RFP No. DCSC-26-RFP-118 (ServiceNow Enterprise Platform Implementation & Managed Adoption Services) _Entire RFP.pdf

DISTRICT OF COLUMBIA COURTS

SOLICITATION, OFFER AND AWARD

FOR SUPPLIES, OR SERVICES

ISSUED BY: DISTRICT OF COLUMBIA COURTS DATE ISSUED: August 21, 2026

ADMINISTRATIVE SERVICES DIVISION

PROCUREMENT AND CONTRACTS BRANCH OPENING DATE: August 21, 2026

510 4TH STREET, NW, BUILDING B, SUITE 323 OPENING TIME: 9:00 am EDT

WASHINGTON, DC 20001

CLOSING DATE: Sept. 10, 2026

SOLICITATION NUMBER: DCSC-26-RFP-118 CLOSING TIME: 1:00 pm EDT

OFFER/BID FOR: ServiceNow Enterprise Platform Implementation MARKET TYPE: OPEN

& Managed Adoption Services SOLICITATION TYPE: RFP

TABLE OF CONTENTS

(X) SEC. DESCRIPTION PAGE (X) SEC. DESCRIPTION PAGE

X A Solicitation/Offer/Award Form 1 X H Special Contract Requirements 46

X B Price/Cost for Supplies or Services 4 X I Contract Clauses 56

X C Description/Specs/Work Statement 13 X J List of Attachments 61

D Packaging & Marking 32 X K Representations & Certifications 62

X E Inspection & Acceptance 33 X L Instructions/Conditions/Notices to Offerors 69

X F Deliverables & Performance 36 X M Evaluation Factors for Award 79

X G Contract Administration Data 41

A.1 OFFER (TO BE COMPLETED BY OFFEROR) Note: In sealed bidding, the terms Offer/Offeror mean Bid/Bidder.

The undersigned offers and agrees that, with respect to all terms and conditions accepted by the Courts under

Section A.2 AWARD below, this Offer and the provisions of this Solicitation will constitute a Binding Contract.

Name:

Website:

Street Address:

City, State:

Zip Code:

Area Code &

Telephone Number:

OFFEROR Name and title of Person Authorized to Sign Offer: (Type or Print)

Signature

(Seal)

Date:

Impress

Corporate

Seal

Corporate (Seal)

(Secretary) (Attest)

A.2 AWARD (TO BE COMPLETED BY THE DISTRICT OF COLUMBIA COURTS)

Contract No.: Award Amount: $

Contract Period: Award Date:

Accepted as to the following items:

FOR THE DISTRICT OF COLUMBIA COURTS:

By CONTRACTING OFFICER

Name:

Solicitation No.: DCSC-26-RFP-118

ServiceNow Enterprise Platform Implementation & Managed Adoption Services

A.3 REQUIRED SUPPLIES OR SERVICES

The District of Columbia Courts (“Courts” or “DCC”) on behalf of the District of Columbia

Court Business Support Unit – the Court System is seeking proposals from qualified

ServiceNow Elite or Premier Partners to provide implementation, integration, configuration, migration, organizational change management, training, and post-production support services for a strategic enterprise ServiceNow transformation program as specified in Section C

(Description/Specifications/Work Statement).

A.4 OPEN MARKET

This solicitation is issued on an unrestricted/open market basis.

A.5 CONTRACT AWARD

The Courts anticipates awarding a single firm-fixed-price contract with a fourteen (14) month base period and two (2) one-year option periods to the responsible offeror whose conforming offer is most advantageous to the agency, considering price and other stated evaluation factors. See Sections L and M.

A.6 SAM REGISTRATION

In order to receive a contract award, the prospective contractor/offeror must be registered through the Federal System For Award Management (SAM) at https://www.sam.gov.

SAM.gov is an official U.S. government website. There is no cost to use SAM. You can use

SAM.gov for FREE to:

• Register to do business with the U.S. government.

• Update or renew your entity registration.

• Check status of an entity registration.

• Search for entity registration and exclusion records.

A.7 COMMUNICATIONS AND QUESTIONS FROM OFFERORS

All written communications regarding this solicitation should be submitted by email to Mr.

Ahmad Stanekzai, Senior Contract Specialist, at ahmad.stanekzai@dccsystem.gov. See

Section L.4.

Questions from prospective contractors/offerors must be submitted no later than 12:00 p.m. EDT on August 31, 2026. The Courts will not consider any questions received after that time.

No pre-proposal conference is planned.

A.8 SOLICITATION AMENDMENTS

The Courts will post all amendments, addenda, and responses to offeror questions on the

D.C. Courts website (https://www.dccourts.gov/dc-courts/solicitations) and SAM.gov

(https://www.sam.gov). Oral explanations or instructions given by Courts officials or staff https://www.dccourts.gov/dc-courts/solicitations https://www.sam.gov/ before the award of the contract will not be binding.

NOTE: Offeror may acknowledge solicitation amendments and addenda in the table below or on the addendum itself, or both. See Section L.6.

OFFEROR HEREBY ACKNOWLEDGES RECEIPT OF SOLICITATION

AMENDMENTS OR ADDENDA ON THE FOLLOWING DATES:

Amendment No. Signature Date Amendment No. Signature Date

A.9 Proposal Submission and Identification.

Please see section L for details.

END OF SECTION A

SECTION B - PRICE/COST FOR SUPPLIES OR SERVICES

***OFFERORS MUST FOLLOW THE INSTRUCTIONS AT SECTION L.12 (PRICE PROPOSAL CONTENT AND FORMAT) FOR COMPLETING

THE PRICE/COST SCHEDULE BELOW, WHICH WILL BECOME A PART OF THE AWARDED CONTRACT. THE CONTRACT TERM IS A

FOURTEEN (14) MONTH BASE PERIOD WITH TWO (2) ONE-YEAR OPTION PERIODS, SUBJECT TO THE AVAILABILITY OF

APPROPRIATED FUNDS. ***

B.1 CONTRACT TYPE

This is a firm-fixed price contract.

