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COUNTY COMMISSIONERS ASSOCIATION OF PENNSYLVANIA
REQUEST FOR PROPOSALS FOR
MICROSOFT DYNAMICS CRM 2016
TECHNICAL ENGAGEMENT SERVICES
Issued: January 26, 2017
Final Response Required: February 17, 2017
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Contents I. INTRODUCTION .................................................................................................................................................. 4
A. General Information ....................................................................................................................................... 4
B. Term of Agreement ........................................................................................................................................ 5
C. Subcontracting ............................................................................................................................................... 5
D. Responsibilities ............................................................................................................................................... 5
E. Vendor ............................................................................................................................................................. 5
II. NATURE OF SERVICES REQUIRED ..................................................................................................................... 5
A. Products, Services, and Fees ......................................................................................................................... 5
1. PRODUCTS .................................................................................................................................................. 5
2. SERVICES ..................................................................................................................................................... 6
3. FEES ............................................................................................................................................................. 7
III. AWARD DISTRIBUTION ................................................................................................................................. 8
IV. SCOPE OF WORK ............................................................................................................................................ 8
1. VENDOR WILL PROVIDE ........................................................................................................................... 8
2. CCAP WILL PROVIDE ............................................................................................................................... 10
V. CONTENT AND DATA RIGHTS. ........................................................................................................................ 10
VI. DESCRIPTION OF THE CCAP ....................................................................................................................... 11
A. Name and Telephone Number of Contact Persons ................................................................................. 11
B. Background Information ............................................................................................................................. 11
VII. TIME REQUIREMENTS .................................................................................................................................. 11
A. Proposal and Estimated Engagement Calendar ....................................................................................... 11
VIII. PROPOSAL REQUIREMENTS ....................................................................................................................... 12
A. General Requirements ................................................................................................................................. 12
1. Submission of Notification of Interest .................................................................................................. 12
2. Questions .................................................................................................................................................. 12
3. Submission of Proposals ......................................................................................................................... 12
B. Technical Proposal ....................................................................................................................................... 13
1. General Requirements ............................................................................................................................. 13
C. Sealed Budget ............................................................................................................................................... 14
1. Total All-inclusive Maximum Price ......................................................................................................... 14
2. The first page of the sealed dollar cost bid should include the following information: ................. 14
IX. EVALUATION PROCEDURES ....................................................................................................................... 15
A. Evaluators ...................................................................................................................................................... 15
B. Evaluation Criteria ........................................................................................................................................ 15
1. Services –40% ........................................................................................................................................... 15
2. Budget – 35% ........................................................................................................................................... 15
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3. Customer Relations – 15% ...................................................................................................................... 15
4. Other – 10% .............................................................................................................................................. 15
C. Final Selection ............................................................................................................................................... 16
D. Right to Reject / Negotiate Proposals ....................................................................................................... 16
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COUNTY COMMISSIONERS ASSOCIATION OF PENNSYLVANIA
REQUEST FOR PROPOSALS FOR
MICROSOFT DYNAMICS CRM 2016 TECHNICAL ENGAGEMENT SERVICES
I. INTRODUCTION
A. General Information
The County Commissioners Association of Pennsylvania (“CCAP”) is requesting proposals
from entities (hereafter “Vendors”) for a Microsoft Dynamics CRM 2016 Technical Services
Engagement Services Agreement (hereafter “Agreement”) with the ability to evaluate
CCAPs Microsoft CRM 2011 enterprise application, recommend and assist in building out
the architecture of and determining the upgrade requirements to Microsoft Dynamics
CRM 2016.
Proposals submitted in accordance with this request for proposals will be evaluated by
CCAP Technology Services team members, along with the Chief Information Officer. CCAP
reserves the right, where it may serve the CCAP best interest, to request additional
information or clarification from vendors, or to allow for corrections, errors or omissions.
All proposals submitted in response to this solicitation, and all other information
submitted in response to a request for additional information, become and remain the
property of CCAP. Vendors should be aware that upon awarding of the contract to the
successful Vendor, the terms of the contract will become part of the engagement
agreement.
