application guidelines - surreyplace.ca · surrey place centre – crm & erp system request for...

2 Surrey Place, Toronto, ON M5S 2C2 / T: 416-925-5141 / F: 416-925-5645 / W: www.surreyplace.on.ca

Surrey Place Centre is Accredited with Accreditation Canada and Achieved Exemplary Standing 2012 - 2016

Application Guidelines

Request for Proposals (RFP)

To Provide an CRM & ERP System

Issued: Friday July 22, 2016

Application Deadline: Friday August 12, 2016 at 5:00PM EST

Please Direct Submissions to: Edwin Cui

Financial Analyst and Procurement Officer Surrey Place Centre

2 Surrey Place Toronto, ON M5S 2C2

[email protected]

Living Your Potential – All Your Life! Enabling full participation for people with developmental disabilities.

http://www.surreyplace.on.ca/

mailto:[email protected]

Surrey Place Centre – CRM & ERP System Request for Proposal

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Contents

1. Background Page 3

2. Scope of Services Page 5

3. Form of Proposal Page 7

4. Evaluation Criteria Page 8

5. Terms and Conditions Page 9

6. Key Dates and Contact Information Page 12


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1. Background This Request for Proposals (RFP) is issued by Surrey Place Centre (SPC) for the purpose of selecting an IT Services

firm to provide an integrated CRM and ERP system.

SPC’s mission is to help people of all ages with developmental disabilities and autism spectrum disorder to lead

healthy and socially inclusive lives using our exemplary skills in interdisciplinary clinical services, education and

research. Our vision is “Living Your Potential – All Your Life!”

With a compassionate commitment to improving the lives of people with developmental disabilities and autism

spectrum disorder and their families, we believe in:

Collaboration. We succeed by working together with our clients, families and community and government

partners.

Accountability. We do what we say we will do and deliver the best possible results for the people we serve.

Innovation. We develop new ideas and approaches to share with the world.

Respect. We seek to understand before being understood and accept differences in a professional and

caring manner.

Responsiveness. We respond to the needs of our clients and partners promptly with excellence.

Our 2015-2020 strategic directions are:

Strengthening Our Capacity. We will strategically invest in our people and infrastructure to provide the

highest standards of service for our clients and their families.

Bridging the Gaps in the System. We will improve the quality and efficiency of developmental services

locally and provincially by strengthening and expanding our collaboration with the health system.

Building Upon and Leveraging Our Life-Span Model. We will expand and share our interdisciplinary

expertise for all ages with our community partners and improve our best practices through research and

education for the benefit of our clients throughout their life-span.

Shaping the Future. We will partner with government to enhance the provincial system of services and play

a role in influencing government policy related to developmental, autism spectrum disorder and health

services.

Building a Centre of Excellence. We will enhance our profile and overall effectiveness by focusing on quality

of care, applying best practices, creating and sharing knowledge and promoting innovations provincially,

nationally and internationally.

SPC offers a variety of groups and workshops for clients, families and caregivers, as well as extensive education

and consultation services to community agencies. Our comprehensive programs and services range from

assessment, diagnosis, and one-on-one treatment, to family counselling and group support and is provided by a

broad network of clinicians and professionals.


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SPC is affiliated with the University of Toronto and other academic institutions and is a teaching site for students

in a variety of health care professions.

SPC is accredited by Accreditation Canada with Exemplary Standing (2012-2016).

