Final_RFP_005_2300000346_3_SO_FORM.PDF

Document ID: RFP 005 2300000346 Page: 1

Commonwealth of Kentucky

SOLICITATION MODIFICATION

Modification: Yes Version #: 3

TITLE: Customer Relationship Management Services

Date Issued:

05/17/2023 Record Date:

05/16/2023

Solicitation Closes Date:

05/26/2023 Time:

14:00

Solicitation No:

RFP 005 2300000346

Reason for Modification

This modification is required to add Addendum 2 - Questions and Answers as well as update contact information.

Online Bidding Prohibited: No For Information Call:

Regina K Long 502-564-8100

Bid Receiving Location:

Legislative Research Commission

702 Capitol Ave, Room 076

Frankfort KY 40601

Vendor Customer Number:

Vendor Name:

Phone Number:

Fax Number:

Email Address:

Ordering

Address:

City, State, Zip:

Contact Name:

Contact Email:

Contact Phone Number:

Payment

Address:

City, State, Zip:

Contact Name:

Contact Email:

Contact Phone Number:

Ownership Type

__ Sole Proprietorship __ Partnership __ Corporation __ Other_________________________

SIGNATURE OF AUTHORIZED AGENT IS REQUIRED UNLESS RESPONSE

IS SUBMITTED ELECTRONICALLY. FAILURE TO SIGN SHALL RENDER

THE BID INVALID.

Signature X_________________________________________ FEIN#____________________ Date____________

All offers subject to all terms and conditions contained in this solicitation.

Document ID: RFP 005 2300000346 Page: 2

Line Items

Commodity Group: Default

Line CL Description Quantity UOM Unit Cost Line Total or Contract Amnt

1 Customer Relationship Management Services

Comm Code Comm Description Manufacturer Model # Manuf Part #

20832 Customer Relationship Management Software

(CRM)

Extended Description Constituent Services Relationship Management

Shipping Information Legislative Research Commission

702 Capitol Ave, Room 076

Frankfort KY 40601

Billing Information Legislative Research Commission

702 Capitol Ave, Room 076

Frankfort KY 40601

Document ID: RFP 005 2300000346 Page: 3

Submission Checklist

The following items will be required to be submitted with bid:

Item

ADDENDUM HISTORY

This addendum is to answer vendor questions as well as add proposal submission information in Section 8.00.

PROPOSAL SUBMISSION CHECKLIST

The vendor MUST include the following with the proposal submission.

If the items highlighted below are not submitted with the proposal submission, the Commonwealth MUST deem the proposal non-responsive and SHALL NOT consider for award.

All other items MUST be submitted prior to award.

_____ SIGNED AND COMPLETED SOLICITATION

_____ *PROPOSED SOLUTION (TECHNICAL)

_____ *PROPOSED SOLUTION (COST)

_____ TRANSMITTAL LETTER

_____ PROOF OF REGISTRATION WITH SECRETARY OF STATE BY A FOREIGN ENTITY

_____ REQUIRED AFFIDAVIT(S)

Document Description Page 4

2300000346 Customer Relationship Management Services

REQUEST FOR PROPOSAL

FOR

PERSONAL SERVICE CONTRACT

Customer Relationship Management Services 230000346

This document constitutes a Request for Proposal (RFP) for a Personal Service Contract from qualified individuals and organizations to furnish those services as described herein for the Kentucky Legislative Research Commission (LRC).

A contract, based on this RFP, may or may not be awarded. Any contract award from this RFP is invalid until properly approved and executed by the Legislative Research Commission.

The Director of the Legislative Research Commission (LRC) will conduct a comprehensive and impartial evaluation of all responsive proposals to this RFP to determine the proposal representing the best value for the LRC. The Director may appoint an evaluation committee to receive formal presentations from shortlisted firms and for the committee to ask questions of the project team.

1. Purpose and Background

The Legislative Research Commission (LRC) provides nonpartisan services to the 138 members of the Kentucky General Assembly. A core component of those services is supplying meaningful tools for constituents to engage legislators and for legislators to effectively manage their relationship with constituents including appointments and responding to correspondence and messages. The LRC seeks a responsive, responsible, and creative cloud based or on-premise constituent relationship management application to handle constituent communications of all kinds and optimize workflows.

2.00 Scope of Work

2.01 Implementation and Services

The selected vendor, at a minimum, will provide implementation services and a dedicated customer service manager to support the LRC’s transition to the new application, as well as ongoing customer service support throughout the entirety of the contract. Implementation services should include but not be limited to an initial design review meeting with LRC staff and ongoing meetings to determine all hardware and software requirements, resources, specifications and all data communication requirements, resources, specifications, followed by a configuration of accounts, and role-based training for LRC staff and members of the General Assembly.

2.02 System Management Services

Ongoing system management should allow LRC staff to manage the application and perform initial troubleshooting.

Document Description Page 5

2.03 Desired Features

1. Integration with LRC’s current email, phone, and constituent services systems.

2. Individualized dashboard to allow collaboration between a member and staff with a simple user interface.

3. Flag, process, and respond to mass emails received by members.

4. Screen electronic communications to determine the district in which the constituent resides and other demographic data.

