2. Table of Contents
1 INTRODUCTION................................................................................................................3
1.1 Purpose ....................................................................................................................... 3
1.2 Coverage & Participation............................................................................................ 3
2 GENERAL INFORMATION.................................................................................................3
2.1 The Organization......................................................................................................... 3
2.2 Schedule of Events...................................................................................................... 3
3 PROPOSAL PREPARATION INSTRUCTIONS......................................................................3
3.1 Service Provider’s Understanding of the Inquiry....................................................... 3
3.2 Good Faith Statement................................................................................................. 4
3.3 Communication........................................................................................................... 4
3.4 Proposal Submission................................................................................................... 5
3.5 Criteria for Selection................................................................................................... 5
3.6 Selection and Notification.......................................................................................... 5
4 SCOPE OF WORK/SPECIFICATIONS..................................................................................5
5 FUNCTIONAL REQUIREMENTS.........................................................................................9
5.1 Timeline....................................................................................................................... 9
5.2 Geographic Code...........................................................Error! Bookmark not defined.
5.3 License, Clearance and Approvals................................Error! Bookmark not defined.
5.4 Packing ..........................................................................Error! Bookmark not defined.
5.5 Shipping.........................................................................Error! Bookmark not defined.
6 QUALIFICATIONS & REFERENCES.....................................................................................9
7 BUDGET & ESTIMATED PRICING ....................................................................................10
8 ADDITIONAL TERMS & CONDITIONS .............................................................................11
8.1 Non-Disclosure Agreement ...................................................................................... 11
8.2 Costs .......................................................................................................................... 11
8.3 Intellectual Property................................................................................................. 11
8.4 Service Provider’s/Vendor Responses ..................................................................... 11
8.5 Partial Awarding ....................................................................................................... 11
8.6 No Liability ................................................................................................................ 11
8.7 Entire RFP.................................................................................................................. 11
9 SERVICE PROVIDER CERTIFICATION........................................................................................12
3. 1 INTRODUCTION
1.1 Purpose
The purpose of this Request for Proposals (RFP) is to invite prospective service providers to
submit a proposal for Financial Services. The RFP provides service providers with the relevant
operational and performance requirements.
1.2 Coverage & Participation
XXXX reserves the right not to enter into any contract, to add and/or delete elements, or to
change any element of the coverage and participation prior to the award without prior
notification at any time without any liability or obligation of any kind or amount.
2 GENERAL INFORMATION
2.1 The Organization
The . (XXXX) is an independent, non-governmental organization providing professional
support to electoral democracy. XXXX promotes democratic stability by providing technical
assistance and applying field-based research to the electoral cycle worldwide to enhance
citizen participation and strengthen civil societies, governance and transparency.
2.2 Schedule of Events
The following tentative schedule will apply to this RFP, but it may change in accordance with
the XXXX’ needs or unforeseen circumstances. Changes will be communicated by e-mail to all
firms submitted complete Notice of Intention (Schedule “A”).
Issuance of RFP on February 6, 2015
Technical Questions/Inquiries Due by February 13, 2015, 11:59 p.m. EST
Answers/Addenda from XXXX on February 17, 2015
RFP Closes on February 20, 2015, 11:59 p.m. EST
XXXX will then score the proposals and contact finalists. Finalists are encouraged to
allow XXXX to access the proposed solution for a one (1)-week test period.
3 PROPOSAL PREPARATION INSTRUCTIONS
3.1 Service Provider’s Understanding of the Inquiry
In responding to this RFP, the service provider accepts full responsibility to understand the
RFP in its entirety, and in detail, including making any inquiries to XXXX as necessary to gain
such understanding. XXXX reserves the right to disqualify any service provider/vendor who
4. demonstrates less than such understanding. Furthermore, XXXX reserves the right to
determine, at its sole discretion, whether the service provider/vendor has demonstrated such
understanding. Such disqualification shall be at no fault, cost, or liability whatsoever to XXXX.
3.2 Good Faith Statement
All information provided by XXXX in this RFP is offered in good faith. Individual items are
subject to change at any time before the award. XXXX makes no certification that any item is
without error. XXXX is not responsible or liable for any use of the information or for any claims
asserted there from.
3.3 Communication
Verbal communication shall not be effective unless formally confirmed in writing by a
specified procurement officer in charge of managing this RFP process. In no case shall verbal
communication govern over written communication.
