REQUEST FOR PROPOSAL

TO PROVIDE SOFTWARE SOLUTION FOR CITIZEN RELATIONSHIP MANAGEMENT

FOR THE CITY OF KENNER

PUBLIC WORKS DEPARTMENT

RFP NO. 18-6451

PROPOSAL RECEIPT DATE: December 21, 2018

PROPOSAL RECEIPT TIME: 12:00 PM CST

CITY OF KENNER

DEPARTMENT OF FINANCE 1610 REV. RICHARD WILSON DRIVE

KENNER, LA 70062

(504) 468-4049

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INDEX

Section I. Overview………………………………………………………………….3

Section II. Introduction……………………………………………………………….3

Section III. Requirements…………………………………………………………...…4

Section IV. Training…………………………………………………………………...5

Section V. Warranty…………………………………………………………………..5

Section VI. Qualification………………………………………………………………5

Section VII. Work History……………………………………………………………...5

Section VIII. Submission Requirements……………………………………………..….5

Section IX. Contracting Requirements ………………………………………………..7

Section X. Evaluation of Proposals…………………………………….……………11

Section XI. Best and Final Options………………………………………….……….12

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I. OVERVIEW This document is a Request for Proposal ("RFP") for the Citizen Relationship Management (CRM) Solution. CRM system should be able to capture service request details, route the service request to the appropriate department, track workflow progress, establish escalation procedures and provide high-level reporting. The application must contain a knowledge base to allow customer service representatives to accomplish first call resolution. This solution must have the option to be maintained and hosted by the City. All product updates will be made available upon release. Training for all staff including customer service representatives as well as management is to be conducted by the vendor on-site. Implementation of CRM system with recommended Best Practices for 311 Call Center Implementations to be conducted by the vendor. II. INTRODUCTION The City is seeking proposals from established firms who have been in the business of providing software solutions for Citizen Relationship Management (CRM) for a minimum of five years and who provide maintenance and support for the specified software in the department. Depending on the responses received in response to this RFP, the City of Kenner reserves the right to select one firm to provide software solution for the department. It is the intent of the City to award to the successful firm a three (3) year agreement, anticipated start of December 2018. This agreement may be extended for two (2) additional one (1) year periods upon mutual agreement.

A. Award and Execution of Contract

No contract or agreement, expressed or implied, shall exist or be binding on the City of Kenner before the execution of a written contract by both parties. If agreement on the terms of such a contract cannot be reached after a period deemed reasonable by the City of Kenner in its sole discretion, the City of Kenner may enter into negotiations and sign a contract with any other proposer who submitted timely, responsive and responsible proposals to this RFP.

If after a contract is executed, that contract is terminated for any reason, the City of Kenner may, in its sole discretion, either enter into negotiations with the next highest scored proposer, or issue a new RFP and begin the proposal process anew.

Questions regarding the City of Kenner’s award of any business on the basis of proposals submitted in response to the RFP, or on any other matter, should be addressed City of Kenner Finance Department, 1610 Rev. Richard Wilson Drive. Kenner, Louisiana 70062. A vendor may withdraw its proposal at any time prior to the deadline for submitting proposals by notifying the City of Kenner in writing of its withdrawal. The vendor must sign the notice of withdrawal. The vendor may thereafter submit a new or modified proposal, provided that it is received at the City of Kenner no later than the deadline.

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• Modification offered in any other manner, oral or written, will not be

considered. • Proposals cannot be changed after the evaluation process begins.

III. REQUIREMENTS The 311 CRM systems at a minimum must be able to provide the following basic functionality:

• Capture service request and call detail • Comprehensive call taker data collection • Track service request activities • Executive level reporting • Must have the ability to route requests to specific City Staff based on the location of the

request • Must be perpetually licensed • Must be able to run in the cloud or run in the City of Kenner data center • MS SQL Server based • Citizen and call taker knowledgebase • Users have point-and-click retrieval of all request related information • Users have ability to re-route service request to proper service provider, or alternatively to

return to originator with a “proper provider unknown” designation • Users have easy close-out process • Must provide online mapping capabilities and integration with City of Kenner’s GIS • Must have access to the CRM system 7 days a week, 24 hours a day. • Users can enter multiple requests without having to reenter the caller’s name, address and

telephone number • Users can enter multiple service requests simultaneously without having to complete one

before the other • CRM system must have the ability for a standard web service interface to other systems,

including but not limited to work orders, timekeeping and asset management • Must be able to build reports and export data to Excel directly from CRM system • Must be able to generate charts and graphs directly from CRM system • Users have the ability to enter a pervious caller’s telephone number and search the

database to see if the caller’s information is already in the system, with the option to automatically enter the caller’s name and address into the present request

• Application is capable of running on a virtual server • Meet all requirements and specifications in the Request for Proposal and Invitation to Bid

including without limitation those in Exhibit A, and have satisfactory responses in Exhibits B, C, D and E so as to show the bid meets legal requirements for responsive and responsible bidders. Any exceptions must be noted in accordance with the City’s procedures and Louisiana law. The bidder is responsible for understanding these requirements.

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IV. TRAINING Proposer must provide a training and implementation plan. The training and implementation plan should include at a minimum, but not limited to, identification of training requirements in order for an individual to be fully trained on the use of the software, the required number of days needed for individual training, and any technical training and requirements necessary to have a fully functional CRM system. All training would need to be conducted on a normal Monday-Friday business day schedule. If possible, the training and implementation plan should identify training costs based on an individual basis or on a graduated scale based on a quantifiable grouping of individuals. V. WARRANTY The proposer shall warranty all software for at least a period of one year from the date of acceptance of installed CRM system.

