THE UNIVERSITY OF NORTHERN IOWA
CEDAR FALLS, IA
Request for Proposal #Q9321
Request for
Constituent Relationship Management System
(CRM)
Procurement Services
University of Northern Iowa
122 Lang Hall
Cedar Falls, IA 50614-0003
Email: [email protected]
Issue RFP
March 8, 2017
Intent to Propose due by vendors
(email to [email protected])
March 16, 2017
Pre-Bid Conference Call/Meeting
March 21, 2017
12:00pm CST
Written questions, requests for clarification and
suggested changes due from suppliers
March 24, 2017
12:00pm CST
Written responses to questions, requests for
clarification and suggested changes
March 31, 2017
Electronic and hardcopy proposals due
April 21, 2017
3:00pm CST
On site campus demonstrations
May 22, 2017 - June 12, 2017
Anticipated contract signing
August, 2017
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TABLE OF CONTENTS
Section I
Section II
Section III
Section IV
Section V
Attachment A
Proposal Instructions and Conditions
Terms and Conditions of the Contract
Specifications
Proposal Content
Form Proposal
Exceptions
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7
13
29
31
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Please note: an electronic version of this Request for Proposal can be downloaded from:
http://www.uni.edu/obo/purchasing/current-bid-solicitations
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RFP #Q9321
Section I
Proposal Instructions and Conditions
1.1
Purpose of RFP
The University of Northern Iowa (also referred to as “University” or “UNI”) is requesting proposals from
reputable companies for a Constituent Relationship Management System (also referred to as a “CRM System”).
1.2
Description of the University of Northern Iowa
The University of Northern Iowa, located in Cedar Falls, Iowa was founded in 1876. Today, the campus covers
940 acres and consists of five colleges: Business Administration; Education; Social and Behavioral Sciences;
Humanities Arts and Sciences; and Graduate College. Approximately 12,000 undergraduate and graduate
students are currently enrolled.
1.3 RFP Contact/Representative: All inquiries or requests for clarification or interpretation or to notify the
University of errors or omissions relating to this Request must be directed to the DESIGNATED CAMPUS
CONTACT: (This is the only person that respondents may speak to until the award of a contract)
Molly Ungs
Purchasing Agent
122 Lang Hall
University of Northern Iowa
Cedar Falls, Iowa 50614-0003
Telephone (319)273-6448
[email protected]
1.4
Proposal Clarification: Any and all questions regarding this Request for Proposal should be submitted via
email to [email protected] by March 24, 2017 at 12:00pm CST. Responses to questions will be made
available in the form of an official addendum by March 31, 2017.
1.5 Pre-Bid Conference: Attendance to the Pre-Bid conference call is recommended to ensure
understanding of the scope and services required to submit a Bid. During the Pre-Bid conference call, UNI
will respond to questions and provide any needed additional instruction on the submission of bids. The PreBid conference call will be held on March 21, 2017 at 12:00pm CST. Please RSVP to [email protected]
with the names and email addresses of all participants by March 16, 2017. Conference dial-in information
will only be provided to those who have RSVPed.
1.6
Proposal Submission
Proposals submitted must be comprehensive by including all products, services and costs necessary to meet
the business and technical requirements of this request. Responses are to be submitted in an envelope, box
or package labeled ‘RFP Q9321’. Proposals must be received by Procurement Services, 122 Lang Hall,
Cedar Falls, Iowa 50614-0003, by 3:00 P.M., CST, on April 21, 2017. Any proposal received after the time
specified for the receipt of proposals may not be considered and may be returned unopened to the sender as
non-responsive.
One (1) original and one (1) electronic copy of the proposal are to be submitted to Procurement Services in
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response to this RFP. The original printed version of your offer must be received by and shipped to the
above RFP Contact/Representative.
1.7
Supplier Confirmation Each Company, by submitting a proposal, acknowledges its representatives have:
1.7.1 Read and completely understood the proposal documents contained in this RFP.
1.7.2 Based their proposal upon the requirements described in the proposed Contract Documents.
1.7.3 Caused the proposal to be signed by an authorized representative.
1.8
Receipt and Opening of Proposals
1.8.1 UNI reserves the right to accept or reject any or all proposals and to waive any irregularities,
technicalities, or informalities in proposals if such waiver does not substantially change the offer or provide
an unfair competitive advantage to any Company. UNI reserves the right to request additional documents or
proposal clarifications after the due date and time for proposal submission.
1.8.2 No proposals submitted by use of oral, telephonic, or facsimile methods, nor any modifications to
previously submitted proposals made by any of these methods, will be considered. If a
proposal is sent by mail, Company should make allowance for the time required for such transmission.
1.8.3 Company's legally authorized representative (Officer of Company) shall sign the proposal. The
official name, address, telephone, and fax number and email addresses are to be stated on the proposal
form.
1.8.4 No responsibility will be attached to any person for premature opening of a proposal not properly
identified.
1.8.5 The laws of the State of Iowa require the contents of all proposals be placed in the public domain
and be open to inspection by interested parties. Proposals will be available for public viewing after a
contract has been finalized with the awarded Company. Trade secrets or proprietary information that are
recognized as such and are protected by law may be withheld, if clearly identified as such in the proposal
unless disclosure is required by a court order. Proposals marked entirely confidential or proprietary may be
rejected. Pricing information, management fees, financial arrangements, and other offers cannot be
considered proprietary information.
Failure to list all proprietary sections of the submitted proposal in the space provided on the Form of
Proposal, shall relieve UNI personnel from any responsibility, should such information be viewed by
the public, a competitor, or be in any way released.
1.8.6
All opened proposals become the property of UNI and will not be returned to the Company.
1.8.7
Prior to the date and time designated for receipt of proposals, proposals submitted early may be
withdrawn only by written notice to the RFP representative. Such notice must be received by the
representative prior to the designated date and time for receipt of proposals.
1.8.8
No proposal may be modified or withdrawn for a period of ninety calendar days after the scheduled
closing time for receipt of proposals.
1.8.9
All erasures or corrections are to be initialed by the person(s) signing the proposal.
1.8.10 Failure to comply with the requirements of this RFP or evidence of unfair bidding procedures may be
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cause for rejection of the proposal. Failure to supply information requested may also be cause for
rejection of the RFP as being non-responsive.
1.9
Prerogatives of the University
This solicitation does not commit the University to award a contract or to pay any costs incurred in the
preparation of a proposal and submission of proposals, costs incurred in making necessary studies for the
preparation of proposals, or any travel or personnel expenses associated with trips to UNI. The University
reserves the right to accept or reject any or all proposals received; to negotiate with any qualified respondent
or respondents; or to cancel, in part or in its entirety, this RFP.
1.10 Short List Suppliers/Negotiations
Upon completion of proposal review, evaluation, and scoring, UNI reserves the right to identify a shortlist of
suppliers, or those suppliers who have scored the highest during the initial proposal evaluation. This group of
Suppliers may be asked to give an onsite presentation to the University RFP evaluation committee and other
UNI representatives. The University reserves the right to conduct negotiations/multiple rounds of negotiations
until the University reaches satisfaction that a competitive and mutually beneficial contract can be awarded to
the most responsive Supplier. Negotiations will be structured to safeguard information and ensure that all
Suppliers in the competitive range are treated fairly.
1.11 Addenda
Any and all interpretations, corrections, revisions, and amendments shall be issued by UNI Procurement
Services to all known holders of proposed Contract Documents in the form of written addenda. Except for
addenda modifying the proposal due date or canceling the Request for Proposal, such addenda shall be issued
so as to be received at least three (3) days prior to the time set for receipt of proposals. All addenda so issued
shall become part of the Contract Documents and shall be acknowledged in the Form of Proposal.
1.12 Qualification of Company
1.12.1 UNI shall make such investigations as deemed necessary to determine the ability of Company to
provide the expected services.
1.12.2 UNI reserves the right to reject any proposal if the evidence submitted by, or investigation of, such
Company fails to satisfy UNI, or that said Company is not properly qualified to carry out the obligations
specified herein.
1.12.3 UNI reserves the right to award based on the proposal(s) determined to be in its best interest.
1.13 Exceptions to Contract Documents
Company shall clearly state in the submitted proposal any exceptions to, or deviations from, the Specifications
of Section III, and any exceptions to the provisions, terms, and conditions of this RFP included in Section I and
Terms and Conditions of the Contract in Section II. Such exceptions or deviations will be considered in
evaluating the proposals. Any exceptions should be noted on Attachment A and returned with the submitted
proposal. Companies are cautioned that exceptions taken to this RFP may cause their proposal to be rejected at
the sole discretion of UNI.
1.14 Preference Laws
UNI will give preference to purchasing from Iowa based businesses if the proposals submitted are comparable
in pricing and their ability to meet all other criteria is comparable.
