University of California, Office of the President s1

RFP # MMEF0-2009-024P Customer Reltionship Management Tool

UNIVERSITY OF CALIFORNIA, OFFICE OF THE PRESIDENT

REQUEST FOR PROPOSAL

ISSUE DATE: December 17, 2009 RFP NO: MMEF0-2009-024P DUE DATE: January 22, 2010 TIME: 1:00 PM (PST)

Proposals must be received by the due date and time to be considered.

If further information is required, please contact: Evan Fixler @ (310) 794-2913 Email: [email protected] This document can only be issued by a University of California Authorized Purchasing Agent

THIS IS NOT AN ORDER

All qualified, interested suppliers are invited to submit proposals for a:

Customer Relationship Management Tool

For The

University of California Office of the President,

1 RFP # MMEF0-2009-024P Customer Reltionship Management Tool

Introduction

About the University of California

Founded as the state’s first and only land grant institution in 1868, the University of California is a system of 10 campuses with approximately 180,000 undergraduate and graduate students. The official research arm of the State of California, UC has five medical schools, three law schools and the nation’s largest continuing education program. It also manages three national laboratories that are engaged in energy and environmental research and approximately 130,000 acres of natural habitat in California for research, teaching and outreach activities.

Project Background

The objective of this Request for Proposal (RFP) is to solicit proposals and ultimately enter into contract with a qualified vendor for a Customer Relationship Management (CRM) tool, including maintenance and professional services, that will support the University of California (UC or the University) in its delivery of University of California Retirement Plan (UCRP or pension) and health and welfare benefits services to its employees and retirees. UC is seeking a subscription-basis vendor-hosted solution.

Instructions to Proposers Proposal Receipt

Proposals must be submitted electronically (via email) :

1 copy with pricing:

Evan Fixler UCLA Purchasing 10920 Wilshire Blvd. Ste 650 Los Angeles, CA 90024-6508 [email protected] and

1 copy without pricing:

Esther Cheung Hill [email protected]

No telephone, telegraphic, or facsimile proposals will be considered. Proposals received after the time for closing will not be considered.

Proposal Format

Proposals shall be submitted in the following format. Proposals in any other format will be considered informal and will be rejected. Conditional proposals will not be considered. An individual authorized to extend a formal proposal must sign all proposals. If the proposer fails to provide any of the following information, with the exception of the mandatory proposal certification, the University may at its sole option, ask the proposer to provide the missing information or evaluate the proposal without the missing information.

Proposers are to provide a written proposal detailing the full scope of the project and its related activities. Proposals must include all of the elements listed below referenced by the corresponding numbers and in the order listed.

1 Signed Proposal Certification – RFP 2 Statement of Work Proposal – RFP 3 Provide Proposed Project Timeline as requested in the RFP 4 Proposer Qualification Information and Completed Business Information Form – RFP and BIF 5 Indicate acceptance of Terms and Conditions – RFP 6 Cost Proposal – RFP 7 Additional Comments and Supplementary Information as desired

Proposal Elements

Proposals must (1) demonstrate an understanding of the project, (2) describe your approach and (3) provide a brief scope of work and project timeline (a more detailed scope of work and timeline will be defined once the vendor has been selected) and (4) provide a statement of cost.

Key Action Dates

Listed below are the key action dates/times for this RFP. If the University finds it necessary to change any of the dates as indicated below, an addendum to the RFP will be sent to all prospective bidders via mail or fax.

Release of RFP...... …………....………. December 17, 2009

Questions regarding RFP...... …..……….…..……..……. January 12, 2010

Proposal Due Date...... …...………..…….. January 22, 2010

Award Date...... …...... ……………………………..TBD

Proposal Modifications or Withdrawal

No modification of submitted proposals will be permitted in any form. Any proposal may be withdrawn prior to the time set for the receipt of proposals. No proposal shall be withdrawn for a period of ninety 90) calendar days thereafter.

Proposer Representation

Each proposer, by submitting a proposal, represents that he/she has:  Read and completely understands the RFP and associated documents.  Based the proposal upon the requirements described in the RFP.

Proposer Questions/RFP Contact Person

Questions regarding this RFP must be submitted using the form as provided at the back of this RFP document. Please submit via email.

Evan Fixler, C.P.M., A.P.P. UCLA Purchasing Department 10920 Wilshire Blvd., #650 Los Angeles, CA 90024 Phone: (310) 794-2913 [email protected]

Presentation

Vendors selected for final evaluation may be required to make an oral presentation of their proposal. Vendors may also be requested to allow the University evaluation team to tour their business operations. Such presentations and site visits provide an opportunity for the Vendor to clarify their proposal to ensure a mutual understanding. Scheduling of time and location for these presentations will be arranged by the University Purchasing Department. Failure to comply with this scheduling procedure may result in Vendor disqualification.

