N68335-20-RFI-0426 – Sources Sought – NAWC WOLF Customer Relationship Management

Aug 4, 2020 | Sources Sought

Request for Information (RFI)

Customer Relationship Management Tool

Naval Air Warfare Center Aircraft Division

Webster Outlying Field

______________________________________________________________________________

RFI Number:  N68335-20-RFI-0426

Classification Code:  7030 – Information Technology Software

NAICS Code(s):  511210 – Software Publishers

REQUEST FOR INFORMATION

PURSUANT TO FAR 15.201(e) – THIS IS A REQUEST FOR INFORMATION (RFI) ONLY.  This RFI is issued solely for information and planning purposes – it does not constitute a Request for Proposal (RFP) or a promise to issue an RFP in the future.  This request for information does not commit the Government to contract for any supply or service whatsoever.  Further, the government is not at this time seeking proposals and will not accept unsolicited proposals.  Responders are advised that the U.S. Government will not pay for any information or administrative costs incurred in response to this RFI; all costs associated with responding to this RFI will be solely at the interested party’s expense.  Interested parties are responsible for adequately marking proprietary or competition sensitive information contained in their response. Proprietary information will be safeguarded in accordance with the applicable Government regulations.  Failure to respond to this RFI does not preclude participation in any future associated RFP that may be issued.

BACKGROUND/PURPOSE/TECHNICAL REQUIREMENTS

The Naval Air Warfare Center Aircraft Division (NAWCAD) Webster Outlying Field (WOLF) Division is soliciting information and comments from industry on its ability to provide a non-developmental or Commercial Off The Shelf (COTS) Customer Relationship Management (CRM) Tool.

The solution will need the following capabilities:

  • Identification, authentication and roles-based authorization for users
  • Maintain profiles for Customers
  • Account Management by privileged users
  • Capture Knowledge
  • Provide Self-Help Access to Knowledge
  • Manage Customer Requests
  • Support for custom workflows and states
  • Support Information Technology Infrastructure Library (ITIL) v3/v4 Tiered Help Desk Processes
  • Support Survey Collection & Analysis
  • Messaging via multiple communication avenues (chat, email, text message, etc.)
  • Provide analytics tools
  • Synchronize data with other internal and external Business Systems, Learning Management Systems and Student Information Systems
  • Access from Internet
  • Access via Mobile Devices
  • Comply with all applicable National Institute of Standards and Technology (NIST) and Department of Defense (DoD) Security Guidance/Directives
  • Utilize web services and open standards for integration with other systems in the education technology space. 
  • Rules/Eligibility Engine
  • Support for 100 to 1,000 support team members
  • Support for 5,000 customers scalable to 500,000
  • Support load balancing, failover and redundancy

RESPONSES

Requested Information

Section 1 of the response shall provide administrative information, and shall include the following as a minimum:

  • Organization name, mailing address, overnight delivery address (if different from mailing address), phone number, fax number, and name and e-mail of designated point of contact.
  • Business type (large business, small business, small disadvantaged business, 8(a)-certified small disadvantaged business, HUB Zone small business, woman-owned small business, very small business, veteran-owned small business, service-disabled veteran-owned small business).
  • Country of origin for main component(s)

Section 2 of the response shall provide technical information, and shall include the following as a minimum:

  • Interested parties shall respond with existing capabilities or products that meet all or a subset of the aforementioned attributes.  Reponses that include information detailing potential tradeoffs or alternative solutions is encouraged.
  • Respondents should provide a detailed description of the following characteristics of their solution in their submission:
    • Respondents are requested to provide solution details specifically addressing the technical data identified below:
      • Time to production
      • List of Certifications and Standards
      • List of equipment and software
      • Support Requirements
      • Applicable Hardware/Software Baselines
      • Applicable Federal Risk and Authorization Management Program (FedRAMP) Accreditations
  • If applicable and able, respondents shall include a list of Colleges/Universities, DoD, Department of Justice (DoJ) or Department of Homeland Security (DoHS) programs of record that currently employ their solution.  It would be helpful if a sponsor POC for each program, with email address and phone number could be identified.
  • The Government is interested in receiving vendors’ price lists for items they believe meet the need in this RFI.  Supplying price data does not imply a contractual obligation and must be provided and marked as PRICE DATA.
  • Respondents should include a list of authorized distributors for the proposed system.

ADDITIONAL INFORMATION

In response to this RFI, respondents shall submit written responses, not-to-exceed ten (10) pages in length via electronic mail.  Product specification, sketches, or listings of authorized distributors will not count toward the page limitation.  The Government is interested in identification of long lead items(s), sub-systems(s), or systems(s). 

The Government does not intend to award a contract on the basis of this request or to otherwise pay for the information solicited.  Proprietary information will be safeguarded in accordance with the applicable Government regulations.  All information received in response to the RFI that is marked PROPRIETARY will be handled accordingly.  The Government will not be liable for or suffer any consequential damages for any proprietary information not properly identified.  Responses to this RFI will not be returned.  Respondents will not be notified of the result of the review. 

Failure to respond to this RFI does not preclude participation in any future associated RFP that may be issued.  Information provided in no way binds the government to solicit or award a contract.  If a solicitation is released, it will be synopsized on the Beta System for Award Management (Beta SAM) website: www.beta.sam.gov. It is the potential vendor’s responsibility to monitor this site for the release of any follow-on information.

HOW TO RESPOND

Interested parties are requested to respond to this RFI with a PDF Document Format.  Responses shall be limited to 10 pages and submitted via e-mail only to leann.spann@navy.mil.  Proprietary information, if any, should be minimized and must be clearly marked.  Responses are due no later than 17 August 2020, 3:00 P.M. EST.

Responses to this RFI will not be returned.  Respondents will not be notified of the result of the review.  If a solicitation is released, it will be synopsized on the Beta System for Award Management (Beta SAM) website: www.beta.sam.gov.  It is the potential vendor’s responsibility to monitor this site for the release of any follow-on information.

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