3.3.1 Notice of Intention: Service providers interested in bidding to this RFP are
encouraged to notify XXXX of their interest as soon as possible by filling and
sending to the contact below the Notice of Intention herewith attached as
Schedule A. However, the Notice of Intention is not mandatory and is does not
legally bind the interested service providers.
Attention: .
Fax: .
E-mail: .
3.3.2 Service Providers’ Inquiries. Applicable terms and conditions herein shall govern
communications and inquiries between XXXX and service providers as they relate
to this RFP. Inquiries, questions, and requests for clarification related to this RFP
are to be directed in writing to:
Attention: .
Fax: .
E-mail: .
3.3.3 Formal Communications shall include, but are not limited to:
Questions concerning this RFP must be submitted in writing.
Errors and omissions in this RFP and enhancements. Service providers shall
recommend to XXXX any discrepancies, errors, or omissions that may exist
within this RFP. With respect to this RFP, service providers shall recommend
to XXXX any enhancements, which might be in XXXX best interests.
Inquiries about technical interpretations must be submitted in writing.
5. Addenda to this RFP.
3.3.4 Addenda: XXXX will make a good-faith effort to provide a written response to the
questions or request for clarification that requires addenda per the Schedule of
Events in 2.2.
3.4 Proposal Submission
It is mandatory for bidders to send proposals in electronic copy via e-mail to both xxxx and
xxxx on or prior to the closing date and time shown in the Schedule of Events in 2.2.
3.5 Criteria for Selection
The evaluation of each response to this RFP will be based on its demonstrated competence,
compliance, format, and organization. The purpose of this RFP is to identify those suppliers
that have the interest, capability, and financial strength to supply XXXX with the product and
service identified in the Scope of Work and/or Specs.
Evaluation Criteria:
1. Proposal Scope and Quality 30%
2. Pricing 20%
3. Timeline 30%
4. Past Performance 20%
Evaluation Criteria Grading for Each Criterion:
Exceed Expectations 10 Points
Meets Expectations 5 Points
Did Not Meet Expectations 0 Point
3.6 Selection and Notification
Service providers determined by XXXX who possess the capacity to compete for this contract
will be selected to move into the negotiation phase of this process. Written notification will
be sent to these service providers via mail. Those service providers not selected for the
negotiation phase will not be notified.
4 SCOPE OF WORK/SPECIFICATIONS
Background: CRM software is a consolidated platform that enables organizations to create and
manage targeted email communications, social sharing, advocacy, online fundraising, events and
sign-up forms. The software also serves as a single online repository of constituents’ contact
information. The contact information is segmented according to customized fields that capture
constituents’ interests and interactions with the organization.
6. Functionality: Organization(XXXX) seeks a user-friendly all-inclusive CRM software with modules
that allow administrative users to manage data and generate reports with metrics. The CRM must
include the following functionalities:
(1) store constituents’ personal records (contact information), programmatic and/or regional
preferences, and activity (responses to calls to action, such as event attendance,
donations, receipt of annual report mailing, etc.);
(2) send mass emails to segmented lists (email campaign management);
(3) sign-up forms with customizable fields (for online donations, event registration, etc.);
(4) reporting capacity (generate reports based on constituents’ actions, measure
conversions, etc.) and
(5) ability to create and download contacts or records into a clean list format by running
queries based on segmentation and/or fields.
The software will serve to accommodate the various and diverse connections maintained
between XXXX and people, companies, relationships, experience and expertise. Integration of
information and data between www.XXXX.org, a Drupal-based website, and the CRM must be
seamless. A Drupal vendor, Taoti Creative, has already been retained and is working with XXXX
staff to redesign our website and migrate content. Therefore, the CRM provider or developer will
most likely collaborate with Taoti Creative to implement the email subscription form, donation
form and other functionalities on XXXX.org.
Objectives (what we want the software to do):
CRM Requirements
Number of contact records 30,000 to 40,000
Number of administrative users 6-8
Number of end users Unlimited
General requirements: The software must be tailored to the needs of the organization.
Email Campaigns
Must Have
Sign up for emails online
Segment lists by interests
Include indication of preferences/interests
Ability to send out mass emails
Custom HTML templates
Robust reporting metrics (i.e., open bounces, conversions, etc.)
Responsive emails
Surveys
Ease of use for the non-technical user and automated functionalities (de-duping, etc.)
7. Ability to support multiple languages both in content authoring and publishing with a long term
vision to produce content for XXXX.org in Arabic, Spanish and French and generate e-blasts/email-
campaigns in those respective languages. The platform should also provide for right to left display
with appropriate characters, key symbols, etc.