Contacts with University Personnel

Prior to submission of proposals, it is requested that Vendors coordinate, in advance, all contacts with University personnel through the University Purchasing Department. Failure to comply with this request may result in an interpretation of an intent to evade RFP requirements and result in Vendor disqualification.

Simplicity of Preparation

Proposals should be prepared simply and economically, providing a straightforward, concise description of the Vendor's capability to satisfy the requirements of the Request for Proposal. Special bindings, color displays, etc., are not desired. Promotional materials are especially discouraged.

Alternative Proposals

The University of California will weigh all factors noted in this RFP to determine the best course of action in awarding this part of the University’s business.

If a Bidder sees an opportunity to propose a different, more efficient way to structure pricing and/or services covered in the scope of this RFP, while still meeting all stated requirements, we ask that the Bidder provide this as an “Alternative Proposal.” UC is committed to reviewing all proposals that meet stated requirements and which may also offer unanticipated benefits. Only those Bidders that respond to the entire RFP as written also qualify to bid as “alternative proposal” (Bidders may not only bid an “Alternative Proposal”).

Scope of Work

This is not a sales environment; the tool will not be used to farm prospective students or employees. The line of business is the delivery of benefits services. The customers will be University employees (approximately 180,000 faculty and staff), as well as another 50,000 retirees. Employees and retirees make contact with UC to ask questions related to retirement service credit years, salary used in benefit calculations, health and welfare benefits eligibility, dependent information, and so forth. The most frequent request is for a password reset to the employee/retiree self-service application. When contacting UC, the employees and retirees can be identified readily and their relevant information retrieved once they are verified by the Social Security Number and/or other personally identifiable information. There will be a desire to integrate employee/retiree payroll and UCRP membership information, currently residing in multiple source systems, into the tool in a secure manner. There will also be a desire to integrate the CRM tool with Java-based administrative applications (https://atyourserviceonline.ucop.edu/hradmin/) already in use, and possibly employ single sign-on technology for administrative staff that will be using the tool.

Right now, the most common channel for contact is by telephone to the Customer Service Center. Despite phone contact being most common, it should be noted that emails to the Customer Service Center have grown in volume in recent years. In addition to the Customer Service Center, there are branch offices, known as local Benefits Offices, throughout the University system that take phone calls, emails, and in-person meetings on similar matters. The CRM tool is expected to support the delivery of benefits services by being a reservoir of knowledge that can be easily accessed by staff in the Customer Service Center and the local Benefits Offices, resulting in fast, accurate, and consistent responses to customers.

In addition, the tool is expected to help automate the tracking, aging, and reporting of customer contact events, reducing manual staff hours currently necessary to monitor contacts and giving Customer Service Center supervisors the time and ability to focus on customer experience management. It is also expected to maintain a historical record of customer contacts. Furthermore, the tool is expected to facilitate the exchange of information and transactions, in other words, basic workflow, between the Customer Service Center and the other operational units, such as Retirement Operations and Retirement Insurance.

Background and Functional Needs University of California: The University of California (UC or the University) is a non-profit public educational institution. UC’s fundamental mission embraces teaching, research, and public service. There is a central administrative unit, UC Office of the President (UCOP), headquartered in Oakland, California. In Oakland, we administer the benefits for employees and retirees of the 10 campuses (Berkeley, Davis, Irvine, Los Angeles, Merced, Riverside, Santa Barbara, Santa Cruz, San Diego, and San Francisco), 5 medical centers (Davis, Irvine, Los Angeles, San Diego, and San Francisco), and 1 national laboratory (in Berkeley).

Retirement Administration Service Center: The Retirement Administration Service Center (RASC) is also located in Oakland, California. It is comprised of five operational units: - The aforementioned Customer Service Center: gateway for calls, emails, and correspondence from employees, retirees and inactive/vested UCRP members across the variety of UC-offered plans; coordinates service activities with other processing units within the RASC, and is available for member walk-in service.

- Business Controls: develops and tracks metrics and audits to guide performance management; ensures accurate documentation, reporting and business controls; maintains the knowledge database

component of the CRM and coordinates RASC audits, process improvement initiatives, business resumption activities, etc.

- Retirement Operations: processes retirements, disability, survivor claims, and retirement plan disbursements; reviews Qualified Domestic Relations Orders and divides accounts accordingly.

- Retirement Insurance: administers retiree insurance for medical, dental and legal benefits; verifies and coordinates Medicare compliance.

