California eProcure #3475

California EDD Salesforce Maintenance & Operations Support and Licensing

The California Employment Development Department (EDD) is seeking a vendor to provide comprehensive maintenance and operations (M&O) support for its Salesforce environment, which underpins critical claims and contact center operations. - Government Buyer: - State of California, Employment Development Department (EDD), Information Technology Branch - OEMs and Platforms: - Salesforce (core CRM platform, Service Cloud, Government Cloud Plus, Salesforce Shield) - Okta (identity management) - Amazon Web Services (AWS, for integrations and telephony) - Snowflake (data warehousing) - Products/Services Requested: - Salesforce Service Cloud Unlimited Edition licenses (8,200) - Customer Community Plus Unlimited Edition logins (2,380,000 per month) - Salesforce Shield (3) - Government Cloud Plus (3) - Full Copy Sandboxes (3) - SSL Certificates (8) - Marketing Cloud Engagement - Corporate Edition (2) - Private Domain and Sender Authentication Package (2 each) - Super Messages (30,000 units) and SMS/MMS Mobile Messages (40,000 units) - Additional Contacts for Marketing Cloud (14,910 units) - Ongoing Salesforce M&O support, system improvement activities, integration services, and license management - Notable Requirements: - Support for multiple Salesforce orgs (UI Claims, CA-EDD, Contact Center) - Integration with internal/external systems (Okta, AWS, Snowflake, state databases) - Large-scale user and license management - Emphasis on accessibility, security, and compliance (including Government Cloud and Salesforce Shield) - Agile development for system enhancements, backlog management, and AI readiness - Service Level Agreements (SLAs) and knowledge transfer - Support for high-volume public user logins and communications - Flexible contract structure with options for expansion or reduction in scope

Description

This solicitation is issued by the Employment Development Department (EDD) of the State of California to obtain proposals from qualified bidders for Salesforce Maintenance & Operations Support. The scope includes providing maintenance and operational support services for EDD's Salesforce environment. The solicitation includes detailed functional and non-functional requirements, system improvement activities, and integration interfaces. The event is non-mandatory for pre-bid conference and includes various attachments detailing requirements, backlog, cost workbook, and interfaces.

View original listing