Customer Relationship Management (CRM) Support Services

The Department of Commerce's National Telecommunications and Information Administration (NTIA) is seeking Customer Relationship Management (CRM) Support Services for the First Responder Network Authority's Public Safety Advocacy Office. The Sources Sought Notice requires vendors to provide comprehensive CRM support across three primary task areas: CRM Task Tracking and Management, CRM Workflow Automation and Analytics Integration, and Application Configuration and System Testing. Interested vendors must submit 10-page responses by January 31, 2025, at 4:00 PM DC time to brandon.payne@firstnet.gov, detailing their organizational capabilities, available contract vehicles, and experience with large datasets and system integration. Evaluation criteria will focus on vendors' technical expertise, ability to enhance and maintain Microsoft Dynamics 365 CRM, and demonstrated experience with similar complex CRM projects. Respondents must provide 2-3 examples of significant CRM tasks completed in the past 5 years and demonstrate proficiency in system configuration, workflow automation, and analytics support.

The procurement operates under NAICS code 541519 for Other Computer Related Services and is not set aside for any specific business category. The estimated contract value ranges between $1.8M and $2M, covering a base period from August 1, 2025, to July 31, 2026, with four potential one-year option periods extending through July 31, 2030. The contract requires all contractor personnel to be U.S. citizens or lawful permanent residents, and deliverables must comply with Section 508 accessibility standards. Key deliverables include weekly CRM reports, monthly technical reports, dashboard designs, training materials, and system maintenance updates. The government will provide Dell laptops, and payment will be made monthly with a 10% holdback until final acceptance. Work will primarily be performed remotely, with the contractor responsible for technical design, configuration, automated workflow development, and analytics support for documenting engagement with public safety stakeholders.