5. Centralized data pool for address verification.

6. Create letters to constituents and track letters from constituents.

7. Reports for members of all interactions with a constituent to prepare for meetings.

8. Short Message Service (SMS) support allowing members to engage with constituents via text.

9. Sort and group email contacts into audience categories based on areas of interest and create customized newsletters or targeted emails using drag-and-drop design.

10. Create and customize constituent surveys using drag-and-drop design and produce reports with simple graphics to view results.

11. Mobile access allowing members to perform legislative duties when not in the office in Frankfort.

12. Auto-reply options.

13. Ability to assign requests, projects, and documents to other staff with chain of custody information.

2.04 Intellectual Property

1. All data is the property of the Legislative Research Commission. The selected vendor must hold all information in strict confidence and not disclose to any third parties, nor make use of such data for its own benefit or for the benefit of another, or for any use other than the purpose agreed upon.

2. The vendor shall use best practice encryption to secure all data to guard against the release of confidential and Personal Identifiable Information (PII).

3. The vendor shall protect and secure all data at rest or in transit off of LRC premises with best practice encryption.

4. The LRC staff shall have the ability to manage the system/solution.

5. The LRC staff shall have the ability to do initial troubleshooting of the system/solution.

2.05 IT Requirements

1. The vendor shall work with the LRC to determine all hardware and software requirements, resources and specifications.

2. The vendor shall work with the LRC to determine all data communications requirements, resources and specifications.

Document Description Page 6

3.00 Invoicing Requirements

Payment shall be conditioned upon receipt of appropriate, accurate, and acceptable invoices submitted in a timely manner.

The vendor shall submit monthly invoices which shall contain two parts:

1. Legislative Research Commission’s Invoice Form; and

2. Supporting documentation to include dates and description of service.

Invoices that do not contain the requirements above will be rejected and sent back to the vendor for re-invoicing.

Invoices shall be submitted to the physical address or email address below.

Legislative Research Commission

Attention: Regina Long

702 Capital Avenue, Annex Room 76

Frankfort, KY 40601

Regina.Long@LRC.KY.GOV

4.00 Evaluation Criteria

The following criteria will be used to evaluate the proposals to select vendor(s) to negotiate with or to shortlist:

1. Qualifications of the project team and the ability to complete the project in the proposed time frame.

2. Creativity and sensitivity to meeting the Desired Features in Section 2.03 of the RFP.

3. Proposed Customer Service Support options.

4. Initial costs and ongoing expenses related to the project as described in Section 2.00.

5. The Contractor shall be paid for no travel expenses unless specifically authorized by the Director of LRC.

5.00 Schedule of RFP Activities

The following schedule presents the major activities associated with the RFP distribution, written questions and proposal submission. The Commonwealth reserves the right at its sole discretion to change the Schedule of Activities, including the associated dates and times.

Document Description Page 7

Release of RFP 4/28/2023 Written Questions due by: 2:00 PM 5/8/2023 Anticipated LRC Response to Written Questions 5/17/2023 Proposals Due by: 2:00 PM 5/26/2023 Oral Presentations at the LRC’s Discretion 6/1-2/2023

*NOTE: ALL TIME REFERENCES ARE TO THE EASTERN TIME ZONE.

6.00 Point of Contact

The Agency Contact named below shall be the sole point of contact throughout the procurement process. All communications, oral and written (regular mail, express mail, or electronic mail), concerning this procurement shall be addressed to:

Regina Long Legislative Research Commission 502-564-8100 Regina.Long@LRC.KY.GOV

From the issue date of this RFP until a vendor(s) is selected, Offerors shall not communicate with any other LRC staff concerning this RFP.

7.00 Questions Regarding this RFP

Questions must be submitted in writing to the Agency Contact. Solely at the discretion of the LRC, the LRC will respond to salient questions in writing by issuing an Addendum to the Solicitation.

8.00 Proposal Submission

Each qualified offeror shall submit only one (1) proposal. Alternate proposals shall not be allowed.

Failure to submit as specified shall result in a non-responsive proposal, which may be rejected by the LRC in its sole discretion.

The Vendor shall complete the "Vendor" box on the face of the solicitation. An authorized representative of the vendor shall sign where indicated on the face of the solicitation. If the solicitation is not signed the proposal shall be deemed non-responsive.

a. “Vendor” box and “Payment” box should be completed.

b. Vendor shall indicate ownership type.

c. Vendor shall provide “FEIN” if applicable.

d. Vendor shall provide date the form is completed and signed.

e. Signed face of the most recent Addenda, if applicable.

Signed and Notarized Required Affidavit for Bidders or Offerors - available at the following link:

https://finance.ky.gov/office-of-the-secretary/Pages/finance-forms.aspx

Document Description Page 8

Signed and Notarized Required Affidavit for Bidders, Offerors and Contractors Claiming Resident

Bidder Status – if applicable. Available at the following link:

Signed and Notarized Required Affidavit for Bidders, Offerors and Contractors Claiming Qualified

Bidder Status – if applicable. Available at the following link:

*Offerors not claiming Resident Bidder Status need not submit this affidavit

Acknowledgment of Addenda

It is the Vendor's responsibility to review any modifications to this solicitation. Vendors are encouraged to acknowledge each addendum by signing and submitting the latest addendum with their response. However, signing the face of the solicitation as indicated above constitutes the Vendor’s acknowledgement of an agreement to be bound by the terms of all addenda issued.

