SP_DASOBO-69438_InMomentSurveyPlatformSW_ODFW_Approved.pdf

SP_DASOBO-69438 Page 1 of 6 InMoment Experience Improvement (XI) Survey Platform SW Subscription

REQUEST FOR SPECIAL PROCUREMENT No. REQ-DASOBO-00069438

PART A. Requesting Agency must complete Items 1 through 13.

1. Requesting Agency Name: Oregon Department of Fish and Wildlife

2. Date of Request: 3/28/2024 3. Agency Number: 63500

4. Agency Contact Name: April Brenden-Locke 5. Phone: 503-507-2613

6. Type of Request: Class Special Procurement _X_ Contract-specific Special Procurement

7. Time Period Requested: From: 7/1/2024 To: 7/1/2026

8. Total Estimated Cost: $65,280

9. Title: Supplies and/or Services to be Acquired:

InMoment Experience Improvement (XI) Platform Survey Software Subscription

10. Request, Background, Current Need, and Proposed Contracting Procedure:

a. Request:

Oregon Department of Fish and Wildlife (“ODFW”) requests approval of this Special Procurement Request #DASOBO-00069438 (“SP”) to direct award and issue a contract (the “Contract”) with InMoment, Inc. (“Contractor”) for its InMoment Experience Improvement (XI) Platform Survey Software (“Software”) Subscription, originally MaritzCX Platform. The Contract Term will be 2-years, July 1, 2024

– June 30, 2026.

b. Background:

Use of the Software in Business Context The mission of ODFW is to protect and enhance Oregon's fish and wildlife and their habitats for use and enjoyment by present and future generations. A critical aspect of ODFW’s work is engaging with its customers and stakeholders, who interact with the agency’s 70+ programs for various purposes, such as purchasing licenses, reporting wildlife-human conflicts, applying for grants, engaging in and contributing to regulatory changes, and participating in local projects. These customer and stakeholder groups are extensive and varied. One such group is ODFW’s licensing customers, consisting of over 700,000 people who use ODFW’s Electronic Licensing System to make purchases each year. Recreational hunting and fishing licenses account for approximately $127 million, or 35%, of ODFW’s revenue for the 2023-2025 biennium.

ODFW has used the Software since 2012 to conduct business-critical recurring surveys to engage with stakeholder groups, such as customer service surveys for legislatively required Key Performance Measures and agency Quarterly Business Review metrics. Additionally, ODFW’s Budget & Economic Analysis program conducts and analyzes various surveys to support ODFW’s programs in fulfilling the agency’s mission and to provide information that guides agency business decisions. Surveys include customer purchasing behavior and preferences, Oregonians’ perceptions and values of fish and wildlife resources, SP_DASOBO-69438 Page 2 of 6 and employee engagement. The Software stores past surveys for reuse in subsequent years, ensuring continuity and enabling data analysis.

Procurement History In 2012, ODFW purchased Software user licenses through price agreement #6187 (the “PA”) issued by Oregon Department of Administrative Services (“DAS”). Under the PA, DAS maintained the ‘Enterprise Survey and Analysis Platform’ and agencies such as ODFW procured user licenses (i.e., Administrative license; Analyst license; Reader license) through Service Orders issued under the PA. This arrangement was in place 2012-2023.

March 30, 2023, ODFW was informed by DAS that the PA would expire on June 30, 2023, and would not be extended, nor would DAS maintain the ‘Enterprise Survey and Analysis Platform’ thereafter. Given that ODFW’s user licenses extended beyond the PA expiration date, the contractor, MaritzCX Research LLC, now InMoment, Inc., implemented a new platform specifically for ODFW.

ODFW’s user licenses will expire on June 30, 2024.

c. Current Need:

Since the PA expired, ODFW has faced resource challenges that have hindered its ability to conduct market research necessary for informing the development of a new survey platform procurement.

However, a project request has been submitted to the ODFW governance body and the ODFW procurement office anticipates issuing a new survey platform solicitation Q4 2024 or sooner.

Through this SP, ODFW seeks to establish the Contract for continued Software Subscription services through June 30, 2026, which will allow time for it to complete a new competitive procurement process and maintain its Budget & Economic Analysis program’s ability to deliver required survey services in the interim.