The CCAP reserves the right to retain all proposals submitted and to use any ideas or
language found in a proposal regardless of whether that proposal is selected. Submission
of a proposal indicates acceptance by the Vendor of the conditions contained in this
request for proposals, unless clearly and specifically noted in the proposal submitted and
in agreement between the CCAP and the Vendor selected.
There is no expressed or implied obligation for the CCAP to reimburse responding
organizations for any expenses incurred in preparing proposals in response to this request.
It is anticipated that CCAP will select a Vendor for the Agreement on or before March 13,
2017. This agreement is expected to be executed between both parties on or before March
13, 2017. In the event there is a processing delay, extensions may be granted by both
parties.
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B. Term of Agreement
The Agreement would begin on March 13, 2017 with a completed date by June 30, 2017
and is subject to regular review by CCAP, satisfactory negotiation of terms, and the
availability of funds.
C. Subcontracting
With the award of the enterprise agreement, no additional subcontract will be allowed.
D. Responsibilities
The selected Vendor will be required to assume responsibility for all services offered in the
proposal, whether or not produced by the organization. Further, the CCAP will consider
the selected Vendor to be the sole point of contact with regard to the Agreement matters.
E. Vendor
The CCAP shall require that the Vendor chosen be Microsoft certified in CRM, SQL, and
related technologies, and agree to CCAP terms and conditions.
II. NATURE OF SERVICES REQUIRED
A. Products, Services, and Fees
1. PRODUCTS
The goal of this Agreement is to provide to CCAP the plan, architecture and migration
path from CCAPs 2011 CRM installation and related functionality to Microsoft Dynamics
CRM 2016. The CCAP intention is to leverage vendor services in such a way to minimize
cost effort during the engagement; an example of this is CCAP will conduct the discovery
effort to help offset time for the Vendor analysis process.
Additionally, CCAP is looking for the Vendor to provide consultancy services in terms of
executing specific aspects of the Agreement services to achieve the desired outcome of
CCAPs upgrade project. See Appendix A - CCAP Discovery List for the non-inclusive list of
CCAP CRM 2011 configurations and features.
This agreement represents all Microsoft CRM products configuration that is required for a
successful upgrade project; including the following key product areas of focus:
a) Microsoft Dynamics CRM 2016: Includes understanding all CCAP business
requirements (processes) used today within our CRM 2011 environment; best
practice installation (architecture, configuration and security); backup and
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maintenance procedures; recommendations to consider Dynamics 365 in the
future.
b) Microsoft SQL Server: Includes understanding all CCAP business requirements
(processes) used today within our CRM 2011 environment; best practice
installation and maintenance procedures; recommendation of practices to move
from SQL Server 2008R2 to SQL Server (recommendation required); including all
levels of recommendation for maintenance plans and backups.
c) Microsoft Internet Information Services: CCAPs CRM environment is externally
facing. This effort includes understanding all CCAP business requirements
(processes) used today within our CRM 2011 environment; best practice
installation and maintenance procedures; recommendation of practices for
security, logging, and maintenance.
d) Security: Recommendations for monitoring, logging, and authentication;
including delivery of content within the CRM application to external interfaces.
e) Licensing: CCAP maintains licensing for Microsoft Products under a Microsoft
Enterprise Agreement. CCAP works with a Licensing Solutions Provider (LSP) for
all licensing costs. This relationship will continue if licensing impacts are included
as part of the upgrade project.
2. SERVICES
Microsoft Dynamics CRM 2016 Phases of Projected Planned Efforts
a) Phase I: Discovery
CCAP will provide information for the discovery phase. CCAP will provide a
diagram of the network architecture, current uses of CRM 2011, and system
information. CCAP will additionally provide other business requirements as part
of the discovery.