Failure to specifically acknowledge addenda will not excuse the Vendor from adhering to all changes to the requirements of the solicitation set forth therein nor provide justification for any pricing changes.

All submitted technical and cost proposals shall remain valid for a minimum of six (6) months after the proposal due date.

Proposals shall be submitted in three (3) parts: the Technical Proposal, the Cost Proposal, and the Proprietary Information, if applicable. Do not include embedded documents, hyperlinks or hyperlinks to videos.

All proposals must be received no later than the time and date listed in Section 5.00. Submit proposals to Regina.Long@LRC.KY.GOV

8.10 Format of Technical Proposal

The Technical Proposal must be a detailed response to the technical requirements outline in the Evaluation Criteria. No cost information shall be provided in the technical portion.

Transmittal Letter – a Transmittal letter shall be submitted on the Offeror’s letterhead, and signed by an agent authorized to bind the Offeror. The Transmittal letter shall include the following:

a. A statement that deviations are included, if applicable.

Document Description Page 9

2300000346 Customer Relationship Management Services

b. A statement that proprietary information is included, if applicable.

c. A statement that, if awarded a contract as a result of this Solicitation, the Offeror shall comply in full with all the requirements of the Kentucky Civil Rights Act, and shall submit all data required by KRS 45.560 to 45.640.

d. A sworn statement that the Offeror has not knowingly violated any provisions of the Legislative Branch Code of Ethics in KRS 6.661 to 6.849, or the campaign finance laws of Kentucky in KRS Chapter 121.

e. A statement certifying that the price in this proposal was arrived at independently without collusion, consultation, communication, or agreement as to any matter relating to such prices with any other Offeror or with any competitor.

f. A statement affirming that the Offeror is properly authorized under the laws of the Commonwealth of Kentucky to conduct business in this state and will remain in good standing with the Office of the Kentucky Secretary of State for the duration of any awarded contract resulting from this Solicitation.

g. The name, address, telephone number, fax number, email address and website address, if available, of the contact person to serve as a point of contact for day-to-day operations.

h. Subcontractor information to include the name of the company, address, telephone number and contact name, if applicable.

i. Foreign entity’s organization number issued by the Secretary of State in a certificate of authority or a statement of foreign qualification, if applicable.

Response to the Technical Portion of the RFP – Please provide a detailed response to the technical requirements outlined in the Evaluation Criteria. No cost information shall be provided in the technical portion.

8.20 Format of Cost Proposal

The Cost Proposal must be submitted separate from the Technical Proposal.

9.00 Technical Proposal Evaluation

The LRC will evaluate the proposal based on the technical portion of the Evaluation Criteria.

Each Offeror is responsible for submitting all relevant, factual and correct information. Past Offeror Performance may be considered in the award of this Contract. Offerors with a record of poor performance in the last twelve (12) months may be found ineligible for award.

9.10 Cost Proposal Evaluation

The Director of the LRC will evaluate and determine the proposal based on the best proposed value of this award.

9.20 Right to Reject/Waiver of Minor Irregularities

Document Description Page 10

The LRC reserves the right at its discretion to reject any and all offers. The LRC also reserves the right at its discretion to waive informalities and minor irregularities in offers received.

9.30 Clarification of Proposals

The LRC reserves the right at its discretion to request additional information as may reasonably be required for selection and to reject any proposals for failure to provide additional information on a timely basis.

The LRC reserves the right to conduct discussions with any Offeror who has submitted a proposal to determine the Offeror’s qualifications for further consideration. Such discussions shall not disclose any information derived from proposals submitted by other Offerors.

9.40 Negotiation

After conducting the evaluation process to determine the best proposal received, LRC reserves the right to negotiate a fair and reasonable compensation based on the pricing submitted in the offeror’s proposal. If the negotiations fail to reach an agreement on a fair and reasonable compensation rate, LRC reserves the right to proceed to the next highest ranked proposal. Other terms and conditions relating to the technical and/or cost proposals may be negotiated at the sole discretion of the LRC.

9.50 Oral Presentation Evaluation Criteria

The Vendors may be requested to provide oral presentations/demonstrations to answer questions or to clarify the understanding of the evaluators in accordance with the requirements of this RFP.

The oral presentation shall be scheduled at the discretion of the LRC. The LRC reserves the right not to require oral presentations/demonstrations at its discretion or in the event that they would not affect the final rankings.

9.60 Best Interests of the LRC

The LRC will rank all proposals in the manner set forth in the Evaluation Criteria. However, the LRC reserves the right to reject any or all proposals in whole or in part before, during, or after negotiation based on the best interests of the LRC.

