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[State Entity Name] Human Services Department [Description of Work] DHS Microsoft Dynamics CRM DHS operates several contact centers, currently utilizing BMC Service Desk Express (SDE) software for customer / contact management. Service Desk Express will soon be no longer supported by BMC, therefore DHS has established a plan to migrate these call centers to new software. MNsure has selected Microsoft Dynamics CRM for the contact management software used by their call center, and DHS has chosen to use this software as the replacement platform for the DHS Contact Centers. This software is the CRM standard recommended by MN.IT Central. This software has been installed on infrastructure hosted at DHS, and has been configured and implemented for use by the MNsure Contact Center. This software implementation must be expanded to include the DHS Minnesota Care, MMIS, MN.IT/MMIS Tier II, and Member help desks in order for these contact centers to provide interactive support for the MNsure call center. The DHS contact centers will be functioning as a virtual contact center providing support for the MNsure contact center. These contact centers will be using the same hosted Microsoft Dynamics CRM software as the MNsure contact center. They will require modifications to fit their business process, but the plan will be to share the same Organization as MNsure. The contact centers will also require seamless transfer of calls between the MNsure and DHS virtual contact centers, and screen pops of the CRM software. The contractor will assist in providing the solution architecture and design as well as mentoring DHS technical support staff in best practices and ongoing support of the Microsoft Dynamics CRM software for the DHS Contact Center Project. The contractor must understand the existing implementation of CRM for MNsure and provide architectural direction to best connect with the DHS contact centers. DHS technical staff will be completing the actual configuration and implementation of the CRM software changes. The vendor will be expected to be an expert in architecture and configuration of the tool, and will provide guidance, assistance, and best practice advice throughout the process. The vendor will also provide support training, and post-implementation support on a time and materials basis. [Deadline for Vendor Response] 1/16/2014 [Publication Date] 1/9/2014 [Document links] 
Statement of Work
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