EDD RFP 3475 for Salesforce M&O

The California Employment Development Department (EDD), under the authority of the California Department of Technology (CDT) Office of Statewide Technology Procurement (OSTP), is requesting proposals for Salesforce Maintenance & Operations support services under RFP 3475, with proposals due July 21, 2026 at 12:00 PM Pacific Time. The DVBE participation requirement has been waived; however, bidders may claim optional DVBE incentives, small business preferences, non-small business subcontractor preferences, or Target Area Contract Preference Act (TACPA) preferences if they meet applicable criteria.

The scope spans maintenance and operations support for three existing Salesforce organizations: the CA-EDD Org, Contact Center Org, and EDD UI Claims Org. Required services include providing Salesforce licenses, implementing system updates and bug fixes, conducting proactive system monitoring, performing performance optimization, managing incident response within defined Service Level Agreements, leading all phases of the Software Development Lifecycle, maintaining integrations with external systems, applying security fixes, and conducting knowledge transfer to EDD staff. The awardee must support a comprehensive backlog of 39 epics across three organizational units, spanning application monitoring and observability, fraud prevention and identity verification, user account management, AI readiness, enterprise reporting and analytics, and accessibility compliance. The system integrates with multiple external platforms including Amazon Connect, AWS Elastic, Akamai CDN, Marketing Cloud, Okta, WorkspaceOne, and EntraID via REST API, SFTP, OAuth, SAML, and Salesforce SOQL protocols operating on real-time and scheduled batch intervals.

The base contract term is two years from CDT approval, with the State holding options to exercise two one-year extensions for a maximum four-year term. Cost is weighted at 40 percent of the total evaluation score. Bidders must submit an OSTP-approved eVAQ prior to proposal submission. A minimum of seven key staff members are required: one Engagement Manager, three Project Managers (one per Salesforce Org), and three Technical Leads (one per Org), with detailed experience requirements submitted through qualification forms and reference submissions. Contract award notification is targeted for February 8, 2027, with the proposal evaluation period running July 22 through September 23, 2026 and interviews potentially scheduled September 24 through October 7.