1.15 Gratuities
The laws of the State of Iowa provide that it is a criminal offense to offer, promise, or give anything of value
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or benefit to a state employee with the intent to influence that employee’s acts, opinion, judgment or exercise
of discretion with respect to that employee’s duties.
1.16
Availability of Contract to Other Entities
All other agencies of the State of Iowa, Independent Purchasing Authorities and all political subdivisions of
the State of Iowa may make purchases pursuant to the Base Contract and/or Ancillary Contracts. A Buyer may
include additional contractual requirements and the Company agrees to be bound by the additional requirements
if it accepts the Purchase Instrument.
1.17
Copyrights
By submitting a bid proposal, the Company agrees that the University may copy the bid proposal for purposes
of facilitating the evaluation of the bid proposal or to respond to requests for public records. The Company
consents to such copying by submitting a bid proposal and warrants that such copying will not violate the rights
of any third party.
1.18 Proposal Evaluation
The University will select a Company on the basis of proposals received in response to this RFP and any other
information the University acquires regarding a company’s ability to perform. The University will evaluate
proposals and may select one or more companies based on responses to this RFP. All proposals submitted in
response to this RFP will be reviewed for responsiveness by the purchasing agent prior to referral to the
evaluation committee. A committee will then evaluate all responsive proposals in accordance with the criteria
described below.
The contract will be awarded to the Company whose overall offer is deemed to be the most advantageous to
the University as determined by the evaluation committee. In preparing responses, offerors should describe in
great detail how they propose to meet the scope of work/specifications detailed in this RFP. Significant
consideration will be given to fee structure and estimated cost, but price will not be the sole determining factor.
The Evaluation Criteria utilized for this Request for Proposal will be based upon, but not limited to, the
following criteria which are listed in no particular order:
1.18.1
1.18.2
1.18.3
1.18.4
1.18.5
1.18.6
1.18.7
1.18.8
Fees, Expenses, Financial cost to UNI
Request for Proposal response
Ability to provide satisfactory client list/references
Technical infrastructure
Software functionality
Ability to meet University Needs
Implementation and support plan
Presentation/Demonstration
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RFP #Q9321
Section II
Terms and Conditions of the Contract
The following terms and conditions will apply to any contractual agreement awarded as a result of this RFP.
2.1
Terms
2.1.1 University
The University is the University of Northern Iowa. The term University means the University or the
University's authorized representative. The University may be referred to as “University” or “UNI”.
2.1.2 Company
The Company is the person or organization proposing or offering to contract for goods or services. The term
Company means the Company or the Company's authorized representative. The Company may also be
referred to as the Supplier.
2.1.3 The Product
The Product comprises of the goods and/or services required by the Company to fulfill the needs of this RFP.
The Product may also be referred to as the Solution.
2.1.4 The Agreement
The Agreement refers to the contractual agreement between UNI and the awarded Company, detailed in the
Contract Documents and signed by both parties, and incorporating the RFP and Company’s response by
reference. The Agreement may be referred to as “Contract” or “Agreement”.
2.1.5 Contract Documents
The Contract Documents shall consist of this RFP (Proposal Instructions and Conditions, Terms and
Conditions of the Contract, Scope of Work/Specifications, Proposal Content, Form of Proposal, and all
attachments), any subsequent Addenda Issued by UNI, Bidder's response to this RFP, and any contractual
agreement that results from this RFP.
2.2 Non-appropriation of Funds
Notwithstanding other provisions of any award resulting from this RFP, if funds anticipated for the fulfillment
of this agreement are at any time not forthcoming or insufficient, either through the failure of the Iowa
Legislature or the federal government to provide funds or the program under which funds were provided is
altered, then UNI shall have the right to terminate this agreement without penalty by giving not less than thirty
(30) days written notice documenting the lack of funding or program change.
2.3 Immunity from Liability
Every person who is a party to this Agreement is hereby notified and agrees that UNI, and its agents, successors,
and assigns are immune from liability and suit for or from Company's activities involving third parties and
arising from this Agreement.
2.4
Indemnification
To the fullest extent permitted by law, Company shall defend, indemnify, and hold harmless UNI, its agents,
successors, and assigns, the Board of Regents, State of Iowa, and the State of Iowa from and against all
claims, damages, losses, and expenses, including but not limited to attorneys’ fees, arising out of or resulting
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from the performance and compliance with the terms and obligations of the Agreement, provided that any
such claim, damage, loss, or expense (1) is attributable to bodily injury, sickness, disease, or death, or to
injury to or destruction of tangible property, including the loss of use resulting there from, and (2) is caused
in whole or in part by any negligent act or omission of Company, it’s subcontractor, or anyone directly or
indirectly employed by any of them or anyone for whose acts any of them may be liable, regardless of
whether or not is caused in part by a party indemnified hereunder. Such obligation shall not be construed to
negate, abridge, or otherwise reduce any other right or obligation of indemnity which would otherwise exist
as to any party or person.
In any and all claims against UNI, its agents, successors, and assigns, the Board of Regents, State of
Iowa, and the State of Iowa by any employee of Company, and subcontractors, anyone directly or indirectly
employed by any of them or anyone for whose acts any of them may be liable, the indemnification obligation
shall not be limited in any way by any definition or boundary on the amount or type of damages,
compensation or benefits payable by or for Company or any subcontractor under workers’ compensation
acts, disability benefit acts or other employee benefit acts.
2.5 Code of Fair Practice
The Company shall not discriminate against any employee or applicant for employment because of race, creed,
color, religion, national origin, sex, sexual orientation, age, disability, veteran status, or any other basis where
protected by law, except where it relates to a bona fide occupational qualification. In the event of the
Company’s noncompliance with this clause or with any related federal or state regulations, this contract may
be canceled, terminated or suspended in whole or in part and the Company may be declared ineligible for
further contracts with the Board of Regents, State of Iowa.
2.6 Subcontractors
Company is specifically advised that any person, firm, or other party to whom it is proposed to award a
subcontract under this Agreement must be approved in advance, in writing, and be acceptable to UNI. The
Company is responsible for all acts of its subcontractors, as well as, the subcontractors’ performance of
delegated duties. Company shall be solely responsible for payment to all subcontractors or secondary suppliers
that the Company may engage for the completion of any contractual agreement with UNI.
2.7 Insurance
Company shall purchase and maintain, throughout the term of this Agreement, comprehensive general liability
insurance, including contractual liability, slip and fall coverage and comprehensive automobile liability
insurance to protect Company from all claims for bodily injury, including accidental death, personal injury,
and property damage arising from operations under this Agreement, whether such operations be by Company,
subcontractor, agent, or by anyone else directly or indirectly employed by Company. In addition, Company
shall purchase and maintain errors and omissions insurance to protect UNI from any losses associated with
Company’s acts. All statutory insurance requirements, including worker’s compensation, shall be met. All
required insurance policies shall be issued by reputable insurance companies duly authorized to engage in the
insurance business in the State of Iowa. Limits of such insurance shall be as stated below:
Worker’s Compensation - Statutory
Comprehensive General Liability - $1,000,000 each occurrence*
Commercial Auto Liability - $1,000,000 each occurrence*
Errors and Omissions - $1,000,000 each occurrence*
*$2 Million aggregate
The State of Iowa, the University of Northern Iowa, and the Board of Regents, State of Iowa, shall be named
on such policies as additional insureds. Failure to maintain insurance coverage throughout the life of any
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resulting contract, consistent with the provisions of this Section, shall be considered a breach of contract. As
evidence of the above, the Company will submit certificates of insurance on an annual basis. The certificates
shall also provide that should the policy be cancelled or materially changed, thirty (30) day written notice prior
to the effective date for the change or cancellation, shall be given directly to UNI.
Company agrees to waive all rights of subrogation against UNI, the State of Iowa, the Board of Regents, State
of Iowa, the Regent institutions, their employees and agents for any claim filed against Company or other firms
associated with the Agreement.
2.8 Amendments to the Agreement
When awarded, the Agreement shall not be changed, modified, altered, or amended in any respect without the
mutual consent of the parties hereto, which consent shall be evidenced by a written amendment to the
Agreement executed by both parties.
2.9 Laws
Terms and provisions of this Agreement shall be construed in accordance with the laws of the State of Iowa,
and any and all litigation or actions commenced in connection with this Agreement shall be instituted in the
appropriate courts in the State of Iowa.
2.10 Assignment
The award of this RFP may not be assigned, transferred, sold or subcontracted by Company without the prior
written consent of UNI. Should selected Company be purchased (in whole or in part) by another organization
or should Company wish to assign, transfer, or subcontract the Agreement to another Company, UNI shall have
the right to terminate the Agreement upon written notification, without penalty to UNI.
