Specifications include, but are not limited to: The purpose of this RFP is to solicit proposals from qualified Contractors to provide magazine circulation services for the Iowa DNR’s magazine of conservation and recreation known as Iowa Outdoors. Circulation services should include, but not be limited to: subscriber management, customer service, promotional services, payment processing, and performance reporting. The DNR shall provide the successful Contractor with a current subscriber list that shall remain the intellectual property of the DNR and shall not be shared, sold, or provided to any person or entity without the expressed written permission of the DNR. The Contractor shall onboard the subscriber information according to its business systems and best practice. Any and all subscriber information shall be maintained within the borders of the United States of America and managed in accordance with United States of America Federal Laws and Guidelines and the State of Iowa Laws and Guidelines. Onboarding shall include, but not be limited to, upon contract execution, onboard subscriber data into company systems, establish processes/systems for subscriber management, customer service and communications (phone, email, web), set up secure data services and payment processing, and create performance reporting mechanisms as described below, with a deadline to start prior to June 30, 2024, when the Iowa Outdoors’ existing circulation management contract ends. Subscriber Management shall include United States of America based trained staffing to provide customer service, answer subscriber questions and have the ability to process orders by phone, mail, and digitally (web) using software-based systems. The Contractor shall provide the highest level of customer care/subscriber service through 1-800 number and customer service phone communications, email, and/or mail, to include, but not be limited to: ordering, renewal, payment processing, complaints, questions, delivery, returns, and exchanges. The Contractor shall provide an experienced account manager and customer service team. The Contractor shall keep on hand a supply of past issues to mail out for missing or damaged issue inquiries by subscribers. Subscriber Database Management shall include subscriber information, payment information, renewal information, promotional information, and appropriate additional information approved by the DNR. The Contractor shall maintain the subscriber database including, but not limited to: daily database system backup, secure management of subscriber information, secure management of subscriber payment information, expiration data, coding for promotion/price/term, active subscribers, and inactive subscribers. The Contractor will work with the DNR and printer to establish an annual schedule and shall provide current subscriber mailing list to printer including, but not limited to: quarterly publication printing and distribution; and five supplemental mailings per issue for new subscribers. Promotional services shall include recommendations by the Contractor for effective, innovative strategies to grow subscriptions, retain current subscriptions, and renew active and inactive subscriptions. These strategies should include cost/benefit analysis and post promotional tracking/evaluation. The Contractor will provide cost estimates and implement promotional mailings, both email and direct, upon the request of the DNR. Payment processing services shall include, but not be limited to, securely processing major credit cards, bank debit cards, checks, and cash meeting all United States of America Federal Laws and Guidelines and the State of Iowa Laws and Guidelines. The Contractor shall have a “bill-me-later” program including invoicing and collection. The Contractor shall have the capability to issue credits back to subscribers through the same method payment was received. Renewal processing shall include, but not be limited to, the Contractor sending out renewal notices via DNR-approved methods including, but not limited to, direct mail, email, and web-based services. The Contractor will be responsible for printing and mailing up to five renewal direct mail pieces per expiring subscriber, unless alternative arrangements have been expressly approved in writing by the DNR. The Contractor will also coordinate and mail annual gift renewals and promotions. The Contractor shall process and print subscriber information on direct mail pieces, presort and mail direct mail pieces in accordance with all postal requirements in the most economical DNR approved method. Performance reporting shall include, but not be limited to, quarterly reporting, and reporting of subscriber metrics, payment processing, promotional and marketing performance, complaints, and custom reports as needed by the DNR. Contractors are encouraged to present proposals based off of their expertise and creativity to best meet the above obligations.
