DLA RFQ 2024.13 Q&A Addendum 1.pdf

(Updated 04/2025)

STATE OF FLORIDA

DEPARTMENT OF LEGAL AFFAIRS

OFFICE OF THE ATTORNEY GENERAL

RFQ DLA 2024.13

TICKET MANAGEMENT SYSTEM

ADDENDUM #1

May 9, 2025

Questions and Answers

Contained herein are the responses to the questions submitted to the Department of Legal Affairs, Office of the Attorney General (OAG) for RFQ DLA 2024.13, Ticket Management System.

# QUESTION ANSWER

1.

Does the OAG have security requirements that you can share with us? Our experience in working with other State Agencies is that, typically, there are stringent security requirements such as SOC2 compliance that are must-have.

We would like a list of your security requirements, if you have it available.

Yes, the OAG is required to adhere to Rule 60GG-2, Florida Administrative Code, which is based on Nist 800-53.

2.

Our solution supports an active named-user license model, which will allow you to deactivate a license for one user and activate the same license for another. Our discount model is based on overall licensing volume, so knowing these estimates will provide a more accurate quote. Typically, the total number of active named users aligns closely with the number of technicians you have on staff and any additional IT staff you have that work tickets (e.g., service requests, incidents, etc.). With that said, can you please confirm the number of licenses you will need?

Based on your described model, the OAG

Help Desk Agent total is approximately 132 licenses.

3.

Would the OAG like us to address each of the 36 items under Minimum System

Requirements directly with a simple yes or no, or do you prefer an overall summary narrative approach with detailed answers for each question?

The OAG doesn’t have a preference. Please answer each item as appropriate for OAG to fully understand your response.

4.

Our platform is only licensed per agent/ fulfiller/ resolver with no license required for each end-user (employee submitting tickets). How many people will be resolving tickets in the new platform in total?

The OAG Help Desk Agent total is approximately 132 licenses.

5.

We also offer named and concurrent licenses as well as a combination of both which is a great way to license the solution more efficiently and reduce the cost, especially when the solution is used by a number of departments. Does the Dept have a preference of licensing model, or are you open to our best suggestion?

OAG is open to your best suggestion, but named licensing is what most platforms use.

6.

Could you please confirm how “user” is defined for licensing purposes—only help desk staff or also those who submit tickets?

It depends on how your product interacts with users – named or concurrent or other.

7.

Will each help desk unit operate independently within the system, or will there be cross-functional oversight or shared queues?

Each desk in different units do operate independently of one another, the main interaction between the desks is the ability to transfer incorrectly routed tickets from one to another.

8.

Could you elaborate on the expectations for regional assignments - oes this imply geographic routing logic or simple tagging?

OAG uses both physical location and business unit.

For the IT Help Desk we have regions based on location, tickets get assigned based on which region the user that submitted the ticket is in. Example – Ft.

Lauderdale user gets assigned to Ft.

Lauderdale staff or South Florida region.

9.

Can you provide technical documentation or expectations for the “auto-generated Proofpoint Threat Response tickets” integration?

We can update ProofPoint alerting to cc:Help

Desk to auto-generate tickets. It is desired that the system auto-generate tickets based on a filter to include specific email address or specific words in the body.

10.

Are the HR-generated tickets being created via API/email trigger? Should the system have dynamic parsing to categorize those?

HCL Notes generates a ticket and places it in a queue for distribution to other units via dynamic parsing and using email triggers.

11. Is there a preference for cloud-based (SaaS) vs. on-premise deployment?

No preference, however, the solution must be capable of running in our Azure GCC environment.

12.

What email platform (e.g., Outlook, Gmail, Exchange) is currently used for ticket submission and communication?

We use Office 365 Outlook for agency email.

13.

Is there an existing inventory system the new platform needs to integrate with, or should it include native asset management capabilities?

No, the proposed platform will not need to integrate with an existing asset management system.

14.

Is Single Sign-On (SSO) or integration with Active Directory or Azure AD required?

Integration with AD and Entra ID is required.

15.

Will historical ticket data from HCL Notes need to be migrated to the new system? If yes, is there a data export format available? No.

16.