B.2 PRICE/COST SCHEDULE

B.2.1 Base Period

CLIN

Workstream

/ Domain

Key Deliverables

(per RFP)

Additional

Details

Proposed Timeline

(Relative Months)

Assigned

Payment

Deliverable

Price

CLIN-1

Program

Governance

& Delivery

Program

Management Plan;

Communications

Management Plan;

Resource Plan;

Quality

Management Plan;

Executive Status

Reporting

Package; Risk

Management

Framework

Stand up

PMO,

governance cadence, reporting, risk/issue/dep endency mgmt across all workstreams.

M1–M2: Stand‑up

& baseline artifacts

→ M2+

(continuous):

reporting, QA, risk/dependency tracking

7.5%

CLIN-2

Enterprise

Architecture

& Platform

Design

Enterprise

Architecture

Blueprint; Platform

Standards Guide;

Configuration

Management

Strategy;

Environment

Management

Strategy

Current/future state, CSDM alignment, DEV/TEST/U

AT/PROD

strategy, scalability & performance.

M1–M3: Assess & blueprint → M3–

M4: Standards finalized

6.5%

CLIN-3

IT Service

Management

(ITSM)

Current‑State

Assessment

Report; ITSM

Maturity

Evaluation; Gap

Analysis;

Future‑State

Operating Model;

End‑to‑end modernization of

Incident/Requ est/Problem/C hange/Knowle dge, catalog & automation, M1–M2:

Assessment → M3–

M5: Process redesigns → M5–

M7: Catalog & automation → M6–

M9: Reporting &

UX → M9–M12:

17%

ITSM

Improvement

Roadmap; Incident

Process Redesign;

Major Incident

Framework;

Intelligent Routing

& Assignment

Design; Escalation

Framework;

Incident

Performance

Dashboards;

Service Catalog

Assessment &

Optimization;

Catalog

Governance

Framework;

Request

Fulfillment

Automation

Design; Catalog

Item

Rationalization;

Problem

Management

Framework; RCA

Procedures;

Change Mgmt

Optimization; Risk

Assessment

Model; CAB

Governance;

Change Calendar

Configuration;

Knowledge Mgmt

Strategy;

Knowledge Article

Templates;

SLA/OLA

Framework

Review; Service

Performance

Metrics; Portal

Experience

Enhancements;

Self‑Service dashboards, governance, UX and virtual agent;

upgrade to

Australia by

Dec 2026.

Deployment & stabilization → By

Dec 2026: Platform upgrade to Australia

Optimization;

Virtual Agent

Integration; KPI

Framework;

Executive &

Operational

Dashboards; ITSM

Governance

Framework;

Process Ownership

Model; RACI

Matrix;

Operational

Runbooks; Support

Transition

Documentation

CLIN-4

IT Operations

Management

(ITOM)

CMDB Maturity

Assessment;

Discovery Health

Dashboard;

Service Mapping

Strategy; CMDB

Governance

Charter

CI ownership reconciliation rules, discovery infra, service maps.

M2–M3: CMDB

assessment → M3–

M5:

Discovery/service mapping design →

M5–M7:

Implementation & validation

6.5%

CLIN-5

Hardware

Asset

Management

(HAM)

Professional

Asset Management

Operating Model;

Stockroom Design;

Procurement

Integration

Framework;

Hardware Asset

Lifecycle

Framework;

Inventory Audit

Procedures; Asset

Compliance

Reporting; Asset

Refresh &

Replacement

Planning

End‑to‑end hardware lifecycle and compliance;

integration to procurement.

M3–M5: Operating model & lifecycle design → M5–M7:

Configuration & stockrooms → M7–

M9: Compliance reporting & automation

5%

CLIN-6

Enterprise

Asset

Management

(EAM)

Professional

Enterprise Asset

Register; Asset

Hierarchy

Framework;

Maintenance

Planning Strategy;

Preventive

Maintenance

Reliability, utilization, maintenance execution & analytics.

M4–M6: Register & hierarchy → M6–

M8: Maintenance plans & PM schedules → M8–

M10: Health monitoring & dashboards

5%

Schedule; Asset

Health Monitoring;

Work Order

Management

Framework;

Maintenance

Analytics

Dashboards

CLIN-7

HR Service

Delivery

(HRSD)

Enterprise

Employee Center

Configuration; HR

Service Catalog;

HR Case

Management

Design; Employee

Journey Mapping;

Lifecycle Event

Framework; HR

Knowledge Base

Structure; HR

Reporting &

Dashboards;

support for onboarding, transfers, promotions, leave, offboarding, return‑to‑work

Role‑based

HR services, lifecycle automation, knowledge & analytics.

M3–M5: Employee

Center & catalog →

M5–M7: Case & lifecycle config →

M7–M9:

Knowledge &

6%

CLIN-8

Customer

Service

Management

(CSM)

Professional

Customer Portal;

Omnichannel

Service

Framework; Case

Management

Design;

Entitlement

Management

Model; Major

Account Service

Model; Customer

Knowledge

Strategy; Customer

Experience

Dashboard

Unified customer experience with proactive service and entitlements.

M4–M6: Portal & case design → M6–

M8: Omnichannel

& entitlements →

M8–M10: CX

dashboards & knowledge

CLIN-9

Field Service

Management

(FSM)

Professional

Dispatch

Operations Model;

Scheduling Rules

Engine; Territory

Management

Strategy; Mobile

Optimize field workforce with mobile and routing;

cross‑module integration.

M4–M6: Dispatch

& scheduling design

→ M6–M8: Mobile

& work orders →

M8–M10: Route

Technician

Configuration;

Work Order

Templates; Route

Optimization

Configuration;

Workforce

Performance

Dashboards;

integrations with

EAM, CSM,

ITSM, asset & inventory systems optimization & dashboards

CLIN-10

Now Assist

(Generative

AI)

AI Governance

Framework; AI

Risk Assessment;

Prompt

Management

Standards;

Human‑in‑the‑Loo p Controls; AI

Compliance

Procedures; AI

Performance

Metrics; priority use cases:

incident/case summarization, knowledge generation, agent assistance, virtual agent enhancement, workflow recommendations

Responsible

AI

enablement to accelerate resolution and knowledge quality.

