OED RFP for Enterprise Service Management System

The Department of Administrative Services, State Procurement Services (DAS SPS) is issuing an RFP on behalf of the Oregon Employment Department (OED) to procure an Enterprise Service Management System, with proposals due October 15, 2026, at 10:00 AM PDT and a pre-proposal conference on September 10, 2026, at 1:30 PM PDT via Microsoft Teams. DAS SPS and OED anticipate awarding one contract from this solicitation. Oregon applies a 10% price preference to qualifying proposers offering Oregon goods and services.

The scope encompasses a cloud-based ESM solution configured (rather than extensively customized) to support IT service management functions including service requests, incident management, change management, problem management, asset management, and knowledge management. The system must integrate with OED's existing infrastructure, support workflow automation, reporting and analytics, role-based access controls, and achieve WCAG 2.1 Level AA accessibility compliance by April 24, 2027. OED currently operates two unsupported BMC FootPrints instances that the new system will replace. Proposers must complete a Vendor Evaluation Workbook addressing ten use cases.

The estimated total contract value over five years is approximately $9.09 million: $6.69 million for implementation, maintenance, and operations services plus $1.4 million for platform licensing and related costs. The pricing structure includes one-time design, development, and implementation costs (approximately $6.69 million over two years) and recurring annual managed operations and maintenance costs ($1.75 million annually). The solution includes HHS Low Code Platform licensing with AWS hosting and per-worker licensing scaled from 3,000 to greater than 5,000 workers at $128 per worker annually, with declining rates for larger user bases.

The initial contract term is five years with renewal options. Evaluation uses a two-round methodology with potential additional rounds including demonstrations or interviews. Questions are due September 17, 2026, at 10:00 AM PDT. Proposers must document outreach to Certified Firms (minority-owned, woman-owned, service-disabled veteran-owned, and emerging small businesses certified by COBID) in a mandatory but non-scored Outreach Plan. Scored evaluation criteria total 2,000 points, with references accounting for 50 points and the vendor evaluation workbook 1,000 points.