Agenda 11/14/2017 Item #16E 111/14/2017
EXECUTIVE SUMMARY
Recommendation to award RFP 17-7127, “3-1-1 / Customer Relationship Management (CRM)
Initiative,” to QScend Technologies, Inc.
OBJECTIVE: To deliver customer-focused high-quality services to Collier County customers, our
residents, visitors, and businesses.
CONSIDERATIONS: Collier County is dedicated to providing consistent communication to its
customers. Increasingly, the County’s customers expect service levels similar to those offered by private
service providers. Customers expect to be able to access information and connect with County
government when and where they want. It is in the County’s best interest to accommodate this demand
and broaden the channels and methods utilized to disseminate and provide needed information associated
with services provided.
To this end, the Administrative Services Department seeks a solution to modernize its Customer
Relationship Management system and provide a world class customer service system that promotes
citizen engagement, allows two-way communication through a single point of contact (so members of the
public do not have to know which organization is responsible), and uses multiple channels including in
person and by telephone with 24-hour access via web and mobile device.
Collier County is a complex organization consisting of five Constitutional Offices, the Board of
Commissioners, and over 40 divisions that provide dozens of services to the general public. Navigating
through the maze is no easy task. By implementing a single point of contact (one phone number, 3-1-1,
to remember), members of the public can quickly and easily access their government to get information,
report a problem or concern, or obtain necessary services. Information call centers using 3 -1-1
technology have been in existence for more than 15 years. The concept that started as an information call
center has transformed into citizen engagement tools that offer self -service access to County services and
information all day, every day. By calling one single phone number or using web based applications on
computers, tablets and phones, the County is always open and always accessible. A quick inquiry can
provide answers to commonly asked questions. Constituents can take a picture and upload it directly to
the County where a work order for repair can be generated. Services can be requested, routed to the
proper channels, and the requester notified when it is completed.
On May 5, 2017, the Procurement Services Division requested proposals for the 3 -1-1 Customer
Relationship Management (CRM) system. A total of 1,605 notices were sent, 80 packages were
downloaded, and five (5) vendors submitted proposals. The Selection Committee met on June 8, 2017
and shortlisted the five (5) firms to the top two and those firms were asked to make presentations. On
August 24, 2017, the Committee convened after the vendor presentations and scored/ranked QScend
Technologies, Inc. as the number one ranked firm. Negotiations were initiated and staff recommends
awarding the contract to QScend Technologies.
This software solution will be used as a tool to enhance the connectivity between the County’s customers
and internal departments and divisions to deliver a consistent message. Self -service access for customers,
in the forms of a public facing knowledge database and a service request or issue reporting platform, will
reduce the demands on staff time to answer the simple questions and reduce the amount of transfers
between different departments and divisions. Leveraging the capabilities of the system and the data
collected by customer requests, the County will be able to better understand and anticipate customer
needs and address concerns before they become major issues. Through analysis of the data, the County
will be able to observe trends, refine customer service goals, and analyze the effectiveness of their
16.E.1
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11/14/2017
departments and divisions. This analysis will allow for greater use of data to drive decisions and allocate
the necessary resources to be effective and efficient.
FISCAL IMPACT: The QScend CRM is a subscription based, hosted service. The cost for the first
year is $46,950. Funds are available in the Communications and Customer Service budget 301-100150.
The total cost for the first five years is $244,850.
LEGAL CONSIDERATIONS: This item is approved as to form and legality, and requires majority
vote for Board approval.-SRT
GROWTH MANAGEMENT IMPACT: There is no growth management impact associated with this
Executive Summary.
RECOMMENDATION: To award RFP 17-7127 3-1-1 Customer Relationship Management (CRM) to
QScend Technologies, Inc. and authorize the Chairman to execute the attached contract.
Prepared By: Lee Willer-Spector, Operations Analyst, Admin Services Dept.
ATTACHMENT(S)
1. 17-7127 3-1-1 Customer Relationship Mgt Solicitation (PDF)
2. [Linked] QScend Proposal (PDF)
3. 17-7127_Step 1 Scoring (PDF)
4. 17-7127_Step 2 Final Rank (PDF)
5. 17-7127 3-1-1 CRM Initiative_ NORA (PDF)
6. 17-7127 Qscend_Contract_VSigned (PDF)
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11/14/2017
COLLIER COUNTY
Board of County Commissioners
Item Number: 16.E.1
Doc ID: 4099
Item Summary: Recommendation to award RFP 17-7127, “3-1-1 / Customer Relationship
Management (CRM) Initiative,” to Qscend Technologies, Inc.
Meeting Date: 11/14/2017
Prepared by:
Title: Manager - Technical Systems Operations – Administrative Services Department
Name: Michael Cox
10/31/2017 2:18 PM
Submitted by:
Title: Department Head - Administrative Svc – Administrative Services Department
Name: Len Price
10/31/2017 2:18 PM
Approved By:
Review:
Procurement Services Opal Vann Level 1 Purchasing Gatekeeper Completed 10/31/2017 4:13 PM
Administrative Services Department Paula Brethauer Level 1 Division Reviewer Completed 11/01/2017 10:35 AM
Procurement Services Sandra Herrera Additional Reviewer Completed 11/01/2017 3:14 PM
Procurement Services Swainson Hall Additional Reviewer Completed 11/02/2017 10:13 AM
Procurement Services Brenda Brilhart Additional Reviewer Completed 11/02/2017 10:24 AM
Procurement Services Ted Coyman Additional Reviewer Completed 11/02/2017 3:04 PM
Administrative Services Department Len Price Level 2 Division Administrator Review Completed 11/02/2017 4:31 PM
County Attorney's Office Scott Teach Level 2 Attorney Review Completed 11/05/2017 9:26 AM
Office of Management and Budget Valerie Fleming Level 3 OMB Gatekeeper Review Completed 11/06/2017 8:24 AM
County Attorney's Office Jeffrey A. Klatzkow Level 3 County Attorney's Office Review Completed 11/06/2017 9:42 AM
Budget and Management Office Mark Isackson Additional Reviewer Completed 11/06/2017 10:20 AM
County Manager's Office Leo E. Ochs Level 4 County Manager Review Completed 11/06/2017 10:40 AM
Board of County Commissioners MaryJo Brock Meeting Pending 11/14/2017 9:00 AM
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REQUEST FOR PROPOSAL
COLLIER COUNTY
BOARD OF COUNTY COMMISSIONERS
RFP 17-7127
3-1-1 / Customer Relationship Management (CRM) Initiative
Brenda Brilhart, Procurement Strategist
(239) 252-8446 (Telephone)
(239) 252-6697 (Fax)
BrendaBrilhart@colliergov.net (Email)
New address 3295 Tamiami Trail, Naples Florida 34112
This proposal solicitation document is prepared in a Microsoft Word format. Any alterations to this document
made by the Vendor may be grounds for rejection of proposal, cancellation of any subsequent award, or any
other legal remedies available to the Collier County Government.
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Packet Pg. 1611 Attachment: 17-7127 3-1-1 Customer Relationship Mgt Solicitation (4099 : Award RFP 17-7127, “3-1-1/Customer Relationship Mgmt (CRM)
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Table of Contents
LEGAL NOTICE .................................................................................................................................................................. 3
EXHIBIT I: SCOPE OF WORK, SPECIFICATIONS AND RESPONSE FORMAT ........................................................................... 4
EXHIBIT II: GENERAL RFP INSTRUCTIONS .......................................................................................................................... 8
EXHIBIT III: COLLIER COUNTY PURCHASE ORDER TERMS AND CONDITIONS ....................................................................11
EXHIBIT IV: ADDITIONAL TERMS AND CONDITIONS FOR RFP...........................................................................................14
ATTACHMENT 1: VENDOR’S NON-RESPONSE STATEMENT ...............................................................................................23
ATTACHMENT 2: VENDOR CHECK LIST .............................................................................................................................24
ATTACHMENT 3: CONFLICT OF INTEREST AFFIDAVIT ........................................................................................................25
ATTACHMENT 4: VENDOR DECLARATION STATEMENT ....................................................................................................26
ATTACHMENT 5: AFFIDAVIT FOR CLAIMING STATUS AS A LOCAL BUSINESS ....................................................................28
ATTACHMENT 6: IMMIGRATION AFFIDAVIT CERTIFICATION ...........................................................................................29
ATTACHMENT 7: VENDOR SUBSTITUTE W – 9 .................................................................................................................30
ATTACHMENT 8: INSURANCE AND BONDING REQUIREMENTS ........................................................................................31
EXHIBIT A – SCOPE OF SERVICES ……………………………………………………………………………………………………………………………….. 33
EXHIBIT B -- CRM DESIRED CAPABILITIES (Provided as Separate File)
EXHIBIT C – TECHNICAL ARCHITECTURAL, COMPATITBILITY AND SUPPORTABILITY (TACS) (Provided as Separate File)
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Packet Pg. 1612 Attachment: 17-7127 3-1-1 Customer Relationship Mgt Solicitation (4099 : Award RFP 17-7127, “3-1-1/Customer Relationship Mgmt (CRM)
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Legal Notice
Sealed Proposals to provide a 3-1-1 / Customer Relationship Management (CRM) Initiative will be
received until 3:00 PM Naples local time, on June 1, 2017 at the Collier County Government,
Procurement Services Division, 3295 Tamiami Trail E, Naples, FL 34112.
RFP 17-7127
3-1-1 / Customer Relationship Management (CRM) Initiative
Services to be provided may include, but not be limited to the following: Collier County is dedicated to
be customer focused and deliver high-quality services to its customers, our residents, visitors, and
businesses. In order to deliver this level of service Collier County must be able to provide consistent
communication to its customers and is seeking proposals to provide 3-1-1 / CRM services.
A pre-proposal conference will not be held for this solicitation. All statements shall be made upon the
official proposal form which may be obtained on the Collier County Procurement Services Division
Online Bidding System website: www.colliergov.net/bid.
Collier County does not discriminate based on age, race, color, sex, religion, national origin, disability
or marital status.
BOARD OF COUNTY COMMISSIONERS
COLLIER COUNTY, FLORIDA,
BY: /S/ Edward F. Coyman, Jr.
Director, Procurement Services
This Public Notice was posted on the Collier County Procurement Services Division website:
www.colliergov.net/purchasing and in the Lobby of Procurement Services Division Building, 3295
Tamiami Trail East, Naples Florida 34112 / Collier County Government Center on May 5, 2017.
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Packet Pg. 1613 Attachment: 17-7127 3-1-1 Customer Relationship Mgt Solicitation (4099 : Award RFP 17-7127, “3-1-1/Customer Relationship Mgmt (CRM)
ADDENDUM 1
Memorandum
Date: May 11, 2017
From: Brenda Brilhart, Procurement Strategist
To: Interested Bidders
Subject: Addendum 1, 3-1-1 / Customer Relationship Management (CRM) Initiative
The following is issued as an addendum identifying the following change(s) for the
referenced solicitation and/or clarifying material questions received:
REPLACE Insurance Requirements Form with the attached.
If you require additional information please post a question on the Online Bidding site or
contact me using the above contact information.
cc: Lee Spector-Willer, Project Manager
Enc: 1
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Packet Pg. 1614 Attachment: 17-7127 3-1-1 Customer Relationship Mgt Solicitation (4099 : Award RFP 17-7127, “3-1-1/Customer Relationship Mgmt (CRM)
ADDENDUM 2
Memorandum
Date: June 1, 2017
From: Brenda Brilhart, Procurement Strategist
To: Interested Bidders
Subject: Addendum 2, 3-1-1 / Customer Relationship Management (CRM) Initiative
The following is issued as an addendum identifying the following change(s) for the
referenced solicitation and/or clarifying material questions received:
• This addendum has been issued to allow for additional fields for documents to be
uploaded.