What format and delivery mechanism are expected for the “monthly and as-needed” reports? (e.g., PDF, Excel, scheduled email?)

The preference is for various formats with ability to export.

17.

Are you expecting a built-in knowledge base module, or should the solution integrate with an existing platform?

OAG will need a built-in module with the ability to import (for example – csv).

18.

Is it OAG's desire to have all groups mentioned on the Ticketing system in the initial implementation? (Human Resources, Information Technology, Finance, Purchasing, Contracts, Maintenance, Mail Room, Records, Print Shop, etc.) Yes.

19.

Foundational Data Sources - What are sources for other foundational data:

locations, business units, departments, groups; Are there expectations for integrations between ServiceNow and these sources?

We are currently using HCL Notes for data.

No expectations for integration with

ServiceNow.

20.

How are users authenticated for your enterprise systems today? Is there an enterprise SSO User Authentication and if yes, what Authentication engine do you use? e.g., Active Directory? If AD is that Azure AD Cloud, On-Premise AD or a Hybrid?

OAG uses Hybrid AD and Entra ID.

21.

Is your Single Sign On Active Directory: On-Premise, Cloud or a Hybrid implementation? OAG uses Hybrid AD and Entra ID.

22. Is AD your qualified source for Users, Groups & user group membership? Yes.

23.

What are pain points you have with your existing sytem today and what are your expectations and desired business outcomes for eliminating those pain points by implementing another solution?

Please see Section 3 in the RFQ.

Integration with items such as PDQ and

BeyondTrust and AD will be needed.

24.

Ticket SLAs - how do you define your service level agreements today for support? Response SLAs? Resolve SLAs? is it by organization/group or by priority. Do the teams use the same SLAs?

SLAs are not system defined. They are determined by unofficial business unit agreements.

25.

Please list the integrations in scope and include bidirectional or unidirectional and a detailed use case on functions the integration is expected to perform.

Read only access to integration with items such as PDQ and BeyondTrust and AD will be needed.

26.

Can you describe the current ticket lifecycle, including intake, triage, assignment, resolution, and closure processes across departments?

It varies by task and priority. Generally, it is intake, triage, assignment, resolution and closure.

27.

Are all listed departments currently using a unified process in HCL Notes, or do they have distinct workflows and forms?

The current Help Desks have distinct workflows and forms.

28.

How are priority levels currently determined and enforced? Are there SLAs in place per category or department?

It varies by task and priority. Currently there are no formal SLAs.

29.

What level of granularity is needed in reporting (e.g., per user, per department, per category, per region)?

All of those listed, plus fields such as dates.

30.

Are there any integrations with upstream or downstream systems that create or consume tickets (e.g., HR systems for onboarding tickets)?

Possible integration with Microsoft Dynamics and Hyland OnBase.

31.

Please clarify how users are categorized. Will only Help Desk staff need full platform licenses, while requesters use the self-service portal?

It depends on how your system interacts with submitters and agents. .

Preference will be for users to submit requests via an email. Help Desk staff will need full platform licenses.

32.

Are there different access levels expected for regions or roles (e.g., regional leads vs. central admins)?

No, we don’t need different access levels. All help desk staff will need the ability to re-assign tickets.

33.

You mentioned auto-generated Proofpoint Threat Response tickets. Can you provide more detail on the current integration? Is an API available?

We can update ProofPoint alerting to cc:Help Desk to auto-generate tickets. It is desired that the system auto-generate tickets based on a filter to include specific email address or specific words in the body.

34.

Is there a requirement to integrate with Microsoft Active Directory or any HRIS system for user provisioning and role management? Yes.

35.

What system (if any) is currently used for hardware inventory? Should this be integrated with the ticketing system or fully transitioned?

HCL Notes is currently being used. OAG IT also tracks inventory via PDQ for IT purposes.

36.

Are there any regulatory or security compliance requirements (e.g., CJIS, HIPAA, Florida Sunshine Law) that apply to this implementation? Yes. See Answer to Question #1.

37.

Is there a preferred timeline for go-live after contract award (target is July 18, 2025)?

No. The Go live date will be determined after the respondent and the OAG meet to discuss the final timeline.