VI. QUALIFICATIONS

1. Proposer shall be an authorized distributor and installer of specified software.

2. The Proposer and its technicians shall possess all certifications and licenses required to sell, install, maintain and support all software required.

3. The Proposer shall have been in business for a minimum of 5 years.

4. The Proposed solution has not been acquired in the last 5 years.

5. Proposer foresees no future acquisitions. VII. WORK HISTORY Proposer shall provide references on installed CRM systems of the same scope over the last 5 years for entities that are approximately the size of City of Kenner. The company /entity name, contact person, telephone number and service dates are required. The City reserves the right to contact any or all work history contacts and to conduct an independent investigation of the bidder. VIII. SUBMISSION REQUIREMENTS

The submission requirements for the RFP are detailed below. Please submit an original and five copies of your response by the deadline mentioned in the request. Reference to a certain number of days in this RFP shall mean business days unless otherwise specified. If the firm is an agency, corporation, partnership or other legal entity, the president, vice-president, secretary, treasurer or an authorized agent shall sign the proposal and satisfactory evident of the

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authority of the person signing for the agency, corporation, partnership or other legal entity such as a corporate resolution, shall be attached to the proposal. All proposals shall be received by the City of Kenner Finance Department no later than December 21, 2018 at 12:00 PM (NOON) CST. The City of Kenner reserves the right to reject all proposals. Important – Clearly mark outside of envelope, box, or package with the following information and format:

· Proposal Name: TO PROVIDE CITIZEN RELATIONSHIP MANAGEMENT SOFTWARE FOR CITY OF KENNER – PUBLIC WORKS DEPARTMENT

· Proposal No. RFP 18-6451 · Proposal Receipt Date: December 21, 2018 at 12:00 p.m. CST (Noon)

Proposals will be received at: City of Kenner Finance Department 1610 Rev. Richard Wilson Drive Kenner, Louisiana 70062 Proposer is solely responsible for ensuring that its courier service provider makes inside deliveries to our physical location. Kenner Finance Department is not responsible for any delays caused by the proposer’s chosen means of proposal delivery. Proposer is solely responsible for the timely delivery of its proposal. Failure to meet the proposal opening date and time shall result in rejection of the proposal. Vendors shall also submit the following information:

1. Title page showing the proposal subject; the vendors name and title, address and phone number and the date of submission.

2. Executive Summary briefly stating the Proposer’s understanding of the CRM system requested and the ability to meet the City’s objectives and specifications.

3. Detailed Proposed Solution.

4. Description in detail of how the Proposer will achieve the CRM solution.

5. Exhibit “A” Specification Worksheet to be filled out by the proposer

6. Provide details and documentation on vendor and employee qualifications as referenced in Section VI. Submit this information on Exhibit “B” and “C” Qualification Worksheets. Submit any other pertinent documents with these worksheets.

7. Provide work history details on Exhibit “D” Client Work History Worksheet.

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8. Cost of Bid: Proposer must provide itemized pricing for all components of the CRM solution as a separate Exhibit “E’. Detailed pricing is required for the solution and for optional software and equipment.

9. Provide any form contracts and agreements that the vendor expects to be executed, indicating any items that are considered non-negotiable. The City reserves the right to reject a bid if it includes a non-negotiable item that frustrates the purpose underlying the RFP; to require the execution of a negotiated contract approved by the Office of the City Attorney; and to decline to enter a contract not approved by the Office of the City Attorney.

10. Insurance Requirements – While proof of insurance is not required at the time of submission, respondents are encouraged to ensure they read the attached insurance requirements for Engineers and Professional Services for the City of Kenner (Attachment F).

11. The City of Kenner City Council has final authority to accept bids and approve contracts.

12. All RFP documents shall be submitted in a sealed envelope.

13. Submissions will be evaluated on the basis of the written materials. The City of Kenner proposal review committee will review and rate all proposals received. At this time Kenner does not anticipate having any interviews with firms, but telephone interviews may be conducted.

14. The City of Kenner reserves the right to request additional and/or supplemental information or explanation from any bidder.

IX. CONTRACTING REQUIREMENTS Upon selection of a Vendor, the terms set forth in this RFP are to be embodied in a definitive agreement containing such additional covenants and other provisions as may be mutually acceptable. If available, the City of Kenner’s first choice is to incorporate the master purchasing terms and conditions applicable to the City of Kenner’s agreement with the chosen vendor. The City of Kenner contemplates that, in addition to the terms described in this RFP, final agreement between the City of Kenner and the selected Vendor will include, without limitation, the terms contained in this Section, Contracting Requirements. Submission of a proposal will constitute agreement to contract on these terms, except for any term specifically reserved in the proposal by the vendor for future negotiation.

A. Time of Essence Time is of the essence with respect to Vendor's performance of the services and equipment.

B. Term

The initial contract award will be a three (3) year purchase agreement that may be extended for two (2) additional one (1) year periods upon mutual agreement.

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C. Warranties and Representations Vendor warrants and represents that Vendor and Vendor's personnel possess such expertise, experience and resources to provide the services required under the Agreement in a diligent, timely and professional manner consistent with the highest standards of the industry. Vendor further warrants that all services provided will be in conformance with the specifications provided by the City of Kenner. Vendor will also assign the manufacturer’s warranties for equipment, hardware and software to the City of Kenner or provide comparable warranties.

The warranties set forth above will not be subject to any disclaimer or exclusion of warranties or to any limitation of Vendor's liability under the Agreement. Vendor will provide a contact person available and authorized to remedy any non-conformity with these warranties.

