ITS Discretionary Procurement Salesforce
ID: 2132646 • State: New York
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Description
Background
The New York State Office of Children and Family Services (OCFS) is seeking proposals to support its modernization initiatives through the implementation of Salesforce enterprise cloud solutions. This initiative includes two key projects: the Child Care Assistance Program (CCAP), which provides financial assistance for child care to approximately 98,000 families monthly, and the Human Services Call Center (HSCC), which handles about 1 million calls annually across twelve state agencies.
The CCAP is a priority for the Governor and ITS, while HSCC is transitioning from Oracle RightNow CRM to Salesforce Service Cloud CRM, requiring new call scripts for various program areas.
Work Details
The contractor will be responsible for implementing Salesforce solutions for both CCAP and HSCC. Specific tasks include:
1. Developing and configuring Salesforce Service Cloud CRM for HSCC, including creating call scripts tailored to different program areas.
2. Ensuring that the implementation is completed before December 2026 to avoid additional costs associated with maintaining the legacy CRM system.
Period of Performance
The contract will be performed over a timeline that extends until December 2026.
Place of Performance
The services will be performed in New York State, specifically supporting OCFS's initiatives.
The New York State Office of Children and Family Services (OCFS) is seeking proposals to support its modernization initiatives through the implementation of Salesforce enterprise cloud solutions. This initiative includes two key projects: the Child Care Assistance Program (CCAP), which provides financial assistance for child care to approximately 98,000 families monthly, and the Human Services Call Center (HSCC), which handles about 1 million calls annually across twelve state agencies.
The CCAP is a priority for the Governor and ITS, while HSCC is transitioning from Oracle RightNow CRM to Salesforce Service Cloud CRM, requiring new call scripts for various program areas.
Work Details
The contractor will be responsible for implementing Salesforce solutions for both CCAP and HSCC. Specific tasks include:
1. Developing and configuring Salesforce Service Cloud CRM for HSCC, including creating call scripts tailored to different program areas.
2. Ensuring that the implementation is completed before December 2026 to avoid additional costs associated with maintaining the legacy CRM system.
Period of Performance
The contract will be performed over a timeline that extends until December 2026.
Place of Performance
The services will be performed in New York State, specifically supporting OCFS's initiatives.
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Overview
Opportunity Type
MWBE or SDVOB Discretionary procurement between $50,000 to $1,500,000
Opportunity ID
2132646
Response Deadline
March 31, 2026
Past Due
Date Posted
March 10, 2026
Est. Value Range
Experimental
$5,000,000 - $15,000,000
(AI estimate)
Agency Distribution
High
Source
Source Notes
Must be signed in to the New York Contract Reporter to view the opportunity.
On 3/10/26 Information Technology Services, NYS Office of in New York issued MWBE or SDVOB Discretionary procurement between $50,000 to $1,500,000 ITS Discretionary Procurement Salesforce with ID 2132646 due 3/31/26.
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Documents
Posted documents for ITS Discretionary Procurement Salesforce
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Classifications
Opportunity Classification
Information Technology - Consulting & Other Services
NAICS