M2–M3:

Governance & risk

→ M4–M6: Initial use cases live →

M6–M9:

Knowledge generation & VA enrichment

CLIN-11

Integrations

Integration

Inventory;

Source/Target

Mapping; API

Design

Specifications;

Authentication

Design; Error

Handling Design;

Monitoring

Design; Integration

Testing Results;

Integration

End‑to‑end integration lifecycle incl.

security & observability.

M3–M5: Design & mapping → M5–

M8: Build & test →

M8–M10:

Monitoring & operationalization

Operations

Runbooks;

preferred: Entra

ID, Teams, Microsoft 365, ERP, financial, procurement, monitoring, telephony

CLIN-12

Security &

Compliance

Security

Architecture

Document;

Role‑Based Access

Control Matrix;

Segregation of

Duties

Assessment;

Integration

Security Design;

Data Classification

Mapping; Security

Test Results;

Compliance

Traceability

Matrix; Security

Operations

Runbook; success criteria for access approval, sensitive data protection, testing & audit logging

Least‑privileg e, SSO/MFA, logging/audit, secure integrations & data protections.

M2–M3: Security architecture baseline

→ M3–M5:

RBAC/SoD/data classification →

M6–M9: Security testing & hardening

5.5%

CLIN-13

Testing

Test Strategy; Test

Plans; Test Cases;

Traceability

Matrix; Defect

Management

Reports; Test

Summary Reports;

UAT Sign‑Off

Documentation;

Production

Readiness

Assessment; exit criteria for defect handling & UAT approval

Unit →

System →

Integration →

UAT →

Performance

→ Security;

readiness gating.

M6–M7:

Unit/System →

M7–M8: Integration

→ M9–M10: UAT

→ M10–M11:

Performance/Securit y → M11–M12:

Readiness

4.5%

CLIN-14

Organizationa l Change

Management

(OCM)

OCM Strategy;

Stakeholder

Assessment;

Change Impact

Assessment;

Communications

Plan; Executive

Messaging Toolkit;

Training

Curriculum;

Training Materials;

Adoption

Dashboard;

Readiness

Assessment

Reports; success criteria for adoption & training completion

Stakeholder engagement, communicatio ns, role‑based training, adoption metrics.

M1–M2:

Stakeholder & impact → M2–M3:

Comms & messaging → M4–

M6: Training development →

M6–M12: Delivery

& reinforcement

(ongoing adoption tracking)

CLIN-15

Hypercare &

Transition to

Operations

Go‑Live Readiness

Assessment;

Cutover Support

Plan; Hypercare

Support Plan;

Support Operating

Model;

Administrative

Runbooks;

Technical

Runbooks;

Knowledge

Transfer Materials;

Transition‑to‑Oper ations Plan; Final

Stabilization

Report; hypercare duration 30–60 days with exit criteria

Post‑producti on stabilization, triage, monitoring, KT, handover to operations.

M12: Cutover & go‑live → M12–

M13: Hypercare

(30–60 days) →

M13–M14:

Transition & stabilization report

3.5%

Total Price for the Base Period 14 months 100% $________

B.2.2 Option Year One (1)

Workstream /

Domain

Key Deliverables

(per RFP) Additional Details

Assigned

Payment

Deliverable

Price

ServiceNow

Platform

Administration, Development, Enhancement &

Upgrade Services

Platform administration, configuration and development services, enhancement delivery, release management, platform optimization, and ServiceNow family upgrade services.

Provide ongoing

ServiceNow platform administration, development, enhancement, release management, and upgrade services, including configuration and application development, workflow and integration support, platform optimization, environment management, knowledge transfer, and implementation of

ServiceNow family upgrades. All services shall align with ServiceNow leading practices and support secure, scalable, and upgrade-safe platform operations.

100%

Total Price Option Year 1 100% $________

B.2.2 Option Year Two (2)

Workstream /

Domain

Key Deliverables

(per RFP) Additional Details

Assigned

Payment

Deliverable

Price

ServiceNow

Platform

Administratio n, Platform administration, configuration and development services, enhancement delivery, release management, platform optimization, and ServiceNow family upgrade services.

Provide ongoing

ServiceNow platform administration, 100%

Development, Enhancement

& Upgrade

Services development, enhancement, release management, and upgrade services, including configuration and application development, workflow and integration support, platform optimization, environment management, knowledge transfer, and implementation of

ServiceNow family upgrades. All services shall align with ServiceNow leading practices and support secure, scalable, and upgrade-safe platform operations.

Total Price Option Year 2 100% $________

END OF SECTION B

SECTION C – DESCRIPTION / SPECIFICATIONS / WORK STATEMENT

C.1 Executive Summary

The contractor shall implement and optimize the following ServiceNow products and capabilities:

a) HR Service Delivery (HRSD) Enterprise

b) Field Service Management (FSM) Professional

c) Enterprise Asset Management (EAM) Professional

d) Customer Service Management (CSM) Professional

e) IT Operations Management (ITOM)

f) Hardware Asset Management (HAM) Professional

g) IT Service Management (ITSM)

h) Now Assist (Generative AI capabilities)

The organization intends to establish a scalable enterprise platform architecture that enables cross-functional workflows, automation, asset lifecycle management, employee services, customer services, operational resilience, and AI-enabled productivity.

C.2 Overview of District of Columbia Court System (DCCS)

C.2.1 The D.C. Courts is the judicial branch of the District of Columbia and comprises three entities: the District of Columbia Court of Appeals, the Superior Court of the

District of Columbia, and the District of Columbia Court System (“DCCS”). DCCS includes the Executive Office and administrative offices that support both courts.

The D.C. Courts is a fully unified large urban court system with over 95 judicial officers and approximately 1,200 employees.

C.2.2 The Courts include the Court of Appeals, the District of Columbia’s highest court, the Superior Court, a trial court of general jurisdiction, and the Court System, which provides administrative functions for both courts. Because the District of Columbia has no intermediate appellate court, the Court of Appeals hears all cases appealed from the trial court. The Court of Appeals also reviews decisions and orders of D.C.

Government administrative agencies. Final judgments of the Court of Appeals are reviewable by the U.S. Supreme Court.

C.2.3 The Superior Court has five major operating divisions which process civil, criminal, domestic violence, family, probate and tax cases. The Court also operates the juvenile probation function for the District of Columbia, mediation programs and a

Crime Victims Compensation Program which provides financial assistance to victims of violent crime and their families.