- Operational Compliance and Calculations: performs standard and specialized pension-related calculations; applies Internal Revenue Service rules and directives as required; audits retirement calculations.

In phase one of implementation, the primary users of the CRM tool will be the RASC. In the second phase, usage may be expanded to the local Benefits Offices. It is estimated that, at implementation, there will be 40 people in the RASC using the tool; this figure may eventually grow to 75 users in the RASC. Once the tool is deployed to the local Benefits Offices, it is anticipated that usage will grow by another 70 users. This estimate is based on the named user methodology. Under the concurrent user methodology (versus named user methodology), we estimate the figures can be decreased by 50%.

Currently the Customer Service Center has use of an antiquated customer relationship management tool which was procured about a decade ago. Its foundation is Access 97, and there are no plans to migrate data from that tool to the new one. There is no knowledge base system in use today. Knowledge is people and training dependent, and training materials are available for many of the subject matters. The Bidder will be expected to recommend best practices in initiating and growing a knowledge base system, and to advise UC on how other businesses who have faced this situation treated their outdated contact routing system(s).

General: UC employees and retirees currently have 24/7 access to self-service tools, as well as having staff in the Customer Service Center and the local Benefits Offices available to provide benefits services during normal business hours. The University has built a robust website (http://atyourservice.ucop.edu/) containing pension and health and welfare information. There is also a secured website (https://atyourserviceonline.ucop.edu/ayso/) where employees and retirees can sign in to view personal information such as their paystub, retirement estimates, health and welfare enrollments, and complete transactions such as address changes and open enrollment health and welfare changes. There are no plans to replace these websites with the CRM tool. The Customer Service Center currently handles an average of 7,500 calls a month. Call volume peaks during the Fall when there is an open enrollment period for health and welfare benefit changes and at the start of each calendar year. The RASC processes approximately 5,000 benefits claims annually. Most of the claims surround retirement, and there is a peak each Spring with many members wanting to retire on July 1. The RASC processes a significant number of other transactions currently that are not readily quantified. These transactions include address changes, Form 1099 reprints, verification of pension, etc.

Functional Needs: The following was developed by UC as desired functionality of the tool. For the Customer Service Representative, allow CSRs to: - Record information about each customer interaction, including the nature of the issue and follow-up activities, in a time efficient manner

- Categorize the nature of the call by pre-defined categories 7 RFP # MMEF0-2009-024P Customer Reltionship Management Tool

- Search employee records based on SSN, name, and/or other personally identifiable information

- Search knowledge topics by pre-defined categories and/or key words

- Route issues to operational units outside of the Customer Service Center for resolution; closing of the interaction may be by the CSR or staff in the operational unit

- Email in Word, Excel, or PDF formats or fax documents

- Provide automated/template email responses to customers

- Maintain a history of open and closed issues searchable by SSN, name, and/or other personally identifiable information (and for the Customer Service Supervisor, this functionality should be available at the individual CSR level and as an aggregate, as well as by date range)

- View open activities in an aging format (and for the Customer Service Supervisor, this functionality should be at the individual CSR level and as an aggregate)

- View activities created through multiple channels (e.g., CSR workstation entry, customer emails, customer entry on a webform, a system action triggering a flag)

- Have a single view of customer by being able to be pre-populated with at least 30 pre-defined fields about the employee/retiree; data currently resides in multiple source systems (DB2 or Sybase databases)

For the Customer Service Supervisor (and any/all RASC Management personnel), allow the Supervisor to: - Obtain a dashboard view of call center activity

- Build a knowledge database to help ensure answers given to customers are accurate, consistent, and timely; knowledge database should be easy to amend in-house as business needs dictate

- Categorize and mine activity resolution to formulate training tools such as frequently asked questions/answers

- Reassign activities to meet workload needs

- Create effective real-time reports to meet administrative requirements, as well as audit and compliance reporting; this will include aging and other pre-defined reports exportable to Excel and possibly other reporting tools

- Provide a drill-down facility in reports (see the individual cases that make up an aggregate report)

For RASC Operational Units, allow staff to: - View/route/close work items as appropriate- within/among other Operational Units and the Customer Service Center

- Access the knowledge database 8 RFP # MMEF0-2009-024P Customer Reltionship Management Tool

For Systems Administration, allow the Administrator to: - Create, modify and cancel user access

- Define access rights by role (or group) and place users into one or more role (or group)

- Generate reports identifying users of the systems and their access level

- Add and define a new value to an existing field

- Add or delete a field

- Reopen or close cases and make adjustments to existing cases

- Track or audit user activity (e.g., track who made changes to a case)

- Override entered categories

- Query database

- Migrate data from this tool to a successor tool (or back to UC source systems)

For the Business Controls Unit, allow designated personnel to: - Populate, maintain, update the knowledge base component of the tool

- Design “custom” reports as needed to ensure the tool provides actionable management information, statistics and data

Pre-Qualification

Bidder’s eligibility to respond to this RFP is based on the Bidder’s ability to meet the pre-qualification requirements listed within. The University, in its sole discretion, reserves the right to determine whether any Bidder meets the minimum eligibility standards, to determine whether a proposal is responsive, and to select a proposal which best serves its financial and programmatic objectives. The University reserves the right to reject all proposals.

