Active SLED Opportunity · FLORIDA · PINELLAS COUNTY
AI Summary
Pinellas County seeks qualified vendors for professional services to implement, configure, integrate, and support a HubSpot-based CRM and ticketing platform to replace its legacy system. The project includes data migration, workflow automation, and integration with other systems. Proposals are due by July 14, 2026.
Pinellas County Business Technology Services (BTS) is soliciting proposals from qualified vendors to provide professional services for the implementation, configuration, integration, and support of a HubSpot-based Customer Relationship Management (CRM) and ticketing platform.
The objective of this RFP is to select a vendor capable of delivering a modern, scalable CRM solution to replace the County’s legacy Customer Access Tracking System (CATS), a custom-built application.
Pinellas County currently utilizes CATS to manage customer interactions, service requests, and case tracking. While functional, the system lacks modern CRM capabilities, integration flexibility, automation, and user experience improvements.
BTS is leading the initiative to transition to a cloud-based CRM platform (HubSpot) that supports enhanced customer service delivery, operational efficiency, and data-driven insights across County departments.
Also, second phase of the project will address CRM integrations to work order systems like Cityworks and complaints systems like Accela.
CATS system has about 50 new cases per month for our county administration support, and there are about 50K historical items, not all of which will be migrated. Initial user count will be about 80 core users and 400 Service Hub only users.
This criterion evaluates the Proposer’s track record delivering similar work. Proposers should demonstrate the qualifications of key personnel, including HubSpot certifications and expertise aligned with the project scope. The County will consider client references, prior project outcomes, consistency of on-time and on-budget delivery, and demonstrated success with CRM implementations—particularly those involving public-sector organizations or complex data migration and integration requirements.
Provide at least three (3) references for organizations (preferably public-sector) in the last five (5) years your firm has successfully completed HubSpot CRM implementation and integration services. With your references, provide the outline of services provided, date and duration of project, total price and name, title and organizational contact for each reference. Reference Sheet included in Attachments.
This criterion evaluates the Proposer’s approach to satisfy the County’s objectives of the Scope of Services and Deliverables. The response should clearly demonstrate comprehension of required activities, including HubSpot CRM/Service Hub configuration, data migration, integrations, workflow automation, testing, training, change management, and go-live support. A strong proposal will present a clear, practical, and technically sound approach for delivering these services. Proposal to include a Timeline for all services and major milestones.
A proposed Statement of Work that enumerates and defines the work/services that Proposer will provide to the County to complete the Scope of Work in this RFP, including each task, deliverable, and/or goods or products comprising the services Proposer will provide, as well as a proposed completion schedule for each task or deliverable, if applicable. The Proposer's Statement of Work shall be in a form that can be incorporated into the Agreement at the County’s option. Proposers Statement of Work should include but not be limited to: provide a project schedule identifying specific key tasks and duration, provide an overview of the reports provided, including format and at what stages of the project the reports are provided.
This criterion evaluates the Proposer’s pricing proposal relative to the scope, quality, and completeness of services offered. The County will assess whether proposed costs are reasonable, transparent, and provide strong value relative to the Proposer’s experience, methodology, and anticipated outcomes.
Pre-populated by the Purchasing, the purpose of this criterion is to affect an equitable distribution of contracts. This criterion is evaluated based on CCNA Continuing contract value encumbered (Purchase Orders issued) to a firm during the (2) previous completed fiscal years through current to date. The points are worth 5 percent of the overall points available and are distributed as follows:
$0 - $200,000 – 5% of points available
$200,001 - $400,000 – 4% of points available
$400,001 – $600,000 – 3% of points available
$600,001- $800,000 – 2% of points available
$800,001 - $1,000,000 – 1% of points available
Over $1,000,000 – 0% of points available
Based on a typical 1,000-point evaluation scoring process, a firm deemed to be in the $0-$200,000 category threshold would be allotted 50 points etc.
