San Mateo Opengov #2027-RFQ-00215

San Mateo County Sheriff’s Office ServiceNow maintenance and enhancement services

San Mateo County is seeking hourly support and enhancements for the Sheriff’s Office’s customized ServiceNow portal. - Government buyer: County of San Mateo, Sheriff’s Office; the County Technology Services Department governs the change-request process. - Named OEMs and platforms: ServiceNow is the platform to be maintained; DocuSign is identified for integration. No bidding vendors are named. - Requested services: Ongoing maintenance, support, and enhancements, billed at a flat hourly rate. Work includes DocuSign integration; changes to approval workflows, PDF generation, and email notifications; dashboards and reports; and administration of user roles, permissions, groups, assignments, routing, and manual case-data updates. - Platform use: The portal supports Fiscal, Training, and Technical Services Unit requests, including bureau routing, workflows, approvals, and County and Sheriff’s Office procurement, training, and invoicing processes. - Requirements: At least two years maintaining a customized ServiceNow platform for a local government entity; law-enforcement experience is preferred. A dedicated team member must meet regularly with Sheriff’s Office staff and respond to requests within two business days. Work must follow the County Technology Services Department’s change-request schedule and process. - Pricing and selection: Hours will be shared among Fiscal, Technical Services, and Training. The County expects to select the lowest responsive bid from a qualified, responsible vendor based on cost and conformity with specifications.

Description

The County of San Mateo Sheriff's Office is seeking quotations for maintenance and enhancements to its customized ServiceNow portal, which supports Fiscal, Training, and Technical Services Unit requests. Work includes integrating DocuSign, modifying approval workflows, PDF generation and email notifications, adding dashboards and reports, and providing general administration and support. The contractor must follow the County Technology Services Department's change request process and have at least two years of experience maintaining a customized ServiceNow platform for a local government entity. Pricing is requested as a flat hourly rate, and the County expects to award to the lowest responsive bid from a qualified, responsible vendor.

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