The Contract deliverables will consist of continued use of the Experience (XI) Survey Platform and related items as detailed below:

1. XI Package: XI Platform Base (Team)

2. Applications:

a. Survey Builder. Contractor description: Author and deploy engaging conversational surveys to solicit feedback from target segments. Collect feedback, track response trends, delivery success, performance, and experience metrics.

b. Text Analytics Manager – Industry model (General). Contractor description: Tune and customize tag rules to uncover new themes for your brand. Layer new tags on top of industry category sets to gain deeper, tailored insights from unstructured data.

c. Standard Reporting. Contractor description: Automated reports and dashboards providing insights into survey responses, invitation performance, program summary and metrics reporting.

d. Data Exploration. Contractor description: Search and filter all types of feedback and unstructured data for topics of interest, and explore comments by segment, sentiment, subject matter, keyword, and more.

e. Moments. Contractor description: Mobile application providing a real-time feed of curated feedback results specific to user role and responsibility, enabling on the go insights and rapid action.

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3. Users:

1 Admin Users 1 Analyst Users

4. Services: Access to Production Support Services, User Guides, Reference Materials, and Training Resources.

Estimated Costs

Description Term Estimated Cost Experience Intelligence XI Survey Platform + deliverables

2 years (07/1/24-6/30/26) $65,280

d. Proposed Contracting Procedure:

1. As required by Oregon Administrative Rule (“OAR”) 125-247-0287, ODFW will issue a public notice (the “Notice”) of the approved SP on OregonBuys for a period of seven (7) calendar days.

2. The Notice will include provisions that any affected party may protest the approval of the SP.

3. DAS will respond to and resolve all protest(s), if any.

4. If no protests to this SP are received or sustained, ODFW will proceed with directly awarding and issuing the Contract as set out in Sections 10.a and 10.c above.

5. ODFW will engage with DAS Enterprise Information Services (“EIS”) and obtain its endorsement prior to issuing the Contract, as required.

11. Justification for use of Special Procurement: Describe the circumstances that justify the use of a Special Procurement. Attach relevant documentation.

ODFW has used the Software since 2012 for the conduct of recurring, business-critical surveys. Given the short notice provided to ODFW regarding expiration of the PA, and coupled with its internal resource challenges, ODFW has not been positioned to undertake a procurement process for a new survey platform.

However, with approval of the project request submitted to ODFW’s governance body, ODFW’s procurement office anticipates issuing a formal solicitation on OregonBuys in Q4 2024. The short term (2-year), direct award Contract requested in this SP will support ODFW’s continued business needs in the interim.

12. Findings to Satisfy the Required Standards: This proposed special procurement:

__X___ (a) will be unlikely to encourage favoritism in the awarding of public contracts or to substantially diminish competition for public contracts because:

• ODFW procured its Software license Subscription through the DAS-issued PA, which was established through a competitive process conducted on ORPIN, the State’s previous eProcurement system of record, and which held a roster of 40,000+ suppliers. Furthermore, ODFW followed the requirements of OAR 125-247-0200, Buy Decision and Methods of Source Selection, which provides, in part, “(2) Priority. Agencies must make their Buy Decision in the priority order set forth in subsections (a) through (d) and in accordance with applicable law (Priority).” The Priority establishes the use of Statewide Department Price Agreements before going to the open market.

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• There is insufficient time to conduct a formal solicitation, award, negotiate and issue a contract, and possibly implement a new software system to the benefit of ODFW, its customers and stakeholders before the current Software Subscription expires on June 30, 2024.

• If required, a procurement for an interim, 2-year contract will disrupt many ODFW services and introduce several other issues such as:

o An interim software tool would likely not meet ODFW’s needs ‘out of the box’ and would require some degree of customization, which will add more time.

o All recurring surveys currently stored in the existing Software would have to be recreated in the interim software system and, again, add more time.

o The vending community would likely not find a $65,000 temporary, bridge contract with no opportunity to provide longer-term services appealing and result in a failed procurement.

• ODFW is undertaking a new procurement process for a survey platform.

o ODFW has scheduled requirements gathering in Q3 2024.

o ODFW, again following the Buy Decision (OAR 125-247-0200), will issue a Request for

Quote (“RFQ”) in Q4 2024 (est.) to all statewide Price Agreement cloud solution vendors offering survey platforms.

o If there are no cloud solution vendors available through a statewide Price Agreement that can meet ODFW’s requirements, ODFW will develop and issue a Request for Proposals (“RFP”) using an intermediate procurement process.

o If the quoted prices from the RFQ or RFP exceed $250,000, ODFW will submit a requisition to DAS to conduct a formal procurement on its behalf for a new survey platform. The formal procurement be developed to encourage maximum competition and will be conducted on OregonBuys, which currently holds a roster of 27,954 suppliers (aka vendors).

and

______ (b)(i) will result in substantial cost savings to the contracting agency or to the public because:

or

_X__ (b)(ii) will otherwise substantially promote the public interest in a manner that could not practicably be realized by complying with the requirements of ORS 279B.055, 279B.060, 279B.065, or 279B.070, or any rules adopted thereunder because:

• The continued, uninterrupted use of a survey software platform that meets ODFW’s needs is essential for making leadership and business decisions that impact natural resource management, policy development, and customer service. The likelihood of an interim tool not meeting ODFW’s current needs would be high, as there would not be enough time to conduct adequate requirements gathering before initiating a solicitation.

