HHS IHS Draft SOW: Customer Relationship Management Solution

The Customer Relationship Management (CRM) solution should streamline and automate various business processes across the Indian Health Services (IHS). IHS requires both the platform and personnel support to implement, develop, and sustain the platform.

The Customer Relationship Management (CRM) solution should streamline and automate various business processes across the Indian Health Services (IHS). IHS requires both the platform and personnel support to implement, develop, and sustain the platform.

The primary objectives of this project are to:

1. Implement a base CRM platform that meets the specific needs of Indian Health Services. (i.e. Salesforce, Microsoft Dynamics etc.)
2. Ensure the CRM platform is secure, user-friendly, and scalable.
3. Ensure the CRM platform can integrate with various other platforms like Splunk, ServiceNow and external tools like Health and Humans Services Correspondence Management tool.
4. Provide training and support to ensure effective use of the CRM platform by all relevant staff. e. Ensure the solution is cloud-based, and at a minimum FedRamp Moderate, and will fully integrate with Okta to enforce multifactor authentication use.
5. Develop a correspondence management tool as the first enterprise project.
6. Develop a grants management tool, dashboards, and automate processes for process improvement across IHS.
7. Reuse code as much as possible. Develop solutions using no-code/low-code methodolgy.
8. Provide appropriate licenses for 150 users for the CRM solution. Government does have Microsoft G5 licenses and Power Apps licenses.
9. Provide adequate personnel support to implement, develop, and sustain the CRM tool during the entire performance period.

The base service period of performance is 12 months from the effective date of the contract (EDOC). Two Option Years will be required to provide continuous support for existing developed solutions, and to continue to develop new solutions to improve operations through automation.

Read more here.

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