If you require additional information please post a question on the Online Bidding site or
contact me using the above contact information.
cc: Lee Spector-Willer, Project Manager
16.E.1.a
Packet Pg. 1615 Attachment: 17-7127 3-1-1 Customer Relationship Mgt Solicitation (4099 : Award RFP 17-7127, “3-1-1/Customer Relationship Mgmt (CRM)
Attachment 8: Insurance and Bonding Requirements
Insurance / Bond Type Required Limits
1. Worker’s Compensation Statutory Limits of Florida Statutes, Chapter 440 and all Federal Government
Statutory Limits and Requirements
2. Employer’s Liability
$500,000 single limit per occurrence
3. Commercial General
Liability (Occurrence Form)
patterned after the current
ISO form
Bodily Injury and Property Damage
$1,000,000 single limit per occurrence, $2,000,000 aggregate for Bodily Injury Liability
and Property Damage Liability. This shall include Premises and Operations;
Independent Contractors; Products and Completed Operations and Contractual
Liability
4. Indemnification To the maximum extent permitted by Florida law, the Contractor/Vendor/ Consultant
shall indemnify and hold harmless Collier County, its officers and employees from any
and all liabilities, damages, losses and costs, including, but not limited to, reasonable
attorneys’ fees and paralegals’ fees, to the extent caused by the negligence,
recklessness, or intentionally wrongful conduct of the Contractor/Vendor/Consultant or
anyone employed or utilized by the Contractor/ Vendor/Consultant in the performance
of this Agreement. This indemnification obligation shall not be construed to negate,
abridge or reduce any other rights or remedies which otherwise may be available to an
indemnified party or person described in this paragraph. This section does not pertain
to any incident arising from the sole negligence of Collier County.
4. Automobile Liability $ __________ Each Occurrence; Bodily Injury & Property Damage,
Owned/Non-owned/Hired; Automobile Included
5. Other insurance as
noted:
Watercraft $ __________ Per Occurrence
United States Longshoreman's and Harborworker's Act coverage shall be
maintained where applicable to the completion of the work.
$ __________ Per Occurrence
Aircraft Liability coverage shall be carried in limits of not less than $5,000,000 each
occurrence if applicable to the completion of the Services under this Agreement.
$ __________ Per Occurrence
Technology Errors & Omissions $1,000,000 Per Occurrence
Cyber Insurance $1,000,000 Per Occurrence
Professional Liability $__________ Per Occurrence
• $ 500,000 each claim and in the aggregate
• $1,000,000 each claim and in the aggregate
• $2,000,000 each claim and in the aggregate
Professional Liability $__________ per claim and in
the aggregate
• $1,000,000 per claim and in the aggregate
• $2,000,000 per claim and in the aggregate
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Packet Pg. 1616 Attachment: 17-7127 3-1-1 Customer Relationship Mgt Solicitation (4099 : Award RFP 17-7127, “3-1-1/Customer Relationship Mgmt (CRM)
Valuable Papers Insurance $__________ Per Occurrence
Employee Dishonesty / Crime $__________ Per Occurrence
Including Employee Theft, Funds Transfer Fraud, Include a Joint Loss Payee
endorsement naming Collier County.
6. Bid bond
Shall be submitted with proposal response in the form of certified funds, cashiers’
check or an irrevocable letter of credit, a cash bond posted with the County Clerk, or
proposal bond in a sum equal to 5% of the cost proposal. All checks shall be made
payable to the Collier County Board of County Commissioners on a bank or trust
company located in the State of Florida and insured by the Federal Deposit Insurance
Corporation.
7. Performance and
Payment Bonds
For projects in excess of $200,000, bonds shall be submitted with the executed
contract by Proposers receiving award, and written for 100% of the Contract award
amount, the cost borne by the Proposer receiving an award. The Performance and
Payment Bonds shall be underwritten by a surety authorized to do business in the
State of Florida and otherwise acceptable to Owner; provided, however, the surety
shall be rated as “A-“ or better as to general policy holders rating and Class V or higher
rating as to financial size category and the amount required shall not exceed 5% of the
reported policy holders’ surplus, all as reported in the most current Best Key Rating
Guide, published by A.M. Best Company, Inc. of 75 Fulton Street, New York, New York
10038.
8. Vendor shall ensure that all subcontractors comply with the same insurance requirements that he is
required to meet. The same Vendor shall provide County with certificates of insura nce meeting the
required insurance provisions.
9. Collier County must be named as "ADDITIONAL INSURED" on the Insurance Certificate for
Commercial General Liability where required.
10. The Certificate Holder shall be named as Collier County Board of County Commissioners, OR,
Board of County Commissioners in Collier County, OR Collier County Government, OR Collier County.
The Certificates of Insurance must state the Contract Number, or Project Number, or specific Project
description, or must read: For any and all work performed on behalf of Collier County.
11. Thirty (30) Days Cancellation Notice required.
RLC 5/5/2017
_____________________________________________________________________________________
Vendor’s Insurance Statement
We understand the insurance requirements of these specifications and that the evidence of insurability may
be required within five (5) days of the award of this solicitation.
Name of Firm
_______________________________________ Date ____________________________
Vendor
Signature
_________________________________________________________________________
Print Name
_________________________________________________________________________
Insurance
Agency
_________________________________________________________________________
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Exhibit I: Scope of Work, Specifications and Response Format
As requested by the Collier County Administrative Services Department (hereinafter, the “Division or
Department”), the Collier County Board of County Commissioners Procurement Services Division
(hereinafter, “County”) has issued this Request for Proposal (hereinafter, “RFP”) with the intent of
obtaining proposals from interested and qualified Consultants in accordance with the terms,
conditions and specifications stated or attached. The Consultant, at a minimum, must achieve the
requirements of the Specifications or Scope of Work stated.
The results of this solicitation may be used by other County departments once awarded according to
the Board of County Commissioners Procurement Ordinance, as amended.
Detailed Scope of Work - See Exhibit A
Term of Contract
The County’s intent is to negotiate an agreement with the number one ranked firm. The
contract term, if an award(s) is/are made is intended to be for a five (5) year period with one (5) year
renewal option. Prices shall remain firm for the term of this contract. Surcharges will not be
accepted in conjunction with this contract, and such charges should be incorporated into the pricing
structure.
Projected Solicitation Timetable
The following projected timetable should be used as a working guide for planning purposes only. The
County reserves the right to adjust this timetable as required during the course of the RFP process.
Event Date
Issue Solicitation Notice 05/05/2017
Last Date for Receipt of Written Questions 5:00 PM 5/25/17
Pre-solicitation meeting N/A
Addendum Issued By 5/29/17
Solicitation Deadline Date and Time 3:00 PM 6/2/17
Anticipated Evaluation of Submittals Week of 6/8/17
Vendor Presentations if Required TBD
Anticipated Completion of Contract Negotiations By 7/31/17
Anticipated Board of County Commissioner’s Contract Approval By 9/30/17
Response Format
The Vendor understands and agrees to abide by all of the RFP specifications, provisions, terms
and conditions of same, and all ordinances and policies of Collier County. The Vendor further
agrees that if it is awarded a contract, the work will be performed in accordance with the
provisions, terms and conditions of the contract.
To facilitate the fair evaluation and comparison of proposals, all proposals must conform to t he
guidelines set forth in this RFP. Any portions of the proposal that do not comply with these
guidelines must be so noted and explained in the Acceptance of Conditions section of the
proposal. However, any proposal that contains such variances may be considered non-
responsive.
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The items listed below shall be submitted with each proposal and should be submitted in the order
shown. Each section should be clearly labeled, with pages numbered and separated by tabs.
Failure by a Vendor to include all listed items may result in the rejection of its proposal.
Tab I, Cover Letter / Management Summary
Provide a cover letter, signed by an authorized officer of the firm, indicating the underlying
philosophy of the firm in providing the services stated herein. Include the name(s), telephone
number(s) and email(s) of the authorized contact person(s) concerning proposal. Submission
of a signed Proposal is Vendor's certification that the Vendor will accept any awards as a
result of this RFP.
Tab II, Overview of Company Experience & Project Team (15 Points/minimum 10 pages)
Draft a narrative that discusses the financial strength of your company and demonstration of
your establishment in the market with proof of concept and operational experience. Provide
information that documents your firm’s qualifications to produce the required deliverables,
including abilities, capacity, skill, and financial strength, and number of years of experience in
providing the required services.
Include resumes for all team members and a narrative that explains their experience working
together on various other projects for municipalities and organizations. Other issues you
should discuss in this section are as follows:
• Demonstrate a proven track record of successful implementation in other municipalities
and organizations.
• Include a list of similar projects for other municipalities, and give examples of the scope of
work provided.
Tab III, Implementation Plan (25 points/minimum 10 pages)
Provide a discussion regarding the firms’ approach gathering QA/QC information as it relates
to this project. The discussion should address the methods of data collection, conversion to
reports, include strategies for testing, verification, validation, contingencies, security,
integration any other relevant information. Other issues you should discuss in this section are
as follows:
• Detailed time line for completion of the project management plan (major tasks and sub-
tasks)
• Include with the Business Plan or as an attachment illustrations/examples of your user
interface and a copy of all varieties of reports that can be created from your
software/technology as an example of work product.
• Describe your security breach policy if data is compromised.
• Explain your disaster recovery process and procedure in place.
• Describe the training plan that will be provided to Agency Staff.
• Explain how you will provide ongoing maintenance and support to Agency staff throughout
the life of the contract.
• Discuss your company’s ability to grow with the County’s needs.
Tab IV, Contractor’s Software Components (20 points/maximum 20 pages)
In this tab, provide a narrative / screen shots/ reports which address the following:
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• Identify how the cloud based software accomplished the objectives identified by the
Agency.
• The detailed model / plan describing how the software supports the internal control
function as described in above scope of work. Include detailed examples of software
functionality, reporting capabilities, dashboards, and user interfaces.
• Identify the basic security authorizations and permission that exist.
• Provide screen shots demonstrating the “user friendly” interface.
• Describe if the software has the capability of interfacing with EAM City-works platform.
• Identify the backup and restoration plan in the event of an emergency / disaster.
• Provide sample reports.
• Also, complete and attach Exhibit B provided as separate attachment: CRM DESIRED
CAPABILITIES
Tab V, Cost of Services to the County (20 points)
The County intends to pay a flat monthly fee for the services described above. Input the
requested information in the item below.
1. Provide a “flat monthly fee” to provide all of the representation
services outlined in this RFP
$
(Monthly)
Tab VI, References (10 points)
In order for the vendor to be awarded any points for this tab, the County requests that the
vendor submits five (5) references from clients whose projects are of a similar nature to this
solicitation as a part of their proposal.
Tab VIl, Acceptance of Conditions
Indicate any exceptions to the general terms and conditions of the RFP, and to insurance
requirements or any other requirements listed in this RFP. If no exceptions are indicated in this
tabbed section, it will be understood that no exceptions to these documents will be considered
after the award, or if applicable, during negotiations. Exceptions taken by a Vendor may result
in evaluation point deduction(s) and/or exclusion of proposal for Selection Committee
consideration, depending on the extent of the exception(s). Such determination shall be at the
sole discretion of the County and Selection Committee.
Tab VIIl, Required Form Submittals
• Attachment 2: Vendor Check List
• Attachment 3: Conflict of Interest Affidavit
• Attachment 4: Vendor Declaration Statement
• Attachment 5: Affidavit for Claiming Status as a Local Business
• Attachment 6: Immigration Affidavit Certification
• Attachment 7: Vendor Substitute W-9
• Attachment 8: Insurance and Bonding Requirements
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Proposal Selection Committee and Evaluation Factors
The County Manager shall appoint a Selection Committee to review all proposals submitted. The
factors to be considered in the evaluation of proposal responses are listed below.
Tie
Tie
Tie Breaker: In the event of a tie at final ranking, award shall be made to the proposer with the
lower volume of work previously awarded. Volume of work shall be calculated based upon total
dollars paid to the proposer in the twenty-four (24) months prior to the RFP submittal deadline.
Payment information will be retrieved from the County’s financial system of record. Th e tie
breaking procedure is only applied in the final ranking step of the selection process. In the event a
tie still exists, selection will be determined based on random selection by the Procurement
Services Director before at least three (3) witnesses.
Tab II, Overview and Company Expertise 15
Tab III, Implementation Plan 25
Tab IV, Contractors’ Software Component 20
Tab V, Cost to the County 20
Tab VI, References 10
Local Vendor Preference 10
TOTAL 100
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Exhibit II: General RFP Instructions
1. Questions
Direct questions related to this RFP to the Collier County Procurement Services Division Online
Bidding System website: www.colliergov.net/bid. Vendors must clearly understand that the only
official answer or position of the County will be the one stated on the Collier County Procurement
Services Division Online Bidding System website. For general questions, please call the
referenced Procurement Strategist noted on the cover page.
2. Pre-Proposal Conference
The purpose of the pre-proposal conference is to allow an open forum for discussion and
questioning with County staff regarding this RFP with all prospective Vendors having an equal
opportunity to hear and participate. Oral questions will receive oral responses, neither of which will
be official, nor become part of the RFP. Only written responses to written questions will be
considered official, and will be included as part of this RFP as an addendum.