Pre-Qualification Checklist:

The following questions represent pre-qualification requirements. Responses of “No” or that are incomplete and/or do not meet the University’s expectations, basic requirements, and standards of performance shall be disqualified and the bid rejected. The University reserves the right to set the criteria for and make the determination independently in each case. [yes/no responses] 1. Does your company have a proven track record in the customer relationship management market (four years or more)?

2. Does your company’s tool have a demonstrated track record of successfully handling storage capacity of UC’s size (record base of 200,000)?

3. Does your company’s tool have a demonstrated track record of successfully handling inbound call volume of 2,500 per day? Is it scalable to accommodate spikes and steady upward growth?

4. Will your company’s tool accept daily data feeds from UC sources?

5. Does your company employ best-in-breed security to authenticate the user of your solution?

6. Does your solution comply with the California Information Practices Act set forth at California Civil Code Sections 1798 – 1798.78?

7. Can your company certify that all UC data will be held and processed within the borders of the United States and that the data will not be transmitted to a location outside of the United States either by vendor or its agents, assignees, transferees or subcontractor?

Functionality Questions General: Having read the RFP Description and Scope and the Background and Functional Needs sections, will your company be able to meet the University’s needs within your cost proposal? Please explain.

If you have worked with another customer with a business need similar to UC’s, please elaborate here.

Implementation: 1. Describe your overall implementation philosophy and key considerations for implementation planning. 2. If the University were to propose “going live” with Phase 1 within 3 months of the agreement date, is this possible without altering the cost proposal? Comment on your ability to meet the proposed “go live” date. Based on the information provided, what is your recommended “go live” timeframe for Phase 1? For Phase 2? 3. Describe your implementation approach. Include key activities, specific deliverables and milestones, timeline and resource requirements. For resource requirements, describe the ideal team composition between the University (e.g., Customer Service staff involvement, UC programmers, UC business/systems analysts) and Bidder. For the timeline, include the proposed estimate of the number of weeks the implementation team will take to complete a project of this scale. Include any key assumptions and resources the University should be aware of when reviewing the overall implementation approach and timeline. 4. Describe your training process and program, including: a. Approach for training University staff (e.g., CSRs, Customer Service Supervisor, systems administration staff), including training schedule and resources (the University and Bidder) b. Description of fee structure for training and materials c. Description of training documentation and materials, including: What media is training provided in? What materials are reproducible vs. copyrighted? Can materials be customized by the University? How long after implementation will UC have access to these resources? d. Is on-screen help provided on both the end user and the administrative sites?

e. Description of training support provided post-implementation 5. Provide the composition of the team you propose for the customer relationship management tool implementation effort. For each proposed team member, please include: a. Roles played by the individual and the responsibilities fulfilled b. Skills and experience possessed for anticipated team members c. Estimate the time commitment (in hours) that both your staff and the University staff will need to dedicate to the project. Please separate time into buckets: i. Leading up to and including implementation and initial configuration

ii. Training and training materials

iii. Post-implementation support (please estimate hours/month)

6. Describe any plans to “partner” with another vendor to meet implementation needs. If your approach includes the use of one or more additional vendors or sub-contractors, please provide a detailed explanation of their role on the project. In addition, if your response to the technical and functional requirements and associated product demonstration is dependent upon a product offered by another vendor partner, please be advised that a single, joint response should be submitted for this RFP. Additional vendors, subcontractors and/or any assignee or transferee must be able to adhere to the same agreements (e.g., not transmitting UC data outside of the United States) required of your company.

