Customer Relationship Management (CRM) Design Consultant Services

Seminole County, Florida is seeking a Customer Relationship Management (CRM) Design Consultant through a competitive Request for Proposal (RFP) process to develop a comprehensive scope for a new CRM system. The primary objective is to create an integrated system for collecting, tracking, and resolving resident and potentially employee interactions, with goals of improving service delivery, enhancing business workflows, and promoting inter-departmental collaboration. The consultant will be required to conduct a high-level needs analysis, perform stakeholder interviews, develop system requirements, and provide recommendations for future technological considerations. The RFP evaluation will use a points-based system with four key criteria: Project Understanding (20 points), Project Approach (30 points), Qualifications and Experience (30 points), and Cost (20 points). Key deadlines include a question submission deadline of November 25, 2024, and proposal submissions due by December 18, 2024, at 2:00 pm, to be submitted electronically through the county's e-Procurement Portal. The contract term is anticipated to be eight months, with the first three months considered probationary.

The procurement appears open to qualified consulting firms with demonstrated experience in CRM design and implementation, with a specific requirement for proposers to document four project references within the past five years showing comparable complexity and scale. No specific set-aside designations for disadvantaged enterprises were explicitly noted in the documents. The contract will be structured on a fixed-fee hourly rate basis, with pricing required for professional and administrative staff across four distinct project line items: CRM scope development, service model recommendations, CRM solution selection guidance, and project implementation support. The awarded vendor will be prohibited from participating in the subsequent RFP for the CRM solution to ensure an unbiased selection process. Insurance requirements include workers' compensation, commercial general liability, business automobile liability, and professional liability, with specific minimum coverage amounts. While a specific budget range was not disclosed, the comprehensive nature of the project suggests a significant investment in developing a robust CRM system for the county.