SOLICITATION RFB_IS_26200846_1.pdf

This is a solicitation request for proposals (RFB_IS_26200846_1) issued by the State of California's IT Branch seeking vendors to implement a comprehensive new ticketing system for IT service request and incident management operations. The procurement was posted on April 14, 2026, with proposals due by April 27, 2026. The required system must support workflow automation, ticket prioritization, assignment routing, API interfaces for third-party integrations, multiple customizable ticket types, management dashboards, email integration, mobile accessibility, user authentication, role-based access controls, and reporting and analytics capabilities. The solution must integrate seamlessly with existing state IT infrastructure and accommodate current and future organizational scalability needs.

The system must comply with California state information security guidelines, including data encryption, audit logging, comprehensive backup procedures, and disaster recovery capabilities. Prospective bidders must hold Certified Business Enterprise (CBE) certification status and submit completed Declaration forms and all standardized state purchasing required forms as mandatory components of their bid packages. The selected vendor must provide 24/5 operational support with defined response times for critical issues, regular system updates, performance monitoring, comprehensive user documentation, and training materials. The solicitation emphasizes user experience, accessibility compliance, and customizable workflows to accommodate departmental variations in ticket handling. Award values, specific budget ranges, and contract term details have not been disclosed in the available solicitation materials, with pricing, funding details, and commercial terms to be negotiated as part of the contract award process.