USHMM RFP 95476724C1692 Customer Relationship Manager PILOT_04292024.pdf

REQUEST FOR PROPOSALS (RFP)

FOR

CUSTOMER RELATIONSHIP MANAGER PILOT

USHMM RFP #95476724C1692

DEADLINE FOR QUESTIONS: 05/09/2024 5:00PM EST

Mandatory Pre-Bid Conference (virtual via Zoom): 5/13/2024 2:00 - 2:30 EST

DEADLINE FOR QUESTIONS PERIOD: 05/15/2024 5:00PM EST

DEADLINE FOR PROPOSAL SUBMISSION: 06/07/2024 5:00 EST

Questions and Proposals to be e-mailed to: MAGREEN@ushmm.org

The United States Holocaust Memorial Museum, (hereafter referred to as “The Museum” or “USHMM”), is currently seeking a contractor to provide a Pilot Customer Relationship Manager solution.

Purpose:

In 2011, USHMM launched a CRM system. The original intent: a system that would eventually serve the whole institution. However, the system primarily serves the Development and Membership teams and does not support the program offices’ needs. And lacks the functionality and sophistication that these teams will need in the long term.

The Museum has been in the midst of a multi-year strategic planning exercise. As a result of this, program offices have clearer use cases and ideas for how to use a CRM to support their goals of growth in target audiences. The Jack, Joseph, and Morton Mandel Center for Advanced Holocaust Studies (“the Mandel Center”) has spent several years developing a comprehensive CRM strategy and would like to begin testing and using a system in order to track progress towards their completed strategic plan.

At the same time, we don’t want to build a system that only serves one office within the institution.

So we want to identify a system that could scale to ultimately serve the whole institution - five program offices, robust development and marketing operations, and other stakeholder-facing teams.

This would require integration with multiple systems and potentially mobile functionality in the future.

Background:

Currently the Museum has deployed the Portfolio system by Amergent. It currently holds 1.2 million contacts, primarily relationships held by Development. We understand from the technology company that it will not be an ongoing priority to further build out the system, and it lacks the functionality desired by our Development (fundraising) team.

The Portfolio solution was deployed in 2014. Its main objective was to support the Membership and Development departments and other departments actively who collect and interact with constituent information. Up until that point, those contacts and interactions were stored in siloed data systems.

The Museum sought a solution that would hold all constituent information. All constituents such as constituents, donors, members, and prospective donors are institutional assets, and information collected by USHMM employees about these constituents needed to be systematically captured to preserve institutional knowledge.

The system was developed and though targeted for Museum-wide use and adoption, mostly focused on Marketing and Development. There has been limited or no use or adoption by the Museum’s

Program Offices.

The Mandel Center has collected thousands of contacts over time and has not been able to coalesce them into a single system that allows them to track those constituents and their various relationships.

These constituents might be part of the greater Museum’s constituents or might be unknown constituents outside of the Mandel Center.

The initial phase of the project would be to begin with the Mandel Center, collect their constituents, relationships, tags, workflow, and reporting to support their needs. The system should be designed and implemented in a way that allows for expansion across other parts of the Museum.

Statement of Work:

Initially, our approach for The Mandel Center is a simpler scope based on this set of requirements:

● Collect and maintain active ongoing relationships, interactions with contacts and capture and maintain data regarding them

● Capture interactions with those contacts and the Mandel Center through their engagement with this office and its programs (seminar participant, researcher, academic committee, etc) -resulting in a clear view of how our participants are shaped by their interactions with us

● Tag those interactions by type

● Report on data in order to get a clearer picture of stakeholder journeys and relationships within the Mandel Center

○ Allow us to identify contacts based on attributes for specific use cases (see attachment A - Boston College)

● Improve data accuracy through standardized inputs and workflows

● Minimize manual, duplicative and repetitive processes (e.g. replace 50 spreadsheets tracking contacts and interactions)

● Ability to have user-defined fields - we want a largely off-the-shelf system that we can customize at the field level (not customize the solution)

● Intuitive design that is straightforward and easy to navigate

● We anticipate the following licensing and data requirements; however, these numbers will ebb and flow over time, with greater needs at the institutional level to be defined.

