This Solicitation opportunity from New York was posted on March 7, 2025. The submission period has ended. Browse the details below for market research, or find similar active opportunities.

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ZenDesk Customer Service Ticketing System for Office of Professions (OP) and Office of Teaching Initiatives (OTI)

Closed

2119792State & Local

Submission Closed03/28/2025, 12:00:00 AM UTC

Contract Overview

Solicitation details, issuing organization, response deadlines, documents, and interested companies for this government contract opportunity.

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NAICS: 541519

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1 day ago

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in 20 days

AI Contract Overview

The contract involves the procurement of a Zendesk customer service ticketing system for the New York State Education Department's Office of Professions and Office of Teaching Initiatives, with a focus on selecting the lowest responsible bid from qualified SDVOB or M/WBE vendors certified under New York State law. The license term spans 24 months, from April 1, 2025, to March 31, 2027, and includes subscriptions for 100 annual user licenses for each office, featuring a comprehensive suite of Zendesk tools such as Guide Professional, Explore Lite, Sunshine Lite, and Support Enterprise, all hosted within US data centers. The system must incorporate key functionalities like self-service FAQs, user account management, content curation workflows, article liking, data collection forms, automatic routing, folder and view creation, reporting, configurable ticket fields, dashboards, and phone integration. Bidders are required to submit their proposals electronically by March 28, 2025, including completed cost proposal and submission documents, with questions due by March 14, 2025. The procurement emphasizes a 100% MWBE participation goal and does not set aside the contract for service-disabled veteran-owned businesses. Payments will be made via annual purchase orders, and the contract is open to all NYS counties. The contract aims to ensure a cost-effective, functional, and compliant ticketing solution tailored to the needs of the department's offices, with a focus on supporting minority and women-owned business participation.

General Info

Agency

New York → NYS Dept. of Education

NAICS

541519 - Other Computer Related Services

Place of Performance

NY, USA

Set-Aside

NONE

Documents

Procurement 154 - Cost Proposal Form (Zendesk)

1 page · specifications

High

Procurement 154 - Submission Documents

21 pages · submission-instructions

High

Procurement 154 - ZenDesk Customer Service Ticketing System

2 pages · rfq

High

AI Contract Breakdown

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Timeline

PhaseClosed

PostedMar 7

Solicitation

Response DeadlineMar 28

Deadline has passed

Submission Closed

03/28/2025, 12:00:00 AM UTC

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Organization & Contact Information

AgencyNew York → NYS Dept. of Education

Contacts1 person available

OfficeN/A

Organization / AgencyNew York → NYS Dept. of Education

Office AddressN/A

Contacts

Adam KutrybContract Management Specialist

contact@example.gov

+1 (555) 000-0000

Full Description

Procurement 154: ZenDesk Customer Service Ticketing System for Office of Professions (OP) and Office of Teaching Initiatives (OTI) Award Method: To the responsive and responsible bidder who submits the Lowest Cost bid and meets all requirements outlined in the Description section below. License Term: 24 months (anticipated April 1, 2025 – March 31, 2027) 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. Subscription for OP: 100 annual user licenses: Zendesk Suite Enterprise Subscription including: Guide Professional Software Subscription Explore Lite Software Subscription Support: Data Center Location (US) Software Subscription Sunshine Lite Software Subscription Support Enterprise Software Subscription Subscription for OTI: 100 annual user 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 For both offices, 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 Payment: Annual purchase orders will be issued to the winning bidder for the periods of April 1, 2025 – March 31, 2026 and April 1, 2026 – March 31, 2027. Questions and Answers: All questions from potential bidders should be submitted via online form no later than the close of business on March 14, 2025. A Questions and Answers Summary will be posted to this advertisement on the Contract Reporter no later than March 21, 2025. Attachments: A Cost Proposal form and a Submission Documents package are posted with this Contract Reporter advertisement. These documents should be completed and submitted with your bid. Submitting a Bid: Bidders are requested to submit their bids electronically. The following documents should be submitted via online form no later than March 28, 2025, by 3:00 PM Eastern Time: Submission Documents labeled [name of bidder] Submission Documents Procurement 154 Cost Proposal labeled [name of bidder] Cost Proposal Procurement 154 Please be sure to enter 154 for Procurement No. in the first field of the online application form. Please ensure you receive the following confirmation. If this confirmation does not appear, the application has not been received. If you are experiencing any technical difficulties, please contact cauhighqsupport@nysed.gov. Service-Disabled Veteran-Owned Set Aside: No Total MWBE Participation Goals: 100% Service-Disabled Veteran-Owned Business Contracting Goal: 100% Due date:03/28/2025 3:00 PM All questions from potential bidders should be submitted via HighQ online form no later than the close of business on March 14, 2025 Contract term: 24 months County(ies): All NYS counties Business entities awarded an identical or substantially similar procurement contract within the past five years: ThunderCat

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