2.11 Taxes
The University is exempt from Federal Excise Taxes, and no payment will be made for any taxes levied on
Company’s employees’ wages. The University is exempt from State and Local Sales and Use Taxes on the
services. Tax Exemption Certificates will be furnished upon request.
2.12 Access to Company Records/Audits
The Company agrees to keep and provide full access to all records that pertain to UNI throughout the period
that the Agreement remains in effect and for a minimum of seven (7) years after the Agreement is terminated,
unless required to retain for a longer period by state or federal statute. The University reserves the right to audit
such records and employ the Auditor of the State of Iowa or any other auditor the University deems appropriate
to perform an audit of Company records. Should such audit disclose incorrect billings or improprieties, the
University reserves the right to charge Company for the cost of the audit and pursue appropriate reimbursement.
2.13 Termination
2.13.1 If Company is adjudged bankrupt or makes a general assignment for the benefit of creditors, if a
receiver is appointed on account of Company's insolvency, if Company repeatedly refuses or fails to supply
enough employees, management staff, or equipment to adequately provide timely delivery or services for
UNI, or if Company is otherwise guilty of a substantial violation of the Contract Documents, UNI may
terminate the Agreement after giving Company a minimum thirty (30) days written notice, without penalty to
UNI.
2.13.2 In any case where Company has failed to provide equipment and services or has provided
nonconforming equipment and services, UNI shall provide a Cure Notice. If after notice, Company
continues to be in default, UNI may procure services from another source and terminate the Agreement, without
penalty to UNI. Company may be required to pay UNI the difference if a higher cost Company is selected.
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2.13.3 With the mutual agreement of both parties, the Agreement may be terminated on an agreed date prior
to the end of the contract period without penalty to either party.
2.13.4 The University may terminate the Agreement without penalty for any reason by giving a 30 calendar
day notice.
2.14 Severability of the Agreement
In the event any one or more of the provisions contained herein shall for any reason be held to be invalid, illegal
or unenforceable in any respect, such invalidity, illegality, or unenforceability shall not affect any other
provision, but shall be construed as if such invalid, illegal, or unenforceable provision had never been
contained. Further, in the event that any provision shall be held to be unenforceable by virtue of its scope, but
may be made enforceable by a limitation thereof, such provision shall be deemed to be amended to the
minimum extent necessary to render it enforceable under the laws of the jurisdiction in which enforcement is
sought.
2.15 Open Competition
2.15.1 Where, in these contract documents, reference is made to materials, trade names, catalog
numbers or articles of certain manufacture, it is done for the purpose of establishing a basis of
comparative quality, type or style and not for the purpose of limiting competition. It shall be understood
that such method of description is not intended to exclude other items, processes, similar designs, or kinds of
materials, but is intended merely as a means of establishing a standard of comparison. Other manufacturing
processes may be used, if, in the opinion of UNI, they are acceptable in serviceability, durability, quality,
functional capabilities and design.
2.15.2 UNI reserves the right to reject any substitute article or material, and/or the associated bid which, in
UNI's opinion, does not meet the standard of quality established by such a reference in the contract
documents.
2.15.3 Companies offering other than the items specified shall submit, with their bid, catalog cuts, brochures,
and detailed specifications covering the items on which they are bidding. Any deviation from the contract
documents contained in this bid shall be noted by the company on the Bid Compliance Form. (See
Attachment A.)
2.15.4 The company is expected to fully comply with the contract documents in this bid solicitation. In the
event the company's materials or equipment do not conform, and those deviations have not been stated on the
Bid Compliance Form, the company will be responsible for furnishing materials and equipment, which fully
conform at no change in their bid price.
2.16 GuaranteeIn filling this order, Company warrants and guarantees to University that the articles are in compliance with
sections 5 and 12 of the Federal Trade Commission Act; the Fair Packaging and Labeling Act; the Federal
Food, Drug and Cosmetic Act; the Consumer Product Safety Act; the Federal Insecticide, Fungicide and
Rodenticide Act; the Federal Hazards and Substance Act; the Fair Labor Standards Act; the Wool Products
Labeling Act; the Flammable Fabrics Act; the Occupational Safety and Health Act; and the Federal AntiKickback Enforcement Act; Debarment and Suspension policies (E.O.s 1249 and 12689); Contract Work
Hours and Safety Standards Act (40 U.S.C. 327-333); Rights to Inventions Made Under a Contract or
Agreement in accordance with 37 CFR part 401;Byrd Anti-Lobbying Amendment (31 U.S.C. 1352) Clean
Air Act (42 U.S.C. 7401 et seq.) and the Federal Water Pollution Control Act (33 U.S.C. 1251 et seq.), as
amended; Davis-Bacon Act, as amended (40 U.S.C. 276a to a-7); Buy American Act, Copeland “Anti-
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Kickback” Act (18U.S.C. 874 and 40 US.C. 276c); Equal Employment Opportunity; Section 503 of the
Rehabilitation Act of 1973, as amended (29U.S.C. 793); Vietnam-era Veterans’ Readjustment Assistance Act
of 1974, as amended (VEVRAA), (38 U.S.C. 4212).
2.17 Export ControlCompany acknowledges that a foreign national(s) may use the device/technology/and or data you propose, at
the University. Company shall comply with all U.S. export controls laws and regulations, including but not
limited to the International Traffic in Arms Regulations (ITAR), 22 CFR Parts 120 through 130, and the
Export Administration Regulations (EAR), 15 CFR Parts 730 through 799, in the performance of this
Agreement. In the absence of available license exemptions/exceptions, Company shall be responsible for
obtaining the appropriate licenses or other authorizations, if required, for exports of hardware, technical data,
and software, or for the provision of technical assistance. Company shall be responsible for all regulatory
record keeping requirements associated with the use of licenses and license exemptions/exceptions.
Company shall be responsible for obtaining the appropriate licenses or other authorizations, if required, for
exports of hardware, technical data, and software, or for the provision of technical assistance. Company shall
be responsible for all regulatory record keeping requirements associated with the use of licenses and license
exemptions/exceptions. Prior to disclosing or transferring to University any hardware, technical data,
software or product utilizing any such data which is subject to export controls under federal law, Company
shall notify the University in writing of the nature and extent of the export control. The University shall have
the right to decline any such technical data or product utilizing such data. In the event Company sends any
such technical data or product that is subject to export control, without notice of the applicability of such
export control, the University has the right to immediately terminate the Agreement.
2.18 Energy Star PurchasesWhenever possible, UNI will purchase equipment that is rated energy efficient by this joint program of the
U.S. Environmental Protection Agency and the U.S. Department of Energy.
2.19 Hazardous MaterialAll packaging, transportation and handling of hazardous materials shall be in accordance with applicable
federal and state regulations including, but not limited to, the Material Safety Data Sheet provision of
O.S.H.A. Hazard Communication Standard 29 CFR 1910.1200, and Iowa Administrative Code.
2.20 Clean Air and Water Certification –
Company certifies by filling this order that its facility is not on the Environmental Protection Agency (EPA)
List of Violating Facilities. Company will immediately notify University Procurement Services of the receipt
of any communication indicating that any company’s facilities are under consideration to be listed on the
EPA List of Violating Facilities.
2.21 Federal Subcontract –
If this agreement constitutes a sub agreement under a prime contract with a federal agency, the terms and
conditions of the prime contract shall prevail.
2.22 Conflict of Interest –
Should Company be a State of Iowa official, a paid employee of the University or any other State of Iowa
agency, a member of the General Assembly or a legislative employee, Company will be considered a
‘conflict of interest vendor.’ In addition, should any individual who is a paid employee of the University or
State of Iowa Agency be a partner in Company’s firm or receive consulting payments, a conflict of interest
exists. Whenever Company represents a conflict of interest or whenever there is a disclosure of indication of
a conflict of interest, Company must have approval by the University prior to bidding on the RFP.
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2.23 Code of Conduct –
University of Northern Iowa is committed to socially and environmentally responsible purchasing consistent
with the values in our strategic plan. The University of Northern Iowa expects high quality in the products,
services and business practices of all of its business partners. This commitment enjoys broad support on
campus.
2.24 Most Favored Nation –
Company represents that the terms, conditions and prices established under the Contract Documents are equal
to or better than those offered to other comparable colleges, universities or public institutions. If during the
term of the Contract, Company offers more favorable terms, conditions or prices to another institution,
comparable universities, colleges, Company agrees to notify the University. The Contract shall be amended
to reflect the more favorable terms, conditions or prices.
2.25 Special Considerations –
The Company shall comply with all state and federal laws including but not limited to the Health Insurance
Portability and Accountability Act (HIPAA), Family Educational Rights and Privacy Act (FERPA) and the
Gramm-Leach-Bliley Act (GLB). Documentation of compliance shall be provided to University upon
request.