SPC has approximately 400 employees located at 13 sites in the Greater Toronto Area. For additional information on SPC, please refer to:

SPC’s most recent Annual Report Website Link To Annual Report

SPC’s most recent Audited Financial Statements Website Link To Audited Financial Statements

http://www.surreyplace.on.ca/resources-publications?id=112:annual-reports

http://www.surreyplace.on.ca/accountability


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2. Overview 2.1 Vision for this RFP SPC is currently using the KIDS (Kinark Information Database System) for clinical client data management. This system is end of life, and has substantial limitations that cause work arounds, and multiple locations for client data to reside. A significant amount of client data is produced in hardcopy/paper format, which is then digitized through scanning, and stored in a Xerox Docushare document management system. SPC is using InfoHR as their HR information system, and Sage 300 with ADP for financial and payroll functionality. Since Sage 300, ADP, and InfoHR are not integrated, there is much manual work and duplication that occurs to transfer information from one system to another, for example, to meet payroll obligations. The objective of this RFP is to select a single integrated CRM & ERP System (the “System”) and the team implementing the System that will support the planning and execution of the project. Proposals will be evaluated based on the criteria outlined in Section 4. 2.1.1 CRM System SPC requires a client management (CRM) system to support its clinical client data alongside its program information, including:

Advanced client profiles available both on premise and on the Cloud

Program data and analysis that can be linked to specific clients

Standardized client intake processes 2.1.2 ERP System SPC requires an enterprise resource planning system to support its human resources management and its financial requirements, including:

Financial management tools including AP, AR, and GL that also integrate into Payroll

HR and Payroll management tools that integrate directly with schedules

Advanced online capabilities supported both on premise and on the Cloud


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3. Project Details 3.1 Objectives The key objective of the System is to assist SPC to manage the operational aspects of a complex three-year

growth plan. In order to achieve this, the System must have efficient user processes; it must be scalable and

allow for integrated and timely reporting from all modules, enhance internal controls and enhance the

integration with operating systems.

Our objectives for this project are:

A single integrated System for CRM and ERP to replace the current KIDS, InfoHR, Sage 300 (AccPacc), ADP,

AbelMed, and RaisersEdge systems

A single look and feel of the System that allows for ease of use and fast user adoption

Adaptability and the ability to evolve over the long term as SPC needs evolve

Strong analytical capabilities, dashboards, drill downs

Simple Operations and Maintenance of the system

Cloud hosted or on premises options

A cost effective solution, including initial investment and ongoing maintenance costs

3.1.1 CRM Modules

This portion of the system should be dimensioned for 3 administrators and 400 occasional users.

Modules Desired

Client Profiles Yes

Process Flow Automation Yes

Standardized Forms Yes

Scheduling for Clinical Staff and Clients Yes

Client Case Notes Management Yes

Secure Access on Mobile and Tablet Yes

Authorization Controls Yes

Automatic Alerts for High Risk Clients Yes

Program Management Yes

Integrate Program and Client Data Yes

Communication Preference Management Yes

Wait List Management Yes

External Portal for Partner Organizations Yes


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3.1.2 ERP Modules This portion of the system should be dimensioned for 15 core users and 400 occasional users.

Modules Desired

General Ledger Yes

Accounts receivable Yes

Sales Invoicing Yes

Accounts Payable Yes

Purchase Orders Yes

Purchase Requisitions Yes

Bank Reconciliation Yes

Fixed Assets Yes

Grant Funding Management Yes

HR – Employee Records Yes

HR – Certification Management Yes

HR – Time Entry Yes

HR - Scheduling Yes

HR – Payroll Yes

Employee Self Service Portals Yes

3.1.3 Vendor Services The Vendor is to provide the following services:

Services Desired

Analysis and Consultation Yes

Setup and Configuration Yes

Training Yes

Deployment and Go Live Yes

Maintenance and Support Yes


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3.2 Functionality Weighting The Enterprise System project includes the following modules and details:

Criteria

Weighting 3=Critical

2=Strategically Important 1=Desirable

Generic Functionality

- Security 3

- Work flow 3

- Ease of use 3

- Customization capabilities 2

- Integration capabilities 2

- Online accessibility 3

Implementation Functionality

- Analysis and Consultation 3

- Setup and Configuration 3

- Training 3

- Deployment and Go Live 3

- Maintenance and Support 3

Client Management Functionality

- Client Profiles 3

- Secure Mobile Access to Client Profiles 3

- User Interface Optimized for Mobile and Tablet Environments 3

- Authorization Controls 3

- Alerts and Instant Updates for High Risk Clients 3

- Standardized Intake Process Flows for Onboarding New Clients 3

- Simultaneous Multi-User Access 3

- Automatic Data Updates 3

- Integrate Client Profile with Information about Doctors, Therapists, etc. 3

- Manage Individual Client Care Programs 3

- Ability to Attach Important Documents to Client Profiles 3

- Manage Client Waiting Lists for All Programs and Age Groups 3

- Analyze All Organizational Interactions with the Client 3

- Analyze All Client Data Visually – Charts, Tables, etc. 3

- Advanced Find Capabilities 2

- Export Client Lists to Excel 2

Program Management Functionality

- Track Program Enrollment and Intake 3

- Manage Program Compliance with Regulatory Funders 3

- Track Success Rates and Program Results 2

- Track Outcomes and Impact Rates 2


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- Standardized Process Flows for Managing Volunteers and Constituents 2

- Export program data to Excel 2

Volunteer/Constituent Management Functionality

- Volunteer Qualification and Communication Management 2

- Track Constituent Communication Preferences 2

Financial Functionality

- General ledger 3

- Financial and Statistical Reporting 3

- Project Accounting 3

- Reporting Structures 3

- Funds Control 3

- Budgeting and Forecasting 3

- Accounts Payable 3

- Accounts Receivable/Billing 3

- Cash Management 3

- Asset Management 3

- Expense Management 3

- Sales Invoicing 2

- Purchase Orders 3

- Purchase Requisitions 3

- Bank Reconciliation 3

- Fixed Assets 2

Supply Chain Functionality

- Contract Management 2

- Inventory 2

HR Functionality (including volunteering)

- Recruitment/Onboarding 3

- Performance Management 3

- Employee Self-service 3

- Employee Records 3

- Training administration and certification management 3

- Pensions and Benefits Administration 3

- Time Entry, Attendance Tracking and Disability Management 3

- Compensation Administration and Management 3

- Employee Relations & Grievance Management 3

Payroll

- Does not require duplicate data entry 3

- Self-service & Workflow 3

Business Intelligence Functionality

- Dashboards 3

- Ad hoc Report Writer 3

Donation Management

- Track Pledges and Donations 3


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- Analyze Donation Data and Trends 3

- Issue Tax Receipts 3

Vendor Vision 3

Cost of License and Service 3

Quality of service and support 3

Internal costs 2

Underlying technology – preferred Microsoft platform & SharePoint integration

2


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3.3 SPC Programs and Services Overview The following diagram provides a summary of the programs and services offered based on age category.


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3.4 High Level Clinical Service Process Overview The following diagram depicts the business process at a high level. Each Surrey Place Centre service area is impacted within this process, but there are some variations depending on the client’s needs and status. For example, if the client is on the Recall list, or if they are waiting for a service block, then they do not go through the registration process again. An active referral can be registered for multiple services. When all Services are closed, then the client is discharged. When a centralized Care Plan is in effect, a team manages the client services more closely.


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4. Evaluation Criteria Proposals will be evaluated based upon the following criteria: 1. Vendor Suitability (30%)

1.1. Corporate Experience: 1.1.1. Demonstrated experience in providing CRM & ERP solutions for similar sized non-profits 1.1.2. Professional qualifications, knowledge and experience in the non-profit sector 1.1.3. Organizational reputation in its industry and particular areas of expertise which may be of value

beyond the normal engagement 1.2. Experience of the Project Team

1.2.1. The background, education, qualifications and relevant experience of staff assigned to the engagement

1.3. Degree of fit between both organizations and willingness to contribute to the organization’s vision and mission

1.4. Reference checks 2. Solution Suitability (40%)

2.1. Understanding of the Requirements 2.2. Implementation Plan and Approach 2.3. Training, and Certifications 2.4. Value Add 2.5. The quality of the proposal submitted in meeting the scope requirements

3. Total Pricing (30%) Please note that:

Submissions that do not meet the evaluation criteria will be disqualified.