D. Equipment, Tools, Supplies

Vendor will supply all equipment, tools, supplies, offices, personnel, instrumentalities, transportation, support services and insurance required to deliver and install the software under the Agreement. The Vendor is not required to purchase, rent or hire any equipment, tools, supplies, offices, transportation, personnel, insurance or instrumentalities from the City of Kenner. The City of Kenner has no obligation whatsoever to provide any equipment, tools, supplies, offices, personnel, instrumentalities, transportation, support services or insurance required to perform services under the Agreement.

E. Indemnity Obligations of Vendor

Notwithstanding the above, the successful proposer shall protect, defend, indemnify, save and hold harmless the City of Kenner, all city departments, agencies, boards and commissions, its officers, agents, servants and employees, including volunteers, from and against any and all claims, demands, expenses and liability arising out of injury or death to any person or the damage, loss or destruction of any property which may occur or in any way grow out of any negligent act or omission of the successful proposer, its agents, servants, and employees and any and all costs, expense and/or attorney fees incurred by the successful proposer as a result of any claim, demands, and/or causes of action except those claims, demands, and/or causes of action arising out of the negligence of the City, its officers, agents, and/or employees. The successful proposer agrees to investigate, handle, respond to, provide defense for and defend any such claims, demands or suits at its sole expense and agrees to bear all other costs and expenses related thereto, even if such claims, demands, or suits are groundless, false and fraudulent.

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F. Termination Kenner may terminate this contract for cause based upon the failure of the Proposer to comply with the terms and/or conditions of the contract; provided that Kenner shall give the Proposer written notice specifying the Proposer’s failure. If within ten (10) days after receipt of such notice, the Proposer shall not have corrected such failure and thereafter proceeded diligently to complete such correction, then Kenner may, at its option, place the Proposer in default and the contract shall terminate on the date specified in such notice. The Proposer may exercise any rights available to it under Louisiana Law to terminate for cause upon the failure of Kenner to comply with the terms and conditions of this contract; provided that the contractor shall give Kenner written notice specifying Kenner’s failure.

Kenner may terminate any contract entered into as a result of the RFP at any time by giving thirty (30) days written notice to the Proposer. The Proposer shall be entitled to payment for deliverables in progress, to the extent work has been performed satisfactorily.

This contract is contingent upon the appropriation of funds sufficient to fulfill the requirements of the contract. If Kenner, after diligent and good faith effort, fails to appropriate sufficient funds to provide for payment under this contract, the City’s obligation under the contract shall terminate on the last day of the fiscal year for which funds were approved and/or appropriated.

G. Ownership of Documents

All work product and all rights thereto in the nature of copyright, trademark, patent and rights to ideas will be assigned to, and will become the property of the City of Kenner whether or not the work is completed. In the event of termination of the Agreement, or abandonment or suspension of work performed under the agreement, all Work Product and all such rights thereto existing as of the date of such termination, suspension or abandonment will be assigned to, and will become the property of the City of Kenner as of such date. The term "Work Product" shall include, without limitation, any and all versions of any and all drawings, plans, graphs, photographs, slides, studies, schedules, budgets, estimates, layouts, and other work product and any services, which have been or will be prepared by Vendor, or under Vendor's direction, pursuant to the Agreement. Vendor will covenant, warrant and represent to the City of Kenner that Vendor has the right to assign the copyright and the Work Product. Vendor will refrain from disclosing any and all versions of plans to any third party without first obtaining the written consent of the City of Kenner. Vendor will not use or permit a third party to use any of the Work Product in connection with the Project or any other project without the written consent of the City of Kenner. Vendor will agree to deliver to the City of Kenner within five (5) days after written request made by the City of Kenner, all or any portion of the Work Product, as may be set forth in the City of Kenner's request. Vendor will be permitted to retain copies for information and reference. Vendor will provide the City of Kenner with updated copies of all Work Products

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on a monthly basis, either in reproducible form or computer disk as requested by the City of Kenner.

H. Confidentiality and Publicity

Vendor will retain all confidential information provided by the City of Kenner in the strictest confidence and will neither use it nor disclose it to anyone other than employees requiring the information to perform services under the agreement entered into between the City of Kenner and Vendor without the prior written consent of the City of Kenner. The City of Kenner will retain the right to enjoin any unauthorized disclosure in an appropriate court of law. Vendor will not issue any public announcements concerning the City of Kenner without the prior written consent of the City of Kenner.

I. Assignment/Subcontracting

1. Assignment. Vendor will not assign or transfer its interest, in whole or in part, under the Agreement, without the prior written consent of the City of Kenner, which consent may be granted or withheld in the sole and absolute discretion of the City of Kenner.

2. Subcontracting. Vendor may subcontract with other qualified firms or individuals as required to complete all, or a portion of, the delivery of equipment and services, subject to the prior written consent of the City of Kenner, which consent may be granted or withheld in the sole and absolute discretion of the City of Kenner. Vendor will clearly describe the reason for using any subcontractors, the specific role each subcontractor will play in the Project, and the relationship between the Vendor and its subcontractor that will be maintained during the term of the Agreement.

J. Content of Contract/Order of Precedence

In the event of a conflict among documents, the order of precedence, which shall govern, is as follows: 1) the final contract, 2) the Request for Proposal (RFP) and addenda (if any); and 3) the contractor’s proposal.

K. Substitution of Personnel

No additional changes, enhancements, or modifications to any contract resulting from this RFP shall be made without the prior written approval of the City of Kenner.

Changes to the contract include, but are not limited to, any change in: compensation; beginning/ending date of the contract; scope of work; and/or Proposer change through the Assignment of Contract process. Any such changes, once approved, will result in the issuance of an amendment to the contract which shall be signed by both parties.

