RFP 26-003 Centralized Intake and Case Management Implementation
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OF WORK (SOW)
RFP 26-003 Centralized Intake & Case Management Implementation (Microsoft Dynamics 365)
MAOF is soliciting proposals from qualified firms to design, configure, implement, and support a centralized Intake and Case Management solution using Microsoft Dynamics 365 / Dataverse (and related Microsoft Power Platform capabilities where appropriate). The solution will support consistent intake workflows, referral tracking, service status and waitlist management, client interactions and documentation, basic reporting, and enablement for MAOF staff.
2) Project Objectives
The selected vendor will help MAOF:
Standardize and centralize intake and referral workflows across programs
Improve visibility into service pipeline, status, waitlists, and outcomes
Support secure, role-based access and improved data quality
Enable staff adoption through structured training, documentation, and go-live support
Provide initial reporting to support operations and compliance needs
3) Scope of Work (Vendor Responsibilities)
A. Discovery, Design, and Delivery Approach
Vendors must provide a structured implementation approach, including:
Project kickoff, stakeholder alignment, and delivery plan
Requirements validation and solution design workshops
Iterative configuration with stakeholder demos and feedback cycles
Testing support (SIT = System Integration Testing / UAT = User Acceptance Testing planning and execution support)
Go-live readiness and stabilization support
Required events:
1.
Official Kick-Off Momentum Event (virtual acceptable)
o
A formal kick-off event designed to build alignment and momentum.
o
Must include an intensive enablement component (e.g., half-day or full-day training/workshop) to accelerate adoption and prepare staff for upcoming change.
2.
Midpoint Leadership Check-In
o
A formal governance meeting at the project midpoint with MAOF leadership to review progress, risks, decisions, and confirm priorities for the remaining work.
B. Dynamics 365 / Dataverse Configuration - Intake & Case Management
Vendors will configure Dynamics 365/Dataverse to support centralized intake and case management processes, including:
Core entities and workflows (minimum requirements):
Household/organization tracking as applicable (accounts or equivalent)
Client/contact records and relationships
Interest capture (pre-intake)
Intake capture (full intake profile)
Incoming referrals (internal + external referral tracking)
Service status tracking (including progression)
Waitlist status tracking
Case/client interactions, activity tracking, and notes
Document capture and storage approach (native and/or SharePoint integration)
Security & data quality (minimum requirements):
Role-based access control (at least 3 role profiles or equivalent)
Configuring duplicate detection rules in D365/Dataverse (e.g., match on name + DOB, email, phone, address). Duplicate detection strategy and configuration (recommendation + implementation).
C. Digital Forms / Portal Experience (Power Platform)
Vendors will implement web-accessible intake-related forms to support at minimum:
Public/unauthenticated "Interest" submission
Authenticated or code-based intake completion method (vendor to recommend best-fit)
Secure document upload method aligned to intake/case record association
Vendors should specify their recommended approach (e.g., Power Pages, Power Apps, other) and justify it.
D. Integrations / Connectors
Vendors will implement and/or configure:
Outlook integration approach for staff productivity (e.g., email tracking, appointment integration, contact sync as applicable)
SharePoint integration approach for document management and retention
E. Reporting (Baseline Deliverables + Rationale)
Vendors will provide initial reporting support including:
A reporting discovery/design workshop
Delivery of up to four (4) baseline operational/compliance reports built in native Microsoft tooling suitable for MAOF users
Export capability to CSV and PDF (or comparable outputs)
Rationale for "up to four" baseline reports: MAOF intends to prioritize a high-value starter set to ensure adoption and minimize rework while workflows and data standards stabilize during implementation.
Example baseline report (vendors may propose alternates):
"Intake Pipeline & Service Status": track intake volume, referral sources, current status, waitlist metrics, and staff assignment.
Vendors must include an example list of proposed baseline reports and explain how they will prioritize them with MAOF.
