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ActionAid UK Confidential
Customer Relationship Management System
ActionAid UK
Request for Proposal/Quote
ActionAid UK33-39 Bowling Green Lane,
London EC1R OBJ
Tel: 0203 1220561www.actionaid.org.uk
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ActionAid UK Confidential
Table of Contents
1 Copyright Information..........................................................................................22 Document History.................................................................................................23 Glossary................................................................................................................34 Organization Information.....................................................................................3
Our vision....................................................................................................................3Our mission.................................................................................................................3
5 Current Situation Overview..................................................................................46 Project Purpose & Scope.......................................................................................57 Requirements Detail.............................................................................................68 Supplier Instructions.............................................................................................7
8.1 Schedule for Evaluation Process........................................................................108.2 Proposal Submission & Contact Information.....................................................138.3 Notifications......................................................................................................13
9 Basis of Award....................................................................................................14
1 Copyright Information This document is the proprietary and exclusive property of ActionAid UK (referred as ActionAid UK) except as otherwise indicated. No part of this document, in whole or in part, may be reproduced, stored, transmitted, or used for design purposes without the prior written permission of ActionAid UK.
The information contained in this document is subject to change without notice.
The information in this document is for information purposes only.
2 Document History
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ActionAid UK Confidential
Version Date History Name 1.0 4.9.20 Document created Mark Wilson1.1 11.9.20 Final Revision Mark Wilson/Katherine Griffis
3 GlossaryAA ActionAid AAUK ActionAid UKAAI ActionAid InternationalCRM Customer Relationship ManagementBI Business IntelligenceDfID Department for International Development
4 Organization Information
ActionAid is an international charity that works with women and girls living in poverty.
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ActionAid UK Confidential
Our dedicated local staff are changing the world with women and girls. We are ending violence and fighting poverty so that all women, everywhere, can create the future they want.
Our vision
A just, equitable and sustainable world in which every person enjoys the right to a life of dignity, freedom from poverty and all forms of oppression.
Our mission
To achieve social justice, gender equality, and poverty eradication by working with people living in poverty and exclusion, their communities, people’s organisations, activists, social movements and supporters.
We focus on the rights of women and girls because poverty is complex. It’s more than a lack of money. It’s also a lack of choice and power.
For women and girls, poverty means having fewer opportunities than men and boys. In the world’s poorest places this means living on the margins of society, often facing discrimination, exploitation and violence.
How we raise funds
ActionAid UK fundraises primarily in the UK, from members of the public, trusts, corporates and from Institutional donors such as DfID. One of our core fundraising products is Child Sponsorship, which contributes the bulk of the £28m that we raise annually through regular committed giving.
More information on the organisation will be made available upon request or can be accessed through our website www.actionaid.org and www.actionaid.org.uk
5 Current Situation Overview
ActionAid UK is the largest funder of the ActionAid Federation, and as such plays a key role in the federation’s global fundraising. ActionAid UK is dependent on systems and technology to deliver the key strategic
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objectives and the implementation partner will play a key role in supporting our ambitions laid out in our 5-year strategy “Together, with women and girls”.
We are currently running two supporter databases; a bespoke Oracle based system called Infobase, that has been developed in-house over the last 22 years, and Raiser’s Edge, used for relationship management by our Major Donor, Trusts and Corporate teams in our Partnerships & Philanthropy (P&P) department.
We have committed to a new CRM Programme to integrate our disparate systems and to ensure that we have robust Customer Relationship Management (CRM) and Business Intelligence (BI) systems and tools in place. This will allow us to be flexible, innovative, provide exceptional supporter experience, relationship management and provide insight from our data to ensure that we are evidence led and using this to drive our fundraising and marketing programmes.
Our ActionAid UK Strategy 2018 – 2022 and The Resource Mobilisation Strategy commits to embedding a ‘Digital First’ culture into all voluntary fundraising activities. In order to achieve this, we must invest and update our CRM and BI systems and tools. This programme is laying the groundwork for growth to enable this to happen in the next strategy period.
As part of our CRM programme, we have also begun development on a Data Warehouse to provide us with a single source of truth to improve our reporting and decision-making capabilities, and to aid in data migration to our new CRM solution.