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L. Force Majeure The Proposer and Kenner shall be exempted from performance under the contract for any period that the Proposer or Kenner is prevented from performing any services in whole or in part as a result of an act of God, strike, war, civil disturbance, epidemic or court order, provided the Proposer or Kenner has prudently and promptly acted to take any and all corrective steps that the Proposer or Kenner can promptly perform. Subject to this provision, such nonperformance shall not be considered cause or grounds for termination of the contract.

M. Governing Law

All activities associated with this RFP process shall be interpreted under Louisiana Law. All proposals and contracts submitted are subject to provisions of the laws of the State of Louisiana and the Kenner Code of Ordinances; purchasing rules and regulations; standard terms and conditions, including specifications listed in this RFP.

X. EVALUATION OF PROPOSALS The City of Kenner will review submitted proposals based upon, but not solely limited to, the criteria as outlined. Note that cost will be a factor, but not the only factor, in evaluating submitted proposals. The City of Kenner will evaluate proposals based upon each firm’s written submission. A. Rejection of Proposals

The City of Kenner reserves the right to reject any or all submissions in whole or in part for any reason without incurring any cost or liability whatsoever. All proposals will be reviewed for completeness of the submission requirements. If a proposal fails to meet a material requirement in the Request for Proposal, or is incomplete or contains irregularities, the proposal may be rejected. A deviation is material to the extent that a response is not in substantial accord with the requirements in the RFP. All bids may be rejected in any case where it is determined that the proposals are not really competitive, or where the cost is not reasonable. Proposals that contain false or misleading statements may be rejected if in the City of Kenner's opinion the information was intended to mislead the City of Kenner regarding a requirement of the RFP.

B. Evaluation Process and "Highest Scored Proposal"

A selection committee will review in detail all proposals that are received to determine the highest scored proposal. The City of Kenner reserves the right to determine the suitability of proposals on the basis of a proposal's meeting administrative requirements, business objectives, technical requirements, the review team's assessment of the quality and

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performance of the equipment and services proposed, cost, and other criteria as assessed by the review team. During the evaluation process, the City of Kenner may require a vendor's representative to answer questions with regard to the vendor's proposal. Failure of a vendor to demonstrate that the claims made in its proposal are in fact true may be sufficient cause for deeming a proposal non-responsive. The weight assigned to each criterion appears following each item:

• Responsiveness: Adherence to the requirements of this RFP.

Responsiveness of proposal to the original specifications set forth in the RFP, including whether or not the firm has completed pricing as outlined. (20 points)

• Qualifications and Experience: The ability, capacity, flexibility, financial

stability and skill of the firm to perform the contract, as evidenced by related factors such as its market position, strategic partnerships, customer base, standard financial reports, industry ratings/awards, ability to deliver within a reasonable time without delay, etc. Also includes client reference information from current or prior customers. (15 points)

• Technical Approach and Quality: The ability of the firm to meet the

specifications and requirements for equipment, installation, maintenance and service as evidenced by demonstrated success on similar projects, technician training, average response time, problem resolution process and parts availability (i.e. delivery time for routine and special orders, as well as on-hand inventory). Includes the quality of performance and service on previous contracts and/or contacts with the City of Kenner, if any, in the areas of administration, billing, operations and/or sales. The ability to provide quality equipment and services in fulfillment of the contract based upon business efficiencies, organizational structure, customer service, and technological competitiveness. (35 points)

• Cost: Cost consideration will be reviewed only if a proposal is determined

to be otherwise qualified. All figures entered on the vendor proposal must be clearly legible. (30 points)

XI. BEST AND FINAL OPTIONS: The City reserves the right to request a Best and Final Offer from any or all proposers.

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Exhibit “A”

Specifications

A. Support & Maintenance

ITEM REQUIREMENT Y N COMMENTS 1 All company support staff is located in North

America.

2 Customer Care Staff are dedicated to support & implementation. (i.e. time is not split between development and support)

3 There is a toll free 800 number at which live support is available for any issue 24 hours a day, 7 days a week (CST).

4 “24-7” Live support for CRM system down issues, 24 hours/day, 7 days/week, 365 days/year.

5 24 hour a day incident reporting and tracking is available through the company website.

6 Remote or dial in support is available

7 The support department has a portal for customers to search for information and contact support via web form

8 All support calls and incidents are tracked in a customer relationship management CRM system (CRM).

9 The support department resolves 95% of issues within 24 hours.

10 Training is available via webinar, on-site and/or via an online training portal

11 The company accepts new feature requests for consideration for future releases

12 The company has a software upgrade policy, where the maintenance support contract includes all releases free of charge.

13 The company has a product development “roadmap” and development cycle.

14 New releases of the software are released on a regular basis, at least once a year for continual development of the product incorporating customer enhancement requests, industry requirements and market needs.

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B. CRM system

ITEM REQUIREMENT Y N COMMENTS

1 CRM system is web based thus no client application needs to be installed.

2 CRM system is available in licensed, hosted, or both versions.

3 Must be able to run CRM system in multiple browsers. Please list.

4 CRM system has a single database supporting multiple users

5 CRM system allows user to select a date from a pop-up graphical calendar. A pop-up calendar is available on all date fields; however, date can be entered manually.

6 CRM system has online mapping capabilities.

7 Drop-down list values can be found by starting to type-a-head and value can be selected by point and click retrieval.

8 The CRM system can handle large search returns [over 500 items]?

9 CRM system allows authorizations and passwords to be administered according to a pre-defined client profile or user-role that determines which tables, screens, processes, etc. a person is permitted to access.