● Max 8 super users

● Access by 30 users

● No more than 10,000 contact records initially

● See Attachment B for a list of user stories

The Museum would like to identify a system that has the following capabilities:

● Collect and maintain contacts

● Capture interactions with those contacts and the Museum through a full lifecycle and across multiple touchpoints, engagements and intersections with the museum (donor, seminar participant, researcher, etc) - a 360 degree view of our contacts

● Tag those interactions by type

● Report on data in order to get a clearer picture of stakeholder journeys and relationships, including eventually managing our donor pipeline

● Ability to simply personalize, manage and track communications and engagements with stakeholders

● Intuitive design that is straightforward, easy to navigate

● Allow us to identify contacts based on attributes for specific use cases (for example, someone who engaged with the Museum as a scholar who later attended an event and expressed interest in donating to the Museum)

● In addition to wanting a view of individuals, the Museum wants to have a better overall, institutional-level view of our stakeholders - who they are, what matters to them, what inspires them to various types of engagement and actions

● Improve data accuracy through standardized inputs and workflows

● Minimize manual, duplicative and repetitive processes

● Track online and offline donations

● Ability to have user-defined fields - we want a largely off-the-shelf system that we can customize at the field level (not customize the solution)

● Ideally, ability to add mobile functionality in the future if needed

1.0 CRM Solution Requirements and Evaluation:

Phase 1: Sandbox setup to include requirements listed above for the Mandel Center

● The Museum would like a sandbox to evaluate the product’s ability to create forms, ingest data and manage relationships of contacts and their interactions

○ Consideration for a free or non-profit rate is preferred

○ Ability to use this tool for a minimum of one year

○ Professional services may be provided as part of the initial set-up

Phase 2: We will select a vendor to move forward for a minimum one-year pilot with the Mandel Center and potential expansion to the institutional level

● After the evaluation period, the Museum will select the product best suited to meet its needs based on the product’s ability to meet the requirements specified above

● Vendors will provide pricing for a potential extension of one base year plus nine additional years to support the CRM

● We anticipate that the original contract for build/support of the system will be one year after the setup is complete for the Mandel Center

● The ongoing software licensing will have option years for a total contract period of up to ten years (base year plus nine option years)

● We want to have the option in our contract to execute additional work for other Museum offices (program offices, development, marketing, constituency affairs); the ability for licensing to ebb and flow

2.0 Performance Objectives:

● System is able to implement user stories and workflow processes as outlined in attachment B

● Ability of the system to perform our required uses (tracking, reporting, communications/engagement)

● Development of a project assessment and deliverable timeline with a specified schedule with the delivery of Mandel system requirements at the end of the initial contract period

● A mapping of system functions to capabilities, whether workflow, data entry or reporting

● Report on progress on a bi-weekly basis to Institution project owner and Mandel project owner

3.0 Key Deliverables / Schedule:

Item No.

Deliverable Objective Due/Format

1 Proposed Project Plan

Defining the responsibilities, timeline, risks, and milestones of contract objectives.

No later than five (5) business days after contract award

Via email to COR

2 Project Mapping Technical approach to meet the Mandel Center requirements for the initial contract period

No later than thirty (30) business days after contract award

Via email to COR

3 Weekly Status Report

Report documenting tasks & issues

Weekly, every Friday, by 3:00 pm (EDST) unless until the contract expires

Via email to COR

4 Monthly Status Report

Monthly report documenting The 5th day of each month

Via email to COR

4.0 Operating Constraints:

● The United States Holocaust Memorial Museum will maintain all rights to data stored within the system and the provider will have no rights or access to Museum data.

