RFI 26-85596 Main Document.pdf

Request for Information/Innovation, Page 1 of 6

STATE OF INDIANA

REQUEST FOR INFORMATION/INNOVATION 26-85596

INDIANA DEPARTMENT OF ADMINISTRATION

ON BEHALF OF THE

DEPARTMENT OF HOMELAND SECURITY

SOLICITATION FOR:

SERVICE GATEWAY PHASE 2

RESPONSE DUE DATE:

MAY 27, 2026 BY 3:00 PM EASTERN TIME

Kevin March, Procurement Consultant Indiana Department of Administration

Procurement Division 402 W. Washington St., Room W478

Indianapolis, Indiana 46204

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TABLE OF CONTENTS

INTRODUCTION

BACKGROUND AND OBJECTIVE OF THE RFI

RESPONSE FORMAT AND ATTACHMENTS

RFI TIMELINE

QUESTION / INQUIRY PROCESS

CLARIFICATIONS AND DISCUSSIONS

CONFIDENTIALITY

RESPONSE SUBMISSION INSTRUCTIONS

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REQUEST FOR INFORMATION/INNOVATION 26-85596

INTRODUCTION

This is a Request for Information/Innovation (RFI) issued by the Indiana Department of Administration

(IDOA) on behalf of the Department of Homeland Security (DHS) regarding the Service Gateway Phase 2.

It is the intent of IDOA to solicit responses to this Request for Information/Innovation in accordance with the specifications contained in this document and associated attachments. Neither this RFI nor any response

(proposal) submitted hereto is to be construed as a legal offer.

THE STATE MAY ELECT TO LIMIT PARTICIPATION IN ANY FUTURE COMPETITIVE SOLICITATION TO

VENDORS THAT RESPOND TO THIS RFI.

BACKGROUND AND OBJECTIVE OF THE RFI

The State of Indiana requires Salesforce SPSS implementation services for the project described below. Note that this is an extension of the existing IDHS Service Gateway: Licensing, Permitting and Inspection (LPI) application that was deployed in Phase 1.

INFORMATION REQUESTED

Respondents are invited to provide detailed information and recommendations on the following areas:

Workflow Automation

The IDHS Service Gateway: Phase 2 project will implement and further automate the Licensing, Permitting and

Inspection (LPI) workflow tasks and routing rules for exisiting programs in the application and add similar functionality for the IDHS Lift Devices, Amusement Devices, Boilers and Pressure Vessels, Child Care

Ministries and Practitioner License programs.

Increased workflow management and data sharing across programs will provide internal and external Service

Gateway users with the ability to more efficiently apply for, review, inspect and issue permits as well as:

A. Expedite and streamline IDHS processes by creating more self-service and data access.

B. Reduce the application-to-permit or registration cycle time.

C. Increase IDHS staff productivity by reducing manual tasks

D. Enable applicants to track applications, make payments, manage their accounts and respond online to requests to correct application information;

E. Provide the public, IDHS staff and field inspectors with comprehensive and detailed device data and inspection history to proactively safeguard public safety;

F. Improved data availability and integrity to increase:

1. Timely entry of required information for IDHS device and license review and approval

2. Confirmation of the currency of contractor, inspector and mechanic licensing

3. Assurance that violations are recorded and corrected prior to issuance of an operating permit;

G. Completion of inspections offline when internet is not available; and

H. Use of QR codes to provide wider access to information.

Design and deployment of a Ticketing system

To be implemented using Salesforce case management functionality. Each ticket would be managed as a case and tracked from intake through Review, Investigations, Resolution and Close. Ticket statistics will be stored to

Request for Information/Innovation, Page 4 of 6 identify service improvements and to comply with regulatory reporting requirements. Ticketers would have the option to submit their ticket anonymously or to request follow-up.

Implementation of Shopping Cart functionality

The aim is to create an efficient, user-friendly, and secure online payment experience for both DHS staff and customers. The requirements focus on streamlining, enhancing, and automating online payments. The goal is to achieve high levels of customer satisfaction by offering simple, accurate, and safe online billing and payment experience.

Inspection Scheduling and Maps

Establishment of program-specific inspection calendars using Salesforce calendar functionality to include all inspector availability and scheduled inspections that include bidirectional integration with Microsoft Outlook and the Out-of-the-Box PSS mapping function to provide directions to a scheduled inspection.

QR Codes

Use of QR codes to safely improve device data accessibility and integrity for public and internal users.

Offline Capabilities

Ability for internal users to use Salesforce functionality for inspections when the inspectors are offline.

The goal of this RFI is to gather general functionality and general pricing structures from vendors for the development of a potential Request for Propoasl (RFP).

DHS is requesting information to formalize the scope of work for a potential RFP by allowing the vendor community to apprise the DHS on information that should be considered as part of the scope of work.

The State of Indiana is also interested in understanding how vendors can help meet modern expectations for security, accessibility, fraud prevention and real-time reporting while maintaining compliance with applicable state and federal standards that are compatible with any of the technology standards found in the

Information Security Framework (https://www.in.gov/iot/iot-vendor-engagement/) that are applicable, including the assistive technology standard.