10 CRM system is password protected.

11 Users can change their own password at any time.

12 Password is not displayed while being typed.

13 Staff users can be assigned multiple user roles.

14 Administrators are able to suspend user access when a user is terminated.

15 Session automatically logs out after a predetermined time of inactivity and a password screen appears.

16 CRM system is scalable and robust (i.e. Successful implementation consisting of over 1,000 concurrent users).

17 CRM system provides an audit trail of all database and table changes (e.g. date/time and person making changes)

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ITEM REQUIREMENT Y N COMMENTS 18 CRM system has built-in file and record locking

capabilities to prevent simultaneous updating of records.

19 Administrators are able to limit input and viewing capabilities via user security group.

20 CRM system-wide spell check capability

21 CRM system is available to user 7 days a week, 24 hours a day.

22 CRM system has one click close out process.

23 CRM system is able to show all current and previous requests from a citizen by name, address, or telephone number.

24 The CRM has an internal message board for staff to post temporary messages that are triggers by issue type and/or location

25 CRM accepts service requests via twitter, text and in-bound email.

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C. Technical Requirements

ITEM REQUIREMENT Y N COMMENTS

1 CRM system is written entirely in Microsoft’s .NET programming framework.

2 The software follows open database standards.

3 The software is able to use MS SQL Server DB Platform.

4 The software writes directly to the MS SQL Server database without hitting any intermediate or proprietary database.

5 The software uses SQL and OLEDB standards.

6 Open Architecture: No proprietary hardware requirements

7 Compatible with or co-resident with Windows 2003/2008 Server Operating systems.

8 CRM system supports side-by-side load balanced web servers.

9 All communication between web client and server(s) is done via TCP/IP.

10 System must allow custom field definition

11 Provide industry standard documentation for your product.

12 Provide customization documentation.

13 Provide user documentation.

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D. Customer Relationship Requirements

ITEM REQUIREMENT Y N COMMENTS 1 CRM system has the ability to create custom

request types.

2 CRM system has the ability to create custom request workflows for each request type.

3 Requests can be submitted directly by customers over the web and via an operator (correspondence by phone, fax, email, mail, or in person).

4 All requests are automatically given a unique, sequential, time/date stamped ID number which is searchable.

5 Requests can be exported to external applications using XML and stored procedures.

6 Requests can be created by external applications and imported into the CRM system using XML and stored procedures.

7 CRM system allows for the identification of duplicate requests (by location, type, date range, and vicinity).

8 CRM system is able to reassign a request to a different person/department at any point along the way.

9 CRM system is able to route requests automatically to the person/department responsible for the request.

10 CRM system is able to route requests into queue/tray where designated staff can accept and take responsibility for request.

11 Simple information requests can be setup to immediately supply the requested information, and automatically close the request without passing it to staff.

12 Multiple documents of any file type can be added to requests.

13 CRM system has an automatic escalation process which includes an email to management when deadline is not met after a predetermined and configurable time.

14 CRM system must have multiple levels of escalations available for requests.

15 CRM system allows other management staff to receive emails when particular requests are entered.

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ITEM REQUIREMENT Y N COMMENTS 16 Notes can be added to requests. Notes include

date/time stamp and the user entering comment.

17 CRM system allows notes to be tagged as internal or external (external notes can be viewed on a public website where internal notes can only be viewed by designated staff). Default shall be to internal.

18 CRM system is able to show history of edits and updates made to a request.

19 CRM system has the ability to provide an audit trail of escalations, postponements, case notes, and other key information pertaining to the case.

20 CRM system is able to automatically notify citizen and staff when request is completed.

21 Requests can be designated for public access or internal access only.

22 CRM system allows supervisor staff to close tasks (activities) on behalf of staff reporting to them.

23 Customized sets of questions can be created in the CRM system and asked prior to request creation.

24 CRM system allows different sets of questions to be attached to different requests

25 CRM system allows answers to questions be in various forms (e.g. text box, radio button, dropdown, etc.).

26 Requests can be determined and assigned based on answers to submission questions.

27 Tasks (activities) in a request can be designated as mandatory or optional.

28 Requests can be reassigned to a different case type if request was accidentally submitted incorrectly.

29 Requests can be reassigned to a different department/staff at any point along the way.

30 Location maps must be printed on the trouble ticket from the CRM system of complaint location.

31 Requests can be automatically closed after tasks (activities) have been completed.

32 Requests and tasks (activities) can be postponed and automatically reactivated.

33 CRM system allows closed requests to be re-opened.

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ITEM REQUIREMENT Y N COMMENTS 34 CRM system has the ability for users to know how

many service requests are currently in the queue waiting to be served.

35 CRM system has the ability for users to know the average time spent with each request.

36 CRM system has the ability for users to know how many requests have been entered.

37 CRM system is able to create anonymous requests.

38 CRM system has correspondence management that allows emails to be created and mailed within the CRM system through Microsoft Outlook.

39 CRM system allows call takers to use an interactive map to identify and select a problem location.

40 CRM system has the ability to add user defined fields for citizens, locations, and cases to capture, search, and record on these fields.

41 Ability to merge duplicate caller information

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E. Knowledge Base (KB)

ITEM REQUIREMENT Y N COMMENTS 1 CRM system has a knowledge base (KB)

component that utilizes web content management functionality.

