Enterprise Cloud Customer Relationship Management Platform (ECCRMP)

With more than 60,000 employees, U.S. Customs and Border Protection, CBP, is one of the world's largest law enforcement organizations and is charged with keeping terrorists and their weapons out of the U.S. while facilitating lawful international travel and trade. In compliance with the Office of Management and Budget (OMBs) Cloud First guidance, Salesforce has been an instrumental platform for OIT to rapidly deploy applications to support CBP’s mission objectives. Currently, OIT has built Salesforce applications within Salesforce “orgs” for CBP and has an increasing backlog of mission requests which require technical solutions. As the demand for mission-related applications increases, the need for technical expertise to build and deploy Salesforce applications increases as well.

CBP’s objective is to continue to procure Salesforce technical services that will maintain and enhance the governance and technical environment for CBP’s implementation of its Center of Innovation (CoI) as well as support integrators that are building Minimum Viable Products (MVP) to improve CBP’s ability to support the public, industry and CBP employees. Using rapid, incremental improvements in Information Technology (IT) capabilities, driving a working partnership between the Business Centers and IT while utilizing Platform as a Service (PaaS) and Software as a Service (SaaS) technology as a transformation enabler and complying with OMB’s “Cloud First” guidance, CBP seeks to drive the success of transformation objectives where CBP must provide governance, technical, and program management direction to guide all transformation activities. This oversight must be supported by advanced technology and expertise. The intent of instituting governance, disciple and a viable operational environment will enhance customer experience and CBP’s overall mission while potentially reducing time and costs.

The scope of this order encompasses requirements for providing platform strategy and business process analysis services, stakeholder engagement, design and release planning, Salesforce platform configuration management and governance, solution architecture and design, application development and deployment, release and enterprise environment management, training and maintenance services for meeting prioritized CBP OIT and mission program requirements. Additionally, the contractor will be required to continually stay abreast of emerging Salesforce platform tools and technologies and shall facilitate regular working sessions with OIT technical leadership to offer alternatives and new capabilities, where warranted and applicable.

Acquisition Strategy: The intent is to award this requirement as a Small Business set aside on GSA MAS.