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DOC Customer Relationship Management (CRM) system

Solicitation Number: DOC-RFI-2013-CRM0001
Agency: Department of Commerce
Office: National Institute of Standards and Technology (NIST)
Location: Acquisition Management Division
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Sources Sought
Added: May 15, 2013 11:31 am
This notice is for market research and planning purpose only and does not obligate the Government to any contractual agreement. This is not a request for proposal. The Government does not intend to award a contract on the basis of responses, nor otherwise pay for the preparation of any information submitted, nor will respondents be notified of the review of the information received. The information obtained from this Request for Information (RFI) will be utilized as market research for consideration in development of the Acquisition Strategy and Acquisition Plan for this requirement. The Government will not reimburse interested sources for any costs incurred in preparation of a response to this notice. Information provided herein is subject to change and in no way binds the Government to solicit for or award a contract. If a solicitation is released it will be synopsized in Fed Biz Opps ( It is the potential offeror's responsibility to monitor this site for the release of any synopsis or solicitation.

The Department of Commerce (DOC) is conducting market research in order to determine the capabilities of software vendors to help meet requirements of a Cloud-based, Department-wide Customer Relationship Management (CRM) system. For the purposes of this RFI, the government defines software vendors as the proprietary owners of the software or their designate.
The Department seeks to develop an ongoing, performance driven CRM with agency-wide involvement. The CRM will provide information tracking, a unified view of that information, opportunity identification and generation, and mission support features which allow all Department agencies to sustain lasting relationships at critical touch points as well as give DOC staff the ability to understand, anticipate, manage and personalize interactions with current and potential customers and staff.

The DOC and its supporting agencies (total of 12) currently utilize many existing CRM systems which support a total user base of approximately 6,000 users. The systems are based on a mixture of Consumer-Off-the-Shelf (COTS) products, SaaS offerings, and homegrown, custom applications. Due to a variety of factors such as organization mission, funding, and system capabilities, the feature set and user adoption of the systems vary greatly. Some organizations are using the system primarily for basic contact tracking, while others are performing detailed client, case, and marketing management. Some organizations are functioning as citizen service centers, leveraging CRM call center and web feedback features.
In addition to agencies using a variety of CRM platforms and feature sets, the fundamental requirements for CRM vary from bureau to bureau, and even within bureaus themselves. A sampling of requirements includes:
• Tracking of business information
• Case management
• Online inquiry tracking
• Constituent and Capitol Hill communication activity tracking
• Marketing and outreach campaign management
• Partner and educational contact tracking
• Online knowledge base.
Specific Government objectives have emerged that have unique requirements and challenges that have elevated the DOC's CRM software requirements, i.e. the Open Government Directive and Cloud First Policy issued by the Office of Management and Budget (OMB). These objectives include:
• Meet the Cloud First Policy established by the OMB
• Adhere to all statutory compliance measures (audit trails, rules-based policy enforcement, etc.)
• Offer configurable redesign of work flow processes for simplified adaptation to changing business requirements and regulations
• Integrate previously disparate departments and isolated information systems
• Centralized shared services
• Realize Cost Savings
• Meet mandated security compliance, including FIPS 199 and NIST C & A (National Institute of Science and Technology, Certification and Accreditation)
• Improve Customer Service and Marketing Outreach
• Enhance Performance Management and Analytics
• Enable Cradle to Grave Performance Tracking
• Facilitate Data Exchange.

The Department is seeking a CRM with the ability to address a number of operational challenges as well as take advantage of emerging technologies. The CRM system must ensure absolute ease of use, intuitive navigation and on-demand help and reference materials. Other challenges include:
•Inconsistent formats for email, data collection and distribution throughout the DOC
•Lack of automated version controls and support historical view of core business processes
•Lack of formal change controls to coordinate highly customized workflows and business processes
•The inability to effectively and centrally track, document, and/or retrieve records of communications and activities with customers on a department-wide basis.
•Multiple, "stovepipe" systems that require DOC staff to access and manually organize relevant information from several different systems when interacting with customers.
•Lack of automated systems which require manual and time-consuming processes to track and organize customer communications records.

The government's suggested approach is to obtain information from vendors via a standardized vendor product demonstration process as described in Attachment A - CRM Vendor Demonstration Procedure, Attachment B - CRM Vendor Written Response Procedure, and Attachment C - CRM Uses Case Examples.

Interested CRM software vendors should provide, prior to their vendor project demonstration, the following information with their submission: 1) company name and address; 2) DUNs Number; 3) point of contact's name, phone number, and email address; and 4) business size and status if applicable (e.g. 8(a) Program, HUB Zone, Service Disabled Veteran-Owned, Women-Owned, etc.).
Any vendor's propri
etary information, performance capabilities and/or future modification plans should be clearly identified and marked. Respondents are solely responsible for any and all expenses incurred pursuant to responding to this RFI. Responses to the RFI will not be returned. Responses to the RFI may be used to develop government documentation. Unsolicited proposals in response to this RFI will not be considered.

Interested CRM software vendors with the capability of providing the items listed above are invited to provide an on-site demonstration of their core CRM functional capabilities to address the high-level requirements outlined in Section 3 above and the CRM functions outlined in Attachment A. Software vendors are asked to include information about their subscription fee models. This information will assist the Government in becoming familiar with core CRM functionality and technical capabilities currently available in the marketplace as well as industry best practices. name, phone number, and email address; and 4) business size and status if applicable (e.g. 8(a) Program, HUB Zone, Service Disabled Veteran-Owned, Women-Owned, etc.).

Please see RFI Attachment for submission details and additional Information.

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Request for Information

Other (Draft RFPs/RFIs, Responses to Questions, etc..)
Request for Information
Posted Date:
May 15, 2013
Description: Request for Information CRM

Response to Questions

Other (Draft RFPs/RFIs, Responses to Questions, etc..)
Response to Questions
Posted Date:
June 3, 2013
Description: Response to Vendor Questions
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