Instructions to Offerors Each Offeror shall submit a written proposal which:

1. Confirms and conveys the Offeror’s understanding of and upon award commitment to fulfill all Requirements.

2. Describes the Offeror’s proposed approach for fulfilling all Requirements, including:

a. material tasks/services to be undertaken;

b. interim deliverables to be provided;

c. internal resources (personnel, equipment, proprietary technology, etc.) the

Offeror will use;

d. any Museum resources (e.g., personnel, property, intellectual property, etc.) the

Offeror will want to access;

e. the Offeror’s methodology for performing these tasks/services, and

f. any management controls (i.e., warranty, risk management, and/or other quality assurance) Offeror attaches to its performance.

3. Include a timetable/schedule identifying all major performance milestones necessary to fulfill the Requirements.

4. Incorporates relevant work product samples (if applicable, and only for material deliverables).

5. Itemizes Offeror’s pricing and preferred payment schedule each in a manner appropriate to the proposed solution.

a. Fully itemized as fully-loaded, firm-fixed, billable in a manner appropriate to Offeror's proposed solution:

● Phase 1 (Sandbox): Period of Performance - Aug 1, 2024 - Jul 31, 2025

● Phase 2 (Pilot): Period of Performance - Aug 1, 2025 - Jul 31, 2026

● Base Contract: Period of Performance - Aug 1, 2026 - Jul 31, 2027

b. Optional Year contract pricing: The Museum reserves the right to negotiate pricing for outlying years based on current Scope of Works.

● Option Year I - III: Period of Performance - Aug 1, 2027 - Jul 31, 2030

● Option Year IV - VI: Period of Performance - Aug 1, 2030 - Jul 31, 2033

● Option Year VII - IX: Period of Performance - Aug 1, 2033 - Jul 31, 2036

c. Proposed Payment Schedule.

6. Contractor shall designate a project manager, who will be the main point of contact for USHMM for the Contract.

a. The following person shall be contracted in the event of award for prompt Agreement notification and administration concerning specifications, schedules, and other necessary Agreement matters:

(Name)______________________ (Title) ______________________ (Street Address) ______________ (City, State, Zip) ______________ (Telephone No.) ______________ (E-mail address) _____________

b. Key Personnel & Subcontractors.

i. Contractor shall include the subcontractor(s) and key personnel to be assigned under this Agreement. (Offerors shall provide this information in their technical proposal.)

ii. Contractor shall not remove the Key Personnel assigned to this project without the consent of USHMM. Contractor also will not remove such Key Personnel until he/she is replaced with a person/firm of equal or higher qualifications.

iii. Contractor shall not enter into any subcontracts other than those identified for any of the work under this Agreement without obtaining the prior written approval of the Contracting Officer (CO).

c. Qualifications of Contractor Personnel and Minimum Experience.

i. Contractor shall ensure that staff and/or subcontractors dedicated to this project other than those Key Personnel defined above have the skills and experience level as described in Contractor's Proposal. The service categories provided by the Contractor in performance of this Agreement shall embrace all critical services described in this contract. All Contractor personnel assigned to this Agreement are subject to USHMM review in accordance with the provided level of qualifications.

ii. USHMM shall reserve the right to recommend dismissal of a Contractor's employee or subcontractor whose performance is detrimental to the satisfactory completion of contractual obligations. In addition, Contractor personnel found unacceptable by USHMM at any time shall be removed from performing under this Agreement. The CO shall deliver such notification in writing to the Contractor.

d. Suitability. For those personnel who will need access to Museum property, information, and data, full contractor suitability requirements will be provided prior to award, but could include any or all of the following: criminal history check conducted by running fingerprints submitted to the Museum through the FBI;

verification of US citizenship or in some cases green card or work permit, employment references, and/or credit rating. Notwithstanding the effective date of the Contract, Museum shall preclude affected personnel from beginning performance hereunder until cleared for work, and Contractor shall be solely liable for any performance delays and lost billables attributable to Museum review of personnel still uncleared as of the Contract's effective date.

