RFI#E500964_Financial Aid Student Center Solution

The University at Albany (SUNY) is issuing a Request for Information on cloud-based constituent communications solutions for centralized Financial Aid Office service delivery, with vendor responses due August 19, 2026. This is an informational RFI only and does not constitute a commitment to issue a future RFP.

The University seeks to consolidate multiple disconnected systems (phone, email, ticketing, and appointment tools) into a single unified platform serving approximately 17,000 students across undergraduate and graduate programs. Required capabilities include omnichannel communications, telephony and contact center functionality (with native capability or integration with existing Cisco platforms), ticket and case management, knowledge base and self-service features, walk-in lobby management, appointment scheduling, and centralized email management across prospective, admitted, current, and former students. The solution must integrate with enterprise systems including PeopleSoft Campus Solutions, Microsoft Outlook, EAB Navigate, Slate by Technologies, Campus Logic, and Inceptia.

Security and compliance requirements include FERPA adherence, WCAG accessibility standards, Higher Education Community Vendor Assessment Toolkit (HECVAT) documentation, and compliance with New York State AI transparency requirements. Vendors must demonstrate experience supporting higher education institutions of comparable size and complexity, disclose solution architecture and deployment model, outline training and implementation approaches, and provide licensing and pricing structures.

Questions are due August 5, 2026. Vendors may submit the completed RFI document with supporting materials at their discretion. The University reserves the right to seek additional information during the RFI process and retains all submissions as University property.