All prospective Vendors are strongly encouraged to attend, as, this will usually be the only pre-
proposal conference for this solicitation. If this pre-proposal conference is denoted as “mandatory”,
prospective Vendors must be present in order to submit a proposal response.
3. Compliance with the RFP
Proposals must be in strict compliance with this RFP. Failure to comply with all provisions of the
RFP may result in disqualification.
4. Ambiguity, Conflict, or Other Errors in the RFP
It is the sole responsibility of the Vendor if the Vendor discovers any ambiguity, conflict,
discrepancy, omission or other error in the RFP, to immediately notify the Procurement Strategist,
noted herein, of such error in writing and request modification or clarification of the document prior
to submitting the proposal. The Procurement Strategist will make modifications by issuing a written
revision and will give written notice to all parties who have received this RFP from the
Procurement Services Division.
5. Proposal, Presentation, and Protest Costs
The County will not be liable in any way for any costs incurred by any Vendor in the preparation of
its proposal in response to this RFP, nor for the presentation of its proposal and/or participation in
any discussions, negotiations, or, if applicable, any protest procedures.
6. Delivery of Proposals
All proposals are to be uploaded on the County’s on line bidding system (www.colliergov.net/bid)
before 3:00 PM, Naples local time, on or before June 1, 2017.
7. Validity of Proposals
No proposal can be withdrawn after it is filed unless the Vendor makes their request in writing to
the County prior to the time set for the closing of Proposals. All proposals shall be valid for a
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period of one hundred eighty (180) days from the submission date to accommodate evaluation
and selection process.
8. Evaluation of Proposals
The County’s procedure for selecting is as follows:
a) The County Manager or designee shall appoint a selection committee to review all
proposals submitted.
b) The Request for Proposal is issued.
c) Subsequent to the closing date for the proposals, the Procurement professional will
conduct a preliminary review of the proposals received and review each proposal to
determine if it’s responsive to the requirements of the published RFP.
d) Selection committee meetings will be open to the public and the Procurement professional
will publicly post notice of such meeting(s) in the lobby of the Procurement Services
Division Building, County calendar and on the County’s Procurement Services Internet site.
Public meeting dates and times should be posted with at least three (3) days in advance
on the County’s website calendar.
e) Selection committee members will independently review and score each proposal based
on the evaluation criteria stated in the request for proposal using the Individual Selection
Committee Score and Rank Form. Committee members will individually prepare
comments for discussion at the next meeting. The Individual Selection Committee Score
and Rank Form is merely a tool to assist the selection committee member in their review of
the proposals. Although it is a tool, the signed form will become part of the final
procurement record.
f) At the scheduled selection meeting, the members will present their independent
conclusions and comments based on their reading and interpretation of the materials
presented to each other, and they may ask questions of one another
g) The Selection Committee reserves the right to hold oral presentations and establish a rank
order for presentations. In any of the selection committee meeting deliberations, by
consensus, members may request to invite firms in to clarify their proposals, ask for
additional information, present materials, interview, and ask questions, etc. The members
may consider any and all information obtained through this method in formulating their
individual ranking and subsequent selection committee overall ranking and final ranking.
h) Once the individual ranking has been completed, the Procurement professional will direct
selection committee members to read their individual ranking publically. The Procurement
professional will record individual rankings on the Final Ranking Sheet which will
mathematically compile into an overall selection committee rank of proposers. Once final
rank is completed by the Committee, the public will be permitted to provide comments
(limited to three (3) minutes).
i) After final consensus of the ranking, staff will subsequently enter into negotiations.
Recommendation of contract award is dependent upon the successful and full execution of
a mutually agreed contract, pending the final approval by the Board of County
Commissioners.
The County reserves the right to withdraw this RFP at any time and for any reason, and to issue
such clarifications, modifications, and/or amendments as it may deem appropriate. Receipt of a
proposal by the County or a submission of a proposal to the County offers no rights upon the
Vendor nor obligates the County in any manner. Acceptance of the proposal does not guarantee
issuance of any other governmental approvals. Proposals which include provisions requiring the
granting of zoning variances shall not be considered.
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9. References
The County reserves the right to contact any and all references pertaining to this solicitation and
related proposal.
10. Acceptance or Rejection of Proposals
The right is reserved by the County to waive any irregularities in any proposal, to reject any or all
proposals, to re-solicit for proposals, if desired, and upon recommendation and justification by
Collier County to accept the proposal which in the judgment of the County is deemed the most
advantageous for the public and the County of Collier. Any proposal which is incomplete,
conditional, obscure or which contains irregularities of any kind, may be cause for rejection. In the
event of default of the successful Vendor, or their refusal to enter into the Collier County contract,
the County reserves the right to accept the proposal of the second ranked firm or to re-advertise
using the same or revised documentation, at its sole discretion.
12. Reserved Rights
Collier County reserves the right in any solicitation to accept or reject any or all bids, proposals or
offers; to waive minor irregularities and technicalities; or to request resubmission. Also, Collier
County reserves the right to accept all or any part of any bid, proposal, or offer, and to increase or
decrease quantities to meet additional or reduced requirements of Collier County. Notwithstanding
any other provisions of this Article, if none or only one responsive and responsible bid or proposal
is received following any solicitation, the County Manager, or designee, reserves the right to reject
all bids, proposals or offers and to negotiate with any responsible providers to secure the best
terms and conditions in the sole interest of the County unless otherwise provided by law.
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Exhibit III: Collier County Purchase Order Terms and Conditions
1. Offer
This offer is subject to cancellation by the
COUNTY without notice if not accepted by
VENDOR within fourteen (14) days of issuance.
2. Acceptance and Confirmation
This Purchase Order (including all documents
attached to or referenced therein) constitutes the
entire agreement between the parties, unless
otherwise specifically noted by the COUNTY on
the face of this Purchase Order. Each delivery of
goods and/or services received by the COUNTY
from VENDOR shall be deemed to be upon the
terms and conditions contained in this Purchase
Order.
No additional terms may be added and Purchase
Order may not be changed except by written
instrument executed by the COUNTY. VENDOR is
deemed to be on notice that the COUNTY objects
to any additional or different terms and conditions
contained in any acknowledgment, invoice or other
communication from VENDOR, notwithstanding
the COUNTY’S acceptance or payment for any
delivery of goods and/or services, or any similar
act by VENDOR.
3. Inspection
All goods and/or services delivered hereunder shall
be received subject to the COUNTY’S inspection
and approval and payment therefore shall not
constitute acceptance. All payments are subject to
adjustment for shortage or rejection. All defective
or nonconforming goods will be returned pursuant
to VENDOR'S instruction at VENDOR’S expense.
To the extent that a purchase order requires a
series of performances by VENDOR, the COUNTY
prospectively reserves the right to cancel the entire
remainder of the Purchase Order if goods and/or
services provided early in the term of the Purchase
Order are non-conforming or otherwise rejected by
the COUNTY.
4. Shipping and Invoices
a) All goods are FOB destination and must be
suitably packed and prepared to secure the
lowest transportation rates and to comply with
all carrier regulations. Risk of loss of any
goods sold hereunder shall transfer to the
COUNTY at the time and place of delivery;
provided that risk of loss prior to actual receipt
of the goods by the COUNTY nonetheless
remain with VENDOR.
b) No charges will be paid by the COUNTY for
packing, crating or cartage unless otherwise
specifically stated in this Purchase Order.
Unless otherwise provided in Purchase Order,
no invoices shall be issued nor payments
made prior to delivery. Unless freight and
other charges are itemized, any discount will
be taken on the full amount of invoice.
c) All shipments of goods scheduled on the same
day via the same route must be consolidated.
Each shipping container must be consecutively
numbered and marked to show this Purchase
Order number. The container and Purchase
Order numbers must be indicated on bill of
lading. Packing slips must show Purchase
Order number and must be included on each
package of less than container load (LCL)
shipments and/or with each car load of
equipment. The COUNTY reserves the right to
refuse or return any shipment or equipment at
VENDOR’S expense that is not marked with
Purchase Order numbers. VENDOR agrees
to declare to the carrier the value of any
shipment made under this Purchase Order and
the full invoice value of such shipment.
d) All invoices must contain the Purchase Order
number and any other specific information as
identified on the Purchase Order. Discounts of
prompt payment will be computed from the
date of receipt of goods or from date of receipt
of invoices, whichever is later. Payment will be
made upon receipt of a proper invoice and in
compliance with Chapter 218, Fla. Stats.,
otherwise known as the “Local Government
Prompt Payment Act,” and, pursuant to the
Board of County Commissioners Purchasing
Policy.
5. Time Is Of the Essence
Time for delivery of goods or performance of
services under this Purchase Order is of the
essence. Failure of VENDOR to meet delivery
schedules or deliver within a reasonable time, as
interpreted by the COUNTY in its sole judgment,
shall entitle the COUNTY to seek all remedies
available to it at law or in equity. VENDOR agrees
to reimburse the COUNTY for any expenses
incurred in enforcing its rights. VENDOR further
agrees that undiscovered delivery of
nonconforming goods and/or services is not a
waiver of the COUNTY’S right to insist upon further
compliance with all specifications.
6. Changes
The COUNTY may at any time and by written
notice make changes to drawings and
specifications, shipping instructions, quantities and
delivery schedules within the general scope of this
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Purchase Order. Should any such change
increase or decrease the cost of, or the time
required for performance of the Purchase Order,
an equitable adjustment in the price and/or delivery
schedule will be negotiated by the COUNTY and
VENDOR. Notwithstanding the foregoing,
VENDOR has an affirmative obligation to give
notice if the changes will decrease costs. Any
claims for adjustment by VENDOR must be made
within thirty (30) days from the date the change is
ordered or within such additional period of time as
may be agreed upon by the parties.
7. Warranties
VENDOR expressly warrants that the goods and/or
services covered by this Purchase Order will
conform to the specifications, drawings, samples or
other descriptions furnished or specified by the
COUNTY, and will be of satisfactory material and
quality production, free from defects and sufficient
for the purpose intended. Goods shall be delivered
free from any security interest or other lien,
encumbrance or claim of any third party. These
warranties shall survive inspection, acceptance,
passage of title and payment by the COUNTY.
8. Statutory Conformity
Goods and services provided pursuant to this
Purchase Order, and their production and
transportation shall conform to all applicable laws,
including but not limited to the Occupational Health
and Safety Act, the Federal Transportation Act and
the Fair Labor Standards Act, as well as any law or
regulation noted on the face of the Purchase
Order.
9. Advertising
No VENDOR providing goods and services to the
COUNTY shall advertise the fact that it has
contracted with the COUNTY for goods and/or
services, or appropriate or make use of the
COUNTY’S name or other identifying marks or
property without the prior written consent of the
COUNTY’S Purchasing Department.
10. Indemnification
VENDOR shall indemnify and hold harmless the
COUNTY from any and all claims, including claims
of negligence, costs and expenses, including but
not limited to attorneys' fees, arising from, caused
by or related to the injury or death of any person
(including but not limited to employees and agents
of VENDOR in the performance of their duties or
otherwise), or damage to property (including
property of the COUNTY or other persons), which
arise out of or are incident to the goods and/or
services to be provided hereunder.
11. Warranty of Non-Infringement
VENDOR represents and warrants that all goods
sold or services performed under this Purchase
Order are: a) in compliance with applicable laws; b)
do not infringe any patent, trademark, copyright or
trade secret; and c) do not constitute unfair
competition.
VENDOR shall indemnify and hold harmless the
COUNTY from and against any and all claims,
including claims of negligence, costs and expense,
including but not limited to attorneys' fees, which
arise from any claim, suit or proceeding alleging
that the COUNTY’S use of the goods and/or
services provided under this Purchase Order are
inconsistent with VENDOR'S representations and
warranties in section 11 (a).
If any claim which arises from VENDOR'S breach
of section 11 (a) has occurred, or is likely to occur,
VENDOR may, at the COUNTY’S option, procure
for the COUNTY the right to continue using the
goods or services, or replace or modify the goods
or services so that they become non-infringing,
(without any material degradation in performance,
quality, functionality or additional cost to the
COUNTY).
12. Insurance Requirements
The VENDOR, at its sole expense, shall provide
commercial insurance of such type and with such
terms and limits as may be reasonably associated
with the Purchase Order. Providing and
maintaining adequate insurance coverage is a
material obligation of the VENDOR. All insurance
policies shall be executed through insurers
authorized or eligible to write policies in the State
of Florida.
