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Unisys Revised Response To Unisys Revised Response to Constituent Relationship Management (CRM) Solution and Build Out of a 311 Call Center Request for Proposal #12‐008 Volume 1 – Technical Proposal June 15, 2012 This proposal has been reproduced on recycled paper Unisys UNISYS REVISED RESPONSE TO THE CITY OF ELGIN CONSTITUENT RELATIONSHIP MANAGEMENT (CRM) AND BUILD OUT OF A 311 CALL CENTER REQUEST FOR PROPOSAL #12‐008 Table of Contents 1.0 Transmittal Letter ................................................................................................................... 1‐1 2.0 Vendor Information ................................................................................................................ 2‐1 3.0 Financial Statements .............................................................................................................. 3‐1 4.0 Client References .................................................................................................................... 4‐1 5.0 Scope of Services .................................................................................................................... 5‐7 5.1 The 3‐1‐1 Phone Number and the Call Intake Function ................................................ 5‐19 5.2 Project Management ..................................................................................................... 5‐19 5.3 Vendor Project Manager Responsibilities ...................................................................... 5‐26 5.4 Software Licenses .......................................................................................................... 5‐28 5.5 Proposed Application Software and Computing Environment ...................................... 5‐28 5.6 Responses to Requirements .......................................................................................... 5‐31 5.7 Software/System Documentation ................................................................................. 5‐32 5.8 Systems Integrations and Interface Development ........................................................ 5‐32 5.9 Test and Production Environments ............................................................................... 5‐34 5.10 Training Requirements................................................................................................... 5‐35 5.11 System Acceptance ........................................................................................................ 5‐37 5.12 Solution Type ................................................................................................................. 5‐37 5.13 Warranty ........................................................................................................................ 5‐38 5.14 Software Maintenance .................................................................................................. 5‐38 5.15 Standards for City Acceptance of Deliverables .............................................................. 5‐40 6.0 Supporting Documentation .................................................................................................... 6‐1 7.0 Costs and Payment Terms ...................................................................................................... 7‐1 8.0 Required Attachments ........................................................................................................... 8‐1 8.1 Requirements Spreadsheets ............................................................................................ 8‐2 8.2 Biographies of Project Team Members ........................................................................... 8‐3 8.3 Project Team Organizational Chart ................................................................................ 8‐24 8.4 Vendor References ........................................................................................................ 8‐25 8.5 Project Cost Form .......................................................................................................... 8‐26 8.6 Sample Software Licensing Agreement ......................................................................... 8‐27 8.7 Sample Maintenance Agreement .................................................................................. 8‐28 8.8 Sample Implementation Services Agreement ............................................................... 8‐29 8.9 Sample Standard Reports .............................................................................................. 8‐30 8.10 Sample Documentation (User Guides, Training Materials, Screenshots) ...................... 8‐31 8.11 311 Implementation Plan .............................................................................................. 8‐32 8.12 Forms ............................................................................................................................. 8‐33 Table of Contents i UNISYS REVISED RESPONSE TO THE CITY OF ELGIN CONSTITUENT RELATIONSHIP MANAGEMENT (CRM) AND BUILD OUT OF A 311 CALL CENTER REQUEST FOR PROPOSAL #12‐008 List of Figures Figure 5‐1: Unisys Project Lifecycle .......................................................................................................... 5‐15 Figure 5‐2: High Level Project Plan .......................................................................................................... 5‐21 Figure 5‐3: Project Organization Chart .................................................................................................... 5‐22 List of Tables Table 5‐1: City of Elgin Roles and Responsibilities ................................................................................... 5‐23 Table 5‐2: Proposed CRM Application – Hosted Components ................................................................ 5‐28 Table 5‐3: Dispute Resolution .................................................................................................................. 5‐41 Table of Contents ii UNISYS REVISED RESPONSE TO THE CITY OF ELGIN CONSTITUENT RELATIONSHIP MANAGEMENT (CRM) AND BUILD OUT OF A 311 CALL CENTER REQUEST FOR PROPOSAL #12‐008 1.0 Transmittal Letter RFP Requirement: An overall introduction to the proposal is required, including a statement of the vendor’s understanding of the needs of Elgin in an executive summary format. The letter must be signed by an individual authorized to bind the vendor, and must contain a statement that the proposals are binding for a period of 120 days. It should include the name, title, address, and telephone number of individuals with authority to negotiate and contractually bind the company. The letter may also briefly set forth any particular information the vendor wishes to bring to the City’s attention, and if any information contained in the response should be considered proprietary. Unisys Response: For the signed Unisys transmittal letter, please refer to the following pages. Transmittal Letter 1‐1 UNISYS REVISED RESPONSE TO THE CITY OF ELGIN CONSTITUENT RELATIONSHIP MANAGEMENT (CRM) AND BUILD OUT OF A 311 CALL CENTER REQUEST FOR PROPOSAL #12‐008 2.0 Vendor Information RFP Requirement: Complete a copy of the vendor information section for each different vendor in this proposal (including all subcontractors). Unisys Response: Unisys Corporation Item Response Vendor Name Unisys Corporation Proposed Role (i.e., Prime, Prime Subcontractor) Legal Status of Business (partnership, Corporation Corporation, etc.) Is your firm in negotiations that could Unisys is a publicly traded company. We report impact its current status (e.g., is planning to significant transactional events in accordance with U.S. be sold) securities laws. Any such information is available online at http://unisys.com/unisys/about/ir/detail.jsp?id=1080000 7&pid=202. Local Address (if applicable) 1 E. Wacker Drive, Chicago, IL 60601 Corporate Headquarters Address 801 Lakeview Drive # 100, Blue Bell, PA 19422 Website Address www.unisys.com Number of Employees 23,000 Number of Locations More than 100 countries around the world Length of Time in Business More than 130 years Length of time serving More than 50 years municipal/government organizations Number of years providing CRM solutions 12 years in the 311 CRM space (specific to Local Governments), First 311 CRM project completed successfully in 2001 for the City of Houston, TX Number of similar projects currently being 10 (globally in the area of CRM and customer service performed by the vendor for all segments) Relevant industry awards received in the last In February 2011, Ted Davies, president of Unisys three years Federal Systems, was recognized as a 2011 Federal 100 Award winner. The Federal 100 Awards, sponsored by Federal Computer Week, recognize leaders in the government IT community who “go above and beyond” to make a difference in the way technology transforms government. Dun & Bradstreet Number 00-535-8932 Vendor Information 2‐1 UNISYS REVISED RESPONSE TO THE CITY OF ELGIN CONSTITUENT RELATIONSHIP MANAGEMENT (CRM) AND BUILD OUT OF A 311 CALL CENTER REQUEST FOR PROPOSAL #12‐008 Item Response Contact Representative Name Title Telephone and Email Patrick Brady Account Executive (312) 953-1340 [email protected] salesforce.com Corporation Item Response Vendor Name salesforce.com Proposed Role (i.e., Prime, Subcontractor Subcontractor) Legal Status of Business (partnership, Corporation Corporation, etc.) Is your firm in negotiations that could No impact its current status (e.g., is planning to be sold) Local Address (if applicable) 767 S. Middleton, Palatine, IL 60067 Corporate Headquarters
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