C.2.4 The Court System provides business support services, including, but not limited to, capital projects, facility management, budget and finance, administrative services, human resources, legal counsel, training, planning, research and development, court reporting, and information technology.

C.2.5 The ITD employs staff of about eighty-one (81) and is responsible for all aspects of business process automation, information systems management, network operations, server and storage management, courtroom technology support, security risk management and auditing, as well as desktop and peripheral support.

C.2.6 The ITD’s small QA and testing group supports in-house developed web-based applications using JAVA and Oracle APEX as well as Commercial-Off-The-Shelf

(COTS) software packages.

C.2.7 The ITD is an ITIL v.3 level 3 organization. Service Now is used for the entire service management life cycle.

C.3 Strategic Objectives

The objectives of this engagement include:

C.3.1 Enterprise Transformation

a) Establish ServiceNow as the enterprise workflow platform.

b) Standardize service delivery across business functions.

c) Reduce manual effort through automation.

d) Improve service visibility and reporting.

C.3.2 Operational Excellence

a) Improve service quality and SLA attainment.

b) Increase asset utilization.

c) Enhance operational reliability.

d) Improve customer and employee experience.

C.3.3 AI Enablement

a) Implement Now Assist responsibly.

b) Accelerate case resolution.

c) Improve knowledge generation.

d) Increase agent productivity.

e) Leverage AI insights and summarization.

C.4 Scope of Work

C.4.1 Program Governance and Delivery

The selected contractor shall provide overall program management and governance for the duration of the engagement. The contractor shall be responsible for planning, coordinating, tracking, and managing all implementation activities across the ServiceNow platform.

The implementation approach shall include:

a) Program governance framework

b) Executive steering committee support

c) Project scheduling and reporting

d) Resource management

e) Quality assurance reviews

f) Risk and dependency management

g) Financial and scope management

h) Multi-workstream coordination

The contractor shall define governance structures that clearly identify roles, responsibilities, decision-making authority, escalation procedures, and communication protocols.

C.4.1.1 Additional Deliverables:

a) Program Management Plan

b) Communications Management Plan

c) Resource Plan

d) Quality Management Plan

e) Executive Status Reporting Package

f) Risk Management Framework

C.5 Platform Design Requirements

C.5.1 Enterprise Architecture

The contractor shall design an enterprise ServiceNow architecture that supports current business requirements while providing scalability for future platform expansion.

C.5.1.1 Architecture activities shall include:

a) Current-state assessment

b) Future-state architecture design

c) Platform consolidation opportunities

d) Common service data model (CSDM) design

e) Enterprise workflow strategy

f) Scalability and performance planning

g) Environment strategy (DEV, TEST, UAT, PROD)

C.5.1.2 Platform Standards

C.5.1.2.1 The contractor shall establish:

a) Configuration standards

b) Development standards

c) CMDB standards

d) Catalog standards

e) Integration standards

f) AI governance standards

C.5.1.3 Additional Deliverables:

a) Enterprise Architecture Blueprint

b) Platform Standards Guide

c) Configuration Management Strategy

d) Environment Management Strategy

C.6 IT Service Management

C.6.1 Business Objectives

The Organization currently utilizes IT Service Management capabilities. It seeks to upgrade, enhance, mature, and optimize its existing ITSM environment, processes, workflows, service experiences, and operational effectiveness by implementing ServiceNow leading practices and platform capabilities.

The selected contractor shall upgrade the current ServiceNow ITSM environment from Yokohama to Australia by December 2026.

The selected contractor shall assess the current state of the ITSM environment and develop a roadmap to improve service delivery, increase automation, enhance self-service capabilities, and establish a scalable foundation for Enterprise Service Management (ESM).

The ITSM enhancement effort shall focus on:

a) Improving the efficiency and effectiveness of Incident, Request, Problem, Change, and

Knowledge Management processes.

b) Standardizing service management processes across technology teams and support organizations.

c) Improving user experience through modern self-service capabilities, intelligent routing, virtual agent functionality, and streamlined fulfillment workflows.

d) Increasing automation and reducing manual effort through workflow orchestration and platform-native capabilities.

e) Improving service visibility through meaningful operational metrics, dashboards, and reporting.

f) Strengthening governance, compliance, and auditability across IT service management functions.

g) Enhancing service quality through improved service level management, escalation processes, and knowledge-centered service practices.

h) Aligning ITSM processes with ITIL and ServiceNow best practices while maximizing adoption of out-of-the-box functionality.

i) Establishing a foundation for future expansion into Enterprise Service Management and integration with HRSD, CSM, FSM, HAM, EAM, ITOM, and AI-enabled workflows.

j) Leveraging Now Assist and intelligent automation capabilities to improve agent productivity, reduce resolution times, and improve customer satisfaction.

C.6.2 Current-State Assessment Requirements

The contractor shall conduct a comprehensive assessment of the existing ITSM environment, including:

a) Current processes and workflows

b) Existing ServiceNow configurations

c) Service catalog maturity

d) Knowledge management effectiveness

e) SLA and OLA performance

f) Assignment and escalation models

g) Reporting and KPI effectiveness

h) User experience and self-service adoption

i) Integration dependencies

j) Organizational readiness and governance maturity

The assessment shall identify process gaps, technical debt, opportunities for improvement, and recommendations for phased modernization.