Provides points pre-populated by the Purchasing Department for minority business status as designated by the Florida State Office of Supplier Diversity, Department of Management Services. If the firm, or its sub-contractors, is designated as a minority business by the Florida State Office of Supplier Diversity, Department of Management Services, 2.5% of the total evaluation points are awarded. If the firm does not have minority business status as per the Florida State Office of Supplier Diversity, Department of Management Services, 0% of the points available are awarded.25
Respondents are expected to organize their submittals in such a manner as to facilitate the evaluation process. Submittals should be keyed or indexed to correspond with this solicitation. Responses should be correlated to the specific submittal, criterion, section or paragraph number of the solicitation being addressed.
Evaluators will make a reasonable effort to locate information in the responses; however failure to follow this suggested format may make location of critical submittal information difficult, possibly resulting in a loss of appropriate credit.
Additional documentation may be requested by the County to ensure contract compliance.
Download the below documents, complete, and upload.
See OpenGov electronic Pricing Proposal. Pricing must be submitted within the OpenGov electronic Pricing Proposal and all pricing must be completed.
An award may not be issued without proof that your firm is registered with the Florida Division of Corporations, as per Florida Statute §607.1501 www.flsenate.gov/Laws/Statutes/2011/607.1501.
A foreign corporation (foreign to the State of Florida) may not transact business in this state until it obtains a certificate of authority from the Department of State. Please visit dos.myflorida.com/sunbiz/ for this information on how to become registered.
Upload all other documents relating to this solicitation.
Please note there are two attachment/affidavits which will have to be completed and signed by the awardee.
BB. Foreign Countries of Concern Affidavit
CC. Human Trafficking Affidavit
Please confirm that you have read and understand these documents are not required at time of proposal submission, but will be required of the awardee.
Download the below documents, complete, and upload.
Provide description. If real property, include parcel number, size, zoning, land use, location, utilities, and any additional land use information.
Example:
Parcel Number: 33/29/16/70380/400/0201
Size: 9.527 Acres (M.O.L.) (414,996 square feet)
1.157 Acres (Jurisdictional Offset Area)
8.37 Acres Usable (364,597 square feet)
(includes four man-made retention ponds containing 1.18 acres)
Zoning: Industrial (M-2)
Land Use: Industrial Limited
Location: 900 front feet east of Bayside Bridge, north of Roosevelt Boulevard and west of Airport.
Utilities: Pinellas County Water & City of Largo Sewer at site.
Additional Land Use Information: The Airport Master Plan has identified this property for future non-aeronautical development.
Provide the minimum bid amount in dollars.
If there is surplus to be removed, provide description of surplus.
Successful bidder will be required to execute the Contract substantially similar in form to the one attached hereto within ___ days of the notification of the award.
If within _____ days after notification by Pinellas County of the award, the successful Bidder refuses or otherwise neglects to execute the required written Contract and/or fails to furnish or satisfy any other conditions or requirements of this Bid, the Bidder’s Deposit shall be forfeited and the same shall be retained by Pinellas County. No plea of mistake in the bid or misunderstanding of the conditions of forfeiture shall be available to the Bidder for the recovery of his/her/its bid security or as a defense to any action based upon the neglect or refusal to execute a written contract.
Which set of evaluation criteria will be included? If Selecting CCNA, do not alter the evaluation criteria.
Is this a one time or term contract?
Enter the initial term of the contract, without including any extensions, in months or days.
Ex: 60 months
Duration of the contract shall be for a period of (TERM) with unit prices adjustable (decrease/increase) at (Frequency of escalation) after the date of award (Frequency One-Time OR Annual), in an amount not to exceed the average of the Consumer Price Index (CPI) or (NTE percentage), whichever is less, for all Urban Consumers, Series Id: CUUR0000SA0, Not Seasonally Adjusted, Area: U.S. city average, Item: All items, Base Period: 1982-84=100 for the twelve months prior.
