IFB FTB-2627-00076 Genesys Software Subscriptions and Application Support Services

The California Franchise Tax Board (FTB) is soliciting bids for the renewal of Genesys software subscriptions and associated application support services to sustain its Enterprise Service Platform II Contact Center Platform, which integrates Genesys with Qfiniti and Mindful Callback. The solicitation, identified as IFB FTB-2627-00076 and numbered 0000039282, is open for submissions through May 29, 2026, at 5:00 PM Pacific Time, with awards anticipated by June 30, 2026. Bidders must submit proposals electronically via email and include mandatory exhibits including the Statement of Work, Resume Shell, Cost Worksheet, and IT FTB Special Provisions. The procurement follows a Lowest Price Technically Acceptable (LPTA) model, where cost is the primary evaluation factor among technically qualified offerors. All proposals must meet strict administrative, qualification, and solution requirements, including adherence to Genesys-certified personnel standards, U.S. work eligibility, and compliance with California and federal accessibility statutes. Professional services are capped at $20,000, while software subscription pricing remains unspecified in the solicitation but will form the bulk of contract value. Contractors must provide detailed cost breakdowns via Exhibit 2 and fulfill all certification requirements, including Small Business, Disabled Veteran Business Enterprise (DVBE), and Target Area Contract Preference Act (TACPA) claims through designated state forms. Key personnel must have at least ten years of experience supporting a contact center platform of comparable scale, and any changes require written notice and FTB approval. Enhanced security mandates include E-Verify confirmation, U.S. residency, and execution of confidentiality agreements for all staff handling sensitive tax data. Insurance requirements stipulate minimum $1 million general liability coverage with the State named as additional insured, alongside workers’ compensation compliance. Contractors must also certify compliance with the Iran Contracting Act of 2010, disclose use of generative AI if it materially impacts system performance or risk, and avoid conflicts of interest or dual compensation. Invoicing is conducted manually via paper submission to a Sacramento-based FTB fiscal office, with payments tied to approved Work Authorizations and timesheets. All deliverables are subject to state inspection and acceptance at FTB’s discretion, with performance governed by state procurement code, civil code, and information management standards. Failure to meet any mandatory criterion may lead to disqualification or contract termination.