Customer Relationship Management System (CRM)

The College of Southern Nevada is soliciting proposals for a Customer Relationship Management System (CRM) to support critical stages of the student engagement lifecycle, including recruitment, admissions application management, communications, appointment scheduling, and student service queue management. The solicitation, numbered 26-0924, was posted on April 28, 2026, with proposals due by June 9, 2026, and is issued through the Nevada Government Marketplace. The contract falls under NAICS code 541512 and is not subject to any set-aside classifications. The solution must integrate seamlessly with existing institutional systems such as PeopleSoft, Papyrus, Outlook, and Drupal, and fully address functionality requirements outlined in Exhibit 1, which categorizes features as Critical or Preferred. The contract is structured as a five-year initial term with possible one-year extensions, and performance is contingent upon CSN’s appropriation of funds. Proposals are evaluated through a two-phase trade-off process emphasizing technical merit and cost-effectiveness, with the initial phase assessing technical compliance against mandatory pass/fail criteria and the shortlist phase evaluating cost alongside reweighted technical and implementation factors. The award will prioritize best value over lowest price. The vendor must submit a proposal not exceeding sixty pages, formatted with 10-point font or larger, numbered consecutively, and including the company name on every page. The primary component is Exhibit 1, a mandatory Excel-based Functionality Response Document addressing CRM, Scheduling, and Advising & Degree Planning modules, submitted via the NGEM portal. Proposals must also include Exhibit 2 (Sample Contract) and Exhibit 3 (Sample Insurance), though these are not counted toward the page limit. The contract requires the contractor to be a Nevada-licensed business, maintain active commercial general liability, technology E&O, and cyber/privacy liability insurance with minimum limits of $1 million each, naming CSN as an additional insured and loss payee. Contractors must comply with accessibility standards (WCAG 2.1 AA), security protocols (SOC 2 Type II, AES-256 encryption, TLS 1.2+), and data hosting requirements (U.S. or Canada-based). Disclosure obligations include AI usage, third-party data processors, and socioeconomic certification status for contracts over $1 million, including annual reporting on MWDBE and LBE subcontracting. F.O.B. Destination terms apply, with all goods delivered to CSN’s receiving department in North Las Vegas. Payment is