RQN-TT-26032542 Specs_Clean (1).pdf

This specification document supports the State of California's IT Branch procurement (RFB_IS_26200846_1 / 260212) for a comprehensive new ticketing system to streamline IT service request and incident management operations. The solicitation was posted on April 14, 2026, with proposals due by April 27, 2026. The requested solution must deliver a fully integrated ticketing platform supporting workflow automation, ticket prioritization, assignment routing, and multi-channel integration with existing IT infrastructure. Key functional requirements include user authentication and role-based access controls, customizable ticket types with configurable fields, dashboard functionality for management visibility, email integration capabilities, mobile accessibility, API interfaces for third-party integrations, and comprehensive reporting and analytics functionality. The system architecture must be scalable to accommodate current and future organizational needs while maintaining a user-centric design that prioritizes accessibility compliance and customizable workflows to support departmental variations in ticket handling procedures.

The solution must comply with California state information security guidelines, incorporating data encryption, audit logging, comprehensive backup procedures, and disaster recovery capabilities to ensure business continuity. 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 required CBE Forms. All bidders must submit completed Declaration forms and standardized purchasing required forms as mandatory components of their bid package to ensure compliance with State of California requirements. Prospective vendors must demonstrate capability to integrate seamlessly with the state's existing IT infrastructure. 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. Award values and budget ranges have not been disclosed in available solicitation materials.