C.6.3 Detailed Deliverables

The contractor shall provide the following ITSM enhancement deliverables:

C.6.3.1 ITSM Maturity Assessment

a) Current-State Assessment Report

b) ITSM Maturity Evaluation

c) Gap Analysis

d) Future-State Operating Model

e) ITSM Improvement Roadmap

C.6.3.2 Incident Management Enhancement

a) Incident Process Redesign

b) Major Incident Management Framework

c) Intelligent Routing and Assignment Design

d) Escalation Framework

e) Incident Performance Dashboards

C.6.3.3 Request Management & Service Catalog Enhancement

a) Service Catalog Assessment and Optimization

b) Catalog Governance Framework

c) Service Request Standardization

d) Request Fulfillment Automation Design

e) Catalog Item Rationalization Recommendations

C.6.3.4 Problem Management Enhancement

a) Problem Management Framework

b) Root Cause Analysis Procedures

c) Problem Review Process

d) Continuous Improvement Process

e) Trend Analysis Dashboard

C.6.3.5 Change Enablement Enhancement

a) Change Management Process Optimization

b) Change Risk Assessment Model

c) CAB Governance Framework

d) Change Calendar Configuration

e) Change Success Metrics Dashboard

C.6.3.6 Knowledge Management Enhancement

a) Knowledge Management Strategy

b) Knowledge Lifecycle Governance

c) Knowledge Article Templates

d) Knowledge Quality Review Process

e) Self-Service Knowledge Optimization

C.6.3.7 Service Level Management

a) SLA and OLA Framework Review

b) Service Performance Metrics Design

c) Service Target Recommendations

d) Executive and Operational Dashboards

C.6.3.8 Employee and Customer Experience Improvements

a) Portal Experience Enhancements

b) Self-Service Optimization Strategy

c) Virtual Agent Integration Design

d) Service Request Journey Mapping

e) User Experience Recommendations

C.6.3.9 Reporting & Analytics

a) KPI Framework

b) Executive Dashboards

c) Operational Dashboards

d) Continual Service Improvement Metrics

e) Service Management Performance Reporting

C.6.3.10 Governance & Operational Readiness

a) ITSM Governance Framework

b) Process Ownership Model

c) RACI Matrix

d) Operational Runbooks

e) Support Transition Documentation

C.6.3.11 Expected Outcomes

The proposed ITSM enhancements should enable measurable improvements in:

a) Incident response and resolution times

b) First-contact resolution rates

c) Service request fulfillment times

d) User self-service adoption

e) Knowledge article utilization

f) Change success rates

g) Service level attainment

h) Customer and employee satisfaction

i) Operational efficiency

j) Overall ITSM process maturity

The contractor shall identify baseline metrics during the assessment phase and establish target performance measures to demonstrate value realization throughout the implementation and post-production support periods.

C.7 IT Operations Management

C.7.1 Business Objectives

The ITOM implementation shall establish accurate operational visibility across infrastructure, applications, cloud resources, and business services.

C.7.1.1 CMDB and Discovery Requirements

The contractor shall:

a) Conduct CMDB maturity assessment

b) Define CI ownership

c) Establish CMDB governance processes

d) Configure reconciliation and identification rules

e) Implement Discovery infrastructure

f) Design service maps

C.7.1.1 Additional Deliverables

a) CMDB Maturity Assessment

b) Discovery Health Dashboard

c) Service Mapping Strategy

d) CMDB Governance Charter

C.8 Hardware Asset Management Professional

C.8.1 Business Objectives

The HAM implementation should enable end-to-end management of hardware assets from procurement through retirement while maintaining compliance and financial accountability.

C.8.1.1 Required Deliverables

a) Asset Management Operating Model

b) Stockroom Design

c) Procurement Integration Framework

d) Hardware Asset Lifecycle Framework

e) Inventory Audit Procedures

f) Asset Compliance Reporting

g) Asset Refresh and Replacement Planning

C.8.1.2 Key Outcomes

a) Reduced asset loss

b) Improved inventory accuracy

c) Enhanced compliance tracking

d) Improved procurement visibility

C.9 Enterprise Asset Management Professional

C.9.1 Business Objectives

The EAM implementation should improve maintenance management, asset reliability, utilization, and lifecycle performance.

C.9.1.1 Required Deliverables

a) Enterprise Asset Register

b) Asset Hierarchy Framework

c) Maintenance Planning Strategy

d) Preventive Maintenance Schedule

e) Asset Health Monitoring

f) Work Order Management Framework

g) Maintenance Analytics Dashboards

C.9.1.2 Success Criteria

a) Increased asset uptime

b) Reduced maintenance costs

c) Improved work order completion

d) Improved asset utilization metrics

C.10 HRSD Enterprise

C.10.1 Business Objectives

The HRSD implementation shall improve employee experience through streamlined HR service delivery and automated employee lifecycle processes.

C.10.1 Required Deliverables

a) Employee Center Configuration

b) HR Service Catalog

c) HR Case Management Design

d) Employee Journey Mapping

e) Lifecycle Event Framework

f) HR Knowledge Base Structure

g) HR Reporting and Dashboards

h) Employee Lifecycle Events

C.10.2 The contractor shall support areas such as:

a) Onboarding

b) Transfers

c) Promotions

d) Leave management

e) Offboarding

f) Return-to-work processes

C.11 Customer Service Management

C.11.1 Business Objectives

Provide a unified customer service platform that enables proactive service delivery and consistent customer experiences.

C.11.1.1 Required Deliverables

a) Customer Portal

b) Omnichannel Service Framework

c) Case Management Design

d) Entitlement Management Model

e) Major Account Service Model

f) Customer Knowledge Strategy

g) Customer Experience Dashboard

C.11.1.2 Customer Experience Goals

a) Faster case resolution

b) Improved self-service utilization

c) Higher customer satisfaction

d) Improved service transparency

C.12 Field Service Management

C.12.1 Business Objectives

Optimize field workforce efficiency while improving service quality and customer satisfaction.

C.12.2 Required Deliverables

a) Dispatch Operations Model

b) Scheduling Rules Engine

c) Territory Management Strategy

d) Mobile Technician Configuration

e) Work Order Templates

f) Route Optimization Configuration

g) Workforce Performance Dashboards

C.12.3 Integration Requirements

FSM should integrate with:

a) EAM

b) CSM

c) ITSM

d) Asset repositories

e) Inventory systems

C.13 Now Assist

C.13.1 Business Objectives

Implement AI-driven capabilities that improve productivity, reduce manual effort, and accelerate issue resolution.

C.13.1.1 Priority Use Cases

a) Incident summarization

b) Case summarization

c) Knowledge article generation

d) Agent assistance

e) Virtual Agent enhancement

f) Workflow recommendations

C.13.1.2 AI Governance Deliverables

a) AI Governance Framework

b) AI Risk Assessment

c) Prompt Management Standards

d) Human-in-the-Loop Controls

e) AI Compliance Procedures

f) AI Performance Metrics

C.13.1.3 Expected Outcomes

a) Reduced handling times

b) Improved agent productivity

c) Increased self-service effectiveness

d) Improved knowledge quality

C.14 Integrations

C.14.1 The Contractor shall provide a comprehensive integration strategy.