Ongoing Support: 1. Define your standard Service Level Agreement. Define your problem severity levels and include the target response times and restorable actions to customer issues by severity level. Where is your primary support location and what are the hours of service? What is the problem escalation procedure available to a client such as UC? 2. Is the product proposed in your response currently available? If not, when will it be available? Are any upgrades planned for 2010? Describe your product’s major releases and revisions schedule and approach for the past two years. Describe procedures and schedules for how releases and revisions are distributed. What is the “down-time” associated with upgrading an instance of your system in production? 3. How do you differentiate between an upgrade release and the release of a new product? How are each made available to an existing customer? 4. Describe your company’s process for reviewing, approving and prioritizing suggested changes and enhancements. What is your procedure for handling and resolving “bugs”? 5. Describe your strategy for post-implementation application support. Include your recommendations for the University (e.g., support structure, functions) to ensure the ongoing success of the tool. 6. What tool and documentation would be provided to UC for product self support/diagnosis?

Technology: 1. What has been the tool’s average uptime been in production for the past 3 years? Explain any unscheduled outages.

2. Is your system fully web-enabled for 24/7, anywhere access for CSRs and administrators?

3. How many concurrent users can the system support?

4. UC would like CSRs to be able to access customer data which currently resides in Sybase and DB2. Describe how you would interface with these UC source systems such that CSRs could view and potentially update this data from within your tool using: a. batch b. web services c. other best practices

5. Does the product require loading software on any client workstation? List any known conflicts with other applications. Include version numbers if applicable.

6. What operating systems and/or web browsers (specify versions) are supported for a PC? For a Mac?

7. Describe any restrictions UC should anticipate related to customization of code. What are the repercussions of upgrades on a product that has been customized? How do you differentiate between a customization and a configuration?

8. Describe the extent to which the system’s user interface and features can be customized or configured while allowing for product upgrades under your normal upgrade process. Does the product provide the ability to deselect features and functions without jeopardizing the integrity of the package?

9. Does the system function in a modular fashion (i.e., if one component such as the report feature of the system is down, does it bring down the whole system)?

10. Describe the system’s architecture. Include a diagram indicating each component’s location with respect to a corporate firewall.

11. For single sign-on, UC utilizes processes and protocols of UCTrust and the InCommon Federation, (i.e., Shibboleth) to identify and authenticate members of its community to web-based applications and contracted service providers. Describe your ability to utilize these processes and protocols to obtain end-user identity information or provide the means to adapt a vendor-supported SSO technology such as ADFS to UC's Shibboleth environment. For Shibboleth, service providers may need to join InCommon. Further information about UCTrust is available at http://www.ucop.edu/irc/itlc/uctrust, and information about InCommon is available at http://www.incommonfederation.org.

12. Describe your system’s ability to handle load balancing, redundancy and fault tolerance? Do you provide 24/7 system monitoring?

13. Explain how the system could be utilized for automatic notification of newly established procedures or processes from the knowledge database to appropriate people (e.g., CSRs, manager, and other required individuals).

14. Describe import and export capabilities with Word, Excel, Access, PowerPoint, Acrobat, and other common text and presentation and analysis programs.

15. Is your tool integrated with Outlook?

Security and Disaster Recovery: 1. What are your policies on preventing loss of customer data? Has your company experienced any data loss or data exposure in the last 5 years? If so, please describe.

2. Does your solution comply with HIPAA security regulations?

3. Can specific data elements, such as SSN and personally identifiable information, be further secured within the database? If so, how is this done?

4. How does your company employ the use of intrusion protection technology to prevent malicious attacks?

5. Describe how your solution implements security-- both in preventing unauthorized access and restrictions by role.

6. Can you electronically redact sensitive information (such as name or SSN) from both electronic and paper reports?

7. Do you have the ability to provide for secure communication channels, either for emails or document exchanges?

8. How do you ensure secure transmission of our data?

9. Is your solution certified by any third-party security certification process or audit?

10. Does your company have a secure site for data storage?

11. Does the solution have built in functionality for auditing or logging data access and changes? If yes, please describe any limitations to this functionality. Is reporting possible on the audit or log feature?

12. If the contract with UC is terminated for any reason, how will the data be returned to UC, and then how long will it take your company to purge all UC data?

13. Does your company have a disaster recovery plan used to ensure business resumption in a reasonable timeframe? Describe your disaster recovery plan.

14. How often do you test your recovery system?

15. Does your company maintain back-up data in an offsite facility? If so, is it a secure facility? Provide the name of the offsite facility.

General Capability Questions 1. Provide a copy of your company’s organization chart and describe your company’s business model (breadth and depth of services offered, even if outside the scope of this RFP).

2. How long has your company been in business? Have your service offerings changed in the last 5 (five) years? If so, how? How many customers- unique companies and subscribers- does your company serve? How many did you serve 3 years ago?

3. Does your company have a mission statement or corporate vision/corporate values statement? If so, please specify.

4. Does your company have a current or past contract with the University of California? If so, please elaborate.

5. If awarded the business, how would the University account be managed? Specifically, what level of experience or qualifications would oversee the administration of the account overall and how would that person interact with local account personnel, drivers, accounts receivable representatives, senior management, others?

