RQN-TT-26032542 ISPR for POs - 2026 (1).pdf

This is a Request for Bid (RFB) document for the State of California's IT Branch seeking implementation of a new comprehensive ticketing system for IT service request and incident management operations. The procurement, identified as RFB_IS_26200846_1 and 260212, was posted on April 14, 2026, with proposals due by April 27, 2026. The system must support workflow automation, ticket prioritization, assignment routing, and integration with existing IT infrastructure, while providing user authentication, role-based access controls, reporting and analytics capabilities, and mobile accessibility. Key functional requirements include API interfaces for third-party integrations, support for multiple ticket types with customizable fields, dashboard functionality for management visibility, email integration, and a scalable architecture to accommodate current and future organizational needs. The solution must comply with California state information security guidelines, incorporating data encryption, audit logging, comprehensive backup procedures, and disaster recovery capabilities.

Support and maintenance requirements include 24/5 operational support with defined response times for critical issues, regular system updates, performance monitoring, and comprehensive user documentation and training materials. Qualified bidders must hold Certified Business Enterprise (CBE) certification status as verified through the required CBE Form included in the solicitation materials. All bidders must submit completed Declaration forms and all standardized purchasing required forms as mandatory components of their bid package to ensure compliance with State of California requirements and contract terms. The procurement structure establishes a framework for issuing purchase orders under the awarded agreement, with specific pricing, funding details, and commercial terms to be negotiated as part of the contract award process. No incumbent vendor information is referenced, and award values and budget ranges have not been disclosed in the available solicitation materials.