Important note on Discovery: See Appendix A – CCAP Discovery List for a list of
items that will be provided by CCAP. If the Vendor is requiring other information
not listed, the Vendor should list those items as part of required information from
CCAP.
b) Phase II: Analysis and Recommendations
CCAP is expecting the Vendor to conduct analysis of the CCAP 2011 environment,
mapping the items listed from the discovery to the capabilities and functionality
of Microsoft Dynamics CRM 2016, coupled with best practices and to provide
formal recommendations based off the analysis and information provided by
CCAP.
c) Phase III: Project Implementation: Planning
Working with CCAP staff, develop a formal plan to upgrade the CRM 2011 with
noted paths for each CCAP business requirement and feature included in the
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planned upgrade. The planning also incorporates the recommendations (such as
servers required, etc.) for the upgrade, including any and all migration efforts to
ensure a successful outcome of the project.
d) Phase III: Project Implementation - Execute Plan: Build Environment
CCAP IT and the Vendor will contribute and co-develop the build out of the
environment according to accepted recommendation in Phase II and the Project
plan identified in Phase III: Planning. Specific areas of the environment are
outlined at high level below, with more detail in Section IV.1.
(1) Server Installation and Configuration
(2) CRM Dynamics Installation and Configuration
(3) Microsoft SQL Server Installation and Configuration
(4) Microsoft Internet Information Services Installation and Configuration
(5) Data Mapping / Migration / Forms Development
(6) Security Planning, Documentation and Configuration
e) Phase IV: Project Implementation – Integration
CCAP currently integrates CRM data to several other applications / functions as
noted in Appendix A. CCAP IT will be responsible to ensure this aspect is
completed. Vendor may be required to provide minimal guidance in this effort.
f) All Phases: Project Implementation - Knowledge Transfer
CCAP is expecting the Vendor to ensure CCAP IT has the knowledge required to
sustain and support the environment post-engagement.
g) Phase V: Project Implementation – End User Training
Vendor is not responsible for end user training. CCAP will schedule and provide
all end user training for this engagement.
h) Phase VI: Project Implementation: Project Close Down: Participate in project
close down session to ensure acceptance of product and services is transferred to
CCAP.
b) Licensing: CCAP IT will work through any licensing matters.
3. FEES
The following fees should be included in the proposal.
a) Any projected time for any of the designated areas of services
b) Information of rate levels for assigned project team
c) Travel expenses
d) Application of any Microsoft or other applied credits or funding.
CCAP expects no hidden costs related to this Agreement.
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III. AWARD DISTRIBUTION
CCAP is issuing a Request for Proposals to various Vendors. CCAP will award the
Agreement based upon competitive applications which will specifically identify activities
and services to be performed, as well as competitive pricing of products. This RFP will
become part of the contract.
IV. SCOPE OF WORK
CCAP expect the Vendor to perform the following services and to provide written reports
of its activities related to this project and where any time or monies are applicable.
This is not an all-inclusive list.
1. VENDOR WILL PROVIDE
Services referenced in section II.A.2 (Services) within this RFP, outlined as:
a) Phase I: Discovery
The vendor should review the information that CCAP provides and offer input to
of what they may need (if anything is missing) to ensure the Vendor can
sufficiently accomplish and complete Phase II: Analysis and Recommendation.
b) Phase II: Analysis and Recommendation
CCAP is expecting the vendor to review/analyze the output from Phase I:
Discovery and formulate a recommendation for the project and migration path.
(1) Analysis
Analyze information provided to Vendor through completion of Phase I; map the
items listed from the discovery to the capabilities and functionality of Microsoft
Dynamics CRM 2016, coupled with best practices.
(2) Recommendations
Provide formal recommendations from the discovery and analysis for the plan to
upgrade the CRM 2011 environment; including desired outcomes (knowledge
transfer) with CCAP to understand and accept recommendations. This
recommendation needs to include the path and method of upgrade from CRM
2011 to Microsoft Dynamics CRM 2016; taking into consideration that CCAP
business requirements must be met and potential future move to Dynamics 365.
c) Phase III: Project Implementation: Planning
Working with CCAP staff, develop a formal plan to upgrade the CRM 2011 with
noted paths for each CCAP business requirement and feature included in the
planned upgrade. The planning also incorporates the recommendations (such as
servers required, etc.) for the upgrade, including any and all migration efforts to
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ensure a successful outcome of the project; including any go live planning
elements.
d) Phase III: Project Implementation - Execute Plan: Build Environment
CCAP IT and the Vendor will contribute in the build out of the environment
according to accepted recommendation in Phase II and the Project plan identified
in Phase III: Planning. Specific areas of the environment are outlined at high level
below.
