California Franchise Tax Board IFB FTB-2627-76

Genesys Software Subscriptions and Application Support Services

The California Franchise Tax Board (FTB), specifically its Technology Services Division, is procuring Genesys Software Subscriptions and Application Support Services to support its Enterprise-Wide Customer Service Platform II Contact Center Platform (CCP). The awarded contract includes various Genesys software products such as Framework, Voice Platform, Reporting, and Workforce Management, integrated with Qfiniti and Mindful Callback software. The contractor is responsible for providing remote application support, new releases, updates, and corrective code for Genesys Release 8.X and 9.X, 24/7 support including state holidays, impact assessment for major versions, ticket investigation and resolution, quarterly meetings, and collaboration with other FTB CCP product support suppliers (e.g., AT&T, Cisco, OpenText, Mindful) to resolve integration issues. Additionally, the contractor will provide up to approximately 100 hours of professional Application Support Services valued up to $20,000 during the contract term. The contract term is from award through December 31, 2026. The contractor must provide Genesys-certified consultants with a minimum of 10 years of experience and specific certifications. The contract includes strict confidentiality, security, and accessibility requirements, including compliance with Web Content Accessibility Guidelines (WCAG) 2.1 Levels A and AA. The contractor must comply with California tax laws, background checks, fingerprinting, and must ensure all personnel are U.S. residents or authorized to work in the U.S. The contract also includes provisions for Disabled Veteran Business Enterprise (DVBE) incentives, Small Business preferences, and other state-mandated certifications and reporting requirements. The place of performance and delivery is primarily the FTB offices in Rancho Cordova and Sacramento, California. The contractor must provide detailed invoicing and timesheets referencing the agreement and work authorization numbers. Travel and expenses are not reimbursable. The contract includes insurance requirements, indemnification, and dispute resolution procedures. The FTB Procurement Official is TaNita Guereca, and the FTB Contract Manager is Marcos Lopez. The awarded contractor will be the primary bidder responsible for all subcontractors and services under the contract.

Description

The California Franchise Tax Board (FTB) intends to award a contract to Performance Technology Partners, LLC for Genesys Software Subscriptions and Application Support Services under solicitation IFB FTB-2627-76.

View original record