RFP for the provision of salesforce consultancy services for the Sustainable Development Goals (SDG) Lab in Geneva, Switzerland

New amendment added #2: This RFP is being amended in order to upload the clarification meeting minutes and presentation to the documents section, as well as the Theory of Change document. 

New clarification added: Dear supplier,Kindly find below the answers to your questions: Planning and Decision MakingQuestion 1: What are your goals with this system/project?Answer 1: The goal of this project is to integrate multiple types of surveys into our Salesforce CRM database to collect data that can address the indicators and questions within the SDG Lab’s logical framework for reporting on impact. The outcome of this project will be to improve the existing technology of the Lab´s Salesforce database and to streamline the Lab’s data management procedures and reporting outputs.Question 2: How will you measure the success of the project?Answer 2: For LOT 1: delivery of a comprehensive analysis that can inform our decision about lot 2For LOT 2: Successful implementation of a solution that allows for consistent and automated survey data flow into our CRM system with tailored report building for different surveys, allowing the SDG Lab team to evaluate and report on impact. For LOT 3: support and successful troubleshooting of system errorsQuestion 3: What criteria are driving your selection of a vendor?Answer 3: Proposals shall be evaluated as specified in the document titled Section I: Instructions to Bidders, and the evaluation criteria included in the Evaluation Criteria section of the UNOPS eSourcing. The evaluation method is cumulative analysis, weighted 70% for technical and 30% for financial envelopes.Question 4: Who is involved in this decision?Answer 4: This RFP is conducted in accordance with the applicable provisions of UNOPS Procurement Manual (latest version of which can be accessed at: https://www.unops.org/business-opportunities/how-we-procure) and other relevant Operational Directives and Operational Instructions that are referred to in the Procurement Manual.Question 5: Who are the primary stakeholders/supporters of this project?Answer 5: UNOPS programme SDG Lab. Question 6: Do you have an Executive Sponsor/Project Champion who will oversee the decision-making and prioritization of this project?Answer 6: No. Please refer to answer 4 above. TimelineQuestion 1: Are there compelling events driving important project milestones?Answer 1: Yes, these are the following: Geneva 2030 Ecosystem annual survey – sent annually at the beginning of December Geneva 2030 Ecosystem community meetings – (twice a year) Geneva 2030 Ecosystem thematic meetups (once or twice a year)BudgetQuestion 1: What is your intended budget for this project? Please share your budget for both the one-time implementation cost as well as ongoing costs. Answer 1: The UNOPS tender does not disclose the available budget. The detailed terms of reference are provided in the documents section of this tender that include estimates of personnel and other required inputs in order to deliver the expected results. The TOR should further assist the suppliers in determining appropriate quality, level of efforts and budget for the delivery of efficient and complete services.​Question 2: Is SDG Lab open to a budget range for this implementation?​Answer 2: No. This is a fixed priced contract. It is mandatory to submit a total financial offer on a fixed price basis.Question 3: Amp Impact is priced based on the total project portfolio size that it will be used to measure. Can you please indicate the total dollar value of the programs/projects that will be measured using Amp Impact (to the closest 5-10m is adequateAnswer 3: The SDG Lab portfolio is between 1.5-2m/year.Impact ReportingIn reference to: The SDG Lab requires support from a Salesforce consultant to integrate multiple types of surveys into its Salesforce CRM database to collect data that can address the indicators and questions within the SDG Lab’s logical framework for reporting on impact.Question 1: Do you have any example dashboards, reports, or data visualizations that you would like to be able to replicate in the new system?Answer 1: While the project with the consultant will advise on a solution design for the surveys tool integration, the new system should be able to provide reports and data visualizations of the different survey results that will be integrated in the system, and trends comparison over time. For instance, related to the annual Geneva 2030 Ecosystem survey, we would like to monitor the evolution of the responses over the years, to be able to understand the impact of our activities, inform our learning, and to report this information into the SDG Lab logframe, while also displaying this data into an interactive dashboard. Regarding the post-event survey we would like to monitor the responses for each single survey to help us better understand after each event what are the areas where we are most effective and where are the areas that need improvement. Also, the new system should be able to aggregate the answers of similar types of surveys, for instance, combining into one report the results of the post-event surveys within a specific year, or combining into one report the results of the Ecosystem annual survey over the years.Question 2: Can you please provide details or access to SDG Lab’s theory of change / log frame or overarching Global Results Framework? Has this changed in the past year?Answer 2: A copy of the SDG Lab's theory of change is uploaded in the eSourcing system under the Documents Section. Best regards, 

New clarification added: Dear supplier, Please find below the answers to your questions:Question 1: Given that the LAB is not using Salesforce, are you expecting the supplier to include the initial Org design and setup as part of the scope of the offer?Answer 1: No, the supplier doesn’t need to include the initial org design and setup as part of the scope of the offer, as the Lab is already using Salesforce.What is needed, and with reference to Lot 1, is an analysis of the SDG Lab’s existing surveys and processes and provide solution design for survey tools integration in the existing Salesforce CRM database.Question 2:  Are you expecting a Fixed Price offer or open to other contract models? Answer 2: Please note that all suppliers should submit a total financial offer. The contract to be signed is a Professional Services contract and the template can be found in the document section of this RFP. Best regards,  