CONTRACT AWARD, TERMS, AND CONDITIONS

10.00 Notification of Award

Each offeror that submits a qualified and conforming proposal will be notified in writing by the LRC if a contract is awarded. The written notice will be sent to all offerors no sooner than fourteen (14) business days after the date the contract is awarded, and no other notification of an award of a contract will be provided.

Document Description Page 11

10.10 Beginning of Work

The Vendor shall not commence any billable work until a valid Contract has been fully executed.

This Contract shall represent the entire agreement between the parties. Prior negotiations, representations, or agreements, either written or oral, between the parties hereto relating to the subject matter hereof shall be of no effect upon this Contract.

10.20 Contract Components and Order of Precedence

The LRC’s acceptance of the Vendor’s offer in response to the solicitation, indicated by the issuance of a Contract Award, shall create a valid contract between the Parties consisting of the following:

1. Procurement Statutes, Regulations and Policies

2. The resulting written agreement awarded from this solicitation and any subsequent written amendments.

3. Any addenda to the solicitation.

4. The solicitation and all attachments

5. Any best and final offer.

6. Any clarifications concerning the Vendor’s proposal in response to the solicitation.

7. The Vendor’s proposal in response to the solicitation.

In the event of any conflict between or among the provisions contained in this contract, the order of precedence shall be as enumerated above.

10.30 Contract Term and Renewal Option

The initial term of the Contract is anticipated to be from July 1, 2023 through June 30, 2025.

This agreement is not effective until the Director of the LRC or his authorized designee has approved the contract.

This contract may be renewed at the discretion of the LRC for as many additional one-year terms, not to exceed a total of five years, as needed for the purpose of and to the extent that said renewals are necessary to permit the Vendor to conclude any work on any cases in progress pursuant to the RFP.

Renewals shall be subject to prior approval from the Director of the LRC.

10.40 Changes and Modifications to the Contract

Document Description Page 12

No modification or change of any provision in the contract shall be made, or construed to have been made, unless such modification is mutually agreed to in writing by the Vendor and the LRC, and incorporated as a written amendment by parties prior to the effective date of such modification or change. Memoranda of Understanding, written clarification, and/or other correspondence shall not be construed as amendments to the contract.

10.50 Notices

Unless otherwise instructed, all notices, consents, and other communications required and/or permitted by the contract shall be in writing. After the award of the contract, all communications of a contractual or legal nature are to be made to the Agency Contact.

Addendum History

Addendum 2

May 10, 2023

This addendum is to answer vendor questions as well as add proposal submission information in Section 8.00.

Q1. How many users will need to use this system? (Internal within KY LRC)

A1. Each of the 138 members of the General Assembly will require a unique account with another 12-15 accounts for executive, administrative, and IT staff.

Q2. Do you have the need for constituents/external users to be able to access the system via a web portal? If so, how many (rough #s fine) are expected? How often would these external users need to access the system?

A2. Yes, this should be the main method of interaction for Legislators, Assistants, and Constituents.

Q3. What sort of documents and files are expected to be stored in the CRM? What sort of volumes of documents should be planned for?

A3. User information, contact information, and communication documents such as faxes, SMS messages, word documents, spreadsheets, calendars, case documents, pictures, video, and ectara to be established as part of the statement of work contained in the contract with the successful vendor.

Document Description Page 13

Q4. Will there be post-production support maintenance?

A4. We would like to see a living/growing application to be established as part of the statement of work contained in the contract with the successful vendor.

Q5. Will the Commonwealth provide a Project Manager?

A5. The RFP requires the successful vendor to provide a dedicated manager. LRC will designate a primary point of contact for communication.

Q6. What is the budget for the project?

A6. Disclosure of budget information is not allowable while the solicitation is active. Budget information will be determined during the evaluation process based upon submitted proposals.

Q7. Is there a timeline? If so, what are the events driving the dates?

A7. Install, migration of data, and training for staff complete on or about December 1, 2023.

Training for members of the General Assembly on or about January 31, 2024.

Q8. Is there another ongoing or future project that will impact this engagement?

A8. There are no ongoing or future project that will impact this engagement.

Q9. Who will handle the testing? Who will handle end-user training?

A9. LRC would like to be involved in the testing and training process to be established as part of the statement of work contained in the contract with the successful vendor.

Q10. Will the Commonwealth provide their own training team?

A10. The successful vendor will be expected to be onsite in the LRC offices in Frankfort, KY for meetings, appointments, presentations, and training. The exact number, duration, and dates of onsite performance will be established in the statement of work contained in the final contract.

Q11. How many system integrations are there?

Document Description Page 14

A11. We have an application developed in house for the Constituent Services Office and Email/ calendar (MS Exchange), VoIP (Cisco).

Q12. What will be the Commonwealth’s role in the system integration?

A12. To be established as part of the statement of work contained in the contract with the

Q13. What are the Commonwealth’s IT standards that we should be aware of?

A13. Any data off premises must be encrypted at all times and will be established as part of the statement of work contained in the contract with the successful vendor.

