Request for Proposal - DOC 5 by HC121108005857

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									                       Request for Proposal

Project Name:         Automated Restaurant Availability System (“availacity.com”)
Course:               INFO 621-601
Group:                Team 3
Date:                 April 17, 2012

Prepared By
 Document Owner(s)                               Project/Organization Role
 Whitney Coffey                                  Project Manager
 Chelsea Gyarmathy                               Team Leader
 Jitish Nair                                     Functional Manager
 Srinivasan Sivaramakrishnan                     Technology Manager

Project Closure Report Version Control
Version        Date            Author                        Change Description
 1             4/17/2012       Team collaboration            Created document.




Group 3
Coffey, Gyarmathy, Nair, Sivaramakrishan
Assignment 9: Request for Proposals
Version 1
COMPANY BACKGROUND

Aggie Technocrats is a limited liability partnership founded in College Station, Texas, in
February 2012. Our mission is to provide information technology and business enterprise
solutions. We are committed to helping our clients grow through our collective business-
IT knowledge and thoughtful innovation.


REQUEST FOR PROPOSAL – CUSTOMER RELATIONSHIP MANAGEMENT
(CRM) TOOL

Aggie Technocrats - IT DIVISION
RFP #10-IT-001
RESPONSE DUE: May 15, 2012 at 1:00


PURPOSE

The objective of this Request for Proposal (RFP) is to solicit proposals and ultimately
enter into contract with a qualified vendor for a Customer Relationship Management
(CRM) tool, including maintenance and professional services that will support our
company in its maintenance of growing customer base (clients) and also the large volume
of information we are dealing with every day. The CRM tool will also function as a data
management tool, which will be beneficial to support our on-going project” Automated
Restaurant Availability System” as we need to deal with huge chunks of restaurant
related occupancy level information for our project. Moreover, the CRM tool also
enables us to direct campaigns to acquire new business clients for our company.

Instructions to Proposers

Proposal Receipt

Proposals must be submitted electronically (via email):

1 copy with pricing:

Srinivasan Sivaramkrishnan
Technology Manager
Aggie Technocrats Inc.
308 Cherry Street
College Station - Texas
srinivasan.auggie31@aggietechnos.com

and

1 copy without pricing:

Jitish Nair
jitishnair@aggietechnos.com


No telephone, telegraphic, or facsimile proposals will be considered. Proposals received
after the time for closing will not be considered.



DESCRIPTION

Right now, the most common channel for contact is by telephone to the Customer Service
Center. Despite phone contact being most common, it should be noted that emails to the
Customer Service Center have grown in volume in recent years. The CRM tool is

Group 3
Coffey, Gyarmathy, Nair, Sivaramakrishan
Assignment 9: Request for Proposals
Version 1
expected to support the delivery of information services by being a reservoir of
knowledge that can be easily accessed by employees in the Customer Service Center and
resulting in fast, accurate, and consistent responses to clients.

In addition, the tool is expected to help automate the tracking, aging, and reporting of
customer contact events, reducing manual staff hours currently necessary to monitor
contacts and giving Customer Service Center employees the time and ability to focus on
customer experience management. It is also expected to maintain a historical record of
client business contacts. Furthermore, the tool is expected to facilitate the exchange of
information and transactions, in other words, basic workflow, between the Customer
Service Center and the other services like Quality Audit and Assurance services.

The company will also be using the CRM tool as a reporting service by sending frequent
status reports to the clients in other countries regarding project deliverables, and day to
day improvements.


Proposal Format

Proposals shall be submitted in the following format. Proposals in any other format will
be considered informal and will be rejected. Conditional proposals will not be considered.
An individual authorized to extend a formal proposal must sign all proposals. If the
proposer fails to provide any of the following information, with the exception of the
mandatory proposal certification, the Company may at its sole option, ask the proposer to
provide the missing information or evaluate the proposal without the missing
information.