(1) Server Installation and Configuration
CCAP IT will build out the server environment on the network according to
identified requirements in Phase III: Planning.
(2) Microsoft CRM Dynamics 2016 Installation and Configuration
According to the accepted recommendation outlined in Phase II: Analysis and
Recommendations, CCAP is expecting assistance in the build out of the CRM
environment.
(3) Microsoft SQL Server Installation and Configuration
CCAP is expecting the Vendor to ensure the SQL server is setup with appropriate
maintenance plans. Additionally, the data must be encrypted. The vendor is to
assist with optimization of SQL, such as MaxDOP and Cost Thresholds, etc.
(4) Microsoft Internet Information Services Installation and Configuration
CCAP is expecting the Vendor to ensure the IIS server is setup with appropriate
security and adequate logging per best practice recommendations.
(5) Data Mapping / Migration / Forms Development
This component will be both CCAP IT and the Vendor working to ensure the
system is built out correctly according to the accepted path of upgrade in Phase
II.
(6) Security Planning, Documentation and Configuration
CCAP is expecting the Vendor will ensure that the security plan for CRM, SQL, and
IIS and external integration is fully vetted, presented and executed during this
engagement.
e) Phase IV: Project Implementation – Integration
CCAP currently integrates CRM data to several other applications / functions.
CCAP IT will be responsible to ensure this aspect is completed. Vendor may be
required to provide minimal guidance in this effort.
f) All Phases: Project Implementation - Knowledge Transfer
CCAP is expecting the Vendor to develop a formal process for knowledge transfer
within this engagement to ensure that CCAP IT is able to sustain and support the
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environment post-engagement. It is the expectation that all documentation of
subsequent efforts will be completed and turned over to CCAP.
g) Phase V: Project Implementation – End User Training
CCAP will schedule and provide all end user training for this engagement. Vendor
is to ensure that knowledge transference is complete.
h) Phase VI: Project Implementation: Project Close Down: Participate in project
close down session to ensure acceptance of product and services is transferred to
CCAP.
i) Microsoft CRM Certified team for this engagement
j) Engagement reports process for continued documentation and billing
k) Assigned Project Manager to ensure engagement success and consistent
communications
2. CCAP WILL PROVIDE
a) Items noted in section II.A.2 (Discovery) and items identified in Phase III, IV, V and
VI.
b) Conduct a kickoff meeting with staff to review the new agreement, discuss
customer contact procedures, review the engagement and establish project time
frames for the phase’s completion periods.
c) Assigned Project Manager to ensure engagement success and consistent
communications.
d) Assigned Project Team members (network, technical, training, development and
business process resources) to ensure engagement success.
V. CONTENT AND DATA RIGHTS.
Proposals, and additional information, submitted in response to this solicitation, all
reports contemplated by this request, to be prepared in connection with implementing a
contract under this proposal, and all other writings, including but not limited to those
mentioned within this request for proposals, hereof and including but not limited to all
intellectual property rights, and any other rights in intangible property, in and to the
contents, formats and data reflected in such materials shall become and remain the sole
property of CCAP. Any work, tools, development code will be copy right free and will be
the property of CCAP. Any party submitting a proposal in response to this RFP agrees to
transfer all such rights to CCAP, to the extent that such rights are not transferred by
operation of law, then to execute such documents as may be needed to effect or verify
such transfers.
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VI. DESCRIPTION OF THE CCAP
A. Name and Telephone Number of Contact Persons
The Vendors principal contact with CCAP will be Kathie Zullinger or a designated
representative, who will coordinate the assistance to be provided by the CCAP to the
Vendor. Ms. Zullinger can be reached at P.O. Box 60769, Harrisburg, PA 17106-0769. Ms.
Zullinger should be initially reached through email at [email protected].
