Appendix_A_Functional_and_Business_Requirements.xlsx
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Appendix A - Functional and Business Requirements
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| APPENDIX A: Functional / Business Requirements | ||||||||||
| The below table represents the functional and business operations needs of the USM numismatic program. The Contractor shall, at a minimum, provide all of the functional and business needs identified as a “1”. All "1" needs MUST be included in Contractors base pricing. Contractors that are unable to meet all category “1” needs will not be considered eligible for award. The USM strongly desires the functional and business needs identified as a “2”, but they are not considered minimum requirements. In Section 3.0, please identify any additional features and functions not identified Sections 1.0 and 2.0 are being proposed to the USM as part of the overall end-to-end solution (all features and functions detailed in this section MUST be included in the Contractors base pricing). In Section 4.0, please identify any optional features and functions that can be offered to the USM, but require separate pricing. Section 4.0 will not be evaluated by the Government but may be considered for inclusion in the contract. Please note, USM definitions of certain functional and business needs are annotated as a footnote marked as ["X"]. | ||||||||||
| 1.0 Functional Needs | Priority | Check One Only | Narrative Descriptions (Explain how the features, functions, and processes operate) | |||||||
| Standard (Configurable or out-of-the-box) | Customization | Not Provided | ||||||||
| 1.1 | eCommerce Web Front | |||||||||
| 1.1.1 | Multiple OS/Browser Support | 1 | ||||||||
| 1.1.2 | Product Catalog Web Site | 1 | ||||||||
| 1.1.3 | Product Information Web Pages | 1 | ||||||||
| 1.1.4 | Mobile Responsive Platform | 1 | ||||||||
| 1.1.5 | Mobile Site (.m) | 2 | ||||||||
| 1.1.6 | Mobile Application Development Support | 2 | ||||||||
| 1.1.7 | Product and Content Search | 1 | ||||||||
| 1.1.8 | Content Management Capability[1] | 1 | ||||||||
| 1.1.8.1 | Informational Content Management (only for www. catalog.usmint.gov and not www.usmint.gov) | 1 | ||||||||
| 1.1.8.2 | Product Online Catalog Management | 1 | ||||||||
| 1.1.9 | Web Design | |||||||||
| 1.1.9.1 | Initial Design and Build (html, css, java) | 1 | ||||||||
| 1.1.9.2 | Template Maintenance (html, css, java) | 2 | ||||||||
| 1.1.9 | Behavioral Marketing (e.g., Predictive Offers/Cross-sell/Up-sell) | 1 | ||||||||
| 1.1.10 | Promotions (Free S&H, discounts, coupons, buy one get one, etc.) | 1 | ||||||||
| 1.1.11 | Order Intake/Comprehensive Shopping Cart Functionality | 1 | ||||||||
| 1.1.12 | Web Analytics | 1 | ||||||||
| 1.1.13 | Implement and Maintain 3rd Party Survey Capability | 1 | ||||||||
| 1.2 | Order Management Capability | |||||||||
| 1.2.1 | Order Intake Through All Existing Sales Channels (includes direct mail, phone, web, POS) | 1 | ||||||||
| 1.2.2 | IVR Order Tracking | 1 | ||||||||
| 1.2.3 | IVR Order Intake | 2 | ||||||||
| 1.2.4 | Return/Exchange Management | 1 | ||||||||
| 1.2.5 | Back Order Management[2] | 1 | ||||||||
| 1.2.6 | Exception Order Processing[3] | 1 | ||||||||
| 1.2.7 | Household Order Limit Processing[4] | 1 | ||||||||
| 1.2.8 | Real Time Fraud Detection/Resolution Management | 1 | ||||||||
| 1.2.9 | Subscription/Membership Order Management[5] | 1 | ||||||||
| 1.2.10 | E-Gift Certificate Management | 2 | ||||||||
| 1.2.11 | Shipping and Handling Options and Preferences | 1 | ||||||||
| 1.2.12 | Maintain First-In First-Served Processing and Release to Fulfillment | 1 | ||||||||
| 1.2.13 | Customer Data Maintenance (e.g., merge, purge, de-dupe, NCOA, address verification, validation and standardization) | 1 | ||||||||
| 1.2.14 | Data Conversion and Cleansing from Legacy System | 1 | ||||||||
| 1.3 | Financial Management Capability | |||||||||
| 1.3.1 | Manage Business Event to Financial Transaction Translation Rules [6] | 2 | ||||||||
| 1.3.2 | Maintain Sub ledger(s) of Financial Transactions | 2 | ||||||||