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RFP #Q9321
Section III
Specifications
3.
Specifications - Please be aware that this is an extensive bid. All suppliers are cautioned to allow ample
time for the submission of RFP responses well before the due date time requirement. Please review all
dates listed on page 1 carefully. RFP responses must specify how the Company will meet the following
requirements:
3.1.
Introduction:
Since 2010, UNI has used PeopleSoft’s CRM solution. This system is currently used by a limited
number of staff in the Office of Admissions for storing and processing prospects and inquiries, and
to assemble populations for communications purposes. Other system(s) are used to deliver
communications, making the current processes very time consuming and labor intensive.
A more robust, user friendly system that improves the student experience and can be used by
individuals and organizations across the enterprise is needed.
Objectives:
The University of Northern Iowa objectives with respect to a new CRM system are:
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To implement a system that supports recruitment, enrollment, retention, and development
goals
To implement a robust, user-friendly system that improves student interactions by
delivering an intentional, consistent and sustainable experience
To manage interactions with and outreach to prospective, current, and former students, as
well as alumni, patrons, donors, families, employers, high school personnel (e.g.,
principals, counselors, superintendents), elected officials, and UNI personnel and
organizations (e.g., departments, committees, faculty, staff, administration), with the ability
to tailor interactions/correspondence and data collected based on defined attributes or
criteria.
To provide a unified, 360-degree view of constituent interactions, supporting the complete
lifecycle of students and a variety of other constituents.
To implement a system that offers a variety of methods of communication, supporting
personalization and individual preferences, a variety of content types (e.g., video, text,
audio), streamlined communications, and effective student response/feedback mechanisms
The management of the complete student recruiting process, in direct support of
undergraduate, graduate, and distance education programs
To implement a system that facilitates the admissions process for undergraduate, graduate,
and distance education students
To implement a comprehensive student retention system that supports student engagement
and success, including the ability to quickly identify and contact students who meet
defined risk indicators
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The ability to record participation in and maintain relationships with those attending
campus-sponsored activities and events (e.g., performing arts events, athletic events,
conferences, youth camps, etc.)
To implement a system that supports the consolidation and integration of systems and data
to facilitate analytical, data-informed, and evidence-based decision-making
To provide improved access to data, resulting in more effective decision making
To review, evaluate, and transform current business and operational practices when
appropriate
The development of a streamlined, integrated system architecture, additionally eliminating
the need for redundant and/or “shadow systems”
The development of a solid technological base system with a web-based approach to
application deployment
To decrease the manually intensive nature of current processes
To have the ability to secure the system by type of constituent and provide appropriate
access as needed to all faculty and staff at the university.
Relevant Systems Currently in Use:
● CRM: PeopleSoft CRM v9.1
● ERP: Oracle eBusiness Suite
● Student Information System: PeopleSoft Campus Solutions
● Ticket Sales (UNItix): Spectra (Paciolan)
● Document Imaging: OnBase
● Donor and Alumni Relations: Millennium
● Email, Calendaring, Applications: Google
● Mass Email Messaging: Lyris
● SMS Service Provider: Tactical Digital / Retarus
● Academic Space Scheduling & Management: Ad-Astra
● Event Space Scheduling and Management: EMS
● Student Success: Mapworks
● Residence: StarRez
● Data Warehouse & Reporting: Oracle Business Intelligence
● Survey Tool: Qualtrics
● NCAA Compliance: JumpForward
● Student Conduct Management: Maxient
3.2.
Functional: Please confirm that the proposed system meets the following specifications and
describe each feature at a reasonable level of detail. In addition, describe how your solution
facilitates each item, whether via user interface, web services functionality, or an alternate
approach.
3.2.1.
Prospect Management
3.2.1.1.
Create prospects
3.2.1.1.1.
Web service to load prospects
3.2.1.1.2.
Manually
3.2.1.1.3.
Self-service
3.2.1.1.4.
Batch load prospect files
3.2.1.1.5.
Batch load testing files such as ACT, SAT
3.2.1.2.
Describe the search method(s) available to identify prospects.
14
3.2.1.3.
Describe how your product identifies as prospects those individuals (e.g., current
high school students, graduate students) who are enrolled in individual UNI
courses, but are not yet classified as full or part time UNI students.
3.2.1.4.
The product must include the ability to resolve duplicates and potential duplicate
records. What is the utility and/or process for identifying and combining duplicate
accounts?
3.2.1.5.
Support easily created web forms for prospect inquiry
3.2.1.6.
Define/create relationships - Identify how your solution supports the definition of
types of constituents unique to the university. A sample of those constituent types
include: students, families, schools, donors, counselors, advisors, friends, former
students and alumni, employees, customers, legislators, and affiliates
3.2.1.7.
Manage what programs prospects are interested in over time
3.2.1.8.
Ability to create/update customizable inquiry forms in-house, with no need for IT
or vendor support
3.2.1.9.
Ability to enter prospect information from off-campus
3.2.1.10.
Define target group(s)
3.2.1.11.
Assign prospects to geographic recruiting territories.
3.2.1.12.
Predictive modeling scores for prospects.
3.2.1.12.1.
Describe any predictive modeling features your solution has.
3.2.1.12.2.
Confirm your solution supports the import of predictive modeling scores
from other vendors. Include how theses can be imported (batch, web
services, other?)
3.2.1.13.
Scoring
3.2.1.13.1.1.
Add score value for a prospect by date
3.2.1.13.1.2.
Add new measurement (test score, ranking, analysis score) type
3.2.1.14.
Describe what functionality your system has that would help our athletic recruiting
staff remain compliant with NCAA recruiting regulations.
3.2.2.
Application for Admission
3.2.2.1.
Confirm that the product supports admissions for undergraduate, graduate, and
distance education student populations, and ensure that in the references you
provide each of these populations is covered by at least one reference.
3.2.2.2.
Confirm that the product facilities the use of web services for importing
applications for admission
3.2.2.3.
Describe functionality in place to tie/link this person to existing prospect
information if it exists.
3.2.2.4.
If application for admission functionality exists in your solution, describe it. If this
functionality exists, it should include these features:
3.2.2.4.1.
Ability to process applications for undergraduate and graduate level
students.
3.2.2.4.2.
Ability to import data elements such as majors from the university's
student system.
3.2.2.4.3.
Ability for applicants to upload supporting documents.
3.2.2.4.4.
Ability to export uploaded documents, including a standard index file, for
import into UNI’s document imaging system.
3.2.2.4.5.
Ability to solicit and collect recommendations.
3.2.2.4.6.
Ability to export applications immediately upon completion via web
services to the university's student information system.
3.2.2.4.7.
Ability for students to submit an application via a mobile device.
3.2.2.4.8.
Ability to customize application on a program-by-program basis.
15
3.2.3.
Student Success
3.2.3.1.
Identify 2 - 3 customers using your solution to improve the success and retention
of their current student body.
3.2.3.2.
Describe how your system helps improve student retention and identify what data
is used to do this.
3.2.3.3.
Identify how your system offers the ability to define risk factors that trigger
notifications and/or alerts regarding at risk students requiring additional support
and/or services.
3.2.3.4.
Describe how your system has helped universities in identifying students with
changes in major that may need attention.
3.2.3.5.
Describe how any of your customers are using your system to identify students
needing early intervention, and how your system supports their efforts to aid those
students.
3.2.3.6.
Describe how your system can be used to refer a student to another office and
ensure the office is notified and the referral is logged in the student’s records.
3.2.3.7.
The ability to capture student strengths, including strengths inventory such as
scores from external sources.
3.2.3.8.
The ability to check in students electronically to events/meetings so we know more
than just who scheduled a meeting, but who attended. We would also like to be
able to ask a series of questions at check in.
3.2.3.9.
The ability to automatically send surveys to individuals after an event for
feedback. For example post advising feedback.
3.2.3.10.
The ability to categorize and secure all communications.
3.2.3.11.
The ability to categorize and secure all comments, such as advisor or financial aid
comments.
3.2.3.12.
The ability to advise community college students that have the intent to transfer to
UNI in the future.
3.2.3.13.
The ability to import and tie to a student the ACT and College Board/SAT profile
data.
3.2.3.14.
Interests
3.2.3.14.1.
The ability to capture career interest categories
3.2.3.14.2.
Database of interests per individual
3.2.3.14.3.
Associate students with interests, capture this from any source available
3.2.3.14.4.
Use of a portal to present the student with items of interest to them.
Information must be relevant and fresh.
3.2.4.
Student Advising
3.2.4.1.
Identify 2 - 3 customers using your solution to improve the success and retention
of their current student body.
3.2.4.2.
Explain how students can register for appointments with advisors using your
system.