2 KB is accessible through username/password permissions.

3 Workflows can be built into KB to allow users to approve, simply edit, and publish content in real time.

4 KB has the ability to publish frequently asked questions.

5 KB has the ability to publish frequently requested documents.

6 KB has native searching capabilities.

7 KB can be separated into internal and external sites.

8 KB has the ability to post and record results for a survey.

9 KB has the ability to show public events (e.g. county fair) in a calendar format.

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F. Integration

ITEM REQUIREMENT Y N COMMENTS 1 CRM system must be tightly integrated with an

ESRI GIS system. ArcIMS layers must be imported and used by the CRM system.

2 CRM System has ability for a standard web service interface to other systems, including but not limited to work order, timekeeping and asset management systems.

3 API access at no charge

4 CRM system must be able to send bi-directional information (depending on technology of host system) in real time using a variety of methods including XML, stored procedures, web services etc.

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G. Internet

ITEM REQUIREMENT Y N COMMENTS 1 Citizens have the ability to login and enter requests

over the internet.

2 Citizens are able to add attachments to their requests.

3 CRM system allows citizens to login and track their requests over the internet.

4 CRM system has a public bulletin board component that allows common requests to be displayed.

5 Citizens do not need to login in order to view the public bulletin board.

6 Web form must be configurable

7 Custom fields available on web

8 Ability to completely customize the “look and feel” of the website. The site can be configured by the organization to have the same color, fonts, backgrounds, and header as the organizations main website.

9 Knowledge Base access

10 Internet CRM system uses cascading style sheets.

11 Request auto call, text or email.

12 CRM system is scalable to accommodate multiple Internet customers performing transactions simultaneously.

13 Internet CRM system is scalable across multiple servers.

14 Internet CRM system uses Microsoft IIS.

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H. Reporting

ITEM REQUIREMENT Y N COMMENTS 1 CRM system has standard reports which are

customizable.

2 Reports will be available based on user permissions (i.e. different users will have reports available to them)

3 Management users can view detailed reports to analyse performance.

4 Reports can be previewed and printed from a web browser.

5 Reports can be exported from CRM system (e.g. MS Excel, PDF, etc.)

6 Reports can integrate to GIS to provide map based reports.

7 Ability to add document templates into workflow (i.e. force letters and emails to be automatically created from a template and sent to citizen).

8 CRM system has an interactive management Dashboard report

9 Reports can be scheduled to auto run and sent by email.

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Exhibit “B” Qualifications Questionnaire

ITEM QUALIFICATIONS Y N COMMENTS 1 Does the company have significant local government market

presence as shown by multiple customer installations in North America?

2 Is the Company’s core business providing solutions to local government?

3 The company has staff members dedicated to the local government market.

4

The company has its corporate headquarters in the United States.

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Exhibit “C’’ QUALIFICATIONS WORKSHEET General Statement of Qualifications: Qualified Licenses (Personnel and Company): Qualified Certifications (Personnel and Company): Describe your Customer Care Department:

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Exhibit “D” CLIENT WORK HISTORY Proposer is to list applicable awarded contracts within the same scope of work during the past 5 years.

1. Client Name: ________________________________________________________ Contact Name: ______________________________________________________ Phone Number: ______________________________________________________ Dates of Service: _____________________________________________________ Brief description of service provided_______________________________________ ___________________________________________________________________ ___________________________________________________________________ 2. Client Name: ________________________________________________________ Contact Name: ______________________________________________________ Phone Number: ______________________________________________________ Dates of Service: _____________________________________________________ Brief description of service provided_______________________________________ ___________________________________________________________________ ___________________________________________________________________ 3. Client Name: ________________________________________________________ Contact Name: ______________________________________________________ Phone Number: ______________________________________________________ Dates of Service: _____________________________________________________ Brief description of service provided_______________________________________ ___________________________________________________________________ ___________________________________________________________________ 4. Client Name: ________________________________________________________ Contact Name: ______________________________________________________ Phone Number: ______________________________________________________ Dates of Service: _____________________________________________________ Brief description of service provided_______________________________________ ___________________________________________________________________ ___________________________________________________________________ In the last three years, have you been released or removed from a job prior to the job being completed? YES _____ NO _____ If yes, give reason(s) _________________________.

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EXHIBIT “E”

DETAILED PRODUCT PRICING

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Exhibit “F”

GOODS AND SERVICES VENDORS FOR CONTRACTS UNDER $100,000

INSURANCE SPECIFICATIONS PLEASE READ INSURANCE REQUIREMENTS CAREFULLY TO ENSURE ALL INSURANCE COSTS ARE INCLUDED IN BID. I. INSURANCE REQUIREMENTS: THE VENDOR IS CAUTIONED TO ASSURE THAT THE TOTAL INSURANCE REQUIREMENTS FOR THIS PROJECT ARE THOROUGHLY REVIEWED, UNDERSTOOD AND MET. THE CITY OF KENNER (HEREIN AFTER REFFERRED TO AS KENNER), THROUGH ITS RISK MANAGEMENT CONSULANT, WILL THOROUGHLY REVIEW THE COMPLETE INSURANCE DOCUMENTATION SUBMITTED, PRIOR TO THE START OF WORK. FAILURE TO COMPLY WITH THE TERMS AND CONDITIONS MAY BE GROUNDS FOR REJECTION OF AND/OR REFUSAL TO AWARD A CONTRACT, PREFERRED VENDOR STATUS OR PERMIT ISSUANCE. IF APPLICABLE, SUBCONTRACTORS MUST MEET THESE REQUIREMENTS AS WELL. COVERAGES CANNOT EXCLUDE SERVICES PROVIDED TO CITY OF KENNER. A. GENERAL: The following insurance requirements shall be provided and shall apply on a primary basis. The total limit of insurance must be equal to or greater than the minimum acceptable limits indicated below. This limit may include umbrella or excess liability coverages. Additionally, each line of insurance may have its own set of requirements that must be met. “CLAIMS MADE” POLICIES OF INSURANCE ARE NOT ACCEPTABLE for auto liability, general liability, employers’ liability, and umbrella liability, but are acceptable for professional liability, pollution liability and errors and omissions policies. B. INSURANCE: Insurance obtained and maintained by the Vendor shall contain the following coverages and limits:

1. WORKERS COMPENSATION:

a. State Act - Louisiana Statutory Requirements; Provide Other States coverage, if applicable;

b. Employers Liability with minimum acceptable limits of $500,000/$500,000/$500,000; and

c. Waiver of subrogation in favor of The City of Kenner, its elected and appointed officials, agents, directors, servants, employees, volunteers, and any other entities who may require waivers by specific contract.