| 1.3.3 | Manage Financial Transaction to GL Posting Translation Rules | 2 | ||||||||
| 1.3.4 | Translate/Aggregate Financial Transactions into GL Posting[7] | 2 | ||||||||
| 1.3.5 | Business Event Capture for Financial Management[8] | 1 | ||||||||
| 1.3.6 | Financial Transaction Generation Based on Business Events[9] | 2 | ||||||||
| 1.4 | Customer Relationship Management (CRM) | |||||||||
| 1.4.1 | Effectively Track and Manage Inbound and Outbound Customer Contacts and Orders Across All Channels (includes phone, email, mail, chat) | 1 | ||||||||
| 1.4.2 | User Account Management | 1 | ||||||||
| 1.4.3 | User Group Management | 1 | ||||||||
| 1.4.4 | Subscription /Membership Management | 1 | ||||||||
| 1.4.5 | Customer Support History | 1 | ||||||||
| 1.4.6 | Knowledge Base | 1 | ||||||||
| 1.4.7 | FAQ | 1 | ||||||||
| 1.4.8 | Email Marketing Campaign Management | 2 | ||||||||
| 1.4.9 | Social Media Integration | 2 | ||||||||
| 1.5 | Inventory/Warehouse Management Capability | |||||||||
| 1.5.1 | Product Receipt from Manufacturer (all inbound product delivery is at USM expense) | 1 | ||||||||
| 1.5.2 | Product Shipment Documentation - (e.g. x-ray, imaging, weight verification) | 1 | ||||||||
| 1.5.3 | Multiple Logical Warehouse Management | 1 | ||||||||
| 1.5.4 | Product Component Part (Coin Only) Tracking | 2 | ||||||||
| 1.5.5 | Tracking Standard Cost[10] | 2 | ||||||||
| 1.5.6 | Returns Management[11] | 1 | ||||||||
| 1.6 | Point-of-Sales (POS) System (Excluding Staffing Resources at Sales Locations) | |||||||||
| 1.6.1 | POS Hardware and Software | 1 | ||||||||
| 1.6.2 | Order Management Integration (Real-Time) | 2 | ||||||||
| 1.6.3 | Inventory Management Integration | 2 | ||||||||
| 1.6.4 | Customer Relationship Management (CRM) Integration | 2 | ||||||||
| 1.7 | Report Capability | |||||||||
| 1.7.1 | Standard Reports | 1 | ||||||||
| 1.7.2 | Ad-Hoc/Custom Reports | 2 | ||||||||
| 1.7.3 | Management Reports - Executive Dashboard | 2 | ||||||||
| 1.8 | Infrastructure | |||||||||
| 1.8.1 | Production (Fully Integrated Production Environment) | 1 | ||||||||
| 1.8.2 | Development/Testing | 1 | ||||||||
| 1.8.3 | Hosting | 1 | ||||||||
| 1.8.4 | Telecom/VOIP/Network Access | 1 | ||||||||
| 1.8.5 | Network Monitoring Capability | 2 | ||||||||
| 1.8.6 | Disaster Recovery (DR Service Level to be Proposed by Vendor) | 1 | ||||||||
| 2.0 Business Operations Needs | ||||||||||
| 2.1 | Contact Center | |||||||||
| 2.1.1 | Physical Contact Center Facility, may include Virtual Contact Center Staffing[12] | 1 | ||||||||
| 2.1.2 | Telephony Infrastructure to Include Hardware, Software and Lines, ACD, IVR, Desktop, Phones, etc., | 1 | ||||||||
| 2.1.3 | Scalable to Meet Call Volumes | 1 | ||||||||
| 2.1.5 | Multiple Support Channels | 1 | ||||||||
| 2.1.6 | Web Technical Support | 1 | ||||||||
| 2.1.7 | Call Monitoring and 100% Recording | 1 | ||||||||
| 2.1.8 | Warm Transfer of Calls to 3rd Party Survey Vendor (e.g., post call satisfaction survey) | 1 | ||||||||
| 2.2 | Order Fulfillment Center | |||||||||
| 2.2.1 | Physical Warehouse and Staffing | 1 | ||||||||
| 2.2.2 | Hardware and Software for Order Fulfillment Center Resources Use | 1 | ||||||||
| 2.2.3 | Accept and Fulfill Individual Orders | 1 | ||||||||
| 2.2.4 | Bulk Order Fulfillment[13] | 1 | ||||||||
| 2.2.5 | Scalable to Meet Order Processing Requirements | 1 | ||||||||
| 2.2.6 | Product Kitting | 2 | ||||||||
| 2.2.7 | Light Assembly of Component Pieces | 1 | ||||||||
| 2.2.8 | Gift Order Services | 1 | ||||||||
| 2.2.9 | Quarterly Physical Inventory Audits | 1 | ||||||||
| 2.2.10 | Quality Assurance and Management | 1 | ||||||||
| 2.2.10.1 | Gross Quality Inspection[14] | 1 | ||||||||
| 2.2.10.2 | Directed Quality Inspection[15] | 1 | ||||||||
| 2.2.11 | Shipping Management, Contracts and Negotiation[16] | 1 | ||||||||
| 2.2.12 | 3rd Party Insurance – 100% of Packages | 1 | ||||||||
| 2.2.13 | Signature Required on Shipment of $300 or More and all Gold and Platinum Products | 1 | ||||||||
| 2.2.14 | 3rd Party Freight Bill Auditing | 1 | ||||||||
