Gift of Hope Organ and Tissue Donor Network · 2019. 12. 3. · Customer Relationship Management Software Replacement . Gift of Hope. Request for Proposal . Gift of Hope Organ and

Gift of Hope Organ and Tissue Donor Network

Customer Relationship Management (CRM) Software Replacement

Request for Proposal

Customer Relationship Management Software Replacement Gift of Hope Request for Proposal

Gift of Hope Organ and Tissue Donor Network 2

Contents

Contents .........................................................................................................................2 1. Introduction ...............................................................................................................3 2. Business Background ................................................................................................5 3. Current Systems.........................................................................................................5 4. System Scope .............................................................................................................8 5. Statement Of Business Requirements ........................................................................9 6. Vendor Requirements ..............................................................................................19 7. Implementation Requirements .................................................................................21 8. Selection Process.....................................................................................................22 9. Proposal Response Format .....................................................................................25



1. Introduction

1.1. Purpose of the Document

This Request for Proposal (RFP) is in response to Gift of Hope’s needs and contains specific requirements to be met by the vendor’s proposed solution. The objective of this project is to select and implement a new CRM to address Gift of Hope’s current and future customer management, communication, volunteer, and financial donor management needs.

This system will provide Gift of Hope personnel with the necessary information to support the daily operations and management of the business and meet their information requirements for the future.

Time-scales for vendor selection are very aggressive, with the objective of completion of implementation in the Itasca by June 30, 2020.

The solution should be capable of supporting the business processes of Gift of Hope through the vendor’s software or the use of additional third-party integrated solutions.

Vendors have to respond to the price component of this RFP to the following:

• Software Acquisition and Installation

• Server Hardware Acquisition and Installation

• Implementation Services

The vendors are required to review this document and submit their response as per the schedule included in this document.

1.2. Confidentiality

This RFP, plus any other documents released, information provided, discussions, etc., as part of the selection process, are strictly confidential and should not be divulged to anyone who is not directly involved in preparation of the response. Additionally, all information within this proposal or gained during the RFP or other processes will remain confidential by the vendor. No information or publicity will be allowed to any third party unless specific written authorization is obtained from Gift of Hope.

It is a condition of this RFP that the information provided herein is for the purpose of allowing vendors to submit proposals to Gift of Hope. It may not be used in any other context nor revealed to any other party not directly involved in the submission of a proposal in accordance with the terms of the specification.

1.3. Terms and Conditions of the Proposal

1.3.1. RFP Responses

The closing date for receipt of proposals is: 12/31/2019 1600

Response to the RFP shall be delivered to: Ann Venezia - [email protected]



The proposal should be clearly labeled:

“Proposal to Gift of Hope for the Supply and Implementation of a New CRM”

Gift of Hope management reserves the right to accept or decline late proposals at its absolute discretion.

The proposal should include the name of the person to whom Gift of Hope may address any questions relating to the proposal.

Respondents should provide four complete copies of the proposal. Only two copies of any accompanying documentation are required. One electronic version of the proposal in Microsoft Word (Version 98) is required, plus one electronic version of the Microsoft Excel (Version 98) cost worksheet.

Ann Venezia should be contacted for supplementary information relating to this RFP via the above contact details. All requests should be written. E-mail is acceptable.

Gift of Hope reserves the right to distribute any questions with Gift of Hope’s reply to any vendor if it deems appropriate.

1.3.2. Preparation of Responses

The preparation and submission of the proposal shall be made without obligation to acquire any items included in the proposal, or to discuss the reason why the proposal is accepted or rejected. Gift of Hope will notify acceptance or rejection in writing to the vendor.

The requirements specified in this RFP reflect those presently known. Gift of Hope reserves the right to vary, in detail, the final requirements.

Gift of Hope will not be responsible for or pay any expense incurred in the preparation of any proposal or in Gift of Hope’s evaluation of it.

Gift of Hope may require that all or part of the successful proposal be included in the contracts.

All prices shall be consistently in US dollars and all unit prices, charges and totals should be exclusive of tax, as Gift of Hope is tax-exempt.

