Unified Customer Relationship Management System

Background
The Oklahoma Department of Veterans Affairs (ODVA) is seeking to develop and implement a Unified Customer Relationship Management (CRM) System. This initiative is part of the agency's mission to modernize and streamline veteran-facing service delivery across the state. The goal is to create a central technology platform that integrates various services, including federal VA claims processing, state veterans' benefits, outreach, case management, and interagency coordination.

Work Details
The contractor will be responsible for the design, development, data migration, testing, implementation, training, and ongoing support of the Unified CRM. Key functionalities include:

1. VA Federal Claims Processing: Integration with US Department of Veterans Affairs systems for real-time claim management.

2. Case Management and Client Services: Centralized case files and activity logs for seamless veteran service continuity.

3. Veterans Registry and State Benefits Tracking: A verified registry for enrollment and eligibility verification.

4. Outreach and Communications: Automated tools for targeted outreach campaigns.

5. Appointment Scheduling and A.I. Call Center: Integrated scheduling tools to enhance response times.

6. Secure Interagency Data Sharing: Data transfer capabilities with other state agencies.

7. Fraud Prevention and Identity Verification: Integration with ID.me for identity validation.

8. Compliance with Federal and State data security standards (HIPAA, PII). The platform will also feature customizable dashboards, data analytics, and reporting capabilities.

Period of Performance
The contract period is expected to commence upon award and continue through the completion of system implementation and training phases, with ongoing support thereafter.

Place of Performance
The services will be performed in Oklahoma as the system will serve statewide veteran services.

Bidder Requirements
Bidders must comply with all Federal and State data security standards including HIPAA compliance. Additionally, bidders are required to certify non-collusion in their bids, disclose any conflicts of interest or relationships with state personnel, and provide proof of insurance as specified in the solicitation.