New clarification added: Dear supplier, Please find below the answer to your question: Question 1: In the instructions to offerors document under point 10. (c) "Documentary evidence to establish the Offeror’s compliance with the applicable eligibility, formal, qualification and technical criteria.", what types of documentary evidence is permitted?  Would a power point deck or word doc comprising the different information be permitted?Answer 1: Submission of documentary evidence required to demonstrate Offeror’s compliance with the applicable criteria is specified under each evaluation stage in the Criteria section of the eSourcing. For example, at the eligibility stage, you are required to provide a complete set of Returnable Bidding Forms and a copy of your business incorporation certificate. In the same vein, at the qualification stage, the Offeror’s are requested to provide copies of the audited financial statements/ report, gender mainstreaming statement, and documents related to your previous similar experience.  Best regards,  

New clarification added: Dear supplier, Kindly find below the answers to your questions:CURRENT SURVEY PROCESSES:Question 1: Which tools do you currently use to send out the surveys and collect data?Answer 1: Google forms/Survey Monkey.Question 2: Do you already use Salesforce apps to build Forms?Answer 2: No. Question 3: How many (types of) surveys are currently in use?Answer 3: At the moment 3 type of surveys – More need to be built. Question 4: How frequently do you send out surveys?Answer 4: Annual survey once per year. Post event survey after each event. On average 5 times per year. Question 5: To how many recepients do you currently send out surveys?Answer 5: This varies, for the annual survey around 350 recipients; for post event surveys from 30 to 100 participants.Question 6: How many stakeholders will we need to interview in Lot 1 in order to collect existing processes?Answer 6: Around three team member. FUTURE REQUIREMENTS:Question 1: Would you like multilingual capabilities for your future surveys?Answer 1: Yes. Question 2: Would you like the surveys to be usable on both desktop and mobile devices?Answer 2: Yes. Question 3: Would you like internal users to be able to build new surveys?Answer: Yes. GENERAL QUESTIONS:Question 1: What is your current Salesforce solution/architecture?Answer 1: Salesforce Lightning. Question 2: Which Salesforce licence(s) do you currently have and how many users?Answer 2: Salesforce Standard License . 10 Users. Question 3: Is there any flexibility in the implementation timeline of Lot 2, i.e. extending depending on the assessment findings of Lot1? Answer 3: The Offeror will provide an implementation plan as part of their technical proposal submission. As appropriate, the contract manager will propose adjustments to the implementation during the contract execution stage.Question 4: What kind of support would you require in January and on which basis have the 5h/month been estimated?Answer 4: With reference to LOT 3, the support will help improve the Lab’s current CRM system. This consists of general fixes on the Salesforce system, configuration of additional reports and dashboards, troubleshooting system errors and general user support. The 5h/month is based on the experience and needs of the Lab in the management of the CRM system. Best regards, 

New clarification added: Dear supplier, Kindly find below the answers to your questions: Project and Content RelatedQuestion 1: Are there any important milestones or dependencies that would greatly affect the implementation project timeline for this project? (e.g. The project needs to be completed by XX date so that YY can happen)Answer 1:  Post-event surveys to be sent throughout the year, especially after SDG Lab regular meetings to be held in March, July, and September. Annual survey to be sent in early December.Question 2: Question to the main stakeholders benefiting from this project: Please try to do the following thought exercise - Situate yourself in the future after successfully closing the implementation project of the new process in Salesforce. How would you describe the business outcomes of the project? Which KPIs would you use to measure the project’s success later on?Answer 2: The business outcome will be: consistent and automated survey data flow into our CRM system with tailored report building for different surveys that allows the SDG Lab team to evaluate and report on impact. Question 3: Regarding the project team on the side of SDG - Could you briefly describe their background and the main reason why they would be involved in the project?Answer 3:  The team involved in this project is the Measurement and Evaluation team of the SDG Lab. Question 4: Could you describe what are the main business goals of the surveys that are being carried out? And if they are related to one or multiple business processes or initiatives of the SDG Lab?Answer 4: The goal is for the M&E team to evaluate the impact of SDG Lab activities/projects through the analysis of the survey’s reports and inform our learning, and to integrate the results of these findings into the SDG Lab logframe and for annual reporting needs.Question 5: Who is benefiting from the reporting outputs of the surveys? (Internal / external stakeholders, language, main purpose for having the output of the data - e.g. either to make business decisions right away or to further process the raw data for another process on their side-)Answer 5: The SDG Lab team – to understand our impact, inform our learning, understanding in which areas improvement is needed, as well as processing data for reporting needs.Question 6: What are the main business goals that you are trying to achieve by integrating the survey tools into Salesforce?Answer 6: The goal is for the M&E team to evaluate the impact of SDG Lab activities/projects through the analysis of the survey’s reports and inform our learning, and to integrate the results of these findings into the SDG Lab logframe and for annual reporting needs.Salesforce Status Quo Question 1: Is the SDG Lab currently using a Salesforce org?Answer 1: No.Question 2: If yes, how many licenses do you currently have available, and what type of licenses are they?Answer 2: We are not using a Salesforce org, but we have 10 users with standard licenses.Best regards, 

