platforms and software with which its solution may integrate.

55. Data Migration: What legacy data will TSC want to migrate into the new CRM system?

Contacts and Accounts? Leads and opportunities? Any additional? For whatever data is to be migrated to the new CRM system, in what format or system(s) does it currently reside?

The TSC anticipates minimal data migration to be necessary.

56. Clarification: Could you please provide more specificity as to the support that TSC is seeking when it says that it is seeking "Support a variety of software, hardware, social media platforms, and data sources.” For example, what is TSC seeking in terms of integrating with social media platforms? Which ones? Same in regard to data sources.

various social media platforms and the solution’s software and hardware support.

57. IT and Business Support: For any future implementation project, what is the TSC plan for supplying representatives from TSC operations to help with design, test, and acceptance of the new system? Resources from IT to help with integrations, data migrations, and longer-term support?

The vendor is encouraged to describe how it engages staff in the design, testing, and acceptance of a new system, the resources it needs, and the longer-term support it offers.

58. Security: Is TXRAMP Level 2 a firm requirement? Might other well-regarded security frameworks like SOC 2 and ISO 27001 be sufficient?

The vendor must offer a solution that is certified as TXRAMP Level 2 (which can be met by demonstrating FedRAMP Moderate authorization) or TXRAMP Provisional Status.