• ODFW is the sole authority for issuing hunting and fishing licenses and tags for the State of Oregon,1 with 35% of its biennial revenue stemming from these licenses and tags purchased by over 700,000 customers annually. ODFW’s continued access to a comprehensive survey platform is not only vital

1 With the exception of tribal hunting and fishing licenses and tags.

https://secure.sos.state.or.us/oard/viewSingleRule.action;JSESSIONID_OARD=6HNc7ItIbB-3P2URNgM2e9XtJNHEyqnfXbs4YgigLZF97QA1czJU!-1255277504?ruleVrsnRsn=309617

SP_DASOBO-69438 Page 5 of 6 for addressing these customers’ needs and concerns effectively but also in fulfilling legislatively required key performance measures analyses and reporting.

• Implementing an interim tool would require significant staff time and would be disruptive to ODFW business operations. Additionally, these efforts would need to be repeated when transitioning to the long-term solution in 24 months. For example, all recurring surveys currently saved in the existing Software would have to be recreated in an interim tool. ODFW’s Budget & Economic Analysis program has already invested substantial staff time working with the Contractor to ensure the proper implementation of the current Software Platform. Continuing with the current Software Platform as an interim solution will optimize efficiency within ODFW’s business operations and significantly serve the public’s best interests.

13. Signature: The actual signature of the Agency Head or designee (e.g., Designated Procurement Officer) is not required on the Request if it is submitted through OregonBuys. Agency may elect to attach a signed Request.

Signature: e.g. Electronically in OregonBuys _________________ Type Name: Date:

SP_DASOBO-69438 Page 6 of 6

PART B. The Department of Administrative Services completes Part B.

STATUTORY AND RULE AUTHORITY:

ORS 279B.085(2) states the Director of the Department of Administrative Services may approve a special procurement if the Director finds that a written request submitted under ORS 279B.085(4) demonstrates that the use of a special procurement as described in the request, or an alternative procedure prescribed by the Director will:

(a) Be unlikely to encourage favoritism in the awarding of public contracts or to substantially diminish competition for public contracts; and (b)(A) Result in substantial cost savings to the contracting agency or to the public; or

(B) Otherwise substantially promote the public interest in a manner that could not practicably be realized by complying with requirements that are applicable under ORS 279B.055, 279B.060, 279B.065 or 279B.070 or under any rules adopted thereunder.

OAR 125-246-0170 delegates the authority of the Director of the Department of Administrative Services to approve special procurements to the State Chief Procurement Officer. OAR 125-247-0285 through 125- 247-0288 implement ORS 279B.085.

OAR 125-247-0700(2) Protests and Judicial Review of Special Procurements designates the State Chief Procurement Officer as the Contract Review Authority.

FINDINGS: The findings are accepted, adopted, and incorporated by reference herein.

CONDITIONS OF APPROVAL:

1. Notice Period. The Authorized Agency shall post the Public Notice on OregonBuys. The Special

Procurement may not be used until after the completion of the seven (7) day notice period required pursuant to OAR 125-247-0287(4), and either:

a. No Written protests are received by the Contract Review Authority, State Chief Procurement Officer, from an Affected Person in response to the notice, or

b. If any protest is received during the notice period, then not until:

i. the State Chief Procurement Officer or delegate issues a written disposition of the protest in accordance with ORS 279B.400 and OAR 125-247-0700 and OAR 137-047-0700, and

ii. confirms in writing the first possible date of use of the Special Procurement.

2. ORS 279A.165 Requirements. Authorized Agency shall comply with the requirements of ORS

279A.165 and OAR 125-247-0287(12) regarding a report about this Special Procurement. Agency shall use a form and follow the instructions provided by the State Chief Procurement Officer or delegate.

3. Authorized Agency shall comply with all Enterprise Information Services (“EIS”) conditions and requirements prior to contract execution, if any.

APPROVED:

Jay Jackson, Procurement Policy Officer Date Department of Administrative Services

05/11/2024