New clarification added: Dear supplier,Please find below the answers to your questions:Projet scopeWould you have an idea of the volumes involved in terms of# survey to analyze - Answer: Around 10-15 per year (estimation) # different survey tools involved - Answer: So far, we have been using Survey Monkey and Google form.# relevant stakeholder to interview if relevant - Answer: The Measurement and Evaluation team of the SDG Lab How many countries are involved? Answer: There are no countries involved, the surveys are conducted only by the SDG Lab Are the surveys all in English? If not, in which languages are they and are you able to provide with translationsAnswer: Surveys are in English.  Is there only one SF CRM to connect to or several depending on the countries/regionsAnswer: Only one CRM. Are you open to automated testing solution if relevant? Answer: Could you please clarify and elaborate more on what it is meant by "automated testing solution"? For the roll out, how many countries are planned? Answer: For the roll out support it will be just one CRM, (the SDG Lab is based in Geneva, Switzerland). Are Online training models ok or do you expect onsite trainings?Answer: Online training models are ok.  How many surveys are they managing today? How many are they expecting to manage in future ?Answer: At the moment we manage three models of survey and more to be developed. We expect to manage around 6 models of surveys by the time the integration is completed.  Can you precise some metrics about surveys: avg #recipient, AVG #response , AV #questions ?Answer: Please note that this varies. For the annual survey: 20 questions; 350 recipients; 80 responses on average. for post event surveys: 7 questions; 30 to 100 recipients; 10 to 40 responses on average.  Who is dealing with answers? Which tools are used to process answers?Answer: The SDG Lab Measurement and Evaluation team. At the moment we don’t have any specific tools to process the answers. Can you give more details on your Salesforce licenses (sales, service, limits?)Answer: Salesforce Standard License , 10 Users.Project organisation related questionExpected Place of performance? Is remote ok, or do you expect onsite consultantsAnswer: Remote is ok. Best regards, 

New clarification added: ​Dear supplier,Please find below the answers to your questions: Question 1: What is SDG Lab's current Salesforce solution/architecture or modules used?Answer 1: Salesforce Lightning.Question 2: Which Salesforce licence(s) does SDG Lab currently have and how many users?Answer 2: 10 users - Salesforce standard licences. Best regards, 

New clarification added: Dear supplier, Please note that the deadline for submissions has been extended until 15th of December. Best regards,

New amendment added #1: This RFP is being amended in order to extend the deadline for submissions until 15 December 2021. 

New clarification added: Dear supplier, Kindly find below the asnwer to your question: Question1: We have a question with regards to the item "Understanding of the requirement: Have the important aspects of the task been addressed in sufficient detail? Are the different components of the project adequately weighted relative to one another?". Could you clarify your expectations here? Answer 1: The Offerors are requested to provide a written response with an overview of how they technically understand the requirement and how important aspects of the tasks are taken into consideration. Please provide sufficient details on the assumptions that were considered for different components of the services and how they are being weighted relative to one another. Best regards, 

New clarification added: Dear supplier, Please find below the answers to your questions:Question 1: How many total users will need access to the system? Answer 1: Around 5 users. Question 2: What are the different user groups you envision will need to access the system? Answer 2: M&E team to evaluate the impact of SDG Lab activities/projects through the analysis of the survey’s reports, and also to be able to integrate the results of these findings into the SDG Lab logframe and for annual reporting needs. Question 3: Can you describe the types of functions that each of the different user groups would need to be able to perform in the system?Answer 3: The M&E team would need to be able to monitor and analyse the results of surveys and integrate these finding into the SDG Lab logframe. Additionally, other Salesforce users within the team should be able to pull out reports and charts on specific surveys for internal discussion and reporting needs.  Best regards, 

New clarification added: Dear supplier, Kindly find below the answers to the questions: Question 1:  Are there any survey tools already in place? They should be maintained?Answer 1: Yes, some of the surveys are already in place, others to be developed. Question 2: Could you please provide us any survey examples?Answer 2: Please see example here for SDG Lab/Geneva 2030 Ecosystem post event survey https://forms.gle/BECUoKMXZxr3C8fn8 Question 3: Who are the recipients of the surveys?Answer 3: Participants attending our events, and actors collaborating with us on projects related to the Sustainable Development Goals. Question 4: How many surveys are handles? What is the average complexity of the surveys (i.e. # questions)?Answer 4: At the moment we have 3 Surveys. These are in general short, maximum 7 to 10 questions. The most complex one is the annual survey sent to our Geneva 2030 Ecosystem community. This survey collects their feedback regarding the year's activities and projects. This survey has 18 questions in total. Question 5: Should ALL staff proposed under the Key Personnel profiles section possess the mentioned qualifications or could these be matched by a few (e.g. all proposed maximum 4 consultants should hold Salesforce certifications?)Answer 5: All personnel should meet the minimum requirements in terms of qualifications as mentioned on Section II: Schedule of Requirements. Best regards,