Proposers are to provide a written proposal detailing the full scope of the project and its
related activities. Proposals must include all of the elements listed below referenced by
the corresponding numbers and in the order listed.

1.    Signed Proposal Certification – RFP
2.    Statement of Work Proposal – RFP
3.    Provide Proposed Project Timeline as requested in the RFP
4.    Proposer Qualification Information and Completed Business Information Form –
      RFP and BIF
5.    Indicate acceptance of Terms and Conditions – RFP
6.    Cost Proposal – RFP
7.    Additional Comments and Supplementary Information as desired

Proposal Elements

Proposals must (1) demonstrate an understanding of the project, (2) describe your
approach and (3) provide a brief scope of work and project timeline (a more detailed
scope of work and timeline will be defined once the vendor has been selected) and (4)
provide a statement of cost.

Key Action Dates

Listed below are the key action dates/times for this RFP. If the Company finds it
necessary to change any of the dates as indicated below, an addendum to the RFP will be
sent to all prospective bidders via mail or fax.

Release of RFP.....................................................................……………….May 01, 2012

Questions regarding RFP.............................................…..……….…………May 07, 2012

Proposal Due Date...................................................................…...…………May 15, 2012

Select Vendors for Demonstration…………………………………………..May 23, 2012

Group 3
Coffey, Gyarmathy, Nair, Sivaramakrishan
Assignment 9: Request for Proposals
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Vendor Finalist………………………………………………………………May 30, 2012
Contract Negotiations………………………………………………………....June 7, 2012

Award Date...................................…...........................………………………June 14, 2012

Begin System Implementation……………………………………………….June 21, 2012

Go Live……………………………………………………………………August 21, 2012



REQUIREMENTS


Functional Needs:

The following was developed by UC as desired functionality of the tool.

For the Customer Service Representative, allow CSRs to:
   ● Record information about each customer interaction, including the nature of the
        issue and follow-up activities, in a time efficient manner
   ● Categorize the nature of the call by pre-defined categories
   ● Search employee records based on SSN, name, and/or other personally
        identifiable information
   ● Search knowledge topics by pre-defined categories and/or key words
   ● Route issues to operational units outside of the Customer Service Center for
        resolution; closing of the interaction may be by the CSR or staff in the operational
        unit
   ● Email in Word, Excel, or PDF formats or fax documents
   ● Provide automated/template email responses to customers
   ● Maintain a history of open and closed issues searchable by SSN, name, and/or
        other personally identifiable information (and for the Customer Service
        Supervisor, this functionality should be available at the individual CSR level and
        as an aggregate, as well as by date range)
   ● View open activities in an aging format (and for the Customer Service Supervisor,
        this functionality should be at the individual CSR level and as an aggregate)
   ● View activities created through multiple channels (e.g., CSR workstation entry,
        customer emails, customer entry on a web-form, a system action triggering a flag)
   ● Have a single view of customer by being able to be pre-populated with at least 30
        pre-defined fields about the employee/retiree; data currently resides in multiple
        source systems (DB2 or Sybase databases)

For the Customer Service Support Head (and any/all HR Management personnel), allow
the Supervisor to:
    ● Obtain a dashboard view of call center activity
    ● Build a knowledge database to help ensure answers given to customers are
        accurate, consistent, and timely; knowledge database should be easy to amend in-
        house as business needs dictate
    ● Categorize and mine activity resolution to formulate training tools such as
        frequently asked questions/answers
    ● Reassign activities to meet workload needs
    ● Create effective real-time reports to meet administrative requirements, as well as
        audit and compliance reporting; this will include aging and other pre-defined
        reports exportable to Excel and possibly other reporting tools

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Assignment 9: Request for Proposals
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   ●   Provide a drill-down facility in reports (see the individual cases that make up an
       aggregate report).

