260212 new ticket system for the IT branch

The State of California's IT Branch is seeking vendors to implement a comprehensive new ticketing system designed to streamline IT service request and incident management operations. This 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 deliverables 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 capable of accommodating 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 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. The system design must prioritize user experience, accessibility compliance, and customizable workflows to accommodate departmental variations in ticket handling procedures.

Qualified bidders must hold Certified Business Enterprise (CBE) certification status as verified through the required CBE Form included in the solicitation materials. Prospective vendors are required to 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. All bidders must meet the state's certification and compliance framework before their proposals will be considered responsive and eligible for evaluation and potential contract award. While no specific incumbent vendor or current contractor information is referenced in the available documentation, the selected vendor must demonstrate capability to integrate seamlessly with the state's existing IT infrastructure and systems. 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 the available solicitation materials.