13. Compliance with Laws
In fulfilling the terms of this Purchase Order,
VENDOR agrees that it will comply with all federal,
state, and local laws, rules, codes, and ordinances
that are applicable to the conduct of its business.
By way of non-exhaustive example, this shall
include the American with Disabilities Act and all
prohibitions against discrimination on the basis of
race, religion, sex creed, national origin, handicap,
marital status, or veterans’ status. Further,
VENDOR acknowledges and without exception or
stipulation shall be fully responsible for complying
with the provisions of the Immigration Reform and
Control Act of 1986 as located at 8 U.S.C. 1324, et
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seq. and regulations relating thereto, as either may
be amended. Failure by the awarded firm(s) to
comply with the laws referenced herein shall
constitute a breach of the award agreement and
the County shall have the discretion to unilaterally
terminate said agreement immediately. Any
breach of this provision may be regarded by the
COUNTY as a material and substantial breach of
the contract arising from this Purchase Order.
14. Force Majeure
Neither the COUNTY nor VENDOR shall be
responsible for any delay or failure in performance
resulting from any cause beyond their control,
including, but without limitation to war, strikes, civil
disturbances and acts of nature. When VENDOR
has knowledge of any actual or potential force
majeure or other conditions which will delay or
threatens to delay timely perform ance of this
Purchase Order, VENDOR shall immediately give
notice thereof, including all relevant information
with respects to what steps VENDOR is taking to
complete delivery of the goods and/or services to
the COUNTY.
15. Assignment
VENDOR may not assign this Purchase Order, nor
any money due or to become due without the prior
written consent of the COUNTY. Any assignment
made without such consent shall be deemed void.
16. Taxes
Goods and services procured subject to this
Purchase Order are exempt from Florida sales and
use tax on real property, transient rental property
rented, tangible personal purchased or rented, or
services purchased (Florida Statutes, Chapter
212), and from federal excise tax.
17. Annual Appropriations
The COUNTY’S performance and obligation to pay
under this Purchase Order shall be contingent
upon an annual appropriation of funds.
18. Termination
This Purchase Order may be terminated at any
time by the COUNTY upon 30 days prior written
notice to the VENDOR. This Purchase Order may
be terminated immediately by the COUNTY for
breach by VENDOR of the terms and conditions of
this Purchase Order, provided that COUNTY has
provided VENDOR with notice of such breach and
VENDOR has failed to cure within 10 days of
receipt of such notice.
19. General
a) This Purchase Order shall be governed by the
laws of the State of Florida. The venue for any
action brought to specifically enforce any of the
terms and conditions of this Purchase Order
shall be the Twentieth Judicial Circuit in and for
Collier County, Florida
b) Failure of the COUNTY to act immediately in
response to a breach of this Purchase Order
by VENDOR shall not constitute a waiver of
breach. Waiver of the COUNTY by any default
by VENDOR hereunder shall not be deemed a
waiver of any subsequent default by VENDOR.
c) All notices under this Purchase Order shall be
sent to the respective addresses on the face
page by certified mail, return receipt requested,
by overnight courier service, or by personal
delivery and will be deemed effective upon
receipt. Postage, delivery and other charges
shall be paid by the sender. A party may
change its address for notice by written notice
complying with the requirements of this
section.
d) The Vendor agrees to reimbursement of any
travel expenses that may be associated with
this Purchase Order in accordance with Florida
Statute Chapter 112.061, Per Diem and Travel
Expenses for Public Officers, employees and
authorized persons.
e) In the event of any conflict between or among
the terms of any Contract Documents related
to this Purchase Order, the terms of the
Contract Documents shall take precedence
over the terms of the Purchase Order. To the
extent any terms and /or conditions of this
Purchase Order duplicate or overlap the Terms
and Conditions of the Contract Documents, the
provisions of the Terms and/or Conditions that
are most favorable to the County and/or
provide the greatest protection to the County
shall govern.
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Exhibit IV: Additional Terms and Conditions for RFP
1. Insurance Requirements
The Vendor shall at its own expense, carry and maintain insurance coverage from responsible
companies duly authorized to do business in the State of Florida as set forth in the Insurance and
Bonding attachment of this solicitation. The Vendor shall procure and maintain property insurance
upon the entire project, if required, to the full insurable value of the scope of work.
The County and the Vendor waive against each other and the County’s separate Vendors,
Contractors, Design Consultant, Subcontractors agents and employees of each and all of them, all
damages covered by property insurance provided herein, except such rights as they may have to the
proceeds of such insurance. The Vendor and County shall, where appropriate, require similar
waivers of subrogation from the County’s separate Vendors, Design Consultants and Subcontractors
and shall require each of them to include similar waivers in their contracts.
Collier County shall be responsible for purchasing and maintaining, its own liability insurance.
Certificates issued as a result of the award of this solicitation must identify “For any and all work
performed on behalf of Collier County.”
The General Liability Policy provided by Vendor to meet the requirements of this solicitation shall
name Collier County, Florida, as an additional insured as to the operations of Vendor under this
solicitation and shall contain a severability of interests’ provisions.
Collier County Board of County Commissioners shall be named as the Certificate Holder. The
Certificates of Insurance must state the Contract Number, or Project Number, or specific Project
description, or must read: For any and all work performed on behalf of Collier County. The
"Certificate Holder" should read as follows:
Collier County Board of County Commissioners
Naples, Florida
The amounts and types of insurance coverage shall conform to the minimum requirements set forth
in the Insurance and Bonding attachment, with the use of Insurance Services Office (ISO) forms and
endorsements or their equivalents. If Vendor has any self-insured retentions or deductibles under
any of the below listed minimum required coverage, Vendor must identify on the Certificate of
Insurance the nature and amount of such self- insured retentions or deductibles and provide
satisfactory evidence of financial responsibility for such obligations. All self -insured retentions or
deductibles will be Vendor’s sole responsibility.
Coverage(s) shall be maintained without interruption from the date of commencement of the Work
until the date of completion and acceptance of the scope of work by the County or as specified in this
solicitation, whichever is longer.
The Vendor and/or its insurance carrier shall provide 30 days written notice to the County of policy
cancellation or non-renewal on the part of the insurance carrier or the Vendor. The Vendor shall also
notify the County, in a like manner, within twenty-four (24) hours after receipt, of any notices of
expiration, cancellation, non-renewal or material change in coverage or limits received by Vendor
from its insurer and nothing contained herein shall relieve Vendor of this requirement to provide
notice. In the event of a reduction in the aggregate limit of any policy to be provided by Vendor
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hereunder, Vendor shall immediately take steps to have the aggregate limit reinstated to the full
extent permitted under such policy.
Should at any time the Vendor not maintain the insurance coverage(s) required herein, the County
may terminate the Agreement or at its sole discretion shall be authorized to purchase such
coverage(s) and charge the Vendor for such coverage(s) purchased. If Vendor fails to reimburse the
County for such costs within thirty (30) days after demand, the County has the right to offset these
costs from any amount due Vendor under this Agreement or any other agreement between the
County and Vendor. The County shall be under no obligation to purchase such insurance, nor shall it
be responsible for the coverage(s) purchased or the insurance company or companies used. The
decision of the County to purchase such insurance coverage(s) shall in no way be construed to be a
waiver of any of its rights under the Contract Documents.
If the initial or any subsequently issued Certificate of Insurance expires prior to the completion of the
scope of work, the Vendor shall furnish to the County renewal or replacement Certificate(s) of
Insurance not later than ten (10) calendar days after the expiration date on the certificate. Failure of
the Vendor to provide the County with such renewal certificate(s) shall be considered justification for
the County to terminate any and all contracts.
2. Offer Extended to Other Governmental Entities
Collier County encourages and agrees to the successful vendor extending the pricing, terms and
conditions of this solicitation or resultant contract to other governmental entities at the discretion of
the successful vendor.
3. Additional Items and/or Services
Additional items and / or services may be added to the resultant contract, or purchase order, in
compliance with the Procurement Ordinance.
4. County’s Right to Inspect
The County or its authorized Agent shall have the right to inspect the Vendor’s facilities/project site
during and after each work assignment the Vendor is performing.
5. Vendor Performance Evaluation
The County has implemented a Vendor Performance Evaluation System for all contracts awarded in
excess of $25,000. To this end, vendors will be evaluated on their performance upon
completion/termination of this Agreement.
6. Additional Terms and Conditions of Contract
Collier County has developed standard contracts/agreements, approved by the Board of County
Commissioners (BCC). The resultant contract(s) may include purchase or work orders issued under
one, or any combination of price methodologies by the County’s project manager. The County
reserves the right to include in any contract document such terms and conditions, as it deems
necessary for the proper protection of the rights of Collier County. A sample copy of this contract is
available upon request. The County will not be obligated to sign any contracts, maintenance and/or
service agreements or other documents provided by the Vendor.
The County’s project manager shall coordinate with the Vendor / Contractor the return of any surplus
assets, including materials, supplies, and equipment associated with the scope or work.
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7. Payment Method
Payments are made in accordance with the Local Government Prompt Payment Act, Chapter 218,
Florida Statutes. Vendor’s invoices must include:
• Purchase Order Number
• Description and quantities of the goods or services provided per instructions on the County’s
purchase order or contract.
Invoices shall be sent to:
Board of County Commissioners
Clerk’s Finance Department
ATTN: Accounts Payable
3299 Tamiami Trail E Ste 700
Naples FL 34112
Or emailed to: bccapclerk@collierclerk.com.
Collier County, in its sole discretion, will determine the method of payment for goods and/or services
as part of this agreement.
Payment methods include:
• Traditional – payment by check, wire transfer or other cash equivalent.
• Standard – payment by purchasing card. Collier County’s Purchasing Card Program is supported
by standard bank credit suppliers (i.e. VISA and MasterCard), and as such, is cognizant of the
Rules for VISA Merchants and MasterCard Merchant Rules.
The County may not accept any additional surcharges (credit card transaction fees) as a result of
using the County’s credit card for transactions relating to this solicitation. The County will entertain
bids clearly stating pricing for standard payment methods. An additional separate discounted price
for traditional payments may be provided at the initial bid submittal if it is clearly marked as an
“Additional Cash Discount.”
Upon execution of the Contract and completion of each month’s work, payment requests may be
submitted to the Project Manager on a monthly basis by the Contractor for services rendered for that
prior month. Services beyond sixty (60) days from current monthly in voice will not be considered for
payment without prior approval from the Project manager. All invoices should be submitted within
the fiscal year the work was performed. (County's fiscal year is October 1 - September 30.)
Invoices submitted after the close of the fiscal year will not be accepted (or processed for payment)
unless specifically authorized by the Project Manager.
Payments will be made for articles and/or services furnished, delivered, and accepted, upon receipt
and approval of invoices submitted on the date of services or within six (6) months after completion
of contract. Any untimely submission of invoices beyond the specified deadline period is subject to
non-payment under the legal doctrine of “laches” as untimely submitted. Time shall be deemed of
the essence with respect to the timely submission of invoices under this agreement.
In instances where the successful contractor may owe debts (including, but not limited to taxes or
other fees) to Collier County and the contractor has not satisfied nor made arrangement to satisfy
these debts, the County reserves the right to off-set the amount owed to the County by applying the
amount owed to the vendor or contractor for services performed of for materials delivered in
association with a contract.
Invoices shall not reflect sales tax. After review and approval, the invoice will be transmitted to the
Finance Division for payment. Payment will be made upon receipt of proper invoice and in
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compliance with Chapter 218 Florida Statutes, otherwise known as the “Local Government Prompt
Payment Act.” Collier County reserves the right to withhold and/or reduce an appropriate amount of
any payment for work not performed or for unsatisfactory performance of Contractual requirements.
8. Environmental Health and Safety
All Vendors and Sub vendors performing service for Collier County are required and shall comply
with all Occupational Safety and Health Administration (OSHA), State and County Safety and
Occupational Health Standards and any other applicable rules and regulations. Vendors and Sub
vendors shall be responsible for the safety of their employees and any unsafe acts or conditions that
may cause injury or damage to any persons or property within and around the work site. All firewall
penetrations must be protected in order to meet Fire Codes.
Collier County Government has authorized OSHA representatives to enter any Collier County facility,
property and/or right-of-way for the purpose of inspection of any Vendor’s work operations. This
provision is non-negotiable by any department and/or Vendor. All new electrical installations shall
incorporate NFPA 70E Short Circuit Protective Device Coordination and Arc Flash Studies where
relevant as determined by the engineer. All electrical installations shall be labeled with appropriate
NFPA 70E arch flash boundary and PPE Protective labels.
