IT & Program Management Support Services

RECOVERY ACT-THIS NOTICE IS PROVIDED FOR INFORMATION PURPOSES ONLY. THIS OPPORTUNITY IS BEING PROCURED THROUGH AN 8(A) DIRECT AWARD.



THIS IS NOT A REQUEST FOR PROPOSALS OR REQUEST FOR INFORMATION





The purpose of this contract is to acquire Information Technology and Program Management support services for Customer Resource Management (CRM) and data warehousing under the Recovery Act initiatives.







The CRM program is a 2 year effort (pilot), part of the OMB-approved American Recovery Reinvestment Act (ARRA) Automated and Streamlining Customer Experience program, that will introduce new technology and revitalize SBA infrastructure; improve the offering of new economic incentives to small businesses and lenders; and help restart lending and investing in small business. The CRM pilot will support both immediate Recovery efforts by improving efficiencies of SBA lender and business outreach and marketing stimulus activities; and provide the foundation for future long-term customer relationship process reengineering and improvement initiatives. The CRM program will enhance the Office of Field Operations productivity and improve the customer experience by: centralizing customer contact data, facilitating consistent service delivery and organizing customer communications across the across the SBA. Leveraging commercial CRM applications (COTS), the project will drive improvements to the service experience of both internal and external customers interacting with SBA field operations. The project will result in Agency-wide, customer related, centralized contact, content, reporting, and metric/performance management; as well as providing new customer focused analytical capabilities in support of Agency decision-making. The project is targeted to provide CRM access to approximately 900 Field Operations staff plus 1,600 additional SBA staff stakeholders.