Constituent Relationship Management (CRM) System

The State of North Dakota, through the Office of Management and Budget and the Office of the Governor, is seeking proposals for a Constituent Relationship Management (CRM) System via solicitation number 110.7-25-097. The procurement requires a Commercial Off-the-Shelf (COTS) or Software-as-a-Service (SaaS) CRM solution that has been commercially available for at least two years and successfully implemented by three customers, with a minimum of one government entity implementation. The system must manage constituent communications, correspondence, scheduling, and casework, with comprehensive professional services including project management, configuration, data migration, integration, training, and post-implementation support. Key technical requirements include integration with Microsoft 365 applications, compliance with North Dakota Information Technology Department security standards, support for role-based permissions, and full data ownership and accessibility for the State. Proposals will be evaluated on an 80-point technical scale (45 points for IT Solution, 10 points for Product Support and Customer Service, 25 points for Experience and Qualifications) and a 20-point cost evaluation. Critical dates include a December 10, 2025 deadline for questions, proposal submission deadline of December 19, 2025 at 2:00 PM Central Time, initial evaluation by January 7, 2026, potential demonstrations on January 30, 2026, and a targeted contract start date of March 4, 2026.

The contract is established as a cooperative purchasing agreement available to a wide range of entities, including state agencies, higher education institutions, other government entities, nonprofit organizations, tribal agencies, and transportation providers. Respondents must demonstrate implementation experience with at least three customers and provide comprehensive documentation of system capabilities, warranty options, software maintenance, technical support, and customer service. All proposal costs must be submitted separately from the technical proposal and include itemized breakdowns for implementation, post-implementation, ongoing maintenance, and support for a five-year contract term. The State reserves the right to reject proposals, request best and final offers, and negotiate contract terms, with funds for payment already appropriated. Electronic submissions are mandatory through the State Procurement Online system, with restrictions of five documents per submission and a 50 MB file size limit per document. While specific budget ranges are not disclosed, the comprehensive nature of the CRM system procurement suggests a significant investment in modernizing constituent relationship management capabilities for the State of North Dakota.