As mentioned above, Child Sponsorship is AAUK’s single biggest source of income at present, and this is also true for the ActionAid federation as a whole. This is a complex area for any CRM to manage, so needs special attention. Additionally, ActionAid International are developing a new global child sponsorship database. The timing of this is imprecise, but testing of data flows and how users can interact between the two systems will be important.
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ActionAid UK Confidential
6 Project Purpose & Scope
This request for proposal (RFP) is established on behalf of ActionAid UK.
Programme Objectives
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ActionAid UK Confidential
Deliver a new platform CRM solution to replace our existing two databases (Infobase and Raiser’s Edge) and to integrate with our other systems including our Data Warehouse, our finance system (Sun), our international Child Sponsorship database and our website.
The main – tangible – outcomes will be to: Appoint a CRM implementation partner in Q4 2020 Deliver against our detailed implementation plan, overall timings and
budget Deliver against our technical requirements specification Successfully complete the migration of data from our data
warehouse to the new system Deliver a programme of cultural change that brings users and our
wider staff body along with us and allows us to realise the potential of a new CRM platform
Have trained all users and arranged a programme of ongoing training Have in place suitable arrangements for post-implementation
maintenance and support
Success criteria
Our success criteria are to have delivered on our programme delivery objectives, plus the key programme benefits that we mapped out in our Vision workshop in June 2020. These are:
Improved income generation opportunities Improved supporter experience More agile in supporting new product development More engaged audiences Improved evidence base/test and learn decision making Improved staff experience Assured compliance
Further information can be found in Annex A – Benefits map
Project Scope
Activities that are in scope for this programme include:
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ActionAid UK Confidential
• Contact relationship management with individuals, financial supporters, other organisations, influencers, and suppliers.
• Supporter management • Production of reports and analysis of data• Event management• Management information • Campaign and appeal management • Communications and mailings, including bulk mailings to supporters• Legacy administration• Marketing automation • Digital integration• Lottery management • Finance and Income processing• Child Sponsorship commitment management • Fulfilment
Additionally, in scope is a change management process to support staff through this programme, and systems change required to deliver functionality and reporting relating to the above activities. Integration with 3rd party systems that we use for our website, Data Warehouse, Child Sponsorship database, taking payments, contact centre operations, and management of our finances is also in scope, but any unrelated development of those systems isn’t.
7 Requirements Detail
Please refer to Annex B - ActionAid UK CRM requirements
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8 Supplier Instructions
Supplier responses
This section describes the information and format that suppliers are requested to follow when responding to this RFP, together with the minimum contents of each section/sub-section.
Management summary
Suppliers are asked to provide a summary of:
The proposed solution How their solution will support ActionAid UK in meeting, and
quantifying, the expected benefits as described in the requirements document
How their solution and relationship with the organisation would add value beyond implementation of the core system.
Approach to managing the project, and expectations in terms of roles and responsibilities on both sides.
Approach to implementation Approach to data migration Approach to training Details of any opportunities and risks Details of any constraints and assumptions
Requirements response
Suppliers are asked to refer to the CRM system requirements document in Annex B, and may also refer to information on CRM volume statistics and user numbers that we have provided in Annex C.
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Suppliers are asked to complete the tables in the requirements document, and comment on the general requirements identified in the CRM requirements documentation. These represent a high-level list of the areas of functionality that any new system would need to meet. Please note that ActionAid UK’s key objective is to obtain a solution that supports and improves the documented processes and delivers the project goals listed in the requirements document. Suppliers are therefore encouraged to propose new ideas and innovative ways, over and above the requirements listed, that may improve the processes.
We would like you to demonstrate how your solution delivers on our requirements, with particular emphasis on financial business critical activities such as Direct Debit and Gift Aid management, and activities at ActionAid that are non-standard in the sector such as Child Sponsorship.
Explain options for hosting and managing the system including any minimum recommended connection (dedicated or otherwise) for remote hosting
Provide a list of the reports that would be provided as standard with the system
Provide options relating to the data migration task, if appropriate, and outline at least two examples of similar data migrations you have undertaken
Contracts and costs
Suppliers are asked to:
Provide copies of their standard contracts for the software licensing, implementation, and support and maintenance
Provide a copy of their standard charging models; this should include an explanation of licenses.
Complete the schedule of indicative costs, included as Annex E (note: it is expected that costs will be discussed and refined during the selection process).