6. What is the reporting relationship from the prospective University account manager to the President of your company (i.e., who is the account manager’s immediate supervisor, their immediate supervisor and so on up to the President of the entire organization)?

7. Describe in detail the training requirements for all key personnel in your organization that would provide services to the University if awarded a contract. Use additional pages if necessary.

8. Where is your company headquartered (actual street address)? If different, where is the regional office from which the University account would be managed? How many offices does your company have in California? Which offices (in-State and out-of-State) would be involved with the University?

9. How is the account management team compensated? (Please do not include actual salaries, but indicate what percent of their compensation is tied to performance and what aspects of that performance are measured)

10. How often is customer feedback solicited on a formal and informal basis from the executive level of your company? (i.e. formal customer feedback session might be a “customer advisory board” quarterly meeting and informal feedback might be a periodic phone call by the VP of Sales to briefly check in on account satisfaction).

11. Please list all your employees who would service the University account (functional titles are OK, rather than names, i.e., “local sales representative”) and what % of their time would be dedicated to the University account. In addition, please provide resumes for each of the proposed employees.

12. If awarded a contract with the University of California system-wide, where would UC rank in your company’s list of top customers? Please consider the University, with all locations together, as one customer (estimates such as “Top 5” or “between 50 and 100” are OK).

13. Invoices are expected to be timely and accurate when submitted to the University, and must indicate at a minimum: a. Sales tax as a separate line item b. Purchase Order (P.O.) Number or release number and the agreement number c. Any applicable discount

d. Reference to original order and invoice number for all credit invoices issued e. Please describe your ability to meet the above minimum data requirements.

14. Describe your company’s invoicing payment terms and conditions, including capabilities (or limitations) for the following options: a. Manual Process, individual invoices issued for each ordering department and remitted to each UC Campus Accounts Payable Office b. XML and EDI Invoicing and EFT c. Billing by accounting unit (up to 32 digit) d. Monthly summary billing e. ACH payments and notification via fax, e-mail or EDI f. Any other options, please specify

15. Who within your organization would be responsible for working with University accounts payable department(s) to set up electronic invoicing and payment? How long would you expect the process of setting up electronic invoicing and payment to take (provide some detail to substantiate your timeline estimate)?

Terms and Conditions This RFP is governed by the terms and conditions set forth in the University of California Terms and Conditions in Appendix A, and Appendix DS

University of California Employees

All proposals must indicate any/all known University of California employees and/or near relatives who hold a position in your organization or have been engaged as an employee, contractor or consultant for your organization within the last two years. Also indicate any known University of California employees or near relatives that own or control more than a ten percent (10%) interest in your organization. If there are none, so state.

Conflict of Interest

Vendor shall not hire any officer or employee of the University to perform any service covered by this agreement.

Vendor affirms that to the best of his/her knowledge there exists no actual or potential conflict between Vendor's family, business, or financial interest and the service provided under this agreement, and in the event of change in either private interests or service under this agreement, any question regarding possible conflict of interest which may arise as a result of such change will be raised with the University.

Vendor shall not be in a reporting relationship to a University employee who is a near relative, nor shall the near relative be in a decision-making position with respect to the Vendor.

University’s Right to Reject or Modify

Selection of a proposal does not mean that all aspects of the proposal(s) are acceptable to the University. The University reserves the right to negotiate the modification of the proposal terms and conditions prior to the execution of a contract, to ensure a satisfactory procurement.

Supplemental Terms and Conditions/Modifications

Any supplemental terms or conditions, or modification or waiver of these terms and conditions must be in writing and signed by Vendor and University.

Disclosure of Records

All bids, supporting materials, and related documentation will become the property of the University.

This RFP, together with copies of all documents pertaining to any award, if issued, shall be kept for a period of five years from date of contract expiration or termination and made part of a file or record which shall be open to public inspection. If the response contains any trade secrets that should not be disclosed to the public or used by the University for any purpose other than evaluation of your approach, the top of each sheet of such information must be marked with the following legend:

“CONFIDENTIAL INFORMATION”

All information submitted as part of the bid must be open to public inspection (except items marked as trade secrets and considered trade secrets under the California Public Records Act) after the award has been made. Should a request be made of UCLA for information that has been designated as confidential by the bidder and on the basis of that designation, UCLA denies the request for information, the bidder may be responsible for all legal costs necessary to defend such action if the denial is challenged in a court of law.

