RI ETSS Application Inventory Summary

This is an application inventory document for the Rhode Island Division of Enterprise Technology Strategy and Services (ETSS) within the Department of Administration, detailing managed application services for state-operated applications. The inventory encompasses multiple Salesforce implementations across agencies including the Cannabis Licensing System (CCC), Department of Environmental Management (DEM) Agriculture and Water Resources, Department of Human Services (DHS) Early Start System, and Department of Labor and Training (DLT) Workforce Regulation, along with legacy systems built on Informix, .Net, COBOL, and Oracle platforms. The RISES application (Salesforce Service Cloud and Experience Cloud) supports cannabis licensing with public-facing operations, generating approximately 2,493 tickets annually with a support coverage model of 9:00 a.m. to 6:00 p.m. EST and medium-high customization requirements. The Cannabis Licensing Platform operates 24 x 7 with 297 annual tickets (60 percent simple, 30 percent medium, 10 percent complex), requires Spanish language support capabilities, and includes integrations with AWS, METRC, and AdobeSign. Contract execution is anticipated to commence January 1, 2027, with an initial three-year term and options to renew for up to two additional 24-month periods contingent on vendor performance and fund availability.

The managed services scope includes L1, L2, and L3 support with average monthly enhancement efforts of 150 hours for RISES and 80 hours for Cannabis Licensing, maintenance support for legacy applications generating 5 to 30 tickets weekly depending on platform, and support for 252 to 249 active reports across applications. Release cadence varies by application, with RISES deploying large projects every 7 to 12 months and Cannabis Licensing releasing weekly or on an ad hoc basis. Proposals are due August 11, 2026, at 10:00 a.m. EDT through Ocean State Procures, with vendor Q&A available July 14 through July 27, 2026. Minority and women-owned business enterprise (ISBE) participation is mandatory with vendors required to meet or exceed proposed participation rates. Required insurance includes general liability of $1,000,000 combined single limit, professional liability of $2,000,000, technology errors and omissions of $5,000,000, and either $1,000,000 umbrella liability or $2,000,000 aggregate general liability. A contract administrative fee of 0.33 percent of annual spend will be withheld from invoices, and pricing evaluation is based on hourly rates or alternative fee structures with cost constituting the primary evaluation criterion.