This RFT SLNSW24-13 seeks tender to supply to the State Library of NSW a Customer Relationship Management System described in the Statement of Requirements.

Project goals

To increase constituent engagement, satisfaction, and operational efficiency by taking a whole-of-Library approach to managing constituent information, relationships, and interactions. The project goals include:

•  The provision and installation of an enterprise CRM solution
•  Integration with third party systems
•  Training and support of Library staff on the platform
•  Migration of existing data sets

Scope

•  The project includes the provision of the platform, and an ongoing license, as well as the implementation of the platform, including assisting with data migration, workflow set up and platform integrations with other platforms as required.
•  The project will be a phased roll-out, with an initial set up phase, followed by the progressive roll-in of the library’s different teams, including the relevant data migration and systems integrations as required. The proposal needs to include support for data migration from existing platforms, including any data reconfiguration, deduplication or cleaning that may happen as part of the migration process.
•  Hosting can either be included in the pricing, or the CRM can be hosted in the Library’s current hosting environment. This needs to comply with NSW Government hosting requirements.
•  Training of the Library staff, including the production of any online training or on-boarding assets for use in the future, or any recommended “train the trainer” activities.
•  Ongoing support post implementation

Related files

SLNSW24-13 Tendering Conditions v2.docx (110 KB)

Additional details/instructions

A. The information provided in this response will be used in the assessment of the Request for Tender. Questions have been framed to ensure responses that are relevant to the selection criteria. Please provide attachments where necessary, clearly labelled and cross-referenced.

B. References to “you” in this part means the Respondent and all responses given will be taken to be responses of the Respondent.

C. Complete and email the Intention to Submit a Tender Response section to the Contact Officer, via quotations@sl.nsw.gov.au by 18/07/2023. The Intention to Submit a Tender Response is not mandatory, and while deciding not to do so will not prevent you from submitting a full proposal, it would be helpful for us in terms of planning and facilitate the timely evaluation of the RFT.

D. Requests for clarification: Request for clarifications may be sent to the Contact Officer via, quotations@sl.nsw.gov.au, no later than 26/07/2024. All responses to the requests for clarifications will be posted as Addenda to the RFT via the eTendering portal.

E. The full submission, including all documents/files attached to this RFT, should be zipped as a single attachment on the eTendering portal for submission by the closing date 3pm on 08/08/2024 (August 8th, 2024). Please ensure your file names include your company name and the name of the document.

Requirements

Mandatory requirements

A) Scheme membership (SCM0020) *

Information and technology

This procurement category has a mandated scheme.

This category has a mandated scheme, to be awarded this contract you will need to be a member of the ICT Services Scheme SCM0020.

Are you a member of SCM0020?

Response type

Radio button (Yes/No)

Opportunity requirements

1. Statement of Requirements and Response Document

Please see documents:

1. SLNSW24-13 RFT_response_document_CRM - v2-

The information provided in this response will be used in the assessment of the Request for Tender. Questions have been framed to ensure responses that are relevant to the selection criteria. Please provide attachments where necessary, clearly labelled and cross-referenced.

2. SLNSW24-13 Statement of Requirement v2 -

For each item in the Statement of Requirements, state whether the CRM proposed meets the requirement:

•  Fully met
•  Partially met
•  Met with customisation/add-on to core system
•  Not met

If fully met, partially met, or met with customisation/add-on to core system, elaborate/document as to how.

Response type

File upload (Multiple)

Response templates

SLNSW24-13 RFT_response_document_CRM - v2.docx (169 KB)

Related documents

SLNSW24-13 Statement of Requirement v2.docx (286 KB)

Evaluation

Weighting

The evaluation weighting is an estimate and is subject to change.

Price: 40%

Non price: 60%

Notices

No notices have been posted for this opportunity.

Amendments

No amendments have been made to this opportunity