7. Provides name(s) and contact information for each of Offeror’s five (5) most recent clients in conjunction with three (3) references from similar contracts executed in the past three (3) years.

8. Demonstrates a minimum of three (3) years’ experience in providing goods or services substantially similar to the Requirements

9. Solicitation Incorporates by Reference FAR 52.212-1, 52.212-4. FAR 52.212-3 and 52.212-5. If the Offeror is Currently active On GSA Schedule, USHMM will consider using the Offeror’s GSA Terms and Conditions over the incorporated Terms and Conditions herein.

a. Use of Museum Name: Contractor shall not use the name of USHMM in any news release, public announcement, advertisement, or any other form of publicity, or disclose any of the terms of this Agreement to any third party without the prior written consent of USHMM.

b. Contractor shall not use USHMM's name, trademarks, or any other language, pictures, or symbols that could, in USHMM's judgment, imply USHMM's identity or endorsement by USHMM or any of its employees in any (1) written, electronic, or oral advertising or presentation or (2) brochure, newsletter, book, electronic database, or other written material of whatever nature, without USHMM's prior written consent.

c. Inclusion of Section. Contractor shall include the terms of this Section ("Use of Museum Name") in any contracts with other parties providing services related to the performance of this Agreement, such as but not limited to subcontractors.

All responses to this RFP shall be emailed on or before 5:00 p.m. EST on June 7, 2024 to:

Email Address for submission:magreen@ushmm.org Subject line: Proposal in Response to USHMM RFP# 95476724C1692

Any email response sent to an email address other than that listed in the solicitation may not be considered. Offerors bear sole responsibility for proper and timely delivery. Proposals sent via email transmission should be free of additional brochures or fanfare that is not specifically requested in this Request for Proposal.

The Museum reserves the right to reject or cancel any or all proposals, to waive any informalities in any proposal, to award any whole or part of a proposal, and to select for award the Offeror whose proposal is, at the sole discretion of the Museum, determined to be in the best interest of the Museum.

Evaluation Factors for Award

Offerors will be evaluated for selection on the basis of those most qualified to meet the requirements of this RFP. Major criteria to be considered in the evaluation may include, but shall not necessarily be limited to, the items referred to above and those set forth below.

1. The overall merit of Offeror’s proposed solution.

2. The Offeror’s ability, capacity, and skill to fully and satisfactorily provide the Requirements.

3. The quality of Offeror’s performance on comparable and/or similar projects.

4. The Offeror’s level of experience in working with similar institutions to the Museum.

5. Reasonableness/competitiveness of proposed fee and/or benefits to the Museum, although the Museum is not bound to select the Offeror who proposes the lowest fees or most benefits for services. The Museum reserves the right to negotiate fees and/or benefits to the Museum with the selected Offeror.

6. The Offeror’s responsiveness to and compliance with the Requirements and terms and conditions.

7. Determination that the selected Offeror has no contractual relationships which would result in a conflict of interest with the Museum.

8. Whether the Offeror can provide the services and/or items in a prompt and timely fashion.

Questions

All inquiries for information regarding this procurement, any procedures and/or proposal submission, shall be directed to Mary Green, via email at magreen@ushmm.org.

There shall be a mandatory Pre-Bid conference on Monday, May 13, 2024 at 2:00 - 2:45 PM EST for potential Offerors to learn about the Museum’s needs and deliverables pertaining to this project. Please forward your interest in attending the Pre-bid conference to MAGREEN@ushmm.org by Friday, May 10, 2024, 12:00 PM EST.

mailto:magreen@ushmm.org mailto:MAGREEN@ushmm.org

The USHMM will be hosting system demonstrations for down selected Offerors tentatively commencing on or before June 17, 2024 ending June 25, 2024, the schedule will be released at a later date once the Questions and Answer period has ended. The last date for questions hereunder shall be 5:00 PM est on May 15, 2024.

Museum reserves the right to answer questions in the form of a written addendum issued to all prospective offerors.