ESBD_File_317494_Exhibit C Customer Marketing and Support Plan.docx

Department of Information Resources Request for Offer DIR-CPO-TMP-XXX <RFO Name> Exhibit C Contract Marketing and Customer Support Plan

In no more than seven (7) pages total, non-inclusive of the requested attachments, Respondent must provide a plan that describes the Respondent’s ability and strategy for promoting and supporting the contract, if awarded.

The plan must include the information listed below.

1) Describe your company’s strategy for marketing and selling the products/services listed in this RFO to eligible DIR Customer Channels as specified below.

A Contract Marketing Plan, as an example, would list the marketing elements Respondent would use like publishing on DIR website, email signature tag, Trade Publication Advertisements, social media, direct sales, etc.

a. Texas State Agencies

b. Public and Private Institutions of Higher Education

c. Public and Private School Districts (K-12)

d. Local Governments

e. Assistance Organizations

f. Public Hospitals

g. Public Institutions outside of Texas

2) Describe your company’s strategy for providing sales, order processing, and support of eligible DIR Customers throughout the State of Texas. NOTE: For a complete list of DIR eligible customers, refer to the DIR website information on eligibility, located here: Customer Eligibility | Texas Department of Information Resources.

3) Provide an overview of the products and services proposed in the response and how the contract marketing plan supports the promotion of the proposed products and services to DIR eligible customers.

4) Describe how will your other contracts impact the marketing of this contract, should you receive an award?

5) Provide an overview of the management and customer relationship team that will be responsible for managing the State’s relationship in the event of being awarded a contract. Address the following:

a. Describe your company’s geographical reach, teaming partners and subcontractors (if any), to include, at a minimum, locations of corporate and branch offices as well as locations where work is currently taking place. Explain how these locations and any proposed new locations will be used in the performance of this contract.

b. Provide names, titles, prior account management experience for accounts of the State’s size and type.

6) Describe how the Respondent will manage the contract to ensure uninterrupted, high-quality performance and overall contract effectiveness. Include the process for the transfer of subscriptions among the users of a DIR customer entity to ensure uninterruption of services.

7) Successful Respondents selected for Contract Award will be contractually required to maintain a webpage specific to the products and services awarded under the Contract that are clearly distinguishable from other, non-DIR Contract offerings on your website. Website page may not require a log-in by the customer for access.

Briefly explain who (what position) in your company will be responsible for ensuring the information on the DIR webpage is accurate and complies with the contract requirements throughout the life of the contract.

Provide steps successful respondent will take to remedy any webpage information that is determined to be out of contract compliance. Provide steps to ensure contract pricing published to the webpage is accurate and up to date and in compliance with the awarded contract.

(see list below for webpage requirements).

a. A current price list or mechanism to obtain specific contract pricing;

b. MSRP/list price or DIR Customer price;

c. Discount percentage (%) off MSRP or List Price;

d. A list with the description of products and/or services awarded;

e. Successful Respondent contact information (name, telephone number and email address) for your point of contact for customer inquiries;

f. instructions for obtaining quotes and placing Purchase Orders;

g. warranty policies;

h. return policies;

i. the DIR Contract number with a hyperlink to the Contract’s DIR webpage;

j. a link to the DIR “Cooperative Contracts” webpage; and

k. the DIR logo.

** The attachments provided in response to numbers 8 and 9 are not included in the 5-page limit for Respondent’s response for Exhibit C. **

8) Provide and label a as an Attachment 1 to Exhibit C an organization chart identifying the chain of command for managing this contract, including resource sourcing responsibility, and organization components that support this contract. Clearly identify positions that serve as Key Personnel as indicated in Section 2.2 of the RFO.

9) Provide and label as an Attachment 2 to Exhibit C a breakdown service levels being proposed. Respondent may provide links to URL sections as appropriate to convey the full services provided. If Respondent is proposing “bundled services”, please include an example of what this would include. The service levels should include:

a. On-boarding times;

b. Types of resources included (i.e.: frameworks, guides, portals);

c. Tracking communications; and

d. Follow-up process and timelines.

<END OF EXHIBIT C>

Exhibit C Contract Marketing and Customer Support Plan Page 2 of 8