Document Imaging Management System Maintenance and Operations Support Services

The Vendor is required to provide for the maintenance and operations (M&O) Support Services of the document imaging management system (DIMS) using all hardware and software components currently owned by the department.
- Provide the existing statewide integrated electronic document management solution whereby all incoming documents are scanned, indexed, and appended to the correct individual or case and subsequently retrieved, viewed, and annotated.
- Documents are categorized by type and may be required my multiple programs. Advanced technologies Optical Character Recognition (OCR)/Image Character Recognition (ICR), bard coding, etc. and customizations automate the document processing.
- Work ensures DIMS software components are up-to-date and performing optimally; supporting DIMS state and county users; addressing and tracking all software bugs; tracking user calls; updating all documentation and training materials; performing knowledge transfer; providing technical and user training; performing small no-cost enhancements; and providing quotes for larger enhancements and upgrades.
- Provide work consistent with the system development life cycle, which includes design, development, implementation, and support of all reported system related defects;
- Perform design, development, implementation, and support of all system changes as defined by the State;
- Provide all system build tasks including configuration management, build management, technical, and functional release notes;
- Provide new and updated system documentation for all system changes as applicable;
- Provide incident report and related corrective action plan in accordance with established incident response protocols;
- Report all high impact and critical incidents to the State Project Manager immediately and consistent with established incident reporting protocols;
- Provide technical and functional design for all software and hardware changes;
- Modify and configure system to support existing and future functionality including, but not limited to, workflow, barcode, OCR/ICR technologies and Data Model updates;
- Participate in meetings with the State to prioritize, coordinate and schedule work, proposed changes, hourly estimates for changes; and
- Provide service deliverables status reports and Plans including: Issues Management, Risk Management, and Communications.

- Contract Period/Term: 1 year
- Optional Pre-Quote Submission Conference Date: December 19, 2025
- Questions/Inquires Deadline: January 9, 2026