A request for proposals (RFP) from the agency calls for software as a service to help “streamline our IT operations, improve service delivery, enhance user experience, and ensure IT governance and compliance.” Specifically, the software must support:
- Service desk (ticketing, self-service, etc.)
- Incident management
- Problem management
- Change management
- Asset management
- A service catalog
- Service level agreements
- Knowledge management
The commission requested $546,480 from the Legislature this year for a customer service ticketing solution on page 26 of its Legislative Budget Request.
FGCC is a new agency; in the RFP it said the new software won’t be replacing an existing system and no data migration will be necessary.
When Susan Whitmire, CIO of the commission, spoke to Industry Insider — Florida members at an exclusive briefing in June, she said her agency operates entirely in the cloud. She also stressed that the FGCC is “still at the foundational stage” when it comes to understanding AI and incorporating it into its technology.
The deadline to submit questions for RFP FGCC 24/25-04 is 5 p.m. on Oct. 8. All proposals and required documentation must be submitted by 5 p.m. on Nov. 20. Shane Phillips is the point of contact for this solicitation.
