Customer Relationship Management (CRM) System RFI
Closed State & local contract opportunity Posted
- Solicitation number
- S-91400-00011654
- State
- Oregon
- Responses due
Opportunity facts
- Jurisdiction
- UNSPSC codes
- Points of contact
-
- Andrea Gentry ohcs.ap@hcs.oregon.gov (503) 986-2000
- Halley Wren halley.wren@oregon.gov (971) 433-7915
- Amanda King amanda.king@hcs.oregon.gov (971) 433-7914
Opportunity details come from oregonbuys.gov. Updated .
About this opportunity
The Oregon Housing and Community Services (OHCS) Department has issued a Request for Information (RFI) #S-91400-00011654 seeking comprehensive Customer Relationship Management (CRM) software solutions to modernize its customer service and operational capabilities. The RFI targets software that can provide robust functionalities including report generation, data analysis, customer portal access, case management, and workflow management. Required system capabilities include full compatibility with Microsoft Office, SharePoint Online, and grant management solutions, with mandatory 24/7 customer support and comprehensive training materials. The software must also meet strict data security, accessibility, and auditing requirements, with specific emphasis on integration potential with existing systems and potential future business intelligence or data visualization platforms. Vendors are required to submit detailed responses by October 18, 2024, at 4:00 PM PDT, providing in-depth information about their CRM solutions, including annual licensing costs per user, maintenance fees, implementation services, and additional service offerings. OHCS intends to use these responses for market research to identify high-level requirements, functionality, integration possibilities, and associated benefits and risks of potential CRM implementations.
The RFI does not specify any set-aside designations or restrictions on responding organizations, indicating an open competitive process for potential vendors. OHCS currently does not have an existing CRM vendor, making this a greenfield procurement opportunity for a completely new technology investment. The agency anticipates an initial user base of 15 to 30 users and estimates a procurement timeline of 12 months or less, though no specific contract value or budget range is currently disclosed. Vendors are advised that all costs associated with RFI preparation and submission are their sole responsibility, and the responses will be used for informational purposes only and are not considered binding. An Affidavit of Trade Secret option is available, allowing vendors to protect certain proprietary information from public disclosure if it meets specific criteria under Oregon's Public Records Law and the Uniform Trade Secrets Act. While no incumbent vendor is mentioned, the RFI suggests OHCS is seeking a transformative solution to significantly improve customer and staff experiences through advanced CRM technology.
Files
| File | Type | Posted |
|---|---|---|
| 2024-92 Notice of Intent to Award.pdf | ||
| 8366_RFI_AttB_Affidavit.docx | DOCX document | |
| 8366_RFI_CRM System_FAQ.pdf | ||
| 8366_RFI_AttA_Information Sheet.docx | DOCX document | |
| 8366_Request for Information.pdf | ||
| 8366_RFI_CRM System_FAQv.2.docx | DOCX document | |
| 8366_RFI_CRM System_FAQv.3.docx | DOCX document |
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