Q14. Whether companies from Outside USA can apply for this? (India or Canada)

A14. Any company properly authorized under the laws of the Commonwealth of Kentucky to conduct business in this state, in good standing with the Office of the Kentucky Secretary of State, and remains so duration the duration of contract awarded from this Solicitation may submit a proposal.

Q15. Whether we need to come over there for meetings?

A15. The successful vendor will be expected to be onsite in the LRC offices in Frankfort, KY for meetings, appointments, presentations, and training. The exact number, duration, and dates of onsite performance will be established in the statement of work contained in the final contract.

Q16. Can we perform the tasks (related to RFP) outside USA? (India or Canada)

A16. No additional information available. Please review the RFP.

Q17. How many user licenses does the Kentucky GA anticipate purchasing with this RFP?

A17. Each of the 138 members of the General Assembly will require a unique account with another

Document Description Page 15

Q18. Do Members share staff? If so, how many Members does a staff person serve, or how many staff does a Member have?

A18. Members share staff with each legislative assistant providing support for 3 to 5 members.

Q19. Does Kentucky have a current SMS partner?

A19. LRC does not have a current SMS partner.

Q20. Can Kentucky share LRC’s current email, phone, and constituent services system providers in order for us to know what systems we are asked to integrate with?

A20. We have an application developed in house for the Constituent Services Office and Email/ calendar (MS Exchange), VoIP (Cisco).

Q21. Does Kentucky use Single Sign On? If so, what provider?

A21. LRC does not have an outside Single Sign On provider.

Q22. Does Kentucky want us to include security documentation?

A22. LRC does request security documentation for the system proposed.

Q23. What is Kentucky’s desired Go-Live date?

A23. LRC’s anticipated Go-Live date will around December 1, 2023.

Q24. Does the LRC want to migrate data from their existing system to a new system? How many years of data does Kentucky want to migrate? Does Kentucky have its own constituent information that it would like to import? What format(s) will that data be presented to the vendor in?

A24. Constituent contact information in standard readable format will need to be imported.

Q25. Page 5, 2.04, “All data is the property of the Legislative Research Commission. The selected vendor must hold all information in strict confidence and not disclose to any third parties, nor make

Document Description Page 16 use of such data for its own benefit or for the benefit of another, or for any use other than the purpose agreed upon”. Please define “data”.

A25. Data entered into the system by users (internal and external) including messages, contact information, notes, comments, statuses, knowledge articles, templates, rules, processes, survey questions/responses etc. Any and all information entered into the system.

Q26. Page 5, 2.04, “The LRC staff shall have the ability to manage the system/solution.” “Manage” in what capacity? Please define “manage” as used here.

A26. Manage user/constituent administration (setup, removal, passwords), communication integration as well as import/export data.

Q27. Page 5, 2.04, “The LRC staff shall have the ability to do initial troubleshooting of the system/ solution.” Please clarify this requirement. What levels of troubleshooting should staff be able to address?

A27. Tests will include but not limited to basic tests including connectivity tests, password problems, common user interface problems, and ectara.

Q28. Does the LRC want the technical response to include 2.03 only or 2.03, 2.04, and 2.05?

A28. The technical response includes 2.03, 2.04 and 2.05.

Q29. Is there a defined set of hardware and/or software requirements that the state is looking to meet? If not, should potential vendors provide their standard statements of work with their RFP submission or during the contract negotiation phase?

A29. Vendors should provide their standard statements of work with their RFP.

Q30. Can the state please confirm if it has been in discussions with any vendor in the past?

A30. LRC respectfully declines to respond to this question as vendor information is not applicable.

Q31. Can the state please confirm if it has seen demos from any vendor?

A31. LRC respectfully declines to respond to this question as vendor information is not applicable.

Document Description Page 17

Q32. Can the state please clarify on your expectations on the timelines for implementation/go-live?

A32. Install, migration of data, and training for staff complete on or about December 1, 2023.

Q33. Can the state please clarify on the budget planned for this specific project?

A33. Disclosure of budget information is not allowable while the solicitation is active. Budget

Q34. Can the state please extend the submission date by 1 week?

A34. Extensions will not be granted at this time.

Q35. Can the state please provide the user count broken down by respective categories

A35. Each of the 138 members of the General Assembly will require a unique account with another

Q36. Can the state please provide the expected external users (Applicants)?

A36. Members of the General Assembly each receive a significant number of constituent contacts during regular and special legislative sessions.

Q37. Can the state please provide the approximate data migration type/size that needs to be migrated to the new system?

A37. Constituent contact information in standard, readable format will need to be imported.

Q38. Can the state please provide a complete list of integrations required?

A38. No additional information available. Please review the RFP.

Q39. Can the state please provide the list of language that needs to be supported by the new system?

Document Description Page 18

A39. No additional information available. Please review the RFP.

Q40. The RFP states that both cloud and on premises proposals will be accepted. Does the LRC have a preference?

A40. To be established as part of the statement of work contained in the contract with the

Q41. Please confirm the number of staff members that will need access to the software.

A41. Each of the 138 members of the General Assembly will require a unique account with another

Q42. Please confirm if each state legislative office will have their own data or if the data will be shared throughout each caucus.