| 2.2.15 | Promotional Material Processing | 1 | ||||||||
| 2.2.16 | Product Disposal Processing | 1 | ||||||||
| 2.3 | Marketing Services | |||||||||
| 2.3.1 | Search Engine Optimization | 2 | ||||||||
| 2.3.2 | Marketing Analysis and Consultation/ Execution/ Management Services | 2 | ||||||||
| 2.3.3 | Mobile Application Ongoing Support | 2 | ||||||||
| 3.0 Additional Features Included in Proposed Solution (fill-in additional lines required below) |
4.0 Optional Features Separately Priced (fill-in additional lines as required below)
| [1] Content Management System --USM is responsible for the creation and posting of all content and images to include photography of products |
| [2] Back Order Management -- includes capability to accept orders for out of stock products providing customers an available-to-promise date based on multiple inventory replenishment cycles. |
| [3] Exception Order Processing – Processes for handling held orders that fail to meet automated business rules. |
| [4] Household Order Limit Processing – On a product-by-product basis (3-5 times per year) the USM restricts the number of units that can be ordered of a specific product. The USM limits this by household, conducting an audit of customer information, ship-to-addresses, billing addresses, credit card information, email account, and other information. Needs to be automated and reconciled prior to order acceptance. |
| [5] Subscription/Membership Order Processing – SKUs change with each subscription release, same product is not shipped twice, products are in a successive series and with unique SKU's. |
| [6] Business event examples: sale, return, receipt of inventory, etc. Financial transaction examples: record receivable, record cash-in-transit, decrease aggregate asset value, etc. |
| [7] Translate/Aggregate Financial Transactions into GL Posting -- General Ledger Posting format and transmit to Oracle Federal Financials. |
| [8] Business Event Capture for Financial Management -- Need to provide enough detail to support generation of financial transactions into a persistent and auditable data store. |
| [9] Financial Transaction Generation Based on Business Events -- May be multiple financial transactions per business event. |
| [10] Tracking Standard Costs -- Standard costs are tracked in the inventory system for valuating the inventory. |
| [11] Returns Management – USM will not require customers to have an RMA to return products, however, this functionality is desired for those who opt to use it and for better USM tracking management. |
| [12] Physical Contact Center Facility, may include Virtual Contact Center Staffing -- Current hours of operation are 7-days-a-week, 8:00 a.m. to midnight (ET), however, vendor should propose optimal hours of operation per industry standard and cost-benefit. |
| [13] Bulk Order Fulfillment – the USM fulfills orders in bulk quantities for customers at different shipping fees and via secure/armored transportation when total value warrants special transportation. Vendor will be responsible for these contracts. |
| [14] Gross Quality Inspection -- Vendor is responsible for accepting inventory of inbound shipments after an inventory count and after gross inspection that the inventory is in acceptable condition (not wet or visibly damaged, and generally good condition). |
| [15] Directed Quality Inspection -- At the specific request of the USM, Vendor to conduct quality inspections of specified product utilizing established standards appropriate for the incident. |
| [16] Shipping Management, Contracts and Negotiation – Vendor is responsible for negotiating and holding the contracts with shipping companies in a manner that provides customer service levels and best value to the government. USPS shipping is pre-funded by the USM, other shipping provider costs are paid to the Vendor by the USM after a 3rd party invoicing audit post shipment (USM reimburses for third party audit). Shipping management contracts need to include armored carrier for bulk order fulfillment of $250,000.00 or more. |
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