Describe their approach to version upgrades and new releases, including whether these are compulsory and the charging policy
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Describe their method and approach to technical support; this should include an overview of the changes that ActionAid UK would be able to make to the system and those that would need to be the supplier’s responsibility
Explain the supporting documentation provided and their approach to producing and maintaining the documentation, including technical system documentation, user manuals and online help
Supplier information
Suppliers are asked to provide the following general information regarding their company and staffing, in particular:
The location of the company's main offices The location of the office that would provide technical support (if
that is different) and methods of providing technical support. Example CVs of staff who would work with ActionAid UK on the
implementation of the system. Confirm that all staff are paid at least the Living Wage (£9.30 per
hour) or London Living Wage (£10.75 per hour) if appropriate. /* to reflect ActionAid UK policy – there maybe other policies to include here */
The company’s accessibility standards and how the software is designed to meet those standards.
Details of customers and reference sites
Suppliers are asked to provide details of:
The number and names of customers who are currently using software of a similar nature to that proposed for ActionAid UK (including the number that are charities or not-for-profit organisations)
Two case studies demonstrating the extent to which the supplier has challenged the customers’ approaches and processes to support change management, to deliver benefits and to add value beyond the required functionality
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Any other reference material you consider relevant
Checklist for response: Your proposal Indication of ability to meet each of our requirements in Annex B Annex D - New Supplier Questionnaire Annex F - Costs Framework
8.1 Schedule for Evaluation Process
The expected timeline for the evaluation and decision-making process is as follows:
RFP stage through to selection of preferred supplier:P stage through to selection of preferred supplier:
Process step DateRequest for Proposal (RFP) distributed
16.09.2020
Suppliers confirm receipt of RFP and indicate whether likely to respond
As soon as possible
Adapta on behalf of ActionAid UK gathers and collates any supplier queries; ActionAid UK provides responses
Up until 13.10.2020
Suppliers submit completed responses to RFP
14.10.2020
ActionAid UK reviews responses and selects a short-list of suppliers to invite for presentations
26.10.2020
Suppliers present overview of their proposed solutions (based on scenarios to be provided by ActionAid UK)
11.11.2020
ActionAid UK follows up with suppliers as needed with any further questions
12.11.2020 to 16.11.2020
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ActionAid UK Confidential
ActionAid UK agrees preferred supplier and solution
17.11.2020
Due diligence/implementation preparation stage:
Process step DateTaking up references for preferred supplier By 7.12.2020Financial/company checks By 24.11.2020Preferred supplier works with ActionAid UK staff to develop prototype (under short-term contract)
24.11.2020 to 4.12.2020
Prototyping sessions delivered w/c 7.12.2020Discovery activity (detailed scoping/system configuration analysis resulting in refined proposal and full implementation plan) – to be carried out as commissioned work/first step in implementation but without obligation for ActionAid UK to proceed further
Completed by 8.02.2021
Contract negotiation (for full implementation) Completed by 19.02.2021
Suppliers are kindly asked to confirm receipt of this RFP at their earliest opportunity and in any event no later than 5.00pm on 18.9.20, together with an indication as to whether they are likely to submit a response.
Please also be aware in particular of the date for presentations, shown in bold. Suppliers are kindly asked to keep the presentations date clear in anticipation of being shortlisted.
Notes on RFP stage
Following evaluation of the responses to this RFP, ActionAid UK will invite short-listed suppliers to give a short presentation of their company and a demonstration of their software solution (based on a set of
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ActionAid UK Confidential
scenarios/stories to be provided by ActionAid UK), and to discuss their proposed approach to meeting ActionAid UK’s requirements. The meetings will be held virtually using Microsoft Teams or equivalent.
There may be queries arising from the presentations, in which case ActionAid UK will follow up with suppliers as appropriate. A preferred supplier will then shortly be confirmed by the CRM Steering Group.
Notes on Due diligence/implementation preparation stage
Once the preferred supplier has been appointed, a due diligence/implementation preparation stage will commence. Due diligence will be carried out by both ActionAid UK and the supplier. The due diligence will involve, among other activities, the preferred supplier preparing for a prototyping session in which the proposed system will be configured to show in greater detail how a select/agreed number of business processes might be carried out in practice. The preferred supplier will have access to relevant ActionAid UK staff while developing the prototype (which will be limited in scope to agreed processes only) and hence will be asked to allocate members of their proposed implementation team to spend time with staff in order to explore and understand the processes involved. The purpose of the prototyping is to provide ActionAid UK with further assurance, as part of its due diligence, that the choice of supplier and solution is correct for its needs.