Respondents should provide a clause by clause response to the RFP as specified.

General information, which is not specifically requested, should be attached separately and clearly labeled "Supporting Material".

1.3.3. Contract

This document does not constitute an offer to sell, or a solicitation of an offer to purchase.

Gift of Hope reserves the right to accept all or part of the proposal.



Gift of Hope requires that contracts covering the provision of services and equipment requested in this RFP be negotiated to the satisfaction of Gift of Hope.

All vendors are required to acknowledge that they agree to the conditions set out in this section.

2. Business Background

2.1. Gift of Hope

2.1.1. Gift of Hope Organ & Tissue Donor Network is proud to serve as the federally designated not-for-profit organ procurement organization (OPO) that coordinates organ and tissue donation and services to families of donors in the northern three-quarters of Illinois and northwest Indiana. Since our inception in 1986, we have coordinated donations that have saved the lives of more than 23,000 organ transplant recipients, and improved the lives of hundreds of thousands of tissue transplant recipients. As one of 58 organ procurement organizations that make up the nation’s organ donation system, we work with 183 hospitals in our donation service area.

3. Current Systems

Currently, Gift of Hope is leveraging several CRM and database platform to manage:

• Organ and Tissue donor family interactions

• Financial donors for the:

o Gift of Hope Foundation

o Illinois Transplant Fund

• Volunteer management

o Training

o Events

o Speaker log

o Paperwork and compliance

• Communications management

Salesforce – This is the platform that is currently being used to manage our volunteers. This was made available from the Salesforce Power of Us program. This was moved over from Volgistics two years ago. This is a SaaS solution.



The volunteer application in Salesforce covers the following:

• Named volunteers

• Volunteer management

Blackbaud – This platform is being used for fundraising purposes for the Illinois Transplant Fund and is currently slated for the fundraising arm of the Gift of Hope Foundation. This is a SaaS solution.

The Blackbaud platform cover the following:

• Payment processing

• Auctions

• Financial Donor Research

VolunteerHub – This platform is currently slated to replace Salesforce. However, due to capability issue this was put on hold for this RFP. This is a SaaS solution.

OnContact – This platform is currently housing our Donor Family records for interactions prior to 2015. This was an on-premises solution what has migrated to SaaS.

OnContact currently is covering the following:

• Donor family interactions

Constant Contact – This platform is being used for mass mailing and outreach campaigns. This is a SaaS solution.

Constant Contact is covering the following:

• Mass communications to employees

• External campaigns

CornerStone – This platform is being used Learning Management.

CornerStone is covering the following:

• Employee learning

• Limited amounts of external learning



3.1. System Interfaces

The objective of this CRM Software Replacement is to select an appropriate application package to replace and consolidate the aforementioned systems in to one platform.

The system needs to be intertwined while allowing for granular security. For example, donor family also be a financial donor and a volunteer. Gift of Hope needs to be able track a person throughout the system while providing granular visibility depending on who is viewing the record(s).

With the financial aspects a tie into Great Plains is necessary for the tracking and recording of financials.

Users will need the capability of interfacing with the platform from:

• Outlook fat-client

• Outlook via O365 web-client

• Mobile platform

o iOS

o Android

3.2. Hardware Environment

Describe your current hardware environment, including servers, networks, platforms, etc. Note our sample wording for ideas.

The current hardware environment is comprised of approx. 300 PCs, primarily Windows based servers, largely virtualized via Hyper-V. The LAN is based on Cisco infrastructure with a 40GB back-bone for core traffic. Our primary site has 4 internet connections. Each satellite location has two for redundancy. Routing is primarily EIGRP.

The standard PC configuration used by Gift of Hope is a 8-16GB MB RAM with an Intel i5 or i7. The existing PCs are various models of Lenovos. We are currently finishing up an architecture change that will replace all desktops with mobile computing.

3.3. Office Automation

The standard office automation product of Gift of Hope is Microsoft Office. Therefore, the new information system needs to interface with the Microsoft Office suite.

Gift of Hope uses Microsoft Outlook via O365 for messaging.

