California eProcure #RFP 3475

California EDD Salesforce Maintenance & Operations Support RFP

The California Employment Development Department (EDD) is seeking a vendor to provide comprehensive maintenance and operations support for its Salesforce environments. - Government Buyer: - State of California, Employment Development Department (EDD), Information Technology Branch - OEM Highlight: - Salesforce is the primary OEM for all software and platform requirements - Products/Software Requested: - Salesforce Service Cloud Unlimited Edition licenses for multiple EDD orgs (UI Claims Org, CA-EDD Org, Contact Center Org) - Salesforce Shield for enhanced security and compliance - Government Cloud Plus for secure cloud hosting - Customer Community Plus Unlimited Edition (high-volume external user logins) - Marketing Cloud Engagement Corporate Edition - Additional Salesforce add-ons: SSL Certificates, Private Domain, Sender Authentication, Super Messages, SMS/MMS, DocAutomation, Auto DDP Add On, Premier Success Plan, Additional Business Unit, Full Copy Sandbox - Services Requested: - Ongoing Salesforce maintenance and operations support, including system updates, performance tuning, incident response, health checks, documentation, SDLC management, integration maintenance, security compliance, and knowledge transfer - System improvement activities: fraud prevention, AI readiness, user account management, reporting/analytics, integration with internal and external systems (Okta, AWS, Snowflake, Socure, ID.me, state databases) - Agile software development for enhancements, with work organized into sprints and epics of varying sizes - Project management, business analysis, technical leadership, and support staff - Notable Requirements: - Support for multi-factor authentication and identity proofing - Compliance with accessibility standards and robust reporting/analytics - Integration with multiple internal and external systems - Pricing scenarios for different Salesforce license counts (current, expanded, reduced) - Hourly rates for key staff roles - Strict security, confidentiality, and service level agreement (SLA) compliance - Detailed backlog of system enhancements, including fraud prevention, AI-driven analytics, and modernization of legacy components - Contract Structure: - Base period of two years with two optional one-year extensions (up to four years total) - Annual subscription and maintenance services, with pricing for optional years required

Description

This solicitation issued by the Employment Development Department (EDD) seeks proposals from qualified bidders to provide Salesforce Maintenance & Operations Support. The scope includes maintenance and operations services for various Salesforce applications used by EDD, along with system improvement activities and license management. The solicitation provides detailed requirements, including functional and non-functional specifications, and includes multiple attachments with cost workbooks, backlog items, and interface details. The event is non-mandatory for pre-bid conference and includes various UNSPSC codes related to business and IT services.

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