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2. GENERAL LIABILITY:

a. Commercial General Liability Form CG 00 01, or pre-approved equivalent; Minimal acceptable limit: $500,000 per occurrence; $500,000 general aggregate; $500,000 products/completed operations aggregate; including

i. Product Liability coverage if selling food or goods, and ii. Liquor Liability coverage if selling, serving or furnishing alcohol;

b. Additional Insured endorsement in favor of The City of Kenner, its elected and

appointed officials, agents, directors, servants, employees and volunteers on CG 2010 Form B (edition 07 04), or approved equivalent; and

c. Waiver of Transfer of Rights of Recovery against Others to in favor of The City of

Kenner, its elected and appointed officials, agents, directors, servants, employees, and volunteers.

Note: The general liability policy shall not exclude any standardized coverage included in the required basic form or limit Contractual Coverages for this project in any way that would prohibit or limit the reporting of any claim or suit and the subsequent defense and indemnity that would normally be provided by the policy. General liability shall include coverage under damage to rented premises.

3. AUTO LIABILITY:

a. Minimal acceptable limit: $500,000 Combined Single Limits; b. Liability coverage to be provided for Any Auto or for All Owned autos and Hired

and Non-owned Autos. If Vendor owns no vehicles, then a Hired and Non-owned Auto Liability policy is required;

c. Additional Insured endorsement in favor of The City of Kenner, its elected and appointed officials, agents, directors, servants, employees, and volunteers; and

d. Waiver of Transfer of Rights of Recovery Against Others to Us in favor of The City of Kenner, its elected and appointed officials, agents, directors, servants, employees, and volunteers.

II GENERAL SPECIFICATIONS A. VENDOR’S LIABILITY INSURANCE: The Vendor shall purchase in its name, and maintain at its sole cost and expense, such liability and other insurance as set out in the insurance requirements of this Document. This insurance will provide primary coverage for claims and/or suits which may arise out of or result from the Vendor’s performance and furnishing of the work, goods or services, whether it is performed and/or furnished by the Vendor, any subcontractor, partner, supplier, or by anyone directly or indirectly employed by any of them to perform or furnish any of the work, goods or services, or by anyone for whose acts any of them may be liable. Additionally, the Vendor should be aware of and comply with any requirements of its own insurance policies.

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If applicable, the Vendor shall require all subcontractors to maintain, in limits equal to or greater than Vendor’s, the same insurance coverage for work performed or goods or services provided. The vendor shall insert this requirement in all contracts or agreements with all entities and/or persons who perform any work and provide goods and/or services. Shall the Vendor allow any subcontractors to perform work and/or provide goods or services without the required types and limits of insurance coverage. In the event of a subcontractor’s non-compliance with this requirement, the Vendor shall be responsible for any damages or liabilities arising from the subcontractors work, actions, or inactions. B. GENERAL REQUIREMENTS: 1. Qualifications of Insurers:

a. All insurance required in this document are to be purchased and maintained by the Vendor from insurance companies that are duly licensed by the State of Louisiana to issue insurance policies for the limits and coverages so required. Such insurance companies utilized are to have a minimum rating of A VII as of the most currently published A.M. Best Guide. Any variance must be approved by KENNER.

b. If the insurance company(s) providing any insurance coverage furnished by the

Vendor is declared bankrupt, becomes insolvent, its right to do business in Louisiana is terminated or it ceases to meet the requirements of this Document, the Vendor shall, within thirty (30) days thereafter, substitute another insurance company(s) acceptable to KENNER. KENNER reserves the right to mandate cessation of all work or provision of goods and/or services until the receipt of acceptable replacement insurance.

2. Partnerships and Joint Ventures: If the Vendor is a partnership or joint venture then the evidence of all primary and excess liability insurance required to be maintained during the term hereunder shall be furnished in the name of the partnership or joint venture. Evidence of continuing primary commercial general liability insurance, which shall remain in effect in the name of the partnership or joint venture shall also be furnished. 3. Certificates of Insurance/Policies of Insurance:

a. The Vendor shall deliver to KENNER Certificates of Insurance, with copies to each additional insured identified in the Contract, evidencing all insurance which the Vendor has purchased and shall maintain in accordance with this Document. It is mandatory that within ten (10) days after the notification of the acceptance of the vendor application, the Vendor shall furnish to KENNER the certificates of insurance as required in this Document. KENNER reserves the right to require a complete copy of all policies, forms and endorsements, if it is deemed necessary.

b. KENNER may require that any impaired aggregate (s) be replenished in its favor

prior to commencement of work or the provisions of goods and/or services; and/or during its progress.

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c. KENNER reserves the right to request removal of any endorsement(s) that it finds jeopardizes its own insurance portfolio. Failure to reach a compromise may result in contract cancellation or disqualification of bidder. KENNER reserves the right to request certified copies of any policy (s) evidenced by the Certificate(s) of Insurance. The requested certified copies should be provided to KENNER within ten (10) days of the written request.

