SOURCES_SOUGHT_-_Omnichannel_Customer_Communication_SW.pdf

SOURCES SOUGHT ANNOUNCEMENT

The Defense Commissary Agency is seeking sources for a Software as a Service (SaaS) cloud solution for the Defense Commissary Agency (DeCA) to serve as an Omnichannel Customer Communication System, including customer relationship management (CRM) and multichannel marketing capabilities.

INTRODUCTION:

This is a SOURCES SOUGHT TECHNICAL DESCRIPTION to determine the availability and technical capability of businesses to provide the required products and/or services. DeCA’s market research will assist the Agency in identifying interested and capable sources.

DeCA is seeking information for potential sources to provide DeCA a SaaS cloud solution for omnichannel customer communication, including CRM and multichannel marketing. DeCA will modernize and strengthen its ability to engage with customers, build relationships with them and gain insights from this. The solution shall include initial system configuration support, training to super-users and customer service representatives at DeCA headquarters and provide continued system support over the lifecycle of the service.

DISCLAIMER:

THIS SOURCES SOUGHT IS FOR INFORMATIONAL PURPOSES ONLY. THIS IS

NOT A REQUEST FOR PROPOSAL. IT DOES NOT CONSTITUTE A

SOLICITATION AND SHALL NOT BE CONSTRUED AS A COMMITMENT BY

THE GOVERNMENT. RESPONSES IN ANY FORM ARE NOT OFFERS AND THE

GOVERNMENT IS UNDER NO OBLIGATION TO AWARD A CONTRACT AS A

RESULT OF THIS ANNOUNCEMENT. NO FUNDS ARE AVAILABLE TO PAY

FOR PREPARATION OF RESPONSES TO THIS ANNOUNCEMENT. ANY

INFORMATION SUBMITTED BY RESPONDENTS TO THIS TECHNICAL

DESCRIPTION IS STRICTLY VOLUNTARY.

CONTRACT/PROGRAM BACKGROUND:

The Marketing Directorate continues to work to modernize DeCA's communication capabilities to help DeCA better understand customers and deliver a 21st century commissary benefit.

DeCA’s current Service Cloud customer comment program captures customer feedback, allows customer service representatives to coordinate and send responses to customers and provides representatives with a Knowledge Base containing standard answers.

Customers submit digital, social, hard copy or telephone comments to the centralized database or program manager. The system receives approximately 6,000 requests per year.

HQC007-19-Q-0006

The Service Cloud currently provides the ability to report, track and manage customer comments, including building customer profiles. It also allows DeCA to build and maintain online communities of internal or external customers.

DeCA’s current Marketing Cloud program helps the Agency gather more insights on customers and build richer customer profiles so DeCA can deliver highly relevant, localized and personalized messages to customers. It does this by utilizing modernized technology for integrated marketing, including social media and email, through a Software as a Service (SaaS) delivery model.

This program also allows DeCA to engage in advanced listening on social media and the web and track customer sentiment to further enhance the customer profiles and DeCA's capabilities for environmental monitoring and reputation management.

REQUIRED CAPABILITIES:

The Government requires a Software as a Service cloud solution that shall modernize and strengthen its ability to engage with customers, build relationships with them and gain insights from this.

For CRM, the Government envisions that this SaaS cloud solution will capture customer comments and complaints via feedback screens accessible on all common mobile devices (e.g., iOS; Android; all common web browsers (e.g., Chrome, Firefox, Safari, Internet Explorer); and social media (e.g., Twitter, Facebook, Instagram). The solution should provide the capability for DeCA to: respond to cases; track case status through the case lifecycle; provides reporting, to include dashboards and queries; build customer profiles;

relate cases, inquiries, phone, hard copy and social media to customer profiles; provide ad-hoc searches; provide role-based security, workflows and approvals; offer online communities that allow at least 1,500 internal and external users to share information and data with each other; and maintain a historical knowledge management database that is used to maintain recommended case responses and provide them to DeCA representatives working cases.

The Government envisions that this SaaS cloud solution’s multichannel marketing capabilities will include: integration with the CRM system; audience segmentation;

analytics: tracking and reporting trends and metrics; automation, including the ability to personalize and localize email content by store or postal code, without requiring advanced coding; message deliverability management and message previews by email platform; build richer customer profiles integrated with the CRM system showing a complete view of our interactions with customers, so we can learn more about them and maximize engagement; and offer interaction-driven marketing. The solution should also include all resources required to be fully capable of SMS/MMS/mobile communications;

allow advanced listening on social media and the web; and support role-based security, workflows and approvals.