3.4. Transaction Volumes

Gift of Hope:



Number of Annual Donors (Organ and Tissue) 3450 Average No. NOK per donor 5

4. System Scope

The system functionalities that Gift of Hope is looking for is categorized into the following:

A. Individuals and Organizations

B. Non-Fundraising Communications

C. Videos

D. Fundraising

E. Volunteering

F. Security/Financial/Back End



5. Statement Of Business Requirements

5.1. CRM Requirements

Note:

SD – Standard Requirement is standard to application software no modification needed.

MC – Moderate Change Application software will satisfy this requirement with moderate modification (to be accomplished within two days)

SC – Significant Change Significant customization (beyond two days) is needed to satisfy the requirement.

3P – Third Party App or Connection

A third-party application is necessary to accomplish this task.

No. Requirement Description SD MC SC 3P Comments

Individuals / Organizations

1. Set up, link, sort, and categorize (with multiple links and multiple categories) individuals and organizations.

2. Place to collect easily customizable demographic information

3. Set up contact preferences that users can adjust, also set “inactive” and “do not contact” settings

4. For donor families and recipients, link donor/recipient information (e.g. donor DOB, DOD, date of transplant, donor hospital, transplant center, organs recovered, tissue recovered, etc). This information also needs to be easily searchable




5. Ability to pull/import NOK and recipient information from iTransplant records and compare if information has already been entered (e.g. if person is already a volunteer, if someone else manually entered information, etc)

6. Need to be able to track any financial donation activity by companies and set appropriate contacts for thank you letters/tax forms/follow up

7. For donor families, being able to track information such as NOK initially refused donation

Non-Fundraising Communications

8. Ability to create customized letters/communications and have them automatically trigger at multiple points (e.g. a check-in 4-5 days after donation, official follow-up letter, 1 year anniversary letter, etc)

9. Ability to send and track communications to/from individual (e.g. letters, emails, texts, etc that were sent)

10. Ability to invite hospital professionals that we have established relationships with to events at their hospital or clinical events at/sponsored by GOH

11. Ability to easily pull/create mailing lists for important events (e.g. Summits, CCAG, Hope & Faith, Forensics, NDLM, conferences etc.)




12. Ability to see how we have communicated with an individual in the past as well as “by donor”

13. Ability to send reports to tagged contacts (e.g. connections newsletter, hospital reports, etc)

14. Ability for HD to push notifications to set hospital contacts

Videos

15. Training -

Being able to upload training videos and set up a “series” (e.g. these 4 videos are for people training to be speakers)

Being able to track if a person has completed a training video/series

Provide a “completion certificate” to the trainee and send a notification to designated person to let them know person has completed training. Trainee should also get a notice that someone will touch base with them about their completed training

People should be able to revisit training later (for refreshers)

Give trainees ability to provide feedback on the training sessions

16. Education/training for people on the waiting list, donor families, or recipients who want to learn how to leverage their networks to raise funds for the organizations




17. Education – what the different organizations do, how you can help, etc

Fundraising

18. Ability to do silent auction bidding, “thermometer” displays

19. Constituents

• Tracking gifts (how much, how often, etc)

• Tracking lapsed donors

• Wealth rating/tracking/estimating system

• Link constituents with board members that they have a relationship with – letters to this potential donor would be “signed” by that board member

• Assigning people to “work” previous donors directly

20. Gifts 21. • Tracking how they came in (check,

online, text, etc)

22. • Tracking which campaign they came in as part of

23. Automatic generation of ‘thank you’ notes after a donation*

24. Automatic generation of tax letters at the end of the year for full year’s amount of donation*

25. Monthly donations (recurring donations) should happen automatically with an exception report if needed



No. Requirement Description SD MC SC 3P Comments 26. Have/manage multiple campaigns at any given

time

27. Events

• Allow people to sign up and pay for attending events

• Allow people to purchase different levels of sponsorships for events

• Allow people to purchase full tables without knowing the names of all attendees (current system Eventbrite requires them to enter all attendees’ name/email/phone)

• Printable “tickets” for attendees, easy attendee list for staff

28. Social Media

• Easy way to create outward facing fundraising and/or event pages

• Easily shareable content across different social media platforms

29. Ability to receive text donations (donate via text – currently done via snowball)

30. As much tracking as possible about who comes to the website, what is attracting visitors, how many visitors turn into donors, etc.

