SOURCES SOUGHT
70 -- CRM Request for Information
- Notice Date
- 11/10/2010
- Notice Type
- Sources Sought
- NAICS
- 511210
— Software Publishers
- Contracting Office
- N00189 FISC NORFOLK, PHILADELPHIA OFFICE 700 Robbins Avenue, Building 2B Philadelphia, PA
- ZIP Code
- 00000
- Solicitation Number
- N0018911I0001
- Response Due
- 12/3/2010
- Archive Date
- 12/18/2010
- Point of Contact
- Mr. Greg Moody
- E-Mail Address
-
874-2128<br
- Small Business Set-Aside
- N/A
- Description
- REQUEST FOR INFORMATION This is a Request for Information (RFI) for the Navy Personnel Command, Customer Relations Management DEPT (NAVPERSCOM), Millington, TN. This RFI does not constitute an Invitation for Bid, a Request for Proposal, or commitment of any kind by the U.S. Navy. There will be no reimbursement or compensation provided for responding to this RFI. NAVPERSCOM requires a CRM tool set to embed communications and knowledge transfer into daily operations, helping people become more effective, and informed, facilitate self-service while improving customer satisfaction. NAVPERSCOM is seeking to partner with a global leader in contact center solutions in order to launch our contact center into a strategic asset for growth. Specific goals of the selected tool set will provide advanced Internet Protocol (IP) enabled business communications applications that allow Customer Service Agents to interact with and share information with our customer base, work near real-time case management scenarios ”anytime, anywhere, from any device. The application will connect Navy Personnel lines of business to our customers; connect customer service personnel to internal customer databases; access expert resources within our enterprise; and provide status on process outcomes in other enterprise business lines. The System shall be: fully IP-based, supporting an architecture that can enable consolidation and expansion of our contact center; highly available, scalable, and secure; and built on open standards to integrate with other business applications. NPC has a requirement for a feature rich CRM solution providing access to information - anytime, anywhere. An objective evaluation of CRM solutions focused on improving service to Sailors, family and friends allows Leadership the opportunity to make an evidence-based decision to expand CRM as an organization-wide business strategy designed to reduce transaction cost, increase customer satisfaction, contact center efficiency, and customer loyalty. Fundamental to the strategy is a customer centric philosophy that must permeate the entire organization. An organizational strategy used to learn more about customer ™s needs and behaviors in order to develop stronger relationships. The multi-channel contact center currently provides a single entry point to the organizations myriad of services while capturing customer behavior and managing knowledge content for future use. CRM TYPE We are: Collaborative CRM - Coordinate multi-channel services and support given to customers by providing the infrastructure for responsive and effective support to customer ™s issues, questions and complaints. We are not: Operational CRM which provides support to front office, business processes including sales, marketing and service. Analytical CRM which analyzes customer data for various purposes such as design and execution of targeted marketing campaigns to optimize marketing effectiveness, design and execution of specific customer campaign, analysis of customer behavior to aid product and service decision making, management decision, prediction of probability of customer defection. Functional requirements: NPC ™s CRM Program has a requirement to provide Tier 0 (self-service), Tier I (Agent assisted), Tier II (Subject Matter Expert), Tier III (transactional) customer services through web content, knowledge management components including business intelligence and service request case management in a fully Computer Telephony Integrated (CTI) contact center. The functional capability is required to capture real-time data to support each service tier. -Highly customizable CRM application/platform. -Familiar Microsoft Outlook-like user interface. -Robust reporting engine for sharing between users in a variety of formats, including Excel, HTML, PDF, XML and CSV. Technical (IT) Environment: NAVPERSCOM Millington Data Center (MDC) where the current CRM solution is hosted employs blade center technology for its application platform. The Current CRM system is deployed in a 3 tiered architecture developed using Oracle e-Business Suite, Linux server, Oracle 10g. Current CRM interfaces include www. NPC.Navy.Mil website (using Microsoft Content Manager 2002, migrating to SharePoint 2007), Navy Standard Integrated Personnel System (NSIPS), Navy Personnel Data Base (NPDB), and Avaya ™s Call Management System (CMS R15). Constraints with integrating the current and future CRM system are as follows: 1.Phone system integration. NPC is a tenant command and does not own or operate the base phone system. 2.NPC email service is provided by the NMCI network. NPC does not currently have mail relay server in its network data center. 3.Contact Center interaction reporting is not integrated within the CRM solution. Data Center architecture consists of a variety of operating systems, such as Windows 2003 data center edition, Linux 5.4, and AIX 9. Applications servers use either IIS or IHS service and are presented as virtual servers using VMWare 4.1 ESX plus software. Data back ends that are supported by the data center include SQL 2005 and 2008, DB2 9.7, and Oracle 10G. Current Data Center is migrating to a DOD DMZ construct under the NMCI global information grid and any future system must operate within this construct. Desired outcome/benefit: Fully functional CRM tool which will enable the NPC CSC and its customers intelligent communications solutions and a means to quality customer service at the lowest possible cost through a robust knowledge base, inbound/outbound tele-service, e-mail, voice-mail, fax, and service request documentation and tracking system that are secure and in real-time. Capturing the desires and needs of customers will enable NPC to interact, share information, and work with its customers in real-time to identify topics of interest, policy changes, and contribute to the organizations staffing/resource management plans for evidence based decisions. Specific benefits: -Increase customer satisfaction. -Increase self-service (pull vs. push system). -CSC Agents more effective and efficient service providers. -Develop intelligent processes. -Provide accurate and timely data. -Establish a centralized point to collect, organize, and store the organizations tacit and explicit knowledge in an electronic-repository. -Decrease turn-around-time to resolve customer issues. -Improve compliance with Service Level Agreements (SLAs)and contracts. -Develop next generation CRM & social networking capability. Vendors interested in providing their product/solution should submit their information package via email to Mr. Greg Moody, Navy Personnel Command, (901) 874-2128, at gregory.moody@navy.mil. Include in the email Subject line: RFI for Navy Personnel Command The information package shall not be more than thirty (30) pages total and shall be submitted by close of business on 3 December 2010. Information packets submitted to the Navy will not be returned. Vendors who have submitted a technically acceptable package will be invited to make a 50 minute presentation to an audience of Sr. Managers in the field of Manpower and Personnel/Human Resource Management at the Naval Personnel Command, Millington, TN, on 16 December 2010. Vendors information packages should address their product ™s ability to support the functions and features listed below: -Computer/Telephone Integration -E-mail Management -Business Intelligence -Knowledge Management -Service Request Case Management -Document Management/Central Document Sharing Repository -Custom Reporting, Analytics and Forecasting -Groupware/Collaboration Support -Workflow Process Automation -Voice Interface -Microsoft Office Integration -Self-Service -Web Integration -Customizable (80/20) Platform -Customizable Dashboards -Queue Management -Scripting for Guided Service -Mobile and Offline Capabilities
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