Customer Relationship Management Services at TSTC - Statewide

08 September 2023 Customer Relationship Management Services at TSTC - Statewide Customer Relationship Management Services at TSTC - Statewide 08 September 2023 Open 9/8/2023 12:00 PM CDT Type Request for Proposal Close 9/22/2023 2:00 PM CDT Number 214 Currency US Dollar Sealed Until 9/22/2023 2:00 PM CDT 08 September 2023 Contacts Catherine Lopez cslopez121749@tstc.edu Phone +1 254-867-3734 ext. 13734 Glendoris Wynn garchie@tstc.edu Phone +1 254-867-3757 08 September 2023 NIGP Commodity Code NIGP Commodity Code Description 20832 *Customer Relationship Management Software (CRM), Microcomputer 96120 Customer Service Evaluation Services 08 September 202308 September 202308 September 202308 September 202308 September 202308 September 202308 September 202308 September 202308 September 2023 mailto:cslopez121749@tstc.edu

mailto:garchie@tstc.edu TSTC Background Information Texas State Technical College (“TSTC”) is a state-supported two-year technical college and is the state’s largest provider of technical education. In 2015, TSTC was granted single-accreditation status from the Southern Association of Colleges and Schools Commission on Colleges, the regional body for the accreditation of degree-granting higher education institutions in the Southern states. Single-accreditation merged ten (10) college campuses into one state system with administration located in Waco, Texas. This new college has campuses in Abilene, Breckenridge, Brownwood, Fort Bend County, Harlingen, Marshall, North Texas (Red Oak), Sweetwater, Waco, and Williamson County. TSTC educates more than 13,000 students and has 1600 employees across the State of Texas. For more information about TSTC, go to http://tstc.edu/about. Purpose: Texas State Technical College (TSTC) is issuing this RFP to provide the Career Services office a Customer Relationship Management (CRM) to manage all employer and student relationships and interactions. The Career Services Office (CSO) is responsible for the placement and tracking of graduates. The ultimate goal is to Place More Texans in Great Paying Jobs! Interviews/Demos: The selection committee reserves the right to conduct interviews/demos for further evaluation. If a SIGNED Execution of Offer is not submitted the bid will be disqualified. TSTC does not anticipate the contract to exceed $100,000 and will not require that a HUB Subcontracting Plan be submitted. This agreement will be for one (1) year with an option to renew for four (4) additional one (1) year periods. Pricing shall be fixed for the initial term of the contract and any annual percentages increase will need approved by TSTC. Please see "Buyer Attachments" tab for Scope of Service. General Notes: Q&A Board Message: If you have any questions concerning the project, please submit those through the Q&A Board. Please be aware when the Q&A session is over, no questions will be asked after this period. The Q/A board is not designed for generalized questions about TSTC's operations. TSTC will only respond to questions on the Q/A board from suppliers that have the ability and desire to contract with TSTC. TSTC's Records Management Officer will receive inquiries from those who are not interested in responding to solicitations. Details may be found at www.tstc.edu. Confidentiality: If a supplier desires to submit information to TSTC which is considered as confidential, the supplier should mark the information "CONFIDENTIAL". Uploading: Any issues uploading or submitting bids, suppliers must contact TSTC Sourcing Department at the moment that the issues occurred via email with screenshots. Failure to notify will affect any remedy that could have been applied. Email Communication: To ensure that all email communication is received, suppliers must "safelist" procurementservices@sciquest.com. TSTC will not be responsible if emails are not received. Technical Issues: For password reset or log-in assistance, contact JAGGAER at 1-800-233-1121, and select the following options: * 1 - (if English is your choice) * 1 - Supplier * 0 - Operator Description http://tstc.edu/about Required to View Event Prerequisites Required to Enter Bid 08 September 2023 1. Rsolution System Overview - "How To Navigate" 2. Respondents must be able to Implement by March 15, 2024. Please describe how you would implement the project timeline. 3. (1) Please describe the approach, methods, and customer service that the firm will employ to provide the services described in the Scope of Service. (2) Describe your professional services during implementation which includes, but not limited to: workshops, best practices and documentation. 4. Respondents are to provide a list with three (3) examples of similar projects in scope and size with owner contact information. 5. (1) Respondents are to provide a written statement regarding their ability to perform the required services. (2) Provide a resume of the personnel who will be the main staff conducting the work. (3) What are the respondents' resources and administrative support services for a project of this size and intensity? 6. Proposal prices must be line itemed to include all labor, material, equipment, insurance, overhead, etc that are presented in your response. 