Form of Agreement

The contents of this RFP, RFP Addenda, and the proposal document of the successful Vendor shall become contractual obligations as part of the Contract if acquisition action ensues and will be set forth in the Purchase Order. Failure of successful Vendor to accept these obligations in a contractual agreement shall result in cancellation of award. The University reserves the right to negotiate provisions in addition to those stipulated in this RFP or proposed by Vendor for the purpose of obtaining the best possible offer.

Performance Standard

All work performed shall be first class in every respect and shall conform to the highest standards of the industry.

Marketing References

The successful bidder shall be prohibited from making any reference to University, in any literature, promotional material, brochures, or sales presentations without the express written consent of the University.

Proprietary Information

Any restrictions on the use of data contained in a proposal must be clearly stated in the proposal itself. Proprietary information submitted in response to the Request For Proposal will be handled in accordance with applicable University of California procurement regulations the Public Records Act. Data contained in the proposal, all documentation provided therein, and innovations developed as a result of these contractual services cannot be copyrighted or patented by vendors. All data, documentation, and innovations become the property of the University.

Insurance Requirements

The successful bidder shall defend, indemnify, and hold the University, its officers, employees, and agents harmless from and against any and all liability, loss, expense (including reasonable attorneys' fees), or claims for injury or damages that are caused by or result from the negligent or intentional acts or omissions of Seller, its officers, agents, or employees.

Seller, at its sole cost and expense, shall insure its activities in connection with the work under this order and obtain, keep in force, and maintain insurance as follows:

A. Comprehensive or Commercial Form General Liability Insurance (contractual liability included) with limits as follows:

Each Occurrence $1,000,000.00 Products/Completed Operations Aggregate $2,000,000.00 Personal and Advertising Injury $1,000,000.00 General Aggregate (Not applicable to the Comprehensive Form) $2,000,000.00

If the above insurance is written on a claims-made form, it shall continue for three years following termination of this Agreement. The insurance shall have a retroactive date of placement prior to or coinciding with the effective date of this Agreement.

B. Business Automobile Liability Insurance for owned, scheduled, non-owned, or hired automobiles with a combined single limit not less than $1,000,000.00 dollars per occurrence.

(REQUIRED ONLY IF SELLER DRIVES ON UNIVERSITY PREMISES IN THE COURSE OF PERFORMING WORK FOR UNIVERSITY.)

C. Workers' Compensation as required by California State law.

It is understood that the coverage and limits referred to under a., b., and c. above shall not in any way limit the liability of Seller. Seller shall furnish the University with certificates of insurance evidencing compliance with all requirements prior to commencing work under 17 RFP # MMEF0-2009-024P Customer Reltionship Management Tool

a contract resulting from this RFP. Such certificates shall:

(1) Provide for thirty (30)-days advance written notice to the University of any modification, change, or cancellation of any of the above insurance coverage.

(2) Indicate that The Regents of the University of California has been endorsed as an additional insured for the coverage referred to under a. and b. This provision shall only apply in proportion to and to the extent of the negligent acts or omissions of Seller, its officers, agents, or employees.

(3) Include a provision that the coverage will be primary and will not participate with nor be excess over any valid and collectible insurance or program of self-insurance carried or maintained by the University.

Contract Period and Renewal Options

It is anticipated that the initial term of any agreement resulting from this RFP will be for a period of three (3) years. UC may, at its option, extend or renew the agreement for additional two (2) one-year periods under the same terms and conditions.

Method of Award

The contract resulting from this RFP, if any, shall be awarded to the responsive, responsible vendor whose proposal is determined to be the most advantageous to the University taking into consideration the evaluation factors set forth in the solicitation. Proposals will be evaluated by a University appointed team using a quality point system and a two-step evaluation method. Proposals deemed administratively responsive, will be initially evaluated based on vendor qualification information provided in response to Section 4 of this RFP. Bidders that meet the University’s minimum qualification level will be further evaluated based on the criteria listed below.

Award shall be made based on the lowest cost per quality point as determined by the University. The evaluators will examine each proposal to determine, through the application of uniform criteria, the effectiveness of the proposal in meeting the University’s requirements. Proposals receiving less than 60% of the total quality points available will be considered non-responsive and eliminated from further consideration.

Submission of partial data may result in Bidder being deemed non-responsive. If there are any requirements defined in this RFP which are not included in a Bidder's bid at closing date of bid, a Bidder's bid will be deemed non-responsive and will be rejected. .

