DLA 2024.13 Ticket Management System.pdf

RFI 2024.13 Ticket Management System Department of Legal Affairs

Request for Quote (RFQ)

STATE OF FLORIDA

DEPARTMENT OF LEGAL AFFAIRS

OFFICE OF THE ATTORNEY GENERAL

REQUEST FOR QUOTE

TICKET MANAGEMENT SYSTEM

DLA RFQ 2024.13

Refer ALL inquiries to:

Amy Marshall

Bureau of General Services

Office of the Attorney General

State of Florida, Department of Legal Affairs

107 West Gaines Street, Tallahassee, FL 32301

Telephone: (850) 414-3415

Email: Amy.Marshall@myfloridalegal.com

***PLACE THE REQUEST FOR QUOTE NUMBER IN THE SUBJECT LINE OF ALL

EMAILS TO THE PROCUREMENT OFFICER***

SECTION 1. OAG OBJECTIVE

The Florida Department of Legal Affairs, Office of the Attorney General (OAG), maintains a help desk ticket management system within HCL Notes and it is used by several business units (Human

Resources, Information Technology, Finance, Purchasing, Contracts, Maintenance, Mail Room, Records, Print Shop, etc.). The existing ticketing system was developed internally by OAG’s

Information Technology business unit. The OAG is searching for a responsive Respondent to provide a software product to replace the existing ticketing system. The proposed solution must be easy to use and able to assign requests to each unit’s staff members, and when complete, close out the ticket.

The number of users would depend on how the user is defined, i.e. is it the help desk staff or anyone who submits a ticket? If it is anyone that submits a ticket, the potential number is 1,400.

SECTION 2. TIMELINE OF EVENTS

EVENT LOCATION DATE/TIME

RFQ Posted to VIP https://vendor.myfloridamarketplace.com/ 04/25/25

Written Questions

Submittal Deadline

Email Procurement Officer at:

Amy.Marshall@myfloridalegal.com

05/02/25

Anticipated posting of Answers to written

Questions https://vendor.myfloridamarketplace.com/

05/09/25

Response Due Date Email Procurement Officer at:

Amy.Marshall@myfloridalegal.com 05/23/25

Anticipated Start

Dates for

Demonstrations

06/09/25

Anticipated

Contract Start Date

07/18/25

SECTION 3. MINIMUM SYSTEM REQUIREMENTS

1. Detailed overview of active ticket assignments

2. The least amount of internal maintenance possible, hopefully not needing an administrator dedicated to implementing and maintaining

3. Clear and available ticket history upfront including chain of custody

4. User contact information available upfront

5. Specific categories similar to those that are currently in the Help Desks in HCL Notes

6. Ability to have multiple Help Desks: Human Resources, Information Technology, Finance, Purchasing, Contracts, Maintenance, Mail Room, Records, Print Shop, etc.

7. Ability to transfer a ticket from one Help Desk unit to another Help Desk unit (Human

Resources to Information Technology, etc.)

8. Ticket submission or generation must be allowed via email, and through the helpdesk application or web interface.

9. Identifying ticket numbers

10. Generate reports, monthly and as needed

11. Pending and/or resolved tickets

12. Open tickets based on date

13. Ability to create listing or report of repeat issues

14. Report for transferred tickets

15. Add/terminate/transfer and modify users

16. [Phish Report] auto generated Proofpoint Threat Response tickets

17. Policy Verifications

18. Email Responses/Notifications

19. Ability to email link active/resolved tickets. (i.e. Email Link & Email To: in Notes)

20. When HD staff forwards a ticket to another department, the sender and the contact should be notified of the forwarded action, (i.e. Referred to Human Resources.

21. Human Resources should get an emailed acknowledgement that Help Desks have received their auto-generated tickets (new user, terminated user, transfer request, name change, etc.)

22. Regional Assignments

23. Resolved Tickets – for future reference

24. Create additional categories for badge access issues & security cameras.

25. Ability to add, remove, create modifications

26. User modification (location or division)

27. Information Technology Databank function

28. Ability to maintain hardware inventory (i.e., Desktop, Laptop, Surface Pro, Printer, Scanner)

29. Static IP Address designation list

30. If a ticket is still pending for “xx” hours, an automated reminder should be sent out to the

Requestor and Help Desk staff that there’s a ticket pending, and the ticket may be closed in “xx” hours if failure on the Requestor’s part to respond. Automated reminders regarding an open ticket should be sent. This will nudge both the Requestor and the Help

Desk staff to do something. Help Desk staff will be able to stop this reminder, as needed.