C.14.1.1 Integration Deliverables

a) Integration Inventory

b) Source and Target Mapping

c) API Design Specifications

d) Authentication Design

e) Error Handling Design

f) Monitoring Design

g) Integration Testing Results

h) Integration Operations Runbooks

C.14.1.2 Preferred Integrations

a) Microsoft Entra ID

b) Microsoft Teams

c) Microsoft 365

d) ERP Systems

e) Financial Systems

f) Procurement Platforms

g) Monitoring Solutions

h) Telephony Systems

C.15 Security & Compliance

C.15.1 Security Objectives

The selected contractor shall design and implement a secure ServiceNow platform architecture that protects organizational data, supports regulatory compliance obligations, and aligns with enterprise cybersecurity standards.

The security model shall support the principles of confidentiality, integrity, availability, auditability, and least privilege across all implemented ServiceNow modules.

C.15.2 Security Requirements

The contractor shall:

a) Design and implement role-based access controls (RBAC).

b) Apply least-privilege security principles.

c) Configure segregation of duties controls.

d) Support Single Sign-On (SSO) and Multi-Factor Authentication (MFA).

e) Design secure integrations using approved authentication methods.

f) Implement data access restrictions based on business function and user role.

g) Configure audit logging and monitoring.

h) Establish privileged access controls.

i) Protect sensitive employee, customer, and asset information.

j) Secure AI-enabled capabilities and governance controls for Now Assist.

k) Participate in security architecture reviews and security testing activities.

C.15.3 Compliance Requirements

The contractor shall support compliance with applicable organizational, industry, and regulatory requirements, including:

a) Privacy and data protection requirements

b) Records retention requirements

c) Internal audit requirements

d) Security governance standards

e) Risk management frameworks

C.15.4 Security Deliverables

a) Security Architecture Document

b) Role-Based Access Control Matrix

c) Segregation of Duties Assessment

d) Integration Security Design

e) Data Classification Mapping

f) Security Test Results

g) Compliance Traceability Matrix

h) Security Operations Runbook

C.15.5 Success Criteria

a) All production access approved through documented governance processes.

b) Sensitive records protected using appropriate access controls.

c) Security testing completed before production deployment.

d) Audit logging enabled for critical transactions and administrative functions.

C.16 Testing Requirements

C.16.1 Testing Objectives

The contractor shall establish a comprehensive testing program to validate solution functionality, integration performance, security controls, data integrity, and business readiness before deployment.

Testing activities shall ensure that all configured solutions meet approved requirements and design specifications.

C.16.1.1 Required Testing Activities

a) Unit Testing

i. Validate individual configurations, workflows, integrations, and custom components.

b) System Testing

i. Validate complete business processes across modules.

c) Integration Testing

i. Verify data exchanges with external systems including:

• Microsoft 365

• Teams

• Entra ID

• ERP systems

• Asset systems

• Monitoring tools

d) User Acceptance Testing (UAT)

e) Support business stakeholders in validating:

• Business process functionality

• Data accuracy

• User experience

• Reporting requirements

f) Performance Testing

i. Validate:

• Platform responsiveness

• Transaction volumes

• User concurrency

• Integration performance

g) Security Testing

i. Validate:

• Access controls

• Role-based permissions

• Data segregation

• Authentication controls

C.16.1.2 Deliverables

a) Test Strategy

b) Test Plans

c) Test Cases

d) Traceability Matrix

e) Defect Management Reports

f) Test Summary Reports

g) UAT Sign-Off Documentation

h) Production Readiness Assessment

C.16.1.3 Exit Criteria

Production deployment shall not proceed until:

a) Critical defects are resolved.

b) High-priority defects are mitigated or approved.

c) UAT approval has been received.

d) Production readiness criteria have been satisfied.

C.17 Organizational Change Management

C.17.1 Change Management Objectives

The contractor shall develop and execute an Organizational Change Management (OCM) strategy to promote adoption, minimize resistance, and enable sustainable operational transformation.

The OCM program shall address people, process, technology, governance, and organizational readiness considerations throughout the implementation lifecycle.

C.17.1.1 OCM Activities

C.17.1.1.1 Stakeholder Engagement

a) Identify stakeholders.

b) Assess change impacts.

c) Define stakeholder engagement strategies.

d) Establish executive sponsorship plans.

C.17.1.2 Communications

The communication strategy shall include:

a) Executive communications

b) Leadership updates

c) End-user communications

d) Deployment readiness messaging

Go-live communications

C.17.1.3 Training

The contractor shall develop role-based training for:

a) Administrators

b) Service Desk Staff

c) Field Technicians

d) Asset Managers

e) HR Personnel

f) Customer Service Staff

g) Business Users

h) Executives and Managers

C.17.1.4 Adoption Management

a) Define adoption metrics.

b) Conduct readiness assessments.

c) Identify change champions.

d) Develop reinforcement strategies.

C.17.1.5 Deliverables

a) OCM Strategy

b) Stakeholder Assessment

c) Change Impact Assessment

d) Communications Plan

e) Executive Messaging Toolkit

f) Training Curriculum

g) Training Materials

h) Adoption Dashboard

i) Readiness Assessment Reports

C.17.1.6 Success Criteria

a) User adoption targets achieved.

b) Training completion thresholds met.

c) Executive sponsorship established.

d) Organizational readiness confirmed before deployment.

C.18 Hypercare & Support

C.18.1 Hypercare Objectives

The contractor shall provide post-production support services to ensure successful stabilization of the ServiceNow platform following go-live.

Hypercare services shall address operational issues, user questions, opportunities for system optimization, and knowledge transfer activities.

C.18.1.1 Hypercare Requirements

The contractor shall provide a minimum of thirty (30) to sixty (60) days of post-production support.

Support activities shall include:

a) Daily issue triage

b) Defect resolution

c) User support

d) Performance monitoring

e) Integration monitoring

f) Reporting validation

g) Knowledge transfer

h) Configuration adjustments within approved scope

C.18.1.2 Transition to Operations

The contractor shall establish a structured support transition process that prepares internal resources to operate and maintain the ServiceNow platform.