Personalized subject line and body of the email for each recipient, Ability to add and update
personal user information (e.g. e-mail address, name, etc.)
Donations
Must Have
Customizable online donation forms
Low fees (standard credit card transaction fees) and capacity to handle foreign currencies
Like to Have
Donation forms directly on website (not link away to themed pages) or mimic website branding
for seamless user experience
Advocacy
Must Have
Must include accommodation for potential future use for generating letter(s) to the editor
campaigns, petition signing and social media/viral campaigns
Metrics & Tracking
Requirements
Actions per engagement:
Measurement of outreach to determine patterns of average response to social media,
unsubscribes from newsletter, blocks or failure to respond.
Conversion rate:
How successful was our outreach effort, donation, subscription, etc.
How often should outreach be targeted so that efforts result in a measureable action to know if
they are effective to determine targeting and other factors?
Funnel drop-off rate:
How often do people unsubscribe from our newsletter?
How many read the emails, click on the links or actually end up as consistent followers?
Knowing when and how often our target list contacts abandon our site is crucial for evaluating
technical and content issues.
Analytics:
Who is opening XXXX-generated communications?: mobile; previews; unsubscribes per e-blast;
source codes; unsubscribe from different lists.
Ability to record and analyze all visitor behavior on-site for successful content targeting and
cross-promotion.
Customer service: Vendors are required to provide the following information and/or services:
(1) customization of data fields;
(2) data scrubbing;
8. (3) automated data migration;
(4) maintenance;
(5) customer service availability for services;
(6) assistance with email campaign or reporting functionalities and
(7) training options for new and existing customers (online and tutorials). This includes
canned trainings for customers and possibly tailored training for XXXX Admin users with
all associated costs if any.
(8) The vendor is expected to resolve any technical bugs and errors discovered after the
implementation of the software without extra charge. The vendor is also expected to
provide support and maintenance of the system for at least one (1) year after the hard
launch of the solution.
Customization of data fields
Requirements
Support creation of multiple data fields
Ability to easily read, create, edit, delete, activate (publish) and deactivate (un-publish)
outdated fields
Ability to code/tag fields by name, priority or other search features
Ability for various classes of fields which will be displayed on content authoring templates
Fields/templates can be created and fully modified using standard template authoring tools
Ability to replace existing fields/templates (e.g. in the case of template redesign; or
availability of an enhanced presentation for a particular content type)
Capability to create custom forms and present them to users; collect, input and
store/transmit data to external/internal repositories
Data migration & testing
Requirements
The vendor must support automated migration of records and ensure data is accurately
transferred. To ensure the integrity of data, the vendor must suggest mechanisms to evaluate
the transferred data against the existing database and produce reports showing the success
rate of the transfer
Ability to transfer all key data for use on CRM software
Ability to transfer XXXX.org taxonomy (i.e. categorization or classification, of things based on
a predetermined set of requirements from XXXX). Provide the method for how the vendor
organizes data into categories and subcategories
Ability to move data or input data without compromising security or loss of data
Ability to convert existing content if necessary
Ability to import all existing file-system-based content
CRM vendor will provide a description of its data migration process, tools and capabilities
Security of entire CRM implementation will be tested before rollout to ensure system
integrity
CRM vendor to describe performance testing procedures
9. CRM vendor will test all software functionality to ensure compliance with detailed functional
requirements
Customer service maintenance and support
Requirements
Help/support options:
Help desk, hotline, and hours available: what method(s); phone, email, online form, other, all?
Software support response time to XXXX inquiries
Frequency at which new versions of the software are released
Release date of the first version of the software
Release date for the current version of the software
Release date for the next version (expected)
Implications of modification on upgrade, maintaining modification and potential costs
Training
Requirements
Vendor should provide methods i.e. tutorials or trainings for new and existing customers. If so
what are the options?
5 FUNCTIONAL REQUIREMENTS
5.1 Timeline
The service provider must submit timeline in the proposal showing the time required to
conclude the service. XXXX expects the data migration to be completed by March 20, 2015.
The system should be fully functional by April 6, 2015.