Evaluation Criteria

Quality points will be awarded to each proposal based on the following:

. Response to University’s business requirements as specified . Quality of personnel assigned to the contract as evidenced by resumes and references. . Vendor’s presentation of resources and service capability. . Vendor's contract management approach. . Overall proposal (completeness, responsiveness) 18 RFP # MMEF0-2009-024P Customer Reltionship Management Tool

Selection of Finalists

Bidders whose proposals are evaluated will be ranked in order of lowest cost per quality point to highest cost per quality point. In the event that the University determines that the scores are close enough to warrant further evaluation, UC may elect to declare two or more Bidders with the lowest cost per quality point rankings as Finalists, and conduct a second stage of evaluations.

If it is determined to be in the best interests of the University, the Bidders identified as Finalists may be invited to undergo further evaluation. If the Finalists express an interest in continuing to participate in the evaluation process, the University may elect to request presentations. Finalists may be asked to provide additional information, including additional references.

Finalists shall be awarded additional points based on the quality of their presentations/site-visits, etc. and how well their plan, as presented, will meet the University’s needs. These points will be factored into the existing cost-per-quality point score to produce the new lowest cost-per-quality point score.

Contract Award

The quality points awarded by each evaluator will be averaged for each category. These averages will then be added together to produce a quality points total. The total quoted cost will then be divided by the total quality points to determine the best proposals. One of the proposals offering the lowest cost per quality point scores which the University, in its sole discretion, elects to exercise will be recommended for award. Should the bidder refuse or fail to accept the tendered purchase contract, the award may be made to one of the other bidders in the group with the lowest cost per quality point scores.

Contract Award in Best Interest . The University reserves the right to accept or reject proposals on each item separately or as a whole, to reject any or all proposals without penalty, to waive any informalities or irregularities therein, and to contract as the best interest of the University may require in order to obtain the system which best meets the needs of the University, as expressed in this RFP. The University reserves the right to negotiate the modification of, terms and conditions with the bidder offering the best value to the University, in conjunction with the award criteria contained herein, prior to the execution of a contract to ensure a satisfactory contract

The University understands this RFP is for a tool which may include maintenance and professional services, particularly during the implementation phase. UC plans on entering into one contract so, for example, even if the tool provider plans on bringing in an implementation partner, there should still be a single response to the bid.

Bid Sheet

Project Cost

Provide quote for Total Project Cost

Total: $ ______This price should include all software, hosting, support and maintenance for year one

Total: $ ______This price should include all software, hosting, support and maintenance for year two

Total: $ ______This price should include all software, hosting, support and maintenance for year three

Total: $ ______This price should include all software, hosting, support and maintenance for year four

Total: $ ______This price should include all software, hosting, support and maintenance for year five

Total: $ ______This price should include all software, hosting, support and maintenance for ALL 5 years

Cost for Additional Services

Provide your rate(s) for additional services outside the scope of those described in this RFP.

Proposer Inquiry Form

RFP No. MMEF0-2009-024P

Bidders should use this form to submit questions regarding the RFP. University will provide a complete list of questions received along with the University’s responses to all bidders who participate. Questions will be listed without reference to the source.

Name of Company: Company Representative:

Question(s)

Note: Reproduce this form as necessary. email this form to: Evan Fixler, Senior Buyer, C.P.M., A.P.P. email [email protected]

Proposer Certification/Signature Page

AUTHORIZED SIGNATURE: This RFP must be signed with the full name and address of the Proposer; if a co-partnership, by a member of the firm with the name and address of each member; if a corporation, by an authorized officer thereof in the corporate name.

The below-named individual, submitting and signing this proposal, verifies that he/she is a duly authorized officer of the company, and that his/her signature attests that all items and conditions contained in this Request for Proposal, MMEF0-2009-024P for a Customer Relationship Tool for University of California are understood and accepted.

______DATE AUTHORIZED SIGNATURE

______COMPANY NAME

______ADDRESS

______CITY/STATE/ZIP CODE

______PRINT NAME OF AUTHORIZED SIGNATURE

______TELEPHONE NO. WITH AREA CODE

As a supplier of goods and services to the University of California I/we certify that racially segregated facilities will not be maintained nor provided for employees at any establishment under my/our control, and that I/we adhere to the principals set forth in Executive Order 11246 and 11375, and undertake specifically to maintain employment policies and practices that affirmatively promote equality of opportunity for minority group persons and women, to take affirmative steps to hire and promote women , to take affirmative steps to hire and promote women and minority group persons at all job levels and in all aspects of employment, to communicate this policy in both English and Spanish to all persons concerned within the company, with outside recruiting services and the minority community at large to provide the University on request a breakdown of our total labor force by ethnic group, sex, and job category, and to discuss with the University our policies and practices relating to our affirmative action program.

Attachments

. Business Information Form . The University of California Terms and Conditions (Appendix A) . The University of California Terms and Conditions for Data Security (Appendix DS)