Activities shall include:

C.18.1.2.1 Knowledge Transfer

a) Administrator training

b) Platform architecture reviews

c) Configuration reviews

d) Integration support procedures

e) Reporting support procedures

C.18.1.2.2 Operational Readiness

a) Support model definition

b) Incident management procedures

c) Release management processes

d) Escalation procedures

e) Maintenance schedules

C.18.1.2.3 Deliverables

a) Go-Live Readiness Assessment

b) Cutover Support Plan

c) Hypercare Support Plan

d) Support Operating Model

e) Administrative Runbooks

f) Technical Runbooks

g) Knowledge Transfer Materials

h) Transition-to-Operations Plan

i) Final Stabilization Report

C.18.1.2.4 Exit Criteria

Hypercare may conclude when:

a) Critical production issues have been resolved.

b) Service levels have stabilized.

c) Operational support teams have completed knowledge transfer.

d) Support ownership has been formally transitioned.

e) Executive stakeholders approve production stabilization.

C.19 Contractor Qualifications

C.19.1 The contractor shall demonstrate:

C.19.1.1 Organizational Qualifications

a) ServiceNow Elite or Premier Partner

b) Minimum five years ServiceNow implementation experience

c) Established ServiceNow practice

C.19.2 Technical Qualifications

a) Certified personnel across:

• ITSM

• ITOM

• HAM

• EAM

• HRSD

• FSM

• CSM

• IntegrationHub

• AI and Now Assist

b) Preferred Qualifications

• ServiceNow CTA resources

• ServiceNow CMA resources

• Federal or regulated-industry experience

• Enterprise-scale implementations exceeding 5,000 users

END OF SECTION C

SECTION D - PACKAGING AND MARKING

THIS PAGE IS INTENTIONALLY LEFT BLANK.

SECTION E - INSPECTION AND ACCEPTANCE

E.1 Inspection of Services

(a) “Supplies,” as used in this clause, includes, but is not limited to raw materials, components, intermediate assemblies, end products, and lots of supplies.

(b) The Contractor shall be responsible for the materials or supplies covered by this contract until they are delivered at the designated point, but the Contractor shall bear all risk on rejected materials or supplies after notification of rejection. Upon the Contractor’s failure to cure within ten (10) days after date of notification, the Court may return the rejected materials or supplies to the Contractor at the Contractor’s risk and expense.

(c) The Contractor shall provide and maintain an inspection system acceptable to the

Court covering supplies under this contract and shall tender to the Court for acceptance only supplies that have been inspected in accordance with the inspection system and have been found by the Contractor to be in conformity with contract requirements. As part of the system, the Contractor shall prepare records evidencing all inspections made under the system and the outcome. These records shall be kept complete and made available to the

Court during contract performance and for as long afterwards as the contract requires. The

Court may perform reviews and evaluations as reasonably necessary to ascertain compliance with this paragraph. These reviews and evaluations shall be conducted in a manner that will not unduly delay the contract work. The right of review, whether exercised or not, does not relieve the Contractor of the obligations under this contract.

(d) The Court has the right to inspect and test all supplies called for by the contract, to the extent practicable, at all places and times, including the period of manufacture, and in any event before acceptance. The Court will perform inspections and tests in a manner that will not unduly delay the work. The Court assumes no contractual obligation to perform any inspection and test for the benefit of the Contractor unless specifically set forth elsewhere in the contract.

(e) If the Court performs inspection or test on the premises of the Contractor or subcontractor, the Contractor shall furnish, and shall require subcontractors to furnish, without additional charge, all reasonable facilities, and assistance for the safe and convenient performance of these duties. Except as otherwise provided in the contract, the Court will bear the expense of Court inspections or tests made at other than Contractor’s or subcontractor’s premises, provided, that in case of rejection, the Court will not be liable for any reduction in the value of inspection or test samples.

(1) When supplies are not ready at the time specified by the Contractor for inspection or test, the Contracting Officer may charge the Contractor the additional cost of inspection or test.

(2) Contracting Officer may also charge the Contractor for any additional cost of inspection or test when prior rejection makes reinspection or retest necessary.

(f) The Court has the right either to reject or to require correction of nonconforming supplies. Supplies are nonconforming when they are defective in material or workmanship or otherwise not in conformity with contract requirements. The Court may reject nonconforming supplies with or without disposition instructions.

(g) The Contractor shall remove supplies rejected or required to be corrected. However, the Contracting Officer may require or permit correction in place, promptly after notice, by and at the expense of the Contractor. The Contractor shall not tender for acceptance corrected or rejected supplies without disclosing the former rejection or requirement for correction, and when required, shall disclose the corrective action taken.

(h) If the Contractor fails to remove, replace, or correct rejected supplies that are required to be replaced or corrected within ten (10) days, the Court may either (1) by contract or otherwise, remove, replace or correct the supplies and charge the cost to the Contractor or

(2) terminate the contract for default. Unless the Contractor corrects or replaces the supplies within the delivery schedule, the Contracting Officer may require their delivery and make an equitable price reduction. Failure to agree to a price reduction shall be a dispute.

(i) If this contract provides for the performance of Court quality assurance at source, and if requested by the Court, the Contractor shall furnish advance notification of the time

(i) when Contractor inspection or tests will be performed in accordance with the terms and conditions of the contract, and (ii) when the supplies will be ready for Court inspection.

(j) The Court request shall specify the period and method of the advance notification and the Court representative to whom it shall be furnished. Requests shall not require more than two business days of advance notification if the Court representative is in residence in the Contractor’s plant, nor more than seven business days in other instances.

(k) The Court will accept or reject supplies as promptly as practicable after delivery, unless otherwise provided in the contract. Court failure to inspect and accept or reject the supplies shall not relieve the Contractor from responsibility, nor impose liability upon the

Court, for non-conforming supplies.

(l) Inspections and tests by the Court do not relieve the Contractor of responsibility for defects or other failures to meet contract requirements discovered before acceptance.

Acceptance shall be conclusive, except for latent defects, fraud, gross mistakes amounting to fraud, or as otherwise provided in the contract.