A42. Each member of the General Assembly will have their own data.

Q43. Please provide details about the current system.

A43. LRC respectfully declines to respond to this question as vendor information is not applicable.

Q44. Please confirm if the data will need to be imported into the new CRM system.

A44. Constituent contact information in standard, readable format will need to be imported.

Q45. Please confirm that the legacy system is the only source of data for conversion.

A45. Constituent contact information in standard, readable format will need to be imported.

Q46. Please provide details about the size, file structure and format of the legacy data.

A46. Constituent contact information in standard, readable format will need to be imported.

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Q47. Please provide details about the state’s budget range for this RFP.

A47. Disclosure of budget information is not allowable while the solicitation is active. Budget

Q48. Please provide a summary of how the state’s legacy system does not adequately meet the current business needs of the state legislature.

A48. No additional information available.

Q49. It is assumed that the LRC is planning to use the casework functionality of the new CRM to manage/track incoming constituent requests. Does LRC also require that the new CRM be able to manage/track unique process(es) such as public information requests (PIR) or meeting requests which will require the vendor to build unique data fields and routing options?

A49. No additional information available. Please review the RFP.

Q50. Please confirm if the state has any procurement requirements or contract vehicles that we need to be aware of to participate.

A50. No additional information available. Please review the RFP.

Q51. Please confirm if the state has evaluated or viewed any other vendor's products. If yes, please provide details.

A51. LRC respectfully declines to respond to this question as vendor information is not applicable.

Q52. Please confirm if the new CRM will need to be integrated with any other systems.

A52. LRC respectfully declines to respond to this question as vendor information is not applicable.

Q53. Phone integration: Does the LRC have a VOIP system in place? If so, can you please provide details?

A53. Yes, Cisco VoIP with a SIP provider.

Document Description Page 20

Q54. When does the procurement office expect to make an award?

A54. An award date has not been determined. All vendors will be notified of the award if a potential vendor is selected.

Q55. What is the desired date for full use by the LRC?

A55. Install, migration of data, and training for staff complete on or about December 1, 2023.

Q56. What is the LRC’s current email system?

A56. On premises MS Exchange with Outlook clients.

Q57. How many Past Offeror Performance references are requested?

A57. No additional information available. Please review the RFP.

Q58. Confirm if the app is required to have the same functions as the website. Please let us know if there are any additional features that you would like to include to better cater to your needs.

A58. The website and application should offer the same functionality.

Q59. Software is required to be developed for Android or iOS or both platforms. Please let us know if you have any preferences in this regard.

A59. Software for both platforms will be required.

Q60. Do you have an anticipated budget for this project? If so, will you share the budget amount?

A60. Disclosure of budget information is not allowable while the solicitation is active. Budget

Document Description Page 21

Q61. Please provide the number of internal users (legislators and staff) who will need access to the system

A61. Each of the 138 members of the General Assembly will require a unique account with another

Q62. Please provide the average number of constituent requests per month?

A62. Members of the General Assembly each receive a significant number of constituent contacts during regular and special legislative sessions.

Q63. Is the LRC currently using another system and/or vendor for a customer relationship management system? If so, what is the system/vendor? If not, how is

CRM functionality currently being managed by the legislature?

A63. LRC respectfully declines to respond to this question as vendor information is not applicable.

Q64. Will this project require data migration from existing systems? If so, please describe the data, the number and type of records, the total size of the files, etc.

A64. Constituent contact information in standard, readable format will need to be imported.

Q65. Will the system need to integrate with any existing systems? If so, please provide an example of the type of data that would need to be passed to each existing system.

A65. The system will integrate with the “VoIP and MS email system. The type of data required includes but is not limited to contact information, records of interactions, statuses, comments as well as information required in order to complete a constituent request interaction.

Q66. Do the systems you wish this solution to interface with have APIs available? If so, are they available for review? If not, please describe integration capabilities.

A66. In House application: it would be dependent on what the proposed system offers.

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Q67. Are there any Security needs required to maintain the data? I.e., FEDRAMP and

Audit requirements? If so, please describe.

A67. Occasional security audits required, along with logging, monitoring, alerting, and performance data.

Q68. Please elaborate on the agency’s preference for future systems maintenance. Does the agency prefer future support and maintenance is done by the selected partner, internal team or a combination of both?

A68. No additional information available. Please review the RFP.

Q69. Please describe what is meant by “centralized data pool for address verification”.

A69. In order to maintain accurate address information and eliminate duplicates in the system each unique constituent’s information will only be stored once. Security roles will then determine which members have access to that information.

Q70. Please describe data sharing needs for the solution. Specifically, should any data such as constituent requests be shared across legislator offices?

A70. Constituent information may need to be shared based upon established security roles.

Q71. Please provide the exact number of legislator offices this system should support.

A71. 138 and up to 15 administrative/technical staff.

Q72. Is the vendor required to be on site for any portion of the contract term?

A72. Yes.

Q73. Have you seen demonstrations of a customer relationship management system(s) prior to issuing this RFP? If so, will you share which systems?

A73. LRC respectfully declines to respond to this question as vendor information is not applicable.