31. Ability to do employer matching gifts 32. Ability to track endowments



No. Requirement Description SD MC SC 3P Comments 33. Foundations/grant programs – being able to

track timelines/deadlines, requirements, etc.

34. Suggestion/provide other ways we can raise money – e.g. at stores when you can round up to the nearest dollar or add a dollar or two to your total

35. Some kind of marketing matchup 36. Ways to communicate with people about how

money is being used, these are next steps we want to take with your support, etc.

Volunteering

37. Ability to have different “groups” of volunteers with some overlap (e.g. GOH volunteers vs ITF volunteers, GOH employees, speakers, donor families, etc) and be able to email/contact groups separately

38. Track demographic information about volunteers – allow them to add and change information about themselves

39. Ability for volunteers to select the ways that they’d like to volunteer (e.g. paperwork/filing, assembling memory boxes, working a booth, speaking, fundraising, attending special events, etc)

40. Events

• Easily create and advertise events

• Allow volunteers to register themselves and loved ones for events




• Ability to limit number of registrations as well as types of registration (e.g. this event is for donor families only, that event is for Gift of Hope staff only, etc), including preventing people who have not completed their training from signing up for an event that requires them to be trained

• Ability for volunteers to see potential events in a location radius (e.g. within 10 miles of me)

• “Recommendations” – “This event is recommended for first time volunteers!”

• Ability for chapter leaders to create and manage their own events in the site

• Notifications go to volunteers who sign up for an event (thanks for signing up for x event!) with ability to add to calendar

• ‘Thank you’ automatically sent after event

• Checklists for people who run events letting them know when and how certain steps should be performed

41. Confidentiality paperwork automatically sent out and tracked, other attachments able to be linked to records




42. Background check built in/affiliated

43. Speakers

• Place for a “speaker profile” – information about the person’s speaking, general message, ideal audience, skill level, etc.

• Searchable content – if someone if looking for a speaker of a particular demographic, message, etc, being able to easily narrow down the list and see the speaker profile

• Place for GOH staff to document observations about a speaker’s performance (e.g. if their message has changed, if they need some additional training, if they have improved, etc)

• Track where speaker has spoken before

• Calculate drive time for potential speakers

44. Check in/check out ability in order to track hours

45. Ability to track how frequently someone who registers shows up/checks in and how often they are a “no show”

46. If volunteer is in the system for other reasons (donor family, recipient, financial donor, etc), this should all be linked together as one record




47. Ability to request marketing materials through the site

48. Slicing/dicing reports on who volunteered in a given year

49. See where volunteers are physically located in order to determine good locations for chapters

50. Save/track pictures that are posted on social media of GOH events/events with GOH volunteers

51. Groupings by particular organizations (e.g. sororities) so reports can be run for their contact

52. A way for GOH staff to request a volunteer to help with stuff in the office (e.g. a manager to request a volunteer to help with filing)

53. Track events we have been to in the past with ratings to determine if it’s worthwhile continuing to attend/have a booth

Security/Financial/Back End

54. Individuals should be able to edit/update certain information about themselves (e.g. name, address, contact preferences, demographic information, etc) but some information should be unavailable for them to access/view/change

55. Workflow ability 56. Ability to automate significant tasks




57. Financial information should have restricted access – will need to have several levels of security or customizable security settings like in iTransplant

58. Need to have separate accounting for ITF, GOH, and GOH Foundation

59. MFA for signin 60. Ties in to Outlook 61. App/mobile functionality



6. Vendor Requirements

6.1. Supplier Profile

All vendors must give a comprehensive profile of their organization in the following format and order.

6.1.1. Organization

‘Organization’ concerns the structure and size of the company both in terms of its head office and other worldwide regional locations.

• Please provide information as to whether the organization is the package manufacturer, reseller or value-added resellers (VARs). If the latter two, please also provide details of the company.