3.2.4.3.
Integration with google calendar
3.2.4.4.
Ability to send appointment reminders via a variety of methods (email, sms, etc…)
3.2.4.5.
Explain what case management features your system offers with regards to
working with students needing support.
3.2.4.6.
Want to have career and program plan data in the system for advisee use.
3.2.4.7.
Campus Solutions student groups and service indicators would need to be in here
as well. GPA’s, import lists and tag them with an attribute, a good example would
be who got midterm grades (e.g. D and F). Who is suspended, etc...
16
3.2.4.8.
3.2.5.
Need to be able to provide an advisor with the ability to see their students, and
define sub audiences that meet certain requirements, such as grad/undergrad, gpa,
etc….
Human Resources
3.2.5.1.
Identify 2 - 3 customers using your solution for human resource functions,
specifically those listed below:
3.2.5.2.
Explain how your solution can support listing for employees professional
development opportunities, and then allowing registration and tracking attendance
at these events.
3.2.5.3.
Explain how your solution could be used to put on events such as a wellness fair
and tracking both vendors involved as well as employee attendees.
3.2.5.4.
Explain how your solution has been used to enhance the recruitment of new
employees and staff.
3.2.5.5.
Describe how your system integrates with sites like Monster and Facebook with
regards to employee recruiting.
3.2.5.6.
Explain how your system can keep track of employees in a single department as
well as some that are in multiple departments.
3.2.5.7.
While we don't plan for sensitive data to be stored in this system, if it used at all for
accepting employee emails to Human Resources we anticipate something sensitive
will make its way in. Explain how that data can be expunged from your system,
ensuring it is not retained.
3.2.6.
Business Operations
3.2.6.1.
Explain how the proposed solutions can accommodate vendors, and track
communications with them.
3.2.6.2.
Explain how your system can include student’s parents, and track communications
to the parent and relate them to the student.
3.2.6.3.
Explain how your system can import prior communications (3C’s) out of
PeopleSoft campus solutions and tie them to the proper students. Also explain
how it can do this on an ongoing basis in the future.
3.2.7.
Predictive modeling
3.2.7.1.
Identify what predictive modeling capabilities are designed into your system.
3.2.7.2.
Identify any specific predictive modeling configurations are included with your
software and relate to higher education.
3.2.7.3.
Identify how some of your higher education customers have used these features to
develop new predictive models.
3.2.8.
Communication Plans
3.2.8.1.
Define series of communications to targeted constituent groups
3.2.8.2.
Define options for automating communications, in and out, and across multiple
channels
3.2.8.3.
Explain your process for identifying populations for targeted communications
3.2.8.4.
Explain how your system allows for importing external data for communications.
3.2.8.5.
Supports mass communication
3.2.8.6.
Supports specialized, ad-hoc communications based on the situation
3.2.8.7.
The ability to record external communications
3.2.8.8.
The ability to send communications (describe how this is accomplished)
17
3.2.8.9.
3.2.9.
Describe how your system supports the use of common templates or forms, using
branded communications. All communications must reflect they are from specific
organizations at the University of Northern Iowa, including email and phone.
Communication Methods
3.2.9.1.
Communication Types - domestic and international
3.2.9.1.1.
Send Email as Text
3.2.9.1.2.
Send Email as HTML
3.2.9.1.3.
Send Letter/Mailing
3.2.9.1.4.
Send Text Messages
3.2.9.1.5.
Instant Message / Chat
3.2.9.1.6.
Telephone (includes telemarketing)
3.2.9.1.7.
Social Media (be specific)
3.2.9.1.8.
Add Interactions
3.2.9.2.
Support “Do Not Contact” Via the Following Methods
3.2.9.2.1.
Email
3.2.9.2.2.
Letter / Mailing
3.2.9.2.3.
Text Message
3.2.9.2.4.
Instant Message
3.2.9.2.5.
Telephone
3.2.9.2.6.
For requests to your system of “Do Not Contact” there must exist the
ability to call a UNI web service to notify us of the “Do Not Contact”, so
our systems can comply as well.
3.2.9.3.
Communication Reporting
3.2.9.3.1.
Email Open Rate
3.2.9.3.2.
Information identifying the manner in which an Email message engaged
the reader
3.2.9.3.3.
Link Usage Analytical Data
3.2.9.3.4.
Message Bounces
3.2.9.3.5.
View schedule for outbound communication plans, to avoid overwhelming
constituents on a single day
3.2.9.3.6.
Contact log reporting for all communications
3.2.9.3.7.
Viewing a summary of communications and/or interaction by student,
particularly when in the admissions process/funnel
3.2.9.3.8.
Special Email Handling
3.2.9.3.8.1.
Handle incoming email and allow it to be tied to a
prospect/student
3.2.9.3.8.2.
The ability to send and automatically tie responses to a
prospect/student
3.2.9.3.8.3.
The ability to set auto-workflow assignments sent to staff
automatically
3.2.9.3.9.
Send external parties an appropriate summary of student status
3.2.9.3.9.1.
Parents - Status of the application
3.2.9.3.9.2.
Employer - Status of student-sponsored enrollment
3.2.9.3.9.3.
Vendors
3.2.9.3.9.4.
High School Counselor - Status of the application
3.2.10.
Event Management
3.2.10.1.
Define event
18
3.2.10.2.
3.2.10.3.
3.2.10.4.
3.2.10.5.
3.2.10.6.
3.2.10.7.
3.2.10.8.
3.2.10.9.
Support for parties from size 1 to 3000
The ability to cap attendance and wait lists
The ability to cancel an event
Event registration
Payment for event attendance
Management of an event budget
Tracking event attendance
Mobile-friendly page that provides a complete event schedule. This should be
made available via the UNI Mobile Application (Blackboard Mobile), providing
participants the ability to download daily event schedule and associated
information.
3.2.10.10.
Integration with communications functionality within the system
3.2.10.11.
Schedule and Track Break-out/Sub-Events
3.2.10.11.1.
Generate communications
3.2.10.11.2.
Generate Google Calendar meetings for campus participants and add the
entry to their calendar
3.2.10.11.3.
Track student enrollment in sub-meetings
3.2.10.11.4.
Track actual attendance for sub-meetings (without making individuals feel
like a number)
3.2.10.12.
Support High School/Off-Campus Events
3.2.10.12.1.
Associate with school
3.2.10.12.2.
Generate communication with prospects before events
3.2.10.12.3.
Generate communications with contacts
3.2.10.12.4.
Record actual attendance
3.2.10.13.
Post-event survey capabilities
3.2.11.
Comments
3.2.11.1.
Ability to add comments
3.2.11.2.
Categorize comments by type and department
3.2.11.3.
Secure comment by type and department
3.2.12.
Security
3.2.12.1.
The ability to secure by:
3.2.12.1.1.
Prospect/program status
3.2.12.1.2.
Advisor
3.2.12.1.3.
Major/Department
3.2.12.2.
The ability to secure who can see certain information. (For example securing
confidential data to limited user access.)
3.2.13.
Administrative Contact Recording and Reporting
3.2.13.1.
The ability to record office visits, consultations, or meetings between university
administrators and a variety of constituents
3.2.13.2.
The ability to report contacts by purpose and/or type (e.g., alumni, legislative,
community members, etc.)
3.2.13.3.
The ability to associate/link documents (e.g., Word, Excel, .pdf, .jpg, etc) with
specific visits, meetings, or consultations.
3.2.13.4.
The ability to record and track the status of next steps and action items established
as a result of the visit, meeting, or consultation
3.2.14.
Other:
19
3.2.14.1.
3.2.14.2.
3.2.14.3.
3.2.14.4.
3.2.14.5.
3.2.14.6.
3.2.14.7.
3.2.14.8.
3.2.14.9.
3.2.14.10.
3.2.14.11.
3.2.14.12.
3.2.14.13.
3.2.14.14.
3.2.14.15.
3.2.14.16.
3.2.14.17.
3.2.14.18.
3.2.14.19.
3.2.14.20.
3.2.14.21.
3.2.14.22.
3.2.14.23.
3.2.14.24.
3.2.14.25.
3.2.14.26.
3.2.14.27.
3.2.14.28.
3.2.14.29.
3.2.14.30.
3.2.14.31.
3.2.14.32.
Ability to leverage and access existing student information data
Allow for the creation of new attributes by area (e.g., admissions, advising,
continuing education, registrar, financial aid, etc.)
Capture t-shirt size
Record parent alumni status
Allow access to College Board/SAT, other testing, and vendor demographic
information
Record work history
Record organizational memberships
Integration with current student information system
Ticket purchase history by genre
Ticket purchase history by show
Giving history
Prospect’s alumni status
Career field (summer workshops, events, etc.)