9. Licenses
The Vendor is required to possess the correct Business Tax Receipt, professional license, and any
other authorizations necessary to carry out and perform the work required by the project pursuant to
all applicable Federal, State and Local Law, Statute, Ordinances, and rules and regulations of any
kind. Additionally, copies of the required licenses must be submitted with the proposal
response indicating that the entity proposing, as well as the team assigned to the County
account, is properly licensed to perform the activities or work included in the contract
documents. Failure on the part of any Vendor to submit the required documentation may be
grounds to deem Vendor non-responsive. A Vendor, with an office within Collier County is also
required to have an occupational license.
All State Certified contractors who may need to pull Collier County permits or call in inspections must
complete a Collier County Contractor License registration form and submit the required fee. After
registering the license/registration will need to be renewed thereafter to remain “active” in Collier
County. If you have questions regarding professional licenses contact the Contractor Licensing at
(239) 252-2431, 252-2432 or 252-2909. Questions regarding required occupational licenses, please
contact the Tax Collector’s Office at (239) 252-2477.
10. Principals/Collusion
By submission of this Proposal the undersigned, as Vendor, does declare that the only person or
persons interested in this Proposal as principal or principals is/are named therein and that no person
other than therein mentioned has any interest in this Proposal or in the contract to be entered into;
that this Proposal is made without connection with any person, company or parties making a
Proposal, and that it is in all respects fair and in good faith without collusion or fraud.
11. Relation of County
It is the intent of the parties hereto that the Vendor shall be legally considered an independent
Vendor, and that neither the Vendor nor their employees shall, under any circumstances, be
considered employees or agents of the County, and that the County shall be at no time legally
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responsible for any negligence on the part of said Vendor, their employees or agents, resulting in
either bodily or personal injury or property damage to any individual, firm, or corporation.
12. Termination
Should the Contractor be found to have failed to perform services in a manner satisfactory to the
County, the County may terminate this Agreement immediately for cause; further the County may
terminate this Agreement for convenience with a thirty (30) day written notice. The County shall be
sole judge of non-performance. In the event that the award of this solicitation is made by the
Procurement Services Director, the award and any resultant purchase orders may be terminated at
any time by the County upon thirty (30) days written notice to the awarded vendor(s) pursuant to the
Board’s Procurement Ordinance.
13. Lobbying
After the issuance of any solicitation, no current or prospective vendor or any person acting on their
behalf, shall contact, communicate with or discuss any matter relating to the solicitation with any
Collier County employee or elected or appointed official, other than the Procurement Services
Director or his/her designees. This prohibition ends upon execution of the final contract or upon
cancellation of the solicitation. Any current or prospective vendor that lobbies any Collier County
employee or elected or appointed official while a solicitation is open or being recommended for award
(i) may be deemed ineligible for award of that solicitation by the Procurement Services Director, and
(ii) will be subject to Suspension and Debarment outlined in section Twenty-eight of County
Ordinance 2017-08.
14. Public Records Compliance
Florida Public Records Law Chapter 119, including specifically those contractual
requirements in 119.0701(2)(a)-(b) as follows:
IF THE CONTRACTOR HAS QUESTIONS REGARDING THE APPLICATION OF CHAPTER
119, FLORIDA STATUTES, TO THE CONTRACTOR’S DUTY TO PROVIDE PUBLIC
RECORDS RELATING TO THIS CONTRACT, CONTACT THE CUSTODIAN OF PUBLIC
RECORDS AT:
Communication and Customer Relations Division
3299 Tamiami Trail East, Suite 102
Naples, FL 34112-5746
Telephone: (239) 252-8383
The Contractor must specifically comply with the Florida Public Records Law to:
1. Keep and maintain public records required by the public agency to perform the service.
2. Upon request from the public agency’s custodian of public records, provide the public agency
with a copy of the requested records or allow the records to be inspected or copied within a
reasonable time at a cost that does not exceed the cost provided in this chapter or as
otherwise provided by law.
3. Ensure that public records that are exempt or confidential and exempt from public records
disclosure requirements are not disclosed except as authorized by law for the duration of the
contract term and following completion of the contract if the Contractor does not transfer the
records to the public agency.
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4. Upon completion of the contract, transfer, at no cost, to the public agency all public records
in possession of the Contractor or keep and maintain public records required by the public
agency to perform the service. If the Contractor transfers all public records to the public
agency upon completion of the contract, the Contractor shall destroy any duplicate public
records that are exempt or confidential and exempt from public records disclosure
requirements. If the Contractor keeps and maintains public records upon completion of the
contract, the Contractor shall meet all applicable requirements for retaining public records.
All records stored electronically must be provided to the public agency, upon request from
the public agency’s custodian of public records, in a format that is compatible with the
information technology systems of the public agency.
15. Certificate of Authority to Conduct Business in the State of Florida (Florida Statute 607.1501)
In order to be considered for award, firms must be registered with the Florida Department of State
Divisions of Corporations in accordance with the requirements of Florida Statute 607.1501 and
provide a certificate of authority (www.sunbiz.org/search.html) prior to execution of a contract. A
copy of the document may be submitted with the solicitation response and the document number
shall be identified. Firms who do not provide the certificate of authority at the time of response shall
be required to provide same within five (5) days upon notification of selection for award. If the firm
cannot provide the document within the referenced timeframe, the County reserves the right to award
to another firm.
16. Single Proposal
Each Vendor must submit, with their proposal, the required forms included in this RFP. Only one
proposal from a legal entity as a primary will be considered. A legal entity that submits a proposal as
a primary or as part of a partnership or joint venture submitting as primary may not then act as a sub-
consultant to any other firm submitting under the same RFP. If a legal entity is not submitting as a
primary or as part of a partnership or joint venture as a primary, that legal entity may act as a sub-
consultant to any other firm or firms submitting under the same RFP. All submittals in violation of this
requirement will be deemed non-responsive and rejected from further consideration.
In addition, consultants that have participated and/or will participate in the development of
scope, background information or oversight functions on this project are precluded from
submitting a Proposal as either a prime or sub-consultant.
17. Survivability
The Consultant agrees that any Work Order/Purchase Order that extends beyond the expiration date
of Solicitation 17-7127 resultant of this solicitation will survive and remain subject to the terms and
conditions of that Agreement until the completion or termination of any Work Order/Purchase Order.
18. Protest Procedures
With respect to a protest of the terms, conditions and specifications contained in a solicitation,
including any provisions governing the methods for evaluation of bids, proposals or replies, awarding
contracts, reserving rights for further negotiation or modifying or amending any contract, the
protesting party shall file a notice of intent to protest within three (3) days, excluding weekends and
County holidays, after the first publication, whether by posting or formal advertisement of the
solicitation. The formal written protest shall be filed within five (5) days of the date the notice of intent
is filed. Formal protests of the terms, conditions and specifications shall contain all of the information
required for the Procurement Services Director, to render a decision on the formal protest and
determine whether postponement of the bid opening or proposal/response closing time is
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appropriate. The Procurement Services Director's decision shall be considered final and conclusive
unless the protesting party files an appeal of the Procurement Services Director's decision.
Any actual bidder or respondent to who desires to protest a recommended contract award shall
submit a notice of intent to protest to the Procurement Services Director within three (3) calendar
days, excluding weekends and County holidays, from the date of the initial posting of the
recommended award.
All formal protests with respect to a recommended contract award shall be submitted in writing to the
Procurement Services Director for a decision. Said protests shall be submitted within five (5)
calendar days, excluding weekends and County holidays, from the date that the notice of intent to
protest is received by the Procurement Services Director, and accompanied by the required fee.
Complete form and instructions for formal protest are set forth in Section 23 of Collier County
Ordinance 2017-08. The protesting party must have standing as defined by established Florida case
law to maintain a protest.
19. Public Entity Crime
A person or affiliate who has been placed on the convicted vendor list following a conviction for a
public entity crime may not submit a bid, proposal, or reply on a contract to provide any goods or
services to a public entity; may not submit a bid, proposal, or reply on a contract with a public entity
for the construction or repair of a public building or public work; may not submit bids, proposals, or
replies on leases of real property to a public entity; may not be awarded or perform work as a
contractor, supplier, subcontractor, or consultant under a contract with any public entity; and may not
transact business with any public entity in excess of the threshold amount provided in s. 287.017 for
CATEGORY TWO for a period of 36 months following the date of being placed on the convicted
vendor list.
20. Security and Background Checks
The Contractor is required to comply with County Ordinance 2004-52, as amended. Background
checks are valid for five (5) years and the Contractor shall be responsible for all associ ated costs. If
required, Contractor shall be responsible for the costs of providing background checks by the Collier
County Facilities Management Division for all employees that shall provide services to the County
under this Agreement. This may include, but not be limited to, checking federal, state and local law
enforcement records, including a state and FBI fingerprint check, credit reports, education, residence
and employment verifications and other related records. Contractor shall be required to maintain
records on each employee and make them available to the County for at least four (4) years.
All of Contractor’s employees and subcontractors must wear Collier County Government
Identification badges at all times while performing services on County f acilities and properties.
Contractor ID badges are valid for one (1) year from the date of issuance and can be renewed each
year at no cost to the Contractor during the time period in which their background check is valid, as
discussed below. All technicians shall have on their shirts the name of the contractor’s business.
The Contractor shall immediately notify the Collier County Facilities Management Division via e -mail
(DL-FMOPS@colliergov.net) whenever an employee assigned to Collier County separates from their
employment. This notification is critical to ensure the continued security of Collier County facilities
and systems. Failure to notify within four (4) hours of separation may result in a deduction of $500
per incident. CCSO requires separate fingerprinting prior to work being performed in any of their
locations. This will be coordinated upon award of the contract. If there are additional fees for this
process, the vendor is responsible for all costs.
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21. Conflict of Interest
Vendor shall complete the Conflict of Interest Affidavit included as an attachment to this RFP
document. Disclosure of any potential or actual conflict of interest is subject to County staff review
and does not in and of itself disqualify a firm from consideration. These disclosures are intended to
identify and or preclude conflict of interest situations during contract selection and execution.
22. Prohibition of Gifts to County Employees
No organization or individual shall offer or g ive, either directly or indirectly, any favor, gift, loan, fee,
service or other item of value to any County employee, as set forth in Chapter 112, Part III, Florida
Statutes, the current Collier County Ethics Ordinance and County Administrative Procedure 5311.
Violation of this provision may result in one or more of the following consequences: a. Prohibition by
the individual, firm, and/or any employee of the firm from contact with County staff for a specified
period of time; b. Prohibition by the individual and/or firm from doing business with the County for a
specified period of time, including but not limited to: submitting bids, RFP, and/or quotes; and, c.
immediate termination of any contract held by the individual and/or firm for cause.
23. Immigration Affidavit Certification
Statutes and executive orders require employers to abide by the immigration laws of the United
States and to employ only individuals who are eligible to work in the United States. The Employment
Eligibility Verification System (E-Verify) operated by the Department of Homeland Security (DHS) in
partnership with the Social Security Administration (SSA), provides an Internet-based means of
verifying employment eligibility of workers in the United States; it is not a substitute for any other
employment eligibility verification requirements. The program will be used for Collier County formal
Invitations to Bid (ITB) and Request for Proposals (RFP) including professional services and
construction services. Exceptions to the program:
• Commodity based procurement where no services are provided.
• Where the requirement for the affidavit is waived by the Board of County Commissioners
Vendors / Bidders are required to enroll in the E-Verify program, and provide acceptable evidence of
their enrollment, at the time of the submission of the vendor’s/bidder’s proposal. Acceptable
evidence consists of a copy of the properly completed E-Verify Company Profile page or a copy of
the fully executed E-Verify Memorandum of Understanding for the company. Vendors are also
required to provide the Collier County Procurement Services Division an executed affidavit certifying
they shall comply with the E-Verify Program. The affidavit is attached to the solicitation documents.
If the Bidder/Vendor does not comply with providing both the acceptable E-Verify evidence
and the executed affidavit the bidder’s / vendor’s proposal may be deemed non-responsive.
Additionally, vendors shall require all subcontracted vendors to use the E-Verify system for all
purchases not covered under the “Exceptions to the program” clause above. For additional
information regarding the Employment Eligibility Verification System (E-Verify) program visit the
following website: http://www.dhs.gov/E-Verify. It shall be the vendor’s responsibility to familiarize
themselves with all rules and regulations governing this program.