It is the vendor’s responsibility to request any pricing adjustment under this provision. For any adjustment to commence annually, the vendor’s request for adjustment shall be submitted between 90-120 day(s) prior to contract anniversary date, utilizing the available index at the time of request. The vendor adjustment request shall not be in excess of the relevant pricing index change. If no adjustment request is received from the vendor, the County will assume the vendor has agreed to continue without a pricing adjustment. Any adjustment request received outside of the 90-120 day(s) period above shall not be considered. County has the right to request pricing decreases at any time.
with unit prices adjustable at ___ after the date of award
Example: 12 months
after the date of award (Frequency One-Time OR Annual), in an amount not to exceed the average of the Consumer Price Index (CPI)
in an amount not to exceed the average of the Consumer Price Index (CPI) or ___ whichever is less, for all Urban Consumers, Series Id: CUUR0000SA0, Not Seasonally Adjusted, Area: U.S. city average, Item: All items, Base Period: 1982-84=100 for the twelve months prior.
Example: 5%
Duration of the contract shall be for a period of (TERM) with unit prices adjustable at (Frequency of escalation) after the date of award (Frequency One-Time OR Annual), in an amount not to exceed the average of the Consumer Price Index (CPI) or (NTE percentage), whichever is less, for (Custom index), Not Seasonally Adjusted, Area: U.S. city average, Item: All items, Base Period: 1982-84=100 for the twelve months prior.
It is the vendor’s responsibility to request any pricing adjustment under this provision. For any adjustment to commence annually, the vendor’s request for adjustment shall be submitted between 90 -120-day(s) prior to contract anniversary date, utilizing the available index at the time of request. The vendor adjustment request shall not be in excess of the relevant pricing index change. If no adjustment request is received from the vendor, the County will assume the vendor has agreed to continue without a pricing adjustment. Any adjustment request received outside of the 90 - 120-day(s) period above shall not be considered. County has the right to request pricing decreases at any time.
... with unit prices adjustable at ___ after the date of award
Example: 12 months
after the date of award (Frequency One-Time OR Annual), in an amount not to exceed the average of the Consumer Price Index (CPI)
in an amount not to exceed the average of the Consumer Price Index (CPI) or ___ , whichever is less ...
Example: 5%
for all Urban Consumers, Series Id: __________, Not Seasonally Adjusted, Area: U.S. city average, Item: All items, Base Period: 1982-84=100 for the twelve months prior.
Example: CURR0100AA2
Duration of the contract shall be for a period of (TERM) with unit prices adjustable at (Frequency of escalation) after the date of award (Frequency One-Time OR Annual), in an amount not to exceed the average of the Producer Price Index (PPI) or (NTE percentage), whichever is less, for (Custom index) Not Seasonally Adjusted, Area: U.S. city average, Item: All items, Base Period: 1982-84=100 for the twelve months prior.
It is the vendor’s responsibility to request any pricing adjustment under this provision. For any adjustment to commence annually, the vendor’s request for adjustment shall be submitted between 90-120 day(s) prior to contract anniversary date, utilizing the available index at the time of request. The vendor adjustment request shall not be in excess of the relevant pricing index change. If no adjustment request is received from the vendor, the County will assume the vendor has agreed to continue without a pricing adjustment. Any adjustment request received outside of the 90-120 day(s) period above shall not be considered. County has the right to request pricing decreases at any time.
... with unit prices adjustable at ___ after the date of award
Example: 12 months
in an amount not to exceed the average of the Producer Price Index (PPI) or ___, whichever is less, for ...
Example: 5%
for all Urban Consumers, Series Id: __________, Not Seasonally Adjusted, Area: U.S. city average, Item: All items, Base Period: 1982-84=100 for the twelve months prior.
Example: PCU3259--3259- Other chemical product & preparation mfg
Does this contract have term extensions?
The contract may be extended subject to written notice of agreement from the County and successful bidder, for (Number of Extensions) additional (Term of Extensions) period(s) beyond the primary contract period. The extension shall be exercised only if all prices, terms and conditions remain the same and approval is granted by the County Administrator or Director of Purchasing.