Customer references and company checks will also be carried out during the due diligence period, potentially including virtual meetings with reference sites (organisations of a similar size/nature to ActionAid UK), running systems similar to those proposed.
Additionally, the supplier will be commissioned (as a costed activity) to carry out a detailed ‘discovery activity’ which will involve detailed scoping and analysis, as one of the first activities of the implementation itself. The discovery activity will also enable the supplier to refine, if required and within reason (for subsequent agreement and negotiation with ActionAid UK), any costings previously provided in the RFP response, so as to at this point provide a fixed price for the solution (subject to any assumptions
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ActionAid UK Confidential
which may apply). This final step will be carried out in parallel with negotiation of the contract for the full implementation.
Please note that ActionAid UK may, at its sole discretion, decide at any time during the due diligence stage to not proceed further with the preferred supplier and/or solution.
8.2 Proposal Submission & Contact Information
Please submit an electronic copy of your proposal no later than 9.00am on 7.10.20, including all supporting documentation to:
Katherine Griffis [email protected]
Any queries about the process or the requirements should be directed as follows:
During the week commencing 14.9.20
Email: [email protected]
Phone: 07866 621323
From 21.9.20 onwards Email: [email protected]
Phone: 07548 515291
8.3 Notifications
Suppliers will be notified regarding requests for additional information, formal presentations and the outcome of the selection process through email.
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ActionAid UK Confidential
9 Basis of Award
All proposals become the property of ActionAid UK and will be evaluated by the CRM RfP review panel.
Evaluation and selection of suppliers to provide products and services as defined in this RFP to ActionAid UK will be based on the following criteria, which are given in no specific order.
Likely overall financial cost to the organisation (taking into account both the initial costs and any recurring/annually payable charge; also to include licences, development and implementation, support, training)
Fit of implementing partner with the organisation, including understanding of the ActionAid UK’s culture and work, and ability to challenge and improve the organisation’s processes.
Predictability of the timescales for implementation (i.e. that the systems are implemented within the timescale predicted at the outset)
Expertise of proposed team Proposed ways of working and support terms Robustness of project systems and processes in place Depth of overall experience of supplier Company history and stability References provided Timely and complete response to RFP Information as provided by supplier or as available through other
sources Quality assurance offered Relevance and quality of functionality offered by the systems and
their ability to meet the organisation’s business requirements, including, but not limited to:
o Ease of use for staff o General configurability (screen forms, data structures,
workflow support, etc.)
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o Ease of producing reports and interrogating the data (i.e. different staff can produce the reports and queries quickly and easily)
o Ease of data sharing and ease of extraction of the data, i.e. for analysis purposes
o Futureproofing of the system to support new initiatives in the future
The CRM RFP review panel reserves the right to accept or reject any or all RFPs received.
The CRM RFP review panel team is made up of a combination of our CRM Steering Group and our CRM development workstream team. Members are:
Chief Operating Officer (CRM co-sponsor) Fundraising Director (CRM co-sponsor) Director of Community & Public Engagement CRM Programme Manager Deputy Director of Supporter Operations (CRM Senior Responsible
Officer) Head of IT Head of Data & Analysis Head of Compliance Deputy Director of Individual Giving Finance Manager Business Analyst Supporter Administration Manager
The RFP Review Team reserves the right to negotiate with respondents to this RFP, within the requirements of the RFP, to best serve the interests of ActionAid UK. Suppliers will be required to revise their proposals as they advance through the selection phases of the RFP, being prototype/discovery/implementation, in order to meet AAUK requirements. As such, negotiations will likely be ongoing through the RFP and selection phases, but this is not guaranteed.
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All proposals submitted will be considered to be proprietary by ActionAid UK and will not be released to any outside party, in part or in total unless required by law. Neither the transmission of this RFP to a prospective bidder nor the acceptance of a reply shall imply any obligation or commitment on the part of ActionAid UK.
If supplier needs to take exception to anything under the RFP, these exceptions must be clearly identified on the RFP response.
All prices and conditions must be shown.
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