7. The undersigned, in submitting this Proposal and endorsement of same, represents that he/she is authorized to obligate his/her firm, that he/she is an equal opportunity employer and will not discriminate with regard to race, color, religion, sex, national origin, age or disability; that he/she will abide by all the policies and procedures of TSTC; and that he/she has read the entire RFP package, is aware of the covenants contained herein and will abide by and adhere to the written requirements in ALL sections of the RFP. Failure to manually sign this RFP Response Form will be reason for the RFP to be rejected. 8. Please review and confirm the TSTC Non-Collusion statement. 9. The State of Texas Ethics Commission requires vendors who have a business relationship with a government entity to complete and sign the Conflict of Interest Questionnaire. 10. TSTC Historically Underutilized Business Submittal Requirements and Subcontracting Approval-Please review the Historically Underutilized Business Submittal Requirements. 11. If the undersigned Firm intends to deviate from the Specifications listed in this RFP document or Contract, all such deviations must be listed on this page, with complete and detailed conditions and information included or attached. TSTC will consider any deviations in its RFP award decisions, and TSTC reserves the right to accept or reject any response based upon any deviations indicated below or in any attachments or inclusions. In the absence of any deviation entry on this form, the Firm assures TSTC of his/her full compliance with the Terms and Conditions, Specifications, and all other information contained in this RFP document. 08 September 202308 September 202308 September 202308 September 202308 September 202308 September 202308 September 2023 Buyer Attachments 1. Scope of Service.pdf 08 September 202308 September 202308 September 202308 September 202308 September 202308 September 2023 https://bids01.jaggaer.com/apps/Router/PublicEventDownload?file=U291cmNpbmdldmVudC8xMTczNDY2LTE0ODUwODcwNjhTY29wZSBvZiBTZXJ2aWNlLnBkZg%3D%3D&auth=MDpBRVMyI0NQNVp4a2IvSnkxZDNIUm81TGpka2h4M0V4bkpBZDlVSkVFUnk5WnZrK2l5eGZjOVRGNkRHUlU9 Questions Required Questions Group 1.1: General Information Instructions: 1.1.1 History of Support: Please provide a history of support for Institutions of Higher Education (IHE) in Texas, including things such as, sponsorships, grants, donations in-kind or otherwise, internships/externships, apprenticeships and the like. [Texas Education Code 51.9335(b)(8)]. 1.1.2 TSTC Solicitation Requirements: Any exceptions to terms, conditions, and requirements in the Scope of Service including the sample contract(s) specifically the Sample Service Agreement (see link provided in attached document), must be made in writing and listed on the Deviation/Compliance Signature Form in "Prerequisites" tab. 1.1.3 Value Added: Please provide a list of any additional services or not otherwise identified in this RFP that you would propose to provide to the College. Additional services or benefits must be directly related to the goods and services solicited under this RFP. 1.1.4 Are you an active registered Texas Historically Underutilized Business? 1.1.5 Are you a Minority Business Enterprise/Women Business Enterprise Supplier? 1.1.6 If not a HUB supplier, please see link below and follow instructions on how to Register as a Texas certified HUB supplier as well as apply for the Centralized Master Bidders List (CMBL). https://comptroller.texas.gov/purchasing/vendor/hub/certification-process.php Group 1.2: Security Requirements Instructions: 1.2.1 The application must implement SSL sitewide, including login pages, client pages, and administrative pages. 1.2.2 Proposer must UPLOAD a statement on why they cannot comply. 1.2.3 The application must include the ability to implement granular access controls for users,groups, and administrators. Access controls will be maintained by TSTC. 1.2.4 Proposer must UPLOAD a statement on why they cannot comply. 1.2.5 The application must have full logging and auditing capability for operations performed by the software. 1.2.6 Proposer must UPLOAD a statement on why they cannot comply. 1.2.7 In the event that the system will be a hosted solution, the proposer must UPLOAD evidence of relevant security controls/standards or independent audit. This may include internal policies, procedures, or third party audits or security reviews. If not able to comply, then UPLOAD a statement with a detailed explanation. 1.2.8 In the event that the system will be a hosted solution handling sensitive or regulatory information of employees, students, or other individuals, a Service Organization Controls 2 report (SOC2), ISO27001, or similar third party audit report must be UPLOADED. Sensitive or regulatory protected information includes, but is not limited to: (A) Sensitive Personal Information (social security numbers, government issued identification numbers, driver’s license number, banking account numbers) (B) Family Educational Rights Privacy Act (FERPA) protected data (C) Health Insurance Portability and Accountability Act (HIPAA) protected data (D) More information regarding a SOC 2 report can be found at: https://www.aicpa.org/InterestAreas/FRC/AssuranceAdvisoryServices/Pages/ServiceOr ganization%27sManagement.aspx 1.2.9 The proposer must UPLOAD appropriate documentation and assurance for all subcontractors handling TSTC data. A SOC2, ISO27001 report or similar will be required for subcontractors handling sensitive or regulatory protected information. **Note: If an NDA is needed, please upload the document for signature. 