The vendor is required to provide a robust, scalable, and single platform software as a service (SaaS) enterprise service management system (ESMS) that is cloud-based, web-enabled, and mobile-friendly to automate business processes across the enterprise.
- Improve the customer experience through a modern, digital, and centralized (single point of entry) system available to all employees countywide in an easy-to-use portal for customers to request, track, escalate, and manage the entire service delivery lifecycle.
- The implementation of ESMS is a multi-year, multi-phase project that includes the base information technology service management (ITSM) and enterprise service management components creating an optimized combination of a state-of-the-art solution with well-thought-out processes and workflows so that end users may experience the following:
• A single point of entry for any customers to request countywide services.
• Improved efficiency and collaboration across teams and departments (whether they are utilizing ESMS or not).
• Faster problem resolution through faster access to essential information augmented by data sharing amongst service providers across disparate ticketing systems.
• Streamlined processes leading to better insights, metrics, and predictive analytics.
• More efficient releases of product features, improvements, and support.
• Improve it service delivery ensuring that department vision and mission align with key business objectives while meeting all users’ needs and delivering optimal services in a timely and efficient manner.
• Enhance all users experience by providing easy-to-use self-service portals, proactive service notifications, and streamlined service request processes, while reducing and minimizing friction across various lines of business.
• Streamline processes, reduce service outages, and minimize resolution times, resulting in increased productivity and efficiency.
• Provide greater visibility and control over it services enabling department to monitor service levels, track KPIS, and make informed data-driven decisions.
• Align it services with business objectives, ensuring department service portfolio contributes to the overall business success while supporting departmental growth, agility, and innovation.
• Increase collaboration and team efficiency through automation of routine tasks by enhancing service quality through a reliable and consistent service delivery model while reducing redundancy and ensuring compliance with standards such as ITIL and COBIT.
• Client relationship management - serve as the primary point of contact for customers and/or stakeholders to identify customer needs, objectives, and expectations to ensure alignment with deliverables.
• Contract delivery oversight - act as a liaison during the delivery process to address issues, communicate progress, and resolve conflicts.
• Strategic planning and engagement - collaborate with county to develop engagement strategies, roadmaps, and success metrics and identify opportunities for services/products.
• Performance and metrics - monitor and report on project performance, KPIS, and service-level agreements (SLAS); ensure continuous improvement by analyzing outcomes and applying lessons learned.
• Risk management - identify and mitigate risks that could affect project delivery or customer relationships and develop contingency plans to address potential challenges.
- Contract Period/Term: 5 years
- Mandatory Proposers’ Teleconference Date: May 28, 2025
- Questions/Inquires Deadline: June 3, 2025