Customer Relationship Management Services

The Kentucky Legislative Research Commission (LRC) is seeking proposals for a Customer Relationship Management (CRM) services contract. The LRC requires a cloud-based or on-premise CRM application to manage constituent communications and optimize workflows, with integration capabilities for existing email, phone, and constituent service systems. Key deliverables include individual dashboards, mass email management, address verification, letter tracking, SMS support, survey creation, and mobile access. The selected vendor will provide implementation services, ongoing system management, and dedicated customer service support. Proposals will be evaluated based on the qualifications of the project team, creativity in meeting the desired features, proposed customer service support, and initial and ongoing costs. Proposals are due by 2:00 PM on May 26, 2023, and the LRC may conduct oral presentations from June 6-7, 2023. The initial contract term is anticipated to be from July 1, 2023, through June 30, 2025, with the possibility of up to five one-year renewals.

The RFP does not specify any set-aside designations or restrictions on the types of organizations that can respond. It also does not disclose any incumbent vendors or current contractors, nor does it provide any information about existing infrastructure or technology that requires integration. The RFP states that the Director of the LRC will evaluate proposals to determine the best value, but does not provide any specific budget or award value information.