Vendor acknowledges, and without exception or stipulation, any firm(s) receiving an award shall be
fully responsible for complying with the provisions of the Immigration Reform and Control Act of 1986
as located at 8 U.S.C. 1324, et seq. and regulations relating thereto, as either may be amended and
with the provisions contained within this affidavit. Failure by the awarded firm(s) to comply with the
laws referenced herein or the provisions of this affidavit shall constitute a breach of the award
agreement and the County shall have the discretion to unilaterally terminate said agreement
immediately.
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24. Collier County Local Preference Policy
Collier County provides an incentive to local business to enhance the opportunities of local
businesses in the award of County contracts. In the evaluation of proposals, the County rewards
Vendors for being a local business by granting a ten (10) points incentive in the evaluation criterion
points.
Local business means the vendor has a current Business Tax Receipt issued by the Collier County
Tax Collector for at least one year prior to bid or proposal submission to do business within Collier
County, and that identifies the business with a permanent physical business address located within
the limits of Collier County from which the vendor’s staff operates and performs business in an area
zoned for the conduct of such business. A Post Office Box or a facility that receives mail, or a non-
permanent structure such as a construction trailer, storage shed, or other non-permanent structure
shall not be used for the purpose of establishing said physical address. In addition to the foregoing, a
vendor shall not be considered a "local business" unless it contributes to the economic development
and well-being of Collier County in a verifiable and measurable way. This may include, but not be
limited to, the retention and expansion of employment opportunities, support and increase to the
County's tax base, and residency of employees and principals of the business within Collier County.
Vendors shall affirm in writing their compliance with the foregoing at the time of submitting their bid or
proposal to be eligible for consideration as a "local business" under this section. A vendor who
misrepresents the Local Preference status of its firm in a proposal or bid submitted to the County will
lose the privilege to claim Local Preference status for a period of up to one year.
Under this solicitation proposers desiring to receive local preference will be invited and required to
affirm atively state and provide documentation as set forth in the solicitation in support of their
status as a local business. Any proposer who f ails to submit sufficient documentation with their
proposal offer shall not be granted local preference consideration for the purposes of that specific
contract award. Except where f ederal or state law, or any other funding source, mandates to the
contrar y, Collier County and its agencies and instrumentalities, will give preference to local
businesses in the following m anner.
For all purchases of comm odities and services procured through a competitive proposal process
and not otherwise exem pt from this local preference section, the solicitation shall include a
weighted criterion for local pref erence that equals 10 percent of the total points in the evaluation
criteria published in the solicitation. Purchases of professional services as defined and identified
under subsection 11B.2 (which are subject to Section 287.055, F.S.) and subsection 11B.3 (which
are subject to Section 11.45, F.S.) shall not be subject to this local preference section.
The vendor must complete and submit with their proposal response the Affidavit for Claiming Status
as a Local Business which is included as part of this solicitation. Failure on the part of a vendor to
submit this Affidavit with their proposal response will preclude said Vendor from being
considered for local preference under this solicitation.
A vendor who misrepresents the Local Preference status of its firm in a proposal or bid submitted to
the County will lose the privilege to claim Local Preference status for a period of up to one year.
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Attachment 1: Vendor’s Non-Response Statement
The sole intent of the Collier County Procurement Services Division is to issue solicitations that
are clear, concise and openly competitive. Therefore, we are interested in ascertaining reasons
for prospective Vendors not wishing to respond to this solicitation. If your firm is not responding
to this RFP, please indicate the reason(s) by checking the item(s) listed below and return this
form via email or fax, noted on the cover page, or mail to Collier County Governmen t,
Procurement Services Division, 3295 Tamiami Trail E, Naples, FL 34112.
We are not responding to Solicitation 17-7127 3-1-1 / CRM for the following reason(s):
Services requested not available through our company.
Our firm could not meet specifications/scope of work.
Specifications/scope of work not clearly understood or applicable (too vague, rigid, etc.)
Project is too small.
Insufficient time allowed for preparation of response.
Incorrect address used. Please correct mailing address:
___________________________________________________________________________
_____________________________________________________________________________
_______________________________________________________________________
Other reason(s):_____________________________________________________________
_____________________________________________________________________________
_________________________________________________________________________
___________________________________________________________________________
Name of Firm:
________________________________________________________
Address:
________________________________________________________
City, State, Zip:
________________________________________________________
Telephone:
________________________________________________________
Email:
________________________________________________________
Representative Signature:
________________________________________________________
Representative Name:
_______________________________________ Date ____________
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Attachment 2: Vendor Check List
IMPORTANT: THIS SHEET MUST BE SIGNED. Please read carefully, sign in the spaces
indicated and return with your Proposal. Vendor should check off each of the following items as the
necessary action is completed:
The Proposal has been signed.
All applicable forms have been signed and included, along with licenses to complete the
requirements of the project.
Any addenda have been signed and included.
Name of Firm:
________________________________________________________
Address:
________________________________________________________
City, State, Zip:
________________________________________________________
Telephone:
________________________________________________________
Email:
________________________________________________________
Representative Signature:
________________________________________________________
Representative Name: _____________________________________ Date ______________
16.E.1.a
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Attachment 3: Conflict of Interest Affidavit
The Consultant certifies that, to the best of its knowledge and belief, the past and current work on any
Collier County project affiliated with: 17-7127 3-1-1 / Customer Relationship Management (CRM)
Initiative does not pose an organizational conflict as described by one of the three categories below:
Biased ground rules – The firm has not set the “ground rules” for affiliated past or current Collier
County project identified above (e.g., writing a procurement’s statement of work, specifications, or
performing systems engineering and technical direction for the procurement) which appears to skew
the competition in favor of my firm.
Impaired objectivity – The firm has not performed work on an affiliated past or current Collier
County project identified above to evaluate proposals / past performance of itself or a competitor,
which calls into question the contractor’s ability to render impartial advice to the government.
Unequal access to information – The firm has not had access to nonpublic information as part of
its performance of a Collier County project identified above which may have provided the contractor
(or an affiliate) with an unfair competitive advantage in current or future solicitations and contracts.
In addition to this signed affidavit, the contractor / consultant must provide the following:
1. All documents produced as a result of the work completed in the past or currently being worked
on for the above mentioned project; and,
2. Indicate if the information produced was obtained as a matter of public record (in the “sunshine”)
or through non-public (not in the “sunshine”) conversation (s), meeting(s), document(s) and/or
other means.
3. Failure to disclose all material or having an organizational conflict in one or more of the three
categories above be identified, may result in the disqualification for future solicitations affiliated
with the above referenced project(s).
By the signature below, the firm (employees, officers and/or agents) certifies, and hereby discloses, that,
to the best of their knowledge and belief, all relevant facts concerning past, present, or currently planned
interest or activity (financial, contractual, organizational, or otherwise) which relates to the project
identified above has been fully disclosed and does not pose an organizational conflict.
Firm: ____________________________________________________________________________________
Signature and Date:_________________________________________________________________________
Print Name: _______________________________________________________________________________
Title of Signatory: __________________________________________________________________________
State of_____________________________________ County of ____________________________________
SUBSCRIBED AND SWORN to before me this ____________ day of __________________, 20__________,
by _______________________________________________, who is personally known to me to be the
________________________________________ for the Firm, OR who produced the following identification
________________________________________.
__________________________________________________________ _____________________________
Notary Public Commission Expira tion
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Attachment 4: Vendor Declaration Statement
BOARD OF COUNTY COMMISSIONERS
Collier County Government Complex
Naples, Florida 34112
RE: Solicitation: RFP 17-7127 3-1-1 / Customer Relationship Management (CRM) Initiative
Dear Commissioners:
The undersigned, as Contractor declares that this proposal is made without connection or arrangement
with any other person and this proposal is in every respect fair and made in good faith, without collusion
or fraud.
The Contractor agrees, if this proposal is accepted, to execute a Collier County document for the
purpose of establishing a formal contractual relationship between the firm and Collier County, for the
performance of all requirements to which the proposal pertains. The Consultant states that the proposal
is based upon the proposal documents listed by the above referenced Solicitation 3-1-1 / Customer
Relationship Management (CRM) Initiative
.
(Proposal Continued on Next Page)
16.E.1.a
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PROPOSAL CONTINUED
IN WITNESS WHEREOF, WE have hereunto subscribed our names on this _____ day of _____________, 20
in the County of _______________, in the State of _____________.
Firm’s Legal Name:
Address:
City, State, Zip Code:
Florida Certificate of
Authority Document Number:
Federal Tax Identification
Number
CCR # or CAGE Code
Telephone:
FAX:
Signature by:
(Typed and written)
Title:
Additional Contact Information
Send payments to:
(required if different from above)
Company name used as payee
Contact name:
Title:
Address:
City, State, ZIP
Telephone:
FAX:
Email:
Office servicing Collier
County to place orders
(required if different from above)
Contact name:
Title:
Address:
City, State, ZIP
Telephone: _________________________________
Email _________________________________
16.E.1.a
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Attachment 5: Affidavit for Claiming Status as a Local Business
Solicitation: 3-1-1 / Customer Relationship Management (CRM) Initiative
(Check Appropriate Boxes Below)
State of Florida (Select County if Vendor is described as a Local Business
Collier County Lee County
Vendor affirms that it is a local business as defined by the Procurement Ordinance of the Collier County Board of
County Commissioners and the Regulations Thereto. As defined in Section XI of the Collier County Procurement
Ordinance:
Local business means the vendor has a current Business Tax Receipt issued by the Collier County Tax Collector
for at least one year prior to bid or proposal submission to do business within Collier County, and that identifies th e
business with a permanent physical business address located within the limits of Collier County from which the
vendor’s staff operates and performs business in an area zoned for the conduct of such business. A Post Office
Box or a facility that receives mail, or a non-permanent structure such as a construction trailer, storage shed, or
other non-permanent structure shall not be used for the purpose of establishing said physical address. In addition
to the foregoing, a vendor shall not be considered a "local business" unless it contributes to the economic
development and well-being of Collier County in a verifiable and measurable way. This may include, but not be
limited to, the retention and expansion of employment opportunities, support and increase to t he County's tax base,
and residency of employees and principals of the business within Collier County. Vendors shall affirm in writing
their compliance with the foregoing at the time of submitting their bid or proposal to be eligible for consideration as
a "local business" under this section. A vendor who misrepresents the Local Preference status of its firm in a
proposal or bid submitted to the County will lose the privilege to claim Local Preference status for a period of up to
one year.
Vendor must com plete the following information:
Year Business Established in Collier County or Lee County: ________
Number of Employees (Including Owner(s) or Corporate Officers):_________
Number of Employees Living in Collier County or Lee (Including Owner(s) or Corporate Officers):_________
If requested by the County, vendor will be required to provide documentation substantiating the information given in
this affidavit. Failure to do so will result in vendor’s submission being deemed not applicable.
Vendor Name: _________________________________________
Date: ________________________
Collier or Lee County Address: ___________________________________________________________
Signature: ____________________________________________ Title: ________________________
STATE OF FLORIDA
COLLIER COUNTY LEE COUNTY
Sworn to and Subscribed Before Me, a Notary Public, for the above State and County, on this __________ Day of
______________, 20_____.
_____________________________________________
Notary Public
My Commission Expires: ________________________
(AFFIX OFFICIAL SEAL)
16.E.1.a
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Attachment 6: Immigration Affidavit Certification
Solicitation: 3-1-1 / Customer Relationship Management (CRM) Initiative
This Affidavit is required and should be signed, notarized by an authorized principal of the firm and submitted with
formal Invitations to Bid (ITB’s) and Request for Proposals (RF P) submittals. Further, Vendors / Bidders are
required to enroll in the E-Verify program, and provide acceptable evidence of their enrollment, at the time of the
submission of the vendor’s/bidder’s proposal. Acceptable evidence consists of a copy of the properly completed E-
Verify Company Profile page or a copy of the fully executed E-Verify Memorandum of Understanding for the
company. Failure to include this Affidavit and acceptable evidence of enrollment in the E -Verify program,
may deem the Vendor / Bidder’s proposal as non-responsive.
Collier County will not intentionally award County contracts to any vendor who knowingly employs unauthorized
alien workers, constituting a violation of the employment provision contained in 8 U.S.C. Section 1324 a(e) Section
274A(e) of the Immigration and Nationality Act (“INA”).
