RFQ # Zendesk Product Renewal

The California Civil Rights Department (CRD) has issued Request for Quote (RFQ) #25-0107 for the renewal of Zendesk products and services, with a submission deadline of April 16, 2026, at 2:00 p.m. Pacific Standard Time. The procurement seeks pricing for four line items: 150 seats of Zendesk Suite Enterprise, 150 seats of Copilot AI add-on for agents, 150 seats of Advance Data Privacy and Protection add-on, and one Premier Essentials 24/7 support package with digital access to schedule sessions with customer advocacy. The contract renewal term spans two years, from June 26, 2026, to June 25, 2028, with annual billing and an estimated contract start date of June 30, 2027. Quote responses must be submitted electronically in PDF format via email to bidsubmission@calcivilrights.ca.gov. The procurement will be evaluated using the Lowest Cost Evaluation method based on price competitiveness, with award determined on an "all or none" basis, by individual group, or by individual line item, at the State's discretion. Bidders must submit nine required attachments including a Price Sheet, Certification Sheet, Bidder Declaration, Payee Data Record (STD 204), and certifications related to the Darfur Contracting Act, postconsumer recycled content, and California civil rights laws. All bidders must declare their intention to use Generative Artificial Intelligence in deliverables or as a product offering.

The RFQ includes optional preference programs available to qualifying bidders, including a Small Business Preference (up to 5% cost adjustment), Disabled Veteran Business Enterprise (DVBE) Incentive (up to 5% or $100,000, whichever is less), and Target Area Contract Preference Act (TACPA) eligibility. Bidders must familiarize themselves with the General Services Procurement Division IT General Provisions documents for both non-cloud and cloud computing services as referenced in the solicitation. While no specific incumbent vendor or budget range is disclosed in the available documentation, the estimated contract value can be inferred based on the volume of seats and support services being procured over the two-year renewal period. The solicitation does not identify existing infrastructure requirements or technology integration specifications beyond the standard Zendesk platform capabilities. All responsive and responsible bidders meeting administrative and technical requirements are eligible to participate, though those qualifying for designated preference programs may receive favorable evaluation consideration based on applicable cost adjustments.