WV Higher Education Policy Commission Request for Proposals for IT Support for Salesforce. Any vendor questions should be submitted via email to: Kelley.Smith@w...

"Section 1\nSection 2\nSection 3\nSection 4\nSection 5\n\nExhibits:\n\nExhibit A\nExhibit B\nExhibit C\nExhibit D\nExhibit E\nExhibit F\n\nREQUEST FOR PROPOSALS #23173\nIT SUPPORT FOR SALESFORCE\n\nTable of Contents\n\nGeneral Information and Instructions to Bidders..................\nBackground Information................2222202seeeseeneeeeeeeeeeeeen\nScope of Services....ccececeeeeeneneneenenenennsnenesnenenenneeenennnn\nV endor Information and Qualifications.............................\nBidder Responses and Evaluation Criteria.........................\n\nInstructions to Bidders\nGeneral Terms and Conditions\nEmailing Requirements\nSignature/Certification\nAddendum A cknowledgement\nCost Sheet\n\nQuestions will be received until November 14, 2022.\n\nProposals will be received until November 30, 2022 by 3:00PM EST.\n\nPagelof5\n" "REQUEST FOR PROPOSALS\nIT SUPPORT FOR SALESFORCE\nRFP #23173\n\nSECTION 1: GENERAL INFORMATION\n\n1.1 Introduction: TheWV Higher Education Policy

Commission, Division of Financial Aid,\nis seeking bids from qualified vendors for IT support for the Communications Resource\nM anagement (CRM ) system which was developed and runs in Salesforce.\n\n1.2 Instructions to bidders: SeeExhibit A for bidder instructions.\n13 General terms and conditions: SeeExhibitB.\n1.3 Schedule of Events:\n\nRelease of RFP: 10/28/2022\n\nQuestion Deadline: 11/14/2022\nAddendum/Response to Questions: 11/16/2022\nProposal Due Date: 11/30/2022\n\nTarget Award Date: 12/15/2022\n\n1.4 Posting of Information: This RFP and any addenda, including answers to questions, will\nbe posted to https://www.wvhepc.edu/resources/purchasing-and-finance/ .\n\n15 _ Proposals shall remain in effect ninety (90) days from the submission date.\n\n1.6 Expenses: The state will not be held liable for any expenses incurred by any bidder\nresponding to this RFP including expenses to prepare or deliver the proposal or attend any oral\npresentation.\n\n1.7 Interviews: Discussions and/or interviews may be held with the bidders under final\nconsideration prior to making a selection for award; however, theRFP may be awarded without\nsuch discussions or interviews.\n\n1.8 Award: Itisanticipated that a single contract will be awarded for all services. However,\nthe state reserves the rightto configure the contract in whatever manner is in its\u2019 best Interests.\n\nSECTION 2: BACKGROUND INFORMATION\n\nSalesforce is currently being used asa CRM to manage student applications, awards, and\ncontacts. There is a student portal through which students can manage their state financial aid.\nThe Division of Financial Aid (DFA) does not have sufficient IT support for ongoing\n\nPage20f5\n" "maintenance and future expansion. Currently, theDFA processes over $100 million in state\nfinancial aid. Wecommunicate eligibility and award information to over 30,000 students for\neight different financial aid programs. DFA also works with over 100 high schools throughout\nthe state and over 40 institutions of post-secondary education.\n\nSECTION 3: SCOPE OF SERVICES\nThis RFP may contain mandatory provisions identified by the use ofthe words \u201cmust, will\n\nand shall\u201d. Failure to comply with a mandatory term intheRFP will result in bid disqualification.\n\nTheDFA is seeking a company that can provide technical support for Salesforce. We also want the\nability to add new projects to the system.\n\n3.1 Services requested\n\n3.1.1 Support in Salesforce for the current CRM. Vendor should describe the firm\u2019s ability\nto help troubleshoot issues as they arise.\n\n3.1.2 Anindividual dedicated to theDFA who will become familiar withour CRM andbea\npoint of contact for issues.\n\n3.1.3 Implement new/specific projects if requested by theDFA. Specific projects would\nrequire a Statement of Work from the vendor based on communications withthe DFA.\n\n3.1.4 A help line support system that is available at least M onday-Friday from 8:00am\nthrough 5:00pm.\n\nSECTION 4: VENDOR INFORMATION AND QUALIFICATIONS\nProvide a statement/response to each of the following:\n4.1 Explain your firm\u2019s experience in Salesforce development.\n\n4.2 Identify and provide a statement of qualifications of individuals to be assigned\ndirect responsibility for the requested services.\n\n4.3 Describe the experience that key personnel have, their length of service with the\nfirm, as well as other relevant skills.\n\n4.3 Describe the Firm\u2019s size, Illustrating its ability to fulfill theterms oftheRFP.\n\n4.4 Describe any related experience.\n\nPage30f5\n" "4.5 Provide the names, telephone numbers and mailing addresses of at least three\nSalesforce clients and the contact person from whom references may be obtained for\nboth the firm and the key personnel assigned to the engagement. References should be\nfrom clients comparable to the type and scope of services solicited in this RFP.\n\nSECTION 5: BIDDER RESPONSE AND EVALUATION CRITERIA\n\n5.1 Bidder isto respond with an hourly rate for on-going technical support. In addition,\nhourly pricing for any Statement of Work produced as aresultof this RFP will be required.\nItis important to include hourly pricing for each level of service you may need to respond to\nfuture system growth programming requests. Finally, identify a pricefor HelpLine\nservices. Please quote either an annual or monthly cost for this service. All costs are to be\nlisted on the C ost Sheet provided as Exhibit F (attached).\n\n5.2 Economy of Preparation: Proposals should be prepared simply and economically,\nproviding a straightforward, concise description of the bidder\u2019s ability to satisfy the requirements\noftheRFP. Emphasis should be placed on completeness and clarity of content.\nNOTE: ALL PRICESARE TO BE PROVIDED INA SEPARATE EMAIL OR\nSEALED ENVELOPE LABELED AS PRICING INFORMATION.\n5.3 Proposals should be limited to 20 pages. Additional material may be presented as\n\nexhibits to the main proposal.\n\n5.4 Vendor is required to complete and submit theBid Certification Form (Exhibit D)\nwith any bid response.\n\n5,4 Theproposal will be evaluated on a one hundred (100) point scale with points assigned as\noutlined below.\n\nVendors failing to score at least 70% or 49 points will not be considered to have met the\nminimum acceptable score. Any vendor not meeting the minimum acceptable score will\nNOT havetheir prices opened and will NOT beconsidered for award of thebid.\n\n5.3.1 Qualifications, Experience and Company Background \u2014 40 points\nResponses to Section 4 will bereviewed and evaluated here.\n5.3.2 Services \u2014 30 points\n\nResponses to Section 3 will be reviewed and evaluated here.\n\nPage 40f5\n" "5.4. Price - 30 points \u2014 The low bid will receive the full 30 points. Each higher bid will\nreceive a percentage of the 30 points on a ratio basis compared to the low bid cost. Low bid will\nbe determined by evaluating the hourly costs for services and the cost of Help Line services.\n\n5.5 Award will bemadeto the bidder receiving the highest point total.\n5.6 _Intheeventthat mutually acceptable terms cannot be reached within a reasonable period\n\nof time, with the highest ranked bidder, the state reserves the rightto undertake negotiations with\nthe next highest ranked bidder and so on until mutually acceptable terms can be reached.\n\nPage50f5\n"