Customer relations management system

The Office of the Governor of Texas, Constituent Communications Division, is seeking a comprehensive Customer Relations Management (CRM) system through Solicitation No. 301-26-03277. The procurement aims to implement a robust platform capable of managing 250,000 to 300,000 annual constituent communications, scaling to over 400,000 during legislative sessions. Required deliverables include software licensing, implementation services, data migration, system configuration, training, hosting, and ongoing support. The system must integrate multiple communication channels including mail, email, phone, voicemail, web submissions, and social media, with advanced capabilities such as integrated telephony, comprehensive search functionality, workflow automation, and extensive reporting tools. Proposals are due January 20, 2026, at 2:00 PM CT, with a contract term spanning March 1, 2026, through August 31, 2028, and options for two additional twelve-month renewals. The evaluation process involves a three-phase weighted scoring approach: Phase I (65% weight) assesses company information, financial responsibility, experience, proposed solution, and compensation; Phase II (35% weight) evaluates strategy, planning, creative presentation, and includes an oral presentation; and Phase III involves Best and Final Offer negotiations.

The solicitation includes Historically Underutilized Business (HUB) subcontracting opportunities in computer software classifications, with specific HUB participation goals ranging from 21.1% to 26.0% depending on service category. Respondents must complete a mandatory HUB Subcontracting Plan and demonstrate commitment to utilizing Texas-certified HUB vendors. The system must seamlessly migrate zero-data-loss historical data from the existing Constituent Tracking System (2002-2022) and current CRM data (2022-present), and integrate with the existing GovDelivery.com account containing approximately 725,000 subscribers. Preference will be given to Texas-based vendors, including service-disabled veteran-owned businesses, and those meeting specific environmental and economic development criteria. While the maximum contract amount is not explicitly stated, the solicitation indicates that the total contract value will be determined at award and represent the State's total liability for full contract performance. Potential respondents must demonstrate financial responsibility through audited financial statements, unaudited financials, performance bonds, or financial guarantees, with the Office of the Governor reserving the right to reject any or all proposals based on comprehensive best-value considerations.