In an invitation for bid (IFB) released June 23, the California Franchise Tax Board (FTB) is calling for responses from IT companies capable of assisting it with procuring “various software subscriptions and application support services” for the board. Among the takeaways:
- FTB seeks to procure software subscriptions “in support of the Franchise Tax Board’s (FTB) Enterprise-Wide Customer Service Platform II Contact Center Platform (CCP),” according to the IFB. The CCP now utilizes “various Genesys software products” that include Framework, Voice Platform, Reporting and Workforce Management; it also integrates with Virtual Hold Technology (now Mindful) and Qfiniti software. FTB also seeks application support services to support the CCP.
- More specifically, the respondent must provide FTB with “remote, custom application support via phone, email” or Internet to resolve specific software installation or use problems “through all versions of Genesys Release 8.X and Virtual Hold 8.X product releases”; offer 24/7 support and make updates available; provide impact assessment of subsequent Genesys product releases; and diagnose and resolve any Genesys or Virtual Hold open tickets. FTB also needs meetings at least every quarter to review updates, emerging issues and incidents with contractor; contractor collaboration with other product support suppliers including AT&T, Cisco, Virtual Hold and OpenText; up to 100 hours of professional services (value not to exceed $20,000) to be used during the contract and applicable to design or functionality; and monitoring of licensing requirements to ascertain compliance.
- Among the requirements, the contractor selected must provide Genesys-certified consultants to deliver specified professional services and support. Consultants must have at least 10 years’ experience delivering “maintenance and application support services” for a CCP of similar size and scope that uses Cisco voice over Internet protocol; and Genesys voice and eServices apps, including Virtual Hold; and at least 10 years’ experience with “Genesys systems technical architectural design as a Genesys technical architect.” Respondent must provide two references for each consultant proposed and these must be connected to the work history examples in each staffer’s resume. Because of the complexity of CCP infrastructure, the contractor chosen must work with FTB’s “incumbent primary software maintenance provider” to transition over services during a period of no more than 60 state business days from the pact’s start.
- The contract value is not stated. The contract term is approximately one year, from July 1 or on approval through June 30. Final bids are due by 5 p.m. July 11 and will be opened July 12. A notice of intent to award is expected July 19, and an agreement award is expected July 26.
