The Library of Congress (Library), Library Enterprises (LE) serves users through the sale of products and services. LE is supported by revolving funds and is comprised of three business-oriented divisions: Business Enterprises (BE), the Federal Library and Information Network (FEDLINK), and Federal Research Division (FRD). LE is responsible for developing and enhancing the Library's fee-based services to the public by providing strategically targeted products and services. These products and services support the Library's core mission and facilitate public access to its collections. The support services provided by LE are cost-recovery activities, where revenues are expected to fund operational costs as well as the cost of future growth and unforeseen circumstances. This legislative requirement to recover costs places a premium on efficient business practices, establishing economies of scale, and reducing unnecessary and redundant costs. LE has three (3) core business entities that function separately: 1. Business Enterprises; BE operates the Catalog Distribution Services (CDS), Duplication Services (DS), and Retail Services (RES). a. CDS - provides subscription-based web services for catalogers and facilities distribution of the Library's Machine-Readable Cataloging (MARC) data. b. DS - provides made to order replication of Library collection items. c. RES operates onsite gift shop and e-commerce site to sell gift products. 2. FEDLINK (FDL) is a nationwide consortium of federal libraries, information centers, and other federal offices that serves as their purchasing, training and resource-sharing consortium. Under its assisted acquisitions program, FEDLINK offers contracting, financial management, professional development, and library support services to the federal information community. 3. Federal Research Division (FRD)- is a research and analysis unit that provides customized products and services using the Library's extensive English and foreign-language collections, open-source materials, and staff expertise. FRD produces impartial and comprehensive studies for its clients on a cost-recovery basis. In order to maintain, support and advance LE business entities Customer Relations, the Library has a requirement for a Customer Relations Management (CRM) tool to help manage LE's customer relations management programs. Currently customer metrics are being captured at varying levels across LE but a new CRM tool is needed to track all customer engagement, produce and organize CX performance metrics, and create more rigor around feedback processes to establish business trends, improve processes, and increase outreach and revenue goals. A commercial off the shelf CRM solution will enable LE to provide a central customer portal to capture and measure customer experience. Each LE business entity requires a new CRM for the following reasons: A new Customer Relations Management (CRM) system will allow BE to analyze which services are highest in demand, most profitable, provide greater transparency around customer interactions and purchases, and make it easier to identify and address repeat customer complaints. Additionally, the CRM system will enable BE to use purchase data to predict buying behaviors, develop targeted marketing strategies by customer and service type, and capture the return on investment (ROI) for each marketing strategy deployed. Impacts: Improved customer satisfaction and awareness of retail services, as well as faster, improved communication channels between BE's retail staff and customers. A new CRM system to allow FEDLINK to provide a centralized portal for improved customer service that creates efficient communication between FEDLINK and its customers and vendors. A FEDLINK CRM will enable analysis of service line profitability, improve marketing strategies, and adjudication of customer issues. Impacts: Improved customer service will lead to higher customer retention rates, facilitate new customer acquisitions, and increase program viability. A new CRM will allow FRD to build out and maintain a currently informally-organized list of current clients, former clients, and leads, improve marketing strategies, and promote FRD events through a centralized tool. Impacts: Improved contact lists will support more frequent and targeted communication and, ultimately, a wider client base. See attachments section with Solicitation 030ADV23Q0171 and it's attachments for full requirements and details . See attachments section for Solicitation 030ADV23Q0171 amendment 0001 and its attachments for full requirements and details. See attachments section for Solicitation 030ADV23Q0171 amendment 0002 and its attachments for full requirements and details.