The contract may be extended subject to written notice of agreement from the County and successful bidder, for ______________ additional
Example: 2
additional ___________ period(s) beyond the primary contract period. The extension shall be exercised only if all prices, terms and conditions remain the same and approval is granted by the County Administrator or Director of Purchasing.
Example: 12 month
The contract may be extended subject to written notice of agreement from the County and the successful bidder(s) for (Number of Extensions) additional for (Extension Length) period(s) beyond the primary contract period. Term extensions will allow for price adjustments (Decrease/Increase) in an amount not to exceed the average of the Consumer Price Index (CPI) or (NTE percentage), whichever is less, for all Urban Consumers, Series Id: CUUR0000SA0, Not Seasonally Adjusted, Area: U.S. city average, Item: All items, Base Period: 1982-84=100 for the twelve months prior to extension. The extension shall be exercised only if all terms and conditions remain the same and the County Administrator or Director of Purchasing grants approval.
It is the vendor’s responsibility to request any pricing adjustment under this provision. For any adjustment to commence on the first day of any exercised extension period, the vendor’s request for adjustment should be submitted at time of the extension request from the County, utilizing the available index at the time of request. The vendor adjustment request should not be in excess of the relevant pricing index change. If no adjustment request is received from the vendor, the County will assume the vendor has agreed that the extension term may be exercised without pricing adjustment. Any adjustment request received after the commencement of a new extension period may not be considered. County has the right to request pricing decreases at any time.
The contract may be extended subject to written notice of agreement from the County and the successful bidder(s) for ___ additional
Example: 2
______ period(s) beyond the primary contract period. Term extensions will allow for price adjustments (Decrease/Increase) in an amount not to exceed the average of the Consumer Price Index (CPI) or ...
Example: 12 month
Term extensions will allow for price adjustments (Decrease/Increase) in an amount not to exceed the average of the Consumer Price Index (CPI) or ___, whichever is less,
Example: 5%
The contract may be extended subject to written notice of agreement from the County and the successful bidder(s) for (Number of extensions) additional (Extension length) period(s) beyond the primary contract period. Term extensions will allow for price adjustments (Decrease/Increase) in an amount not to exceed the average of the Consumer Price Index (CPI) or (NTE percentage), whichever is less, (Custom Index CPI) Not Seasonally Adjusted, Area: U.S. city average, Item: All items, Base Period: 1982-84=100 for the twelve months prior. The extension shall be exercised only if all terms and conditions remain the same and the County Administrator or Director of Purchasing grants approval.
It is the vendor’s responsibility to request any pricing adjustment under this provision. For any adjustment to commence on the first day of any exercised extension period, the vendor’s request for adjustment should be submitted at time of the extension request from the County, utilizing the available index at the time of request. The vendor adjustment request should not be in excess of the relevant pricing index change. If no adjustment request is received from the vendor, the County will assume the vendor has agreed that the extension term may be exercised without pricing adjustment. Any adjustment request received after the commencement of a new extension period may not be considered. County has the right to request pricing decreases at any time.
The contract may be extended subject to written notice of agreement from the County and the successful bidder(s) for ___ additional...
Example: 2
___ period(s) beyond the primary contract period. Term extensions will allow for price adjustments (Decrease/Increase) in an amount not to exceed the average of the Consumer Price Index (CPI) or ...
Example: 12 month
Term extensions will allow for price adjustments (Decrease/Increase) in an amount not to exceed the average of the Consumer Price Index (CPI) or ___, whichever is less ...
Example: 5%
for all Urban Consumers, Series Id: __________, Not Seasonally Adjusted, Area: U.S. city average, Item: All items, Base Period: 1982-84=100 for the twelve months prior.
Example: CURR0100AA2...