For Systems Administration, allow the Administrator to:
   ● Create, modify and cancel user access
   ● Define access rights by role (or group) and place users into one or more role (or
       group)
   ● Generate reports identifying users of the systems and their access level
   ● Add and define a new value to an existing field
   ● Add or delete a field
   ● Reopen or close cases and make adjustments to existing cases
   ● Track or audit user activity (e.g., track who made changes to a case)
   ● Override entered categories
   ● Query database
   ● Migrate data from this tool to a successor tool (or back to source systems)

For the Business Controls Unit, allow designated personnel to:

   ● Populate, maintain, update the knowledge base component of the tool
   ● Design “custom” reports as needed to ensure the tool provides actionable
     management information, statistics and data


BIDDING

PROCESS:

All vendor proposals must be submitted on or before May 23, 2012. To be considered, a
hard copy proposal must be mailed to Aggie Technocrats College Station office, and an
electronic copy must be submitted to systemsanalyst@aggietechnos.com. No changes
are allowed to a proposal once it has been submitted. The project manager will lead the
evaluation of proposals. Cost, quality, improvements, security measures, and
functionality will all be considered when comparing the proposals. Vendor support,
vendor viability, documentation, and ease of installation will also be taken into
consideration.

APPLICATION REQUIREMENTS

   All applications should include the following documents:
       ● Cover sheet (See Appendix A)
       ● Company description and background information
              ○ List of company qualifications
              ○ Two examples of similar, previous job, along with client references
              ○ Overview of management and staff that will be involved with profiles
              ○ Specialized skills related to this proposal
              ○ Any other notable characteristics such as awards or certifications
       ● A cost estimation and schedule of fees
       ● Contact information


ANTICIPATED SELECTION SCHEDULE

Notification of selection will be made by phone and email before May 30, 2012. A regret
letter will be sent to any proposals not selected.

Thank you in advance for your submission.


Group 3
Coffey, Gyarmathy, Nair, Sivaramakrishan
Assignment 9: Request for Proposals
Version 1
Disclosure of Records

All bids, supporting materials, and related documentation will become the property Aggie
Technocrats.

This RFP, together with copies of all documents pertaining to any award, if issued, shall
be kept for a period of five years from date of contract expiration or termination and
made part of a file or record which shall be open to public inspection. If the response
contains any trade secrets that should not be disclosed to the public or used by the
Company for any purpose other than evaluation of your approach, the top of each sheet of
such information must be marked with the following legend: “


Contract Award in Best Interest
.
The Company reserves the right to accept or reject proposals on each item separately or
as a whole, to reject any or all proposals without penalty, to waive any informalities or
irregularities therein, and to contract as the best interest of the company may require in
order to obtain the system which best meets the needs of the company, as expressed in
this RFP. Aggie Technocrats reserves the right to negotiate the modification of, terms and
conditions with the bidder offering the best value to the company, in conjunction with the
award criteria contained herein, prior to the execution of a contract to ensure a
satisfactory contract

The company understands this RFP is for a tool which may include maintenance and
professional services, particularly during the implementation phase. Aggie Technocrats,
Inc. plans on entering into one contract so, for example, even if the tool provider plans on
bringing in an implementation partner, there should still be a single response to the bid.




Group 3
Coffey, Gyarmathy, Nair, Sivaramakrishan
Assignment 9: Request for Proposals
Version 1
APPENDIX A: Cover Sheet

The undersigned agrees and certifies that they:

       1.   Have read and understands all of the instructions, specifications, terms, and
            conditions contained in the RFP
       2.   Have the authority to submit the proposal
       3.   Can verify that all information provided is true and accurate
       4.   Will comply with all requirements of the RFP
       5.   Will complete any contracts agreed upon


Authorized Signature:____________________________________________________

Printed Name: ____________________________________________________ _____
Title: _________________________________________________________________
Date: _________________________________________________________________




Group 3
Coffey, Gyarmathy, Nair, Sivaramakrishan
Assignment 9: Request for Proposals
Version 1

								
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