Customer Service Ticketing System

CRAD 24-001: Customer Service Ticketing System for Office of Teaching Initiatives (OTI) UPDATE: This advertisement has been revised to reflect that the licenses provided must be Zendesk and cannot be “an equivalent” product. The license term has also been revised to 18 months, with a start date of April 1, 2024. Dates to submit a bid and to ask questions have been extended, allowing more time for vendors to submit questions and for NYSED to post responses in a new Questions and Answers Summary.  Award Method: To the responsive and responsible bidder who submits the Lowest Cost bid and meets all requirements outlined in the Description section below and listed on the checklist posted with this Contract Reporter ad.  License Term: 18 months (April 1, 2024 – September 30, 2025)  Email Address to submit a bid: contact@example.gov  Description: The New York State Education Department (NYSED) Office of Teaching Initiatives (OTI) intends to procure under State Finance Law §163(6) a Discretionary Purchase for a qualified Service-Disabled Veteran Owned Business (SDVOB) or a qualified Minority- and Women-Owned Business Enterprise (M/WBE) vendor to provide a Zendesk customer service ticketing service. This procurement opportunity is limited to New York State businesses certified pursuant to Article 3 of the Veterans’ Services Law or pursuant to Article 15-A of the New York State Executive Law.  We are seeking response bids that meet the following specifications for 60 licenses: Zendesk Suite Enterprise Subscription including: Guide Professional Software Subscription Explore Lite Software Subscription Sunshine Lite Software Subscription Support Enterprise Software Subscription Support: Data Center Location (US) Software Subscription  Additionally, the following features and functionality must be included: Self-Service Frequently Asked Questions/Article External User Interface User Accounts for External Users and Internal Users Article Curation with Workflows, including Publish/Unpublish/Review Ability for External Users to “Like” Articles Content Management Internal User Interface for Creating Frequently Asked Questions/Articles Forms for Collecting Specific Data from Customers Automatic Delivery to Specific Customer Service Groups Ability to Create Folders and Views Reporting Configurable Customer Ticketing Fields Configurable Dashboard Views Ability to integrate with phone service  Attachments: A Cost Proposal form, Checklist containing all requirements, and a Submission Documents package are posted with this Contract Reporter advertisement.  These documents should be completed and submitted with your bid.  Questions and Answers: All questions from potential bidders should be submitted to contact@example.gov by October 30, 2024. A questions and answers summary will be attached to this Contract Reporter ad by November 4, 2024.  Submitting a Bid: Bidders are requested to submit their bids electronically. The following documents should be submitted as email attachments to contact@example.gov by November 13, 2024. Bids are due by 3:00 p.m. Eastern Time.  Submission Documents labeled [name of bidder] Submission Documents CRAD #24-001 Cost Proposal labeled [name of bidder] Cost Proposal CRAD #24-001 Checklist [name of bidder] Checklist CRAD #24-001 Payment: A one-time purchase order covering an 18-month period (April 1, 2024 – September 30, 2025) will be issued to the winning bidder for submission of invoice for licenses. Service-Disabled Veteran-Owned Set Aside: No Total MWBE Participation Goals: 100% Service-Disabled Veteran-Owned Business Contracting Goal: 100% Due date:11/13/2024 3:00 PM Deadline to ask questions for this advertisement is 10/30/24. A question and answer summary will be posted by 11/4/24. Contract term: 18 months County(ies): All NYS counties Business entities awarded an identical or substantially similar procurement contract within the past five years: ThunderCat Technology