History of participation in all non-credit events
The ability to manage a list of “key contacts” of influencers who help promote
UNI courses and programs
Robust web analytics/campaign tracking capability
The ability to report on everyone that has graduated from the University of
Northern Iowa and is a potential graduate student
Capture digital body language. The ability to “score” prospects based on
interactions with communication plans and enrollment history.
The ability to categorize, rate, and score prospects.
A robust query capability for defining target audiences, with the ability to segment
by date, enrollment history, etc.
The ability to create targeted communications plans based on program of interest,
without intervention from back-office staff.
The system should include the ability to select individuals from a list to receive
specific communications.
The ability to update the flow of communications after the communications
process has already been initiated.
The ability to access and update checklists in the Student Information System via
the CRM system. (via web services)
The ability to view a list of applicants by program as they are moving through the
admissions process with the ability to communicate with them through the CRM
system.
The ability to create “key contact” relationship lists, which may not necessarily be
prospects, but can help with spreading the word about the university and specific
programs
The ability to create communications plans with an immediate auto-response after
inquiry, with the option to update instantaneously, depending on where each
program is in the recruitment cycle.
The ability to test communications plans without sending them
Describe how “bulk mailings” work within the system. What role within the
system has the ability to send mailings out?
If the University opts to continue to work with the existing bulk mail vendor, how
are mailing lists shared?
The system should include the ability to support co-curricular transcripts
The ability to track two majors for recruiting purposes
20
3.2.14.33.
3.2.14.34.
3.2.14.35.
3.3.
Ability to track a preferred language
Ability to communicate in multiple languages, in addition to English
Does your system perform address validation?
Technical:
3.3.1.
Architecture
3.3.1.1.
Is your product developed specifically for higher education? Was it originally
intended for corporate use? If originally for corporate use, how has it been adapted
to fit the specific needs of higher education?
3.3.1.2.
Is your product cloud-based or hosted on-site?
3.3.1.3.
Provide a diagram that depicts an overview of the system architecture.
3.3.2.
Security
3.3.2.1.
Complete the UNI Data Security Product Review Form (pages 1 and 2).
3.3.2.2.
Confirm that the product supports CAS, Shibboleth or Microsoft Active Directory
as means for integrating to existing campus authentication solutions. Describe the
mechanics by which users are authenticated to the application.
3.3.2.3.
System must have an administrative login capability. Describe how your system
handles administrative logins.
3.3.2.4.
System must support multi-factor authentication, particularly for back-office staff.
Describe how this is delivered and what product(s) the system is compatible with
(e.g., DUO).
3.3.2.5.
The solution should provide roles-based access with the ability for multiple roles
assigned to constituents and users. Describe your approach and the level to which
access to data can be allowed or limited.
3.3.2.6.
The solution should allow for secure administrative access and the ability to easily
configure and updates security/system privileges. Describe your approach. What
additional security options are available for administrative login?
3.3.2.7.
Describe any web services or API’s available to create users and grant roles.
3.3.2.8.
Will any custom domain names be used for this service?
3.3.2.9.
Will your service be sending email with a sender address in the UNI domain? If so,
how will this be accomplished? Is the proposed solution compatible with SPF,
DKIM, and other industry standard anti-spam technologies?
3.3.2.10.
How will the integrity of our email domain be maintained and the university be
assured it is not misused?
3.3.2.11.
Does the system include auto-redaction capabilities? Describe.
3.3.2.12.
Describe all of the methods in which encryption technology is supported and the
type of encryption used, including but not limited to:
3.3.2.12.1.
Data at Rest
3.3.2.12.2.
Data in Transit (Secure Socket Layer Transmission - SSL)
3.3.2.12.3.
File Transfer
3.3.2.12.4.
Authentication/Credentials
3.3.2.12.5.
Backup Objects
3.3.2.13.
Describe how encryption keys are managed.
3.3.2.14.
Is your service accessible via a smartphone app? If so, what types of data will be
stored locally on the device?
3.3.2.15.
Describe the level of detail contained in system logs. Will sensitive data (as
defined by the University of Northern Iowa) be recorded in logs, examples
21
3.3.2.16.
3.3.2.17.
3.3.2.18.
3.3.2.19.
3.3.2.20.
3.3.2.21.
3.3.2.22.
3.3.2.23.
3.3.2.24.
3.3.2.25.
including Social Security Numbers, Birthdates, etc. Provide an example of each
type of log file.
Are actions taken within the system recorded and attributed to a single individual?
Describe the system’s ability to obfuscate (scramble or mask) sensitive data (e.g.,
SSN) from view.
For those classes of data whose protection is mandated by legislation or industry
legislation, confirm that the product has achieved compliance status. Specify when
the system was last audited and certified in each area of compliance.
Does your service provide a mechanism by which any customer uploaded or
service-generated data can be exported from the cloud service in an industrycompatible format? If yes, what transfer options are available?
What provisions does your system have to serve international students whose
country may not permit access to specific services that are inherent to or integrate
with your system (e.g., Google)?
Describe how you ensure the physical security of your data center and other
services critical to the integrity and security of University of Northern Iowa data.
Does your web application set the “Secure Flag” on session cookies?
Describe your incident response plan, detailing your response in the event of an
information security breach that affects University of Northern Iowa data. Has the
plan been reviewed or audited by an independent third-party?
Provide any additional technical details and/or supporting documentation which
further describes the policies, procedures, and technologies that contribute to the
overall security of your client’s data.
Describe how your company alerts customers to vulnerabilities and security issues
in a timely fashion.
3.3.3.
Test Systems
3.3.3.1.
If solution is hosted in the cloud, elaborate on the following:
3.3.3.1.1.
How many test systems are allowed and at what cost?
3.3.3.1.2.
How can test systems be populated with production data and sanitized of
sensitive data? Also identify costs.
3.3.3.2.
If solution is hosted by the university, are there restrictions on how many test
systems are allowed?
3.3.4.
Integration
3.3.4.1.
The system must have a robust method to allow easy integration with approved
university systems and services. Describe the methods available (e.g., APIs, Web
Services, etc.)
3.3.4.2.
Data must be exportable to university’s data warehouse on a nightly basis. Data
resides in an Oracle database. If there are costs related to exporting the data
nightly, those must be identified as well.
3.3.4.3.
System must have the capability of interfacing with Oracle’s PeopleSoft Campus
Solutions. Indicate for each of the following types of PeopleSoft data if interfaces
or integrations already exist for your solution. If they exist, describe if they are
batch or web services:
3.3.4.3.1.
Students
3.3.4.3.2.
Applicants
3.3.4.3.3.
Parents, including relationship to student
22
3.3.4.4.
3.3.4.5.
3.3.4.6.
3.3.4.7.
3.3.4.8.
3.3.4.9.
3.3.4.10.
3.3.4.11.
3.3.4.3.4.
3C’s communications, including relationship to student, and the
ability to import external contacts and output from other communications
systems.
3.3.4.3.5.
Service indicators
3.3.4.3.6.
Student groups
The system should interface with or potentially replace the systems listed in the
“3.1 Introduction” section of this part of the document. Describe how your system
interfaces with each, including but not limited to, the university’s calendaring
system (Google Calendar), event management software (EMS), etc.
The system must integrate fully with common social media platforms (e.g.,
Facebook, Twitter). Describe how this is accomplished from a technical
standpoint.
Describe integration capabilities with Drupal-based web-sites and content (e.g., the
ability to load prospect data submitted via a Drupal page).
Describe the product’s ability to interface with or provide the same functionality as
Mapworks.
Describe your system's abilities to interface to NCAA compliant CRM’s, such as
JumpForward.
Describe any interfaces your system has to integrate with the Maxient conduct
management system.
Describe your product's ability to interface with UNI’s event ticketing solution
Spectra (Paciolan).
Provide references that have successfully integrated proposed solution with
Oracle’s PeopleSoft Campus Solutions system.
3.3.5.
Database
3.3.5.1.
If cloud-based, what database platform is used?
3.3.5.2.
If locally hosted, confirm you support the preferred or second choice database
platform options: Preferred database is Oracle and the second choice is Microsoft
SQL Server
3.3.5.3.
Describe how data residing in the university’s existing system (e.g., prospect
information for future semesters) can be transferred to the new solution.
3.3.5.4.
Does the system provide query tools or functionality?
3.3.5.5.
Will written descriptions of all data objects (Data Dictionary) be provided to the
university?
3.3.5.6.
Will the university receive written descriptions of your data model, representing
relationships among data objects?
3.3.5.7.
Is data purged from the system? Who determines if, when, and under what
conditions the data purge occurs?
3.3.5.8.
The product must natively support the ability to create custom fields. Please
confirm and describe.
3.3.6.
Operating System Platform
3.3.6.1.