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Q74. Can you please provide the breakdown of how many user groups/roles and number of users in each that would be using the new system?

A74. Each of the 138 members of the General Assembly will require a unique account with another

Q75. The RFP states the request for role-based training for LRC staff and members of the General Assembly. Could you define the specific roles and the volume of individuals included in each role?

How do you currently communicate with, and train these groups?

A75. No additional information available. Please review the RFP.

Q76. Will this new system replace any existing LRC system?

A76. LRC respectfully declines to respond to this question as vendor information is not applicable.

Q77. Are there any data migration or conversion requirements? If yes, can you please provide more details such as the number of data sources, tables, records, documents, ectara.?

A77. To be established as part of the statement of work contained in the contract with the

Q78. Can you please provide details on security compliance requirements and any on-going recurring security compliance/assessment requirements? Are there any data backup and disaster recovery plan for any unplanned interruption of the services??

A78. No additional information available. Please review the RFP.

Q79. Are there any requirements to integrate with any existing LRC system? If yes, then can you please provide integration requirements?

A79. Integration with in house developed application of the Office of Constituent Services. The ability to pass information between system to advance a constituent request to completion.

Q80. The RFP states "Short Message Service (SMS) support allowing members to engage with constituents via text is a desired feature. Can you please clarify if a new text messaging service is required or if the existing service will be used for communicating with constituents via SMS?

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A80. A new text messaging service will be required.

Q81. The RFP states “5 centralized data pool for address verification" is a desired feature. Can you please provide information on existing address verification API/system currently in use?

A81. There is currently no system in place.

Q82. "The RFP states "6. Create letters to constituents and track letters from constituents" is a desired feature.

a. Does KY LRC have any system in enterprise responsible for sending physical mail letters?

b. Does KY LRC currently have a Document Management System to store and manage the documents that can be leveraged for this project?

c. What information does KY LRC want to track related to letters received from constituents?

A82. The LRC does not have an enterprise responsible for sending physical mail letters. The LRC does not have a Document Management System. Tracking should include but limited to name, contact information, date, purpose of the letter, and any bill, resolution, amendment, issue, public policy or other topic contained in the letter.

Q83. Could you please provide details on the number of emails and SMSs expected to be sent and received per month?

A83. No additional information available.

Q84. The RFP states "Auto-reply options” is a desired feature. Can you please further elaborate on this requirement? Do automatic replies need to be sent based on certain actions/events taken by constituents on the LRC user interface or in response to email replies received from constituents?

A84. Both actions and events from constituents/legislators as well as any email received from constituents. To be established as part of the statement of work contained in the contract with the successful vendor.

Q85. The RFP states “Create and customize constituent surveys using drag-and-drop design and produce reports with simple graphics to view results” is a desired feature. Can you please clarify if the surveys need to be embedded in the LRC user interface or do the surveys also need to be distributed via email and/or SMS?

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A85. To be established as part of the statement of work contained in the contract with the

Q86. What is LRC current Security capabilities/tools in place? Do you have any preference for Security tools or restrictions for any specific tool/technology?

A86. No additional information available. Please review the RFP.

Q87. Can you please provide more clarity on the evaluation criteria and possible maximum score for each?

A87. Section 9.00 Technical Proposal Evaluation states “The LRC will evaluate the proposal based on the technical portion of the Evaluation Criteria. Each Offeror is responsible for submitting all relevant, factual and correct information. Past Offeror Performance may be considered in the award of this Contract. Offerors with a record of poor performance in the last twelve (12) months may be found ineligible for award.”

The Director of the Legislative Research Commission (LRC) will conduct a comprehensive and impartial evaluation of all responsive proposals to this RFP to determine the proposal representing the best value for the LRC.

Q88. The RFP states 'Proposed Customer Service Support options' as one of the criteria. Can you please elaborate the requirements for Customer Service Support?

A88. No additional information available. Please review the RFP.

Q89. Will LRC consider a 2-weeks extension for vendors to put together a comprehensive proposal and a complete response to the RFP requirements?

A89. Extensions will not be granted at this time.

Q90. Is there a specific cost proposal format that LRC requires? If yes, then can you please provide the format/template?

A90. Specific cost format is not required. Provide a detailed projection of cost options based on approximately 150 users.

Q91. Can you please provide some details on how is this project being funded and the budget allocated for this?

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A91. Disclosure of budget information is not allowable while the solicitation is active. Budget

Q92. Will LRC provide an estimate on how much it has planned for project implementation and yearly operations?

A92. LRC declines to provide planned project implementation and yearly operational information.

Q93. Will LRC provide its anticipated timeline for implementation?

A93. Install, migration of data, and training for staff complete on or about December 1, 2023.

Addendum 1

May 1, 2023

This addendum is to update Section 8 with Affidavit links and proposal submission email address.