In order to be fair to all proponents, late submissions and phone calls or emails to discuss the applications status will not be accepted.

Only short listed applicants will be contacted.

All short listed applicants will be notified of the status of their application.


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5. Proposal Contents and Format The following format and sequence should be followed in order to provide consistency in Proponents’ responses

and ensure each Proposal receives full consideration.

SECTION RELEVANT SCHEDULE

TAB 1 — CORPORATE

Corporate profile & experience Schedule 1

TAB 2 — IMPLEMENTATION TEAM

Implementation team roles and

qualifications

Schedule 2

References Schedule 3

TAB 3 — IMPLEMENTATION SERVICES

Implementation methodology Schedule 4

Project tasks & activities Schedule 4

Training & Solution introduction Schedule 4

TAB 4 — PRICING

Costs of software Schedule 5

Cost of services Schedule 5

TAB 5 — SYSTEM

Differentiating criteria Schedule 6

Software upgrade plan Schedule 7

TAB 6 — OTHER

Optional/other services Schedule 8


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6. Terms and Conditions

6.1 Delivery of Proposal Sealed envelopes containing five (5) hard copies of your proposal must be received at the address noted below by Friday, August 12, 2016 at 5:00pm EST.

Edwin Cui Financial Analyst

Surrey Place Centre 2 Surrey Place, Toronto, ON, M5S 2C2

Please also submit one (1) electronic copy to: [email protected]. 6.2 Proposal Time Limit Each bidding company shall commit that the proposal is valid and accurate for 120 days from the closing date Friday, August 12, 2016. 6.3 Selection Process Surrey Place Centre (SPC) reserves the right to accept or reject any proposals. SPC will review all applications. The award will be based on a review of the proposals against all evaluation criteria and will not necessarily be awarded based on the lowest price offered. Each firm will be provided with fair access to information, as requested by e-mail or in writing (see Key Dates). Additional written materials, to ascertain the qualification of applicant may be requested. 6.4 Inquiries Respondent should e-mail (please do not telephone) all questions to: [email protected]. 6.5 Liability Insurance All firms are requested to warrant that the firm does not currently have any outstanding liability claims that may impact on the future health of the firm. Additionally, the firm must maintain sufficient liability insurance relevant for a client of our size. The liability coverage must be confirmed. 6.6 Conflict of Interest Applicants responding Applicants responding to this RFP may not have any personal or business interest that would present an actual, potential or apparent conflict of interest with the performance of the contract to be awarded.


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6.7 Distribution of the Invitation for Proposals This invitation has been released: 1. By notice to potential applicants identified by Surrey Place Centre using the Government of Ontario`s Vendor of Records system 2. By publication on Surrey Place Centre’s website and MERX.COM. 6.8 Surrey Place Centre is not Committed to Applicant’s Expenses The application process will not necessarily result in a commitment to sign a contract with the Applicant. SPC shall not be liable for any expenses incurred by any Applicant, including the expenses associated with the cost of preparing the Application. 6.9 Expense claim and reimbursement rules SPC will not pay or reimburse an auditor for any hospitality, incidental or food expenses, including but not limited to expenses in respect of meals, snacks, beverages, gratuities, laundry or dry cleaning, valet services, dependent care, home management and personal telephone calls. Reimbursement for allowable expenses can be claimed and reimbursed only when the contract specifically provides for it. 6.10 Successful Applicant The successful applicant will be required to enter into a Service Agreement with Surrey Place Centre. Please be advised that successful Applicants will be required to:

Provide the services for a defined period of time;

Provide invoices to Surrey Place Centre on account of their services, accordingly;

Provide Surrey Place Centre with an HST number for their business; and

Report their income and directly remit the payment of all taxes or payments assessed or levied against or in respect of their business, including income tax, Canada Pension Plan, and all other premiums or levies required by law to the appropriate Government Agency.