Collier County may consider the employment by any vendor of unauthorized aliens a violation of Section 274A (e)
of the INA. Such Violation by the recipient of the Employment Provisions conta ined in Section 274A (e) of the INA
shall be grounds for unilateral termination of the contract by Collier County.
Vendor attests that they are fully compliant with all applicable immigration laws (specifically to the 1986 Immigration
Act and subsequent Amendment(s)) and agrees to comply with the provisions of the Memorandum of
Understanding with E-Verify and to provide proof of enrollment in The Employment Eligibility Verification System
(E-Verify), operated by the Department of Homeland Security in partn ership with the Social Security Administration
at the time of submission of the Vendor’s / Bidder’s proposal.
Company Name ____________________________________________________________________
Print Name
Title _______________________
Signature
Date _______________________
State of ___________________
County of _________________
The foregoing instrument was signed and acknowledged before me this ____day of ___________, 20___, by
_______________________________ who has produced _____________________________ as identification.
(Print or Type Name) (Type of Identification and Number)
_____________________________________
Notary Public Signature
_____________________________________
Printed Name of Notary Public
_____________________________________
Notary Commission Number/Expiration
The signee of this Affidavit guarantees, as evidenced by the sworn affidavit required herein, the truth and accuracy
of this affidavit to interrogatories hereinafter made.
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Attachment 7: Vendor Substitute W – 9
Request for Taxpayer Identification Number and Certification
In accordance with the Internal Revenue Service regulations, Collier County is required to collect the following
information for tax reporting purposes from individuals and companies who do business with the County (includin g
social security numbers if used by the individual or company for tax reporting purposes). Florida Statute
119.071(5) require that the county notify you in writing of the reason for collecting this information, which will be
used for no other purpose than herein stated. Please complete all information that applies to your business and
return with your quote or proposal.
1. General Information (provide all information)
Taxpayer Name ___________________________________________________________________________________
(as shown on income tax return)
Business Name ___________________________________________________________________________________
(if different from taxpayer name)
Address ____________________________________ City _______________________________________________
State ______________________________________ Zip ________________________________________________
Telephone __________________ FAX ______________________ Email __________________________________
Order Information
Address ___________________________________
Remit / Payment Information
Address ____________________________________________
City __________
State ________ Zip ___________
City _____________
State _________ Zip ______________
FAX ______________________________________
Email _____________________________________
FAX ______________________________________________
Email _____________________________________________
2. Company Status (check only one)
Individual / Sole Proprietor Corporation Partnership
Tax Exempt (Federal income tax-exempt entity
under Internal Revenue Service guidelines IRC
501 (c) 3)
Limited Liability Company
Enter the tax classification
(D = Disregarded Entity, C = Corporation, P = Partnership)
3. Taxpayer Identification Number (for tax reporting purposes only)
Federal Tax Identification Number (TIN) _______________________________________________________________
(Vendors who do not have a TIN, will be required to provide a social security number prior to an award of the contract.)
4. Sign and Date Form
Certification: Under penalties of perjury, I certify that the information shown on this form is correct to my knowledge.
Signature ___________________________________________________________
Date _________________________________
Title _______________________________________________________________
Phone Number ________________________
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Packet Pg. 1644 Attachment: 17-7127 3-1-1 Customer Relationship Mgt Solicitation (4099 : Award RFP 17-7127, “3-1-1/Customer Relationship Mgmt (CRM)
Attachment 8: Insurance and Bonding Requirements
Insurance / Bond Type Required Limits
1. Worker’s
Compensation
Statutory Limits of Florida Statutes, Chapter 440 and all Federal Government
Statutory Limits and Requirements
2. Employer’s Liability
$100,000 single limit per occurrence
3. Commercial General
Liability (Occurrence Form)
patterned after the current
ISO form
Bodily Injury and Property Damage
$1,000,000 single limit per occurrence, $2,000,000 aggregate for Bodily Injury
Liability and Property Damage Liability. This shall include Premises and
Operations; Independent Contractors; Products and Completed Operations
and Contractual Liability
4. Indemnification To the maximum extent permitted by Florida law, the Contractor/Vendor/
Consultant shall indemnify and hold harmless Collier County, its officers and
employees from any and all liabilities, damages, losses and costs, including,
but not limited to, reasonable attorneys’ fees and paralegals’ fees, to the
extent caused by the negligence, recklessness, or intentionally wrongful
conduct of the Contractor/Vendor/Consultant or anyone employed or utilized
by the Contractor/Vendor/Consultant in the performance of this Agreement.
This indemnification obligation shall not be construed to negate, abridge or
reduce any other rights or remedies which otherwise may be available to an
indemnified party or person described in this paragraph. This section does not
pertain to any incident arising from the sole negligence of Collier County.
4. Automobile Liability $ __________ Each Occurrence; Bodily Injury & Property Damage,
Owned/Non-owned/Hired; Automobile Included
5. Other insurance as
noted:
Watercraft $ __________ Per Occurrence
United States Longshoreman's and Harborworker's Act coverage shall be
maintained where applicable to the completion of the work.
$ __________ Per Occurrence
Maritime Coverage (Jones Act) shall be maintained where applicable to
the completion of the work.
$ __________ Per Occurrence
Aircraft Liability coverage shall be carried in limits of not less than
$5,000,000 each occurrence if applicable to the completion of the Services
under this Agreement.
$ __________ Per Occurrence
Pollution $ __________ Per Occurrence
Professional Liability $1,000,000 Per Occurrence
• $ 500,000 each claim and in the aggregate
• $1,000,000 each claim and in the aggregate
• $2,000,000 each claim and in the aggregate
Professional Liability $__________ per claim and
in
the aggregate
• $1,000,000 per claim and in the aggregate
• $2,000,000 per claim and in the aggregate
16.E.1.a
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Valuable Papers Insurance $__________ Per Occurrence
Employee Dishonesty / Crime $__________ Per
Occurrence
Including Employee Theft, Funds Transfer Fraud, Include a Joint Loss
Payee endorsement naming Collier County.
6. Bid bond
Shall be submitted with proposal response in the form of certified funds,
cashiers’ check or an irrevocable letter of credit, a cash bond posted with the
County Clerk, or proposal bond in a sum equal to 5% of the cost proposal. All
checks shall be made payable to the Collier County Board of County
Commissioners on a bank or trust company located in the State of Florida and
insured by the Federal Deposit Insurance Corporation.
7. Performance and
Payment Bonds
For projects in excess of $200,000, bonds shall be submitted with the
executed contract by Proposers receiving award, and written for 100% of the
Contract award amount, the cost borne by the Proposer receiving an award.
The Performance and Payment Bonds shall be underwritten by a surety
authorized to do business in the State of Florida and otherwise acceptable to
Owner; provided, however, the surety shall be rated as “A-“ or better as to
general policy holders rating and Class V or higher rating as to financial size
category and the amount required shall not exceed 5% of the reported policy
holders’ surplus, all as reported in the most current Best Key Rating Guide,
published by A.M. Best Company, Inc. of 75 Fulton Street, New York, New
York 10038.
8. Vendor shall ensure that all subcontractors comply with the same insurance requirements that he is required to
meet. The same Vendor shall provide County with certificates of insurance meeting the required insurance
provisions.
9. Collier County must be named as "ADDITIONAL INSURED" on the Insurance Certificate for Commercial
General Liability where required.
10. The Certificate Holder shall be named as Collier County Board of County Commissioners, OR, Board of County
Commissioners in Collier County, OR Collier County Government, OR Collier County. The Certificates of Insurance
must state the Contract Number, or Project Number, or specific Project description, or must read: For any and all
work performed on behalf of Collier County.
11. Thirty (30) Days Cancellation Notice required.
RLC 5/4/2017
__________________________________________________________________________________________
Vendor’s Insurance Statement
We understand the insurance requirements of these specifications and that the evidence of insurability may be required
within five (5) days of the award of this solicitation.
Name of Firm
_______________________________________ Date ____________________________
Vendor Signature
_________________________________________________________________________
Print Name
_________________________________________________________________________
Insurance Agency
_________________________________________________________________________
Agent Name
_______________________________________ Telephone Number _________________
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EXHIBIT A – SCOPE OF SERVICE
Background
Advancements in technology have provided access opportunities that were previously either unavailable
or too costly to implement. When 311 services were initially implemented, they were in response to
increasing non-emergency phone calls tying up the resources of 911 operations. Since its inception, 311
services have adapted to meet the changing needs of the communities in which it is used. The
technology now provides the ability to provide access to frequently asked questions, the ability to report
problems, and analysis of data to leverage resources.
Collier County is dedicated to be customer focused and deliver high-quality services to its customers,
our residents, visitors, and businesses. In order to deliver this level of service Collier County must be
able to provide consistent communication to its customers. Increasingly the County’s customers have
come to expect similar levels of service as are provided by private service providers. Customers expect
to be able to access information and connect with County government when and where they want. It is
in the County’s best interest to accommodate this demand and broaden the channels and methods
utilized to disseminate and provide needed information associated with services provided.
The Collier County Manager’s Agency is comprised of four departments and numerous divisions. These
departments provide a myriad of services that include public recreation opportunities, roadway
maintenance, and refuse collection and many other public services. Currently the County has a 311
phone number setup and operating. It also has a network of individuals throughout the agency that
answer customer requests for service comprised of individual phone numbers and call centers. This
network currently handles the incoming customer phone calls often in a silo fashion, with little or no
interconnectivity.
Objective
Collier County is seeking to modernize the current Customer Relationship Management system, and
improve the way County customers interact with government. The intent is to leverage existing
technology to expand and broaden the capabilities of the County’s system. The system should have the
following major capabilities that will be explained in detail further on in the Request for Proposal (RFP).
• A Knowledge Database
• An ability to request certain services and report certain issues.
• An ability to generate reports
• An ability to integrate and work with existing systems
The solution should be a multi-platform solution that can be accessed via the web through a computer,
mobile device, or tablet. Multiplatform access must be centrally connected to minimize the need to
populate and update information across platforms. The County is interested in a software as a service
(SaaS) system, and is not interested in hosting the solution on premises. Additionally, the respondents
to this RFP should be able to demonstrate substantial experience and existing systems, software, and
platforms.
This solution will be used as a tool to enhance the connectivity between the County’s customers and
internal departments and divisions to deliver a consistent message. Self -service access for customers,
in the forms of a public facing knowledge database and a service request or issue reporting platform, will
reduce the demands on staff time to answer the simple questions, and reduce the amount of transfers
between different departments and divisions. Leveraging the capabilities of the system and the data
collected by customer requests, the County will be able to better understand and anticipate customer
needs and address issues before they become major issues. Through analysis of the data, the County
will be able to observe trends, refine customer service goals, and analyze the effectiveness of their
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departments and divisions. This analysis will allow for greater use of data to drive decisions and allocate
the necessary resources to be effective and efficient.
Project Requirements
User Portal
The user portal needs to have an external and internal interface to interact with the system. This
functionality provides the appropriate level of information and functionality based upon credentials and
granted permissions. The user portal needs to be accessible via multiple platforms. Depending on the
granted user permission, access should be available via a web portal, mobile application, desktop
application/link, or offline application. Externally connected users of the system should be able to access
the system via a web portal or mobile application.
External user interface
The external interface will provide the opportunity to access the public view of the knowledge database,
submit request services, report issues, view the status of their requests and reports, communicate with
County staff, and view County generated reports. County staff should have the ability to manage the
level of access provided externally through the system based upon adjustable user permission levels.
Internal user interface
The internal interface will have significantly m ore accessibility granted by user granted permissions. The
system should have tiered levels of access where County staff members are granted levels of control
and access in the system based upon their roles with the system. Internal users should have the a bility
to access the knowledge database, submit requests for services, report issues, view and communicate
with external and internal users, make notes to records, adjust information, and generate reports. All
capabilities will be provided based upon user roles and individual permissions. Access to the system
should be available by all available platforms, again managed by user granted permissions.
Internal call taker interface / Scripting
The internal interface should also have the capability to host call scripting for incoming requests via
phone or in person communication. Such scripting will allow County staff to consistently interact with
customers and record appropriate information for generating system requests. Prompting should be
utilized to ensure that the appropriate information or questions are asked based upon the input
information. Staff should have access to view already existing requests or previously reported
information within the call taker interface to minimize duplication and understand existing situations.
