Customer Relationship Management (CRM) Support Services
ID: 01519Type: Sources Sought
Overview

Buyer

COMMERCE, DEPARTMENT OFNATIONAL TELECOMMUNICATIONS AND INFORMATION ADMINISTRATIONDEPT OF COMMERCE NTIA/FIRST NETRESTON, VA, 20192, USA

NAICS

Other Computer Related Services (541519)

PSC

IT AND TELECOM - BUSINESS APPLICATION/APPLICATION DEVELOPMENT SUPPORT SERVICES (LABOR) (DA01)

Original Source

https://sam.gov/opp/ea0a144083b64370997ac7c24e320b90/view
Timeline
    Description

    The Department of Commerce, specifically the National Telecommunications and Information Administration (NTIA), is seeking qualified vendors to provide Customer Relationship Management (CRM) Support Services for the First Responder Network Authority (FirstNet Authority). The primary objective of this procurement is to enhance the Microsoft Dynamics 365 CRM tool to improve stakeholder data management, automate workflows, and integrate analytics for better decision-making in public safety engagements across the U.S. This initiative is crucial for ensuring effective communication and collaboration with public safety stakeholders, thereby bolstering the capabilities of the FirstNet Authority. Interested vendors should note that the estimated contract value ranges from $1.8 million to $2 million, with responses to the Sources Sought Notice due by January 31, 2025. For further inquiries, potential bidders can contact Brandon Payne at brandon.payne@firstnet.gov or call 240-243-3399.

    Point(s) of Contact
    Brandon Payne
    (240) 243-3399
    brandon.payne@firstnet.gov
    Files
    Title
    Posted
    Attach_1_SSN_CRM_(SAM).pdf
    The Sources Sought Notice (SSN) issued on January 21, 2025, seeks information regarding Customer Relationship Management (CRM) Support Services. It emphasizes that this notice is for information gathering only and does not constitute a solicitation or commitment for contract award. The estimated cost for this requirement, spanning a base period and four option years, is projected between $1.8 million and $2 million. Interested vendors are invited to provide specific information about their organization, including details like the Cage Code, UEID, and business size status. They must also demonstrate capabilities in key task areas outlined in the Draft Performance Work Statement—CRM Task Tracking, Workflow Automation, and Application Configuration. Additionally, responses should discuss data management, automation, integration approaches, training, and support. Examples of previous CRM-related work in the last five years are also requested. Responses are limited to 10 pages and must be submitted via email by January 31, 2025. This SSN aims to inform the government’s strategy in acquiring CRM support services, facilitating a more structured and capable solicitation process in the future.
    Attach_2_DRAFT_PWS.pdf
    The Performance Work Statement (PWS) outlines the requirement for Customer Relationship Management (CRM) Support Services for the First Responder Network Authority (FirstNet Authority). The contract aims to enhance the Microsoft Dynamics 365 CRM tool to better document and analyze engagements with public safety stakeholders across the U.S. The primary goals include improving stakeholder data management, automating workflows, and integrating analytics to support decision-making. Key tasks include tracking and managing CRM modifications, automating CRM workflows, and ensuring optimal performance through application configuration and testing. The contract will operate over five years, beginning August 1, 2025, with options to extend annually. The work will mainly take place at the contractor's site, with a focus on delivering detailed reports, functionality enhancements, user training, and ensuring compliance with federal regulations such as Section 508 for accessibility. The document emphasizes collaboration between contractor and government staff, the need for high-quality deliverables, and procedures for addressing performance issues. Overall, the PWS articulates the FirstNet Authority's commitment to bolstering its CRM capabilities to effectively serve the public safety community.
    Attach_3_Questions_CRM_(SAM).xlsx
    The TSO Industry Day provided a platform for stakeholders to pose questions related to the Performance Work Statement (PWS) as part of a federal initiative. The event, held on January 21, 2025, aimed to clarify requirements and expectations associated with upcoming federal requests for proposals (RFPs). Participants submitted inquiries covering a range of topics pertinent to the PWS, likely seeking insights that would facilitate compliance and improve proposal quality. Although specific questions weren't detailed, the structured format suggests a focus on ensuring that all parties have aligned understanding of the project scope. This proactive engagement indicates commitment to facilitating transparent communication and collaboration among government entities and potential contractors. The results of this Industry Day could significantly impact bid preparations and the overall success of future projects, underscoring the importance of stakeholder input in government contracting processes.
    Lifecycle
    Title
    Type
    Customer Relationship Management (CRM) Support Services
    Currently viewing
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