If cloud-based, what operating systems(s) are used?
3.3.6.2.
If locally hosted, confirm you support the preferred or second choice options:
Preferred operating system is RedHat and the second choice is Microsoft Windows
server.
3.3.7.
Accessibility
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3.3.7.1.
3.3.7.2.
Software solutions provided to the University of Northern Iowa shall be compliant
with the standards of Federal statute Section 508 Amendment to the Rehabilitation
Act of 1973 and W3C.org Web Content Accessibility Guidelines (WCAG 2.0
LevelAA) for accessibility for persons with disabilities for the minimum level of
accessibility. Please review the links provided for specifics related to these referred
to standards and guidelines. WCAG guidelines www.w3.org/TR/WCAG20/ and
Section 508 www.section508.gov. The University reserves the right to request that
the Supplier provide audit and/or test results that document the software’s
compliance and the testing methodology utilized. Describe how the software meets
the accessibility requirements included with Section 508 and WCAG 2.0 Level
AA.
Company must provide a completed Voluntary Product Accessibility Template
(VPAT).
3.3.8.
User Devices
3.3.8.1.
Product must support a variety of device platforms including Windows-based
devices, iOS, Android, MacOSX, and Linux.
3.3.8.2.
Product must support all commonly used web browsers such as Internet Explorer,
Edge, Chrome, Firefox, and Safari
3.3.8.3.
Does specific client software need to be installed on each device? Does your
system require the installation of a browser plug-in? Are your local client software
packages typically managed and how often are updates released? Describe
methods and timeliness of release certification.
3.3.8.4.
If local installs are necessary, confirm that user accounts do not require local
administrative privileges on the device.
3.3.8.5.
Product must support mobile devices and responsive web design, regardless of if
used by prospective students or back-office users.
3.3.8.6.
Describe your interfaces to and support levels for mobile devices.
3.3.8.7.
Are native mobile apps available for a variety of platforms (iPhone, Android,
Windows) or does the mobile device use a web browser to access the system?
3.3.9.
Reporting & Analytics
3.3.9.1.
What reporting engine do you use?
3.3.9.2.
Is your solution delivered with an end-user report writing tool? Is it user-centric or
does it require assistance from information technology professionals or the
company?
3.3.9.3.
Provide a listing of all standard reports provided. Provide samples.
3.3.9.4.
Does your solution allow for the creation of customizable reports? Describe.
3.3.9.5.
Confirm that the product allows for logos and university branding to be imported
and used for the development of final products.
3.3.9.6.
What export formats are supported (e.g., .pdf, xls, etc)?
3.3.9.7.
Can jobs or reports be scheduled to run? What parameters are available?
3.3.9.8.
Does the system provide dashboard functionality and/or key performance indicator
information?
3.3.10.
Usability
3.3.10.1.
Describe features and strategies in place to support “ease of use.”
3.3.10.2.
The system should include workflow capability. Describe how workflows are built
and where this functionality is present in the system.
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3.3.10.3.
3.3.10.4.
3.3.10.5.
3.3.10.6.
Can screens, forms, dashboard, etc. be modified without the use of development
tools?
Does the system support document management functionality? Can documents be
uploaded to the system and associated with specific records? If yes, what formats
are supported?
Is the system multi-language capable?
For outbound telemarketing, does your solution support dialer integration? If so
provide details on how this works and what requirements there are.
3.3.11.
Performance & System Maintenance
3.3.11.1.
Product must support redundant web servers and load balancing for system
resiliency.
3.3.11.2.
Provide historical information related to uptime and system performance. If vendor
hosted, the product should be available 24x7, including holidays, with a 99%
uptime rating, except during periods of scheduled routine maintenance. Describe
site usage and analytics data that is available.
3.3.11.3.
How often is the system upgraded or patched? When is the maintenance
performed? What UNI resources are required for testing?
3.3.11.4.
Detail the change management process used for the release of new functionality or
system changes.
3.3.12.
Disaster Recovery
3.3.12.1.
Describe the facilities that the system provides for data archival and retrieval.
3.3.12.2.
If the product is cloud hosted, the solution should have a disaster recovery plan in
place for protecting and backing up the system and university data. Provide an
overview of that plan.
3.3.12.3.
If the product is cloud hosted, explain your method for communicating system
outages or maintenance schedules, as well as development efforts related to
upgrades.
3.3.12.4.
If you are proposing a cloud based solution, identify data centers proposed to
house UNI data, as well as any fail over data centers.
3.3.12.5.
Will UNI data, both active and backup, always reside in US datacenters?
3.3.13.
Data ownership and handling for cloud solutions
3.3.13.1.
Confirm that at all times the University of Northern Iowa retains all rights to its
data, and that it will be used solely for our purposes. What protocols are in place to
ensure this?
3.3.13.2.
Confirm that no organization, the respondent or its subcontractors will not have
access to the university’s data in an unencrypted state. What protocols are in place
to ensure this?
3.3.13.3.
Confirm that any storage devices used to store the university’s data are destroyed
once they have failed. What protocols are in place to ensure this?
3.3.13.4.
Confirm that the university’s data will be encrypted at rest. What protocols are in
place to ensure this?
3.3.13.5.
If UNI data is used by the vendor for statistical or other types of broad processes,
describe your process for clearly communicating what data is used and how it is
used. What is the process for requesting and maintaining approval from the
University of Northern Iowa.
3.4.
Documentation, Training, & Support Services:
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3.4.1.
Documentation & Training
3.4.1.1.
Describe the company’s support services operation including, but not limited to,
days and hours of operation, toll-free telephone assistance, online assistance and
knowledge bases, assignment of technical staff to the client, etc.
3.4.1.2.
Confirm that the company provides detailed online help messaging and
documentation.
3.4.1.3.
Identify all documentation available, including information pertaining to:
3.4.1.3.1.
Installation / Implementation
3.4.1.3.2.
Systems Administration
3.4.1.3.3.
Reporting Writing
3.4.1.3.4.
User Documentation
3.4.1.3.5.
Error/Warning Messages
3.4.1.3.6.
Security
3.4.1.4.
Do error messages or warnings describe:
3.4.1.4.1.
The likely cause of the error
3.4.1.4.2.
Specific actions to correct the problem
3.4.1.5.
What options are available for requesting context sensitive help within the system
as it is utilized?
3.4.1.6.
Does the company offer training? If so, list the training courses available, the
schedule, and who are the target audiences for each course.
3.4.1.7.
Is training included as part of the implementation package?
3.4.1.8.
What methods of training are offered:
3.4.1.8.1.
Onsite group training
3.4.1.8.2.
Onsite individual training
3.4.1.8.3.
On-line
3.4.1.8.4.
Self-paced
3.4.1.8.5.
Computer-based
3.4.1.8.6.
Textbook oriented
3.4.1.8.7.
Audio coursework
3.4.1.8.8.
Video coursework
3.4.1.8.9.
Multimedia course work
3.4.1.8.10.
Off-site group training
3.4.1.8.11.
Off-site individual training
3.4.1.9.
Does a customer “user group” exist?
3.4.1.10.
Does your company host conferences or annual gatherings for the user
community?
3.4.1.11.
Does your customer base have the opportunity to influence future directions and
features of the system? Describe.
3.4.2.
Implementation
3.4.2.1.
Is implementation support provided as a part of the product agreement?
3.4.2.2.
Describe your project management methodology and the primary activities/phases
of an implementation, including typical implementation timelines and project
plans.
3.4.2.3.
Summarize the roles and expectations of the company and client (University of
Northern Iowa) during and after implementation.
3.4.2.4.
Provide suggestions for the number of university staff required for implementation
and ongoing support services
3.4.2.5.
Describe consulting services offered and description of activities
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3.4.2.6.
3.4.2.7.
3.4.2.8.
3.4.2.9.
3.4.2.10.
3.4.3.
3.5.
Outline on-site and off-site application and technical support available at
implementation time. Specify the name and location of the primary service
organization, as well as the secondary (if applicable).
Provide a list of higher education customers currently using your CRM solution
and specify their Student Information System platform.
Provide the resumes for each individual who will be assigned to this
implementation project.
What quality assurance policies do you employ during implementation?
Provide information about your product roadmap.
Maintenance and Support
3.4.3.1.
Describe the frequency, distribution process, and change control processes for
maintenance and release changes.
3.4.3.2.
How are clients notified of upgrades, bugs, and changes to the product?
3.4.3.3.
Describe support service availability, including response times and escalation
procedures, for both technical and application questions and problems. Include all
avenues of support: telephone, online, etc.
3.4.3.4.
What are the hours of operation for support services? Does the respondent offer
24x365 toll free support? What support options are available?
3.4.3.5.