Duplicate request detection
To minimize the effect of duplicate requests and an over proliferation of system generated work orders
the system should have the ability to recognize, consolidate, and flag potential duplicate requests. If a
duplicate request is realized the reporting or requesting user should be automatically informed of an
already existing request and work orders consolidated into a single request.
Mobile applications
The solution should be compatible with iOS and Android, but also Blackberry and Windows operating
systems. The County will not be responsible for maintaining functionality across platforms as this is the
responsibility of the solution provider to maintain functionality.
Notifications
The County should have the capability through the system to push notifications to users through
registered emails, phones calls, text messages, web portal notifications, or notifications via the mobile
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application. Such notifications can notify users of status updates, comments by staff, important
information, or upcoming event notifications.
Workflow management
Staff should be able to manage the assigned workload of generated requests including the ranking of
importance automatically or manually, or reassigning responsible individuals. Department or divisional
management should have the capability to monitor and manage workloads and task assignments, and
generate reports on workforce effectiveness and efficiency for resource analysis.
General design
The County should be able to incorporate a consistent design across platforms, devices, and the ability
to incorporate County Logo to maintain consistency with County bands.
Knowledge Database
The knowledge database needs to have the capability to have a public and internal interface or view.
These views should be generated from a single database in order to minimize the duplication efforts of
any changes and to maintain synchronization between publicly available and internally available
information. The database should be easily editable by the appropriate county staff. There should be
basic features such as preformatted article and Frequently Asked Questions (FAQ) templates, ability to
perform natural and wildcard searches, and ranking of database entries by access and use. In addition
to the lists of FAQ and topical knowledge accumulated by staff, the knowledge database should also
have connectivity with the County’s calendar of events.
Reporting
County staff should have the capability to generate reports to be filtered by topic, date,
district/geography, status and be customizable. Reports should have the ability to be saved as
templates. These reports should be able to be embedded on the Counties website or accessible through
a dashboard view. The dashboard view/layout should be manageable by users to show the reports as
desired by the end user or established as system dashboard views/layouts. There needs to be multiple
options to illustrate data such as:
• Multiple chart formats
o Tables
o Bar
o Breakdown Bar
o Column
o Line
o Pie
o Scatter
• Map projections
o Plot
o Heat
• Word Cloud
The County should have the ability to add, modify, or remove geographic overlays at will without the
need to contact the software provider. There should be the capability to import geographic overlays from
existing Geographic Information Systems (GIS).
16.E.1.a
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Integration
Existing County systems
In order to increase the efficiency of County operations the solution needs to have the capability to
interact with already existing work order systems. This interaction will reduce the manual process of
duplicating requests in multiple systems, and avoid potential transposition errors. Integration should
include the following systems:
• ESRI GIS
• Accela
• Cartegraph
• CityView
• Cityworks
Inability to interact with existing systems will not preclude selection but will be favorable attributes.
Telecommunication systems
The solution must work within the context of the current telecommunications technology. The following is
information regarding the existing telephony system:
• Telecom system: Avaya Aura Communication Manager
• Software version: number 6.0.1
• Hardware version: Avaya Aura Communication Manager high reliability with 2 ESS pairs
• Projected hardware and software version number: Unknown at this time due to Avaya filing
bankruptcy
• Vendor responsible for maintaining the Avaya system: Avaya, ConvergeOne (formerly
NACR)
County GIS
The solution must be able to use the County’s existing GIS data for geospatial applications. This GIS
data should be easily imported and exported and users should be able to provide feedback on map
quality. The solution should also have the ability to generate or incorporate a GIS map and plot it to a
service request. The solution should be able to verify the accuracy of street addresses using GIS data,
while being able to discern between County and non-County locations. It also has the ability to inform
users if the address entered into the address field is not recognized as a Collier County address.
IT Functionality Requirements
All functionality of the solution should be in concordance with the County IT Departments Technical
Architecture, Compatibility and Supportability Requirements (TACS). Additional information can be
found in further detail in TACS_v12 2-14-17.xlsx attached to the RFP as Exhibit C.
Data Integrity and Availability
Basic functions such as full backup, customization, and real time update processing should be available
without advanced programming knowledge. This solution should be compatible with current versions of
Internet Explorer, Chrome, Firefox, and Safari. It should also be mobile and tablet compatible. The
solution should be capable of withstanding high-load emergencies and must also provide both full and
incremental backup capabilities. Data archiving should be an included feature, and archived data should
be able to be viewed, reloaded, and reported on. The solution must also provide the ability to purge data
based on a pre-specified retention schedule. It is imperative that the database provided by the solution
is high-performance, with fault tolerance and a robust recovery strategy that is managed and
implemented by the vendor.
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Data Ownership
The County owns all data affiliated with this scope of work. At no time may the contractor sell for any
reason, including marketing-related purposes, the data developed, created, or used for any purpose.
Once the contract is terminated, the contractor agrees to turn over all data in a format determined at the
sole discretion of the County.
Security Capabilities
The solution should encrypt user IDs and passwords and should prevent display and printing of
passwords. It should also have the capability to suspend user IDs and automatically log off IDs after a
certain period of inactivity.
The solution should provide the ability to maintain security policies and maintain confidential and
Personally Identifiable Information. The solution should provide the ability for the vendor to perform
periodic security checks, as well as provide security training for employees and contractors. It also
ensures that vendor employees and contractors are required to sign a nondisclosure agreement (NDAs).
The solution should also provide updates to security documentation with each new version released and
there should be a single point of contact for escalation of security issues.
The solution should provide an audit trail of all system activity, including by user, date and time. It should
also provide alerts for unauthorized or suspicious activity. The solution should maintain information on
security events and can provide reporting on demand.
Software License Counts
Please use these amounts in developing the Cost Proposal submission.
User Type Named
Users
Concurrent
Users
311 Operators and Supervisors 6 6
Full Entry Department Users 35 25
Super Users 6 3
IT/System Administrative Users 3 3
If the Respondent would like to offer an alternative licensing model that they believe Is financially
beneficial to the County, they are welcome to submit that model in addition to the user -licensing model
requested above. While the County is suggesting a specific number of licenses (it may purchase more
or less), it is imperative that this solution is scalable in nature. There is a likelihood of growth in the
County 311 division and the solution must be capable of growing and adapting to those needs with
minimal service interruption.
Maintenance and Support
The County is exclusively interested in implementing a SaaS solution. Maintenance and support shall be
provided through the subscription agreement between the Selected Respondent and the County. The
maintenance agreement will not commence until the application has been placed in production and
accepted by the County in writing. The maintenance agreement must provide ongoing system support
and maintenance, including upgrades, bug fixes, and patches, and other technical support necessary for
County staff to operate the solution, including help desk support on general system use, configuration
settings, reporting, etc.
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Software/System Documentation
The Selected Respondent will provide detailed system and user documentation to County staff
responsible for the operation and support of the system. The Selected Respondent shall provide digital,
searchable technical and user manuals to the County. Additionally, the Selected Respondent will also
provide the County with complete digital, searchable system implementation documentation concerning
installation, configuration, testing, interfaces, and data conversion. The Selected Respondent shall also
provide PDF copies of all documentation listed above and unlimited downloads to updated copies.
The Selected Respondent shall provide, in a timely manner, system documents that describe all
software in sufficient technical and functional detail, so that this information can be used by County
personnel to maintain the system and resolve identified problems.
Implementation Plan
The County requests a recommended implementation plan which may include phasing including a pilot,
introducing foundational departments, and followed by the inclusion of outside agencies.
Training Plan
The Selected Respondent shall provide the County with a comprehensive training program that includes
instructor-led training to facilitate successful implementation and knowledge transfer of the proposed
CRM solution. The County is interested in training services that use employee time efficiently and
effectively transfers practical knowledge about the use of the new CRM solution. The Respondent shall
propose an approach that includes significant opportunity for knowledge transfer throughout
implementation and enhanced system understanding by the use and development of “in-house trainers.”
Configuration, Testing, and Acceptance
The Respondent will be required to detail for the County the potential configuration options that are
available to meet the requirements listed above. The Respondent will be required to produce a
configuration document as a project deliverable prior to the system’s final configuration.
• The Respondent will be required to configure all necessary proposed functionality for the County
and is expected to work closely with the County’s functional experts to finalize the configurations
and transfer knowledge.
• The Respondent will be required to provide a testing strategy and plan (including scripts) as a
project deliverable to the County. The final testing plan will be signed off by the County prior to
the execution of tests.
• The Respondent should provide four system environments: development/configuration, testing,
training, and production.
• The Selected Respondent will work with the County to ensure that at the time of cutover, the
system is functioning with performance superior to that of the current CRM system
16.E.1.a
Packet Pg. 1652 Attachment: 17-7127 3-1-1 Customer Relationship Mgt Solicitation (4099 : Award RFP 17-7127, “3-1-1/Customer Relationship Mgmt (CRM)
Selection Committee
Final Ranking Sheet
RFP #: 17-7127
Title: 3-1-1 Customer Relationship Mgt System
Name of Firm Lee Willer-
Spector
Brandon
Sancho
Lisa
Dunphy
Geoffrey
Willig
Sean
Callahan
Jeffrey
Dunham Total Selection Committee
Final Rank
Qscend Technologies 88 86 64 72 76 75 461 1
SeeClickFix 82 76 50 71 77 82 438 2
HyperTeam 25 53 40 49 58 45 270 3
Aeon Nexus 17 65 28 54 39 20 223 4
Cornwall Analytics 27 58 34 29 19 6 173 5
TOTAL
Procurement Professional Brenda Brilhart 7/18/2017
Step 1: Upon direction by the Procurement professional, the individual selection committee member should provide their ranking of the
proposals (from highest being number one (1) to lowest.
Step 2: The procurement professional will review the mathematically calculated final rank and discuss the rank order and determine if
consensus is reached.
Page 1 of 1
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Packet Pg. 1653 Attachment: 17-7127_Step 1 Scoring (4099 : Award RFP 17-7127, “3-1-1/Customer Relationship Mgmt
Selection Committee
Final Ranking Sheet
RFP #: 17-7127
Title: 3-1-1 Customer Relationship Mgt System
Name of Firm Lee Willer-
Spector
Brandon
Sancho
L
i
s
a
D
u
n
p
Geoffrey
Willig
Jeffrey
Dunham Total Selection Committee
Final Rank
Qscend Technologies 88 83 80 88 339 1
SeeClickFix 62 77 72 85 296 2TOTAL
Procurement Professional Brenda Brilhart 8/24/2017
Step 1: Upon direction by the Procurement professional, the individual selection committee member should
provide their ranking of the proposals (from highest being number one (1) to lowest.
Step 2: The procurement professional will review the mathematically calculated final rank and discuss the rank
order and determine if consensus is reached.
Page 1 of 1
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Packet Pg. 1655 Attachment: 17-7127 3-1-1 CRM Initiative_ NORA (4099 : Award RFP 17-7127, “3-1-1/Customer Relationship Mgmt (CRM) Initiative,” to Qscend
16.E.1.fPacket Pg. 1656Attachment: 17-7127 Qscend_Contract_VSigned (4099 : Award RFP 17-7127, “3-1-1/Customer Relationship Mgmt (CRM) Initiative,” to Qscend
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16.E.1.fPacket Pg. 1662Attachment: 17-7127 Qscend_Contract_VSigned (4099 : Award RFP 17-7127, “3-1-1/Customer Relationship Mgmt (CRM) Initiative,” to Qscend
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16.E.1.fPacket Pg. 1665Attachment: 17-7127 Qscend_Contract_VSigned (4099 : Award RFP 17-7127, “3-1-1/Customer Relationship Mgmt (CRM) Initiative,” to Qscend
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Packet Pg. 1679 Attachment: 17-7127 Qscend_Contract_VSigned (4099 : Award RFP 17-7127, “3-1-1/Customer Relationship Mgmt (CRM) Initiative,” to Qscend
16.E.1.f
Packet Pg. 1680 Attachment: 17-7127 Qscend_Contract_VSigned (4099 : Award RFP 17-7127, “3-1-1/Customer Relationship Mgmt (CRM) Initiative,” to Qscend
16.E.1.f
Packet Pg. 1681 Attachment: 17-7127 Qscend_Contract_VSigned (4099 : Award RFP 17-7127, “3-1-1/Customer Relationship Mgmt (CRM) Initiative,” to Qscend
16.E.1.f
Packet Pg. 1682 Attachment: 17-7127 Qscend_Contract_VSigned (4099 : Award RFP 17-7127, “3-1-1/Customer Relationship Mgmt (CRM) Initiative,” to Qscend