RFI 25NS0170 - CAB Integrated Telephony

The California Public Utilities Commission (CPUC) issued Request for Information (RFI) number 25NS0170, titled "CAB Integrated Telephony," seeking input from potential contractors to modernize and integrate the Consumer Affairs Branch’s telephony system with customer relationship management (CRM) software to create a comprehensive call center solution. This initiative aims to replace the current obsolete telephony and Consumer Information Management System (CIMS) with a unified platform, enhancing call handling efficiency, data accuracy, reporting capabilities, and consumer self-service functions. Respondents are requested to submit a Letter of Interest, detailed technical approaches, solution cost estimates, and responses to a comprehensive questionnaire addressing their experience, proposed technical solutions, customization requirements, project timeline, ongoing maintenance, and warranty policies. The procurement process is in the information-gathering phase and does not constitute a solicitation or contract offer. The CIT system must comply with stringent security and data management standards, including NIST SP 800-53 Rev 5, FIPS 140-3 validated encryption with AES-256, NIST SP 800-88 for data sanitization, and the State Administrative Manual (SAM) chapters 4800 to 5300 to ensure robust protection of confidential information. Contractor personnel must adhere to mandatory security training and employ multi-factor authentication for remote and privileged access, with remote connections permitted only within the Continental United States. The CPUC retains ownership of all data processed under the contract, mandates secure destruction of information post-contract, and requires annual disaster recovery testing. The RFI includes attachments outlining required submission contents such as the Letter of Interest, Solution Cost Estimate, and Respondent Questionnaire, with no explicit page limits but formatting standards prescribed. The deadline for response submission is December 19, 2025. While no formal contract terms are defined at this stage, the CPUC specifies extensive information security provisions and administrative requirements to guide future procurement and contract execution. This RFI serves as a foundational step toward a future solicitation and contract award to implement a state-of-the-art, integrated telephony and CRM platform for improved consumer service delivery within California.