System Integrator Services

The Vendor is required to provide system integrator (SI) to configure, implement and maintain a modernized Captive Insurance Solution in the government cloud.
- The solution will include a public portal to support online application renewal, fee collection and data inquiry.
- Provide for System Integration (SI) services to configure, implement and maintain a Customer Relationship Management System (CRM) that will automate Branch business processes.
- The objective of the Captive Insurance (CI) modernization initiative is to implement a government cloud-based integrated CRM solution and online portal to:
•    Meet the Branch current and future program needs.
•    Improve the level of automation and efficiency of Branch current paper-based operations.
•    Support the Branch ability to process and analyze data submitted by captive insurance companies.
•    Improve the efficiency of Branch interactions with service providers and overall customer service to all stakeholders.
- This will be achieved through the configuration and implementation of an integrated Cloud CRM and online portal that will automate the Branch current labor-intensive, mostly manual processes.
- Solution should:
•    Improve accessibility and sharing of information among stakeholders
•    Provide real-time sharing and reporting of Captive information
•    Increase worker productivity and working conditions
•    Ease the collection of Service Provider information and artifacts
•    Provide the ability to better forecast and plan for anticipated regulatory Captive activities and events
•    Track the overall financial condition and solvency of Captives.
- CRM platform solution will integrate with the agency document management and payment processing systems and will include an online portal for Captive applications, fee collection, document transmittal, and data inquiry. 
- CRM platform functionality will be leveraged to support Branch worker activity and the proposed Portal platform solution will provide Captive Managers with a tool to effectively manage their Captives and simplify data entry, communication, and exchange of documents with Branch.
- The solution will secure and protect the confidentiality of Captive information. Captive data will not be stored on the portal platform, all data will be stored on the secure CRM Platform and accessed via secure web Application Programming Interfaces (APIs).
- Provide overall management, supervision, and administrative support of all activities performed by the SI, working in close collaboration with the State PM to coordinate project activities that involve State staff and ensure timely project completion.
- Perform requirements gathering and analysis, identify process improvements (“As-Is” and “To-Be” process flows), and develop user interface designs.
- Configure, test, and implement a CRM solution, using an Agile approach, to offer real-time workflows, task management, document management, billing, reporting, analytics, dashboard displays, Help Desk incident tracking, and secure data storage in a government Federal Risk and Authorization Management Program (FedRAMP) authorized cloud platform.
- Configure, develop, test and implement a secure online portal that supports real-time workflows, task management, document management, payments processing, dashboard views, utilizing the CRM Platform as its backend database.
- Provide Tier 2 Help Desk support throughout the duration of the contract, and Maintenance and Operations contract, utilizing an automated service management tool that supports ticket management, knowledgebase integration, and incident/problem management.
- Plan, organize, schedule and implement all user system training to include in-person, remote, and recorded video training. The SI shall make video training publicly accessible.
- Perform post go-live warranty, and maintenance and operations (M&O) support for the Captive Insurance Solution.