B. Background Information
CCAP is an entity created by Act of the General Assembly having its principal offices at
2789 Old Post Road, Harrisburg, Pennsylvania 17110. CCAP represents the local governing
bodies of all 67 counties in Pennsylvania. Affiliate organizations of CCAP represent the
administrators of children and youth, drug and alcohol, mental health/mental retardation,
nursing homes, and human services. CCAP is a non-profit as well as a quasi-governmental
agency that provides services and programs to only governmental entities. As such, pricing
should be based on non-profit or governmental pricing.
VII. TIME REQUIREMENTS
A. Proposal and Estimated Engagement Calendar
The following is a list of key dates up to and including the date proposals are to be
submitted:
Request for proposals issued January 26, 2017
Letter of interest, and written questions submitted
regarding the request for proposals
January 30, 2017
Vendor symposium (GoToMeeting -10:00 a.m. – 12:00
p.m.)
February 3, 2017
Additional questions that arise during Vendor
Symposium
February 7, 2017
Due dates for proposals February 17, 2017
Review of proposals February 20, 2017 –
February 24, 2017
Award of Engagement February 28, 2017
Execution of Engagement Agreement March 6, 2017
*Engagement Start (estimated) March 13, 2017
*Engagement End (estimated) June 2 2017
*Go Live on New Microsoft Dynamics CRM 2016
(estimated)
June 5, 2017
*The CCAP expects a timeframe for committing to a schedule for the cut over to the new
system. CCAP has several major conferences, notably one, that will start registrations on
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March 2017. This engagement needs to take into consideration that event to ensure there
is no interruption of services for our end users.
VIII. PROPOSAL REQUIREMENTS
A. General Requirements
1. Submission of Notification of Interest
Organizations interested in submitting a proposal must submit by 4:00 pm EST on
January 30, 2017, a letter (email is acceptable) indicating the organization's interest and
confirmation of whether a Vendor symposium attendance is planned for February 3, 2017
10:30 a.m. – 12:00 p.m. EST Failure to do so will disqualify organizations from submitting
a proposal. Proposals should be submitted to:
Kathie Zullinger
Technology Services Director
County Commissioners Association of Pennsylvania
PO Box 60769
Harrisburg, PA 17106-0769
Street Address: 2789 Old Post Road,
Harrisburg, PA 17110
Email: [email protected]
2. Questions
Inquiries concerning the request for proposals and the subject of the request for proposals
must be made in writing or by email by January 30, 2017 to same contact referenced
above in VIII. A. 1.
3. Submission of Proposals
The following material is required to be received by 4:00 pm EST on February 17, 2017
for an organization to be considered:
a) RFP TECHNICAL RESPONSE - A master copy (so marked) of a Technical
Proposal, consisting of the following:
(1) Title Page
Title page showing the request for proposals' subject; the organization's name;
the name, address, and telephone number of a contact person; and the date of
the proposal.
(2) Table of Contents
(3) Transmittal Letter
A signed letter of transmittal briefly stating the Vendors understanding of the
work to be done, the commitment to perform the work within the time period,
a statement why the organization believes itself to be qualified to perform the
engagement, and a statement that the proposal is a firm and irrevocable offer
for 90 days.
(4) Detailed Proposal
The detailed proposal should follow the order set forth in Section VI.A.3 of this
request for proposals.
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(5) Executed copies of Vendor Warranties, attached to this request for proposals
(Appendix B).
b) RFP SEALED BUDGET RESPONSE - Vendors should send completed budget
proposal consisting of the two separate envelopes to the same contact
referenced above in VIII. A. 1.
c) Vendors should also send a softcopy of both the proposal and the budget in two
separate pdf files to Kathie Zullinger at [email protected]
d) All proposals must provide credentials of individual(s) working on the project.
e) All proposals must provide detailed cost allocations for each scope of work
defined within the RFP. The goal would be for CCAP to extrapolate costs related
to core business requirements (at a minimum, todays functionality)
RESPONSE TO THIS REQUEST FOR PROPOSALS DOES NOT BIND CCAP TO A
CONTRACT WITH A VENDOR CCAP WILL NOT REIMBURSE VENDOR FOR ANY
PREPARATION INVOLVED IN RESPONSE TO THIS REQUEST FOR PROPOSALS.
