Customer Relationship Management (CRM) and Grants Management

Integral to the successful conduct of patient-centered outcomes research (PCOR) is a Customer Relationship Management (CRM) and Grants Management system that allows PCORI to manage the PCORI Funding Announcement (PFA) process—from initial applicant registration to award distribution, to post-award management. Organizations that submitted proposals in the past and/or those organizations consulted to help formulate the following Statement of Work (SoW) were invited to submit quotes.

Statement of Work

The Offeror shall:

• Create and/or customize an online service or executable software so PCORI can manage its application, review, contracts management, reporting, and internal administration processes;
• Provide a hosting service resolution to support the online service portion of the management system; • Provide systems administration services to maintain the online interface on the hosting infrastructure (to be installed by the Offeror);
• Provide Consulting Services to include, but not limited to, baseline configuration, data migration, additional configuration, systems integration, training, and gap analysis;
• Maintain a Service Objective of 99.9% availability and share with PCORI a Service Architecture to ensure continuation of service;
• Provide customer and technical support to PCORI via e-mail, phone, and online accessibility during normal business hours, defined as 08:30–17:30 U.S. Eastern Standard Time, Monday through Friday;
• Provide Error Resolution and a comprehensive plan to maintain Service Levels. An error resolution matrix to be agreed upon by both the Offeror and PCORI will be included in the final Service Provider Agreement; and
• Provide standard and emergency Software Maintenance.

Download the RFQ

Selected Contractor Awardee: Fluxx

Amount: $490,000.00

Posted: July 8, 2013; Updated: June 25, 2014