F. Data Migration Support (Planning + Enablement)
Vendors will provide migration planning support including:
Data mapping approach from MAOF legacy sources into Dataverse/D365
Migration strategy, cleansing recommendations, and validation approach
Training for MAOF staff on migration procedures (train-the-trainer is acceptable)
Vendors must clearly state what migration execution is included vs. excluded.
G. Training, Documentation, and Change Enablement
Training and Support (Required)
The selected vendor shall provide a structured training, documentation, and post-go-live support program to ensure adoption and successful transition for both administrators and end users.
A) Administrator and Technical Training (Required)
Vendor shall provide the following baseline administrator/technical enablement:
Train-the-Trainer: Lead two (2) sessions, two (2) hours each, for MAOF designated trainers/super users.
Administrator Training: Lead two (2) sessions, two (2) hours each, for MAOF system administrators covering security, configuration basics, user management, and ongoing maintenance.
Go-Live / Rollout Support: Provide up to twenty (20) hours of go-live and rollout support delivered over four (4) weeks following go-live. Support activities may include triage, issue resolution coordination, and stabilization guidance.
Vendor proposal must include: training agendas, learning objectives, and the format (live/virtual), plus any prerequisites for trainees.
B) Staff (End User) Training and Support (Required)
Vendor shall provide end-user training, documentation, and guided support as follows:
End User Documentation & Training Materials: Provide up to forty (40) hours of end-user enablement content development, which may include:
o
Recorded training videos
o
Quick reference guides / job aids
o
Step-by-step process guides aligned to MAOF workflows
Live End User Training: Deliver up to eight (8) live training sessions, each two (2) hours in length, for end users. Sessions may be role-based (e.g., intake staff, case managers, supervisors) and recorded when feasible.
Office Hours / Adoption Support: Provide up to forty (40) hours of office hours support for "how-to" questions and general user support. Office hours may be offered virtually in scheduled blocks with a defined intake method (e.g., office hours calendar + queue).
Vendor proposal must include: recommended training sequence (relative to go-live), how training will be tailored by role, and how office hours will be staffed and managed.
Training Deliverables (Minimum)
Vendors must deliver, at minimum:
Training plan and schedule aligned to implementation timeline
Training session agendas and materials
End-user documentation artifacts (guides/videos as applicable)
Office hours plan (schedule, format, and support boundaries)
Knowledge transfer summary for MAOF administrators and designated trainers
H. Go-Live and Post-Go-Live Support
Vendors must include:
Go-live readiness checklist and cutover plan
Hypercare/stabilization support post-launch (vendor to propose duration and coverage)
Defect triage and resolution approach
4) Deliverables (Minimum)
At minimum, the selected vendor will deliver:
Project plan and governance cadence
Configured D365/Dataverse intake & case management solution (per scope)
Forms/portal experience for interest + intake + document upload
Outlook and SharePoint integration configuration approach
Up to 4 baseline reports + report documentation
Data migration plan and mapping artifacts
Training sessions + training materials
Admin documentation and handoff
Go-live plan + stabilization support plan
5) Proposal Requirements (What Vendors Must Submit) -
To be considered responsive, a proposal must contain the following, referenced by number and in the order below:
Vendors must include:
1.
A brief description of the history and organization of the bidder's firm, and of any proposed subcontractor.
2.
A statement that business licenses, professional certifications or other credentials necessary for the performance of the services here sought are in place, together with evidence that bidder, if a corporation, is in good standing and qualified to conduct business in California.
3.
A description of similar projects completed by the bidder within the past two (2) years.
4.
Qualifications, background and experience of staff proposed to work on the project.
5.
Proposer Cover Sheet (Appendix A - Vendor Identification)
6.
Rate Worksheet (Exhibit B)
7.
Implementation approach and timeline (with phases)
8.
Staffing plan (roles, responsibilities, availability)
9.
Relevant experience (especially D365/Power Platform + human services/intake)
10.
Proposed technical architecture and licensing assumptions (if any)
11.
Change management and training plan
12.
Reporting plan + sample baseline reports
13.
Migration strategy and responsibilities matrix
14.
Risk register (top risks + mitigations)
15.