B. Technical Proposal
1. General Requirements
The purpose of the technical proposal is to demonstrate the qualifications, competence,
and capacity of each organization seeking to undertake the services in conformity with the
requirements of this request for proposals. As such, the substance of a proposal will carry
more weight than their form or manner of presentation. The technical proposal should
demonstrate the qualifications of the organization and of the particular staff to be
assigned to this engagement. It should also specify an approach that will meet the request
for proposals requirements.
THERE SHOULD BE NO DOLLAR UNITS OR TOTAL COSTS INCLUDED IN THE TECHNICAL
PROPOSAL DOCUMENT.
The technical proposal should address all the points outlined in the request for proposals
(excluding any cost information which should only be included in the sealed budget). The
proposal should be prepared simply and economically, providing a straightforward,
concise description of the Vendor's capabilities to satisfy the requirements of the request
for proposals. While additional data may be presented, the following subjects, items a.
through f, must be included. They represent the criteria against which the proposal will be
evaluated.
a) Nondiscrimination Clause
The organization must state its intent to abide by CCAP’s nondiscrimination policy
(Appendix C). This policy will become part of the final enterprise agreement with
the organization.
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b) US Domestic On-Shore Support
Documentation verifying that all support is on shore; the triage process should be
included as well.
c) Organization Qualifications and Experience
The organization should provide information regarding experience with handling
other CRM engagements similar or as complex as this engagement. (Appendix E)
This should include, but not be limited to:
Specific letters of reference for other similar engagements
Resumes of proposed representatives that will be assigned to any part of the
engagement
d) Escalation Procedures
The organization should provide escalation procedures used in similar agreements
to address enrollee and CCAP questions, concerns, or problems that arise
throughout the agreement. (Appendix F)
e) Approach
The proposal should set forth a work plan, including an explanation of the
methodology to be followed, to perform the services required in this request for
proposals. Vendors will be required to provide the following information on their
approach:
(1) Proposed schedule for implementation of the Agreement
(2) Level of staff and number of hours to be assigned to each proposed service
requested
(3) A list of deliverables and a time line for meeting the deliverables
(4) A format for reports, including the final report format for project work and
acceptance
NO DOLLARS SHOULD BE INCLUDED IN THE TECHNICAL PROPOSAL
C. Sealed Budget
1. Total All-inclusive Maximum Price
The sealed dollar cost schedule should contain all pricing information relative to
performing each segment of the agreement as described in this request for proposals.
The total all-inclusive maximum price to be bid is to contain all direct and indirect
costs including all out-of-pocket expenses.
The CCAP will not be responsible for expenses incurred in preparing and submitting
the technical proposal or the sealed dollar cost bid. Such costs should not be included
in the proposal.
2. The first page of the sealed dollar cost bid should include the following
information:
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a) Name of organization
b) Certification that the person signing the proposal is entitled to represent the
organization, empowered to submit the proposal and authorized to sign an
enterprise agreement with CCAP
c) A Total All-inclusive Maximum Price per unit for each item referenced
d) Manner of Payments Required
IX. EVALUATION PROCEDURES
A. Evaluators
Proposals will be evaluated by CCAP’s IT staff. CCAP reserves the right to retain all
proposals submitted and use any idea in a proposal regardless of whether that proposal
is selected.
B. Evaluation Criteria
The following represent the principal selection criteria which will be considered during the
evaluation process: 40% will be weighted on services 30% on budget, 20% on Customer
Relations and 10% other; outlined below.
1. Services –40%
Detailed response to each area under the services (Section 2)
Trouble Resolution
Service Care –Recommendations and ability to complete upgrade within minimal
disruption to CCAP ongoing business functions
On time delivery commitment
2. Budget – 35%
Cost will be an important factor in the selection of the Vendor
The vendor should break down the cost per section and per functionality / business
requirement
3. Customer Relations – 15%
Accessibility of primary assigned project manager and team members
Reports & meetings schedules
Adequacy of proposed staffing plan for various services of the agreement
4. Other – 10%
Experience of the firm with similar agreements
Estimated effectiveness of plan submitted to work with and coordinate efforts with
individual enrollment representatives
Cost effectiveness of the proposal
Realistic time lines for deliverables
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Written / verbal endorsements supporting the firm
C. Final Selection
It is anticipated that the Vendor will be selected by CCAP on or before February 28, 2017.
