Customer Support and Resolution System

Purchase Agency: Florida Department of Children and Families
Purpose: The department is seeking a technology solution to field customer inquiries and provide expedited resolution outcomes. The system will support the department's mission to protect vulnerable individuals, promote self-sufficiency, and advance recovery and resiliency. It will also help the department meet the requirements for timeliness and quality outlined in Florida Statute 23.30.
Work to be Acquired: The contractor will be responsible for implementing and configuring a cloud-based customer relationship management support system. They will also provide project management, business analysis, and other project support services.
Timeframe: The contract is expected to start on March 10, 2022, and last for approximately four months.
Place of Performance/Delivery: The primary worksite for this contract is the Florida Department of Children and Families Office of Information Technology Services located at 2415 N. Monroe Street, Suite 400, Tallahassee, FL 32303.
Notable Information: The selected contractor must possess qualifications such as experience in project management for IT system customization projects, design and implementation of regulatory information management systems, and providing Software as a Service (SaaS). The evaluation criteria for selecting a contractor include staff qualifications, recent relevant experience, and price. Contractors are required to submit a response addressing various sections including an executive summary, service capability, approach, contact information, references, team member resumes, and price response.