FC-193-26-RFP - Client Services (aka) Service Desk/Client Services

The State of Maryland Department of Information Technology is requesting proposals for comprehensive client services including Service Desk operations, Desktop Support, and IT Asset Management under RFP FC-193-26-RFP, with proposals due July 14, 2026 at 12:00 PM and a pre-proposal conference on June 8, 2026 at 12:00 PM via Google Meet. ISO 20000-1 (IT Service Management) and ISO 27001 (Information Security Management) certifications are mandatory minimum qualifications.

A 20% Minority Business Enterprise subcontracting goal and 2% Veteran-Owned Small Business Enterprise subcontracting goal apply.

The scope encompasses 24/7/365 Service Desk operations currently handling approximately 60,000 phone-sourced and 60,000 email-sourced support requests annually; on-site and remote Desktop Support with full-time dedicated staff at Charlotte Hall Veterans Home, Maryland Department of Emergency Management, Executive Office of the Governor, and Maryland Cannabis Administration; and IT Asset Management services supporting equipment refresh cycles and inventory management across approximately 44 State agencies. The contractor must implement and operate a cloud-based Contact Center as a Service platform such as Genesys Cloud CX or similar solutions with native artificial intelligence capabilities, integrated with ServiceNow. Staffing requirements include 25 full-time Service Desk Technicians, 2 Quality Assurance Analysts, 15 IT Asset Management Specialists, and 30 End-User Desktop Support Technicians, with certain positions subject to a Not-To-Exceed designation. Key Personnel must include an Executive Sponsor, Project Manager, and Contact Center Manager with defined education and experience requirements.

The contract structure is firm fixed price with indefinite quantity work orders featuring firm fixed unit prices. The initial term is five years, followed by two one-year option periods. Primary place of performance is the DoIT facility at 100 Community Place, Crownsville, Maryland 21032, and other State of Maryland offices as needed. The contractor must maintain comprehensive service level agreements covering response times, first call resolution rates, and customer satisfaction metrics; perform annual performance reviews; conduct quality assurance monitoring of 5% of calls and case updates; and submit corrective action plans when deficiencies are identified.

Questions are due June 15, 2026 at 5:00 PM. No site visit is scheduled. Proposals must be submitted electronically through eMarylandMarketplace Advantage at emma.maryland.gov. The procurement officer is Keisha Clarke at Keisha.Clarke@maryland.gov or (410) 697-9736.