The successful applicants will be required to adhere to all Surrey Place Centre’s Human Resources Policies.

6.11 External Factors Surrey Place Centre reserves the right to withdraw this RFP or terminate the resulting contract within the terms of the contract without penalty. Surrey Place Centre programs and services receive funding from various sources and therefore all contracted services are subject to budget constraints.


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6.12 Bid dispute resolution process and procedure Unsuccessful vendors can request a debriefing within 60 calendar days following the date of the contract award

notification. The request should be submitted to Procurement Officer. The Procurement Officer will respond to

the vendor and arrange a vendor debriefing with 10 business days of receiving the request.

When conducting vendor debriefings, Surrey Place Centre will:

Confirm with each vendor the date, time and location of the debriefing session in writing;

Conduct separate debriefings with each vendor;

Not disclose information concerning other vendors, other than the names and addresses of vendors

who participated in the competitive process

Not answer questions unrelated to the competitive process;

Provide a general overview of the evaluation process set out in the procurement document;

Discuss strengths and weaknesses of a vendor’s submission in relation to the specific evaluation criteria.

Provide suggestions on how the supplier may improve future submissions;

Address questions and issues raised by the supplier in relation to their submission.

Subsequent the vendor debriefing, if a vendor wishes to dispute the outcome of the procurement process, the

aggrieved party is to file the bid protest in writing, with Vice President, Finance and Administration, by

registered mail, within 10 business days of the debriefing meeting. A protest in writing shall include the

following:

The name and address of the Complainant;

Identification of the contract or bid solicitation being protested;

The date of debriefing and name of procurement officer who conducted the debriefing;

Detailed and factual statement of the grounds for protest;

The Complainant’s arguments and supporting documentation; and

The Complainant’s requested remedy.

The Vice President, Finance and Administration will respond, in writing, to the Complainant within 10 business

days of receiving the protest. The final decision on the issue will come from the Vice President, Finance and

Administration, in consultation with the Chief Executive Officer and shall be considered final and conclusive.

6.13 Information disclosure Any confidential information supplied to Surrey Place Centre may be disclosed by Surrey Place Centre where it is obliged to do so under the Freedom of Information and Protection of Privacy Act (FIPPA), by an order of a court or tribunal or otherwise required at law.


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7. Key Dates and Contact Information

RFP Issue Date Friday July 22, 2016

Bidder’s questions deadline Wednesday August 3, 2016 at noon EST

Deadline for proposals Friday August 12, 2016 at 5:00PM EST

Evaluation Committee recommendation to the Board of Directors for approval

Wednesday August 31, 2016

Edwin Cui

Financial Analyst Surrey Place Centre

2 Surrey Place, Toronto, ON M5S 2C2 [email protected]

mailto:[email protected]


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RESPONSE SCHEDULES


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SCHEDULE 1 — CORPORATE PROFILE & EXPERIENCE

1. Identify all firms proposed by the Proponent to provide services and products for the project (e.g.

VAR/implementer and vendor). Identify the specific corporate role or discipline each firm will contribute

to the project. Identify location of all firms.

2. Describe the Systems that have been implemented by the Proponent and its team within the last five

years only, and which are relevant to the scope described in this RFP. Include System name and

modules, location, client name, scope of services provided, duration of project (including year), value of

project, value of services and key personnel named for this project that were involved.

Table format:

System Name

& Modules

Location of

Install

Client Name Scope of

Services

Provided

Duration of

Project incl.

Year(s)

Value of

Project

Value of

Services

Key Staff

Involved

VAR/Implementer

Software Vendor (if different than above)

3. Provide a description of each of the items in the following list:

- Year the business was formed

- Types of services provided by the company

- Details on training methodologies

- Please list similar types of projects


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SCHEDULE 2 — IMPLEMENTATION TEAM ROLES & QUALIFICATIONS

1. Provide a project organization chart. Identify implementation team members by name that will be

actively and directly contributing to the services for the project. Identify where additional resources (i.e.

subject matter experts not part of core project team) fit into project organization.