31. Contact information - Some form of control in place to require or suggest a cell number if submitting a ticket from remote/home.

32. A designation for “Computing – general”, which could include all type of issues not typically assigned to the standard categories available.

33. A way for a ticket to either be “broken out” into multiple assignments based on scope

(e.g., development, then operations) or use one ticket with multiple staff assigned so that the ticket “moves” to the next assignee after closing, with space for individual commentary on resolution(s) as applicable.

34. Possible ability to link a closed ticket into a newly assigned ticket for the purposes of resolution.

35. Designation of priority levels for servicing the ticket.

36. Knowledge based tracking for historical and improved assistance.

SECTION 4. DEMONSTRATIONS

The OAG will schedule online demonstrations with selected Respondents at its discretion.

Demonstrations are mandatory, if requested by the OAG, to be considered for award under this

Request for Quote (RFQ). Respondents must conduct these demonstrations using only those components that are part of its proposed solutions.

The primary focus will be on adequately demonstrating the system requirements and functionalities of the Respondent’s proposed solutions and answering all questions from the

OAG concerning the proposed solutions.

Each selected Respondent will receive a minimum of one weeks’ prior notice with the date and time of their demonstration. The exact schedule and agenda for the demonstration will be provided by the OAG prior to that Respondent’s scheduled demonstration. Any written summary of presentations or demonstrations provided by the Respondent should include a list of people attending on the Respondent’s behalf, a copy of the agenda, copies of all visuals or handouts, which will become part of the Respondent’s Reply. Failure to provide the requested information may result in negotiations with that Respondent being discontinued.

SECTION 5. RESPONSE REQUIREMENTS

1. Contact Information

Provide the Respondent’s complete name, address, telephone number, facsimile number

(if applicable), email address, and the Respondent’s contact person for this RFQ.

2. Management Capability/Experience

Provide a general overview of the Respondent’s profile including a detailed description of the Respondent’s years of experience, capability, and capacity for providing the services described in this RFQ.

3. Narrative

Provide the name and detailed description of your solution and include all pricing relevant to the proposed system.

SECTION 6. RESPONSE DUE DATE

Quotes must be emailed to Amy.Marshall@myfloridalegal.com no later than 5:00 p.m., Eastern time, on May 23, 2025, 2025.

SECTION 7. RESERVATION OF RIGHTS

The OAG reserves the right to selectively request additional information from any vendor to obtain clarification regarding their submitted quote.

SECTION 8. PROPRIETARY INFORMATION

Notwithstanding any provisions to the contrary, public records must be made available pursuant to Chapter 119, Florida Statutes, the Public Records Act, or other provisions of Florida law. If a

Respondent considers any portion of its Quote to be confidential, exempt, trade secret, or otherwise not subject to disclosure pursuant to Chapter 119, Florida Statutes, the Florida Constitution, or other authority, the Respondent must segregate and clearly mark those portions it deems exempt as “CONFIDENTIAL”. Simultaneously, with submitting an unredacted copy of the Quote, the

Respondent will provide the OAG with a separate, redacted electronic copy of its Quote and briefly describe in writing the grounds for claiming exemption from the public records law, including the specific statutory citation for such exemption. The redacted copy must contain the RFI name, number, and the name of the Respondent on the cover and must clearly be titled “REDACTED

COPY”. The Respondent must protect, defend, and indemnify the OAG for all claims arising from or relating to the determination that the redacted portions of its RFI are confidential, proprietary, trade secret, or otherwise not subject to disclosure. Respondent’s failure to submit a redacted copy with its Quote or to specify the grounds upon which the claim of exemption from disclosure is based, constitutes authorization by the Respondent for the OAG to produce the entire documents, data, or records submitted by the Respondent in response to a public records request for the records.

SECTION 9. QUOTE SUBMISSION

Respondents must submit one electronic copy of their Response via email to the contact person listed below. The Response must not exceed 30, single-sided, pages in length. The electronic files must be logically named.

SECTION 10. VENDOR COSTS

Respondents are responsible for all costs associated with preparing a Quote to this RFQ. The OAG is not responsible for any Respondent costs associated with preparing a Quote to this RFQ.

SECTION 11. QUESTIONS

Questions concerning this RFQ must be submitted via email to

Amy.Marshall@myfloridalegal.com. All responses to any questions received will be made, in writing, directly to that Respondent.

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