The contract may be extended subject to written notice of agreement from the County and the successful bidder(s) for (Number of extensions) additional (Extension length)period(s) beyond the primary contract period. Term extensions will allow for price adjustments (Decrease/Increase) in an amount not to exceed the average of the Producer Price Index (PPI) or (NTE percentage), whichever is less, (Custom Index PPI) Not Seasonally Adjusted, Area: U.S. city average, Item: All items, Base Period: 1982-84=100 for the twelve months prior. The extension shall be exercised only if all terms and conditions remain the same and the County Administrator or Director of Purchasing grants approval.
It is the vendor’s responsibility to request any pricing adjustment under this provision. For any adjustment to commence on the first day of any exercised extension period, the vendor’s request for adjustment should be submitted at time of the extension request from the County, utilizing the available index at the time of request. The vendor adjustment request should not be in excess of the relevant pricing index change. If no adjustment request is received from the vendor, the County will assume the vendor has agreed that the extension term may be exercised without pricing adjustment. Any adjustment request received after the commencement of a new extension period may not be considered. County has the right to request pricing decreases at any time.
The contract may be extended subject to written notice of agreement from the County and the successful bidder(s) for ___ additional...
Example: 2
___ period(s) beyond the primary contract period. Term extensions will allow for price adjustments (Decrease/Increase) in an amount not to exceed the average of the Producer Price Index (PPI) or ...
Example: 12 month
Term extensions will allow for price adjustments (Decrease/Increase) in an amount not to exceed the average of the Producer Price Index (PPI) or ___, whichever is less ...
Example: 5%
for all Urban Consumers, Series Id: __________, Not Seasonally Adjusted, Area: U.S. city average, Item: All items, Base Period: 1982-84=100 for the twelve months prior.
Example: PCU3259--3259- Other chemical product & preparation mfg
Select the meetings, if any, which will be organized during this solicitation.
Provide the street address (ex 400 South Fort Harrison Ave, Clearwater FL, 33756)
Format: Day of week, Month day, year (ex. Wednesday, February 15, 2023)
ex. 1:00 pm
Performance Security in the amount of <___> or <__> prior to execution of the contract
Example: $500 or 5% - include dollar value or percent one or the other.
or
Not Applicable
Example: $500 or 5% - include dollar value or percent one or the other.
OPTION 1: NO PRE-COMMENCEMENT MEETING = NOT APPLICABLE
OPTION 2: COUNTY REPRESENTATIVE = Upon award of bid, the County will coordinate a pre-commencement meeting with the successful Contractor. The meeting will require Contractor and the County Representative to review specific contract details and deliverable documents at this meeting to ensure the scope of work and work areas are understood.
OPTION 3: FACILITY REPRESENTATIVE = A Pre-Commencement meeting will be held after the award of the contract and before the contract has started. Facility Representatives from all departments will be present to discuss their locations and any special instructions that may need to take place.
Common Carrier Attestation used when there is a contract between a governmental entity and a common carrier or contracted carrier which is executed, amended, or renewed on or after October 1, 2022, including a grant agreement or economic incentive program payment agreement.
To include the above affidavit in this solicitation select yes. If this is not applicable to this solicitation, select no.
Foreign Countries of Concern Affidavit used when an entity has access to an individual’s personal identifying information and Beginning July 1, 2025, if a governmental entity intends to extend or renew a contract with an entity, and beginning January 1, 2024, if a governmental entity intends to accept a bid on, a proposal for, or a reply to, or enter into, a contract.
To include the above affidavit in this solicitation select yes. If this is not applicable to this solicitation, select no.
Human Trafficking Affidavit used when a contract is executed, renewed, or extended between a nongovernmental entity and a governmental entity, the nongovernmental entity must provide the governmental entity with an affidavit signed by an officer or a representative of the nongovernmental entity under penalty of perjury attesting that the nongovernmental entity does not use coercion for labor or services.
To include the above affidavit in this solicitation select yes. If this is not applicable to this solicitation, select no.
SLED stands for State, Local, and Education. These are solicitations issued by state governments, counties, cities, school districts, utilities, and higher education institutions — as opposed to federal agencies.
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