4. Objection by KENNER: If KENNER has any objection to the coverage afforded by or any other provisions of the insurance required to be purchased and maintained by the Vendor in accordance with the insurance requirements for the work and/or the provision of goods and/or services on the basis of non-conformance with the requirements, KENNER shall notify the Vendor in writing within fifteen (15) days after receipt of the Certificates. The Vendor shall provide a written response to KENNER’s objections within ten (10) days from the date of the letter request. 5. The Vendor’s Failure: Upon failure of the Vendor or his subcontractor to purchase, furnish, deliver or maintain such insurance as required herein, at the election of KENNER, the Contract may be forthwith declared suspended, discontinued, or terminated. Failure of the Vendor to purchase and maintain insurance shall not relieve the Vendor from any liability under the Contract, nor shall the insurance requirements be construed to conflict with the obligations of the Vendor concerning indemnification. 6. No waiver of liability: Acceptance of evidence of the insurance requirements by KENNER in no way relieves or decreases the liability of the Vendor for his performance of any work or the provision of goods or services. Additionally, the Vendor is responsible for any losses, expenses, damages, claims and/or suits and costs of any kind which exceed the Vendor’s limits of liability or which may be outside the coverage scope of the Vendor’s insurance policies. The insurance requirements outlined in this Document shall in no way be construed to limit or eliminate the liability of the Vendor that may arise from the performance of work and/or provision of goods and/or services. The Vendor’s coverage is to be primary for any and all claims and/or suits related to or arising from his operations and any of the insurance coverage(s) maintained by KENNER is/are to be deemed as excess of the Vendor’s insurance coverage and shall not contribute with or to it in any way. The limits required herein are the minimum acceptable limits for this contract. KENNER in no way affirms that this is an adequate level of insurance for its operations. 7. No Recourse Against KENNER: The insurance companies issuing the policies shall have no recourse against KENNER for payment of any premiums, deductibles, retentions or for assessments under any form or policy. These shall be borne by and be the sole responsibility of the Vendor.

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CORPORATE RESOLUTION

Excerpt from minutes of meeting of the Board of Directors of _____________________________________________________________ Incorporated. At the meeting of Directors of _______________________________________, duly noticed and held on _______________________________, a quorum being there present, on motion duly made and seconded. It was: RESOLVED. That _________________________________________________, be and is hereby appointed, constituted and designated as agent and attorney-in-fact of the corporation with full power and authority to act on behalf of this corporation in all negotiations, bidding, concerns and transactions with the City of Kenner or any of its agencies, departments, employees or agents, including but not limited to, the execution of all bids, papers, documents, affidavits, bonds, sureties, contracts and acts and to receive and receipt therefore all purchase orders and notices issued pursuant to the provisions of any such contract, this corporation hereby ratifying, approving, confirming, and accepting each and every such act performed by said agent and attorney-in-fact. I hereby certify the foregoing to be a true and correct copy of an excerpt of the minutes of the above dated meeting of the Board of Directors of said Corporation, and the same has not been revoked or rescinded. _________________________________ SECRETARY-TREASURER _________________________________ DATE

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AFFIDAVIT STATE OF LOUISIANA CITY OF KENNER

BEFORE ME, the undersigned authority, personally came and appeared,

, who after being duly sworn and deposed, said that he is the fully authorized

of hereinafter referred to as “CONSULTANT,” who

attest that:

(1) CONSULTANT has not and will not employ any person, corporation, firm, association, or other organization, either directly or indirectly, to secure the public contract under which they are to directly or indirectly receive payment, other than persons regularly employed by CONSULTANT, whose services in connection with the project or in securing the public contract are in the regular course of duties for CONSULTANT.

(2) No part of the contract price was paid or will be paid to any person,

corporation, firm, association, or other organization for soliciting the contract, other than the payment of their normal compensation to persons regularly employed by CONSULTANT whose services with the project are in the regular course of their duties for CONSULTANT.

(3) Included herein is a list of all campaign contributions and value of in-kind

contributions made to elected officials of the City of Kenner during the current term and past term and CONSULTANT has not made any contributions to or in support of elected officials of the City of Kenner through or in the name of another entity, either directly or indirectly.

CONSULTANT

By: ___________________________

SWORN TO AND SUBSCRIBED BEFORE ME THIS DAY OF , 20 .

NOTARY PUBLIC

PRINT NAME BAR OR NOTARY NUMBER L:\Sample Forms\AFFIDAVIT non collusion correct version 10 1 07.wpd .wpd

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CITY OF KENNER

SOFTWARE FOR CITIZEN RELATIONSHIP SOLUTION

THIS FORM MUST BE THE LAST PAGE OF YOUR BID PROPOSAL.

Vendor Acknowledgment Form The undersigned hereby certifies that he/she understands the specifications, has read the document in its entirety and that the prices submitted in this offering have been carefully reviewed and are submitted as correct and final. Vendor further certifies and agrees to furnish any or all products/services upon which prices are extended at the price offered, and upon conditions contained in the specifications of the Invitation for Offer. The following information must be filled out in its entirety for your quote to be considered: Company Name: Address of Principal Place of Business: __________________________________________________________________________________ Phone/Fax of Principal Place of Business: ________________________________________________ Address, Phone/Fax Number of Majority__________________________________________________ Owner Principal Place of Business: ______________________________________________________ E-mail Address of Representative: _____________________________________________________ Authorized Representative: ___________________________________________________________ Name Date

__________________________________

Title Acknowledgement of Exhibits: #A____ #B____ #C_____ #D_____#E_____#F_____