The solution shall also include initial system configuration support, training (preferably at DeCA headquarters) and continued system support over the lifecycle of the service.

The SaaS solution shall reside on the contractor’s platform with Government accessibility via the cloud. The Government envisions the solution for DeCA’s omnichannel customer communication system to meet the following operational and program requirements:

1. CRM Licenses to support:

o 13 concurrent internal DeCA system users, with the capability to increase up to 20 throughout the lifecycle of the contract. The base requirement is for 3 super users and 10 customer service representatives.

o Tiered pricing for up to 10,000 annual submissions (such as tiers: 0 - 5,000; 5,001 - 7,500; and 7,501 – 10,000). The base requirement is for 0 - 5,000 annual submissions.

o Customer submissions must not require system logins, usernames or passwords.

2. Multichannel Marketing Licenses to support:

o 12 concurrent internal DeCA system users, with the capability to increase up to 20 throughout the lifecycle of the contract. The base requirement is for 3 super users and 9 users who may be editors and/or content providers

3. Omnichannel Customer Communication System Training, preferably on-site at DeCA Headquarters:

o For CRM System:

Training for all DeCA super users, to include loading of the agency’s business data elements and workflow processes to the new application.

Training for all DeCA customer service representatives, to include learning about the process for handling inquiries/comments received via social media.

o For Multichannel Marketing System:

Training for all DeCA super users, to include loading of the agency’s business data elements and workflow processes to the new application.

Training for all editors and/or content providers, particularly with respect to social media or other tools these users will employ.

4. System Configuration Support:

o Initial system configuration support to include migration of the agency’s business data elements and workflow processes to the Omnichannel Customer Communication System’s database.

o Provide automated canned and configurable reports, dashboards, and queries.

5. System Support:

o Ongoing system support throughout the lifecycle of the contract.

o Service must be available 95% of the time during business hours of 0800- 1600, Eastern Time.

SPECIAL REQUIREMENTS

Contractor personnel must meet security mandates and protect key data to include personally identifiable information (PII). Contractor personnel must also comply with DoD, DeCA and Industry security requirements and standards. Government furnished equipment (GFE) will not be provided to the contractor. The Government is responsible for hardware and software required for use by its personnel.

Contractor personnel requiring access to DeCA systems/networks must possess a favorable background investigation that is commensurate with the level of access required to perform their duties, in accordance with DoD Personnel Security policy. As a component of the U.S. Department of Defense (DoD), foreign nationals shall not have access to sensitive information to include infrastructure design, security controls, vulnerability assessments, or other similar information that would compromise/jeopardize DeCA’s or the DoD’s mission.

The following Section 508 Accessibility Standards (Technical Standards and Functional Performance Criteria) are applicable to this acquisition:

1194.21 - Software Applications and Operating Systems

1194.22 - Web Based Intranet and Internet Information and Applications

1194.41 - Information, Documentation and Support

SOURCES SOUGHT:

The anticipated North American Industry Classification System (NAICS) codes for this requirement are 541511 and the size standard is $27.5M. This Sources Sought Synopsis is requesting responses to the following criteria. RESPONSES TO THIS SOURCES

SOUGHT NOTICE/MARKET RESEARCH, MAY BE USED TO DETERMINE IF THIS

REQUIREMENT CAN BE SET-ASIDE OR PROCURED THROUGH FULL AND OPEN

COMPETITION.

SUBMISSION DETAILS:

Vendors who wish to respond to this should send responses via email NLT January 31, 2019 4:00 PM Eastern Standard Time (EST) to Heather Jarratt at heather.jarratt@deca.mil. Interested businesses should submit a brief capabilities statement package (no more than five pages) demonstrating ability to provide the supplies/services listed in this RFI. Documentation should be in bullet format. At a minimum, please provide responses to the following:

1. Name, Address, DUNS number, CAGE code, and point of contact information of your company.

2. Information on the company's small business certifications and NAICS codes, if applicable.

3. Description of your company's supplies/services that correspond with those described in this notice.

4. A description of your company's previous experience providing the solution described in this notice.

5. Any other relevant information that is not listed above which the Government should consider in finalizing its market research.

Proprietary information and trade secrets, if any, must be clearly marked on all materials.

All information received that is marked Proprietary will be handled accordingly. Please be advised that all submissions become Government property and will not be returned.

All government and contractor personal reviewing RFI responses will have signed non-disclosure agreements and understand their responsibility for proper use and protection from unauthorized disclosure of proprietary information as described 41 USC 423. The Government shall not be held liable for any damages incurred if proprietary information is not properly identified.