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Personal Service Contract Standard Terms and Conditions Revised January 2023

Whereas, the first party, the state agency, has concluded that either state personnel are not available to perform said function, or it would not be feasible to utilize state personnel to perform said function; and Whereas, the second party, the Contractor, is available and qualified to perform such function; and Whereas, for the abovementioned reasons, the state agency desires to avail itself of the services of the second party;

NOW THEREFORE, the following terms and conditions are applicable to this contract:

1.00 Effective Date

This contract is not effective until the Secretary of the Finance and Administration Cabinet or his authorized designee has approved the contract and until the contract has been submitted to the Legislative Research Commission, Government Contract Review Committee (“LRC”). However, in accordance with KRS 45A.700, contracts in aggregate amounts of $10,000 or less are exempt from review by the committee and need only be filed with the committee within 30 days of their effective date for informational purposes.

KRS 45A.695(7) provides that payments on personal service contracts and memoranda of agreement shall not be authorized for services rendered after government contract review committee disapproval, unless the decision of the committee is overridden by the Secretary of the Finance and Administration Cabinet or agency head, if the agency has been granted delegation authority by the Secretary.

2.00 Renewals

Upon expiration of the initial term, the contract may be renewed in accordance with the terms and conditions in the original solicitation. Renewal shall be subject to prior approval from the Secretary of the Finance and Administration Cabinet or his authorized designee and the LRC Government Contract Review Committee in accordance with KRS 45A.695 and KRS 45A.705, and contingent upon available funding.

3.00 LRC Policies

Pursuant to KRS 45A.725, LRC has established policies which govern rates payable for certain professional services. These are located on the LRC webpage https://apps.legislature.ky.gov/moreinfo/ Contracts/homepage.html and would impact any contract established under KRS 45A.690 et seq., where applicable.

4.00 Choice of Law and Forum

This contract shall be governed by and construed in accordance with the laws of the Commonwealth of Kentucky. Any action brought against the Commonwealth on the contract, including but not limited to actions either for breach of contract or for enforcement of the contract, shall be brought in Franklin Circuit Court, Franklin County, Kentucky in accordance with KRS 45A.245.

5.00 EEO Requirements

The Equal Employment Opportunity Act of 1978 applies to All State government projects with an estimated value exceeding $500,000. The contractor shall comply with all terms and conditions of the Act.

6.00 Cancellation

The Commonwealth shall have the right to terminate and cancel this contract at any time not to exceed thirty (30) days' written notice served on the Contractor by registered or certified mail.

7.00 Funding Out Provision

The state agency may terminate this contract if funds are not appropriated to the contracting agency or are not otherwise available for the purpose of making payments without incurring any obligation for payment after the date of termination, regardless of the terms of the contract. The state agency shall provide the Contractor thirty (30) calendar days’ written notice of termination of the contract due to lack of available funding.

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2300000346 Customer Relationship Management Services https://apps.legislature.ky.gov/moreinfo/Contracts/homepage.html

8.00 Reduction in Contract Worker Hours

The Kentucky General Assembly may allow for a reduction in contract worker hours in conjunction with a budget balancing measure for some professional and non-professional service contracts. If under such authority the agency is required by Executive Order or otherwise to reduce contract hours, the agreement will be reduced by the amount specified in that document. If the contract funding is reduced, then the scope of work related to the contract may also be reduced commensurate with the reduction in funding. This reduction of the scope shall be agreeable to both parties and shall not be considered a breach of contract.

9.00 Authorized to do Business in Kentucky

The Contractor affirms that it is properly authorized under the laws of the Commonwealth of Kentucky to conduct business in this state and will remain in good standing to do business in the Commonwealth of Kentucky for the duration of any contract awarded.

The Contractor shall maintain certification of authority to conduct business in the Commonwealth of Kentucky during the term of this contract. Such registration is obtained from the Secretary of State, who will also provide the certification thereof.

Registration with the Secretary of State by a Foreign Entity Pursuant to KRS 45A.480(1)(b), an agency, department, office, or political subdivision of the Commonwealth of Kentucky shall not award a state contract to a person that is a foreign entity required by KRS 14A.9-010 to obtain a certificate of authority to transact business in the Commonwealth (“certificate”) from the Secretary of State under KRS 14A.9-030 unless the person produces the certificate within fourteen (14) days of the bid or proposal opening. Therefore, foreign entities should submit a copy of their certificate with their solicitation response. If the foreign entity is not required to obtain a certificate as provided in KRS 14A.9-010, the foreign entity should identify the applicable exception in its solicitation response. Foreign entity is defined within

KRS 14A.1-070.

For all foreign entities required to obtain a certificate of authority to transact business in the Commonwealth, if a copy of the certificate is not received by the contracting agency within the time frame identified above, the foreign entity’s solicitation response shall be deemed non-responsive, or the awarded contract shall be cancelled.

Businesses can register with the Secretary of State at https://onestop.ky.gov/Pages/default.aspx

10.00 Invoices for fees

The Contractor shall maintain supporting documents to substantiate invoices and shall furnish same if required by state government. The invoice must conform to the method described in Section V of this contract.

Pursuant to KRS 45A.695, no payment shall be made on any personal service contract unless the individual, firm, partnership, or corporation awarded the personal service contract submits its invoice for payment on a form established by the committee.

*Invoice form is available on the Legislative Research Commission, Government Contract…