• Please provide information of any alliance or affiliation that with which the organization partners (e.g., tool or equipment supplier, standard groups, industry groups).

• Please provide information of the organization statistics (e.g., geographic distribution, market share, reputation, company highlights, etc.).

6.1.2. Product

‘Product’ concerns some basic information on the products of the company:

• All products being marketed

• How long the products have been in the market

• Compatibility of different products marketed

• Platform the products are running

• Connectivity strategy for product proposed

6.1.3. Location

‘Location’ concerns the location and size of operations at the head office and any regional offices.

• Whether the offices are wholly owned subsidiaries of the main head office or if it is a third-party managed operation (VARs).

• Also indicate the office from where an implementation would be managed.

6.1.4. Experience

‘Experience’ concerns the relative experience vendor has in terms of an implementation of this size related to the business activity and distance from the most local regional office. Please provide information as to the experience of your consultants and retention rate of your key support people in the last two years.



6.1.5. Reference Sites:

‘Reference sites’ concerns the location and relative suitability of a site where the package is already implemented and is currently operational. Please provide:

• Client company name

• Client contact person

• Client address (street, city, country, post code), email address, telephone and fax number

• Client number of employees

• Client industry

• The package or module that was delivered

• The date of the delivery

For reference locations whose software applications most closely match Gift of Hope requirements, please outline the business activities carried out at these sites and their use of your package. Please indicate the period of time each site has been in operation with the designated package and the degree of customization that was required.

6.1.6. Other Information

Please also provide us with any other information which you see as relevant, specifically any known weakness that the product has in terms of functionality or implementation/training requirements.

6.2. Maintenance and Support

Vendors are required to provide the following information related to the support and maintenance of the proposed solution.

• Options available for support, names and addresses of Agents (if any) in the region.

• Software maintenance charges and the spectrum of activities covered under such maintenance contracts (new release, bug fixes, etc.).

• Software support availability (Help Desk, hotline, etc.) and duration for which they are available.

• Response time to support inquiries from Gift of Hope.

• Standard hours during which support will be provided and out of hours support options and costs.

• Uptime guarantees.

• Number of staff in the software support team.

• Frequency at which new versions of the software are released.

• Release date for the first version of the software.



• Release date for the current version of software.

• Release date for the next version.

• Product development plan for the proposed software solution and annual R&D.

• Implications of modifications on upgrade, maintaining modification and potential costs.

7. Implementation Requirements

It is planned that a vendor will be selected by 1.15.2020 and contract negotiation completed 1.31.2020. It is Gift of Hope’s intention to commence operational use of the proposed system no later than 6.30.2020. Please use indicative figures for this section.

Gift of Hope is open to an option on the priority order of implementing the system if convinced with the alternative solution of vendor.

7.1. Implementation Plan

Vendors should include an implementation plan with a timetable for the implementation of the system, showing the recommended modules to be included in each phase and estimate effort required. The plan must indicate the specific tasks involved and the time frames required (both elapsed and man days). Implementation plan must also indicate the set-up, testing, parallel and live run phases, the checks to be made at the end of each phase and the deliverables from each one.

Clearly state the standard acceptance and testing criteria that is usually employed.

Indicate what kind of performance bond the vendor is willing to provide to Gift of Hope ensuring a satisfactory performance of the system.

This implementation plan will be refined during initial scoping of the project.

7.2. Data Conversion

As part of the project, some data will need to be converted and loaded into the system. Conversion programs may need to be written to handle this task. Vendors must indicate how they propose to do this and the approximate effort and cost of this effort.

7.3. Project Organization

Provide details of the proposed project structure identifying key individuals, e.g., Project Managers and their roles, including the number and location of proposed analysis/development personnel. Due to the expected impact on the business processes, it is extremely important Gift of Hope obtain a thorough understanding of the organizations and individuals proposed for the project and the roles Gift of Hope staff would be expected to play. Vendors should provide details of sub-contractors likely to be involved. Indicate the number of full time equivalent staff that will be required. Resumes or a personal profile should be provided for key personnel within the project.