Must include specification of warranty terms, periods and conditions for all
proposed software and hardware components. Include descriptions of the types of
problems covered by the warranty and details of service, staff, and help desk hours,
and response time to calls.
3.4.3.6.
The respondent must propose a “single source” maintenance contract. The contract
must provide for one point of contact to report system malfunction.
3.4.3.7.
Identify all major components that will need to reside on UNI servers and the
licensing requirements for each component.
Company Information- Please confirm that your company:
3.5.1 Is lawfully and regularly engaged in providing products and/or performing services and is in
full compliance with all applicable federal, state, and local laws, rules, regulations, and ordinances.
3.5.2 Will maintain a staff of properly trained and experienced personnel to ensure satisfactory
performance.
3.5.3 Will ensure that all persons connected with the company in charge of work are duly
registered and/or licensed under all federal, state, and local laws, regulations, and ordinances.
3.5.4 Will assign to the implementation project a designated representative responsible for the
coordination of vendor activities.
3.5.5 Will perform the work in an expeditious and economical manner consistent with the interests
of the University of Northern Iowa.
3.5.6 Will provide a statement of quality assurance and controls methodology. In addition, will
provide information on implementation (new installations & ongoing upgrades) and testing
methodologies.
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3.5.7 Can provide a mechanism to work with multiple instances of the University’s Student
Information System and other systems that will interface with the CRM, providing separate
environments for these needs.
3.5.8 Must provide a service level agreement, specifying services that are guaranteed, how service
is measured, system availability benchmarks, service response rates, and processes for resolving
issues.
3.6.
Presentation/Demonstration: Company may be asked to conduct a presentation (possibly on-site) of
the proposed product – this will include a demonstration of how product can meet all needs
identified in this RFP. UNI will not be responsible for any costs incurred for the presentation or
travel.
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RFP #Q9321
Section IV
Proposal Content
It is important that responses contain enough information to permit UNI’s evaluation team to fully understand the
Company’s capabilities. UNI is requesting responses to this RFP that, at a minimum, include the following:
4.1 Form of Proposal
Form of Proposal completed and signed by Company’s representative.
4.2 References
The successful Company must satisfy that it has adequate experience. Please submit 3 references for which the
Company has provided similar work or product. Of particular interest would be work with comparable institutions.
Company references should include business or institution’s name and address, as well as a contact name with a
telephone number and email address. Attach as Supplement 1.
4.3 Company Information
Provide a detailed overview of the following items related to your company and placement in the marketplace:
company history, company capabilities including strengths and awards, company qualifications, size and number of
offices/employees, information that differentiates your company from other CRM providers, and any highlights,
examples, and results of work completed for other clients. Attach as Supplement 2.
4.4 Training
Include an itemized list and details on any training included in the purchase price. Provide itemized list of training
recommended by job role for those implementing the product. Include a web link to any additional training
available as well as identify any discounts available to UNI. Attach as Supplement 3.
4.5 Support
Identify customer support resources as well as days and hours of availability. Phone number, websites/portals,
online chat. Please provide pricing for 24x7 support and 8x5 support. Attach as Supplement 4.
4.6 Implementation
Recommend an implementation plan for Phase 1 Student Recruiting and Phase 2 Student Retention to include:
typical project plan including timeline for implementation broken out by responsibility, recommended consulting,
what consulting was recommended and used by your average customer for implementation and include costs for
each. All required or recommended tools for the implementation effort must be identified. (e.g. integration
software, etc…) Attach as Supplement 5.
4.7 Fees
4.7.1 Provide pricing for year one which should include all costs in support of implementing and maintaining
Student Recruitment and Student Retention. Costs should be itemized to include at a minimum license fees,
support fees, required consulting fees, testing environments, implementation, etc.. Next, provide pricing for year 2
– 5 (to complete implementation, and maintain system). Attach as Supplement 6.
4.7.2 Section 3.1 provides a list of the university’s long term CRM objectives. Please provide an itemized list of the
objectives your solution can address. Include a simplified estimated proposal which includes additional software
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costs and a high level estimate of time and consulting hours for each objective. You must also include ongoing
estimated annual costs related to each, if necessary. Attach as Supplement 7.
4.7.3 Provide rate increases for software license support, or subscription fees for the past 5 years for your current
customer base. Attach as Supplement 8.
4.7.4 Provide standard hourly rates by position, for additional consulting beyond requirements of the RFP. Attach
as Supplement 9.
4.8 Response Workbook
The excel workbook for Q9321 must be completed and attached with response documents.
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RFP #Q9321
Section V
Form Of Proposal
5.1
The undersigned Company, in response to Request for Proposal Number Q9321 having examined the
Proposal Requirements, this Form of Proposal, and all of the Contract Documents, hereby proposes to
provide services in accordance with the proposed Contract Documents. Bidding companies must
complete all parts of this section for their bid to be considered.
5.2
Company acknowledges receipt of the following Addenda, which are a part of the Contract Documents:
__
5.3
__
__
__
Proprietary Information Please list all information or sections that you consider proprietary. Note that
pricing and financial arrangements cannot be considered as proprietary information. The sections of this
Proposal listed below represent trade secrets or proprietary information.
Section _
Page No. _
Section Page _
No._____
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
5.4
Company understands that University of Northern Iowa reserves the right to reject any and all
proposals, waive irregularities or technicalities in any proposal, and accept any proposal in whole or in part
which it deems to be in its best interest.
Yes _____
No ______
5.5
Company has provided all parties involved with a copy of the RFP.
5.6
Company has read, understands, and agrees to all Proposal Instructions and
Conditions contained in Section I & II of this RFP.
Yes _____
No ______
Yes _____
No ______
NOTE: If No, please list exceptions on Attachment A.
5.7
The University is interested in doing business with Suppliers electronically. We currently have the ability
to deposit payments for invoices directly into a Supplier’s bank account. Please indicate if you accept
electronic payments and what method: _________________________. Please indicate the percentage
discount for the University for processing your payments electronically _______________________. In the
event of bid award, the University will not be responsible for payment of any credit card processing fees
associated with the payment of invoices via a credit card.
5.8
Company hereby certifies by signing below: that this proposal is genuine and is not made in the interest of
or on behalf of any undisclosed person, company, or corporation; (b) that Company has not directly or
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indirectly induced or solicited any other Company to put in a false or sham proposal; (c) that Company has
not solicited or induced any person, company, or corporation to refrain from bidding; and (d) that Company
has not sought by collusion or kickback to obtain any advantage over any other Company or over UNI.
5.9
The Company has not altered or modified the original content of the Request for Proposal document or any
associated documents, including original drawings or graphics.
5.10
The company is not currently debarred, suspended, or proposed for debarment by any federal or state
entity. The undersigned agrees to notify the University of Northern Iowa of any change in this status,
should one occur, until such time as an award has been made under this procurement.
5.11 Company Information
Business Name: __________________________________________
Federal I.D. Number: ______________________________________
Official Address : __________________________________________
____________________________________________
____________________________________________
Address of service location for UNI:
__________________________________________
____________________________________________
____________________________________________
Company's State or Foreign Country of Residence ____________________
Company Telephone Number _________________________________
Fax Number _______________________________________________
Company Contact ___________________________________________
Telephone Number for this Contact _____________________________
E-Mail for this Contact _______________________________________
Authorized Signature _______________________________________
Typewritten or Printed Signature ___________________________________ Date _______
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ATTACHMENT A
EXCEPTIONS/BID COMPLIANCE FORM
#Q9321
NOTE: If you do not comply or partially comply with terms or conditions of this RFP, indicate those sections and the counter
term or condition below. Failure to include a term or condition or this form indicates that you are in complete compliance with
those terms or conditions as stated in the RFP. Additional copies may be made as necessary.
RFP Item Number
Comply
Yes /No
______________
______
________________________________
______________
______
________________________________
______________
______
________________________________
______________
______
________________________________
______________
______
________________________________
______________
______
________________________________
______________
______
________________________________
______________
______
________________________________
Signature:
________________________________
Name:
________________________________
Date:
________________________________
Comments
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RFP #Q9321
Proposal Compliance Form
Please note: Proposal may be considered incomplete unless the following are included with offer. Indicate
compliance by placing a checkmark in the space provided: All documents should be included in
the order provided below. This form should be returned with the proposal as the last page.
Compliance
[ ] Form of Proposal completed and signed by Company’s authorized official
[ ] Attachment A
(Exceptions)
[ ] Supplement 1
(References)
[ ] Supplement 2
(Company Information)
[ ] Supplement 3
(Training)
[ ] Supplement 4
(Support)
[ ] Supplement 5
(Implementation)
[ ] Supplement 6,7,8,9 (Fees)
[ ] Q9321 RFP Response Workbook (Excel document)
Proposals must be received by: April 21, 2017 at 3:00 pm CST
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