Following notification of the organization selected, it is anticipated the Agreement will be
fully executed on or before March 13, 2017. This RFP will become part of the final contract
with the Vendor.
D. Right to Reject / Negotiate Proposals
Submission of a proposal indicates acceptance by the organization of the conditions
contained in this request for proposals unless clearly and specifically noted in the proposal
submitted and confirmed in the enterprise agreement between the CCAP and the
organization selected.
The CCAP reserves the right to negotiate the budget with any organization submitting a
proposal at any time prior to the execution of an enterprise agreement.
CCAP reserves the right without prejudice to reject any or all proposals.
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APPENDIX A
CCAP DISOVERY LIST
*This is not an all-inclusive list
SYSTEM
Item Description Capacity (size) Scope
Windows Server
Enterprise 2008R2
SP1
Virtual Environment Memory : 12 GB
Used : 8.65GB
HDD: 159 GB
Used: 133 GB
Free : 27GB
Phase II: Analysis and
Recommendation
(Server specifications)
CRM 2011 UR 18 (Version
5.09690.4376)
100 custom entities Phase II: Analysis and
Recommendation
(Path to upgrade
CRM 2011 to
Microsoft Dynamics
CRM 2016)
Phase III:
Implementation of
CRM upgrade
(Assistance in
upgrade path)
SQL 2008R2 5 GB Live Database.
Other instances not
used. SQL Server is
installed on same server
as Microsoft Dynamics
CRM non-clustered
configuration.
Phase II: Analysis and
Recommendation
(SQL specifications)
Phase III: Planning
and Implementation
(Microsoft SQL Server
Installation and
Configuration)
End Users / Data
Owners
Users who have access
to edit information
All users have access to
add/edit own account
and contact information.
Extensions are limited
based on user roles. No
user field based security
restrictions.
Phase II: Analysis and
Recommendation
End Users / Data
Viewers
Users who have access
to view information
All users have read on
contact and account
information. No users
have field based security
restrictions.
Phase II: Analysis and
Recommendation
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CCAP USED FUNCTIONALITY
Item Description Number Scope Comments
Events New registrations are
imported from external
event services (EventSpot &
e-Touches via a .NET
program)
84 + Events per
year
Vendor Assist:
Events management
must be included at
a minimum with
today’s functionality
Member Directories CCAP and Affiliate Member
Lists – Both SharePoint web
parts and IIS Web Sites. The
web parts use an .NET web
service as a proxy for
interaction between CRM
and SharePoint 2010,
10 directories
Vendor
Recommendation:
Member Directories
must be included at
a minimum with
today’s functionality
Committees Lists SharePoint Web part
The web parts use an .NET
web service as a proxy for
interaction between CRM
and SharePoint 2010,
30 Committees Vendor Assist:
Member Directories
must be included at
a minimum with
today’s functionality
Insurance Programs Used extensions for key
contact people
11 extensions Vendor Assist:
Insurance Extensions
must be included at
a minimum with
today’s functionality
Certifications
Programs
Used to track and record
certification classes for Tax
assessors and other
programs.
Web service for SharePoint
web parts provides
functionality to members
3 extensions Vendor Assist:
Certification
Programs Extensions
must be included at
a minimum with
today’s functionality
Affiliate Programs Used to track memberships
for various human service
related programs
16 extensions Vendor Assist:
Membership
management must
be included at a
minimum with
today’s functionality
Technology
Programs
Used to track Technology
related programs
11 Extensions Vendor Assist:
Technology
Extensions must be
included at a
minimum with
today’s functionality
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Dues Management Used by finance to create
dues exports for CCAP and
affiliates.
Vendor Assist:
Due management
must be included at
a minimum with
today’s functionality
Labor & Industry
Export
Used by Finance for
electronic transmission of
unemployment
compensation data to the
state
Expected completion date:
March/April 2017.
State Required deadline:
May 2017.
Currently in
progress by
outside
developer.
Out of Scope
Security Current system uses user
based security for
extensions.