A detailed description of bidder compensation formula, including any travel costs and other expenses. Bidders must submit a sample of a breakdown of charges and costs, detailed by job function/title of those servicing, as well as a maximum not-to-exceed total for all services. All travel, lodging and miscellaneous support costs are to be included in this billing rate. Invoices for services satisfactorily
performed must be itemized by date and services performed and reference. As the MAOF may award a contract based on the initial offer, a bidder should make its initial offer on the most favorable terms available. The MAOF reserves the right, however, to have discussions with those bidders falling within a competitive range, and to request revised pricing offers from them and to make an award or conduct negotiations thereafter.
16.
References with contact information from organizations that have used bidder's services for similar projects/type of work within the last 12-18 months.
6) Change Management (Required)
The selected vendor shall provide structured change management support to help MAOF drive adoption, reduce resistance, and sustain process improvements throughout implementation and rollout.
A) Leadership & Stakeholder Change Sessions
Vendor shall:
Lead four (4) one-hour change management sessions with MAOF leadership and key stakeholders to identify:
o
Current change priorities
o
Stakeholder readiness and concerns
o
Potential adoption blockers and risks
o
Critical messages and change impacts by role/program
B) Findings and Recommendations
Based on leadership/stakeholder discussions (and any agreed interview approach), vendor shall:
Provide a summary of recommendations and findings, including key risks, readiness themes, and mitigation actions.
Provide recommendations for:
o
Establishing a change team / change champion network (structure, roles, cadence)
o
A practical communications plan for the initiative (audiences, key messages, channels, timing)
C) Ongoing Participation in Project Governance
Vendor shall:
Participate in biweekly status checkpoint meetings for the duration of the project to ensure change management remains aligned to implementation milestones and adoption needs.
Change Management Deliverables (Minimum)
Vendors must deliver, at minimum:
Change management session agendas and facilitation
A written findings/recommendations brief (readiness themes, blockers, mitigations)
Proposed change team structure and operating cadence
Draft communications plan (high-level roadmap and messaging recommendations)
7) Vendor Evaluation Criteria (Sample Scoring Rubric)
MAOF will evaluate proposals using the following criteria (sample weighting shown - adjust as desired):
A. Relevant Experience & Past Performance - 20%
Demonstrated success implementing D365/Dataverse/Power Platform solutions
Experience with intake/case management workflows, human services, nonprofit environments
Quality of references and comparable project outcomes
B. Technical Approach & Solution Fit - 20%
Soundness of proposed architecture and configuration approach
Security, privacy, role-based access, and data governance approach
Practicality and maintainability for MAOF (admin usability)
C. Implementation Methodology & Project Management - 15%
Clarity of project plan, cadence, governance, and decision-making framework
Inclusion of required events: kickoff momentum event + midpoint leadership check-in
Risk management and ability to meet timelines
D. Training, Change Enablement, and Adoption Plan - 15%
Quality and realism of training plan (end-user + admin)
Change management strategy and adoption support
Documentation quality and handoff approach
E. Reporting & Analytics Approach - 10%
Ability to deliver prioritized baseline reporting (up to 4) and explain rationale
Report usability and alignment to operational/compliance needs
Expandability roadmap for future reporting
F. Data Migration Strategy - 10%
Quality of migration planning, mapping approach, validation, and data quality plan
Clarity of MAOF vs vendor responsibilities
G. Cost and Value - 10%
Total cost, transparency, and pricing structure
Clear identification of optional services and assumptions
Optional (if MAOF will conduct demos): Vendor Demonstration - add 10%
Workflow demonstration quality and alignment to MAOF use cases
8) Optional: Required Vendor Demo Scenarios (Highly Recommended)
MAOF may require finalists to demo:
1.
Interest Intake Referral Service Status progression
2.
Waitlist workflow and reporting visibility
3.
Document upload tied to a client/intake record
4.
Role-based access differences between two user roles
5.
"Intake Pipeline & Service Status" report output/export
MAOF may propose additional tasks as deemed necessary to complete the assignments. Any extra work shall be compensated as agreed upon in the FIRMS Contract with the MAOF.