(m) If acceptance is not conclusive for any of the reasons in subparagraph (l) hereof, the

Court, in addition to any other rights and remedies provided by law, or under provisions of this contract, shall have the right to require the Contractor (1) at no increase in contract price, to correct or replace the defective or nonconforming supplies at the original point of delivery or at the Contractor’s plant at the Contracting Officer’s election, and in accordance with a reasonable delivery schedule as may be agreed upon between the Contractor and the

Contracting Officer; provided, that the Contracting Officer may require a reduction in contract price if the Contractor fails to meet such delivery schedule, or (2) within a reasonable time after receipt by the Contractor of notice of defects or noncompliance, to repay such portion of the contract as is equitable under the circumstances if the Contracting

Officer elects not to require correction or replacement. When supplies are returned to the

Contractor, the Contractor shall bear the transportation cost from the original point of delivery to the Contractor’s plant and return to the original point when that point is not the

Contractor’s plant. If the Contractor fails to perform or act as required in (1) or (2) above and does not cure such failure within a period of 10 days (or such longer period as the

Contracting Officer may authorize in writing) after receipt of notice from the Contracting

Officer specifying such failure, the Court will have the right to return the rejected materials at Contractor’s risk and expense or contract or otherwise to replace or correct such supplies and charge to the Contractor the cost occasioned the Court thereby.

E.2 Acceptance of Services

E.2.1 Services shall be accepted by the Contracting Officer’s Technical Representative (“COTR”).

The COTR will be identified in section G.6.3 of this solicitation.

END OF SECTION E

SECTION F - DELIVERABLES AND PERFORMANCE

F.1 Contract Period of Performance

The term of the Contract is fourteen (14) months from date of award of the contract.

F.2 Option Period:

The Courts may extend the term of this contract for up to two (2) optional one-year periods, or a fraction or multiple fractions thereof, at the sole discretion of the Courts and subject to the availability of appropriated funds.

F.3 Option to Extend the Term of the Contract

The Courts may extend the term of this contract for a two (2) one-year option period, or a fraction, or multiple fractions thereof, by written notice to the Contractor before the expiration of the contract; provided that the Courts shall give the Contractor a preliminary written notice of its intent to extend at least 30 days before the contract expires. The preliminary notice does not commit the Courts to an extension. The exercise of this option is subject to the availability of funds at the time of the exercise of this option. The Contractor may waive the 30-day preliminary notice requirement by providing a written waiver to the Contracting Officer prior to expiration of the contract.

If the Courts exercise this option, the extended contract shall be considered to include this option provision. The exercise of any option under this contract is contingent upon the appropriation of funds for the respective option period. However, the availability of funds does not obligate the Courts to exercise this option year.

The Offeror shall include in its price proposal, the price for the base period and two (2) one-year option period. Failure to submit price for base period and 2 option years will cause the Courts to exclude your offer from further consideration.

The total duration of this contract, including the exercise of any options under this clause shall not exceed three (3) years and two months.

F.4 Deliverables

All Deliverables shall be in a form and manner acceptable to the Courts. The Contractor shall complete the tasks and provide to the Contracting Officer’s Technical Representative the deliverables specified below within the designated time frames:

Workstream

/ Domain Key Deliverables (per RFP) Additional Details

Proposed Timeline

(Relative Months)

Program

Governance

& Delivery

Program Management Plan;

Communications Management

Plan; Resource Plan; Quality

Management Plan; Executive

Status Reporting Package; Risk

Management Framework

Stand up PMO, governance cadence, reporting, risk/issue/depende ncy mgmt across all workstreams.

M1–M2: Stand‑up & baseline artifacts →

M2+ (continuous):

reporting, QA, risk/dependency tracking

Enterprise

Architecture

& Platform

Design

Enterprise Architecture

Blueprint; Platform Standards

Guide; Configuration

Management Strategy;

Environment Management

Strategy

Current/future state, CSDM alignment, DEV/TEST/UAT/

PROD strategy, scalability & performance.

M1–M3: Assess & blueprint → M3–

M4: Standards finalized

IT Service

Management

(ITSM)

Current‑State Assessment

Report; ITSM Maturity

Evaluation; Gap Analysis;

Future‑State Operating Model;

ITSM Improvement Roadmap;

Incident Process Redesign;

Major Incident Framework;

Intelligent Routing &

Assignment Design; Escalation

Framework; Incident

Performance Dashboards;

Service Catalog Assessment &

Optimization; Catalog

Governance Framework; Request

Fulfillment Automation Design;

Catalog Item Rationalization;

Problem Management

Framework; RCA Procedures;

Change Mgmt Optimization;

Risk Assessment Model; CAB

Governance; Change Calendar

Configuration; Knowledge Mgmt

Strategy; Knowledge Article

Templates; SLA/OLA

Framework Review; Service

Performance Metrics; Portal

Experience Enhancements;

Self‑Service Optimization;

Virtual Agent Integration; KPI

Framework; Executive &

Operational Dashboards; ITSM

Governance Framework; Process

Ownership Model; RACI Matrix;

Operational Runbooks; Support

Transition Documentation

End‑to‑end modernization of

Incident/Request/P roblem/Change/Kn owledge, catalog & automation, dashboards, governance, UX and virtual agent;

upgrade to

Australia by Dec

2026.

M1–M2:

Assessment → M3–

M5: Process redesigns → M5–

M7: Catalog & automation → M6–

M9: Reporting &

UX → M9–M12:

Deployment & stabilization → By

Dec 2026: Platform upgrade to Australia

IT

Operations

Management

(ITOM)

CMDB Maturity Assessment;

Discovery Health Dashboard;

Service Mapping Strategy;

CMDB Governance Charter

CI ownership & reconciliation rules, discovery infra, service maps.

M2–M3: CMDB

assessment → M3–

M5:

Discovery/service mapping design →

M5–M7:

Implementation & validation

Hardware

Asset

Management

(HAM)

Professional

Asset Management Operating

Model; Stockroom Design;

Procurement Integration

Framework; Hardware Asset

Lifecycle Framework; Inventory

Audit Procedures; Asset

Compliance Reporting; Asset

Refresh & Replacement Planning

End‑to‑end hardware lifecycle and compliance;

integration to procurement.

M3–M5: Operating model &…