RESPONSE FORMAT AND ATTACHMENTS

Respondents should submit responses to the RFI, utilizing Attachment A, describing how they will meet the specific requirements of this RFI and the deliverables included within. All narrative responses must be provided to the State in Microsoft Word format. Respondents must structure their response according to the sections outlined below to facilitate the State’s review of the responses. THE TOTAL RESPONSE SHOULD NOT BE MORE

THAN 15-20 PAGES IN LENGTH.

If you would like to provide a response/feedback to this RFI for a potential RFP for DHS, you must provide your response to State as shown in the RFI Timeline and Response Submission section below.

RFI TIMELINE

The following timeline is only an illustration of this RFI process. The dates associated with each step are not to be considered binding.

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Anticipated RFI Dates:

Activity Date

Issuance of RFI April 15, 2026

Deadline to Submit Written Questions (3:00PM Eastern Time) April 29, 2026

Response to Written Questions/RFI Amendments May 13, 2026

Due Date for Submissions May 27, 2026

QUESTION / INQUIRY PROCESS

All questions/inquiries in regards to RFI 26-85596 must be submitted in writing via email using Attachment B, Questions and Answers Template, by the deadline of April 29, 2026 by 3:00PM ET to rfp@idoa.IN.gov. The email subject line should contain the following phrase:

“REQUEST FOR INFORMATION/INNOVATION 26-85596, QUESTION AND INQUIRIES.”

Following the question/inquiry due date, IDOA will compile a list of the questions/inquiries submitted by all

Respondents. The responses will be posted to the IDOA website as soon as possible. Only answers posted on the IDOA website will be considered official and valid by the State. No Respondent shall rely upon, take any action, or make any decision based upon any verbal communication with any State employee.

Please note that Kevin March is the State’s single point of contact for this RFI. Inquiries are not to be directed to any other staff member of the DHS. Such action may disqualify respondent from further consideration in this RFI and any subsequent RFP process.

If it becomes necessary to revise any part of this RFI, or if additional information is necessary for a clearer interpretation of provisions of this RFI prior to the due date for submissions, an addendum will be posted on the IDOA website.

CLARIFICATIONS AND DISCUSSIONS

The State reserves the right to request clarifications on information submitted to the State. The State also reserves the right to conduct discussions, either oral or written, with the Respondents. These discussions could include requests for additional information, requests for cost information or technical requirements response attachment revision, etc. Additionally, in conducting discussions, the State may use information derived from the responses submitted by competing Respondents only if the identity of the Respondent providing the information is not disclosed to others. The State will provide equivalent information to all Respondents which have been chosen for discussions.

The Procurement Division will schedule all discussions. Any information gathered through oral discussions must be confirmed in writing.

CONFIDENTIALITY

It is important to note that all information submitted in Respondent’s proposals to this RFI will be kept confidential and will not be made available to the public unless this RFI does not result in the release of a solicitation at a later date. If a solicitation results from this RFI, then the information contained in the proposal submissions for this RFI must be made available to the public once the resulting solicitation has been awarded and the protest period has ended.

mailto:rfp@idoa.IN.gov

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Respondents are advised that materials contained in proposals are subject to the Access to Public Records Act (APRA), IC 5-14-3 et seq., and, after award, the entire solicitation file may be viewed and copied by any member of the public, including news agencies and competitors.

Please note citing “Confidential” on an entire section is not sufficient. The Public Access Counselor (PAC) provides guidance on APRA. Respondents are encouraged to read guidance from the PAC on this topic as this is the guidance IDOA follows:

• 18-INF-06; Redaction of Public Procurement Documents Informal Inquiry

Respondents claiming a statutory exception to the APRA must indicate so on a separate attachment labeled “Confidential Documentation Listing”. That document should include the following information:

• List all documents where claiming a statutory exemption to the APRA;

• Specify which statutory exception of APRA that applies for each document;

• Provide a description explaining the manner in which the statutory exception to the APRA applies for each document.

When claiming confidential information, respondents should submit two versions of their response:

1) A confidential version (for the State’s review and evaluation)

a. Confidential Information must be clearly marked in a separate folder.

2) A redacted version (for public records requests)

If the Respondent does not identify the statutory exception, the Procurement Division will not consider the submission confidential. The State also reserves the right to seek the opinion of the PAC for guidance if the State has doubts the cited exception is applicable.

Prices are NOT confidential information.

RESPONSE SUBMISSION INSTRUCTIONS

Firms interested in providing information to IDOA should submit responses via email to rfp@idoa.IN.gov. All responses must be received no later than May 27, 2026 by 3:00PM ET. The subject line of the email submission must clearly state the following:

“RESPONSE TO REQUEST FOR INFORMATION/INNOVATION 26-85596”

Any information received after the due date and time may not be considered.

No more than one proposal per Respondent may be submitted.

Tempaltes outlined in this document should be returned in their native file format.

The State accepts no obligations for costs incurred by Respondents in anticipation of being awarded a contract.

https://www.in.gov/pac/informal/files/18-INF-06.pdf mailto:rfp@idoa.IN.gov