1.2.10 TSTC retains sole ownership and remains the custodian of all institutional records stored in the proposers system. Proposer will not access these records without TSTC’s written consent. The need for accessing records must be identified on the request. 1.2.11 Proposer must UPLOAD a statement on why they cannot comply. 1.2.12 Upon termination, cancellation, expiration or other conclusion of the Agreement, Service Provider shall return all TSTC data to TSTC and destroy any and all TSTC data within 30 days. A notification of data destruction must be provided to TSTC. 1.2.13 Proposer must UPLOAD a statement on why they cannot comply 08 September 202308 September 202308 September 202308 September 202308 September 2023 1.2.14 TSTC uses Okta to provide identity management, SSO, and MFA. The application must support SSO via SAML or OIDC if the application will contain sensitive or confidential information and allow TSTC to control MFA through Okta. Addition consideration will be given to applications that support enhanced usage of SAML/OIDC (ex. group provisioning/permissions, etc.). While some limited exceptions may be made for on-premise applications that interface directly with Active Directory, cloud/hosted solutions shall comply with the above. If a proposer is unable to comply with TSTC's authentication requirements, please specify the method that will be used for user maintenance and administration. 1.2.15 Proposer must UPLOAD a statement on why they cannot comply. 1.2.16 For the purpose of application administration, the application should allow TSTC staff access to the proposers system electronically via a tiered permissions system. Local access control would be granted by TSTC. 1.2.17 Proposer must UPLOAD a statement on why they cannot comply. 1.2.18 If the application has a messaging feature, the application must have logs files that store all messages for perpetuity that can be accessed by TSTC at any time without impediment pursuant to Texas Senate Bill 944 for Open Records Requests. Messages are defined as: any instant messaging or chat between two or more people, electronic mail that can be sent or received through the application, or posts to forums within the application. 1.2.19 Please explain what areas you are unable to comply with for our review 1.2.20 If a cloud computing system or service is proposed, do you have a TX-RAMP certification per the State of Texas Risk and Authorization Management Program? The program is outlined at: https://dir.texas.gov/texas-risk-and-authorization-management-program-tx-ramp 1.2.21 What level of TX-RAMP certification do you currently have? 1.2.22 When do you expect to obtain a TX-RAMP certification? 1.2.23 If proposer will have access to a TSTC computer system or database, Proposer represents and warrants that it will comply with the requirements of Section 2054.5192 of the Texas Government Code relating to cybersecurity training and required verification of completion of the training program. Group 1.3: Electronic and Information Resource Instructions: 1.3.1 Texas state agencies and institutions of higher education are responsible for procuring accessible electronic information resources. This includes reviewing information provided in proposer accessibility documentation to assist the organization in determining the availability of commercial IT products that support accessibility. For each electronic and information resource (EIR) product or service included in solicitation responses subject to Texas Administrative Codes 1 TAC 206 and 1 TAC 213 (which include the US Section 508 technical specifications), the proposer shall provide documentation of how each requirement or specification is met. See attachment for instruction. 1.3.2 It is the proposer’s responsibility to maintain the integrity of any accessibility documentation provided to DIR of Texas state agencies / institutions of higher education. Any documentation shall be considered a self-attestation unless expressly affirmed otherwise. If the proposer plans to provide commercial off the shelf (COTS) software as part or all of a solicitation response, the Vendor shall provide a completed Voluntary Product Accessibility Template (VPAT) for each COTS product offered. For third party COTS products, the proposer must obtain and submit VPATS or links to them from the third party as part of the solicitation response. 1.3.3 Upload a VPAT or a document with a link to the VPAT. 1.3.4 Please provide a statement of non- compliance with a detailed explanation. ** Note: Award could be contingent upon compliance. Group 2.1: Instructions: 08 September 202308 September 202308 September 202308 September 202308 September 2023 Product Line Items Product Line Items There are no Items added to this event. 08 September 202308 September 202308 September 202308 September 2023 Service Line Items Service Line Items There are no Items added to this event. 08 September 202308 September 202308 September 2023