2. Provide a table that identifies all key personnel on this project, their specific role/title on the project,

their years with the firm and their total years of relevant experience.

Table format for item 2

Name Project Role/Title Years with Firm Years Relevant

Experience

3. Provide a summary of the relevant experience of each of the key personnel. Any resumes can be

attached as appendices.


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SCHEDULE 3 — IMPLEMENTATION TEAM AND VENDOR REFERENCES

1. Provide up to five recent references that show specific relevance to the Project. For each reference,

provide the name of the organization and number of employees; a project summary, including the

location, project date & duration; the modules implemented and number of concurrent users; contact

name, title and phone number. Note: The Proponent will be notified before references are contacted.

2. Indicate the names of team members used on the referenced projects that will be involved in the

services for this project.

Table format:

Name of

Organization

Number of

Employees

Project Summary

incl. Location, Date

& Duration

Modules No. of

Users

Name(s) of

Team

Member(s)

Contact

Name & Title

Contact

Phone

Number


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SCHEDULE 4 — IMPLEMENTATION METHODOLOGY & ACTIVITIES

1. Describe the methodology to successfully manage and complete the system implementation.

2. Provide a list of specific activities and tasks in relation to the scope of services.

3. Identify key project deliverables and identify major input or review meetings. Confirm the availability of

the team as well the Proponent’s ability to meet the expedited implementation schedule.

4. Describe in detail the training that will be provided as part of the implementation services.


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SCHEDULE 5 — PRICING WORKSHEET

List and define any and all costs associated with the procurement of your application that are not listed in the

chart below. Ensure that all costs are represented. Include any relevant footnotes in the Notes section below

for purposes of clarification.

For licensing, please indicate the estimated number of system users included in this proposal, as well as a

description of the type of license being quoted (whether it is by named user, by concurrent user, by role, by

server, or by the number of transactions). Include any relevant comments in the Notes section below.

Services One-Time Costs Recurring Costs

Software/Licensing

Other

Grand Total

NOTES: Please add additional notes that may be helpful in interpreting the above pricing.


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SCHEDULE 6- SOFTWARE REQUIREMENTS

This schedule identifies the key requirements or features and functionality of a new CRM & ERP software

system. It is not intended to capture every requirement SPC has for new software; it focuses primarily on those

criteria that will help differentiate between the vendor options and will be most useful in the creation of the

Short List of vendors who will be considered.

General:

A fully integrated CRM & ERP solution with full interoperability with Microsoft Office 365 & products

A simple process for feature recommendations

Full Audit trail capabilities

Ease of (self) management of the system on an ongoing basis

API availability and integration capabilities

CRM:

End-to-end clinical process continuity

Ease of use and ease of adoption for our user base

Ease of workflow creation and customization

Integration with HL7 compliant systems.

ERP:

Tight integration of HR and Finance sub-systems

Self-service availability for HR and Finance user

Benefits tracking specific to SPC


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SCHEDULE 7 - SOFTWARE UPGRADE PLAN

1. Describe the upgrade plan for the proposed software package, including planned functionality and

product road maps for major releases.

2. Describe planned support or integration with any future proposed systems, e.g. constituent

management, grant management, etc.


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SCHEDULE 8 - OPTIONAL/OTHER SERVICES

Max 3 pages

1. The Proponent may recommend additional modules (e.g. constituent Management, client and program

management). Identify them here.

2. Provide details of any ongoing user conferences that are organized either by the software vendor or by

a community of practice that might be of interest.

3. Provide details of any technical or other services that could be provided which are outside the current

scope of services, but are believed to be essential to the successful completion of the Project. Include

time and cost estimates of such additional services.

NB: SPC reserves the right to accept or not accept any or all proposed alternate, optional or other services.