6 QUALIFICATIONS & REFERENCES
The service provider must provide the following information in order for their proposal to be
considered:
1. A brief outline of the company and services offered, including:
Full legal name and address of the company
Full legal name of company’s President and / or Chief Executive Officer
Registration Documents
U.S. companies must indicate if they are a registered Small Business (Woman
owned, veteran-owned, Minority-owned, Disabled, Service Disabled Veteran-
owned)
2. Evidence of successful completion of a project of a similar size and complexity.
10. 3. References: Contact information for no less than three references from projects similar
in size, application, and scope and a brief description of their implementation (including
location and year)
7 BUDGET & ESTIMATED PRICING
The service provider must fill out the following cost breakdown for the implementation of their
service for XXXX’s project as described in this RFP. The service provider/vendor must agree to
keep these prices valid for minimum 90 calendar days.
Pricing must be in US Dollars (USD). Unit prices are required and in the case of discrepancies
between unit price and total price, the unit price will be taken as reference basis in the evaluation.
Technical Specifications must be shown per each item.
No. Item Description QTY Unit
Unit Price
USD
Total Price
USD
1. Licensing Fees (if any) 1
servic
e
1 lot
2. Fixed Price for
“Must Haves” and
“Requirements”
1
servic
e
1 lot
3. Fixed Price for
“Like to Haves”
1
servic
e
1 lot
4. Fixed Price for Start-Up
Training
1
servic
e
1 lot
5. Fixed Price for One (1)-
Year Support and
Maintenance
1
servic
e
1 year
6.
7.
8.
Total USD
Taxes (XXXX is tax-exempt) n/a
Grand Total USD
11. 8 ADDITIONAL TERMS & CONDITIONS
8.1 Non-Disclosure Agreement
XXXX reserves the right to require the service provider/vendor to enter into a non-disclosure
agreement.
8.2 Costs
The RFP does not obligate XXXX to pay for any costs, of any kind whatsoever, which may be
incurred by a service provider/vendor or third parties, in connection with the Response. All
responses and supporting documentation shall become the property of XXXX, subject to
claims of confidentiality in respect of the response and supporting documentation.
8.3 Intellectual Property
The respondent should not use any intellectual property of XXXX including, but not limited to,
all logos, registered trademarks, or trade names of XXXX, at any time without the prior written
approval of XXXX, as appropriate.
8.4 Service Provider’s/Vendor Responses
All accepted responses shall become the property of XXXX and will not be returned.
8.5 Partial Awarding
XXXX reserves the right to accept all or part of the quotation when awarding the purchase
order.
8.6 No Liability
XXXX reserve the right to accept or reject any quotation or stop the procurement process at
any time before the award, without assigning any reason or liability.
XXXX shall not be liable to any service provider/vendor, person, or entity for any losses,
expenses, costs, claims, or damages of any kind:
Arising out of, by reason of, or attributable to, the service provider/vendor responding
to this RFP; or
As a result of the use of any information, error, or omission contained in this RFP
document or provided during the RFP process.
8.7 Entire RFP
This RFP, any addenda to it, and any attached schedules, constitute the entire RFP.
12. Service Provider Certification
This certification attests to the service provider’s/vendor’s awareness and agreement to the
content of this RFP and all accompanying calendar schedules and provisions contained herein.
The service provider/vendor must ensure that the following certificate is duly completed and
correctly executed by an authorized officer of your company.
This proposal is submitted in response to RFP/15/xxx issued by XXXX. The undersigned is a duly
authorized officer, hereby certifies that:
(Service Provider/Vendor Name)
agrees to be bound by the content of this proposal and agrees to comply with the terms,
conditions, and provisions of the referenced RFP and any addenda thereto in the event of an
award. Exceptions are to be noted as stated in the RFP. The proposal shall remain in effect for a
period of 90 calendar days.
The undersigned further certify that their firm (check one):
IS
IS NOT
currently debarred, suspended, or proposed for debarment by any federal entity. The
undersigned agree to notify XXXX of any change in this status, should one occur, until such time
as an award has been made under this procurement action.
Person[s] authorized to negotiate on behalf of this firm for purposes of this RFP are:
Name: Title:
Signature: Date:
Name: Title:
Signature: Date:
Signature of Authorized Officer:
Name: Title:
Signature: Date:
13. Schedule “A”
Notice of Intention
RFP/15/xxx
From:
Name: [INSERT COMPANY NAME]
Contact: [INSERT NAME OF AUTHORIZED REPRESENTATIVE]
Phone: [INSERT TELEPHONE NO.]
Fax: [INSERT FAX NO.]
Email: [INSERT E-MAIL]
Please state your intention with regard to the subject Request for Proposals by selecting one of
the following:
[ ] Intends to respond to XXXX Request for Proposal/Quotation
[ ] Does not intend to respond to XXXX Request for Proposal/Quotation
TO:
.