It is desired to provide estimates of the required number of Gift of Hope staff and identify the skills required. Provide details for the following:

• Number of Full Time Equivalent (separate IT and Business) required throughout the duration of the project

• Key roles to be included from the business

• Key roles to be included from IT

Provide details of governance roles including:

• Steering committee

• Project management

• Number and frequency

Provide an estimate of the infrastructure required at Gift of Hope for your implementation team:

• Number of work desks

• Number of telephones

• Number of computers

7.4. Training

As part of the implementation requirements, training needs must also be identified for up to 30 operating staff and managers. This will have to be conducted in two or three batches. The training needs of the IT staff for ongoing support must also be identified. Please include a training plan, clearly indicating what type of training can be imparted at what phase of the project and where, with due consideration for the remoteness and travel costs. The vendors must also indicate the number of man-days of training and support provided free of charge.

List the documentation (systems and user manuals) provided with the standard software solutions. It will be necessary for Gift of Hope to see samples of such documentation during the selection process (not to be supplied along with the Proposal).

Implementation costs should cover all effort required from initiation to post- implementation wrap-up.

8. Selection Process

8.1. Objective

The objective of the evaluation process is to select a reliable and experienced vendor, capable of supplying and installing a CRM with the functions required by Gift of Hope, within the time frame identified in Section 6.2. In addition, the vendor should be willing and capable of providing ongoing maintenance and support of the solution.



8.2. Timetable

The key dates for the RFP issue, receipt, evaluation and implementation are currently as follows:

Completed By: Key Milestones Comments

12/6/2019 Distribution of the RFP

12/16/19 Pre-Bid Question and Answer

Questions can be submitted via email to [email protected]

12/31/19 Submission of Response to RFP

1/10/20 Vendor Package Solution Presentation

Only qualifying vendors will be invited to come to Gift of Hope (at their own expense) to demonstrate the product to the project team

1/15/20 Announced Winning Vendor

1/31/20 Contract negotiation Selected vendor enters into a scoping period during which time the following will be produced: proof of concept, final costing (including infrastructure), final implementation plan and signed contract.

Gift of Hope retains the right to amend this schedule as it sees fit.

8.3. Contacts during the selection process

For vendors for all clarifications until completion of the selection process, the primary point of contact will be:

Ann Venezia - [email protected]

In order to ensure that any clarification is promptly made available, a secondary point of contact is:

Edward Marchewka – [email protected]

For an organized process of answering queries from vendors, Questions should be organized, referencing the number requirement. Questions, shall be submitted in batches. A pending



question does not extend the timelines. All questions/inquiries shall be responded within 8 business hours from receipt of request.

8.4. Selection Criteria

Package selection will be based upon a number of criteria, as detailed below. The vendors are therefore required to consider how their package fits in with the criteria listed and clearly indicate this in their response document.

Selection criteria will be based upon:

Functional Fit

The functional fit between the package and the business needs, as documented in the Statement of User Requirements and its availability for implementation. This will also take into account the ease of use of the package, the quality of the documentation, the extent of the modifications required and the readiness and flexibility of the vendor to handle customization and adapt to any future changes in the business.

Supplier Fit

The quality of management, technical staff, financial and organizational stability of the company. Contractual arrangements, current customer base and the quality of the vendor’s support (i.e., assistance/troubleshooting, training, and consulting) will also be considered. Customization should be carried out by the vendors in such a manner that it can be incorporated into future releases of the software. Vendor presence in countries where Gift of Hope is operating will be a definite advantage.

Technical Fit

The package will be technically measured based on its seamless online connectivity to the application systems identified in the System Interface section and its flexibility and support on open architecture so that any future need to interface with other system would not cause any problem. It will also be evaluated on its stability of its platform robustness of its database, and adherence to defined security and control requirements, audit requirements and target system performance.

Cost

The overall costs of implementing the proposed solution. A cost-effective solution that seeks to minimize overall cost of ownership. 3P costs should be estimated and included.

Implementation Strategy and Risk

Solutions that can be implemented quickly, are flexible and are able to meet present and future needs. A proposed implementation approach seeks to minimize risk.



