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UNC Customer Support Tool – RFP and Vendor Selection

 

By

  • EXECUTIVE SPONSOR(S): Mike Barker
  • SPONSOR(S):  Kate Hash
  • DEPT OR DIVISION: ITS Customer Experience and Engagement
  • PROJECT OWNER:  Calvin Groves
  • PROJECT MANAGER:  Brenda Carpen
  • CHANGE MANAGER:  Jackie Treschl
  • STATUS: Completed
  • Project Theme: Serving Our Communities

What is it?

ITS is exploring options for a new UNC Customer Support Tool to replace ServiceNow.  This phase of the project will include posting a Request for Proposal (RFP) and selecting a vendor.

Why are we doing it?

ITS originally implemented ServiceNow in 2019 and the current contract runs through September 2024.  Before renewing the contract, ITS conducted a campus listening tour to get feedback on how ServiceNow works for our IT staff and partners. As a result of that feedback, ITS has decided to explore a Customer Support tool that:

  • Better fits our campus community.
  • Enhances the experience for campus customers and people using the tool to do their jobs.
  • Provides better value for our UNC.

How does it impact the UNC Community?

Anyone who uses ServiceNow for their work can anticipate requests to participate in vendor demonstrations and feedback surveys during this change-free phase of the project.

When is this happening?

The tentative timeline for the project is:

  • July 31 – Post RFP.
  • October 3 – RFP committee selects and invites vendors to demonstrate tool.
  • Beginning October 17 – Vendor demonstrations.
  • TBD – Vendor selected.
  • Early 2024 – Implementation of selected tool begins.

Where can I find more information?

Customer Support Tool Project Updates


The RFP committee for the Customer Support Tool has selected four finalists to demonstrate their customer support solutions on campus.

A Quick Recap

The committee received ten qualified proposals on September 4th and reviewed hundreds of pages of documentation. The four finalists scored consistently high marks with all the committee members.

The Procurement Office will review the committee’s selection and invite the vendors to demonstrate their service. Demo dates are reserved for October 17th, 18th, 19th, and 23rd.

After the Procurement Office sends invitations to the finalists, the project team will post their names on the project website.

Need more Information?

For more information about the project,  please visit the project website. If you have any questions about the process, please contact Brenda Carpen, Calvin Groves, or Kate Hash.


Proposals for a new Customer Support Tool were due by 2:00 PM on September 1.

What you need to know:

  • The project team received 10 qualifying proposals.
  • The RFP Committee will begin to review and score the proposals. We expect to complete the review and select the finalists by the first week of October.
  • The project team has finalized the four vertical teams that will evaluate and score the finalists. Each team consists of a vertical team lead, an RFP Committee team member, and team members from across the campus IT community.

What’s next?

  • The project team is planning a lunch and learn for current ServiceNow fulfillers on September 12th. We will send more details soon.

Where to go for more information

  • For details about the project including RFP and Vertical Team members go to: https://tarheels.live/customersupporttool/.
  • If you have questions or feedback, you can reach out to Brenda Carpen, Calvin Groves, and Kate Hash, who are the project leads for this initiative.


ITS posted a request for proposal (RFP) for a new Customer Support Tool to replace the ServiceNow tool on July 31.

What you need to know:

  • The proposal and evaluation scorecard were prepared and reviewed by the RFP committee. The committee consists of members from Admissions and Enrollment, Finance and Administration, College of Arts and Sciences, ITS, School of Pharmacy, and School of Medicine.
  • The Procurement Office posted the proposal on the public portal North Carolina electronic Vendor Portal (eVP) on July 31. The deadline for submitting proposals is September 1.

What’s next?

  • The RFP committee will evaluate the proposals starting September 5 and will invite finalists by October 3.
  • Vendor demonstrations are tentatively scheduled to begin October 17. The vendor demonstrations will be day-long events and will be open to all UNC employees and students who are interested in attending.

Where to go for more information

  • We are working on a project website now and will send out the link as soon as it is published.
  • If you have questions or feedback, you can reach out to the project leads, Brenda Carpen, Calvin Groves, and Kate Hash.