Ticket Management System

The Florida Department of Legal Affairs, Office of the Attorney General (OAG) is seeking to procure a new Ticket Management System to replace its existing internally developed help desk ticketing system currently operating within HCL Notes. The procurement is a Request for Quote (RFQ 2024.13) targeting a comprehensive software solution that can support multiple business units including Human Resources, Information Technology, Finance, Purchasing, Contracts, Maintenance, Mail Room, Records, and Print Shop. The proposed system must accommodate up to 1,400 potential users and provide robust functionality including ticket assignment, department transfers, email submissions, automated notifications, priority level tracking, hardware inventory management, and knowledge-based historical record keeping. Key procurement dates include the RFQ posting on 04/25/25, written questions due by 05/02/25, respondent quotes due by 05/23/25 at 5:00 p.m. Eastern time, anticipated system demonstrations in June 2025, and a targeted contract start date of 07/18/25. Respondents must submit an electronic quote no longer than 30 single-sided pages, providing detailed contact information, management experience, a comprehensive solution narrative, and full pricing documentation.

While no specific set-aside designations or restrictions on responding organizations are mentioned, the RFQ indicates that the OAG will evaluate responses based on the 36 detailed system requirements and will reserve the right to request additional information. The procurement appears to be focused on finding a technically capable vendor that can seamlessly replace the current internally developed system without disrupting existing workflow. The current system is hosted within HCL Notes, suggesting potential integration requirements with existing technological infrastructure. Though a specific budget range is not explicitly stated, the complexity of the requirements and the potential for supporting 1,400 users implies a substantial investment in the new Ticket Management System. Respondents will be required to participate in mandatory demonstrations, during which the Office of the Attorney General will comprehensively evaluate proposed solutions to ensure they meet the agency's operational needs.