8.5. Contract Negotiation

For the preferred vendor, Gift of Hope will handle negotiations to agree on a contract. The agreed contract will stipulate that the equipment and application software specified will satisfy the functions as stated in this RFP, and will perform at a speed appropriate to the retail/distribution industry. It will include final costing and a complete implementation plan.

9. Proposal Response Format

This section outlines the format in which the suppliers are required to respond to this invitation. All suppliers will be required to provide the information as specified. Any other information that may be relevant to our decision making process must be supplied as addenda.

9.1. Summary of Proposal

The RFP document must have a summary section containing the following information:

• Name of the package(s) being offered, version number, etc.

• Broad functional fit to the specifications in the Statement of User Requirements

• Hardware platforms recommended and alternatives.

• Application environment

• Number of sites where package is implemented. Number of sites for the version proposed.

• Approximate cost of implementation broken down by, as applicable:

o Software Acquisition and Installation

Application Software

Data Access Software

Database Software

System Management Software

Development/Testing Software

o Hardware Acquisition and Installation

Application/Database Server

Web Server

Backup Server

o Implementation Service

General Project Cost (Consulting, Travel Expense, etc.)

Installation

Customization

Maintenance and Support

o Other Costs



Summary of Strengths of the Recommended Solution

It is the vendor’s responsibility to highlight all costs related to the implementation of their solution. Key components that are required but not quoted for will be the responsibility of the supplier.

9.2. Supplier Profile

Vendor should detail in this section all details pertaining to the vendor requirements summarized in Section 6.

9.3. Compliance to User Requirements

Vendors should set out clearly in their proposal all information requested. The proposal should follow the same numbering system as this RFP. Vendors should respond to each requirement with a SD (Standard), MC (Moderate Change), SC (Significant Change) or 3P (Third Party) answer.

The definitions are as follows:

SD Requirement is standard to application software no modification needed.

MC Application software will satisfy this requirement with moderate modification (to be accomplished within two days)

SC Significant customization (beyond two days) is needed to satisfy the requirement.

3P Requires a third-party application to handle this requirement.

Where a specific requirement cannot be fully met, or an alternative solution is proposed, comments should be included (e.g., the cost of basic tailoring, how much time is needed, etc.).

9.4. Compliance to Implementation Requirement

Vendor should detail in this section all details pertaining to the vendor requirements summarized in Section 6.

9.5. Cost

To assist Gift of Hope in the evaluation and analysis of the costs associated with the proposal, vendors should present their pricing concisely.

It is expected for the vendor to provide the application software (including third party software wherever applicable), database integration services and consulting.

Each heading should be expanded as required to show each item and clearly identify what is included within the associated charge. The charges should be separated into capital cost, one-time costs and ongoing charges.

It is expected that all charges and costs applicable to this proposal will be included in this section. Including, for example: handling, transportation, installation, training, maintenance and



support, software upgrade, tools, travel, accommodations, and any other item that could be interpreted as the real cost of procurement and any on-going expenses due to the vendor.

Software costs should highlight the difference between standard core licenses, modules, and enhancement costs and third party software licenses. Wherever a vendor is supplying items of a different manufacturer, the manufacturer and model numbers must be indicated.

In this section, vendors are requested to provide details on the equipment required as a platform for the proposed system. Gift of Hope requires that vendors provide estimates for the capacity and costs of all equipment for the proposed system.

Any charges applying to the proposal should be included with a full and itemized description.

All costs and prices quoted in the proposal are assumed to be valid until implementation is completed.

9.6. Contracts

The vendors must indicate nature of contracts and agreements they are willing to enter into. The information to be provided includes:

• Sample contracts

• Payment terms - details of payment settlement options

• Period for which the price quotes will hold

• Guarantees against the system non-performance

• Penalty clauses

• Any other vendor constraints

Documents

Gift of Hope Organ and Tissue Donor Network · 2019. 12. 3. · Customer Relationship Management Software Replacement . Gift of Hope. Request for Proposal . Gift of Hope Organ and