10 business
units
5 teams
~ 85 users
43 Roles
1 field security
profile.
In scope but CCAP to
build out security
with vendor
guidance
Plugins 1 plugin exists to deal with
sitemap creation in 2011
Will go away
Out of scope
Workflows Invoicing Workflows for
Affiliates
Helpdesk Workflows
6
3
In scope, but CCAP
would like some
recommendations
on
process/performance
improvements.
CCAP DESIRED FUNCTIONALITY
Item Description Functionality
Category
Membership Management CCAP has several websites. The websites
are built on the SharePoint 2010
platform and currently use forms based
authentication (FBA). CCAP desires to
explore having the membership provider
be that of CRM to tie access and control
for SharePoint authentication into CRM.
(If a member is active, they are able to
sign in with email address based on
assignment within CRM.)
NEW - CCAP would
like to have
discovery input on
this item (Phase II)
Help Desk / Service Desk This is part of the upgrade process;
however, the existing system is
inadequate. CCAP is interested in looking
IMPROVEMENT –
automation, self-
service. At a
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at other options for help desk
functionality and is open to discussions
in this area.
minimum the
functionality and
data need to be
included in scope.
CCAP would like to
have discovery
input on this item
(Phase II) for
improvement
recommendations
Insurance Program Activity
Tracker
Utilizing CRM’s Activity system to track
correspondence of its members. This
feature was not fully utilized current
instance of CRM.
NEW
CCAP would like to
have discovery
input on this item
(Phase II)
Mobile Access Provides the Policy department with easy
access to information from a smartphone
or tablet.
NEW
CCAP would like to
have discovery
input on this item
(Phase II)
SharePoint Integration Currently SharePoint and CRM are not
integrated.
NEW
In scope, CCAP
driven work load
leveraging CCAP
resources
Team Based Role Security Currently CCAP is using user role
security.
CCAP would like to
have discovery
input on this item
(Phase II)
Event consolidation Currently CCAP has 3 extensions that
contain event data. We would like to
consolidate the entities to 1 entity
CCAP would like to
have discovery
input on this item
(Phase II)
Mobile app – Will be
separate RFP
Description here for CCAP members to
access directories
IMPROVEMENT:
This item will be
separate RFP but
needs to be
functional upon go
live.
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APPENDIX B
VENDOR WARRANTEES
A. VENDOR warrants that it is willing and able to comply with Commonwealth of Pennsylvania
laws with respect to foreign (non-state of Pennsylvania) corporations, if applicable, and all other
laws of the Commonwealth of Pennsylvania.
B. VENDOR warrants that it is willing and able to perform the services in compliance with an
enterprise agreement in the form set forth in Appendix C to the request for proposals.
C. VENDOR warrants that it will not delegate or sub enterprise agreement its responsibilities under
an agreement without the express prior written permission of CCAP.
D. VENDOR warrants that all information provided by it in connection with this proposal is true
and accurate.
Print Name of Business Main Contact Number
Business Address Fax Number
Contact Person (Print) Phone
Contact Person (Sign) Date
Witness SEAL
Witness
CORPORATION
attest President
This page must be signed with a live signature and signed in BLUE INK.
Page 22 of 25
APPENDIX C
NONDISCRIMINATION POLICY
The Vendor shall not discriminate in its recruiting, hiring, promotion, demotion, or termination
practices on the basis of race, religious creed, color, national origin, ancestry, physical handicap,
medical conditions, marital status, age or sex in the performance of this contract, and, to the extent
they shall apply with the provisions of the Pennsylvania Code and the Federal Civil Rights Act of
1964 (P.L 88-352).
Pursuant to federal regulations promulgated under the authority of The Americans With Disabilities
Act, 28 C.F.R. para. 35.101 et seq., the Vendor understands and agrees that it shall not cause any
individual with a disability to be excluded from participation in this Contract or from activities
provided for under this Contract on the basis of the disability.
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APPENDIX D
SUPPORT DOCUMENTATION
Page 24 of 25
APPENDIX E
ORGANIZATIONAL & STAFF REFERENCES/RESUMES
Page 25 of 25
APPENDIX F
ESCALATION PROCEDURES
